Online Access Free GCP-GC-ADM Practice Test

If you have not created any additional templates, you will have several template options when creating a new script. What are the template options? (Choose two.)

• A.Default Inbound Script
• B.Sales Script Template
• C.Default Callback Script
• D.Default Outbound Script
• E.Blank Script
• F.Collection Script Template

What does it imply when a campaign does not dial a list of telephone numbers?

• A.They are in the DNC list
• B.The telephone number is wrong
• C.Unable to reach the customer
• D.The call went unanswered

Recording Policies can be configured for what type(s) of contact(s)?

• A.Chat
• B.Email
• C.All of the above
• D.Message
• E.Call

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

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

Which definition matches the After Call Work option Mandatory, Time-boxed?

• A.The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
• B.The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.
• C.The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
• D.The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.