Genesys GCX-ARC Certification Exam Sample Questions

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Genesys GCX-ARC Sample Questions:

01. Reservation agents at a hotel take a card guarantee during recorded calls, and guests currently read the card number aloud to the agent. The new requirement is that neither the recording nor the agent captures the card number, and the guest must be back with the same agent afterwards to finish the booking.
Which design best meets the requirement?
a) Send the guest to an agent-initiated secure call flow
b) Have the agent start a secure pause in the script while the guest reads the number, then end it
c) Route the guest to an IVR-only secure flow
d) Turn off call recording for these calls
 
02. Early in a call flow, a Set UUI Data action set to For Transfers supplies a customer reference that every transfer should carry. On one menu branch, however, the call is transferred to an external partner that must receive no UUI data at all. All other branches still need the reference.
How should the designer handle the partner branch?
a) Pass NOT_SET as the Invocation Data on the transfer to the external partner
b) Remove the earlier Set UUI Data action
c) Add another Set UUI Data for transfers on that branch, supplying NOT_SET
d) Add a Set UUI Data for disconnects on that branch, supplying an empty string
 
03. Agents at a mobile phone carrier send customers into an agent-initiated secure call flow to take a payment, and every path in that flow ends with Return to Agent. Workforce managers notice these agents receive no new calls until the customer comes back. Operations now wants each agent freed for the next call as soon as the customer enters the secure flow.
What should the flow designer change?
a) Shorten the Transfer to Secure Flow connect timeout
b) End each path with a Transfer or Disconnect action instead
c) Mark the secure flow's variables Content is secure, which releases the agent once the customer starts keying card or account data
d) Put the agent on hold first
 
04. An inbound call flow uses a Transfer to Number action to send after-hours callers to an external answering service. The flow designer is entering the service's telephone number in the action's Number field.
Which number format does Genesys recommend for this field?
a) National format with the area code, written as (617) 555-1212
b) Local digits only, 555-1212
c) Digits after an outside-line prefix, such as 9-617-555-1212
d) E.164 format, such as +16175551212
 
05. Flow authors sometimes go off shift with inbound call flows still checked out to them. The contact center manager wants the team lead to be able to remove a lock that another user holds.
Which permission should the team lead's role include?
a) Architect > Flow > Edit, covering locks and check-in
b) Architect > Flow > Publish, which publishes and unpublishes flow versions
c) Architect > Flow > Unlock, for locks other users hold
d) Architect > UI > View, for access to Architect
 
06. A dental clinic network wants callers waiting in its appointments queue to hear their estimated wait time as a range, for example "Your estimated wait time is two to four minutes," rather than as a single figure. The designer adds a Play Estimated Wait Time action to the task in the in-queue call flow.
Which Playback Mode meets this requirement?
a) Approximate
b) Padded, with a Padding Interval
c) Precise
d) Less Than, with a Specific Round Up Interval
 
07. Two users report that an inbound call flow opens in read-only mode for them, with no way to edit it. Other authors have edited the same flow on other days, and the administrator wants to know what to check first.
Which two conditions make a flow open in read-only mode?
(Choose two.)
a) Their role holds Architect > Flow > View and no Edit permission
b) The flow has never been published since it was first created by the team
c) Another user currently holds the lock
d) Neither user's role includes the Architect > Flow > Publish permission at all
e) The flow was imported from another organization
 
08. Hotel reservation agents send guests into an agent-initiated secure call flow to pay a booking deposit. When the guest comes back to the agent, the agent's script must display the payment confirmation number that the secure flow received from the payment data action.
How should the designer get the confirmation number to the agent?
a) Put it in the Invocation Data field
b) Mark its variable Output from flow
c) Keep it in a variable and end the path with Return to Agent\
d) Save it in a secure variable, which the agent's script reads and displays once the guest is reconnected
 
09. During a recorded call, an agent uses a script action to send the caller into an agent-initiated secure call flow so the caller can key in a card number.
What does the agent hear while the caller is in the secure flow?
a) Silence until the secure session ends
b) The secure flow's prompts, with the caller's keypad entries masked
c) Hold music from the queue
d) Beeps for each digit
 
10. In an in-queue call flow, a flow designer configures a Hold Music action so that its prompt plays one time and the flow then continues to the next action in the path, a Play Audio action that announces the online support site.
Which Hold Music setting should the designer choose?
a) Play for duration with a short Duration
b) Duration field left unchanged
c) Hold Music field set to Flow.HoldPrompt
d) Play prompt

Answers:

Question: 01
Answer: a		 Question: 02
Answer: c		 Question: 03
Answer: b		 Question: 04
Answer: d		 Question: 05
Answer: c
Question: 06
Answer: b		 Question: 07
Answer: a, c		 Question: 08
Answer: c		 Question: 09
Answer: a		 Question: 10
Answer: d

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