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NEW QUESTION # 21
Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?
- A. Disable Genesys Cloud CX Login
- B. Disable Location Detection
- C. Password Expiration
- D. Open Admission
Answer: A
NEW QUESTION # 22
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Emergency Groups
- B. Architect
- C. Automatic Call Distribution
- D. Scheduling
Answer: C
Explanation:
Explanation
Automatic Call Distribution (ACD) is the feature that routes interactions based on an algorithm that determines the best available agent for the interaction. ACD is a system that distributes incoming calls (or other types of interactions) to agents or queues based on various criteria, such as agent skills, availability, priority, etc. ACD uses an algorithm that evaluates these criteria and assigns each interaction to the most appropriate agent or queue. References:
https://help.mypurecloud.com/glossary/automatic-call-distribution-acd/
https://help.mypurecloud.com/articles/about-acd/
NEW QUESTION # 23
Alerts that have been read are not included in the alert count, even if they are still active.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Alerts that have been read are still included in the alert count, even if they are still active. Alerts are notifications that inform you of important events or issues that require your attention in Genesys Cloud CX.
Alerts appear as icons with a number indicating the alert count on the top right corner of the Genesys Cloud CX window. You can click on an alert icon to see more details about the alert and take action if needed.
However, clicking on an alert icon does not remove it from the alert count unless you resolve or dismiss the alert. References: https://help.mypurecloud.com/articles/about-alerts/
https://help.mypurecloud.com/articles/view-and-manage-alerts/
NEW QUESTION # 24
_________ binds the numbering plan with the trunk.
- A. Inbound route
- B. Outbound route
- C. Edge Group
- D. Edge
Answer: A
NEW QUESTION # 25
Where are Genesys Cloud CX call recordings stored by default?
- A. Web Service
- B. Cloud
- C. Edges
- D. AWS Cloud
Answer: B
NEW QUESTION # 26
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A. Running reports during peak hours.
- B. Reviewing and ensuring the usage of scheduled reports.
- C. Adjusting report parameters in order to include fewer agents, queues, and interactions.
- D. Asking every team member to run and save a copy of the report.
Answer: A,D
Explanation:
Explanation
Running reports during peak hours and asking every team member to run and save a copy of the report are two factors that can cause report generation failures and increased runtimes. Running reports during peak hours can put additional load on the system and affect its performance and availability. Asking every team member to run and save a copy of the report can create redundant data and consume unnecessary storage space. To avoid these issues, you can follow some best practices for running reports, such as:
* Run reports during off-peak hours or schedule them for later delivery.
* Share reports with other users instead of creating multiple copies.
* Adjust report parameters to include only relevant data and filters.
* Review and delete unused or outdated reports regularly. References:
https://help.mypurecloud.com/articles/best-practices-for-running-reports/
https://help.mypurecloud.com/articles/share-a-report/
NEW QUESTION # 27
You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
- A. Add John to Genesys Cloud CX again so that a new invitation will be generated.
- B. Submit a ticket to Genesys Cloud CX support.
- C. Resend the invite.
- D. Tell John to be patient and wait for the email to arrive.
Answer: C
Explanation:
Explanation
The best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX is to resend the invite. When you add a new user to Genesys Cloud CX, an invitation email is sent to the user's email address with a link to activate their account and set their password. If the user does not receive the invitation email, you can resend it from the Users page in Genesys Cloud CX Admin. References:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/resend-an-invitation-email/
NEW QUESTION # 28
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. User
- B. Supervisor
- C. admin
- D. employee
Answer: C
NEW QUESTION # 29
Select all available options for adding widgets to a performance dashboard. (Choose four.)
- A. Grid
- B. Text
- C. Metric
- D. Chart
- E. Agent Status
- F. Interaction
Answer: A,B,C,D
Explanation:
Explanation
Grid, Text, Metric, and Chart are four available options for adding widgets to a performance dashboard. A widget is a component that displays data in a specific format on a performance dashboard. You can add different types of widgets to customize your dashboard and show the data that you need. The other available options for adding widgets are Agent Status and Web Content. References:
https://help.mypurecloud.com/articles/add-widgets-to-a-performance-dashboard/
https://help.mypurecloud.com/articles/widget-types/
NEW QUESTION # 30
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Dialing Modes
- B. Contact Lists
- C. Campaigns
- D. Agents
- E. Evaluation Forms
Answer: A,B,C
Explanation:
Explanation
Contact lists, campaigns, and dialing modes are three items that need to be configured for an outbound campaign in Genesys Cloud CX. An outbound campaign is a process that initiates outbound interactions to a list of contacts based on various settings and rules. To create an outbound campaign, you need to configure the following items:
* Contact lists are files that contain information about the contacts that you want to reach with your outbound campaign, such as name, phone number, email address, etc.
