Updated Sep-2022 Exam Materials for You to Prepare & Pass GCP-GC-ADM Exam [Q12-Q29]

Updated Sep-2022 Exam Materials for You to Prepare & Pass GCP-GC-ADM Exam.

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NO.12 What is the recommended way to create a .csv file?

 Use a text editor, such as Notepad, to create your .csv files

 Create a spreadsheet and export it as a .csv file

 Use a word processing application, such as Microsoft Word, to create your .csv files

 Use a .csv application to create .csv files

Reference:
https://help.mypurecloud.com/articles/prepare-source-csv-file/

NO.13 How many types of flows are supported by Architect?

 5

 6

 7

 8

NO.14 Which of the following options are used when scheduling a report? (Choose three.)

 Custom Date Range

 Recurrences

 Start Time

 Time period

 Time zone

NO.15 If you navigate away from the page without saving the Script, you will not lose any work you have completed.

 True

 False

NO.16 What additional functionality will your business have by setting up and using ACD Messaging in your contact center?

 The ability to receive and route specific tweets to agents so that they can respond to those tweets

 The ability to create and manage a Facebook page

 The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets

 The ability for customers to access their accounts via social media channels

NO.17 What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

 Languages

 Medians

 Skills

 Index Ratings

 Knowledge levels

NO.18 Recording Policies can be configured for what type(s) of contact(s)?

 Call

 Chat

 Email

 Message

 All of the above

NO.19 Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?

 Reports

 Dashboards

 Dynamic Views

 All of the above

Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/

NO.20 Which of the following media types can be selected when creating a report? (Choose three.)

 Email

 Chat

 Voicemail

 Voice

NO.21 Which ACD routing method routes interaction to the next available agent?

 Bullseye ACD

 Standard ACD

 Skills based routing

 All of the above

Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

NO.22 What does it imply when a campaign does not dial a list of telephone numbers?

 They are in the DNC list

 The call went unanswered

 Unable to reach the customer

 The telephone number is wrong

Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/

NO.23 Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

 Reports

 Performance>Agents

 Admin>Contact Center

 Admin>Quality

Reference:
https://help.mypurecloud.com/articles/quality-administrator-dashboard/

NO.24 What is a fatal question in an Evaluation Form?

 Fatal Questions have a heavier weight than non-fatal Questions

 Fatal Questions are also critical Questions. If scored “No” the evaluation score will be zero

 Fatal Questions are also critical Questions. If scored “No” the agent will be terminated

 Fatal Questions are the same as critical Questions

Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/

NO.25 ABC Corporation plans to purchase the Genesys Cloud Contact Center solution from Genesys to meet their requirement for unlimited multi-channel interaction routing. Which would be the right license level for them to purchase?

 Genesys Cloud 1

 Genesys Cloud 2

 Genesys Cloud 3

 Collaborate

 Communicate

NO.26 Which of the following media types can be selected when creating a report? (Choose three.)

 Voice

 Email

 Voicemail

 Chat

Reference:
https://docs.genesys.com/Documentation/PSAAS/latest/RPRT/Table-MEDIA_TYPE

NO.27 What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

 Scoring

 Monitoring

 Calibration

 Evaluation

NO.28 What would you select from the Admin>Outbound Dialing menu to create a new campaign?

 Scripts

 Schedules

 Campaign Dashboard

 Campaign Management

Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

NO.29 Which definition matches the After Call Work option Mandatory, Time-boxed?

 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.

 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.

 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.

 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.

Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/

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