[2025年02月] 確実合格する有効な方法Genesys試験問題集でGCP-GCX試験学習ガイド
GCP-GCX問題集とGenesys Cloud CX Certified Professional - Consolidated Examトレーニングコースでお客様の合格を楽にさせる学習合格試験問題！
Genesys GCP-GCX認定試験は、Genesys Cloud CXプラットフォームを使用して、カスタマーエクスペリエンス管理の分野における専門家のスキルと知識を検証するように設計されています。この認定試験は、Genesys Cloud CXソリューションの展開、構成、および管理に関する専門知識を実証したい個人を対象としています。 GCP-GCX試験は、Genesys Cloud CXに関連する複数のトピックをカバーする連結試験であり、候補者のスキルと知識を包括的にテストします。
質問 # 12
WebRTC phones require all hardware and software to be properly installed.
- A. True
- B. False
正解：B
解説：
Explanation
WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls.
Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work with headsets that have built-in call controls. References:
https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/
https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/
質問 # 13
Which options can be configured when setting up a queue? (Choose two.)
- A. Wrap-up Codes
- B. ACD Skills
- C. Utilization
- D. Alerting Timeout
- E. Inbound Flows
正解：A、C
解説：
Explanation
Wrap-up codes and utilization are two options that can be configured when setting up a queue. A queue is a logical grouping of agents who handle similar types of interactions, such as voice calls, chats, emails, etc. A queue can have various options configured to define its behavior and performance, such as:
* Wrap-up codes are labels that agents can assign to interactions after they complete them to indicate the outcome or reason for the interaction.
* Utilization is a percentage that indicates how much time an agent spends handling interactions versus being available for new interactions.
Some other options that can be configured when setting up a queue are routing method, service level target, maximum wait time, etc. References: https://help.mypurecloud.com/articles/about-queues/
https://help.mypurecloud.com/articles/create-and-configure-queues/
https://help.mypurecloud.com/glossary/wrap-up-code/ https://help.mypurecloud.com/glossary/utilization/
質問 # 14
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A. Running reports during peak hours.
- B. Adjusting report parameters in order to include fewer agents, queues, and interactions.
- C. Asking every team member to run and save a copy of the report.
- D. Reviewing and ensuring the usage of scheduled reports.
正解：A、C
解説：
Explanation
Running reports during peak hours and asking every team member to run and save a copy of the report are two factors that can cause report generation failures and increased runtimes. Running reports during peak hours can put additional load on the system and affect its performance and availability. Asking every team member to run and save a copy of the report can create redundant data and consume unnecessary storage space. To avoid these issues, you can follow some best practices for running reports, such as:
* Run reports during off-peak hours or schedule them for later delivery.
* Share reports with other users instead of creating multiple copies.
* Adjust report parameters to include only relevant data and filters.
* Review and delete unused or outdated reports regularly. References:
https://help.mypurecloud.com/articles/best-practices-for-running-reports/
https://help.mypurecloud.com/articles/share-a-report/
質問 # 15
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. Supervisor
- B. User
- C. admin
- D. employee
正解：C
解説：
The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin role grants full access to all features and functions within Genesys Cloud CX, including organization settings, integrations, user management, etc. The admin role is also required to activate licenses and subscriptions for Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/admin-role/ https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/
質問 # 16
To assign extensions to users, you must first __________.
- A. Buy the extension number from the carrier.
- B. Assign the extension to the user's phone.
- C. Create a pool of extensions.
- D. Add the extension to the dial plan.
