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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:

1. Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
(True/False)
Response:

A) False
B) True

2. Which of the following best describes the core purpose of Genesys Predictive Engagement (GPE)?
Response:

A) Automating outbound call flows
B) Automatically adjusting billing cycles for digital campaigns
C) Forecasting agent schedules
D) Proactively engaging website visitors to influence outcomes

3. Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:

A) Archive the queue data
B) Disable AI for future calls
C) Notify supervisors of routing change
D) Enable GPR from the queue config

4. Which two types of engagements can action maps initiate?
(Choose two)
Response:

A) Web chat
B) Content offer
C) Agent voicemail
D) Email routing

5. Which of the following is an example of a supported customer journey channel in Predictive Engagement?
Response:

A) PSTN call routing
B) Direct FTP engagement
C) Email-to-Fax
D) Web chat via Messenger

Solutions: