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Genesys GCP-GCX日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: User and Organization Management, Security, and Compliance | 15% | - User setup, roles, and permissions - Groups, departments, and organization structure - Security settings and compliance requirements |
| Topic 2: Integrations, Data Actions, and System Administration | 10% | - Third-party integrations and APIs - System maintenance, backup, and troubleshooting - Data actions and web services |
| Topic 3: Reporting, Analytics, and Quality Management | 15% | - Custom reports and data insights - Call recording, evaluation forms, and quality monitoring - Dashboards, views, and standard reports |
| Topic 4: Routing and Interaction Management | 20% | - Omnichannel interactions: voice, email, chat, messaging - Architect flow design and implementation - ACD routing strategies |
| Topic 5: Genesys Cloud CX Architecture and Core Concepts | 20% | - Access and navigation - Platform overview and components - Licensing models and capabilities |
| Topic 6: Core Contact Center Configuration | 20% | - Queues, skills, and proficiency models - Scripts, flows, and IVR configuration - Schedules, holidays, and time zones |
