Genesys Certified Professional 8 System Consultant, Genesys Info Mart (GCP8 - CGIM)

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1 Exam Study Guide Genesys Certified Professional 8 System Consultant, Genesys Info Mart (GCP8 - CGIM) Exam Code GE0-805 Product Supported: This exam supports Genesys Info Mart (GIM) software version 8. Candidates using an earlier version of GIM are advised to contact their local Genesys Training Center before registering for this exam. 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 GE0-805: The exam is timed for 100 minutes. GE0-805e: The exam is timed for 120 minutes for non-english speaking candidates Exam Location Exam Price Exam Registration Exam Reschedule Canceling Exam Kryterion online or 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. 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. You will need to contact Genesys Training for a replacement voucher. All voucher numbers are tracked and monitored. GE of 9 Last updated June 2014

2 Eligibility and Target Audience 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 Professional. If you have any questions regarding your eligibility, please contact your local Genesys University training center. The GCP8 System Consultant, Genesys Info Mart (GCP8 CGIM) certification is primarily for consultants, system administrators and approved subcontractors worldwide that assist Genesys partners and customers in planning, installation and configuration of Genesys GIM solutions. This certification validates the candidate's comprehensive understanding of the Genesys Info Mart solution components related to reporting and analytics. A Genesys Certified Professional 8 System Consultant for Genesys Info Mart is recognized as having achieved foundation knowledge in implementation procedures, basic troubleshooting and maintenance of a Genesys Info Mart solution. 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 Info Mart and/or Genesys Reporting and Analytics products, then you may register and take the exam at any time. In either case, Genesys University encourages you to review the materials described in this study guide to help you prepare for the GCP8 CGIM exam. Target Audience System Consultants who perform as system administrators, solution integrators, telephony specialists and any other technical role involved in planning, installation, configuration and maintenance of Genesys Info Mart solutions. Genesys Certification Roadmap for the GCP8 CGIM Exam Genesys Info Mart 8 Deployment (INF8-DPL) 3 Days Certification Preparatory Track Genesys Info Mart 8 Deployment (INF8-DPL) o 3-day training course intended for system administrators, system integrators, technical support specialists, and other technical roles involved in the planning, installation, configuration, and maintenance of Genesys Interaction Concentrator (ICON) and Genesys Info Mart 8. o Genesys Info Mart Deployment covers the purpose, architecture, deployment models, configuration, data flows, and basic usage of Genesys ICON and Genesys Info Mart. Lesson contents are reinforced with learning checks, instructor demonstrations and hands-on lab exercises. GE of 9 Last updated June 2014

3 Course Prerequisites Framework 8 Foundation (FWK8-FND) Framework 8 Deployment (FWK8-DPL) Inbound Voice Routing and Reporting Deployment (IRR8-DPL) Recommended Course Prerequisites Operating Outbound Contact 8: Campaign Configuration and Management (OCC8-OPB) eservices Foundation (ESF) Building Basic Routing Strategies (BRD) Course assumes knowledge of telephony reporting concepts, network design and operation, database design and SQL scripting 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 o Genesys Info Mart Deployment Guide 8.x is especially useful to prepare for this exam 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 Exam Study Topics GCP8 - CGIM Exam Topic Categories The GCP8 - CGIM exam topics are organized into ten topic categories with descriptions of the corresponding knowledge and skillsets that represent the tasks required by a System Consultant when installing, implementing and supporting a Genesys Info Mart solution. These knowledge and skillsets might be obtained from the recommended training courses, Transfer of Information (TOI) presentations, a sales presentation, reading technical documentation or working with GIM8 at a foundation level. 1. Genesys Info Mart Overview Genesys Reporting & Performance Management Genesys Info Mart components and functions Info Mart data base schema The Reporting & Analytics Aggregation model 2. ICON Overview ICON functions and components ICON physical model Preparing the ICON environment Role of ICON in Info Mart ICON alarm thresholds and maintenance What is new in ICON 8 3. ICON Deployment Planning Parameters for ICON database sizing ICON database for Voice and multimedia 4. ICON & Configuration Data ICON installation process for configuration data ICON database schema for Configuration data Install ICON_CFG application, DAP and database GE of 9 Last updated June 2014

4 5. ICON Voice The ICON_Voice installation process for storing Voice interaction data The ICON database schema for Voice interaction data Install ICON_Voice application, DAP and database 6. ICON & Multimedia ICON and Multimedia functionality ICON installation process for multimedia Install ICON_MM, DAP and database 7. Info Mart Installation Planning Info Mart installation considerations for Voice, Multimedia, Outbound, and High Availability Info Mart system requirements Deployment planning steps Info Mart data sources and data source architecture 8. Info Mart Configuration GIM_ETL and Admin GUI DAP configuration Importing the Info Mart application template Update ICON DAPs for GIM ETL Date-time options Creating tenant only views Starting and stopping GIM_ETL 9. Configuring Attached Data Task flow for configuring Attached User Data in Info Mart User data types Creating a customized attached data KVP mapping 10. High Availability Considerations Info Mart HA architecture Info Mart possible failure points Data inconsistencies and HA deployment considerations 11. Info Mart Data Flow, Configurations & Troubleshooting Info Mart Data Flow gim-etl configuration options Logging levels Basic Info Mart Troubleshooting How Do I Know What to Study? The exam includes questions from all the topic areas. Some topics have more questions presented than others. The four (4) topics with the most questions are: ICON Planning ICON Configuration and Installation Info Mart Planning Info Mart Configuration After completing the exam, your printed score report provided by the Test Center or the online exam will contain a breakdown of the items presented to you. GE of 9 Last updated June 2014

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. GE of 9 Last updated June 2014

