Genesys GCX-GCD Cert Guide PDF 100% Cover Real Exam Questions
Pass GCX-GCD Exam - Real Questions and Answers
Genesys GCX-GCD Exam Syllabus Topics:
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NEW QUESTION # 34
In Genesys Cloud CX, the term conversation is defined as an interaction between multiple participants over at least one media channel such as chat, phone, or email.
Each conversation contains the end-to-end data for all interactions between the participants.
- A. False
- B. True
Answer: B
Explanation:
In Genesys Cloud CX, a conversation refers to an interaction involving multiple participants over one or more media channels, such as chat, phone, or email. Each conversation encompasses comprehensive data for all interactions among the participants, providing a complete view of the engagement history.
Reference:https://help.mypurecloud.com/glossary/conversation/
NEW QUESTION # 35
If you don't pass the paging parameters while querying, the default page size is set to _____.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
Explanation:
In Genesys Cloud CX, when making API requests that return a list of resources, if you don't specify paging parameters (pageSizeandpageNumber), the system defaults to a page size of 25 results. This means that the response will include up to 25 items per page unless you define otherwise.
Reference:https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query
NEW QUESTION # 36
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Agent Name
- B. Organization ID
- C. Company Name
- D. ID
Answer: B
Explanation:
When contacting the Genesys Cloud CX support team, you represent your organization using the Organization ID, which uniquely identifies your Genesys Cloud instance and helps support quickly access your account details.
NEW QUESTION # 37
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
- A. False
- B. True
Answer: B
Explanation:
Routing in Genesys Cloud CX directs customer interactions to the most suitable automated system or human agent based on defined rules, skills, or availability, ensuring efficient and effective communication handling.
NEW QUESTION # 38
Which of the following statements is NOT true regarding Management Units?
- A. Agents that handle the same set of interactions should belong to the same management unit.
- B. A maximum of 100 agents can be added lo a single Management Unit.
- C. Management Units partition agents and interactions into logical groups.
- D. They help you create, manage, and view schedules for a group.
Answer: B
Explanation:
Cloud CX supports more than 100 agents per Management Unit. Management Units are used to logically group agents for scheduling and forecasting, and there is no such hard limit of 100 agents per unit.
NEW QUESTION # 39
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
- A. Text Chat
- B. Video Chat
- C. Content Management
- D. AI Chat
Answer: D
Explanation:
Genesys Cloud CX Collaborate includes features such as text chat, video chat, and content management, enabling users to communicate and share information effectively. However, AI Chat is not a feature of Collaborate.
NEW QUESTION # 40
Error 400 by Notification service means the channel has been idle for 24 hours.
- A. False
- B. True
Answer: B
Explanation:
In Genesys Cloud CX, a notification channel remains active for 24 hours. If the channel is not renewed within this period, attempts to use it will result in a 400 error. To maintain an active channel beyond 24 hours, you must resubscribe to the topics before the channel expires. This can be achieved by sending aPOSTrequest to
/api/v2/notifications/channels/{channelId}/subscriptionswith an empty array as the body, effectively extending the channel's validity for another 24 hours. Implementing a recurring task to perform this resubscription every 23 hours is recommended to ensure continuous operation.
NEW QUESTION # 41
What is the timeout period for reconnecting the chat session?
- A. Three Minutes
- B. Two minutes
- C. Four Minutes
- D. Five Minutes
Answer: B
Explanation:
In Genesys Cloud CX, if a WebSocket connection for a chat session is lost, the system allows a two-minute window for reconnection. If the client does not reconnect within this period, the chat session is considered terminated.
NEW QUESTION # 42
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. Toast pop-ups
- B. Scripts
- C. Dialog boxes
- D. IVR prompts
Answer: B
Explanation:
Scripts in Genesys Cloud CX present caller information to agents and can guide them through interactions by allowing data collection or updates during the call, enhancing consistency and efficiency.
NEW QUESTION # 43
For updating a user in Genesys Cloud CX which HTTP method must be used?
- A. TRACE
- B. POST
- C. DELETE
- D. PATCH
Answer: D
Explanation:
In Genesys Cloud CX, the PATCH HTTP method is used to update an existing user's information. This method allows partial updates, meaning you can modify specific user attributes without affecting the rest of the user data.
NEW QUESTION # 44
Why are Divisions important in an organization?
- A. Divisions allow the organization to control which roles can be assigned to users.
- B. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
- C. Divisions are used to divide interactions equally between 2 or more queues.
- D. Divisions define which users can be assigned to queues.
