Genesys GCP-GC-IMP Exam Dumps & Practice Test Questions

Question 1: 

Which Genesys Cloud license tier offers the most comprehensive features for organizations requiring multi-channel customer support, including social media integration and advanced Workforce Management (WFM) capabilities within their contact center operations?

A. Genesys Cloud 1 

B. Genesys Cloud 2 

C. Genesys Cloud 3 

D. Genesys Cloud 4

Correct answer: D

Explanation:

When an organization seeks a robust contact center solution that provides extensive multi-channel support, encompassing critical digital avenues like social media, and integrates sophisticated Workforce Management (WFM) functionalities, the choice of Genesys Cloud license tier becomes paramount. Genesys Cloud is a highly scalable and flexible cloud-based customer experience platform, offering various license levels, each designed to meet differing operational complexities and feature requirements.

Let's break down the capabilities across the Genesys Cloud license spectrum in relation to the question's requirements:

• Genesys Cloud 1 (Digital Voice): This entry-level license is primarily designed for organizations focused on basic voice interactions. It offers standard inbound/outbound voice routing, Interactive Voice Response (IVR), basic call queues, and fundamental analytics. While it provides a solid foundation for voice communication, it generally lacks native, out-of-the-box support for comprehensive multi-channel interactions beyond basic voice, and Workforce Management is typically an add-on, not an inherent part of the base package. Social media integration is not a standard feature at this tier.
  
  

• Genesys Cloud 2 (Digital Engagement): Building on Genesys Cloud 1, this tier expands digital capabilities to include channels like email, web chat, and SMS. It introduces more advanced routing options and often includes Quality Management features. While it moves closer to multi-channel support, its social media capabilities are still limited or require additional integrations. Workforce Management is usually still offered as an optional add-on, not fully embedded with advanced features suitable for complex, blended multi-channel environments.
  
  

• Genesys Cloud 3 (Unified Communications & Collaboration): This license significantly broadens the scope of digital engagement. It provides more extensive multi-channel support, often including social messaging applications (e.g., Facebook Messenger, Twitter direct messages) as standard. Crucially, Genesys Cloud 3 typically includes core Workforce Management features such as forecasting, scheduling, adherence monitoring, and robust reporting. This tier is designed for organizations that need a truly unified experience across various digital and voice channels, coupled with essential tools for optimizing agent productivity and resource allocation.

• Genesys Cloud 4 (Experience Optimization): This is the most advanced license tier, encompassing all features from Genesys Cloud 3 and adding even more sophisticated capabilities. Genesys Cloud 4 is specifically tailored for large enterprises with complex operational requirements and a strong focus on customer experience optimization through AI and automation. It offers the deepest integration of multi-channel support, including advanced social media management, alongside the most robust and comprehensive Workforce Engagement Management (WEM) suite. 

• This WEM suite typically includes advanced forecasting, highly granular scheduling, real-time adherence, gamification, performance management, and deeper analytics for all channels. Furthermore, it often incorporates features like AI-powered agent assistance and customer journey analytics that leverage the full breadth of multi-channel interactions, including social media data. The inclusion of extensive AI Experience Tokens in Genesys Cloud 4 allows for powerful automation and intelligent routing across all channels, making it the ideal choice for organizations demanding the pinnacle of multi-channel and workforce optimization.

Given the requirement for "multi-channel based support, including social media along with Workforce Management," Genesys Cloud 4 stands out as the most encompassing option. While Genesys Cloud 3 provides these features, Genesys Cloud 4 offers them with the highest level of sophistication, scalability, and integration with advanced analytics and AI, which is often what organizations truly require when they specify such a comprehensive set of needs. Therefore, it is the most accurate answer for a solution offering these features in their fullest capacity.

Question 2: 

Within a digital organizational platform, where is the designated area for finding internal personnel and adding external contact information?

A. Documents 

B. Activity 

C. Directory 

D. Location

Answer: C

Explanation:

To effectively manage internal and external contacts within an organizational system, the dedicated section is universally known as the Directory. The Directory functions as a central repository or database that holds comprehensive information about individuals within the organization and facilitates the inclusion of external contacts. This feature is fundamental for seamless communication, collaboration, and operational efficiency, allowing users to quickly search for colleagues, access their contact details, and maintain an organized record of all relevant contacts.

