Genesys GCX-ARC - Genesys Cloud CX: Architect Exam
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Total 119 questions
Question #11 (Topic: Exam A)
Andrew is creating a flow in Genesys Cloud Architect to route customer interactions based on their input. For example, if a customer presses “1,” the system routes the call to Billing; if they press “2,” it routes the call to Technical Support.
Which action should Andrew configure to implement this branching logic effectively?
Which action should Andrew configure to implement this branching logic effectively?
A. Use the Data Table Lookup action to fetch customer account details for routing purposes.
B. Configure a Switch action to evaluate the input and route the task accordingly.
C. Set up a Logical Loop action to cycle through all menu options before deciding the route.
D. Use the Transfer to ACD action to send all interactions directly to a queue without conditional branching.
Answer: B
Question #12 (Topic: Exam A)
Thomas is designing a task sequence in Genesys Cloud Architect that evaluates multiple conditions to determine the next step in the flow. For example, if a customer enters a valid account number, the flow should proceed to account details; if not, it should prompt the customer to re-enter the information.
Which evaluation style should Thomas use to ensure the task follows the correct path?
Which evaluation style should Thomas use to ensure the task follows the correct path?
A. Take path first case that returns True.
B. Take path of first case that matches an expression.
C. Literal evaluation mode.
D. Sequential evaluation mode.
Answer: A
Question #13 (Topic: Exam A)
You are building a task sequence in Genesys Cloud Architect to provide personalized service. During the interaction, you retrieve data from a centralized table – such as customer account details or order history – based on caller input.
Which action should you use to accomplish this?
Which action should you use to accomplish this?
A. Use the Play Audio action to provide the customer with real-time instructions.
B. Configure a Loop action to cycle through multiple possible data points.
C. Perform a Data Table Lookup to fetch the required information.
D. Set up a Transfer action to route the interaction to a relevant queue for data retrieval.
Answer: C
Question #14 (Topic: Exam A)
In an Inbound Call flow, a caller repeatedly enters invalid menu selections. After three failed attempts, you want Architect to route the caller to a predefined menu node.
How should you configure the flow to handle this scenario?
How should you configure the flow to handle this scenario?
A. Set a Handover Prompt for the menu.
B. Configure the Recognition Failure Event.
C. Adjust the Pre-handling audio for errors.
D. Set the menu’s default node to manage repeated invalid input.
Answer: B
Question #15 (Topic: Exam A)
Your contact center has specific working hours, and you need to route calls differently during closed hours and holidays. To achieve this, you configure schedule-based routing in Genesys Cloud.
Which steps should you take to set this up? (Choose three.)
Which steps should you take to set this up? (Choose three.)
A. Create separate schedules for working hours, closed hours, and holidays to manage call routing.
B. Assign the schedule group directly to the default queue for all interactions.
C. Add the created schedules to a schedule group for centralized management.
D. Map the schedules to skill-based routing rules.
E. Link the schedule group to a call route and assign the respective flows.
Answer: ACE
