Genesys GCP-GCX Exam Dumps & Practice Test Questions

Question 1:

To maintain secure and efficient operations in a Genesys Cloud CX environment, your organization aims to control what users can access and do within the system. 

What specific element in Genesys Cloud CX is used to define and assign permissions that control user access to system features and resources?

A. Workgroups
B. Rooms
C. Groups
D. Roles

Answer: D

Explanation:

In Genesys Cloud CX, Roles are the primary mechanism used to manage user permissions and define what actions each user is allowed to perform within the system. A Role is essentially a collection of permissions grouped under a defined title, and when assigned to a user, it grants access rights to specific tools, data, or functionalities required for that individual's job responsibilities.

Roles ensure that users can only interact with the parts of the system they are authorized to use, supporting both operational efficiency and security compliance. These permissions are granular, meaning they can control access to individual features like managing interactions, configuring queues, viewing reports, or modifying system settings. For example, an agent might be given a Role that allows them to handle incoming customer calls, while a supervisor might be assigned a Role that enables monitoring agent performance and generating analytics reports.

Genesys Cloud CX comes with a set of default Roles, but administrators can also create custom Roles tailored to organizational needs. This flexibility allows companies to match access levels with specific business processes and employee responsibilities.

The other options listed do not control user permissions. Workgroups are not a native feature in Genesys Cloud CX used for permissions control. Rooms are typically associated with collaboration or chat functionality but do not affect system access. Groups can be used for organizing users or defining routing strategies but are not used to manage access rights or feature-level permissions.

In summary, Roles are the definitive way to assign permissions in Genesys Cloud CX. They help enforce the principle of least privilege—giving users only the access they need—thereby improving system security while allowing individuals to perform their designated tasks effectively.

Question 2:

Modern customer service platforms must offer tight integration with popular CRMs to enhance productivity and create smooth workflows. 

Does Genesys Cloud CX support embedded client functionality that allows users to access Genesys features directly within Salesforce and Zendesk platforms?

A. True
B. False

Answer: A

Explanation:

True — Genesys Cloud CX provides embedded client support for both Salesforce and Zendesk, allowing users to access powerful communication and interaction management features directly from within these popular CRM platforms.

An embedded client is a type of integration that embeds Genesys Cloud CX’s core functionalities—such as call handling, chat, queue monitoring, and interaction management—inside the user interface of the CRM. This allows agents to work entirely within their familiar CRM workspace without needing to toggle between separate systems, which significantly improves both speed and user experience.

In the case of Salesforce, the embedded Genesys client enables agents to make and receive calls, manage voice and digital interactions, view customer histories, and handle cases—all within the Salesforce dashboard. This integration helps unify customer records and communications in one place, increasing visibility for both support and sales teams.

Similarly, for Zendesk, the embedded Genesys Cloud CX client integrates call controls, customer interaction details, and queue metrics into the Zendesk interface. Agents can manage conversations more efficiently while keeping all customer-related data centralized and accessible, which improves service quality and response time.

These embedded integrations are designed to streamline workflows, reduce training time, and improve agent productivity by offering an intuitive and cohesive user experience. They also provide managers with better visibility into interaction data, making performance tracking and reporting more seamless.

Thus, Genesys Cloud CX's support for embedded clients in Salesforce and Zendesk plays a critical role in enhancing the agent experience, promoting unified communication, and ultimately delivering better customer service. The correct answer is True—this capability is a standard feature that many organizations leverage to boost operational efficiency and customer engagement.

Question 3:

Within customer engagement platforms such as Genesys Cloud CX, various routing strategies are used to match interactions with the most suitable agents. 

When applying an AND Evaluation Method, which options reflect approaches where agents must fulfill all required conditions to be selected for an interaction?

Select three correct answers.

A. All skills matching
B. Best available skills
C. Bullseye matching
D. Disregard skills
E. Agent availability

Correct Answer: A, C, E

Explanation:

AND Evaluation Methods are utilized in customer engagement systems to ensure that an agent meets every specified requirement before an interaction is routed to them. This strict matching process supports a high-quality customer service experience by guaranteeing that only fully qualified and available agents are considered.

All skills matching is a direct application of the AND evaluation principle. Under this approach, agents must have every single skill defined as a requirement for the interaction. If they are missing even one required skill, they are excluded from the selection pool. This guarantees that the agent assigned is perfectly aligned with the customer’s needs, resulting in precise, competent service.

