Genesys GCP-GC-IMP Practice Test Questions, Exam Dumps

Practice Exams:

View All

GCP-GC-IMP Genesys Practice Test Questions and Exam Dumps

Question 1

Which license offers features for organizations that require multi-channel based support, including social media along with Workforce Management in their contact center?

A. Genesys Cloud 1
B. Genesys Cloud 2
C. Genesys Cloud 3
D. Genesys Cloud 4

Correct answer: D

Explanation:

When organizations require multi-channel support, which includes integrating channels such as social media and the ability to manage workforce schedules, they often look for a solution that offers robust, flexible features tailored to these needs. Genesys Cloud is a suite of solutions designed to help businesses manage customer experience across multiple communication channels.

Genesys Cloud 1, Genesys Cloud 2, Genesys Cloud 3, and Genesys Cloud 4 all offer different tiers of functionality. The correct answer will depend on which level provides the specific support for multi-channel interaction, social media integration, and Workforce Management features.

The higher-tier solutions (typically Genesys Cloud 3 and Genesys Cloud 4) are designed for organizations that need more advanced features. These features include social media support, which is crucial for maintaining engagement across various digital channels like Twitter, Facebook, or Instagram. Furthermore, Workforce Management capabilities are essential for streamlining staffing and ensuring that agents are properly allocated according to the volume and demand across various communication channels.

Genesys Cloud 4 is likely the answer that offers the most comprehensive features, combining multi-channel support, social media tools, and Workforce Management. It is ideal for organizations that need more advanced capabilities for managing a large volume of customer interactions across multiple platforms, including those that require complex scheduling and workforce optimization.

Question 2

Where can you find people in your organization and add external contacts to the organization?

A. Documents
B. Activity
C. Directory
D. Location

Answer: C

Explanation:

To manage contacts in an organization, including finding people within the organization and adding external contacts, the appropriate place to do so is the Directory. The Directory serves as a centralized list or database of people who are part of the organization, allowing users to easily search for colleagues, view contact information, and even organize the directory to display additional details. This feature is crucial for communication and collaboration within the organization.

The other options, such as Documents, Activity, and Location, serve different purposes that are not focused on managing contacts or adding external ones.

Documents primarily refer to files or content within a system, where users might store, share, and collaborate on work-related documents. This area doesn't typically facilitate the management of people or contacts.
Activity focuses on tracking events, tasks, or actions within the system, such as updates, communications, or interactions. While useful for understanding what's happening in the organization, it does not serve the purpose of adding or viewing contacts.
Location refers to the physical or virtual place where individuals or teams might be situated. It helps in finding the physical location of someone or determining their availability based on location, but it does not manage or store contact details.

Therefore, the Directory is the best option for managing internal and external contacts within an organization.

Question 3

How many categories of routing are there in a Call Route under the Call Routing page?

A. 5
B. 4
C. 3
D. 2

Answer: B

Explanation:

In the context of call routing systems, the Call Routing page typically allows you to configure different categories or types of routes that determine how calls are directed through the system. There are generally four categories of routing available. These categories help in organizing and streamlining how calls are managed, based on criteria such as time, destination, or type of service.

Here's a breakdown of how the four categories function:

Time-based routing: Calls are routed based on the time of day, ensuring that calls are directed to the right team or queue depending on working hours, holidays, or after-hours.
Geographical routing: Calls can be routed depending on the location of the caller, allowing the system to send calls to regional or local teams.
Skill-based routing: This method ensures that calls are sent to the most qualified agents based on their skills. For example, if a caller needs technical support, the system will route the call to an agent with expertise in technical issues.
Priority-based routing: Calls can be assigned different levels of priority. For example, VIP customers may be routed to a special queue, ensuring they receive faster service than other callers.

The other options (A, C, D) suggest different numbers of categories, but according to standard configurations and best practices for call routing, there are typically four categories.

Question 4

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

A. True
B. False

Answer: A

Explanation:

In a contact center, outbound routes are used to determine how calls are made from the contact center to external parties. These routes can be customized and configured based on different criteria such as destination, call type, or even the time of day. The ability to add more than one outbound route provides flexibility and efficiency in managing outgoing calls.

There are several reasons why adding multiple outbound routes is beneficial:

Cost efficiency: Different routes may be linked to various service providers or carriers that offer more competitive rates for certain destinations. By using multiple routes, a contact center can optimize its costs for outbound calls.
Reliability: Having more than one route ensures that if one route fails or experiences technical issues, the system can automatically switch to another route, ensuring continuous operation and minimizing downtime.
Routing flexibility: Multiple routes allow for more sophisticated configurations based on time, geography, or call type. For example, calls to certain regions may be routed through a specific provider, while international calls could use a different route.
Compliance and security: Some outbound calls may need to comply with specific regulations or security protocols. By having separate routes, organizations can ensure that sensitive calls are directed through secure channels.

