Genesys 6Online version 151 a 169 by José María Jiménez Cárdenas 1 Which of the following containers is used to create a new campaign? a Scripts b Schedules c Campaign Dashboard d Campaign Management 2 John received the wrong items in his online food order. He contacted customer support by phone. Despite being put on hold for a considerable time, he eventually connected with an agent who exhibited rudeness and denied any responsibility for the mistakes. The poor customer service was subsequently shared on social media As a quality service agent, which tool provided by Genesys Cloud CX can you utilize to gain a better understanding of John's customer service experience? a Interaction recordings b Written evaluations c Reviewing chat logs and emails d Social media analytics 3 By default, Line Recording is disabled. a True b False 4 Which of the following statements defines a fatal a in an Evaluation Form? a Fatal questions are weighted higher than non-fatal questions. b Fatal questions are critical questions. If scored “No”, the evaluation score will be zero. c Fatal questions are critical questions. If scored “No”, the agent will be removed from the queue. d Fatal questions are the same as critical questions. 5 What is a major advantage of the Genesys Cloud CX environment being a collection of microservices? a Easier to isolate and correct bugs b Distributed data management c Increased scalability and flexibility 6 Disabling file attachments in chat is related to ______. a Global Settings b Security and Compliance c Telephony d Chat Settings 7 Why is it recommended as a best practice to have one additional Edge when configuring your contact center, in addition to the required number of edges? a In the event of an Edge failure, the additional Edge seamlessly takes over the workload. b It enables faster processing of customer requests. c It reduces the overall cost of maintaining the contact center infrastructure. d It simplifies integration with external CRM systems. 8 Customers can use hardware acquired from their preferred vendor for a BYOC Premises Edge server under the Genesys Hardware Solution. a False b True 9 A Branch Site can be converted to a Core Site when: a The option “Change to Core Site” is selected. b An Edge is assigned to the Branch Site. c An existing Core Site is demoted to a Branch Site. d The Location assigned to the Branch Site is deleted. 10 Which protocol is used to transport digitized audio? a TLS b TCP c RTP over UDP d SIP over UDP 11 What type of trunk would you configure to connect to Polycom Phones? a WebRTC phone trunk b Phone trunk c External trunk d Network interface trunk 12 In terms of security, your Organization can define which entities on the internet can contact Genesys Cloud CX through SIP Access Control configured in the External Trunk. a True b False 13 Select the types of Phone Trunks available in Genesys Cloud CX. (Choose two.) Choose one or more answers a Gateway b SIP c Outbound Proxy d WebRTC 14 Organizations with a single Communicate license can set up basic call routing. a True b 15 With the ______ feature provided by Genesys Cloud CX, an administrator can effectively monitor agents and analyze their performance. a Analytics Workspace b Group Workspace c Workspace d All of the above 16 Through the DNIS Performance view, you can identify performance issues due to a decline in call volumes and longer wait times for DNIS numbers. a True b False 17 On Genesys Cloud CX, the DNIS can only be a number or a Genesys Cloud CX user name a True b False 18 From the Interactions View, it is possible to access the details of only Inbound interactions. a True b False 19 The Skills Performance View shows skills requested by interactions as Skill Groups. a True b False
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