GCP-GC-ADM Free Practice Test

What additional functionality will your business have by setting up and using ACD Messaging in your contact center?

1. A. The ability to receive and route specific tweets to agents so that they can respond to those tweets
2. B. The ability to create and manage a Facebook page
3. C. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
4. D. The ability for customers to access their accounts via social media channels

Correct Answer: D

Policies automate repetitive quality management tasks. What items could be defined as policies? (Choose three.)

1. A. Update the Do Not Call list with records that have the appropriate wrap-up code
2. B. Determine how many evaluations per hour to assign to a quality evaluator
3. C. Set up a schedule to run a daily report
4. D. Automatically assign an evaluation for all calls over 5 minutes
5. E. Determine how long to retain recordings and whether to archive or delete them

Correct Answer: CDE
Reference:
https://help.mypurecloud.com/articles/about-quality-policies/

Put the steps below in the correct order to successfully complete the Calibration process:
* 1.Evaluate the interactions
* 2.Discuss the calibration results
* 3.Record interactions based on Policies
* 4.Take action on calibration results
* 5.Select and assign interactions for calibration

1. A. 3, 5, 4, 2, 1
2. B. 3, 5, 1, 4, 2
3. C. 3, 5, 1, 2, 4
4. D. 3, 4, 5, 2, 1

Correct Answer: C
Reference: https://help.mypurecloud.com/articles/calibration-overview/