Which of the following entities is used to ensure that people within your organization have the rights
and permissions that they need within Genesys Cloud CX?
D
Explanation:
Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles
can be assigned to users individually or through groups. Roles determine what features and functions
users can access and what they can do within those features. Reference:
https://help.mypurecloud.com/articles/about-roles/
https://help.mypurecloud.com/articles/add-
roles-to-a-user/
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
A
Explanation:
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk, which allow agents to use
Genesys Cloud CX features within their CRM applications. The embedded clients provide seamless
integration between Genesys Cloud CX and Salesforce or Zendesk, such as screen pop, click-to-dial,
call logging, and more. Reference: https://help.mypurecloud.com/articles/about-salesforce-
integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
Which of the following are AND Evaluation Methods? (Choose three.)
ABC
Explanation:
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical
AND operations. This means that all the required skills must match for an agent to be eligible for an
interaction. There are three types of AND Evaluation Methods: All skills matching, Best available
skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they
have in common with the interaction. Best available skills evaluates agents based on the highest skill
proficiency level they have in common with the interaction. Bullseye matching evaluates agents
based on predefined rings of skill requirements that relax as the selection pool expands from one
ring to the next. Reference: https://help.mypurecloud.com/articles/evaluation-methods/
https://help.mypurecloud.com/articles/bullseye-routing/
What is the distinguishing feature between queues and groups?
C
Explanation:
Queues and groups are both used to organize users within Genesys Cloud CX, but they have different
purposes and capabilities. Queues are used to route interactions to agents based on various criteria,
such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing
logic and actions for different types of interactions. Groups are used to manage users and their
permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in
Architect flows. Reference: https://help.mypurecloud.com/articles/about-queues/
https://help.mypurecloud.com/articles/about-groups/
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
A, C
Explanation:
Language and Skills are two categories of ACD skills that can be added to a user or an interaction.
ACD skills are used to match agents and interactions based on their abilities and requirements.
Language skills indicate the languages that an agent can speak or an interaction needs. Skills indicate
the areas of expertise or knowledge that an agent has or an interaction requires. Reference:
https://help.mypurecloud.com/articles/about-acd-skills/
https://help.mypurecloud.com/articles/add-skills-to-a-user/
Which feature enables a voice interaction to interrupt an email interaction?
A
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. Reference: https://help.mypurecloud.com/articles/utilization/
https://help.mypurecloud.com/articles/understand-how-email-interactions-work/
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to
the next.
What is the maximum number of rings that can be defined for Bullseye routing?
A
Explanation:
The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type
of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that
relax as the selection pool expands from one ring to the next. Each ring can have one or more
required skills and a minimum proficiency level for each skill. The first ring has the strictest skill
requirements and the last ring has the loosest skill requirements. Reference:
https://help.mypurecloud.com/articles/bullseye-routing/
The license used by a user is determined by the permissions enabled in the roles assigned to that
user.
A
Explanation:
The license used by a user is determined by the permissions enabled in the roles assigned to that
user. Genesys Cloud CX offers different types of licenses with different levels of access and
functionality. Each license corresponds to a set of permissions that enable or disable certain features
within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated
with that role, which in turn determines their license type. Reference:
https://help.mypurecloud.com/articles/about-licenses/
https://help.mypurecloud.com/articles/assign-licenses-to-users/
Which role is automatically assigned to a new user?
B
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.
Reference: https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/communicate-user-role/
Select the features available in Genesys Cloud CX Architect. (Choose three.)
ABE
Explanation:
Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows
for inbound and outbound voice interactions. Architect provides various actions and tasks that can be
used to define the logic and behavior of call flows. Some of these features are playing pre-recorded
messages, converting text to speech, receiving and routing calls, collecting user input, transferring
calls, etc. Reference: https://help.mypurecloud.com/articles/about-architect/
https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/
Select the categories of Prompts in Architect. (Choose two.)
A, D
Explanation:
User and System are two categories of prompts in Architect. Prompts are containers that hold audio
messages and text-to-speech pairings on a per language basis. User prompts are company-specific
prompts created by Architect users. System prompts are Architect-provided, generic prompts to
indicate numbers, dates, days of the week, months, and so on. Reference:
https://help.mypurecloud.com/articles/call-prompts/
https://help.mypurecloud.com/articles/user-
prompts/
Which of the following statements about scripts is true?
C
Explanation:
Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be
used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance,
information, or questions for the agents to use during an interaction. Scripts can also include
dynamic content, such as data actions, web pages, images, etc. Reference:
https://help.mypurecloud.com/articles/about-scripts/
https://help.mypurecloud.com/articles/create-a-script/
Which of the following components can be added to scripts? (Choose four.)
BDEF
Explanation:
Text, Checkbox, Web Page, and Image are some of the components that can be added to scripts.
These components allow agents to view or enter information during an interaction. Text components
display static or dynamic text content. Checkbox components allow agents to select one or more
options from a list. Web Page components display a web page within the script. Image components
display an image within the script. Reference: https://help.mypurecloud.com/articles/add-a-text-
component-to-a-script/ https://help.mypurecloud.com/articles/add-a-checkbox-component-to-a-
script/ https://help.mypurecloud.com/articles/add-a-web-page-component-to-a-script/
https://help.mypurecloud.com/articles/add-an-image-component-to-a-script/
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right
place at the right time?
C
Explanation:
Reference: https://help.mypurecloud.com/articles/plan-workforce-management/
Workforce Management is a feature that helps ensure that enough agents are in the right place at
the right time. Workforce Management allows administrators to forecast staffing needs based on
historical data and trends, create schedules that optimize agent availability and preferences, monitor
agent adherence and performance in real time, and adjust schedules as needed. Reference:
https://help.mypurecloud.com/articles/about-workforce-management/
https://help.mypurecloud.com/articles/workforce-management-overview/
Which of the following is not a Quality Management feature?
C
Explanation:
Scheduling is not a Quality Management feature. Quality Management is a feature that allows
supervisors and quality evaluators to monitor, evaluate, and improve the quality of agent
interactions. Quality Management includes features such as Evaluation Forms, Policies, Interaction
Recording, Calibration Sessions, etc. Reference: https://help.mypurecloud.com/articles/about-
quality-management/
https://help.mypurecloud.com/articles/quality-management-overview/