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Genesys GCX-GCD Exam Syllabus Topics:
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NEW QUESTION # 10
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A. Safari
- B. Firefox
- C. Chrome
- D. Internet Explorer
- E. Opera
Answer: B,C
Explanation:
Genesys Cloud CX offers full support for the current and immediately preceding major releases of both Firefox and Chrome browsers. While Safari is supported, it has limited functionality, lacking support for features like video chat, screen sharing, and the Genesys Cloud WebRTC phone. Internet Explorer and Opera are not supported browsers for Genesys Cloud CX.
NEW QUESTION # 11
Genesys Cloud CX provides various SDKs for developers in multiple programming languages.
Which of the following languages are NOT available? (Choose three.)
- A. Diamond
- B. Snake
- C. C
- D. Javascript
- E. Java
- F. iOS
Answer: A,B,C
Explanation:
Genesys Cloud CX provides SDKs for several programming languages, including JavaScript, Java,.NET (C#), Python, and Ruby. However, SDKs are notavailable for:
C:While C is a foundational programming language, Genesys Cloud CX does not offer an SDK specifically for it.
Snake:This appears to be a typographical error or a fictional language; no such programming language is recognized.
Diamond:Similarly, this does not correspond to any known programming language.
NEW QUESTION # 12
Disabling file attachments in chat is related to _______________.
- A. Telephony
- B. Security and Compliance
- C. Global Settings
- D. Chat Settings
Answer: B
Explanation:
Disabling file attachments in chat is managed under Security and Compliance settings in Genesys Cloud CX, where administrators control data sharing options to meet organizational security policies.
NEW QUESTION # 13
Which of the following applies to the Notifications API?
- A. There is noping message for Notification APIs.
- B. The ping message will tell you if the authentication token is expired or not.
- C. The ping messages are for topic subscriptions.
- D. The ping/pong messages will tell you if the socket is dropped or not.
Answer: D
Explanation:
In the Genesys Cloud CX Notifications API, ping/pong messages are used to check the healthof the WebSocket connection. These messages help detect if the socket is still open or if it has been dropped, enabling appropriate client-side handling.
NEW QUESTION # 14
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. Scripts
- B. IVR prompts
- C. Toast pop-ups
- D. Dialog boxes
Answer: A
Explanation:
Scripts in Genesys Cloud CX present caller information to agents and can guide them through interactions by allowing data collection or updates during the call, enhancing consistency and efficiency.
NEW QUESTION # 15
Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)
- A. You must know the exact coordinates of the new building.
- B. You must collect general information such as building address number of floors, location contact information, etc.
- C. You must have images of all the users located at the new location.
- D. You must have Admin rights to Genesys Cloud CX.
- E. You must have the basic profile data for all users at the new location.
Answer: B,D
Explanation:
To add a new location in Genesys Cloud CX, you need administrative privileges and must gather general location details such as address and contact information. These are required for properly setting up and managing the new site within the platform.
NEW QUESTION # 16
You can schedule a callback using a POST request to /api/v2/conversations/callbacks. The only required parameters when creating a callback are "callback number" and either "queueld" or "routingData".
What is the difference between "queueld" and "routingData"?
- A. queueld can set a list of phone numbers for the callback but not if routingData is used.
- B. routingData can be used for basic ACD routing to a queue and queueld can be used for more advanced routing settings.
- C. queueld can be used for basic ACD routing to a queue, and routingData can be used for more advanced routing settings.
- D. routingData can set the callbackScheduiedTime but not it queueld is used.
Answer: C
Explanation:
In Genesys Cloud CX, when scheduling a callback via aPOSTrequest to/api/v2/conversations/callbacks, you can specify eitherqueueIdorroutingData:
queueId:This parameter is used for basic routing, directing the callback to a specific queue by its unique identifier. It facilitates straightforward ACD (Automatic Call Distribution) routing without additional routing attributes.
routingData:This parameter allows for more advanced routing configurations. It enables the inclusion of additional routing attributes such as skills, languages, or other criteria, providing greater control over how the callback is routed within the system.
NEW QUESTION # 17
The _______________ perspective is a ledger-type event stream over some time interval with time stamps for every event that occurred during the period.
