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Genesys Cloud Implementation Questions with Answers
(100% Correct Answers)
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
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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.
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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.
What are the advantages of unified collaboration within a large
organization? Answer: 1. Instant communication with the coworkers
enables you to accomplish complex tasks in a short time. Therefore, the
productivity and performance of the organization is enhanced.
© 2025 All rights reserved
Genesys Cloud Implementation Questions with Answers
(100% Correct Answers)
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
© 2025 All rights reserved
,2
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.
© 2025 All rights reserved
, 3
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.
What are the advantages of unified collaboration within a large
organization? Answer: 1. Instant communication with the coworkers
enables you to accomplish complex tasks in a short time. Therefore, the
productivity and performance of the organization is enhanced.
© 2025 All rights reserved
