最適なGCP-GC-ADM試験準備問題集でGenesys GCP-GC-ADM問題集PDFを試そう！[2022]
Genesys GCP-GC-ADM試験受験生を確実にパスさせるGCP-GC-ADM学習問題集
質問 27
Where are Genesys Cloud call recordings stored?
- A. Recording Management
- B. Cloud
- C. Web Service
- D. AWS Cloud
正解: B
解説:
Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/
質問 28
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Agent Availability
- B. Intent of Call
- C. Languages
- D. Skills
正解: C,D
解説:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
質問 29
When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.
- A. True
- B. False
正解: B
解説:
Reference:
https://help.mypurecloud.com/articles/configure-a-group-phone-number/
質問 30
A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation Method. What agent property is used to determine the next available agent?
- A. Skill
- B. Department
- C. Time since they last handled an ACD interaction
- D. Cost
正解: A
解説:
Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/
質問 31
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A. Scheduling
- B. Automatic Call Distribution
- C. Call Routing
- D. Architect
正解: B
質問 32
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Matches the interaction to the first available agent who has all of the requested skills
- B. Looks for the first available agent and ignores any skill requirements
- C. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills
正解: C
解説:
ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.
質問 33
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Internet Explorer
- B. Chrome
- C. Firefox
- D. Avant
- E. Safari
- F. Opera
正解: B,C
解説:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
質問 34
What is a DNC list?
- A. A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
- B. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
- C. A DNC list is a table containing phone numbers that a campaign should never dial.
- D. A DNC list is another name for a contact list.
正解: A
質問 35
Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)
- A. Reports
- B. Interaction
- C. Dashboard
- D. Dynamic Views
正解: A,B,C
質問 36
Currently, you manage all agents' schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?
- A. Genesys Cloud Reporting
- B. Workflow Process Automation
- C. Genesys Cloud Architect
- D. Workforce Management
正解: D
解説:
Section: (none)
Explanation
質問 37
Several people have complained that they try to join a group chat and they can't find the group in a search. What is the most likely reason?
- A. The group is set to public
- B. The group is set to members only and they are not members of the group
- C. The group is in the wrong Organization
- D. Group chat is only available to administrators
正解: C
質問 38
Recording Policies can be configured for what type(s) of contact(s)?
- A. Chat
- B. Email
- C. All of the above
- D. Call
- E. Message
正解: D
質問 39
What is a fatal question in an Evaluation Form?
- A. Fatal Questions have a heavier weight than non-fatal Questions
- B. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
- C. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
- D. Fatal Questions are the same as critical Questions
正解: C
解説:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
質問 40
Which option provides the ability for an email interaction to be interrupted by voice?
- A. Admin>Routing>Emergencies
- B. Admin>Contact Center>Utilization
- C. Admin>Contact Center>ACD Skills
- D. Admin>Routing>Disconnect Interactions
正解: B
質問 41
What is the recommended way to create a .csv file?
- A. Use a .csv application to create .csv files
- B. Use a text editor, such as Notepad, to create your .csv files
- C. Use a word processing application, such as Microsoft Word, to create your .csv files
- D. Create a spreadsheet and export it as a .csv file
正解: A
解説:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
質問 42
Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)
- A. Staffing requirements
- B. Additional attribute ratings
- C. Time since the agent became available
- D. Language
- E. Skills
正解: C,D,E
解説:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
質問 43
What is a critical
- A. Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.
- B. Critical Questions are Questions that the agent must answer.
- C. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.
- D. Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.
正解: D
質問 44
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Chat
- B. Voicemail
- C. Email
- D. Voice
正解: A,C,D
解説:
Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
質問 45
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- A. 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.
- B. 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.
- C. 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.
- D. 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.
正解: B
解説:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
質問 46
What Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?
- A. Dialog boxes
- B. Toast pop-ups
- C. Scripts
- D. IVR prompts
正解: C
質問 47
What two options are available to create a customized user role?
- A. Create a new Group and assign the necessary permissions to the group
- B. Create or modify a workgroup to meet your needs
- C. Create a new Role and assign the necessary permissions to that role
- D. Copy an existing role then add the necessary permissions to meet your needs
正解: C
質問 48
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
- A. Resolution Codes
- B. Wrap-up Codes
- C. Account Codes
- D. Status
正解: B
解説:
Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/
質問 49
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- B. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- C. The ability for customers to access their accounts via social media channels
- D. The ability to create and manage a Facebook page
正解: C
質問 50
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