GE0-803

The Genesys Cloud CX Solutions (GE0-803) exam focuses on the Genesys Cloud platform's capabilities and how to design, implement, and manage customer experience solutions within it. The main points cover several key areas:

I. Core Genesys Cloud Concepts:

• Architecture and Components: Understanding the underlying architecture of Genesys Cloud, including its various components (e.g., routing, reporting, analytics, integrations), and how they interact. This includes understanding the differences between on-premises and cloud deployments.
• Deployment Models: Familiarity with different deployment models and their implications (e.g., public cloud, private cloud, hybrid).
• Security: Knowledge of Genesys Cloud's security features and best practices for securing the platform and customer data.

II. Contact Center Solutions:

• Routing and Queuing: Designing and configuring call routing strategies, including skills-based routing, predictive dialing, and various queue management techniques. Understanding service level objectives (SLOs) and their impact on routing.
• Inbound and Outbound Interactions: Managing inbound and outbound communication channels, including voice, email, chat, messaging, and social media. Understanding the workflows and processes involved in each.
• Agent Desktop and Tools: Configuring and using the agent desktop, including call control features, screen pops, and integrations with CRM systems.
• Reporting and Analytics: Using Genesys Cloud's reporting and analytics tools to monitor key performance indicators (KPIs), identify trends, and improve agent performance and customer experience. This includes understanding different reporting types and how to interpret the data.
• Workforce Management (WFM): Basic understanding of workforce management principles and how Genesys Cloud tools support scheduling, forecasting, and adherence.

III. Integration and APIs:

• APIs and Integrations: Understanding the role of APIs in extending the functionality of Genesys Cloud and integrating it with other systems (e.g., CRM, ERP). This includes a basic understanding of REST APIs and how to use them.
• Third-Party Applications: Knowledge of how to integrate third-party applications with Genesys Cloud to enhance its functionality.

IV. Administration and Management:

• User Management: Creating and managing users, roles, and permissions within Genesys Cloud.
• System Configuration: Configuring various aspects of the Genesys Cloud platform, including routing, reporting, and integrations.
• Troubleshooting: Basic troubleshooting skills to identify and resolve common issues within Genesys Cloud.

In summary: The GE0-803 exam tests your ability to design, implement, and manage a comprehensive customer experience solution using the Genesys Cloud platform. It requires a strong understanding of its core components, capabilities, and administration. While deep coding expertise isn't typically required, familiarity with APIs and integrations is crucial. Remember to consult the official Genesys documentation and training materials for the most accurate and up-to-date information.