GE0-703

The Genesys Cloud Certified Professional - Sales exam (GE0-703) focuses on demonstrating your knowledge and skills in using Genesys Cloud to manage and optimize sales processes. The main points covered generally fall under these categories:

• Genesys Cloud Architecture and Functionality: A foundational understanding of the Genesys Cloud platform, its components, and how they interact is crucial. This includes understanding routing, call flows, reporting, and APIs.

• Sales Process Optimization within Genesys Cloud: This is a core area. You'll need to know how to configure Genesys Cloud to support effective sales workflows, including aspects like:

  • Inbound and outbound dialing: Understanding different dialing strategies and their effectiveness.
  • Contact management: Efficiently managing customer interactions and data within the platform.
  • Reporting and analytics: Using data to track key sales metrics and identify areas for improvement.
  • Integration with CRM systems: Connecting Genesys Cloud with other sales tools for a streamlined workflow.
  • Skills-based routing: Directing calls to the most appropriate agents based on their skills and expertise.
  • Queue management: Optimizing call queues to minimize wait times and improve customer satisfaction.

• Sales Performance Management: This section tests your ability to analyze sales data and identify areas for improved efficiency and customer satisfaction. You'll need to be familiar with:

  • Key performance indicators (KPIs): Understanding and tracking relevant sales metrics.
  • Reporting and dashboards: Creating and interpreting reports to monitor performance.
  • Forecasting and planning: Using data to predict future sales trends.

• Security and Compliance: While not the main focus, you'll need a basic understanding of security best practices and compliance regulations relevant to using Genesys Cloud in a sales context.

In short: The exam tests your practical ability to use Genesys Cloud to build, manage, and optimize sales processes, leveraging its features to improve efficiency, agent performance, and customer experience. It's less about abstract theory and more about applying your knowledge in a real-world scenario. Make sure to focus on hands-on experience and practical application of the platform's features.