Bullseye matching also uses an AND evaluation model during its initial search. This method starts with a focused search radius—agents must meet all skill and condition requirements. If no suitable agent is found within a predefined timeframe, the criteria gradually relax to include a broader pool. However, the method’s foundational layer still relies on strict, all-conditions-met logic to begin the match.

Agent availability is another core requirement in AND-based routing. Even if an agent has the correct skill set, they must be in an available state to be considered. Availability is not used in isolation but combined with skill and proficiency checks to qualify an agent fully. This reinforces that all criteria, including availability, must be met simultaneously.

Options like Best available skills and Disregard skills represent more flexible (OR-based) matching strategies. These methods are designed to prioritize speed or availability rather than strict skill compliance and thus do not represent AND evaluation methods.

In summary, All skills matching, Bullseye matching, and Agent availability all represent methods where an agent must satisfy every condition, qualifying them as AND evaluation approaches.

Question 4:

In the design of customer service routing logic, two commonly used components are queues and groups, both of which organize agents. However, they serve different functions.

What key capability sets queues apart from groups?

A. Queues include agents, while groups do not
B. Groups and queues provide identical ACD features
C. Queues support advanced use cases like skill-based routing, which groups do not
D. Only queues can be used in Architect flows, not groups

Correct Answer: C

Explanation:

Queues and groups are both organizational elements used in platforms like Genesys Cloud CX, but they differ significantly in functionality, especially when it comes to interaction routing and call distribution.

Queues are built for active, dynamic interaction management. They support Automatic Call Distribution (ACD) features, such as skill-based routing, priority handling, and load balancing. These capabilities allow the system to evaluate agents based on multiple attributes—like their skillsets, proficiency levels, and availability—before routing an interaction. The goal is to ensure that each customer is connected to the most appropriate agent based on the complexity of the request and the agent’s ability to handle it. This enhances efficiency and customer satisfaction.

In contrast, groups are more static and are primarily used for organizing users within the platform. Their main role is in permissions, collaboration, and administrative grouping, not routing. Groups lack direct ACD integration, meaning they do not support advanced features like skill-based decision-making or routing based on performance metrics.

Although both groups and queues can include users or agents, queues are the component integrated into Architect flows, enabling complex and automated interaction routing logic. While this makes D technically true, it's not the most distinguishing feature. The definitive difference lies in the routing capabilities—specifically, queues' support for skill-based routing, which is essential for handling diverse customer service scenarios.

Therefore, when creating routing strategies that require dynamic agent selection based on skillsets and other criteria, queues are essential. They enable organizations to tailor customer interactions based on business priorities and agent capabilities—something that groups cannot accomplish.

In conclusion, queues differ from groups primarily because they support advanced routing scenarios, including skill-based routing, making C the most accurate answer.

Question 5:

In platforms like Genesys Cloud CX that utilize Automatic Call Distribution (ACD), it’s important to correctly assign skill attributes to agents and interactions to ensure efficient routing.

Which two of the following options can be directly applied as ACD skills to influence how interactions are distributed? (Choose two correct answers.)

A. Language
B. Roles
C. Skills
D. Queue

Answer: A, C

Explanation:

Automatic Call Distribution (ACD) systems rely on skill-based routing to connect customers with the most suitable agents. The goal is to match each incoming interaction with an agent who possesses the required competencies, thereby enhancing customer satisfaction and operational efficiency. In platforms like Genesys Cloud CX, two key attributes that can be directly used as ACD skills are Language and Skills.

Language refers to an agent's fluency in a particular language. Assigning language as a skill allows the system to prioritize routing interactions based on the customer’s language preference. For instance, if a customer requests assistance in French, the system will look for agents marked with the French language skill. This ensures clear communication and improves the overall customer experience.

Skills, on the other hand, refer to specific knowledge areas or competencies an agent possesses, such as expertise in a certain product, industry specialization, or technical troubleshooting ability. These skills are used by the ACD system to assess whether an agent is equipped to handle an interaction requiring specific knowledge or capabilities.

While Roles and Queue are important components in a contact center environment, they do not qualify as ACD skills. Roles define what users can do within the system, such as access levels and administrative capabilities, but are not related to how interactions are routed. Queues are holding areas for interactions awaiting assignment to agents and do not represent the personal skillset of the agents themselves.

