[2023年12月04日] 最新リアルGCP-GCX試験問題集解答
あなたを簡単に合格させるGCP-GCX試験問と正確なGenesys Cloud CX Certified Professional - Consolidated ExamPDF問題
Genesys GCP-GCX試験は包括的で厳しい認定試験であり、候補者はGenesys Cloud CXプラットフォームについて深い理解を持っている必要があります。候補者は、プラットフォームの管理とトラブルシューティングの実践的な経験を持っている必要があります。この認定試験は、専門家が潜在的な雇用主やクライアントに自分の専門知識を証明するのに優れた方法です。
Genesys GCP-GCX（Genesys Cloud CX認定プロフェッショナルプロフェッショナルコンソリデーション）認定試験は、Genesys Cloud Customer Experience（CX）プラットフォームの管理と実装における専門家の知識とスキルを検証する業界に認識された認定です。認定試験では、Genesysクラウドアーキテクチャ、コールルーティング、労働力管理、レポート、分析など、幅広いトピックをカバーしています。 Genesys Cloudプラットフォームの構成とカスタマイズにおける候補者のスキルを評価して、組織の特定のビジネス要件を満たします。
質問 # 42
Which view displays current metrics and information about queues if you have a membership?
- A. Queues
- B. Queues Performance
- C. Queues Activity
- D. My Queues Activity
正解：D
質問 # 43
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. False
- B. True
正解：B
質問 # 44
Which of the following are AND Evaluation Methods? (Choose three.)
- A. Best available skills
- B. Disregard skills
- C. Agent availability
- D. Bullseye matching
- E. All skills matching
正解：A、D、E
解説：
Explanation
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical AND operations. This means that all the required skills must match for an agent to be eligible for an interaction.
There are three types of AND Evaluation Methods: All skills matching, Best available skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they have in common with the interaction. Best available skills evaluates agents based on the highest skill proficiency level they have in common with the interaction. Bullseye matching evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. References:
https://help.mypurecloud.com/articles/evaluation-methods/
https://help.mypurecloud.com/articles/bullseye-routing/
質問 # 45
Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)
- A. Language skills
- B. ACD skills
- C. Time since last ACD interaction
- D. Staffing requirements
- E. Additional attribute ratings
正解：A、B、E
解説：
Explanation
Language skills, additional attribute ratings, and ACD skills are three attributes that are used to determine the best available agent for an interaction in Genesys Cloud CX ACD. These attributes are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
* Language skills indicate an agent's ability to speak or write in different languages.
* Additional attribute ratings indicate an agent's knowledge or experience with specific products, services, topics, etc.
* ACD skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX ACD uses these attributes to match each interaction with an agent who has the highest ratings for those attributes. References: https://help.mypurecloud.com/articles/about-acd-evaluation-methods/
https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-additional-attribute-ratings-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/
質問 # 46
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
- A. False
- B. True
正解：B
解説：
Explanation
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk, which allow agents to use Genesys Cloud CX features within their CRM applications. The embedded clients provide seamless integration between Genesys Cloud CX and Salesforce or Zendesk, such as screen pop, click-to-dial, call logging, and more. References: https://help.mypurecloud.com/articles/about-salesforce-integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
質問 # 47
Eva, a contact center supervisor, wants to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues.
Which of the following views can help Eva identify such issues?
- A. Agents Wrap-Up Interval Detail
- B. Agents Evaluation Detail
- C. Agents Interactions Detail
- D. Agents Schedule Detail
正解：C
質問 # 48
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Automatic Call Distribution
- B. Architect
- C. Scheduling
- D. Emergency Groups
正解：A
解説：
Explanation
Automatic Call Distribution (ACD) is the feature that routes interactions based on an algorithm that determines the best available agent for the interaction. ACD is a system that distributes incoming calls (or other types of interactions) to agents or queues based on various criteria, such as agent skills, availability, priority, etc. ACD uses an algorithm that evaluates these criteria and assigns each interaction to the most appropriate agent or queue. References:
https://help.mypurecloud.com/glossary/automatic-call-distribution-acd/
https://help.mypurecloud.com/articles/about-acd/
質問 # 49
You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?
- A. By asking your carrier what you would need.
- B. Get a default trunk line installed.
- C. In the Genesys Cloud CX Resource Center.
- D. On the PSTN carrier's web site.
正解：C
質問 # 50
You suspect that one of your agents is not productive.
Which report would you run to view the agent's time on breaks and login/logout details?
- A. Agent Metrics Report
- B. Queue Metrics Daily Report
- C. User Status Detail Report
- D. Interaction Details Report
正解：A
解説：
Explanation
The Agent Login-Logout Details Report is a report that would help you view an agent's time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence. References:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/monitor-agent-adherence/
質問 # 51
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Specify time sets as a matching criteria.
