Genesys Cloud Workforce Management Exam Questions
and Answers
The Dependency Search feature in Architect allows you to ______
A. Locate the people assigned to a queue
B. Search the flows to locate agents in the group
C. Locate the flows that have a dependency on any object
D. Locate any expressions in Architect - ANSWER C. Locate the flows that have a
dependency on any object
In the Hold Music field, you can set as literal and use user prompts. You can choose
to play either the whole prompt or have a time limit for the prompt. Use Play Style to
configure prompt duration.
True/false - ANSWER True
Transfer Options
1. Transfer to ACD
2. Transfer to user
3. Transfer to number
4. Transfer to group
5. Transfer to flow
6. Transfer to secure flow
7. Transfer to voicemail - ANSWER True
True or False: In Architect, you can move data between call flows.
A. True
B. False - ANSWER A. True
MakeDuration(10, 0, 30, 0) ? - ANSWER Duration of 10 days and 30 minutes
True or False: For a call flow, when you utilize more than 90% of the maximum size
allowed, you can't publish the call flow.
A. True
B. False - ANSWER A. False
Outbound Flow Process - ANSWER 1. Outbound Campaign
2. Campaign Management
3. Call Response
4. Outbound Call Flow
,Optionally, you can transfer the voicemail directly to the agent or agent group.
True/false - ANSWER True
To set the number of languages to use in the call flow, navigate to_____.
A. Settings > Default Menu > Preferred Languages
B. Correctly unselected
C. Settings > Preferred Languages
D. Correctly unselected
E. Settings > Default Menu > Supported languages
F. Correctly unselected
G. Settings > Supported Languages - ANSWER G. Settings > Supported
Languages
The _____ decision block is used to set multiple cases based on one condition.
A. Decision Action
B. Logical Action
C. Switch Action
D. Branch Action - ANSWER C. Switch Action
True or False: You can use .mp3 files for the audio prompts in Architect.
A. True
B. False - ANSWER B. False
The secure flow ensures your interaction is not recorded anywhere, even when the
agent is isolated from the interaction for that momen; You can initiate a secure flow
in two ways: agent-initiated session and agentless session.
True
False - ANSWER True
When the interaction goes through the secure flow, for Agent-Initiated Session, the
agent must transfer the call to a secure flow. For this scenario, in the agent's script
window, you must configure a button to invoke a secure flow.
True/False - ANSWER True
In schedule-based routing, call flows are prioritized in the following sequence:
A. Holiday, Emergency, Closed, and Open
B. Emergency, Holiday, Closed, and Open
C. Closed, Emergency, Open, and Holiday
D. Closed, Holiday, Open, and Emergency - ANSWER B. Emergency, Holiday,
Closed, and Open
, If you enable Media Capture and Protocol Capture, Genesys Cloud logs all the data
entered in the system. This process is also applicable for secure flow. The best
practice is to avoid enabling these settings when using secure flows.
True/false - ANSWER True
A ------- typically contains a collection of actions designed to perform an assigned
task sequentially.
A. Menu
B. Task
C. Data Action - ANSWER B. Task
When the interaction goes through the secure flow, the manager cannot monitor the
call, but the agent is still reserved for the call.
True/False - ANSWER True
------ Use this action to set up the audio behavior while a caller is waiting in a queue.
A. Play Estimated Wait Time
B. Play Position In Queue
C. Hold Music - ANSWER C. Hold Music
If you are a PCI-compliant Genesys Cloud organization and have the Payment Card
Industry Data Security Standard (PCI DSS) setting enabled, Genesys Cloud disables
the Media Capture and Protocol Capture settings.
True/False - ANSWER True
The most efficient way to route the incoming call based on the time is to _____
A. Use default system time in a decision box
B. Use schedule
C. Use schedule groups
D. Use data tables - ANSWER C. Use schedule groups
The Debug options allows the user to _____
A. Validate the errors in the call flow
B. Listen to the flow from the caller's point of view
C. Identify the errors in the flow
D. Segregate the errors in the flow - ANSWER B. Listen to the flow from the caller's
point of view
On Genesys Cloud, you can use your own domain name to send and receive emails
or use the mypurecloud.com domain name. You must configure the email address in
A. Admin > Account Settings > Organization Settings > Email
and Answers
The Dependency Search feature in Architect allows you to ______
A. Locate the people assigned to a queue
B. Search the flows to locate agents in the group
C. Locate the flows that have a dependency on any object
D. Locate any expressions in Architect - ANSWER C. Locate the flows that have a
dependency on any object
In the Hold Music field, you can set as literal and use user prompts. You can choose
to play either the whole prompt or have a time limit for the prompt. Use Play Style to
configure prompt duration.