Let's examine why the other options are not suitable for this purpose:

• A. Documents: This section is primarily designed for storing, sharing, and collaborating on various files and documents (e.g., spreadsheets, presentations, reports). It focuses on content management rather than managing contact information for people.

• B. Activity: The "Activity" area typically logs events, actions, or interactions that have occurred within the system. While it provides an audit trail or a feed of recent happenings, it does not serve as a place to create, store, or search for contact details.

• D. Location: This refers to geographical or physical information, indicating where individuals or teams are situated. While it might help in understanding an employee's physical presence, it is not the designated function for adding or maintaining contact records.

Therefore, the Directory is the correct and most logical choice for managing both internal and external contacts within an organization's digital infrastructure.

Question 3:

In the context of configuring call handling, how many distinct categories of routing are typically available within the "Call Route" section of a Contact Center's Call Routing page?

A. 5 

B. 4 

C. 3 

D. 2

Answer: B

Explanation:

In a modern contact center's call routing system, the "Call Routing" page is a crucial interface for defining how incoming calls are directed to the most appropriate agents or queues. While implementations can vary slightly, a common and effective approach involves categorizing routing rules into four primary types. These categories enable organizations to create highly granular and efficient call flows, optimizing customer experience and agent utilization.

The four generally recognized categories of call routing are:

1. Time-based Routing: This category routes calls based on specific times of the day, days of the week, or holidays. For example, calls might be directed to a specific team during business hours, an after-hours voicemail service outside of business hours, or a dedicated holiday queue.

2. Geographical Routing: This type of routing directs calls based on the caller's geographical location (e.g., area code or IP address). This is particularly useful for routing customers to local branches, regional support teams, or agents who speak a specific regional dialect.

3. Skill-based Routing: Perhaps one of the most powerful routing methods, skill-based routing ensures that calls are directed to agents who possess the specific expertise required to handle the customer's inquiry. For instance, a customer calling about a technical issue would be routed to an agent with technical support skills, while a billing inquiry would go to an agent proficient in billing.

4. Priority-based Routing: This category assigns different levels of priority to calls, ensuring that more critical or valuable interactions are handled more quickly. For example, calls from VIP customers, emergency calls, or high-value sales leads can be given higher priority, placing them at the front of a queue.

These four categories provide a comprehensive framework for designing flexible and intelligent call routing strategies, ensuring that calls are handled efficiently and effectively.

Question 4:

Is it possible for a contact center to configure and utilize more than one outbound route for its outgoing calls?

A. True 

B. False

Answer: A

Explanation:

The statement that a contact center can add more than one outbound route is True. In fact, configuring multiple outbound routes is a standard and highly beneficial practice for modern contact centers. Outbound routes dictate how calls initiated from the contact center (e.g., agent-dialed calls, outbound campaigns) are directed to external telephone networks and destinations.

The ability to utilize multiple outbound routes offers significant advantages, including:

• Cost Optimization: Different telecommunication carriers or service providers may offer varying rates for calls to specific destinations (e.g., international calls, calls to mobile numbers). By configuring multiple routes, the contact center can implement least-cost routing, automatically selecting the most economical path for each outbound call, thereby reducing operational expenses.

• Enhanced Reliability and Redundancy: Relying on a single outbound route creates a single point of failure. If that route experiences an outage or performance issues, outbound calling capabilities would be completely disrupted. Having multiple routes provides redundancy, allowing the system to automatically failover to an alternative route, ensuring business continuity and uninterrupted service.

• Improved Routing Flexibility: Multiple routes enable more sophisticated and granular control over outbound call traffic. For instance, calls to specific geographic regions can be routed through a dedicated local provider, while sensitive or high-priority calls might use a more secure or higher-quality route.

• Compliance and Security: Certain types of outbound communications might require adherence to specific regulatory standards or enhanced security protocols. Separate outbound routes can be configured to meet these compliance needs, segmenting traffic as necessary.

• Load Balancing: In high-volume environments, multiple routes can help distribute outbound call traffic across different carriers or network paths, preventing congestion on a single route and ensuring consistent call quality and performance.

