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Genesys GCX-GCD Exam Syllabus Topics:

Topic
Details

Topic 1

• Understand the Genesys Cloud CX Platform: This section of the exam measures the skills of a Developer and covers the core understanding of the Genesys Cloud CX platform. It introduces the platform’s general structure, its major capabilities, and key concepts like organizations, regions, and data models. Students will learn about the general environment where Genesys Cloud CX operates and how different services are organized.

Topic 2

• Explain Agent Chat and Analytics APIs: This section of the exam measures the skills of a Developer and focuses on the APIs used for agent chat interactions and analytics data. It describes how developers can programmatically manage chat activities and access analytics reports to monitor system performance.

Topic 3

• Manage Roles, Supervisor Tools, and Divisions: This section of the exam measures the skills of a System Administrator and focuses on managing permissions, configuring roles, using supervisor tools, and organizing users into divisions. It covers how to control access, monitor agent activities, and properly separate work across different areas of an organization.

Topic 4

• Understand Genesys Cloud CX Architect, Scripting, QM, and WFM: This section of the exam measures the skills of a Developer and explains the basics of Architect for building call flows, the use of scripting to guide agents, and the core functions of Quality Management (QM) and Workforce Management (WFM) to optimize operations. Students will understand how these tools are configured and integrated into Genesys Cloud CX.

Topic 5

• Overview of Users, Conversation, and Notification APIs: This section of the exam measures the skills of a Developer and introduces APIs related to users, conversations, and notifications. It explains how developers can retrieve and manage user data, handle conversation details, and set up real-time notifications through API services.

Topic 6

• Configure the features of Genesys Cloud CX Collaborate and Communicate: This section of the exam measures the skills of a System Administrator and covers the setup and management of collaboration tools and internal communication features within Genesys Cloud CX. It explains how to configure chat, messaging, and workspaces for teams to work effectively inside the platform.

Topic 7

• Understand Authentication and Resources: This section of the exam measures the skills of a Developer and covers how authentication works in Genesys Cloud CX. It explains resource management, OAuth processes, and permissions needed to securely interact with APIs and services. Students learn the basics of secure access control.

Topic 8

• Understand API utilization: This section of the exam measures the skills of a Developer and covers general best practices for using Genesys Cloud CX APIs. It explains how to optimize API usage, stay within platform limits, and create efficient integrations that leverage Genesys Cloud capabilities effectively.

 

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Genesys Cloud CX: Developer Certification Sample Questions (Q60-Q65):

NEW QUESTION # 60
Which of the following statements are true? (Choose two.)

• A. A "jobs' endpoint is intended for users who need the most up-to-date data, and they need a response right now.
  D A jobs' endpoint is best suited for bulk export of data
• B. A "query endpoint is best suited for bulk export of data.
• C. A "query' endpoint is intended for users who need the most up-to-date data, and they need a response right now.

Answer: C

Explanation:
A query endpoint provides real-time access to the most up-to-date data and returns the requested information immediately. This is ideal for scenarios where the user requires immediate responses.
A jobs endpoint, on the other hand, is designed for scenarios where bulk export of data is required. It processes requests asynchronously and provides a response when the export is complete, making it suitable for larger data sets that don't require an immediate response.

 

NEW QUESTION # 61
Arrange the following five stages of migrating from a BYOC Cloud or Genesys Cloud CX Voice to a hybrid media organization in the correct order?
1. Placing your edges into the Genesys Cloud CX hybrid media edge group.
2. Pairing your new BYOC premises edges to Genesys Cloud CX.
3. Configuring edge interfaces to use site interconnects.
4. Enabling and configuring site links
5. Making your organization hybrid media capable

• A. 1,3,2,5,4
• B. 5,2,1,3,4
• C. 2,1,3,4,5
• D. 4,1,2,5,3

Answer: B

Explanation:
1. Making your organization hybrid media capable: Begin by enabling hybrid media capabilities in your organization to support both cloud and premises-based media processing.
2. Pairing your new BYOC Premises Edges to Genesys Cloud CX: Next, pair your BYOC Premises Edges with Genesys Cloud CX to establish communication between the premises hardware and the cloud platform.
3. Placing your Edges into the Genesys Cloud CX hybrid media edge group: After pairing, move your Edges into the Genesys Cloud Hybrid Media Group to manage them within the hybrid environment.
4. Configuring Edge interfaces to use site interconnects: Then, configure the network interfaces on your Edges to utilize site interconnects, facilitating communication between different sites.
5. Enabling and configuring site links: Finally, enable and configure site links to establish connections between your premises and cloud sites, completing the hybrid media setup.
Reference: https://help.mypurecloud.com/articles/convert-byoc-cloud-genesys-cloud-voice-to-hybrid-media/

 

NEW QUESTION # 62
Genesys Cloud CX provides various SDKs for developers in multiple programming languages.
Which of the following languages are NOT available? (Choose three.)

• A. Diamond
• B. iOS
• C. Java
• D. C
• E. Javascript
• F. Snake

Answer: A,D,F

Explanation:
Genesys Cloud CX provides SDKs for several programming languages, including JavaScript, Java,.NET (C#), Python, and Ruby. However, SDKs are notavailable for:
C:While C is a foundational programming language, Genesys Cloud CX does not offer an SDK specifically for it.

Snake:This appears to be a typographical error or a fictional language; no such programming language is recognized.

Diamond:Similarly, this does not correspond to any known programming language.

 

NEW QUESTION # 63
Which of the following best defines Mandatory, Time-boxed, No early exit After Call Work (ACW)?

• A. The agent is automatically placed into an ACW status, and the system will automatically set the status to Available when the After Call Timeout is reached. The agent cannot set the status to Available if the ACW is completed early.
• B. The ACW status for the agent and will remain in that status until a Wrap-Up code is selected and the ACW is manually completed.
• C. The agent may or may not complete ACW. The system will set the status to Available after the interaction is completed. The agent is responsible for setting the availability appropriately if performing ACW.
• D. Once the ACW status starts for the agent, the system will automatically set the status to Available again when the After Call Timeout is reached. The agent can set the status to Available if the ACW is completed early.

Answer: A

Explanation:
In Mandatory, Time-boxed, No early exit ACW, agents are forced into ACW status after an interaction and must remain in that status until the timeout completes. They cannot exit early, ensuring consistent post-call handling within the defined time window.

 

NEW QUESTION # 64
Which Genesys Cloud CX feature helps reduce wait time for each call?

• A. Automatic Call Distribution
• B. Workforce Management
• C. llVR
• D. Skill-based Routing

Answer: A

Explanation:
Automatic Call Distribution (ACD) reduces wait time by efficiently routing incoming calls to the next available and most appropriate agent, minimizing idle time and ensuring quicker response for each customer.

 

NEW QUESTION # 65
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