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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Topic 2: Data, Analytics, and Governance | - Reporting and optimization
|
| Topic 3: Conversational AI and Automation | - Bot and virtual agent integration
|
| Topic 4: Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
| Topic 5: Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| Topic 6: AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Which two types of content can be delivered through content offers in action maps?
(Choose two)
Response:
- A. Pop-up coupons
- B. Promotional banners
- C. Agent voicemail recordings
- D. Predictive outcome scores
Correct Answer: A,B 🗳️
What is one use case for using multiple action maps on a website?
Response:
- A. Limiting workforce management access
- B. Supporting different user journeys and outcomes
- C. Routing inbound emails
- D. Managing IVR prompts
Correct Answer: B 🗳️
Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:
- A. Predefined agent priorities
- B. Predictive models trained on historical data
- C. Randomized agent rotations
- D. Real-time IVR keyword detection
Correct Answer: B 🗳️
Which two best practices apply when managing multiple action maps?
(Choose two)
Response:
- A. Set clear priority rankings
- B. Add routing script overrides
- C. Avoid overlapping targeting rules
- D. Assign all to the same segment
Correct Answer: A,C 🗳️
When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
Response:
- A. Historical customer satisfaction scores
- B. A routing method selection
- C. Segment membership rules
- D. At least one outbound campaign
Correct Answer: B 🗳️
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