Genesys Certified Cloud Partner (CCP)

_________________ is a process in which a client application can securely authorize a user.
a. OAuth
b. Scopes
c. Implicit Grant
d. Permissions

a. OAuth

\_________________ is a temporal token that identifies a user when making authenticated API requests.
a. Authorization Code
b. Access Token
c. Client Secret
d. Client ID

b. Access Token

\__________________ APIs are used to create a new ACD web chat and interface on behalf of the guest (customer) participant.
a. Customer chats
b. Guest chat
c. Friend chats
d. Web chat

b. Guest chat

\__________________ is one of the applications used for testing API calls.
a. Postman
b. Developer tool
c. Genesys Cloud Forum
d. Genesys Cloud Status

a. Postman

\_______________________ allow users with that role to do various tasks, such as create groups, set up integrations, and supervise contact center activity.
a. Client IDs
b. Permissions
c. Authorization Codes
d. Roles

b. Permissions

\_______________________ are a way to limit an application's access to an individual user or Genesys Cloud organization's data.
a. Clients
b. Secret Codes
c. OAuth Scopes
d. APIs

c. OAuth Scopes

03/03
True or False: Once an audio file is transcoded for a specific file format, Genesys Cloud will not transcode the file again when you initiate the same kind of request.
a. False
b True

b True

A campaign can have multiple DNC lists.
a. True
b. False

a. True

A Genesys Cloud \_______________ is defined as an interaction between multiple participants over at least one media channel.
a. conversation
b. routing
c. authorization
d. interaction

a. conversation

A Genesys Cloud CX division can exist in multiple organizations?
a. True
b. False

b. False

A number indicator on the alerts icon indicates how many unread alerts are in your inbox. Alerts that have been read are not included in the count unless they are still active.
a. True
b. False

b. False
Alerts that have been read are not included in the count even if they are still active.

A workforce management strategy does not include which of the following?
a. Scheduling
b. Forecasting
c. Recording
d. Skill management
e. Time keeping
f. Attendance

c. Recording

Alerts notify supervisors when which of the following occurs?
a. The status of an agent changes.
b. Statistics are outside of a specified threshold.
c. Metrics for agents change.

b. Statistics are outside of a specified threshold.

All of the Genesys Cloud CX configuration objects belong to which one of the following divisions by default?
a. Default
b. Home
c. Universal
d. Primary

b. Home

An address is assigned to which one of the following Genesys Cloud CX organization units?
a. Organization
b. Division
c. Location
d. Building

c. Location

An outbound script obtains customer information (e.g customer's first and last name) from what source?
a. Contact List uploaded to script editor
b. Genesys Cloud's External Customer Database
c. Outbound Dialer database
d. Campaign contact list

a. Contact List uploaded to script editor

Call recording is enabled on which one of the following:
a. External Trunk
b. Edge Group
c. Queue Setting
d. Phone Trunk

a. External Trunk

Depending on the features enabled for your organization, Genesys Cloud provides two basic categories of recording. Select the best options.
a. Policy-based recording
b. Call Recording
c. User recording
d. Web message recordings

A, and C.

For changes and improvements that cause a change in existing behavior, an announcement will generally be made \_____ days in advance, with a mandatory \____day minimum notice.
a. 30,15
b. 90, 30
c. 60, 30
d. 90, 60

c. 60, 30

For how long can you access a historical copy of a report before it is automatically deleted?
a. 30 days
b. 90 days
c. 120 days
d. 7 years

b. 90 days

Genesys AppFoundry provides which of the following Genesys Cloud CX Contact Center features?
a. Scripts
b. Reports, Dashboards, and View
c. Architect
d. Integration Apps

d. Integration Apps

Genesys Architect allows you to do which of the following?
a. Play prerecorded messages, receive inbound calls, and route inbound calls to queues.
b. Transfer calls to an agent, operator, or queue using bullseye routing.
c. Dynamically convert text to speech and search an employee directory using speech recognition.
d. Create a call flow for outbound calls.

A, C, and D.

Genesys Cloud Communicate includes which of the following features?
a. All of the Genesys Cloud Collaborate features.
b. Telephony
c. Architect
d. Workforce Management

A, B, and C.

