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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. __________ identify visitors based on characteristics like location, browser, device type, etc.
Response:

A) Visitor attributes
B) Visitor journey attributes
C) Campaign attributes
D) Custom attributes

3. Which of the following is NOT a valid action in a GPE Action Map?
Response:

A) Initiate a web chat
B) Trigger a webhook
C) Launch a voice IVR
D) Display a content offer

4. How are past visitor interactions shown in the Journey Timeline?
Response:

A) As agent performance scores
B) As log files
C) As node-based flowcharts
D) As event bubbles with timestamps

5. What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

A) Manual configuration of skill priorities
B) Excessive use of AI models
C) Random agent assignment
D) Inability to scale across digital channels

Solutions: