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Genesys GCX-GCD Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 3

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 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

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.

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Genesys Cloud CX: Developer Certification Sample Questions (Q33-Q38):

NEW QUESTION # 33
The _______________ perspective is a ledger-type event stream over some time interval with time stamps for every event that occurred during the period.

A. Aggregate Metrics
B. Instantaneous Observation
C. Aggregate Records
D. Detail Records

Answer: D

Explanation:
The Detail Records perspective in Genesys Cloud CX represents a ledger-type event stream that includes time- stamped records for every interaction event over a given time interval, offering granular insight into each step of the interaction.

NEW QUESTION # 34
To get the recordingld for a conversation, which information should be included in the missing section of the URL.
https://api/v2/conversations/{___________}/recordings

A. ivrld
B. Recordingld
C. Conversation
D. DBID

Answer: C

Explanation:
https://api/v2/conversations/{conversationId}/recordings. You need to include the Conversation ID, not a recording ID or database ID, to retrieve the associated recordings for that specific conversation.

NEW QUESTION # 35
Real-time user applications doing batch processing will likely tolerate delays and can choose to retry over several minutes.

A. False
B. True

Answer: A

Explanation:
Real-time user applications, particularly those requiring immediate data processing (like voice interactions or real-time analytics), cannot tolerate delays. They typically require low-latency and high-availability connections, and any delay may affect user experience. Batch processing, on the other hand, may tolerate delays and retries over a longer time.

NEW QUESTION # 36
Which of the following are commonly used in Voice over IP (VoIP) or internet communication systems?

A. SIP
B. Gateway
C. WebRTC
D. Outbound Proxy

Answer: A,C

Explanation:
SIP (Session Initiation Protocol) Trunks: These are used to connect the Genesys Cloud CX platform to external telephony systems, such as carriers or on-premises equipment, facilitating voice communication over IP networks.
WebRTC Trunks: These are utilized for WebRTC-based communications, enabling real-time voice and video interactions directly through web browsers without the need for additional plugins or software.
Reference: https://help.mypurecloud.com/video/create-a-sip-phone-trunk-2/

NEW QUESTION # 37
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.

A. False
B. True

Answer: B

Explanation:
Routing in Genesys Cloud CX directs customer interactions to the most suitable automated system or human agent based on defined rules, skills, or availability, ensuring efficient and effective communication handling.

NEW QUESTION # 38
......

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