Exam Code : GCX-ARC
Exam Name : Genesys Cloud CX: Architect Certification
Vendor Name :
"Genesys"
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Genesys Cloud CX: Architect Certification
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Which of the following components can be configured to read and write data from a CRM?
Set UUI Data
Get Participant Data
Call Data Action
Set Participant Data
Select the types of scheduling available in Genesys Cloud. (Choose two.)
Manual Scheduling
Load based Scheduling
Automated Scheduling
All of the above
Which of the following feature is used to test the created flow before it goes live?
Validate
Publish
Test
Debug
You are the administrator of a contact center and assigned to advertise an upcoming product to your customers. Choose all the correct options for this scenario. (Choose two.)
Use an outbound campaign to promote the product.
Use the directory feature for advertising the product.
Use the prompt feature to play the product details every time customer dials your contact center.
Use the data tables feature for advertising the product.
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
Reports
Performance>Agents
Admin>Contact Center
Admin>Quality
Answer: D
Explanation:
Reference: https://help.mypurecloud.com/articles/quality-administrator-dashboard/
Which speech recognition feature is enabled by default for new Inbound call flows?
Enable speech recognition for the entire flow
Company Directory speech recognition
Complete match timeout
Incomplete match timeout
How many ways are there to initiate a secure call flow?
Two
Three
Four
Five
What is the minimum value for the number of times to repeat a menu?
1
2
5
0
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
The maximum capacity that an agent may handle simultaneously for each supported media type
The after call work time for each media type
The length of time that an agent may spend on each media type
The number of different media types that an agent may handle simultaneously
The media types that can interrupt current interactions that an agent is handling
Explanation:
Reference: https://help.mypurecloud.com/articles/utilization/
Select all the possible measurements for the selection timeout of every menu. (Choose two.)
Hours
Minutes
Seconds
Milliseconds
Microseconds
Which feature is a way to group and segregate objects used in the contact center, such as Architect flows, queues, users, and campaigns, within the same organization?
Prompts
Schedule
Divisions
Decision
You are creating an In-queue call flow and need to inform customers about the approximate time to connect to the agent. Select the correct action.
Hold Music
Play Wait Time
Play Estimated Wait Time
Approximate Wait Time
Select all the required parameters for configuring the Salesforce data actions. (Choose three.)
Username
Access ID
Password
ARN Number
Token
Answer: A,C,E
Question: 133
Which of the following components can be added to scripts? (Choose all that applies.)
Visual Basic Control
Text
Call Flow
Checkbox
Web Page
Image
Explanation:
Reference: https://help.mypurecloud.com/articles/script-components/
The interaction may not route properly if the default language skill is not selected.
True
False
Which of the following are valid response actions under Call Analysis Responses for Outbound Dialing? (Choose three.)
Transfer
Transfer to ACD Flow
Transfer to Outbound Flow
Transfer to Flow
Hangup
Transfer to Secure Flow
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.
Explanation:
Reference: https://help.mypurecloud.com/articles/configure-call-work-settings/
Select the correct format for a literal string expression for the following sentence: He said, âI will schedule the meeting for the specific time zone with AM/PM settingsâ.
âHe said, ' I will schedule the meeting for the specific time zone with AM \ PM settingsââ
He said, I will schedule the meeting for the specific time zone with AM \ PM settings
âHe said, /" I will schedule the meeting for the specific time zone with AM // PM settings/ââ
âHe said, " I will schedule the meeting for the specific time zone with AM \ PM settingsââ
If you navigate away from the page without saving the Script, you will not lose any work you have completed.
True
False
Explanation:
Reference: https://help.mypurecloud.com/articles/create-script/
Which of the Performance views shows real-time data with historical metrics to give you both short term and long- term views?
Reports
Dashboards
Dynamic Views
All of the above
Explanation:
Reference: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/