Therefore, the statement is True because contact centers typically support the addition of multiple outbound routes, allowing businesses to enhance their operational efficiency, cost management, and service reliability.

Question 5

Where do you add the list of IP or CIDR addresses allowed or denied access to an External or Phone Trunk?

A. Availability
B. SIP Access Control
C. Outbound
D. Calling

Answer: B

Explanation:

When managing trunks in a telephony system, especially in a context involving SIP (Session Initiation Protocol), it is crucial to control which IP addresses or CIDR (Classless Inter-Domain Routing) addresses are allowed or denied access to ensure the security and proper functioning of the system. This is typically handled in the SIP Access Control section of the system.

SIP Access Control is specifically designed to manage which external IP addresses or ranges (specified as CIDR blocks) can or cannot connect to a SIP trunk. This helps prevent unauthorized access, ensuring that only trusted devices or networks can make or receive calls via the trunk.

The other options are unrelated to the management of IP or CIDR addresses:

Availability: This refers to the status or conditions under which services are available, such as monitoring whether certain trunks or services are online or offline. It does not deal with controlling access to external systems based on IP addresses.
Outbound: This typically refers to the direction of calls made from the contact center to external numbers. It involves routing, but it is not focused on controlling access through IP or CIDR filtering.
Calling: This option relates to configuring the general call handling features and settings, such as setting call routes or determining which trunks to use for specific calls, but does not involve access control by IP.

Thus, the correct place to manage IP or CIDR address access to an external or phone trunk is the SIP Access Control section.

Question 6

Which two types of phone trunks are available in Genesys Cloud? (Choose two.)

A. Gateway
B. SIP
C. Outbound Proxy
D. WebRTC

Answer: B, D

Explanation:

In Genesys Cloud, phone trunks are essential for connecting the platform to external telephony systems, enabling voice communication. There are two primary types of phone trunks available:

SIP Phone Trunk: This trunk type utilizes the Session Initiation Protocol (SIP) to establish and manage voice communication sessions. SIP is a widely adopted protocol in VoIP (Voice over IP) systems, allowing for efficient call setup, management, and teardown. In Genesys Cloud, SIP phone trunks are used to connect to external SIP-based systems, such as on-premises PBXs or third-party VoIP providers. Configuration involves specifying parameters like transport protocol (UDP, TCP, or TLS), listen port, and SIP access control settings.
WebRTC Phone Trunk: Web Real-Time Communication (WebRTC) is a technology that enables peer-to-peer communication directly between web browsers without the need for plugins. In Genesys Cloud, WebRTC phone trunks facilitate communication between the platform and WebRTC-enabled devices, such as browsers or mobile applications. This trunk type is particularly useful for integrating web-based contact centers or enabling agents to handle calls directly from their browsers. Configuration includes selecting the appropriate WebRTC phone trunk type based on the deployment model (BYOC Cloud or BYOC Premises).

The other options listed are not types of phone trunks in Genesys Cloud:

A. Gateway: While gateways are used in telephony systems to connect different networks or protocols, they are not classified as a specific type of phone trunk in Genesys Cloud. Instead, gateways may be involved in facilitating communication between different trunk types or external systems.
C. Outbound Proxy: An outbound proxy is a network component that forwards requests from clients to external servers. While outbound proxies can be part of a telephony infrastructure, they are not considered a type of phone trunk in Genesys Cloud. Instead, they may be used in conjunction with SIP trunks to route traffic appropriately.

In summary, the two types of phone trunks available in Genesys Cloud are SIP and WebRTC, each serving distinct purposes for integrating external telephony systems with the platform.

Question 7

Where do you configure the Auto Invite setting to send email invites automatically when users are added?

A. Admin > Account Settings > Organization Settings
B. Admin > Account Settings > Organization
C. Admin > Account Settings > Organization Settings > Settings

Answer: C

Explanation:

In Genesys Cloud, the Auto Invite setting is used to automatically send email invitations to new users when they are added to the system. This feature simplifies the user onboarding process by ensuring that new users receive the necessary details to access their accounts without requiring manual intervention.

To configure this setting, you need to navigate through the following steps:

Admin > Account Settings: This is where general administrative settings are found, including settings related to user management, organization configurations, and other account-wide settings.
Organization Settings: Under this section, you will find configurations specific to the organization, such as permissions, integrations, and various operational settings. This is a critical area for setting up things that affect how the organization operates at a high level.
Settings: The Auto Invite setting is specifically found under this option, where you can configure different settings that govern how new users are invited into the system. When this setting is enabled, new users who are added to the organization will automatically receive an email invite to join the system, making the user setup process more efficient.

