Genesys Cloud CX: Architect v1.0

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Exam contains 119 questions
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A support team needs to ensure that when a Common Module flow is updated, all flows using it reflect the latest changes.
What must they do?

  • A. Republish any flow that calls the Common Module flow.
  • B. Use version control to track changes in the Common Module flow before republishing.
  • C. Notify all users that the Common Module has been updated to ensure consistency across flows.
  • D. Reset all flow variables after publishing a Common Module update.


Answer : A

Which errors might occur when you import a CSV file into a Genesys Cloud data table? (Choose four.)

  • A. You include duplicate data in the CSV file.
  • B. You use incorrect CRM integration settings.
  • C. You omit required columns from the file.
  • D. You exceed the maximum upload file size.
  • E. You enter the wrong value type in the file.


Answer : ACDE

A contact center wants to route calls based on real-time customer sentiment analysis.
Which feature in Genesys Cloud Architect allows integration with AI-based sentiment scoring?

  • A. Play Audio Action
  • B. Secure Call Flow
  • C. Call Data Action with external AI integration
  • D. Transfer to ACD


Answer : C

When configuring a Salesforce data action in Genesys Cloud, which steps should you take to retrieve and display customer details? (Choose three.)

  • A. Create and configure a variable to store customer input.
  • B. Enable dynamic screen pop functionality in the Architect settings.
  • C. Map customer details such as name and email from Salesforce to Architect variables.
  • D. Use the Append function to combine Salesforce data into a single variable.
  • E. Add a Set Screen Pop action to display the details on the agent’s screen.


Answer : ACE

WebRTC phones in Genesys Cloud allow agents to make and receive calls directly through a supported web browser without the need for physical phone hardware.

  • A. True
  • B. False


Answer : A

You enter a valid phone number in the “Test” section of the Salesforce data action but receive an error.
What is the most likely cause of this issue?

  • A. The customer email field is not mapped.
  • B. The Salesforce integration is inactive.
  • C. The data action request schema is not configured correctly.
  • D. The variable storing the phone number is missing from the script.


Answer : C

You need to integrate Genesys Cloud with Salesforce to retrieve customer details based on a phone number entered by the customer.
What is the first step you should take to enable this integration?

  • A. Add Salesforce credentials manually to Architect flows for authentication.
  • B. Configure a custom JSON-based action in Architect to interact with Salesforce.
  • C. Install the Salesforce Data Actions integration from the “Admin > Integrations” section.
  • D. Use the AWS Lambda integration to retrieve Salesforce data dynamically.


Answer : C

You’ve configured a data action to retrieve customer details from an external CRM, and you want to ensure it works correctly before using it in a flow.
What is the best way to test this integration?

  • A. Create a test flow and use the data action directly.
  • B. Use the Test tab on the data action configuration page to run a test request.
  • C. Run a simulation in Architect to verify the integration.
  • D. Enable verbose logging and monitor live interactions that use the data action.


Answer : B

What steps should you take to configure a Salesforce data action in an inbound flow? (Choose three.)

  • A. Configure Genesys Cloud data actions to call AWS Lambda for Salesforce queries.
  • B. Add a Collect Input action to capture customer data, such as a phone number.
  • C. Create an emergency flow to handle invalid Salesforce responses.
  • D. Map the Salesforce response to Architect variables such as Task.CustomerName.
  • E. Add a Set Screen Pop action to display Salesforce data to the agent.


Answer : BDE

Your organization wants to transfer data collected from a standard call flow into a Secure Call flow for payment processing. How can you achieve this? (Choose two.)

  • A. Use the Set Participant Data action to store the data in an attribute that persists between flows.
  • B. Use the Get Participant Data action to retrieve the stored participant data in the Secure Call flow.
  • C. Store sensitive information in a CRM database and retrieve it in the Secure Call flow.
  • D. Enable protocol capture to track and transfer all input data securely.


Answer : AB

How can you prevent the agent from accessing sensitive data when designing a secure call flow for agent-assisted payment collection?

  • A. Configure a CRM lookup to retrieve billing information securely.
  • B. Use the Invoke Secure Flow option in the agent’s script to transfer the interaction to a Secure Call flow.
  • C. Store payment details in an encrypted variable that the agent can access.
  • D. Using a web service data action without a Secure Call flow.


Answer : B

You are configuring an outbound campaign to remind customers about their dental appointments and allow them to reschedule.
What is the first step in setting up an Outbound Call flow for this purpose?

  • A. Create a custom integration for CRM platforms like Salesforce.
  • B. Enable the appointment confirmation wrap-up code in the campaign.
  • C. Create a new Ground Call flow and select the appropriate contact list and wrap-up code.
  • D. Map a Secure Call flow to handle sensitive customer data.


Answer : C

Which components are essential for configuring an Outbound Call flow to remind customers about their appointments? (Choose three.)

  • A. Integrate Genesys Chat for appointment reminders.
  • B. Use a contact list with customer details for the campaign.
  • C. Integrate a CRM system like Salesforce to retrieve appointment data.
  • D. Create a Secure Call flow to process sensitive customer information.
  • E. Apply a wrap-up code, such as “Appointment Confirmed,” to track call outcomes.


Answer : BCE

Which actions are required to process a payment using a Secure Call flow? (Choose three.)

  • A. Use a Secure Data Action to generate a customer token.
  • B. Store credit card details in a Genesys Cloud variable for future reference.
  • C. Configure a Secure Call flow to collect payment details.
  • D. Use a data action to charge the customer after secure data entry.
  • E. Enable media capture to store a record of the transaction.


Answer : ACD

Your IT team is considering using a third-party chat widget instead of Genesys Cloud’s built-in widgets.
What is one potential limitation they should consider?

  • A. Third-party widgets do not support all Genesys Cloud capabilities, such as Predictive Engagement.
  • B. Third-party widgets require manual agent assignment for each chat session.
  • C. Third-party widgets are not compatible with web messaging.
  • D. Third-party widgets require additional user authentication before every chat session.


Answer : A

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Exam contains 119 questions
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