Genesys Cloud CX Architect is available to all agents by default.
a. True
b. False

b. False
Genesys Architect is not available to all agents by default.

Genesys Cloud Embeddable Framework is a toolkit designed to do what?
a. Allow you to run different versions of Genesys Cloud at the same time
b. Make developing integrations easy
c. Enable integrations
d. Establish API framework

b. Make developing integrations easy

Genesys Cloud uses which one of the following protocols for the signaling sessions used in the setup and management of calls in a customer's internal and external communications?
a. SIP
b. Ethernet
c. SS7 (Signaling System No. 7)
d. RTP (Real Time Protocol)

a. SIP

Genesys Cloud Web services are based on the \____________ architecture.
a. HTTP
b. URI
c. REST
d. SOAP

c. REST

How many types of dialing modes does outbound dialing have?
a. 5
b. 6
c. 7
d. 8
e. unlimited

b. 6
There are 6 types of dialing modes for outbound dialing.

If no schedules are set, web chat will default to what?
a. Always on
b. Always off
c. A set Monday - Friday schedule
d. A set Monday - Friday 8 am - 5 pm schedule

a. Always on

In authenticated chat, user data along with \_____ are returned.
a. Signature
b. Password
c. Secret ID
d. Schedule

a. Signature

In Genesys Cloud, instead of transferring the customer away from a destination, Genesys Cloud uses the concept of \______________________________.
a. a blind transfer
b. conversation ID
c. participant replacement
d. a consult

c. participant replacement

In relation to quality management in Genesys Cloud CX, what does calibration do?
a. Measures how well your agents are performing their job
b. Ensures all evaluators score interactions consistently
c. Isolates evaluation questions with inconsistent scores
d. Ensures that all campaigns start at the same level of quality

B, and C.

In the scenario where a customer has agents who work in consecutive shifts i.e. 1st shift works 6:00 AM - 3:00 PM and 2nd shift works 3:00 PM - 12:00 AM which one of the following license types is likely the most cost-effective?
a. Genesys Cloud 3 license
b. Concurrent license
c. Named license

b. Concurrent license

Inbound interactions generally have the the script assigned by which one of the following?
a. Campaign settings.
b. Architect flow
c. ACD (Automatic Call Distribution)
d. JavaScript

b. Architect flow

Name any one of the flow types supported by Genesys Architect CX.

Acceptable responses: Inbound Call, In-queue Call, Outbound Call, Secure Call, Inbound Email, Inbound Message, Survey Invite, Inbound Chat, Bot flow, Workflow

Only a supervisor can activate/deactivate an agent from a queue.
a. True
b. False

b. False
Supervisor and agent, with the proper permissions, can activate /deactivate the agent's queue.

Performance Dashboards cannot be shared with others.
a. True
b. False

b. False

Report failures often occur because:
a. Incorrect Parameters are typed in.
b. Genesys Cloud is busy.
c. The Report returns an excessive amount of data.
d. The data was stored in the wrong format.

c. The Report returns an excessive amount of data.

Reports are disabled because:
a. Too many reports are scheduled to run at the same time.
b. The report failed to run for two consecutive times.
c. The data is unavailable.
d. The Genesys Cloud CX database is offline.

b. The report failed to run for two consecutive times.

The CCP courses have a large number of links to which one of the following Genesys reference resources?
a. Genesys Knowledge Network
b. Genesys Cloud ResourceCenter
c. Genesys Cloud User Guide

b. Genesys Cloud ResourceCenter

The Genesys Cloud CX SCIM APIs are used for what purpose?
a. Provide user authentication functionality for Genesys Cloud CX using a third-party identity provider.
b. Automate the exchange of user and group identity information from a third-party identity management system to Genesys Cloud CX.

b. Automate the exchange of user and group identity information from a third-party identity management system to Genesys Cloud CX.

The Genesys Cloud delivery model enables Genesys to deploy small batches of changes without interrupting the user experience. Select all that apply.
a. Patches
b. Architecture
c. Security Updates
d. Usability Enhancements
e. Resource Center Updates

A, C, D, and E.