Therefore, the correct answers are Language and Skills, as both are directly assignable as ACD skills and play a central role in skill-based routing strategies within customer engagement platforms.

Question 6:

In a contact center where agents manage different types of interactions—like voice calls, emails, and chats—some channels must take precedence to ensure timely service.

Which feature allows a voice call to interrupt an agent currently handling an email, so that higher-priority tasks are addressed immediately?

A. Utilization
B. ACD Skills
C. Emergency Routing
D. Scripts

Answer: A

Explanation:

In a busy contact center, agents often juggle multiple tasks across various communication channels. To ensure high-priority interactions—such as voice calls—receive immediate attention, platforms like Genesys Cloud CX offer a feature called Utilization. This configuration determines how many interactions an agent can manage simultaneously and sets rules for prioritizing one channel over another.

Utilization settings are particularly critical when handling different media types with varying urgency. Voice calls usually require immediate responses and are time-sensitive, while emails or messages can tolerate minor delays. With Utilization configured correctly, the system can interrupt a low-priority task, like an email draft, if a voice call comes in. The email interaction is automatically paused, and the voice call is routed to the agent, who can respond in real time. Once the call is complete, the paused email task resumes.

This approach ensures that customer expectations for quick response times are met, particularly in scenarios where service level agreements prioritize voice communications. Without Utilization rules, agents might continue working on non-urgent tasks, leaving critical voice calls waiting unnecessarily.

The other options serve different roles:

• ACD Skills help determine agent-to-customer matching based on expertise but do not manage multitasking or priority settings.

• Emergency Routing is meant for exceptional situations like natural disasters or urgent service redirection and does not handle routine interaction prioritization.

• Scripts guide agents during interactions with pre-defined workflows but have no influence on how different interaction types are prioritized or interrupted.

Therefore, Utilization is the feature specifically designed to enable interruption logic, ensuring that real-time channels like voice are given precedence when necessary.

Question 7:

In contact center environments that employ advanced routing techniques, Bullseye routing progressively expands the pool of agents eligible to handle an incoming interaction. Initially, it targets agents with the most specific skills and gradually includes broader skill sets if no suitable agent is available. This expansion is managed through configurable "rings," each representing a tier of agent skills.

What is the maximum number of rings that can be configured in a Bullseye routing strategy?

A. 8
B. 6
C. 4
D. 2

Correct Answer: B

Explanation:

Bullseye routing is designed to match incoming customer interactions with the most qualified agents, while still ensuring timely responses by widening the selection criteria when necessary. This is done using a structure of "rings," where each ring represents a layer of agent eligibility based on skills. The concept allows routing logic to start with a narrow focus and expand systematically until an available agent is found.

When configuring Bullseye routing, an administrator can define up to six rings. The first ring typically includes only those agents who meet the most exact skill requirements. If none of these agents are available to respond promptly, the system moves to the second ring, which may include agents with slightly less specific skill sets. This continues until the sixth ring, which typically includes the most general pool of agents, possibly with minimal or related skill alignment.

This progressive relaxation of skill matching helps balance two competing goals in contact center management: ensuring high-quality service through skill-based routing and reducing customer wait times. The six-ring maximum allows for strategic and flexible configuration without making the system overly complex or computationally burdensome.

Other options like 2, 4, or 8 rings are not valid. Two rings would limit the system's flexibility, while eight is not supported in most Bullseye routing implementations. Therefore, the correct and most accurate configuration limit is 6 rings, enabling optimal balance between expertise and responsiveness.

Question 8:

In cloud-based enterprise systems, users are assigned roles that include specific permissions, such as data access, administrative functions, or use of premium features. The set of permissions associated with a user's role can influence licensing costs.

Based on this relationship, is the following statement accurate?A user’s license type is determined by the permissions granted through their assigned roles.

A. True
B. False

Correct Answer: A

Explanation:

In enterprise platforms and cloud-based environments, user licenses are often dynamically determined based on the roles and permissions assigned to the user. Roles are predefined collections of permissions that control access to features, tools, and datasets within a system. When a user is assigned a role, they inherit the permissions associated with it—and this, in turn, impacts the type of license that is applied to them.

