GCP-GC-ARC sample questions

Question 1

A manager wants to see how many calls are abandoned at each specific menu in a complex IVR flow to identify points of customer frustration. Which Genesys Cloud feature is best suited for this type of analysis?

Accepted Answer

Flow Outcomes View

Answer

Agent Performance Reports

Answer

Call Trace Logs

Answer

Queue Performance Reports

Question 2

True or False: A `Call Data Action` can only be used to retrieve (read) data from an external system; a separate type of action is required to write data back.

Accepted Answer

False

Answer

True

Question 3

Case Study:

A global logistics company, 'ShipFast', uses Genesys Cloud for its customer service hotline. They have a central inbound number that receives calls from multiple time zones. The company operates support centers in New York (EST), London (GMT), and Tokyo (JST). The primary requirement is to route incoming calls to the support center that is currently open based on its local business hours (9:00 AM to 5:00 PM, Monday-Friday).

If a call arrives when all three centers are closed, it should be routed to an after-hours voicemail flow. The architect has created three separate Open schedules, one for each support center, with the correct local time zones configured. The architect must now design the logic that correctly routes the call.

Which approach represents the most effective and maintainable design in Architect to meet these requirements?

Accepted Answer

In the inbound flow, use a series of three 'Evaluate Schedule' actions, one for each location (NY, London, Tokyo). Use 'Decision' actions after each evaluation. If the NY schedule is open, transfer to the NY queue. If not, evaluate the London schedule, and so on. If all three fail, transfer to the voicemail flow.

Answer

Create a single Schedule Group. Place all three Open schedules (New York, London, Tokyo) into this group. In the inbound flow, use a single 'Find Schedule' action. The action will automatically select the currently active schedule and the call can be routed based on its output.

Answer

Configure three separate DID numbers, one for each region. Assign each DID to a different inbound flow that contains only the schedule for that region. Rely on the customer to call the correct regional number.

Answer

Use a 'Call Data Action' to query an external World Clock API to get the current time in all three locations. Use a complex expression to determine which center is open and then transfer the call. If the API fails, transfer to voicemail.

Question 4

When a call flow is being designed, which component from the Architect toolbox would you use to offer a caller a list of choices, such as 'Press 1 for Sales, Press 2 for Support'?

Accepted Answer

Menu

Answer

Switch

Answer

Task

Answer

Decision

Question 5

The following Mermaid diagram shows a simplified decision process in a call flow. Based on the diagram, which Architect component and configuration would be used to implement the 'Check Caller Type' step?

flowchart TD A[Inbound Call] --> B{Check Caller Type}; B -->|VIP| C[Transfer to VIP Queue]; B -->|Standard| D[Transfer to Standard Queue];

Accepted Answer

A 'Decision' action with the expression `Flow.callerType == "VIP"`.

Answer

A 'Transfer to ACD' action with a conditional queue expression.

Answer

A 'Menu' action with options for VIP and Standard.

Answer

A 'Get User Input' action configured to ask for caller type.

Question 6

A financial services company is designing a secure call flow for credit card payments. A critical requirement is that the agent must remain on the line to assist the customer, but must not hear or see the DTMF tones or spoken card numbers. Which Architect action is specifically designed to handle this PCI DSS compliance requirement?

Accepted Answer

Collect Secure Payment

Answer

Collect Input

Answer

Transfer to ACD with secure data

Answer

Secure IVR

Question 7

An architect has configured a Schedule Group for a support line. The group contains an Open schedule, a Closed schedule, and a Holiday schedule. An emergency situation arises, and the architect activates the emergency group, but no specific Emergency flow has been created or assigned. According to Genesys Cloud's default behavior, which flow will be executed for incoming calls?

Accepted Answer

The Open schedule flow

Answer

The Holiday schedule flow

Answer

The call will be disconnected

Answer

The Closed schedule flow

Question 8

A developer is building a call flow that needs to perform two distinct external lookups: first, to a legacy on-premises SQL database to get an account number, and second, to Salesforce to retrieve contact details using that account number. Which TWO Genesys Cloud Data Action types must be configured to achieve this? (Select TWO)

Accepted Answer

Salesforce Data Action

Accepted Answer

Genesys Cloud Data Action

Answer

Secure Data Action

Answer

Web Services Data Dip Connector

Answer

Set Participant Data Action

Question 9

Case Study:

A large healthcare provider, 'MediCare Plus', is overhauling its patient contact center using Genesys Cloud Architect. They have several key requirements for their main inbound call flow. First, the system must greet callers and offer services in both English and Spanish, determined by caller selection. Second, after language selection, the IVR must prompt for the patient's Date of Birth (DOB) and Member ID. This information must be used to query their internal patient records system via a REST API to verify the patient's identity and retrieve their primary care physician's name.

Once verified, the call should be routed to a specific queue associated with that physician's office. If the patient's information cannot be verified after two attempts, the call must be transferred to a general 'Patient Support' queue. The entire flow must be designed for easy maintenance by junior admins, and all patient data collected in the IVR must be available to the agent in their script upon call arrival.

Which proposed solution best meets all the requirements of MediCare Plus?

Accepted Answer

Create a single Inbound Call Flow. Use a 'Play Audio' action to offer a language choice. Use a 'Call Data Action' to query the patient records system. Store the retrieved physician name in a flow variable. Use a 'Switch' action based on the physician name to route to the correct queue. If verification fails, use the 'Failure' path of the Data Action to transfer to the 'Patient Support' queue. Use 'Set Participant Data' to pass the collected data to the agent script.

Answer

Create an In-Queue Call Flow to handle language selection and data collection. Use a 'Get Participant Data' action to query the API. If successful, use a 'Transfer to Flow' action to send the call to the correct physician's queue flow. If it fails, transfer to the general support queue. Data is automatically passed to the agent.

Answer

Create two separate Inbound Call Flows, one for English and one for Spanish. Use a 'Call Data Action' in each to query the patient records system. Hardcode the queue transfers in each flow. If verification fails, disconnect the call. Use 'Set UUI Data' to pass information to the agent script.

Answer

Create a single Inbound Call Flow. Use the 'Set Language' skill to determine the caller's language. Use a 'Salesforce Data Action' to query the patient system. Store the results in a task variable. Use an 'If' expression to check for verification success and route accordingly. Use a 'Create Callback' action to pass data to the agent.

Question 10

True or False: In Genesys Cloud Architect, a single 'Prompt' resource can be configured with multiple audio files and/or TTS messages, each associated with a different language.

Accepted Answer

True

Answer

False

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