Genesys-implementation
Genesys Cloud Implementation Quiz
Test your knowledge of Genesys Cloud implementation and contact center licensing with our comprehensive quiz. Designed for both novices and seasoned professionals, this quiz will help you assess your understanding of key concepts and features.
- Covering topics from licensing options to architecture
- Multiple choice and checkbox questions
- Improve your skills and knowledge in the contact center domain
Which architectural approach is used to develop a single application as a suite of small services?
Monolithic architcture
Microservices architecture
Genesys cloud salesforce architecture
Single core architecture
How many types of Genesys Cloud contact center licenses are available?
5
2
3
4
Which license type offers features for organizations that require multi-channel-based support, including social media and workforce management in their contact center?
Genesys cloud 1
Genesys cloud 2
Genesys cloud 3
Genesys cloud 4
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?
Public interface services
Core services
Communication services
Application services
Which user role is required to perform the deployment and installation of the Genesys Cloud organization?
Supervisor
Admin
Employee
User
Instant messaging costs are significantly less than long-distance phone conversations
True
False
Which of the following operating systems are supported by Genesys Cloud mobile applications? Choose 2 answers
Blackberry OS
IOS
Windows 10 Mobile
EOS
Android
Where can you search for people in your organization and add external contacts to the organization?
Documents
Activity
Directory
Location
Profiles can contain various types of information about people in the organization. Why is it essential to have employees complete their profile information?
Searches performed in the Genesys Cloud suite use information in the profile to return appropriate results
The education information can be verified against the human resources database
The profile information can be used to keep LinkedIn details updated
When employees have free time, they can review biographies of their peers
You want to upload a checklist to Genesys Cloud so that all the Adventure Specialists can use it to prepare for a new adventure. Which menu item would you click to start the upload process?
Activity
Chat icon
Documents
Admin
What is the maximum file size that a user can upload into Genesys Cloud Documents?
10 MB
100 MB
2 GB
No Limit
You can select multiple files to upload into a workspace in the documents feature
True
False
Will the user's default language get updated if you update the default language of the contact center?
Yes
No
What should you do when a user leaves your organization to maintain high levels of security in the Genesys Cloud product suite?
Reset the user's password
Rename the user account
Set the user to Inactive for 30 days, then delete the user account
Create a role for former users and add the user to that role
In which section of Organization Settings do you disable the Chat File Upload feature?
Global Settings
Security & Compliance
Telephony
Chat
Which feature is used to share a document sized 1 GB through chat?
Attach button
Workspace shareable link
Drag and Drop
Add web links
Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud is not synchronized with the HR systems. What steps should you take to update her reporting structure in Genesys Cloud?
Do nothing. Genesys Cloud will update everything automatically.
Update her manager in her profile. Genesys Cloud will automatically update her place in the hierarchy
Update her peers. Genesys Cloud will then update her manager automatically
Update her manager and her peers in her profile
You have just added a new document to Genesys Cloud so that everyone within the organization can access it when needed. What must you do to ensure that users can find the document when they want to access it?
Add meaningful tags to the document
Add a priority of "High" to this document
Make sure you name the document in a way that it is easy to search for
Number the documents in such a way that this one appears at the top of the list
Genesys Outdoor Adventures has juts opened a new office in Kauai, Hawaii. Which setting would you click to add information about the new office?
Workspaces
Locations
Bridge
Organization Settings
How do you represent your organization when you contact the Genesys Cloud support team?
Organization ID
Company Name
Agent Name
ID
You just added 53 employees to Genesys Cloud. John Camper emailed you to say that everyone around him received an invitation email to Genesys Cloud, but he didn't. You want John to use the features and functions of Genesys Cloud. Select the correct option to provide access to John
Resend the invite
Add John to Genesys Cloud again so that a new invitation will be generated
Submit a ticket to Genesys Cloud support
Tell John to be patient and wait for the email to arrive
All of the following are components of the Communicate Architecture Fundamentals hierarchy, EXCEPT
Organization
Gateway
Sites
Edge Groups
Edge
Which one of the following Genesys Cloud configuration options provides a way to ensure that phones of a specific make and model are all deployed with the same settings?
Managed IP phones
IP phone templates
Base settings
Default station configuration
When creating an external trunk, which of the following protocol(s) can be selected? Choose 3 answers:
The default protocol
TCP
TLS
SIP
UDP
WebRTC phones require all the hardware and software to be priorly installed
True
False
What is Genesys Cloud Voice?
A third-party service that provides external Phone Trunks
A help bot that is available within Genesys Cloud chat
Another name for Genesys Cloud
An Internet-based telephony service that can be purchased and activated for use with Genesys Cloud
What type of trunk would you configure to connect to AudioCodes phones?
