Oct-2021 Genesys GCP-GC-ADM Actual Questions and 100% Cover Real Exam Questions
GCP-GC-ADM Free Exam Questions & Answers PDF Updated on Oct-2021
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NEW QUESTION 29
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
- A. Roles
- B. Skills
- C. Language
- D. Queue
Answer: B,C
Explanation:
Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/
NEW QUESTION 30
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Campaign Management
- B. Campaign Dashboard
- C. Schedules
- D. Scripts
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 31
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. Reports
- B. All of the above
- C. Dynamic Views
- D. Dashboards
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 32
Currently, you manage all agents' schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?
- A. Workflow Process Automation
- B. Genesys Cloud Architect
- C. Workforce Management
- D. Genesys Cloud Reporting
Answer: C
Explanation:
Section: (none)
Explanation
NEW QUESTION 33
Which ACD routing method routes interaction to the next available agent?
- A. All of the above
- B. Standard ACD
- C. Bullseye ACD
- D. Skills based routing
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 34
Which definition matches the After Call Work option Mandatory, Time-boxed?
- A. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.
- B. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.
- C. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
- D. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 35
Which of the following components can be added to scripts? (Choose all that applies.)
- A. Visual Basic Control
- B. Call Flow
- C. Checkbox
- D. Text
- E. Web Page
- F. Image
Answer: C,D,E,F
Explanation:
Reference:
https://help.mypurecloud.com/articles/script-components/
NEW QUESTION 36
If you navigate away from the page without saving the Script, you will not lose any work you have completed.
- A. False
- B. True
Answer: B
NEW QUESTION 37
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. Contact lists must contain the home phone number and first and last name fields, at a minimum
- B. Each campaign can have its own contact list, or contact lists can be shared among campaigns
- C. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- D. A contact list can have its own unique structure, including an arbitrary number of phone number types
- E. Contact lists are read-only and cannot be updated by the agents
Answer: B,C,D
NEW QUESTION 38
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Reports
- B. Performance>Agents
- C. Admin>Contact Center
- D. Admin>Quality
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/
NEW QUESTION 39
Select the applicable options for Genesys Cloud Architect. (Choose three.)
- A. Convert text to speech
- B. Configure queues
- C. Receive and route calls
- D. Play pre-recorded messages
- E. Configure skills
Answer: A,B,D
NEW QUESTION 40
What are callable time sets?
- A. Callable Time Sets are used to define when a campaign starts and stops.
- B. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
- C. Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.
- D. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/
NEW QUESTION 41
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- B. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- C. The ability for customers to access their accounts via social media channels
- D. The ability to create and manage a Facebook page
Answer: C
NEW QUESTION 42
What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?
- A. Scoring
- B. Monitoring
- C. Calibration
- D. Evaluation
Answer: C
NEW QUESTION 43
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Intent of Call
- B. Skills
- C. Agent Availability
- D. Languages
Answer: B,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 44
What does it imply when a campaign does not dial a list of telephone numbers?
- A. Unable to reach the customer
- B. They are in the DNC list
- C. The telephone number is wrong
- D. The call went unanswered
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
NEW QUESTION 45
Several people have complained that they try to join a group chat and they can't find the group in a search. What is the most likely reason?
- A. Group chat is only available to administrators
- B. The group is set to public
- C. The group is set to members only and they are not members of the group
- D. The group is in the wrong Organization
Answer: D
NEW QUESTION 46
When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.
- A. False
- B. True
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/
NEW QUESTION 47
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- A. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.
- B. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.
- C. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
- D. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 48
Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)
- A. Interaction
- B. Dynamic Views
- C. Reports
- D. Dashboard
Answer: A,C,D
NEW QUESTION 49
Put the steps below in the correct order to successfully complete the Calibration process:
1. Evaluate the interactions
2. Discuss the calibration results
3. Record interactions based on Policies
4. Take action on calibration results
5. Select and assign interactions for calibration
- A. 3, 5, 1, 2, 4
- B. 3, 4, 5, 2, 1
- C. 3, 5, 1, 4, 2
- D. 3, 5, 4, 2, 1
Answer: A
NEW QUESTION 50
ABC Corporation plans to purchase the Genesys Cloud Contact Center solution from Genesys to meet their requirement for unlimited multi-channel interaction routing. Which would be the right license level for them to purchase?
- A. Genesys Cloud 1
- B. Communicate
- C. Genesys Cloud 3
- D. Collaborate
- E. Genesys Cloud 2
Answer: C
NEW QUESTION 51
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Latest GCP-GC-ADM Exam Dumps Recently Updated 62 Questions: https://drive.google.com/open?id=1nkOjA_kTMhFDSA5gVJdrPBB3P6VS0f5x
