Genesys Cloud Implementation
What are Core Services? - ✔ ✔ Core Services power the
building blocks of every Genesys Cloud organization. They
manage account configuration, directory search, user
membership, phone call routing, agent assignment, and more.
What are Communication Services? - ✔ ✔ Contact between
individuals and groups are handled by the Communication
Services. These are responsible for managing phone calls, chats,
voicemail, and faxing.
What are Application Services? - ✔ ✔ The Application
Services provide the back-end portion of complex Genesys Cloud
features like Architect, Outbound dialing, Scripting, and Workforce
Management.
What are Analytics and Reporting Services? - ✔ ✔ Events
within a contact center are recorded, labeled, stored, analyzed,
and compiled into reports by the Analytics and Reporting
Services.
What are Component and Utility Services? - ✔ ✔ Component
and Utility Services provide support to all other Platform
components. These services manage roles and permissions,
authorization, service caching, operational metrics, and more.
Can you change the Short Name and Organization ID? - ✔ ✔
No
,Whenever a user makes an outbound call, the dial plan handles
call routing by: - ✔ ✔ 1. Identifying the site where the call
originated.
2. Identifying the type of call.
How many groups can a user be a part of? - ✔ ✔ Up to 100
official and 100 social groups
You can create membership rules based on: - ✔ ✔ Keywords
and Relationships
What are the three types of external trunks? - ✔ ✔ BYOC
Carrier and BYOC PBX, which you use in a BYOC Cloud
telephony connection, and External SIP, which you use in a
BYOC Premises telephony connection.
What is Open Admission? - ✔ ✔ When this option is selected,
a link that allows a user to join the organization can be sent to
anyone. In the event you want to restrict the domains that can
join, you can specify acceptable email domains. By default, there
are no restrictions on domains when the Open Admission option
is enabled.
What is Auto Invite? - ✔ ✔ When enabled, an email invitation
will be automatically sent to a user when they are added to the
organization.
Does Genesys Cloud perform a virus scan on attachments that
are shared in chats? - ✔ ✔ No, but you can disable the file
attachments feature
, Genesys Cloud is in compliance with: - ✔ ✔ the Health
Insurance Portability and Accountability Act (HIPAA) and
Payment Card Industry Data Security Standard (PCI DSS)
What two ways can you add user details? - ✔ ✔ 1. Using the
Bulk import feature
2. Adding one user at a time
What happens when an Admin sets a user as inactive? - ✔ ✔
This revokes their credentials and prevents them from
accessing Genesys Cloud. For example, if you have seasonal
workers or an employee on extended leave and do not want them
to access Genesys Cloud.
What user details can an Admin configure from the People and
Role container? - ✔ ✔ 1. User Role
2. Default Phone
3. User ACD Skills
4. User Queues
5. User Profile
When creating a group, can Genesys Cloud first add a Manager
or Supervisor and then include everyone reporting to him or her? -
✔ ✔ Yes and you can set the type of group to either Official or
Social and assign a telephone number to the group
What are the visibility options for groups? - ✔ ✔ Public, Users
Only, or Owners Only
What are Core Services? - ✔ ✔ Core Services power the
building blocks of every Genesys Cloud organization. They
manage account configuration, directory search, user
membership, phone call routing, agent assignment, and more.
What are Communication Services? - ✔ ✔ Contact between
individuals and groups are handled by the Communication
Services. These are responsible for managing phone calls, chats,
voicemail, and faxing.
What are Application Services? - ✔ ✔ The Application
Services provide the back-end portion of complex Genesys Cloud
features like Architect, Outbound dialing, Scripting, and Workforce
Management.
What are Analytics and Reporting Services? - ✔ ✔ Events
within a contact center are recorded, labeled, stored, analyzed,
and compiled into reports by the Analytics and Reporting
Services.
What are Component and Utility Services? - ✔ ✔ Component
and Utility Services provide support to all other Platform
components. These services manage roles and permissions,
authorization, service caching, operational metrics, and more.
Can you change the Short Name and Organization ID? - ✔ ✔
No
,Whenever a user makes an outbound call, the dial plan handles
call routing by: - ✔ ✔ 1. Identifying the site where the call
originated.
2. Identifying the type of call.
How many groups can a user be a part of? - ✔ ✔ Up to 100
official and 100 social groups
You can create membership rules based on: - ✔ ✔ Keywords
and Relationships
What are the three types of external trunks? - ✔ ✔ BYOC
Carrier and BYOC PBX, which you use in a BYOC Cloud
telephony connection, and External SIP, which you use in a
BYOC Premises telephony connection.
What is Open Admission? - ✔ ✔ When this option is selected,
a link that allows a user to join the organization can be sent to
anyone. In the event you want to restrict the domains that can
join, you can specify acceptable email domains. By default, there
are no restrictions on domains when the Open Admission option
is enabled.
What is Auto Invite? - ✔ ✔ When enabled, an email invitation
will be automatically sent to a user when they are added to the
organization.
Does Genesys Cloud perform a virus scan on attachments that
are shared in chats? - ✔ ✔ No, but you can disable the file
attachments feature
, Genesys Cloud is in compliance with: - ✔ ✔ the Health
Insurance Portability and Accountability Act (HIPAA) and
Payment Card Industry Data Security Standard (PCI DSS)
What two ways can you add user details? - ✔ ✔ 1. Using the
Bulk import feature
2. Adding one user at a time
What happens when an Admin sets a user as inactive? - ✔ ✔
This revokes their credentials and prevents them from
accessing Genesys Cloud. For example, if you have seasonal
workers or an employee on extended leave and do not want them
to access Genesys Cloud.
What user details can an Admin configure from the People and
Role container? - ✔ ✔ 1. User Role
2. Default Phone
3. User ACD Skills
4. User Queues
5. User Profile
When creating a group, can Genesys Cloud first add a Manager
or Supervisor and then include everyone reporting to him or her? -
✔ ✔ Yes and you can set the type of group to either Official or
Social and assign a telephone number to the group
What are the visibility options for groups? - ✔ ✔ Public, Users
Only, or Owners Only
