Genesys Cloud Implementation
2025/2026 Exam Questions with 100%
Correct Answers | Latest Update
What are the features of the Contact Center? - 🧠 ANSWER ✔✔1.
Automated Call Distribution (ACD)
2. Real-time and historical reports
3. Options to integrate Customer Relationship Management (CRM)
software like Salesforce or Zendesk, or generally to HTTP REST services
4. Supervising tools for Quality Management and Workforce Management
Who uses the collaborate feature? - 🧠 ANSWER ✔✔Every member of the
organization, regardless of their role, uses the Collaborate features. Those
requiring telephony services use the Communicate features.
,What roles have contact center communications responsibilities? - 🧠
ANSWER ✔✔1. Contact Center Agents
2. Supervisors
3. Telephony Administrators
4. Super Administrators
What is the difference between a Collaborate and Communicate License? -
🧠 ANSWER ✔✔Collaborate license is free for users and Communicate
requires a license to run.
What are the three license types available? - 🧠 ANSWER ✔✔The
requirements of the organization determine which license best meets their
needs:
Genesys Cloud 1: Genesys Cloud 1 offers features for organizations that
require basic voice-based support in their contact center.
, Genesys Cloud 2: Genesys Cloud 2 offers features for organizations that
require multichannel-based (excluding social media) support in their
contact center.
Genesys Cloud 3: Genesys Cloud 3 offers features for organizations that
require multichannel-based including social media along with Workforce
Management in their contact center.
What is a named license? - 🧠 ANSWER ✔✔A billable named user is
anyone that has logged in to the Genesys Cloud service at least once
during the billing period. The user type billed is the highest level license
they were assigned during the billing period.
What is a Concurrent license? - 🧠 ANSWER ✔✔Concurrent is a license that
can essentially be shared. These licenses are invoiced based on the peak
number of users active on the platform within a billing cycle.
Does Genesys support a mix of named and concurrent license types? - 🧠
ANSWER ✔✔No
Concurrent billing in Genesys Cloud is limited to: - 🧠 ANSWER
✔✔organizations that are contained within a single geographic region.
COPYRIGHT©PROFFKERRYMARTIN 2025/2026. YEAR PUBLISHED 2025. COMPANY REGISTRATION NUMBER: 619652435. TERMS OF USE.
PRIVACY STATEMENT. ALL RIGHTS RESERVED
2025/2026 Exam Questions with 100%
Correct Answers | Latest Update
What are the features of the Contact Center? - 🧠 ANSWER ✔✔1.
Automated Call Distribution (ACD)
2. Real-time and historical reports
3. Options to integrate Customer Relationship Management (CRM)
software like Salesforce or Zendesk, or generally to HTTP REST services
4. Supervising tools for Quality Management and Workforce Management
Who uses the collaborate feature? - 🧠 ANSWER ✔✔Every member of the
organization, regardless of their role, uses the Collaborate features. Those
requiring telephony services use the Communicate features.
,What roles have contact center communications responsibilities? - 🧠
ANSWER ✔✔1. Contact Center Agents
2. Supervisors
3. Telephony Administrators
4. Super Administrators
What is the difference between a Collaborate and Communicate License? -
🧠 ANSWER ✔✔Collaborate license is free for users and Communicate
requires a license to run.
What are the three license types available? - 🧠 ANSWER ✔✔The
requirements of the organization determine which license best meets their
needs:
Genesys Cloud 1: Genesys Cloud 1 offers features for organizations that
require basic voice-based support in their contact center.
, Genesys Cloud 2: Genesys Cloud 2 offers features for organizations that
require multichannel-based (excluding social media) support in their
contact center.
Genesys Cloud 3: Genesys Cloud 3 offers features for organizations that
require multichannel-based including social media along with Workforce
Management in their contact center.
What is a named license? - 🧠 ANSWER ✔✔A billable named user is
anyone that has logged in to the Genesys Cloud service at least once
during the billing period. The user type billed is the highest level license
they were assigned during the billing period.
What is a Concurrent license? - 🧠 ANSWER ✔✔Concurrent is a license that
can essentially be shared. These licenses are invoiced based on the peak
number of users active on the platform within a billing cycle.
Does Genesys support a mix of named and concurrent license types? - 🧠
ANSWER ✔✔No
Concurrent billing in Genesys Cloud is limited to: - 🧠 ANSWER
✔✔organizations that are contained within a single geographic region.
COPYRIGHT©PROFFKERRYMARTIN 2025/2026. YEAR PUBLISHED 2025. COMPANY REGISTRATION NUMBER: 619652435. TERMS OF USE.
PRIVACY STATEMENT. ALL RIGHTS RESERVED