- B. Determine how long to retain recordings and whether to archive or delete them.
- C. Update the Do Not Call list with records that have the appropriate wrap-up code.
- D. Automatically assign an evaluation for all calls over 5 minutes.
- E. Set up a schedule to run a daily report.
正解：B、C、E
質問 # 52
Which of the following best defines the performance view for Agents?
- A. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
- C. Used to monitor real-time contact center metrics.
- D. Used to view historical data only.
正解：A
質問 # 53
Which Genesys Cloud CX feature helps reduce wait time for each call?
- A. IVR
- B. Workforce Management
- C. Automatic Call Distribution
- D. Skill-based Routing
正解：D
質問 # 54
Select all the question types available while creating an Evaluation Form. (Choose three.)
- A. Multiple Response
- B. Fill in the blank
- C. Range
- D. Multiple Choice
- E. Yes/No
正解：A、D、E
質問 # 55
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)
- A. Read-Only
- B. Contributor
- C. Write-Only
- D. Collaborator
- E. Full Access
- F. Partial
正解：A、B、E
解説：
Explanation
Full Access, Read-Only, and Contributor are three access level permission types for workspace (Documents > Workspace) membership in Genesys Cloud CX Collaborate. Workspace is a feature that allows users to create and manage documents in Genesys Cloud CX Collaborate. Workspace provides various features and functions for users to create, edit, share, organize, and search documents within an organization. Users can have different access level permissions for workspace membership based on their roles and needs. The access level permissions for workspace membership are:
* Full Access: Users can create, edit, delete, share, move, copy, tag, download, upload, and view any document in the workspace.
* Read-Only: Users can only view documents in the workspace. They cannot create, edit, delete, share,
* move, copy, tag, download, or upload any document in the workspace.
* Contributor: Users can create new documents in the workspace and edit or delete their own documents.
They can also share, move, copy, tag, download, upload, and view any document in the workspace.
Some other access level permission types for workspace membership are Owner and Collaborator. References:
https://help.mypurecloud.com/articles/workspace-overview/
https://help.mypurecloud.com/articles/manage-workspace-membership/
質問 # 56
Select the categories of Prompts in Architect. (Choose two.)
- A. System
- B. Data
- C. User
- D. Menu
正解：A、C
質問 # 57
Which options can be configured when setting up a queue? (Choose two.)
- A. Alerting Timeout
- B. Utilization
- C. Inbound Flows
- D. Wrap-up Codes
- E. ACD Skills
正解：B、D
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 # 58
Under which container is Queue available?
- A. Routing
- B. Telephony
- C. Contact Center
- D. Integration
正解：A
質問 # 59
Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.
Which of the following will help her view specific information about the queue in real-time?
- A. Performance Dashboard
- B. My Queues Activity
- C. Queue Performance
- D. Queues Activity
正解：C
解説：
Explanation
Queue Performance is a view that can help Jenny view specific information about a queue in real-time. This view shows various metrics and details related to a queue's performance and service level, such as interactions waiting, interactions interacting, longest waiting time, average speed of answer, etc. Jenny can select a queue from the list and see its current statistics in a graphical or tabular format. References:
https://help.mypurecloud.com/articles/queue-performance-view/
https://help.mypurecloud.com/articles/select-a-queue/
質問 # 60
Which architectural approach is used to develop a single application as a suite of small services?
- A. Microservices Architecture
- B. Monolithic Architecture
- C. Genesys Cloud CX Salesforce Architecture
- D. Single Core Architecture
正解：A
質問 # 61
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
- B. With multiple active calls, click and drag an unselected call onto the previously selected call details.
- C. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
- D. Have all attendees call you. When all calls are active, click the Start Conference button.
正解：B、D
質問 # 62
Which of the following types of interactions can be configured for Recording Policies?
- A. Chat
- B. All of the above
- C. Message
- D. Email
- E. Call
正解：B
質問 # 63
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Genesys Cloud CXプラットフォームは、顧客とのやり取りを管理するための包括的なツールセットを提供するクラウドベースのソリューションです。このプラットフォームは、音声、メール、チャット、およびソーシャルメディアのやり取りを含む機能の範囲を提供しています。Genesys GCP-GCX試験は、構成や管理からトラブルシューティングや最適化まで、このプラットフォームのすべての側面をカバーしています。
GCP-GCX認証試験問題集の解答を提供しています：https://drive.google.com/open?id=121BOiTNwoVApf03O0fMI_ZlYwx2vU_JB
更新されたGCP-GCX試験練習テスト問題：https://jp.fast2test.com/GCP-GCX-premium-file.html