The Genesys Cloud platform processes more than two billion API requests per week and automatically \_____________to meet the demand of customers.
a. scales
b. declines
c. improves
d. limits

a. scales

The https://login.mypurecloud.com URL provides access to Genesys Cloud CX in which one of the following AWS (Amazon Web Services) regions?
a. US East (N. Virigina)
b. US West (Oregon)
c. Canada (Canada Central)
d. EU (Frankfort)
e. Asia Pacific (Mumbai)

a. US East (N. Virigina)

The license cost per user is determined by the \__________ that consumes features of the most expensive cloud shell license during a billing cycle.

Role, User

The maximum number of subscriptions per WebSocket connection is \_____.
a. 1,000
b. 100
c. 10,000
d. 10

a. 1,000

The number of Offered calls always equals Answered + Abandoned.
a. True
b. False

b. False

The only required parameters when creating a callback are? Select all that apply.
a. callbackScheduledTime
b. callback number
c. callback agent
d. queueId

B and D.

The Queues view shows data for the current interval only. Historical data is not available.
a. True
b. False

b. False

True or False: Genesys Cloud allows your client application to be notified about the real-time changes in the Genesys Cloud environment.
a. False
b. True

b. True

True or False: You can download recordings in bulk.
a. False
b. True

b. True

Under the fair usage policy, Genesys Cloud offers a robust public API that enables customers to build integrations between Genesys Cloud and their own\__________________. Select all that apply.
a. third-party apps
b. software and systems
c. third-party API
d. third-party extensions

A, B, and D.

Using \______ API endpoints, you can create a new ACD webchat and interface on behalf of the customer.
a. Authenticated Chat
b. Agent Chat
c. Conversation Chat
d. Guest Chat

d. Guest Chat

Using a \__________________ of the email and chat conversations, it is possible to create a representation of those external objects in Genesys Cloud as email or chat objects.
a. ACD Route
b. API
c. CRM
d. POST request

d. POST request

What 3 types of call routing are used by Genesys Cloud CX?
a. AWS Routing
b. Standard ACD
c. Bullseye
d. Preferred

B, C, and D.

What are the four categories of reports? (select all of the correct answers)
a. Agent
b. Inbound Dialing
c. Contact Center
d. Communicate
e. Collaborate
f. Containers
g. Queue
h. Outbound Dialing

A, D, G, and H.

What does None in the Skills column signify in the Skills Performance view?
a. Skills are not assigned to agents in the queue
b. The system could not identify the assigned queue name
c. No ACD or Language skills are required by the interaction

c. No ACD or Language skills are required by the interaction

What formats are available for report downloads? (Select all they apply)
a. PDF
b. DOC
c. JPG
d. XLS, XLSX

A, D.

What in Genesys Cloud allows your customers to chat with contact center agents directly from their website?
a. APIs
b. Customer Service Phone Number
c. Widgets
d. Predictive Engagement

c. Widgets

What is the maximum size file that can be stored in a Genesys Cloud CX workspace?
a. 500 MB
b. 1GB
c. 2GB
d. 20GB

c. 2GB

What is the purpose of an evaluation form in quality management?
(Select all of the correct answers)

a. They measure how well your agents are performing at their job.
b. They provide customers a way to give feedback about their experience.
c. They can highlight where additional agent training might be needed.
d. They measure the effectiveness of a campaign.

A, C, and D.

What must you be to contact the Genesys Cloud Customer Care center?
a. The designated contact
b. A Genesys Cloud Developer
c. A Genesys Cloud user
d. A Genesys Cloud Admin

a. The designated contact

What resource do you have access to that provides common use cases for Genesys Cloud APIs?
a. Genie
b. Partner Academy
c. The Genesys Cloud Developer Center
d. Google

c. The Genesys Cloud Developer Center

What service can you use to view Genesys Cloud status updates on topics such as user status changes, document uploads, or incoming calls?
a. The Development Center Service
b. Genesys Cloud Notifications Service
c. Genesys Cloud APIs
d. Channel Subscriptions

b. Genesys Cloud Notifications Service

What tool helps educate you on, test, and fine-tune Genesys Cloud APIs?
a. Developer Tools
b. Code Tools
c. Implementation Tools
d. API Tools