For example, a user granted only basic read-access to reports may consume a standard license. However, if that same user is given a role with administrative capabilities, real-time data processing, or premium analytics features, their license may be automatically elevated to a higher-tier or premium license.

This model benefits organizations by aligning licensing costs with actual usage. Rather than manually selecting a license for each user, the system assigns the appropriate license based on the capabilities that are enabled. However, this also means that improperly assigned roles can lead to unintended licensing upgrades—and therefore increased costs.

Platforms such as Salesforce, Microsoft Power Platform, Databricks, and Azure follow this permission-driven licensing model. As a result, administrators must carefully manage roles and be aware of the licensing implications tied to each permission. Assigning a user a powerful role—even if they don’t actively use the features—can still trigger higher billing.

In conclusion, the statement is True: licensing in many systems is not statically assigned but is dynamically determined based on the permissions granted via user roles. This underscores the need for careful access management and monitoring of role assignments.

Question 9:

In customer engagement systems like Genesys Cloud CX, when a new user is added to the platform, certain permissions are granted automatically to ensure the user has essential access without requiring manual configuration.

Which role is automatically applied to new users to provide this basic level of access and functionality?

A. User
B. Communicate - User
C. Admin
D. Employee

Correct Answer: A

Explanation:

When new users are created in a platform such as Genesys Cloud CX, they need to be assigned an initial set of permissions that allow them to interact with the system in a basic but functional way. This ensures they can begin using the platform immediately without having to wait for manual role assignment or administrative intervention.

The role that is automatically assigned during account creation is “User.” This role provides foundational permissions such as the ability to log into the system, access the user’s own profile, modify personal settings, view a directory of users, and engage in simple communication tasks. These capabilities are crucial for user onboarding and daily operation within the platform.

Assigning the User role by default is a strategic balance between usability and security. It ensures the individual has just enough access to get started without compromising sensitive configurations or administrative settings.

Looking at the other options:

• Communicate - User is an additional, more specialized role that supports communication features like conferencing and messaging. It is not automatically assigned unless configured explicitly.

• Admin grants system-wide access to configuration settings, user roles, integrations, and other high-level tools. Granting this by default would be a major security risk.

• Employee is not a recognized default role within Genesys Cloud CX and generally does not exist as a system-defined access profile.

In summary, the User role is the predefined, built-in role designed to give new accounts the basic access they need while ensuring that higher-level permissions are applied only when explicitly granted by an administrator. This setup supports secure, efficient onboarding while maintaining organizational control over system access.

Question 10:

In Genesys Cloud CX, the Architect tool is used to design and control the behavior of customer interactions.

Which three features are core capabilities of Architect when it comes to building call flows in a contact center? (Select three.)

A. Play pre-recorded audio messages to callers
B. Convert typed text into spoken audio via text-to-speech (TTS)
C. Configure and manage queue settings within Architect
D. Create and manage agent skills for routing
E. Receive inbound calls and route them based on logic

Correct Answers: A, B, E

Explanation:

Genesys Cloud CX Architect is a visual flow-building tool designed for creating dynamic and intelligent call and interaction handling processes. It provides the backbone for automated routing decisions and enables contact centers to build complex interaction flows with minimal code.

One of its key capabilities is the ability to play pre-recorded audio (A). These audio prompts can be used for greetings, IVR instructions, or announcements. This feature allows for standardized and professional-sounding caller interactions and helps ensure consistent messaging.

Another essential feature is the text-to-speech (TTS) functionality (B). With TTS, contact centers can enter written text that the system will convert into spoken language using digital voices. This is particularly useful for dynamic content that changes frequently, such as estimated wait times or customer-specific data. TTS reduces the need for repeated voice recordings and increases operational agility.

A fundamental responsibility of Architect is to receive incoming calls and route them logically (E). The tool lets users define routing paths based on conditions like caller input, time of day, or integration with external systems (via data dips). These decisions determine which queue, agent, or IVR branch the caller will be directed to.

By contrast:

• Configuring queue behaviors (C) is not handled directly in Architect. While Architect can route to queues, the actual creation and management of queues are done in the Genesys Admin interface.

• Creating or managing skills (D) is also performed outside of Architect. Though skill-based routing can be used within flows, the definition and assignment of skills occur elsewhere.

In essence, Architect specializes in interaction design, dynamic call logic, and user experience automation, making it a powerful tool for managing inbound call behavior in modern contact centers.