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Genesys Certification
GCP-GCX Exam
Genesys.GCP-GCX.v2024-01-19.q71 Dumps

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Question 1

Which of the following Edge feature contains the built-in remote survivability mode?

A.SIP gateway
B.Call broker
C.SIP proxy
D.Disaster recovery

Correct Answer: C

Explanation
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/

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Question 2

What additional functionality does Communicate bring to Genesys Cloud CX?

A.Knowledge-based features, such as FAQs and communities.
B.Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.
C.Call center features, such as ACD and scripting.
D.Directory capabilities, such as advanced search, profiles, and keyword searching.

Correct Answer: B

Explanation
Communicate is a feature that brings unified communications features to Genesys Cloud CX, such as telephony, unified messaging, voice conferencing, and auto-attendant. Communicate allows users to make and receive phone calls, send and receive messages, join voice conferences, and access voicemail within Genesys Cloud CX. Communicate also integrates with third-party applications, such as Salesforce, Microsoft Teams, Zoom, etc. References: https://www.genesys.com/pricing
https://www.genesys.com/genesys-cloud/features/communicate

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Question 3

You can add more than one outbound route to the contact center.

A.True
B.False

Correct Answer: A

Explanation
You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and preferences. You can add different outbound routes for different classifications of destination numbers, such as local, long distance, international, etc. You can also add different outbound routes for different trunks or numbering plans that you want to use for outgoing calls. You can also add different outbound routes for different priorities or failover scenarios that you want to implement for outgoing calls. References:
https://help.mypurecloud.com/articles/add-an-outbound-route/
https://help.mypurecloud.com/articles/outbound-routes-overview/

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Question 4

Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

A.Languages
B.Medians
C.Skills
D.Index Ratings
E.Knowledge levels

Correct Answer: A,C

Explanation
Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent.
Languages and skills are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
* Languages indicate an agent's ability to speak or write in different languages.
* Skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX routing uses these attributes to match each interaction with an agent who has the highest ratings for those attributes. References: https://help.mypurecloud.com/articles/about-acd-evaluation-methods/
https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/

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Question 5

What level of permissions does a user require to view the organization settings?

A.Agent
B.Supervisor
C.All of the above
D.Admin

Correct Answer: C

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