WebRTC phone trunk
Phone trunk
External trunk
Network interface trunk
Select the reasons behind a user not receiving calls through their assigned DID number or extension. Choose 2 answers:
The DID number and extension are not listed in the DID or extension pools
The DID number and extensions are considered the same numbers and entered into the same phone
The user does not have the proper license type, roles, and permissions
The DID number and the extension do not have the same last 4 digits
SIP Access Control can apply to both Inbound and Outbound calls
True
False
You can add more than one outbound route to the contact center
True
False
Where can you add the preconfigured settings of the phones?
Admin > Telephony > Phone Management > Calls
Admin > Telephony > Phone Management > Phones
Admin > Telephony > Phone Management > Base Settings
At Genesys Outdoor Adventures, they want to allow people at each location to have a chat room with all other people at that location. Which one of the following configurations provides this functionality?
An organization containing everyone at that location
A group containing everyone at the location
A location containing everyone at that location
A role containing everyone at the location
To assign extensions to users, you must first
Create a pool of extensions
Buy the extension number from the carrier
Add the extension to the dial plan
Assign the extension to the user's phone
You must define the phone configuration in Genesys Cloud to associate with a physical phone. What binds the phone's settings in Genesys Cloud to a physical phone?
The phone model
The base settings
The phone name
The hardware ID (MAC address)
What are the ways that you can place a call through Genesys Cloud? Choose 2 answers
Use the built-in Dialpad
Use the Inbox menu
Use the Call History
Use the .NET client
Which edge type supports up to 75 concurrent calls with opus recording enabled?
Genesys Cloud Edge Mini
Genesys Cloud Edge Standard V3
Genesys Cloud Virtual Edge
Genesys Cloud Edge Micro
Which of the following features is unavailable if you are a PCI-compliant Genesys Cloud organization and have the PCI DSS setting enabled?
Calling Address
Protocol Capture
Media Capture
SIP Access Level
You must work closely with _____ before completing configurations for external SIP trunks
Genesys
The Resource Center
Your carrier
Your designated contact
You are preparing to deploy Genesys Cloud and need to order the trunks. Where can you find guidelines on PSTN carrier requirements?
By asking your carrier what you would need
On the PSTN carrier's website
There are no options. Just get a trunk line installed
In the Genesys Cloud Resource Center
Which of the following Edge feature contains the built-in remote survivability mode?
SIP gateway
Call broker
SIP proxy
Disaster recovery
Which of the following statements are true regarding the Genesys Cloud Edge appliance? Choose 3 answers:
It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud, and third-party systems.
It provides core telephony services
It provides for the integration of Active Directory, SharePoint, and other third-party data.
It manages the PureCloud platform services
It operates as a provisioning server, media server, SIP proxy, and SIP gateway
What additional functionality does Communicate bring to Genesys Cloud?
Knowledge base features, such as FAQs and communities
Unified communication features, such as telephony, unified messaging, voice conferencing, and auto-attendant
Call center features such as ACD and scripting
Directory capabilities, such as advanced search, profiles, and keyword searching
Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?
Availability
SIP Access Control
Outbound
Calling
Choose the types of Phone Trunks available in Genesys Cloud. Choose 2 answers:
Gateway
SIP
Outbound Proxy
WebRTC
Your company has just acquired a new building, and you have to add a new location in Genesys Cloud. What are the prerequisites before you can add the new location in Genesys Cloud? Choose 2 answers:
You must know what groups to create for the new location
You must have images of all the users located at the new location
You must collect general information that you want to be displayed for each location, such as building address, number of floors, location contact information, location images, and floor plan images.
You must have the basic profile data for the users at the new location
You must have Admin rights for Genesys Cloud
If you want all your Edges in an Edge group to use the same WebRTC Phone Trunk, where should you configure that?
In the Edges configuration Network Interfaces tab, select "Use the following trunks under the Phone Trunks section"
In the Edges configuration Network Interfaces tab, select "Use the following trunks under the External Trunks section"
In the Edge Groups configuration Network Interfaces tab, select "Inherit from Edge Group under the Phone Trunks section"
In the Edges configuration Network Interfaces tab, under the Phone Trunks section, select "Inherit from Edge Group" and then select "WebRTC phone trunk for the respective Edge Group"
Which protocol is used for transporting Digitized Audio?
UDP
TCP
RTP
SIP
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT
Create a Site
Assign the Edge to a Site
Configure a trunk
Create an Edge Group
Associate the network interface
Authenticate the Edge
Configure the Edge Connectors
What are the two methods to create a conference call in Genesys Cloud?
With multiple active calls, click and drag an unselected call onto the previously selected call details
Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference
Click the Conference button in Genesys Cloud's directory then enter the names or phone numbers of the attendees
Have all the attendees call you. When all calls are active, click the Start Conference button
What type of trunk would you create to connect to an AudioCodes Media gateway?
External trunk
Network interface trunk
WebRTC phone trunk
SIP phone trunk
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