[2022年03月30日]GCP-GC-ADMサンプルには正確で更新された問題
GCP-GC-ADM試験情報と無料練習テスト
質問 31
Recording Policies can be configured for what type(s) of contact(s)?
- A. Chat
- B. Message
- C. All of the above
- D. Call
- E. Email
正解: D
質問 32
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Email
- B. Voice
- C. Chat
- D. Voicemail
正解: A,B,C
解説:
Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE
質問 33
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. All of the above
- B. Dashboards
- C. Reports
- D. Dynamic Views
正解: D
解説:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
質問 34
Which ACD routing method routes interaction to the next available agent?
- A. Skills based routing
- B. All of the above
- C. Bullseye ACD
- D. Standard ACD
正解: D
解説:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
質問 35
Which definition matches the After Call Work option Mandatory, Discretionary?
- A. 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.
- B. 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.
- C. 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.
- D. 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.
正解: A
解説:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
質問 36
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Admin>Contact Center
- B. Performance>Agents
- C. Reports
- D. Admin>Quality
正解: D
解説:
Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/
質問 37
If you have not created any additional templates, you will have several template options when creating a new script. What are the template options? (Choose two.)
- A. Default Inbound Script
- B. Default Outbound Script
- C. Collection Script Template
- D. Default Callback Script
- E. Blank Script
- F. Sales Script Template
正解: C,F
質問 38
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. Create a spreadsheet and export it as a .csv file
- D. Use a word processing application, such as Microsoft Word, to create your .csv files
正解: A
解説:
Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/
質問 39
What would you select from the Performance menu to view real-time statistics for all active campaigns?
- A. Scripts
- B. Campaign Management
- C. Schedules
- D. Outbound Campaigns
正解: D
解説:
Reference:
https://help.mypurecloud.com/articles/outbound-campaign-details-view/
質問 40
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. Department
- B. Time since they last handled an ACD interaction
- C. Cost
- D. Skill
正解: D
解説:
Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/
質問 41
Why must you create queues for ACD functionality to work?
- A. Queues match agents to an appropriate interaction using ACD
- B. Queues are the waiting lines for the agents who will be assigned interactions through ACD
- C. Queues are the waiting lines for interactions that are routed using ACD
- D. Queues provide ACD with a means to determine the skill level requirement of an interaction
正解: A
質問 42
What are callable time sets?
- A. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
- B. Callable Time Sets are used to define when a campaign starts and stops.
- C. Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.
- D. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
正解: B
解説:
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/
質問 43
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. IVR prompts
- B. Dialog boxes
- C. Toast pop-ups
- D. Scripts
正解: D
質問 44
What does it imply when a campaign does not dial a list of telephone numbers?
- A. Unable to reach the customer
- B. The call went unanswered
- C. The telephone number is wrong
- D. They are in the DNC list
正解: D
解説:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
質問 45
What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?
- A. Calibration
- B. Evaluation
- C. Scoring
- D. Monitoring
正解: A
質問 46
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A. Scheduling
- B. Architect
- C. Call Routing
- D. Automatic Call Distribution
正解: D
質問 47
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 Architect
- B. Workflow Process Automation
- C. Workforce Management
- D. Genesys Cloud Reporting
正解: C
解説:
Section: (none)
Explanation
質問 48
Which of the following components can be added to scripts? (Choose all that applies.)
- A. Text
- B. Checkbox
- C. Web Page
- D. Image
- E. Visual Basic Control
- F. Call Flow
正解: A,B,C,D
解説:
Reference:
https://help.mypurecloud.com/articles/script-components/
質問 49
What is a fatal question in an Evaluation Form?
- A. Fatal Questions are the same as critical Questions
- B. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
- C. Fatal Questions have a heavier weight than non-fatal Questions
- D. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
正解: B
解説:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
質問 50
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- B. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- 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 51
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Agent Availability
- B. Skills
- C. Languages
- D. Intent of Call
正解: B,C
解説:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
質問 52
Which definition matches the After Call Work option Optional?
- A. 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.
- B. 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.
- C. 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.
- D. 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.
正解: A
解説:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
質問 53
Which option provides the ability for an email interaction to be interrupted by voice?
- A. Admin>Routing>Disconnect Interactions
- B. Admin>Contact Center>ACD Skills
- C. Admin>Routing>Emergencies
- D. Admin>Contact Center>Utilization
正解: D
質問 54
Select the categories of Prompts in Architect. (Choose two.)
- A. User
- B. Menu
- C. System
- D. Data
正解: A,C
質問 55
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