GCP-GC-ADM

The Genesys Cloud Certified Professional - Genesys Cloud Administrator (GCP-GC-ADM) exam covers the essential knowledge and skills needed to successfully administer a Genesys Cloud environment. Here are the main points covered:

1. Core Genesys Cloud Concepts:

• Understanding the Genesys Cloud Architecture: This covers the various components, such as the Genesys Cloud platform, the Genesys Cloud contact center, and the Genesys Cloud telephony infrastructure.
• Genesys Cloud Features and Functionality: Includes knowledge of key features like routing, reporting, scripting, integrations, omni-channel capabilities, and security.
• Genesys Cloud Terminology and Concepts: Understanding key terminology like "skill," "queue," "flow," "agent," "supervisor," and "reporting."

2. Administration and Configuration:

• Managing Users and Permissions: Creating and managing user accounts, assigning roles and permissions, and understanding user management best practices.
• Configuring and Managing Queues: Understanding queue types and configurations, managing queue membership, and configuring queue behavior.
• Building and Deploying Flows: Using the Genesys Cloud Flow Designer to create, modify, and deploy call flows, IVR flows, and other automated processes.
• Integration with External Systems: Understanding how to integrate Genesys Cloud with other applications and systems, such as CRM, ticketing, and other business tools.
• Scripting and Customization: Using scripting languages (e.g., JavaScript) to customize and extend Genesys Cloud functionality.

3. Monitoring and Troubleshooting:

• Understanding the Genesys Cloud Monitoring System: Knowing how to use the Genesys Cloud reporting and monitoring tools to track performance, identify issues, and troubleshoot problems.
• Troubleshooting Common Issues: Identifying and resolving common issues with routing, calls, agents, and other aspects of the Genesys Cloud environment.
• Log Analysis and Reporting: Leveraging the Genesys Cloud logging system to diagnose and resolve technical problems.

4. Security and Compliance:

• Understanding Genesys Cloud Security Features: Being familiar with security features like authentication, authorization, encryption, and access control.
• Implementing Security Best Practices: Following best practices for securing the Genesys Cloud environment, including password management, access control, and data security.
• Compliance Considerations: Understanding relevant regulations and compliance standards (e.g., HIPAA, GDPR) and how to ensure Genesys Cloud deployments meet these requirements.

5. Deployment and Maintenance:

• Planning and Deploying Genesys Cloud: Understanding the process of deploying Genesys Cloud in a production environment, including provisioning, configuration, and testing.
• Managing Upgrades and Updates: Knowing how to handle Genesys Cloud updates and upgrades, including planning, testing, and implementation.
• Regular Maintenance and Optimization: Understanding best practices for ongoing maintenance and optimization, including monitoring, performance tuning, and capacity planning.

Key Resources for Preparation:

• Genesys Cloud Documentation: https://docs.genesys.com/
• Genesys Cloud Developer Portal: https://developer.genesys.com/
• Genesys Cloud Certification Resources: https://www.genesys.com/company/certification/
• Genesys Cloud Community: https://community.genesys.com/

By mastering these key points and utilizing the available resources, you can effectively prepare for the GCP-GC-ADM exam and demonstrate your proficiency in Genesys Cloud administration.