a. Developer Tools

What type of API requests are included in the API usage view? Select all that apply.
a. POST
b. GET
c. DELETE
d. PUT
e. All of the above

e. All of the above

What type of request would push new data to Genesys Cloud with API when creating a new user in Genesys Cloud?
a. Body
b. Developer
c. POST
d. API

c. POST

What would you use to test the Genesys Cloud notification service without creating a web application?
a. GDemo
b. Notification Tester
c. Notification Developer

b. Notification Tester

When an application is rate limited, the API returns error responses until the rate-limiting condition remains. Which responses identify this error? Select all that apply.
a. The response contains the header retry-after.
b. The response contains the header retry-later.
c. The HTTP response code will be 000
d. The HTTP response code will be 429.

A, and D.

When an organization is created within Genesys Cloud CX it is assigned to an AWS (Amazon Web Services) region based on which one of the following?
a. Location of the company's main office.
b. Organization's location.
c. Location of the company's Genesys Cloud CX administrator.
d. Location of the company's primary data center.

b. Organization's location.

When is it necessary for a user to change their organization on the login screen?
a. When they are logging into a different Genesys Cloud CX region.
b. When they belong to more than one Genesys Cloud CX organization within a region.
c. When they are logging into a Genesys Cloud CX organization that is not their home organization.
d. When they are logging into an organization that is not located in the proper AWS region.

b. When they belong to more than one Genesys Cloud CX organization within a region.

When uploading a file, the maximum message size, including attachments, is \_________ per message.
a. 20 MB
b. 10 MB
c. 5 MB
d. 15 MB

b. 10 MB

When using any of the developer tools, make sure that the Developer Center URL matches the \______________ of your Genesys Cloud organization.
a. sequence
b. region
c. state
d. admin

b. region

Which change types are associated with the Genesys Cloud API Change Management Policy? Select all the apply
a. Deprecations
b. Daily
c. Breaking
d. Non-Breaking
e. Emergency
f. Functionality

A, C, D, and E.

Which configuration field allows you to turn on the Schedule for a report?
a. Time Period
b. Recurrence
c. Report Generation Time
d. Time Zone

c. Report Generation Time

Which of the below is not a component of an API request?
a. Content - type
b. Security code
c. API Endpoint URL
d. Key - value in the body based on the endpoint schema
e. Access token
f. Type of Request

b. Security code

Which of the following are valid methods for accessing all functions of Genesys Cloud CX?
a. Genesys Cloud CX Desktop App for Windows
b. Web browser
c. Collaborate Mobile app for Android or iOS
d. Genesy Cloud CX Desktop App for Linux

A, B

Which of the following categories of Genesys Cloud CX phones is only supported by the BYOC Premises VoIP deployment model?
a. Managed
b. Unmanaged
c. WebRTC
d. Remote

b. Unmanaged

Which of the following components can be added to a script?
a. Text
b. Button
c. Dropdown
d. Web page

A, B, C, and D.
Text, buttons, dropdown, web pages, and many other components can be added to a script.

Which of the following Genesys Cloud components provide connectivity between an external trunk and a Genesys Cloud phone?
a. Genesys Cloud Edge
b. Genesys Cloud phone trunks
c. TDM Trunk
d. PSTN

a. Genesys Cloud Edge

Which of the following Genesys Cloud features require, at minimum, a Genesys Cloud Communicate license?
a. Chat
b. Send and receive phone calls
c. Voice Mail
d. Document sharing

B, C.

Which of the following Genesys Cloud parameters are used in the configuration of a campaign? (Select all that apply)
a. Queue
b. Dialing Mode
c. Agent Script
d. DNC Lists
e. Contact List

A, B, C, D, and E. All of the above.

Which of the following services are available from Genesys Cloud CX?
a. Collaborate
b. Accounting
c. Communicate
d. Contact Center

A, C, and D

Which of the following statement about a Genesys Cloud CX site are correct?
a. A list of rules for routing calls.
b. Configured with specific telephony properties (e.g. area code)
c. Combines the routing information for all locations into a dial plan.
d. Includes one or more locations.