* Campaigns are entities that define various aspects of your outbound campaign, such as dialing mode, schedule, retry options, etc.
* Dialing modes are methods that determine how Genesys Cloud CX places outbound calls to contacts based on various factors, such as agent availability, contact priority, dialing rate, etc.
Some other items that need to be configured for an outbound campaign are scripts, flows, queues, etc.
References: https://help.mypurecloud.com/articles/about-outbound-campaigns/
https://help.mypurecloud.com/articles/create-a-contact-list/
https://help.mypurecloud.com/articles/create-a-campaign/
https://help.mypurecloud.com/articles/dialing-modes-overview/
NEW QUESTION # 31
Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.
- A. False
- B. True
Answer: B
NEW QUESTION # 32
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)
- A. The DID number and the extension do not have the same last 4 digits.
- B. The DID number and extension are considered the same numbers and entered into the same phone.
- C. The DID number and extension are not listed in the DID or extension pools.
- D. The user does not have the proper license type, roles, and permissions.
Answer: C,D
Explanation:
Explanation
The DID number and extension are not listed in the DID or extension pools and the user does not have the proper license type roles and permissions are two reasons behind a user not receiving calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu.
* A DID number is a direct inward dialing number that allows callers to reach an individual user directly without going through an operator or IVR menu.
* An extension is a short internal number that allows users to reach each other within an organization without dialing a full phone number.
* A DID pool is a collection of DID numbers that are available for assignment to users or queues.
* An extension pool is a collection of extensions that are available for assignment to users.
To receive calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu , a user needs to have their DID number and extension listed in the DID pool and extension pool respectively . If their DID number or extension is not listed in the pools , they will not be able to receive calls through them . Additionally , a user needs to have the proper license type , roles , and permissions assigned to their profile to receive calls through their assigned DID number or extension . A license type determines what features and functions a user can access in Genesys Cloud CX . A role determines what actions a user can perform or see in Genesys Cloud CX . A permission determines what specific feature or function a user can access within a role . To receive calls through their assigned DID number or extension , a user needs to have a license type that supports telephony features , such as Communicate , Collaborate , etc . They also need to have roles that allow them to use telephony features , such as Agent , Supervisor , etc . They also need to have permissions that allow them
NEW QUESTION # 33
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A. Safari
- B. Firefox
- C. Opera
- D. Chrome
- E. Internet Explorer
Answer: B,D
Explanation:
Explanation
Firefox and Chrome are two browsers that fully support Genesys Cloud CX. Genesys Cloud CX is a web-based application that requires a compatible browser to run properly. Firefox and Chrome are the recommended browsers for Genesys Cloud CX because they offer the best performance and functionality.
Safari is also supported but with some limitations. Internet Explorer and Opera are not supported by Genesys Cloud CX. References: https://help.mypurecloud.com/articles/supported-browsers/
https://help.mypurecloud.com/articles/browser-limitations/
NEW QUESTION # 34
Which role is automatically assigned to a new user?
- A. User
- B. admin
- C. Communicate - User
- D. employee
Answer: C
Explanation:
Explanation
The role that is automatically assigned to a new user is Communicate - User. This role grants basic permissions for using Genesys Cloud CX features such as chat, email, phone calls, etc. This role also determines the license type for the new user, which is Communicate - User license by default. References:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/communicate-user-role/
NEW QUESTION # 35
Which feature enables a voice interaction to interrupt an email interaction?
- A. ACD Skills
- B. Utilization
- C. Scripts
- D. Emergency Routing
Answer: B
Explanation:
Explanation
Utilization is a feature that enables a voice interaction to interrupt an email interaction when the voice interaction has a higher priority than the email interaction. Utilization is a percentage that indicates how much of an agent's time is spent on handling interactions. When an agent is handling an email interaction, their utilization is lower than when they are handling a voice interaction. Therefore, if a voice interaction arrives in the queue and there are no other available agents, the voice interaction can interrupt the email interaction and be routed to the agent with the lowest utilization. References:
https://help.mypurecloud.com/articles/utilization/
https://help.mypurecloud.com/articles/understand-how-email-interactions-work/
NEW QUESTION # 36
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