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. 1. Genesys Info Mart 8 supports high availability (HA) of the following types of reporting data. Choose 4. a. ICON Config detail b. ICON Voice details c. ICON Multimedia details d. ICON Outbound Contact details e. ICON GVP details 2. What are the Info Mart components? Choose three. a. Genesys Info Mart Server b. Genesys Interactive Insights c. Genesys Info Mart Administration Console d. Genesys Info Mart Database e. Genesys Staging Area f. Operational Data Store 3. When creating the ICON database for use with Info Mart there are no additional scripts required beyond those used to initialize a standalone ICON database. True or False 4. Which kind of data can be stored in ICON Databases? Choose four. a. Contact Center Configuration Details b. GVP Details c. Voice Details d. Outbound Details e. Workforce Details f. Multimedia Details 5. Which combinations of ICON topologies for ICON processing Configuration details are supported by Info Mart 8? Choose three a. HA Pair of ICONs and IDBs b. One Icon, One IDB c. Multiple ICONs, One IDB d. Multiple ICONs, Multiple IDBs 6. Which of the following topologies can be used for ICON Voice details? Choose three. a. HA Pair of ICONs and IDBs b. One ICON, One IDB c. Multiple ICONs, One IDB d. Multiple ICONs, Multiple IDBs 7. Which ICON OCS Detail topologies are supported with Info Mart 8? Choose three. a. HA Pair of ICONs and IDBs b. One ICON, One IDB c. Multiple ICONs, One IDB d. Multiple ICONs, Multiple IDBs GE of 9 Last updated June 2014

7 8. Which of the following applications can attach key-value pairs to interactions? Choose four a. Enterprise Routing Solution b. Agent Desktop c. Outbound Contact Solution d. Interactive Voice Response e. StatServer 9. ICON stores Outbound snapshot metrics automatically with no changes to OCS? True or False 10. Which type of DAP is ICON using to write data to IDB? a. JDBC b. Traditional DBServer DAP (non-jdbc) c. either d. both 11. Which of the following is not a valid option for the role configuration option defined for the GIM DAPs? a. INFO_MART b. ICON_CORE c. CCON d. ADMIN_CONSOLE 12. Some data in Info Mart DB may not be complete if default options are used. True or False 13. You can configure an alarm to detect an ETL job failure. True or False 14. The database user account used by Genesys Info Mart ETL to access the Info Mart database must have which of the following account privileges? a. SELECT and INSERT on all tables b. SELECT, INSERT and UPDATE on all tables c. SELECT, INSERT, and DELETE on all tables d. SELECT, INSERT, UPDATE, and DELETE on all tables 15. Which of the following does not need to be considered when sizing the Info Mart database? a. Interaction Volume b. Number and type of stored User Data c. Number of ICON instances d. Number of Agents 16. The value for maintain-start-time must be outside the range of etl-start-time and etl-end-time. True or False 17. What are the possible means for running ETL jobs? Choose three a. Configure the section "schedule" with "option "run-scheduler=true" in Configuration Manager b. Configure the section "schedule" with "option "run-scheduler=true" in Genesys Administrator c. Start "Admin Console" interface in Configuration Manager and run the jobs manually d. Start "Admin Console" interface in Genesys Administrator and run the jobs manually 18. Which Info Mart Job is best described by the following statement: "used to set up your database for Info Mart use." a. JOB_InitializeGIM b. JOB_ExtractICON c. JOB_TransformGIM d. JOB_AggregateGIM e. JOB_MaintainGIM f. JOB_MigrateGIM GE of 9 Last updated June 2014

8 19. Which of the following is not considered an Info Mart fact? a. Hold Duration b. Media_Name c. Handle_Count d. Short_Abandoned_Flag 20. User data or key-value pairs can only be stored in fact tables. True or False 21. The option default-schema is only used when the schema for the Info Mart Database is not dbo or sys. True or False 22. Which type of Info Mart table is used to store information that is required in the transformation process? These tables contain data that have not yet been transformed or cannot be transformed due to incompleteness or inconsistency of source data and other auxiliary data necessary for the ETL process. a. Control Tables b. Merge Tables c. GIDB Tables d. Staging Tables e. Temporary Tables f. Fact and Dimension Tables 23. It is unnecessary to purge ICON as a large ICON database size will not affect performance. True or False 24. If the ICON application starts up normally from SCI but no information is being written to the database, besides ICON logs, which other application logs should you review to identify what is causing the issue? a. Info Mart logs b. Config Server Logs c. DB Server logs d. None of the above 25. If the database that ICON CFG writes to is unavailable, you can add the "cfg" role (on the fly or directly) to the ICON that handles gcc, gud, and gls roles without affecting the Info Mart ETL jobs. True or False GE of 9 Last updated June 2014

9 Answers to Practice Questions 1. correct_answer = "abcd" 2. correct_answer = "acd" 3. correct_answer = "false" 4. correct_answer = "acdf" 5. correct_answer = "abd" 6. correct_answer = "abd" 7. correct_answer = "abd" 8. correct_answer = "abcd" 9. correct_answer = "true" 10. correct_answer = "b" 11. correct_answer = "c" 12. correct_answer = "true" 13. correct_answer = "true" 14. correct_answer = "d" 15. correct_answer = "c" 16. correct_answer = "true" 17. correct_answer = "abc" 18. correct_answer = "a" 19. correct_answer = "b" 20. correct_answer = "false" 21. correct_answer = "false" 22. correct_answer = "d" 23. correct_answer = "false" 24. correct_answer = "c" 25. correct_answer = "false" For more information about Genesys Certification, please contact your local Genesys University training center or click here: GE of 9 Last updated June 2014