Genesys GEOP-ESV Certification Exam Sample Questions

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Genesys GEOP-ESV Sample Questions:

01. An administrator is preparing the hosts for a new eServices deployment and reads the notes printed above the Connections Table in the deployment guide. Besides the connections listed for each application, the notes describe one connection that every Genesys component running on a host makes.
Which component do all Genesys components on a host connect to?
a) The Local Control Agent on that host
b) The Solution Control Server that manages the whole site
c) The Solution Control Interface
d) A Configuration Server Proxy installed on each of the hosts
 
02. Universal Contact Server runs on an Oracle database whose character set is WE8ISO8859P1, and some characters that customers type are stored corrupted. The DBA proposes changing NLS_CHARACTERSET to WE8MSWIN1252, a superset of the current set. Next quarter the contact center will also serve customers who write in Japanese and Greek.
How should the DBA's proposal be assessed against the UCS administration guidance?
a) It is unsupported for UCS, and only DB2 with UTF-8 is supported
b) It covers Latin and non-Latin text alike
c) It fixes the Latin corruption but not the non-Latin scripts, which need Unicode character sets
d) It is needed only for NCHAR columns, not the main set
 
03. A contact center runs SMS Server in paging mode and is planning outbound text messages to customers' phones. The project team disagrees about which parts of the solution can ask SMS Server to send an individual SMS message to a mobile client.
Which statement about paging mode does the eServices 8.5 Deployment Guide make?
a) Chat Server can, once SMS Server has asked it to open a session
b) Stat Server, UCS or Classification Server can, when an event concerns the contact
c) E-mail Server can, by converting an outbound e-mail reply into a text message
d) An agent, a routing strategy or an application can, by sending SMS Server a request
 
04. Interaction Server submits every interaction that reaches the Claims strategy to one Universal Routing Server, URS_A. The planner adds a second instance, URS_B, so that Interaction Server can balance Claims interactions between the two.
Which two steps does the documentation list for enabling this balancing?
(Choose two.)
a) Activate Claims on both instances by choosing URS_A and URS_B together in the Strategy Activation Wizard
b) A connection from URS_B to Interaction Server
c) A URS_B section holding its own max-submitted-interactions value added to the Annex of the Claims Strategy object
d) agent_reservation set to false on both URS instances
e) A virtual queue per URS
 
05. At a car-insurance claims center, chat and e-mail interactions enter the same interaction queue. A View on that queue must submit every e-mail, plus only those chats whose customer is still connected. The designer's View condition selects interactions whose IsOnline value is 1. Live chats are submitted as intended, but no e-mail is ever submitted.
Which revision of the View meets the requirement?
a) Select IsOnline 0 instead, the value each e-mail and each ended chat carries
b) Select email by MediaType, and chat by MediaType with IsOnline 1
c) Replace IsOnline with a custom property that reads its value out of FlexibleProperties
d) Keep IsOnline 1, and order the View by ReceivedAt
 
06. After a migration, Knowledge Manager starts and the administrator logs in, but the tool shows no categories, standard responses or screening rules. Production is unaffected: strategies still screen e-mail normally and Autoresponse replies render correctly. The Knowledge Manager Application object lists Message Server and Classification Server on its Connections tab.
Which change most likely restores Knowledge Manager?
a) Give Knowledge Manager a connection to Stat Server
b) Connect it to E-mail Server and Chat Server
c) Connect it to Interaction Server and to its Interaction Server DAP
d) Connect it to Universal Contact Server
 
07. In an interaction workflow, the business process Claims follow-up shows a workbin strategy-linked node whose icon carries an up arrow in its lower left area. A junior designer concludes that the workbin was duplicated by mistake and proposes deleting it from the strategy and creating a new workbin that this business process owns.
What is the best assessment?
a) The arrow marks a workbin that has passed its max-workbin-interactions limit and must be emptied
b) The workbin belongs to another business process
c) The arrow marks a copy that IRD made in error and should be deleted
d) The workbin is empty
 
08. When a chat session ends, the workflow sends the customer a transcript of the chat by e-mail on request. To save space, a designer proposes adding a step that deletes the chat interaction from the Universal Contact Server database as soon as the session closes.
Which documented dependency does this proposal break?
a) E-mail Server reads the transcript from the cache in Interaction Server for each session
b) Chat Server must e-mail the transcript before UCS deletes anything
c) The parent interaction must stay in UCS until the transcript is sent
d) UCS Manager pruning must run before a strategy deletes anything
 
09. The Universal Contact Server host can reach Configuration Server only over IPv6, while UCS reaches its database, Message Server and its clients over IPv4. For other servers in this mixed environment the administrator added the transport-ip-version command-line option, did the same for UCS, and UCS still does not handle the mixed connections correctly.
What does the UCS administration page prescribe?
a) Set transport-ip-version on the UCS Application's Options tab instead of on its command line
b) Add -Djava.net.preferIPv6Addresses=true to ContactServerDriver.ini
c) Use UCS Proxy
d) Re-create both UCS DAPs with IPv6 addresses for the database host and port
 
10. An online retailer's compliance policy says a senior agent must approve every e-mail reply before it is sent, and may send a reply back to its agent for revision. The team has created a QA agent group, asked the mail administrators to hold outbound mail on the enterprise mail server, and added an approval category in Knowledge Manager. Replies released by agents still reach customers unreviewed.
Which change puts the review where the eServices architecture places it?
a) Configure E-mail Server to hold every outbound reply until a member of the QA group releases it
b) File each reply under the approval category for the QA group to review in Knowledge Manager
c) Have the workflow route released replies from the Outbound queue to the QA group
d) Store each draft reply in UCS and let the QA group approve it there through UCS Manager

Answers:

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

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