Genesys Certified Professional 8 System Consultant, eservices (GCP8 - CESV)

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1 Exam Study Guide Genesys Certified Professional 8 System Consultant, eservices (GCP8 - CESV) Exam Code GE0-810 Product Supported: This exam supports Genesys e-services solution version 8. Type of Exam Multiple choice and multiple select questions Certification Level Professional level Length 80 questions (80 points possible) Passing Score 70% correct (56 points = 70%) Exam Language English-only Timing GE0-810: The exam is timed for 100 minutes. GE0-810e: The exam is timed for 120 minutes for non-english speaking candidates Exam Location Kryterion online with a live proctor or Kryterion exam testing centers worldwide Genesys certification exams can be taken on your own online or scheduled at one of 750 Kryterion test centers worldwide, providing you with two convenient means of getting certified at your own time and location. IMPORTANT: If you are taking the exam online, please download and read the proctored online exam setup and requirements. A standard English keyboard is required. Exam Price Exam Registration Exam Reschedule Canceling Exam Check with Genesys University Training Registration for current price information. Prices may vary depending on country where exam will be delivered. You will need to obtain an exam voucher code which will be used during the payment process. Check if your company has prepaid your exam fees or if your company qualifies for exam discounts. Exam candidates must first contact their local Genesys Training Center before registering for an exam. The Genesys Training Coordinator will collect your exam fees and give you a certification voucher code to use when registering for your exam. You will be asked to log-in or complete a profile for a New User. You may select a date, time and location for your exam. Use the exam voucher number in the field Promotion Code during exam registration. Be sure to check the expiration date of your exam voucher code. If you need to reschedule your exam, please do so no less than 72 hours from the scheduled date and time in your region. Penalty fees will incur for exams rescheduled less than 3 days before the scheduled date and time. You can cancel your scheduled exam however, please keep in mind that the voucher number is for one-time use. You will not be able to use the same voucher number if you schedule an exam after you cancel a prior appointment. GCP8 CESV 1 March 2015

2 Eligibility and Target Audience You will need to contact Genesys Training for a replacement voucher. All voucher numbers are tracked and monitored. The Genesys Certified Professional (GCP) program is open to current Genesys customers, partners and employees only. Passing the exam is only one part of the certification process. Genesys will need to verify that you are eligible for Genesys Certification before we can issue you a certificate and recognize your status as a Genesys certified Engineer or Professional. If you have any questions regarding your eligibility, please contact your local Genesys University training center. The GCP8 System Consultant for eservices (CGP8 CESV) certification is primarily targeted at consultants, system administrators and approved subcontractors worldwide that assist Genesys partners and customers in planning, installation and configuration. This certification validates the candidate's comprehensive understanding of the Genesys eservices 8.1 architecture and deployment practices. A Genesys Certified Professional System Consultant for eservices is recognized as having achieved a foundation of knowledge in implementation procedures, basic troubleshooting and maintenance of Genesys eservices Solutions. Preparing for the Exam Genesys University highly recommends that candidates seeking certification follow the certification preparatory track. The preparatory track, coupled with hands-on experience will increase the probability of passing the exam. You are not required, however, to complete the training courses prior to taking the certification exam. If you feel you have considerable, real-world experience using Genesys eservices Solutions, then you may register and take the exam at any time. In either case, Genesys University encourages you to review the materials in this Study Guide to help you prepare for the GCP8-CESV exam. Genesys Certification Roadmap for the GCP8 -CESV Exam FWK81-FND FWK81.DPL IRR81-DPL ESV81-FND ESV81.DPL The GCP8-CESV certification exam provides a defined path for individuals to take their exam after they complete the ESV81-FND and ESV81-DPL courses. Candidates should check the Genesys University Training web page or contact your local Genesys University office for information on the availability of the recommended training courses. GCP8-CESV 2 March 2015

3 CGP8- CESV Certification Preparatory Track Genesys Certified Professional v8 System Consultant, Inbound Voice (GCP8-CESV) Framework 8 Foundation (FWK 8-FND) 1 day Framework 8 Deployment (FWK 8-DPL) 4 days + 1 week Post Training Lab Inbound Voice Routing and Solution Reporting 8 Deployment (IRR8-DPL) 5 days eservices 8.1 Foundation (ESV81-FND) 2 days eservices 8.1 Deployment (ESV81-DPL) 3 days Note: Selected Genesys University courses are available as an Instructor-led (ILT) or online Virtual Classes (VC). Refer to the Genesys University Master Course List for a description of these the offerings. GCP8-CESV Exam Topics The GCP8-CESV exam topics are organized into four topic categories that represent the tasks required by a System Consultant when installing, implementing and supporting a Genesys eservices 8.1 Solution. The required knowledge and skill sets might be obtained from the ESV8.1-FND, ESV8.1-DPL training courses, Transfer of Information (TOI) presentations, sales presentations, technical documentation or working with eservices 8.1 at a foundation level. The emphasis and number of questions for each topic category varies depending on the tasks typically performed at a foundation-level by a System Consultant, eservices. 1. Solution Overview and General Architecture Demonstrate an understanding of the Genesys eservices 8 architecture and capabilities Identify and define terms used by Genesys to describe eservices v8.1 components and their functions Define key business benefits Understand the role of Media Servers Explain media types Identify major functions of the eservices solution Diagram the architecture and identify the functionality of o Core components o Media interfaces o Data storage o Knowledge management 2. Business and Deployment Planning Demonstrate the ability to plan a Genesys 8.1 eservices Solution. Describe how to assess the needs, goals, and policies of the business. Describe basic technical dependencies that will affect a Genesys eservices 8.1 deployment Licensing Sizing Display knowledge of deployment requirements o JDK, DB Server, CIM Platform, Media-specific prereq s o Best practices for deployment hardware o Multi-tenancy considerations o High-availability considerations o Load balancing o Security considerations o Performance considerations GCP8-CESV 3 March 2015

4 Proxy servers o Routing requirements o Reporting requirements UCS and knowledge management 3. Solution Installation Understand the deployment concepts for the Genesys eservices components: Prerequisite software : o Resource Capacity Wizard o Java environment o Interaction workflow samples Understand options for core eservices components o Interaction Server, Ixn Server, Ixn DAP o Multimedia switching office, multimedia switch o Web API Server o Data Storage o o Chat o Knowledge Management o Web Callback o SMS o Social Messaging 4. Solution Configuration and Operation Demonstrate ability to set options that affect how Genesys eservices components behave and to configure contact center resources used by Genesys such as application and switch objects. Customizing properties Interfacing with Solution Reporting 8 o Demonstrate understanding of configuration to reporting specifications Reference Materials Available Your training course materials are an excellent source of information for exam review. Other Genesys reference materials you can use for exam preparation are available from the Genesys website: Genesys Tech Support Website: o Select Documentation and search by product and major release Genesys Documentation Library CD (good resource for architecture, planning, deployment, and system monitoring) o The Documentation Library CD is distributed in Genesys training classes or from Genesys directly GCP8-CESV 4 March 2015

5 Genesys Certification Registration Step 1: Obtain your exam voucher code by contacting your local Genesys University Training Registration representative. A sample voucher code attached to an confirmation is shown below. Step 2: Visit the Genesys Certification Registration website (beginning September 3, 2013). Create a new profile and register to schedule your exam. Step 3: During checkout, enter the voucher code in the field Promotion Code. GCP8-CESV 5 March 2015

6 PRACTICE QUESTIONS The practice questions below are additional questions that have not been used in the actual exam, but are representative of typical questions that an exam candidate may face. Select one answer that best answers the question or completes the statement. Section 1 : 1. The DAP type used by UCS is JDBC. or? 2. Content Analyzer license is essential to run server. or? 3. Social Messaging Server is not part of the eservices Media Interfaces. or? 4. Chat Server,Interaction Server, SMS Server, UCS and Web API server can be shared across tenants in a multi-tenant configuration. or 5. Hot-standby' high-availability is not supported with eservices, as interaction data which is in use is always stored in a database. or Section 2: 6. For , you can use the same mailbox address for more than one POP client. 7. A Business Processes plots an overall path for interactions. 8. Licensing is required per eservices Agent seat, per media channel and one for the Content Analyzer. 9. Knowledge Manager supports role-based access. Section 3: 10. SMS server supports the following (choose one) A. Receiving an individual SMS message from a mobile client and sending back an agent s response B. Sending an individual SMS message to a mobile client on a Contact Center initiative C. Creating and keeping an interactive conversation between a mobile client and an agent in the form of a conventional chat session D. All of the above GCP8-CESV 6 March 2015

7 11. ESP is the protocol used by Interaction Server to communicate with other servers that perform services, like routing. 12. The only way to Load Balance between multiple ESP servers is to list all of them on the connecting application's connection tab. 13. UCS DAPs requires a connection to DBServer. 14. A new Server endpoint can be implemented in IRD and used without needing to make changes to the Server application object. Section 4: 15. For load balancing to be enabled on Interaction Server, connections must be configured from Interaction Server to each instance of Application Server. or? 16. Standard Responses are configured using Knowledge Manager outside of IRD. or? 17. Standard Interaction Server Proxy, Universal Contact Server Proxy, and SMS Server can be configured within the eservices Configuration Wizards interface. or? 18. Chat Server uses plain HTTP to communicate with session participants like the customer and the agent. or? 19. The option "ics_multi_media_agent_seat = 100" means that a maximum of 100 agents can receive both and chat interactions. or? 20. Web API Server can load balance among multiple instances of chat Server, Server and Callback Server. or? 21. When creating a Business Process, it is necessary to contain everything within one large Business Process. or? GCP8-CESV 7 March 2015

8 Answers to Practice Questions 1. correct_answer = t 2. correct_answer = f 3. correct_answer = f 4. correct_answer = t 5. correct_answer = t 6. correct_answer = f 7. correct_answer = t 8. correct_answer = t 9. correct_answer = t 10. correct_answer = d 11. correct_answer = f 12. correct_answer = f 13. correct_answer = f 14. correct_answer = f 15. correct_answer = t 16. correct_answer = t 17. correct_answer = f 18. correct_answer = f 19. correct_answer = f 20. correct_answer = t 21. correct_answer = f GCP8-CESV 8 March 2015