Therefore, implementing multiple outbound routes is a fundamental capability that significantly enhances a contact center's operational efficiency, cost management, reliability, and strategic flexibility.

Question 5:

Within a telephony system, where would an administrator configure the list of IP or CIDR (Classless Inter-Domain Routing) addresses that are explicitly allowed or denied access to an External or Phone Trunk?

A. Availability 

B. SIP Access Control 

C. Outbound 

D. Calling

Answer: B

Explanation:

When setting up and securing telecommunication trunks, particularly those leveraging Session Initiation Protocol (SIP), it is critical to manage which network addresses are permitted or blocked from connecting. This security measure is typically handled in the SIP Access Control section of the system.

Here's why SIP Access Control is the correct answer and why the other options are not:

• B. SIP Access Control: This dedicated feature is specifically designed to enforce security policies on SIP trunks. It allows administrators to define a whitelist (explicitly allowed IP/CIDR addresses) or a blacklist (explicitly denied IP/CIDR addresses). This mechanism is vital for preventing unauthorized access, protecting against malicious attacks, and ensuring that only trusted sources can establish connections and exchange voice traffic with the trunk. Without proper SIP Access Control, a trunk could be vulnerable to misuse, toll fraud, or denial-of-service attacks.

• A. Availability: This section generally relates to the operational status or uptime of services and trunks. It might show whether a trunk is active or inactive, or report on its health, but it does not provide mechanisms for configuring IP-based access rules.

• C. Outbound: This area focuses on the routing logic for calls originating from the contact center or system to external destinations. While it deals with call flow, it does not manage the security aspect of which external networks are permitted to connect to the trunk for signaling or media.

• D. Calling: This is a broad category encompassing general call handling features, such as setting up dial plans, call forwarding, or voicemail configurations. It does not specifically address network-level access control based on IP addresses for trunks.

Therefore, for securing and regulating access to external or phone trunks based on IP or CIDR addresses, the SIP Access Control section is the appropriate and designated configuration area.

Question 6:

Which two types of phone trunks are natively available for configuration within the Genesys Cloud platform? (Choose two.)

A. Gateway 

B. SIP 

C. Outbound Proxy 

D. WebRTC

Answer: B, D

Explanation:

In Genesys Cloud, phone trunks serve as the essential conduits that connect the platform to external telecommunications networks, enabling voice communication with the outside world. The platform is designed to support specific trunk types that align with modern communication protocols and deployment models.

The two primary types of phone trunks natively available in Genesys Cloud are:

• B. SIP (Session Initiation Protocol) Phone Trunk: SIP trunks are widely used in Voice over IP (VoIP) systems and are a cornerstone of Genesys Cloud's telephony integration. A SIP trunk uses the SIP protocol to establish, manage, and terminate voice and video calls over an IP network. In Genesys Cloud, SIP trunks are configured to connect to external SIP-compliant systems, which can include:
  
  

• BYOC Cloud (Bring Your Own Carrier Cloud): Here, Genesys Cloud connects to a customer-provided SIP trunk directly over the internet, typically via a public SIP trunking service.

• BYOC Premises (Bring Your Own Carrier Premises): In this model, Genesys Cloud connects to a customer's on-premises telephony infrastructure (like a Session Border Controller or PBX) via a secure network connection, using SIP. SIP trunks are highly flexible and are the most common way to bring external call traffic into and out of Genesys Cloud.

• D. WebRTC (Web Real-Time Communication) Phone Trunk: WebRTC is an open-source project that enables real-time communication capabilities (like voice, video, and data transfer) directly within web browsers and mobile applications without the need for additional plugins. Genesys Cloud leverages WebRTC to facilitate:
  
  

• Agent WebRTC Phones: This allows contact center agents to handle calls directly through their web browser, eliminating the need for traditional desk phones or softphones with separate installations. This simplifies deployment and management.

• In-App/Web Calling: WebRTC trunks can also support direct voice and video interactions initiated from a customer's website or mobile application, providing a seamless "click-to-call" or "click-to-video" experience directly from the customer's digital journey. WebRTC trunks in Genesys Cloud are particularly valuable for modern, browser-centric contact center operations and for integrating real-time communication into digital customer engagement channels.

Let's clarify why the other options are not types of phone trunks in Genesys Cloud:

• A. Gateway: While gateways (like media gateways or voice gateways) are essential components in complex telephony networks, converting protocols or media streams between different networks (e.g., PSTN to VoIP), they are not a type of phone trunk within Genesys Cloud's native configuration. Instead, gateways would be part of the infrastructure that connects to a Genesys Cloud SIP trunk.

• C. Outbound Proxy: An outbound proxy is a network device or server that forwards outgoing requests from clients to other servers. In a SIP context, an outbound proxy helps route SIP messages. While an outbound proxy might be used in conjunction with a SIP trunk in an overall telephony architecture, it is not categorized as a distinct type of phone trunk within the Genesys Cloud platform itself.

In summary, Genesys Cloud provides native support for SIP and WebRTC phone trunks, catering to diverse telephony integration and real-time communication needs.

Question 7: 

To enable the automatic sending of email invitations to new users upon their addition to the system, where in Genesys Cloud would an administrator navigate to configure this "Auto Invite" setting?

A. Admin > Account Settings > Organization Settings 

B. Admin > Account Settings > Organization 

C. Admin > Account Settings > Organization Settings > Settings

Answer: C

Explanation (Approx. 200 words):

The "Auto Invite" setting in Genesys Cloud is a crucial feature that streamlines the onboarding process for new users by automatically dispatching email invitations upon their account creation. This automation ensures that new team members receive immediate access instructions, reducing manual administrative effort and accelerating user adoption.

To locate and configure this specific setting, the administrator must follow a precise navigation path within the Genesys Cloud interface:

• C. Admin > Account Settings > Organization Settings > Settings: This is the correct and most granular path to access the "Auto Invite" configuration.

• "Admin" is the primary entry point for all administrative functions and system configurations.

• "Account Settings" serves as a broad category encompassing various organizational and user management parameters.

• Delving deeper, "Organization Settings" specifically houses configurations that apply across the entire organization, affecting its overall operation, policies, and integrations. This is where high-level organizational behaviors are defined.

• Finally, within "Organization Settings," there is a further nested "Settings" sub-section. It is in this specific "Settings" area where the "Auto Invite" toggle or option resides, allowing an administrator to enable or disable the automatic sending of invitations to newly provisioned users. When enabled, any user created will automatically receive the necessary email to activate their Genesys Cloud account.

Let's clarify why the other options are not sufficiently precise:

• A. Admin > Account Settings > Organization Settings: While this path gets you to the broader "Organization Settings" area, it does not specify the exact sub-section ("Settings") where the "Auto Invite" feature is located. The "Organization Settings" area itself contains multiple configuration groups.

• B. Admin > Account Settings > Organization: This path is too general. "Organization" typically refers to the organization's profile or high-level details, not the granular operational settings like user invitation automation. The specific "Settings" within "Organization Settings" is required.

Therefore, the precise navigation required to configure the "Auto Invite" setting for automatic email invitations to new users is Admin > Account Settings > Organization Settings > Settings.

Question 8:

You've initiated a video chat in the "Kayak Guides" room by clicking the "Open video call" icon, inviting Jill and Amelia. 

What is the crucial next step that all participants must take for the video chat to become active and functional?

A. Other participants must also click on the Open video call icon. 

B. All participants must click on the Join button in the video chat view. 

C. All participants, except the initiator, must click on the Join button in the chat view. 

D. Participants automatically placed in the video chat when clicking on the chat room.

Answer: B

Explanation:

In collaborative communication platforms like Genesys Cloud, initiating a video chat often involves a two-step process to ensure active participation. While the "Open video call" icon is used by the initiator to start the call, all participants, including the initiator (who implicitly joins upon starting), must then explicitly "join" the active video session.

The correct next step is:

• B. All participants must click on the Join button in the video chat view: Once a video call is initiated (by you, in this scenario), a prompt or notification will appear for all invited participants (Jill and Amelia) within the chat room. This notification indicates that a video call is in progress. For them to actively participate and connect to the audio and video streams, they must consciously click on a "Join" button, typically displayed within the video chat interface. This action confirms their readiness to enter the live video session. The initiator effectively joins the call upon initiation, but the "Join" action ensures all parties are connected within the established video stream.