- A. Aggregate Metrics
- B. Aggregate Records
- C. Instantaneous Observation
- D. Detail Records
Answer: D
Explanation:
The Detail Records perspective in Genesys Cloud CX represents a ledger-type event stream that includes time- stamped records for every interaction event over a given time interval, offering granular insight into each step of the interaction.
NEW QUESTION # 18
Which of the following statements defines a fatal question in an Evaluation Form?
- A. Fatal questions are critical questions If scored "No", the evaluation score will be zero.
- B. Fatal questions are the same as critical questions.
- C. Fatal questions are critical questions If scored No the agent will be removed from the queue.
- D. Fatal questions are weighted higher than non-fatal questions.
Answer: A
Explanation:
In Genesys Cloud CX, a fatal question on an Evaluation Form is designed to reflect a critical requirement. If the evaluator scores "No" on such a question, the agent receives a zero for the entire evaluation, regardless of other responses.
NEW QUESTION # 19
If no content type is mentioned in a request, Genesys Cloud CX responds to the request in _______________ format.
- A. CVS
- B. YAML
- C. XML
- D. JSON
Answer: D
Explanation:
Genesys Cloud CX APIs default to JSON format for responses when no specific content type is mentioned in the request, as JSON is the standard data interchange format used across its RESTful API platform.
NEW QUESTION # 20
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Company Name
- B. Organization ID
- C. ID
- D. Agent Name
Answer: B
Explanation:
When contacting the Genesys Cloud CX support team, you represent your organization using the Organization ID, which uniquely identifies your Genesys Cloud instance and helps support quickly access your account details.
NEW QUESTION # 21
If a WebSocket gets closed due to any issue, the events sent by Genesys Cloud CX are automatically queued and sent once the WebSocket is open again.
- A. False
- B. True
Answer: A
Explanation:
In Genesys Cloud CX, if a WebSocket connection is closed due to any issue, events are not automatically queued and sent once the WebSocket is reopened. Instead, the client is responsible for detecting the disconnection and re-establishing the connection. Upon reconnection, the client must resubscribe to the necessary topics to continue receiving events. Any events that occurred during the downtime are not automatically resent; therefore, implementing a robust reconnection and resubscription strategy is crucial to ensure no critical events are missed.
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
You can compare API version changes using the versioning page.
- A. False
- B. True
Answer: B
Explanation:
Genesys Cloud CX provides a versioning page that allows developers to compare changes between different API versions. This tool helps in understanding updates, deprecations, and modifications across API versions, facilitating smoother transitions and integrations.
NEW QUESTION # 24
As the Genesys Cloud CX product grows, additions are made to the API to support new features in the form of new resources, new HTTP methods for existing resources, and so on.
When breaking changes are necessary, they are deferred to the next major revision of the API, whenever possible.
- A. False
- B. True
Answer: B
Explanation:
Genesys Cloud CX aims to minimize breaking changes to maintain backward compatibility for its users.
When breaking changes are necessary, they are typically deferred until the next major revision of the API, ensuring a smoother transition for developers and users.
NEW QUESTION # 25
Why are Divisions important in an organization?
- A. Divisions allow the organization to control which roles can be assigned to users.
- B. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
- C. Divisions define which users can be assigned to queues.
- D. Divisions are used to divide interactions equally between 2 or more queues.
Answer: B
Explanation:
In Genesys Cloud CX, Divisions enable organizations to logically separate and control access to various resources (like users, queues, flows) within the same org, supporting data security and operational boundaries.
NEW QUESTION # 26
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Company Name
- B. Organization ID
- C. ID
- D. Agent Name
Answer: B
Explanation:
When contacting the Genesys Cloud CX support team, you represent your organization using the Organization ID, which uniquely identifies your Genesys Cloud instance and helps support quickly access your account details.
NEW QUESTION # 27
A queue is an object in Genesys Cloud CX that contains a group of agents with similar skills.
- A. False
- B. True
Answer: B
Explanation:
In Genesys Cloud CX, a queue is an object that holds a group of agents who typically share similar skills or responsibilities. It is used for routing interactions to the most appropriate available agent within that group.
NEW QUESTION # 28
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