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Last Updated: Aug 17, 2026
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| Section | Objectives |
|---|---|
| Topic 1: Digital Channels Configuration | - Email, chat, messaging, and social channel setup - Omnichannel interaction handling |
| Topic 2: Integrations and Data Actions | - Data Actions and API-based workflows - External system integration concepts |
| Topic 3: Genesys Cloud Platform Fundamentals | - Core platform architecture and components - Multitenant cloud environment overview |
| Topic 4: Architect and Flow Design | - Workflows, IVR design, and call logic - Architect inbound and outbound call flows |
| Topic 5: Reporting and Analytics | - Operational metrics and monitoring - Performance dashboards and reporting tools |
| Topic 6: Routing and Interaction Management | - ACD routing principles and configuration - Queues, skills, and routing strategies |
| Topic 7: User, Role, and Security Configuration | - Users, divisions, and permissions - Role-based access control and security policies |
1. When you configure to place a call outside the contact center, is it possible for you to assign a default country code?
A) Yes
B) No
2. Where should the WAN interface of the Edge appliance connect?
A) A network segment that has access to your internal LAN.
B) A network segment that is not accessible to the public Internet.
C) A network segment that has outbound access to the public Internet.
D) A network segment connected directly to Customer Care.
3. To assign extensions to users, you must first
A) Add the extension to the dial plan.
B) Assign the extension to the user's phone.
C) Create a pool of extensions.
D) Buy the extension number from the carrier.
4. You want to have a video chat with Jill and Amelia in the Kayak Guides room. You have clicked on the Open video call icon to initiate the video chat. What else must happen next for the video chat to work?
A) All participants must click on the Join button in the video chat view.
B) Participants automatically placed in the video chat when clicking on the chat room.
C) All participants, except the initiator, must click on the Join button in the chat view.
D) Other participants must also click on the Open video call icon.
5. Profiles can contain various types of information about people in your organization. What is one reason that it is important to have employees complete their profile information?
A) The profile information can be used to keep LinkedIn information updated.
B) Searches performed in the Genesys Cloud suite use information in the profile to return appropriate results.
C) The education information can be verified against the human resources database.
D) When employees have free time, they can review biographies of their peers.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: B |
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