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Questions came word by
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GCP-GC-ADM Questions and Answers

Question # 1

What two options are available to create a customized user role?

A.

Copy an existing role then add the necessary permissions to meet your needs

B.

Create a new Role and assign the necessary permissions to that role

C.

Create or modify a workgroup to meet your needs

D.

Create a new Group and assign the necessary permissions to the group

Question # 2

Which option provides the ability for an email interaction to be interrupted by voice?

A.

Admin>Contact Center>Utilization

B.

Admin>Contact Center>ACD Skills

C.

Admin>Routing>Emergencies

D.

Admin>Routing>Disconnect Interactions

Question # 3

What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)

A.

Languages

B.

Medians

C.

Skills

D.

Index Ratings

E.

Knowledge levels

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