Let's clarify why the other options are incorrect:

• A. Other participants must also click on the Open video call icon: This is incorrect. The "Open video call" icon is solely for initiating a new video call. Participants join an already initiated call, they don't start a new one simultaneously.

• C. All participants, except the initiator, must click on the Join button in the chat view: While other participants definitely need to click "Join," stating "except the initiator" is misleading. While the initiator is in the call immediately upon starting, the general principle for collective participation is that everyone who wants to be actively connected to the video and audio stream performs a 'join' action. More importantly, the "Join" button appears in the video chat view itself, not just the general chat view.

• D. Participants automatically placed in the video chat when clicking on the chat room: This is generally untrue for most secure and user-permissioned video conferencing systems. Automatic placement without an explicit "join" action can lead to privacy concerns or accidental participation. Users are almost always required to consent to join a live video session.

Therefore, the critical action for all involved parties, including the initiator, to be fully connected and interactive in the video chat is to click the Join button in the video chat view.

Question 9:

To provide each organizational group with a dedicated space for uploading, organizing, and collaboratively sharing documents and files, which specific setting or feature would you configure?

A. Workspaces 

B. People 

C. Queues 

D. Groups

Answer: A

Explanation:

For organizations aiming to foster efficient collaboration and centralized file management among different teams, establishing dedicated areas for document sharing is essential. The feature designed precisely for this purpose is Workspaces.

Here's why Workspaces is the correct answer and why the other options are not suitable:

• A. Workspaces: A "Workspace" (sometimes referred to as a shared drive, team space, or collaborative hub) is a specific digital environment created to allow a defined group of users to upload, store, organize, and share files and documents. Within a Workspace, members can typically access, edit, and manage files relevant to their group's projects or operations. It provides a centralized, permissions-controlled location, eliminating the need to send files via email and ensuring everyone is working with the most current versions. This directly addresses the requirement for groups to have their own dedicated space for document management.

• B. People: This section of a platform is dedicated to managing individual user accounts, profiles, roles, and permissions within the organization. While it's crucial for managing who has access to what, it does not provide the collaborative file storage and sharing functionality itself.

• C. Queues: Queues are primarily used in contact centers to hold and distribute incoming work items (like calls, emails, chats) to available agents based on defined routing rules. They are focused on workflow management, not document storage or team collaboration spaces.

• D. Groups: While "Groups" allow you to categorize and organize users within the system for various purposes (e.g., assigning common permissions, facilitating group communication), a "Group" itself is typically just a collection of users. It does not inherently provide a dedicated storage area for documents. A Workspace, however, would often be associated with a specific group to grant its members access to the shared files.

Therefore, to enable each group to upload, organize, and share documents and files, the appropriate feature to configure is Workspaces.

Question 10: 

What is the maximum individual file size that a user is permitted to upload into the Genesys Cloud Documents section?

A. 10 MB 

B. 100 MB 

C. 2 GB 

D. No Limit

Answer: C

Explanation:

When working with the Genesys Cloud Documents feature, which allows users to upload, store, and manage various files, it's important to be aware of the system's limitations regarding file size. The platform is designed to accommodate a wide range of document types, including large media files, presentations, and archives.

The maximum individual file size that a user can upload into Genesys Cloud Documents is 2 GB (Gigabytes). This substantial limit ensures that most common business documents, high-resolution images, larger presentations, and even some video files can be seamlessly integrated into the Genesys Cloud environment.

It's also worth noting the distinction between individual file size limits and overall organizational storage capacity:

• Individual File Size Limit: 2 GB per file.

• Organizational Storage Capacity: This varies by Genesys Cloud license tier:

Genesys Cloud Communicate license: Typically includes 2 TB (Terabytes) of storage per organization.Genesys Cloud CX 1, CX 2, or CX 3 licenses: Generally offer unlimited storage for all users within the organization.

Therefore, while overall storage depends on the license, the maximum size for a single file uploaded to Genesys Cloud Documents is 2 GB.