Select the categories of Prompts in Architect. (Choose two.)
A, D
Explanation:
User and System are two categories of prompts in Architect. Prompts are containers that hold audio
messages and text-to-speech pairings on a per language basis. User prompts are company-specific
prompts created by Architect users. System prompts are Architect-provided, generic prompts to
indicate numbers, dates, days of the week, months, and so on. Reference:
https://help.mypurecloud.com/articles/call-prompts/
https://help.mypurecloud.com/articles/user-
prompts/
Which of the following statements about scripts is true?
C
Explanation:
Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be
used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance,
information, or questions for the agents to use during an interaction. Scripts can also include
dynamic content, such as data actions, web pages, images, etc. Reference:
https://help.mypurecloud.com/articles/about-scripts/
https://help.mypurecloud.com/articles/create-a-script/
Which of the following components can be added to scripts? (Choose four.)
BDEF
Explanation:
Text, Checkbox, Web Page, and Image are some of the components that can be added to scripts.
These components allow agents to view or enter information during an interaction. Text components
display static or dynamic text content. Checkbox components allow agents to select one or more
options from a list. Web Page components display a web page within the script. Image components
display an image within the script. Reference: https://help.mypurecloud.com/articles/add-a-text-
component-to-a-script/ https://help.mypurecloud.com/articles/add-a-checkbox-component-to-a-
script/ https://help.mypurecloud.com/articles/add-a-web-page-component-to-a-script/
https://help.mypurecloud.com/articles/add-an-image-component-to-a-script/
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right
place at the right time?
C
Explanation:
Reference: https://help.mypurecloud.com/articles/plan-workforce-management/
Workforce Management is a feature that helps ensure that enough agents are in the right place at
the right time. Workforce Management allows administrators to forecast staffing needs based on
historical data and trends, create schedules that optimize agent availability and preferences, monitor
agent adherence and performance in real time, and adjust schedules as needed. Reference:
https://help.mypurecloud.com/articles/about-workforce-management/
https://help.mypurecloud.com/articles/workforce-management-overview/
Which of the following is not a Quality Management feature?
C
Explanation:
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/
Where are Genesys Cloud CX call recordings stored by default?
D
Explanation:
Reference: https://help.mypurecloud.com/articles/about-call-recording/
Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys
Cloud CX. Administrators can also configure external storage options for call recordings, such as AWS
S3 buckets or web services. Reference: https://help.mypurecloud.com/articles/about-call-recording-
storage/
https://help.mypurecloud.com/articles/configure-external-storage-for-call-recordings/
Which of the following statements defines a critical question in an Evaluation Form?
D
Explanation:
Reference: https://help.mypurecloud.com/glossary/critical-
question/#:~:text=In%20Quality%20Management%2C%20critical%20question,the%20success%20of
%20an%20interaction
Critical questions are questions that have a significant impact on the quality of an interaction. If
answered “No”, critical questions will result in an evaluation score of zero for the interaction,
regardless of how other questions are answered. Critical questions are used to identify interactions
that fail to meet minimum quality standards. Reference:
https://help.mypurecloud.com/articles/create-an-evaluation-form/
https://help.mypurecloud.com/articles/evaluate-interactions/
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
A, B, C
Explanation:
Reference: https://help.mypurecloud.com/articles/workforce-management/
Short-Term Forecasts, Schedules, and Long-Term Forecasts are some of the functionalities available in
Genesys Cloud CX WFM. Short-Term Forecasts allow administrators to forecast staffing needs for up
to 8 weeks based on historical data and trends. Schedules allow administrators to create and assign
schedules to agents based on their availability, preferences, skills, etc. Long-Term Forecasts allow
administrators to forecast staffing needs for up to 2 years based on historical data and trends.
Reference: https://help.mypurecloud.com/articles/create-a-short-term-forecast/
https://help.mypurecloud.com/articles/create-and-manage-schedules/
https://help.mypurecloud.com/articles/create-a-long-term-forecast/
Which of the following types of interactions can be configured for Recording Policies?
E
Explanation:
Reference:
https://help.genesys.com/pureconnect/mergedprojects/wh_irpe/desktop/edit_initiation_policy_ste
p_3.htm
All types of interactions (Call, Chat, Email, Message) can be configured for Recording Policies.
Recording Policies allow administrators to define when and how interactions are recorded based on
various criteria, such as queue membership, direction (inbound or outbound), media type (voice or
screen), etc. Reference: https://help.mypurecloud.com/articles/about-recording-policies/
https://help.mypurecloud.com/articles/create-a-recording-policy/
Which user role is required to perform the deployment and installation of the Genesys Cloud CX
organization?
B
Explanation:
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/