GCX-GCD Genesys Cloud Cx: Developer Practice Questions
Prepare for GCX-GCD with more than an answer.
- Exam fee
- $580 USD
- Level
- Professional
- Valid for
- 3 years
Domains covered on the exam 3
- Genesys Cloud: Contact Center Administration25%
- Genesys Cloud: Implementation25%
- Genesys Cloud: API50%
- 1
Case Study:
A healthcare provider, 'HealthFirst Clinic', is using Genesys Cloud CX to manage patient communications. They have stringent data privacy requirements under HIPAA and must ensure that access to patient-related information is strictly controlled. They have three main user groups: 'Scheduling Agents' who book appointments, 'Billing Specialists' who handle payments, and 'Clinical Staff' who discuss medical information. Each group works with different sets of call flows, queues, and scripts.
Currently, all users and configuration objects are in the default 'Home' division. This has led to several instances where schedulers accidentally accessed billing queues. The Head of Compliance has mandated a new security model to prevent such unauthorized access. The model must ensure that a user's role (e.g., 'Agent') combined with their business function (e.g., 'Billing') determines their permissions. Administrators for the Billing department should not be able to modify the call flows used by the Clinical Staff.
To meet these new requirements, the Genesys Cloud administrator must restructure the organization's configuration. The solution needs to be scalable as they plan to add a new 'Pharmacy' department next quarter. The primary goal is to enforce the principle of least privilege and provide clear segregation of duties and data.
Which approach best satisfies the requirements of HealthFirst Clinic?
Show answer details
Correct answer: C
This is the most robust and scalable solution. Creating divisions for each department segregates the configuration objects themselves. A user's permissions are then the intersection of their Role (what they can do) and their Division (where they can do it). This perfectly models the requirement, enforces least privilege, prevents cross-departmental access, and is easily scalable for the new Pharmacy department.
- 2
A Genesys Cloud administrator is investigating a report of poor audio quality on calls handled by a specific Edge appliance. They suspect packet loss on the network path. Which of the following is the most direct way to check the real-time health and network metrics of the Edge appliance from within the Genesys Cloud UI?
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Correct answer: C
The Genesys Cloud Admin UI provides a dedicated interface for monitoring Edge health. By navigating to the Edges section under Telephony, selecting the specific appliance, and clicking the 'Metrics' tab, an administrator can view real-time data on CPU usage, memory, network packet loss, and call activity, which is essential for troubleshooting audio quality issues.
- 3
A developer is writing an application that needs to display a list of all available routing skills in the organization. The organization has over 300 skills, so the results will be paginated. The API response for the first page does not contain a
cursor. Which query parameter should be used to request the second page of results?Show answer details
Correct answer: B
While many newer or high-volume Genesys Cloud APIs use cursor-based pagination, some endpoints, like
GET /api/v2/routing/skills, use a more traditional page number and page size method. To get the second page, the developer should include thepageNumber=2query parameter in the request. The absence of acursorin the response is the key indicator for this pagination style. - 4
When creating a new user via the
POST /api/v2/usersendpoint, which property in the request body is mandatory?Show answer details
Correct answer: C
According to the Genesys Cloud Platform API documentation, the
emailaddress is a required field when creating a new user. It serves as the primary unique identifier for the user within the organization and is used for login and notifications. Whilenameis also required,emailis the critical identifier. - 5
A developer needs to integrate a custom CRM with Genesys Cloud to automatically create a new case in the CRM whenever a call is dispositioned with the wrap-up code 'Complaint_Filed'. The solution should be robust and triggered directly by the conversation event. Which combination of Genesys Cloud features is best suited for this integration?
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Correct answer: C
This is the most modern, event-driven, and reliable method. Process Automation triggers can subscribe to specific business events, such as a conversation wrap-up. The trigger can be configured with a filter to only fire when the wrap-up code is 'Complaint_Filed'. The trigger's workflow can then call a pre-configured Data Action that sends the necessary conversation data to the CRM's API. This avoids polling and does not depend on agent UI actions.
- 6
A financial services company is implementing a new Architect flow for its high-value clients. A key requirement is that if the estimated wait time (EWT) for the 'Premium_Support' queue exceeds 180 seconds, the call should be offered an immediate callback. A junior developer has implemented the logic, but testing reveals that the callback option is never triggered, even during peak hours with long wait times. The developer confirms the correct queue ID is being used. What is the most likely cause of this issue?
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Correct answer: B
The 'Transfer to ACD' action is a terminating action that passes control of the interaction to the queue. Any actions placed after it in the same logical path will not be executed. To correctly evaluate the EWT and offer a callback, the 'Get Estimated Wait Time' action and the subsequent decision logic must be placed before the interaction is transferred to the ACD.
- 7
A developer is tasked with creating a script to bulk-update the profile skills for 500 agents based on their recent training completions. The script will iterate through a list of agent IDs and skill updates. To ensure the process is efficient and avoids API rate limiting, which Genesys Cloud API endpoint is the most appropriate for this task?
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Correct answer: C
The
PATCH /api/v2/users/{userId}/routingskills/bulkendpoint is specifically designed to add or remove routing skills in bulk for a single user. While the script still needs to iterate per user, this endpoint allows updating all of a user's skills in a single API call, rather than one call per skill, making it the most efficient choice for updating multiple skills per agent. - 8
A global retailer is setting up their Genesys Cloud organization. They have separate business units for North America, EMEA, and APAC. To ensure data segregation and administrative autonomy, they want to limit administrators in one region from viewing or modifying the queues, users, and Architect flows of other regions. Which Genesys Cloud feature should be used to achieve this segmentation within a single organization?
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Correct answer: B
Divisions are the primary mechanism in Genesys Cloud for partitioning configuration objects (like users, queues, and flows) into logical groups. By assigning objects and permissions to specific divisions, an organization can control visibility and administrative access, effectively creating separate operational units within one Genesys Cloud organization.
- 9
A developer is building an integration that requires real-time notifications for agent status changes (e.g., On Queue, Idle, Interacting). The integration uses a WebSocket connection to subscribe to topics from the Notifications API. Which topic should the developer subscribe to for receiving these agent state change events?
sequenceDiagram participant App as Custom App participant GC as Genesys Cloud API participant WS as WebSocket App->>GC: POST /api/v2/notifications/channels GC-->>App: Returns channelId App->>WS: Open WebSocket with channelId WS-->>App: WebSocket connected App->>GC: POST /api/v2/notifications/channels/{channelId}/subscriptions Note right of App: What topic goes here? GC-->>App: Subscription successful WS-->>App: Notifies on agent status changeShow answer details
Correct answer: C
The
v2.users.{id}.routingStatustopic is used to receive notifications about changes to an agent's routing status. This includes transitions between states like IDLE, INTERACTING, NOT_RESPONDING, and OFF_QUEUE, which is exactly what is required for tracking real-time agent availability. - 10
A contact center administrator is configuring a new BYOC Cloud trunk with a third-party carrier. During testing, they observe that inbound calls are received successfully, but agents cannot make outbound calls. Inbound audio is clear, but outbound calls fail to connect. Which of the following is the most probable cause for this specific issue?
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Correct answer: C
For outbound calls to be processed correctly, an Outbound Route must be configured on the trunk with at least one classification. This tells Genesys Cloud which calls are permitted to use this route. If no classifications are defined or enabled for the Outbound Route, Genesys Cloud will not send any outbound calls over that trunk, leading to the described failure.
