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Test Genesys GCX-GCD Questions Answers, GCX-GCD Reliable Mock Test

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Genesys GCX-GCD Exam Syllabus Topics:

Topic
Details

Topic 1

Explain Agent Chat and Analytics APIs: This section of the exam measures the skills of a Developer and focuses on the APIs used for agent chat interactions and analytics data. It describes how developers can programmatically manage chat activities and access analytics reports to monitor system performance.

Topic 2

Describe the options to download recordings: This section of the exam measures the skills of a System Administrator and discusses the different ways available to access and download call recordings in Genesys Cloud CX. It includes understanding where recordings are stored and how to retrieve them for compliance and quality purposes.

Topic 3

Understand Genesys Cloud CX Architect, Scripting, QM, and WFM: This section of the exam measures the skills of a Developer and explains the basics of Architect for building call flows, the use of scripting to guide agents, and the core functions of Quality Management (QM) and Workforce Management (WFM) to optimize operations. Students will understand how these tools are configured and integrated into Genesys Cloud CX.

Topic 4

Understand Authentication and Resources: This section of the exam measures the skills of a Developer and covers how authentication works in Genesys Cloud CX. It explains resource management, OAuth processes, and permissions needed to securely interact with APIs and services. Students learn the basics of secure access control.

Topic 5

Understand API utilization: This section of the exam measures the skills of a Developer and covers general best practices for using Genesys Cloud CX APIs. It explains how to optimize API usage, stay within platform limits, and create efficient integrations that leverage Genesys Cloud capabilities effectively.

Topic 6

Manage Roles, Supervisor Tools, and Divisions: This section of the exam measures the skills of a System Administrator and focuses on managing permissions, configuring roles, using supervisor tools, and organizing users into divisions. It covers how to control access, monitor agent activities, and properly separate work across different areas of an organization.

Genesys Cloud CX: Developer Certification Sample Questions (Q18-Q23):

NEW QUESTION # 18
The purpose of the Genesys Cloud CX API Change Management Policy is to articulate the agreement between our customers, partners, and the Genesys Cloud CX development team regarding API management and notification changes.
Choose all the Genesys Cloud CX API Change Types applicable to this scenario. (Choose four.)

A. Non-Breaking
B. Deprecations
C. New feature
D. Minor Bugs
E. Breaking
F. Emergency

Answer: A,B,C,E

Explanation:
The Genesys Cloud CX API Change Management Policy categorizes changes as Breaking,Non-Breaking, New Feature, and Deprecations to define how changes are introduced and communicated. These types help manage expectations around compatibility, feature rollout, and transition periods for customers and partners.

NEW QUESTION # 19
Your contact center wants to track the outcome of calls and chats.
What can be configured within Genesys Cloud CX to provide this functionality?

A. Account Codes
B. Wrap-up Codes
C. Resolution Codes
D. Status

Answer: B

Explanation:
Wrap-up Codes in Genesys Cloud CX are used by agents to categorize the outcome of calls and chats after an interaction ends, enabling detailed tracking and reporting of customer interactions.

NEW QUESTION # 20
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.

A. False
B. True

Answer: B

Explanation:
Routing in Genesys Cloud CX directs customer interactions to the most suitable automated system or human agent based on defined rules, skills, or availability, ensuring efficient and effective communication handling.

NEW QUESTION # 21
Where, in Genesys Cloud CX, can you search for people in your organization and add external contacts?

A. Documents
B. Location
C. Activity
D. Directory

Answer: D

Explanation:
In Genesys Cloud CX, the Directory allows you to search for individuals within your organization and add external contacts. The Directory provides a streamlined view of all contact and organization data, enabling efficient management of both internal and external contacts.
Reference:https://help.mypurecloud.com/articles/about-external-contacts/

NEW QUESTION # 22
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

A. The DID number and extension are considered the same numbers and entered into the same phone.
B. The DID number and extension are not listed in the DED or extension pools.
C. The user does not have the proper license type, roles, and permissions.
D. The DID number and the extension do not have the same last 4 digits.

Answer: B,C

Explanation:
For a user to receive calls via a DID number or extension in Genesys Cloud CX, the number must be properly provisioned in the system's DID or extension pools. Additionally, the user must have the appropriate license, roles, and permissions to handle voice interactions. Missing either of these configurations will prevent call delivery.

NEW QUESTION # 23
......

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