True/false - ANSWER True
Transfer Options
1. Transfer to ACD
2. Transfer to user
3. Transfer to number
4. Transfer to group
5. Transfer to flow
6. Transfer to secure flow
7. Transfer to voicemail - ANSWER True
True or False: In Architect, you can move data between call flows.
A. True
B. False - ANSWER A. True
MakeDuration(10, 0, 30, 0) ? - ANSWER Duration of 10 days and 30 minutes
True or False: For a call flow, when you utilize more than 90% of the maximum size
allowed, you can't publish the call flow.
A. True
B. False - ANSWER A. False
Outbound Flow Process - ANSWER 1. Outbound Campaign
2. Campaign Management
3. Call Response
4. Outbound Call Flow
,Optionally, you can transfer the voicemail directly to the agent or agent group.
True/false - ANSWER True
To set the number of languages to use in the call flow, navigate to_____.
A. Settings > Default Menu > Preferred Languages
B. Correctly unselected
C. Settings > Preferred Languages
D. Correctly unselected
E. Settings > Default Menu > Supported languages
F. Correctly unselected
G. Settings > Supported Languages - ANSWER G. Settings > Supported
Languages
The _____ decision block is used to set multiple cases based on one condition.
A. Decision Action
B. Logical Action
C. Switch Action
D. Branch Action - ANSWER C. Switch Action
True or False: You can use .mp3 files for the audio prompts in Architect.
A. True
B. False - ANSWER B. False
The secure flow ensures your interaction is not recorded anywhere, even when the
agent is isolated from the interaction for that momen; You can initiate a secure flow
in two ways: agent-initiated session and agentless session.
True
False - ANSWER True
When the interaction goes through the secure flow, for Agent-Initiated Session, the
agent must transfer the call to a secure flow. For this scenario, in the agent's script
window, you must configure a button to invoke a secure flow.
True/False - ANSWER True
In schedule-based routing, call flows are prioritized in the following sequence:
A. Holiday, Emergency, Closed, and Open
B. Emergency, Holiday, Closed, and Open
C. Closed, Emergency, Open, and Holiday
D. Closed, Holiday, Open, and Emergency - ANSWER B. Emergency, Holiday,
Closed, and Open
, If you enable Media Capture and Protocol Capture, Genesys Cloud logs all the data
entered in the system. This process is also applicable for secure flow. The best
practice is to avoid enabling these settings when using secure flows.
True/false - ANSWER True
A ------- typically contains a collection of actions designed to perform an assigned
task sequentially.
A. Menu
B. Task
C. Data Action - ANSWER B. Task
When the interaction goes through the secure flow, the manager cannot monitor the
call, but the agent is still reserved for the call.
True/False - ANSWER True
------ Use this action to set up the audio behavior while a caller is waiting in a queue.
A. Play Estimated Wait Time
B. Play Position In Queue
C. Hold Music - ANSWER C. Hold Music
If you are a PCI-compliant Genesys Cloud organization and have the Payment Card
Industry Data Security Standard (PCI DSS) setting enabled, Genesys Cloud disables
the Media Capture and Protocol Capture settings.
True/False - ANSWER True
The most efficient way to route the incoming call based on the time is to _____
A. Use default system time in a decision box
B. Use schedule
C. Use schedule groups
D. Use data tables - ANSWER C. Use schedule groups
The Debug options allows the user to _____
A. Validate the errors in the call flow
B. Listen to the flow from the caller's point of view
C. Identify the errors in the flow
D. Segregate the errors in the flow - ANSWER B. Listen to the flow from the caller's
point of view
On Genesys Cloud, you can use your own domain name to send and receive emails
or use the mypurecloud.com domain name. You must configure the email address in
A. Admin > Account Settings > Organization Settings > Email