正解：C
解説：
To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin. Reference: https://help.mypurecloud.com/articles/create-a-pool-of-extensions/ https://help.mypurecloud.com/articles/assign-extensions-to-users/
質問 # 17
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
- A. False
- B. True
正解：B
解説：
The license used by a user is determined by the permissions enabled in the roles assigned to that user. Genesys Cloud CX offers different types of licenses with different levels of access and functionality. Each license corresponds to a set of permissions that enable or disable certain features within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated with that role, which in turn determines their license type. Reference: https://help.mypurecloud.com/articles/about-licenses/ https://help.mypurecloud.com/articles/assign-licenses-to-users/
質問 # 18
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Performance > Workspace > Dashboards
- B. Admin > Quality
- C. Performance > Overview (Evaluations)
- D. Admin > Contact Center
正解：C
解説：
Explanation
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. References:
https://help.mypurecloud.com/articles/about-evaluations/
https://help.mypurecloud.com/articles/evaluations-overview/
質問 # 19
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. Supervisor
- B. User
- C. admin
- D. employee
正解：C
質問 # 20
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Company Name
- B. Organization ID
- C. Agent Name
- D. ID
正解：B
解説：
Organization ID is how you represent your organization when you contact the Genesys Cloud CX support team. Organization ID is a unique identifier that is assigned to your organization when you sign up for Genesys Cloud CX. Organization ID helps the Genesys Cloud CX support team to locate your organization's account information and provide faster and better service. You can find your organization ID by clicking Admin > Account Settings > Organization Settings in Genesys Cloud CX window. Reference: https://help.mypurecloud.com/articles/organization-id/ https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/
質問 # 21
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Quality Management
- B. Automatic Call Distribution
- C. Human Capital Management
- D. Workforce Management
正解：C
解説：
Human Capital Management is not a feature of Genesys Cloud CX contact center. Human Capital Management is a term that refers to the practices and processes involved in managing human resources in an organization, such as hiring, training, development, compensation, etc. Genesys Cloud CX contact center is a cloud-based solution that provides features and functions for managing customer interactions across multiple channels and devices. Some of the features of Genesys Cloud CX contact center are:
Workforce Management
Quality Management
Automatic Call Distribution
Skill-based Routing
Omnichannel Routing
Analytics and Reporting
Artificial Intelligence
Integrations Reference: https://www.genesys.com/genesys-cloud/features/contact-center https://www.genesys.com/glossary/human-capital-management
質問 # 22
_________ binds the numbering plan with the trunk.
- A. Edge Group
- B. Inbound route
- C. Edge
- D. Outbound route
正解：D
解説：
Explanation
Outbound route is what binds the numbering plan with the trunk in Genesys Cloud CX Telephony Admin menu. An outbound route is a logical connection that allows voice communication from Genesys Cloud CX to an external system or network using a trunk. An outbound route can have various options configured to define its behavior and performance, such as:
* Numbering plan
* Trunk
* Classification
* Priority
An outbound route binds the numbering plan with the trunk by specifying which numbering plan and which trunk to use for outgoing calls based on the classification of the destination number. An outbound route can also specify the priority of the trunk to use when multiple trunks are available for the same classification.
References: https://help.mypurecloud.com/glossary/outbound-route/
https://help.mypurecloud.com/articles/add-an-outbound-route/
質問 # 23
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
- A. Queue
- B. Language
- C. Roles
- D. Skills
正解：B、D
解説：
Explanation
Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires. References:
https://help.mypurecloud.com/articles/about-acd-skills/
https://help.mypurecloud.com/articles/add-skills-to-a-user/
質問 # 24
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
- A. False
- B. True
正解：B
質問 # 25
The________provides a high-level overview of a campaign's performance
- A. Campaign Performance Detail view
- B. Campaign Performance Summary view
- C. Historical view
- D. Q Outbound Campaign view
- E. Dynamic view
正解：B
解説：
The Campaign Performance Summary view in Genesys Cloud CX provides a high-level overview of a campaign's performance, summarizing key metrics and outcomes. This view is designed to give managers and supervisors a quick snapshot of how campaigns are performing, enabling them to assess the effectiveness of their outreach strategies and make informed decisions about adjustments or improvements needed to optimize results.
質問 # 26
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)
- A. The DID number and the extension do not have the same last 4 digits.
- B. The DID number and extension are considered the same numbers and entered into the same phone.
- C. The user does not have the proper license type, roles, and permissions.
- D. The DID number and extension are not listed in the DID or extension pools.
正解：C、D
解説：
The DID number and extension are not listed in the DID or extension pools and the user does not have the proper license type roles and permissions are two reasons behind a user not receiving calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu.
A DID number is a direct inward dialing number that allows callers to reach an individual user directly without going through an operator or IVR menu.
An extension is a short internal number that allows users to reach each other within an organization without dialing a full phone number.
A DID pool is a collection of DID numbers that are available for assignment to users or queues.
An extension pool is a collection of extensions that are available for assignment to users.
To receive calls through their assigned DID number or extension in Genesys Cloud CX Telephony Admin menu , a user needs to have their DID number and extension listed in the DID pool and extension pool respectively . If their DID number or extension is not listed in the pools , they will not be able to receive calls through them . Additionally , a user needs to have the proper license type , roles , and permissions assigned to their profile to receive calls through their assigned DID number or extension . A license type determines what features and functions a user can access in Genesys Cloud CX . A role determines what actions a user can perform or see in Genesys Cloud CX . A permission determines what specific feature or function a user can access within a role . To receive calls through their assigned DID number or extension , a user needs to have a license type that supports telephony features , such as Communicate , Collaborate , etc . They also need to have roles that allow them to use telephony features , such as Agent , Supervisor , etc . They also need to have permissions that allow them
質問 # 27
Which of the following is not a Quality Management feature?
- A. Policies
- B. Interaction Recording
- C. Evaluation Forms
- D. Scheduling
正解：D
解説：
Scheduling is not a Quality Management feature. Quality Management is a feature that allows supervisors and quality evaluators to monitor, evaluate, and improve the quality of agent interactions. Quality Management includes features such as Evaluation Forms, Policies, Interaction Recording, Calibration Sessions, etc. Reference: https://help.mypurecloud.com/articles/about-quality-management/ https://help.mypurecloud.com/articles/quality-management-overview/
質問 # 28
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Contact Lists
- B. Agents
- C. Evaluation Forms
- D. Campaigns
- E. Dialing Modes
正解：A、D、E
解説：
Contact lists, campaigns, and dialing modes are three items that need to be configured for an outbound campaign in Genesys Cloud CX. An outbound campaign is a process that initiates outbound interactions to a list of contacts based on various settings and rules. To create an outbound campaign, you need to configure the following items:
Contact lists are files that contain information about the contacts that you want to reach with your outbound campaign, such as name, phone number, email address, etc.
Campaigns are entities that define various aspects of your outbound campaign, such as dialing mode, schedule, retry options, etc.
Dialing modes are methods that determine how Genesys Cloud CX places outbound calls to contacts based on various factors, such as agent availability, contact priority, dialing rate, etc.
Some other items that need to be configured for an outbound campaign are scripts, flows, queues, etc. Reference: https://help.mypurecloud.com/articles/about-outbound-campaigns/ https://help.mypurecloud.com/articles/create-a-contact-list/ https://help.mypurecloud.com/articles/create-a-campaign/ https://help.mypurecloud.com/articles/dialing-modes-overview/
質問 # 29
If you have not configured an email address to report issues to, Genesys Cloud CX:
- A. Collects such emails and stores it until an email address to report issues is configured.
- B. Automatically creates an email address and routes all such emails to this address.
- C. Does not route the emails to any email address.
- D. Sends the emails to anyone who has the admin role assigned in your organization.
正解：D
解説：
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor. Reference: https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/ https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/
質問 # 30
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. True
- B. False
正解：B
解説：
Explanation
The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report. References: https://help.mypurecloud.com/articles/user-status-detail-report/
https://help.mypurecloud.com/articles/queue-activity-export-report/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
質問 # 31
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?
- A. When employees have free time, they can review biographies of their peers.
- B. The education information can be verified against the human resources database.
- C. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
- D. The profile information can be used to keep Linkedin details updated.
正解：C
解説：
Reference:
It is essential to have employees complete their profile information because searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results. Profiles can contain various types of information about people in the organization, such as name, title, department, location, skills, biography, etc. These information can help users find and connect with other users within Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/about-profiles/ https://help.mypurecloud.com/articles/search-for-people/
質問 # 32
Which of the following statements are true? (Choose three.)
- A. A queue report only counts interactions handled by an agent.
- B. Reports once created cannot be configured.
- C. An agent-based report counts any interactions an agent worked with.
- D. An Abandon is an interaction that disconnects before an agent handles it.
- E. Each report contains a predefined set of metrics.
正解：C、D、E
質問 # 33
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
- A. Knowledge levels
- B. Index Ratings
- C. Medians
- D. Skills
- E. Languages
正解：A、D
質問 # 34
......
リアル試験問題と解答Genesys GCP-GCX問題集はここに：https://drive.google.com/open?id=1g31CaFSJ0IXR6t534pIzq2GmSFcPSBX2
最新 [2025年02月] 効果的な学習法で試験合格できるGCP-GCX：https://www.goshiken.com/Genesys/GCP-GCX-mondaishu.html