GCP-GC-IMP Genesys Cloud Certified Professional

Certification Preparation for the Genesys Cloud Certified Professional (GCP-GC) Exam

Let us help you prepare for success! Your instructor will walk through a series of assessments and hands-on exploration to ensure you will know which topics are covered in the exam and what to expect from the exam experience. At the end of the day, you will walk away knowing if there are still areas you need to study, what those areas are, and have access to a live environment for an extra day to practice!
Target Audience

Students who plan to take the exam to be certified
The Genesys Cloud Certified Professional – Contact Center Admin exam introduces the fundamental concepts and major components associated with the Contact Center feature set of the Genesys Cloud platform.

This exam provides an overview of the Genesys Cloud interface and presents scenarios to facilitate your understanding of the administration of a contact center. You will also gain familiarity with daily contact center monitoring and administration tasks.

Note: The Genesys Cloud Certified Professional (GCP-GC) certification is obtained by completing the following three exams (Contact Center Administration, Implementation, and Reporting & Analytics). The prerequisite for GCP-GC is the Genesys Cloud Certified Associate (GCA-GC) certification.

Target Audience
The Genesys Cloud Certified Professional – Contact Center Admin exam is intended for system administrators, contact center managers, project managers, and supervisors to help them monitor and administer the contact center. The exam is also useful for anyone else who needs to learn the basic functionality of Genesys Cloud Contact Center.

Course Objectives
Genesys Cloud Collaborate
Basic overview of the Genesys Cloud Platform and Administration
Overview of Genesys Cloud Collaborate
List the features of Genesys Cloud Contact Center
List the three levels of Contact Center licensing
Configure Automatic Call Distribution to optimize customer service
Describe ACD processing
Explain interaction flow and queue design
Evaluation and routing combination
Configure agent utilization
Configure ACD Skills and Language Skills
Configure wrap-up codes
Configure After Call Work
Activate and deactivate agents on queues
Test ACD call routing
Configure ACD email in Admin settings
Test ACD email routing
Describe ACD Messages
Purpose and capabilities of Genesys Cloud Architect
Features of Genesys Cloud Architect
Describe the options for Inbound
Describe how to create and edit System and User Prompts
Genesys Cloud Data Actions Integration
Describe the function and purpose of the Genesys Cloud data actions Integration
Scripting in a Genesys Cloud contact center
Describe Scripts and basic script functionality
Genesys Cloud Outbound Dialing
Describe the Outbound Dialing modes
Explain the use of Contact Lists
Configure and test an Outbound Power Dialing campaign
Use of Reports and Dynamic Views
List the main types of reports and describe their use
List the main Dynamic Views and describe their use
Configure and run an Interaction Details report
Quality Management in a Genesys Cloud contact center
Quality Policies Overview
Describe how to enable call recording on a Trunk
Create a recording policy
Create and publish an Evaluation form
Quality Evaluator and Quality Administrator dashboards
Workforce Management in a Genesys Cloud contact center
Workforce Management Overview
Working with Schedules
Benefits of scheduling agents
Create a manual schedule

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: B

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

Correct Answer: C

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

Correct Answer: C

QUESTION 4
You can add more than one outbound route to the contact center.

A. True
B. False

Correct Answer: A