The other options listed are not as specific to this setting:

A. Admin > Account Settings > Organization Settings: While this option brings you to a relevant part of the system, it does not go deep enough into the specific configuration needed for the Auto Invite setting. The additional Settings section under Organization Settings is required to activate this functionality.
B. Admin > Account Settings > Organization: This option is more general and lacks the specific detail for configuring the Auto Invite feature, which is nested within a deeper level of the organization settings.

Therefore, the correct answer is C, where you configure the Auto Invite setting under Admin > Account Settings > Organization Settings > Settings.

Question 8

You want to have a video chat with Jill and Amelia in the Kayak Guides room. You have clicked on the Open video call icon to initiate the video chat. What else must happen next for the video chat to work?

A. Other participants must also click on the Open video call icon.
B. All participants must click on the Join button in the video chat view.
C. All participants, except the initiator, must click on the Join button in the chat view.
D. Participants automatically placed in the video chat when clicking on the chat room.

Answer: B

Explanation:

When you initiate a video chat in a platform like Genesys Cloud, several steps are involved in ensuring that all participants can join and interact in the video call. After clicking the Open video call icon to initiate the video chat, the next critical step is that all participants must click on the Join button in the video chat view.

B. All participants must click on the Join button in the video chat view: Once the video call is initiated, the other participants (Jill and Amelia, in this case) will receive a prompt or notification that a video call has been started. To actually join the call, they need to click on the Join button in the video chat view. This step ensures that all participants are connected and active in the video chat session. It’s common for video calls to require each participant to actively opt-in by clicking a button, ensuring they are ready to join.

Let’s consider the other options:

A. Other participants must also click on the Open video call icon: This is not accurate because the Open video call icon is clicked by the initiator to start the video chat, not the participants. Participants join by clicking the Join button, not the same icon used to start the call.
C. All participants, except the initiator, must click on the Join button in the chat view: While this answer is partially correct, the focus should be on all participants (including the initiator) needing to click the Join button. The initiator generally remains in the call as soon as they start it, but the other participants must click Join to be connected.
D. Participants automatically placed in the video chat when clicking on the chat room: This option is incorrect because participants must actively click the Join button to join the video chat after the call is initiated. Simply clicking the chat room would not automatically connect them to the video call.

In summary, the correct sequence is that once the video chat is initiated by the Open video call icon, all participants must click on the Join button to be added to the video call, making option B the correct answer.

Question 9

You want each group to have a place where they can upload, organize, and share documents and files. Which setting would you click to configure this behavior?

A. Workspaces
B. People
C. Queues
D. Groups

Answer: A

Explanation:

To enable each group to upload, organize, and share documents and files, the appropriate setting to configure is Workspaces. A Workspace is a collaborative environment that allows teams or groups to manage and share documents, files, and other resources. By setting up a Workspace for each group, you provide them with a dedicated space where they can store and organize their files, share them with other members of the group, and collaborate effectively.

A. Workspaces: This feature is specifically designed to provide groups with the tools they need to manage and organize content, such as documents and files. A Workspace can be customized for each group, offering a centralized location for file sharing, document storage, and collaboration. This allows group members to upload and manage files with ease.

The other options are not appropriate for configuring the ability to upload and share documents:

B. People: This section refers to the individuals in the organization, not to collaborative spaces where files are stored or shared. The People setting is focused on managing user accounts, permissions, and roles, not file management.
C. Queues: Queues are used to organize tasks or work items, particularly in call centers or customer service environments. Queues manage the flow of work but do not provide a space for file uploads or document sharing.
D. Groups: While Groups may refer to teams or collections of people within the organization, they are not specifically designed to manage files. Groups are more about organizing users for communication or access purposes, not for collaborative document management.

Therefore, the correct answer is A, as Workspaces are designed for groups to upload, organize, and share documents and files.

Question 10

What is the maximum file size that a user can upload into Genesys Cloud Documents?

A. 10 MB
B. 100 MB
C. 2 GB
D. No Limit

Answer: C

Explanation:

In Genesys Cloud, the maximum file size that a user can upload into Documents is 2 GB. This means that individual files uploaded to the platform can be up to 2 gigabytes in size, allowing for the storage of large documents, presentations, videos, and other file types within the system.

It's important to note that while the file size limit is 2 GB, there are also considerations regarding storage capacity:

For organizations using a Genesys Cloud Communicate license, the available storage is 2 TB per organization.
For organizations with a Genesys Cloud CX 1, CX 2, or CX 3 license, there is unlimited storage available for all users.

These storage capacities ensure that organizations can manage and store a significant amount of data within the platform, accommodating various business needs and workflows.

In summary, the correct answer is C, as the maximum file size for uploads into Genesys Cloud Documents is 2 GB, and organizations have varying storage capacities based on their licensing.