Answer: B
Explanation:
In Genesys Cloud CX, Divisions enable organizations to logically separate and control access to various resources (like users, queues, flows) within the same org, supporting data security and operational boundaries.
NEW QUESTION # 45
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?
- A. Public Interface Services
- B. Core Services
- C. Communication Services
- D. Application Services
Answer: B
Explanation:
Core Services in Genesys Cloud CX handle fundamental platform functions such as account configuration, directory search, user membership management, phone call routing, and agent assignment, serving as the backbone of system operations.
NEW QUESTION # 46
Which of the following statements are true regarding the Preview API? (Choose two.)
- A. These resources are subject to both breaking and non-breaking changes at any time without notice.
- B. They are intended to be released publicly at some point in the future.
- C. Any developer may access these resources with no restrictions.
Answer: A,B
Explanation:
Preview APIs are made available as a preview of resources that are intended to be released publicly in the future.
Preview APIs are subject to both breaking and non-breaking changes at any time without notice.
NEW QUESTION # 47
John Smith developed a Genesys Cloud CX web application that is currently being used successfully by thousands of agents in North America at Global Software Company Recently, Global Software Company decided to deploy the solution for its agents in Europe However, agents are not able to log in.
What is likely to be the cause?
- A. The Client ID has expired.
- B. The OAuth client does not have the required scope.
- C. There is no client Secret associated to the OAuth client.
- D. The web app does not have an OAuth client created for that region.
Answer: D
Explanation:
Genesys Cloud CX operates in separate regional environments (e.g., North America, EMEA, APAC). OAuth clients are region-specific, meaning an OAuth client created for North America won't authenticate users in Europe. To resolve this, a new OAuth client must be created in the European region's environment.
NEW QUESTION # 48
As the Genesys Cloud CX product grows, additions are made to the API to support new features in the form of new resources, new HTTP methods for existing resources, and so on.
When breaking changes are necessary, they are deferred to the next major revision of the API, whenever possible.
- A. False
- B. True
Answer: B
Explanation:
Genesys Cloud CX aims to minimize breaking changes to maintain backward compatibility for its users.
When breaking changes are necessary, they are typically deferred until the next major revision of the API, ensuring a smoother transition for developers and users.
NEW QUESTION # 49
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)
- A. The user does not have the proper license type, roles, and permissions.
- B. The DID number and the extension do not have the same last 4 digits.
- C. The DID number and extension are considered the same numbers and entered into the same phone.
- D. The DID number and extension are not listed in the DED or extension pools.
Answer: A,D
Explanation:
For a user to receive calls via a DID number or extension in Genesys Cloud CX, the number must be properly provisioned in the system's DID or extension pools. Additionally, the user must have the appropriate license, roles, and permissions to handle voice interactions. Missing either of these configurations will prevent call delivery.
NEW QUESTION # 50
Which of the following statements are true? (Choose two.)
- A. A "query' endpoint is intended for users who need the most up-to-date data, and they need a response right now.
- B. A "query endpoint is best suited for bulk export of data.
- C. A "jobs' endpoint is intended for users who need the most up-to-date data, and they need a response right now.
D A jobs' endpoint is best suited for bulk export of data
Answer: A
Explanation:
A query endpoint provides real-time access to the most up-to-date data and returns the requested information immediately. This is ideal for scenarios where the user requires immediate responses.
A jobs endpoint, on the other hand, is designed for scenarios where bulk export of data is required. It processes requests asynchronously and provides a response when the export is complete, making it suitable for larger data sets that don't require an immediate response.
NEW QUESTION # 51
Which of the following applies to the Notifications API?
- A. The ping message will tell you if the authentication token is expired or not.
- B. There is noping message for Notification APIs.
- C. The ping messages are for topic subscriptions.
- D. The ping/pong messages will tell you if the socket is dropped or not.
Answer: D
Explanation:
In the Genesys Cloud CX Notifications API, ping/pong messages are used to check the healthof the WebSocket connection. These messages help detect if the socket is still open or if it has been dropped, enabling appropriate client-side handling.
NEW QUESTION # 52
AudioHook requires specialized libraries and services for orchestration, load balancing, serialization and session management.
- A. False
- B. True
Answer: A
Explanation:
AudioHook Monitor in Genesys Cloud CX doesnotrequire specialized libraries or services for orchestration, load balancing, serialization, or session management. It is designed to stream voice interactions to third-party services in near real-time without the need for additional infrastructure.
Reference:https://help.mypurecloud.com/articles/audiohook-monitor-overview/
NEW QUESTION # 53
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