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| Topic |
Details |
| Topic 1 |
- Overview of Users, Conversation, and Notification APIs: This section of the exam measures the skills of a Developer and introduces APIs related to users, conversations, and notifications. It explains how developers can retrieve and manage user data, handle conversation details, and set up real-time notifications through API services.
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| Topic 2 |
- Understand Genesys Cloud CX Architect, Scripting, QM, and WFM: This section of the exam measures the skills of a Developer and explains the basics of Architect for building call flows, the use of scripting to guide agents, and the core functions of Quality Management (QM) and Workforce Management (WFM) to optimize operations. Students will understand how these tools are configured and integrated into Genesys Cloud CX.
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| Topic 3 |
- Configure the features of Genesys Cloud CX Collaborate and Communicate: This section of the exam measures the skills of a System Administrator and covers the setup and management of collaboration tools and internal communication features within Genesys Cloud CX. It explains how to configure chat, messaging, and workspaces for teams to work effectively inside the platform.
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| Topic 4 |
- Understand API utilization: This section of the exam measures the skills of a Developer and covers general best practices for using Genesys Cloud CX APIs. It explains how to optimize API usage, stay within platform limits, and create efficient integrations that leverage Genesys Cloud capabilities effectively.
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Genesys Cloud CX: Developer Certification Sample Questions (Q51-Q56):
NEW QUESTION # 51
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
- A. Knowledge levels
- B. Index Ratings
- C. Languages
- D. Medians
- E. Skills
Answer: C
Explanation:
Genesys Cloud CX uses attributes like agent language proficiency and defined skills (e.g., product knowledge, technical expertise) to route interactions to the most qualified agent, ensuring better customer service outcomes.
NEW QUESTION # 52
Your contact center wants to track the outcome of calls and chats.
What can be configured within Genesys Cloud CX to provide this functionality?
- A. Status
- B. Account Codes
- C. Wrap-up Codes
- D. Resolution Codes
Answer: C
Explanation:
Wrap-up Codes in Genesys Cloud CX are used by agents to categorize the outcome of calls and chats after an interaction ends, enabling detailed tracking and reporting of customer interactions.
NEW QUESTION # 53
The _______________ perspective is a ledger-type event stream over some time interval with time stamps for every event that occurred during the period.
- A. Detail Records
- B. Aggregate Metrics
- C. Aggregate Records
- D. Instantaneous Observation
Answer: A
Explanation:
The Detail Records perspective in Genesys Cloud CX represents a ledger-type event stream that includes time- stamped records for every interaction event over a given time interval, offering granular insight into each step of the interaction.
NEW QUESTION # 54
Which of the following statements is NOT true regarding numbering plan?
- A. It is a telecommunication scheme where telephone numbers are assiqned to subscribers and telephony endpoints.
- B. Numbering plan is also known as a dial plan.
- C. Numbering plan can be added or modified based on the organizational requirements
- D. It has to be created manually
Answer: D
Explanation:
This statement is not true. In Genesys Cloud CX, numbering plans (or dial plans) can be created automatically using default settings or manually configured as needed. They are flexible and can be modified based on organizational requirements, but manual creation is not mandatory.
NEW QUESTION # 55
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
- A. AI Chat
- B. Video Chat
- C. Text Chat
- D. Content Management
Answer: A
Explanation:
Genesys Cloud CX Collaborate includes features such as text chat, video chat, and content management, enabling users to communicate and share information effectively. However, AI Chat is not a feature of Collaborate.
NEW QUESTION # 56
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