[Aug-2022] GCP-GC-ADM Exam Dumps – Free Demo & 365 Day Updates [Q14-Q35]

[Aug-2022] GCP-GC-ADM Exam Dumps – Free Demo & 365 Day Updates

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Q14. By Default, Line recording is disabled.

 True

 False

Reference:
https://help.mypurecloud.com/articles/enable-line-recording/

Q15. What additional functionality will your business have by setting up and using ACD Messaging in your contact center?

 The ability to receive and route specific tweets to agents so that they can respond to those tweets

 The ability to create and manage a Facebook page

 The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets

 The ability for customers to access their accounts via social media channels

Q16. What Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?

 Dialog boxes

 Scripts

 Toast pop-ups

 IVR prompts

Q17. Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)

 Language

 Roles

 Skills

 Queue

Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/

Q18. Which definition matches the After Call Work option Mandatory, Time-boxed?

 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.

 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.

 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.

 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.

Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

Q19. Which of the following media types can be selected when creating a report? (Choose three.)

 Email

 Chat

 Voicemail

 Voice

Q20. 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?

 The group is in the wrong Organization

 Group chat is only available to administrators

 The group is set to members only and they are not members of the group

 The group is set to public

Q21. 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?

 Workforce Management

 Workflow Process Automation

 Genesys Cloud Architect

 Genesys Cloud Reporting

Section: (none)
Explanation

Q22. Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)

 Update the Do Not Call list with records that have the appropriate wrap-up code

 Determine how many evaluations per hour to assign to a quality evaluator

 Set up a schedule to run a daily report

 Automatically assign an evaluation for all calls over 5 minutes

 Determine how long to retain recordings and whether to archive or delete them

Reference:
https://help.mypurecloud.com/articles/about-quality-policies/

Q23. Call Recording is enabled in .

 Admin > Telephony

 Admin > Quality

 Admin > Contact Center

Q24. What is a critical

 Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.

 Critical Questions are Questions that the agent must answer.

 Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.

 If answered “No”, critical Questions will result in an evaluation score of zero for the interaction.

Q25. Which definition matches the ACD Evaluation Method Best Available Skills?

 Looks for the first available agent and ignores any skill requirements

 Matches the interaction to the first available agent who has all of the requested skills

 Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent’s proficiency rating for each of the requested skills

ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent’s proficiency rating for each of the requested skills.

Q26. Which of the following components can be added to scripts? (Choose all that applies.)

 Visual Basic Control

 Text

 Call Flow

 Checkbox

 Web Page

 Image

Reference:
https://help.mypurecloud.com/articles/script-components/

Q27. The Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next. How many rings maximum may be defined for Bullseye routing?

 8

 6

 4

 2

Q28. 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

 3, 5, 4, 2, 1

 3, 5, 1, 4, 2

 3, 5, 1, 2, 4

 3, 4, 5, 2, 1

Q29. Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?

 Account Codes

 Wrap-up Codes

 Resolution Codes

 Status

Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/

Q30. Which definition matches the After Call Work option Optional?

 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.

 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.

 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.

 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.

Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

Q31. Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

 Reports

 Performance>Agents

 Admin>Contact Center

 Admin>Quality

Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/

Q32. Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?

 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.

 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.

 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.

 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.

Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

Q33. Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)

 Skills

 Additional attribute ratings

 Language

 Time since the agent became available

 Staffing requirements

Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Q34. What is a fatal question in an Evaluation Form?

 Fatal Questions have a heavier weight than non-fatal Questions

 Fatal Questions are also critical Questions. If scored “No” the evaluation score will be zero

 Fatal Questions are also critical Questions. If scored “No” the agent will be terminated

 Fatal Questions are the same as critical Questions

Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/

Q35. Select the types of scheduling available in Genesys Cloud. (Choose two.)

 Manual Scheduling

 Load based Scheduling

 Automated Scheduling

 All of the above

 Loading …

What is the duration of the Genesys GCP GC ADM Exam

• Format: Multiple choices, multiple answers
• Number of Questions: 45
• Language: English
• Length of Examination: 120 Minutes
• Passing score: 55%.

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