A, B.

Which of the following statements about a group workspace are correct?
a. Only available to users that have been either directly or as a member of a group assigned to the workspace.
b. Can be configured to provide users read-only access to files in the workspace.
c. May allow a user to share a file in the workspace with other Genesys Cloud CX users.
d. Only workspace owners can delete a file in a Genesys Cloud CX group workspace.

A, B, and C.

Which of the following statements about PSTN are correct?
a. PSTN is a type of circuit-based network that has been used since the beginning years of the telephone and used in reference to the dedicated circuits provided through a telephony provider.
b. Still commonly used to refer to any portion of the network that makes use of a telephony provider's network.
c. Designed to support VoIP.
d. Commonly referred to as POTS (Plain Old Telephone Service).

A, B, and D.

Which of the following telephony components may exist within a Genesys Cloud CX site?
a. PSTN
b. Edge
c. Edge Group
d. WebRTC phone trunk

B, C, and D.

Which of the following types of Genesys Cloud CX groups can be created by any Genesys Cloud User?
a. Personal
b. Social
c. Official

a. Personal

Which of the following types of Genesys Cloud dashboards enables a supervisor to see which queues have too few or too many agents, and guides their decisions regarding which queues need immediate management or adjustment?
a. Queues Activity
b. Queues Performance
c. Agents Statuses
d. Agents Performance

a. Queues Activity

Which of the following types of organizations provide the ability to establish a secure relationship with another Genesys Cloud CX organization and is commonly used to pair a Genesys Cloud CX partner with their customer?
a. Authorized Organization
b. Partner-paired Organization
c. External Organization
d. Authorized Corporation

a. Authorized Organization

Which of these views is used to view In-Progress and Completed interactions?
a. Queues Performance view
b. Agent Performance view
c. Interactions View
d. Realtime Adherence View

c. Interactions View

Which of these views would you use to see how long an agent has spent in each status?
a. Agent Performance Summary
b. Agent Status Summary
c. Agent Interactions Summary
d. Agent Queues Summary

b. Agent Status Summary

Which one of the following Genesys Cloud CX Contact Center features is most useful in getting a customer to the proper agent in the shortest amount of time?
a. Workforce Management
b. ACD
c. Quality Management
d. Scripts

b. ACD

Which one of the following Genesys Cloud CX Contact Center features is used to set up a flow that prompts incoming customer calls to press a number in order to access a specific person or department?
a. Architect
b. Workforce Management
c. Scripts
d. Quality Management

a. Architect

Which one of the following Genesys Cloud CX Contact Center features provides a process for evaluating an Agent's performance with a customer?
a. Contact Center Management
b. Agent Interface
c. Quality Management
d. Reports, Dashboards, and Views

c. Quality Management

Which one of the following Genesys Cloud CX Licenses, at minimum, is required for access to Advanced Outbound Campaigns?
a. Genesys Cloud CX 1
b. Genesys Cloud CX 2
c. Genesys Cloud CX 3
d. Collaborate

b. Genesys Cloud CX 2

Which one of the following Genesys Cloud CX Licenses, at minimum, is required for access to Inbound messaging (WhatsApp, Facebook Messaging, Twitter Direct Message, Line)?
a. Genesys Cloud CX 1
b. Genesys Cloud CX 2
c. Genesys Cloud CX 3
d. Collaborate

c. Genesys Cloud CX 3

Which one of the following Genesys Cloud CX Licenses, at minimum, is required for access to the speech-enabled IVR feature?
a. Genesys Cloud 1
b. Genesys Cloud 2
c. Genesys Cloud 3
d. Genesys Communicate

a. Genesys Cloud 1

Which one of the following Genesys Cloud CX Services provides text chat video chat and document sharing features?
a. Genesys Cloud Platform
b. Genesys Cloud Collaborate
c. Genesys Cloud Communicate
d. Genesys Cloud Contact Center

b. Genesys Cloud Collaborate

Which one of the following helps an agent with customer information (callers name and address) and instructions during an interaction?
a. A Supervisor
b. A script
c. Data action integration
d. All of these

b. A script