Genesys Certification Study Guide

Transcription

1 Genesys Certificatin Study Guide Genesys Certified Presales 8, Genesys WFO Slutins (GCPS8 - WFO) Exam Cde 817e Prduct Supprted: Wrkfrce Manager, Skills Assessr/Training Manager, Quality Manager Type f Exam Fill-in the blank, multiple-chice, true/false, questins Length 52 questins, 80 minutes Passing Scre 70% Exam Language English-nly Exam Lcatin Kryterin nline r exam testing centers wrldwide Genesys certificatin exams can be taken n yur wn nline r scheduled at ne f 750 Kryterin test centers wrldwide, prviding yu with tw cnvenient means f getting certified at yur wn time and lcatin. IMPORTANT: If yu are taking the exam nline, please dwnlad and read the prctred nline exam setup and requirements. Exam Price Exam Registratin Exam Reschedule Canceling Exam Check with Genesys University Training Registratin fr current price infrmatin. Prices may vary depending n cuntry where exam will be delivered. Yu will need t btain an exam vucher cde which will be used during the payment prcess. Check if yur cmpany has prepaid yur exam fees r if yur cmpany qualifies fr exam discunts. Exam candidates must first cntact their lcal Genesys Training Center befre registering fr an exam. The Genesys Training Crdinatr will cllect yur exam fees and give yu a certificatin vucher cde t use when registering fr yur exam. Yu will be asked t lg-in r cmplete a prfile fr a New User. Yu may select a date, time and lcatin fr yur exam. Use the exam vucher number in the field Prmtin Cde during exam registratin. Be sure t check the expiratin date f yur exam vucher cde. If yu need t reschedule yur exam, please d s n less than 72 hurs frm the scheduled date and time in yur regin. Penalty fees will incur fr exams rescheduled less than 3 days befre the scheduled date and time. Yu can cancel yur scheduled exam hwever, please keep in mind that the vucher number is fr ne-time use. Yu will nt be able t use the same vucher number if yu schedule an exam after yu cancel a prir appintment. Yu will need t cntact Genesys Training fr a replacement vucher. All vucher numbers are tracked and mnitred. Eligibility and Target Audience The Genesys Certified Presales (GCPS) prgram is pen t current Genesys business partners and emplyees nly. Passing the exam is nly ne part f the certificatin prcess. Genesys will need t verify that yu are eligible fr Genesys Certificatin befre we can issue yu a certificate and recgnize yur status as a Genesys Certified Presales. If yu have any questins regarding yur eligibility, please cntact yur lcal Genesys University training center. GCPS8 - WFO 1 f 5 Octber 2013

2 Certificatin Details and Study Guide The GCPS8-WFO certificatin exam is based n the pertinent WFO slutins presales rle-based tpics and tasks which are supprted by the Genesys training curriculum, and crrespnd t the knwledge necessary fr a Presales Cnsultant respnsible fr WFO slutins psitining and value prpsitin, architecting and technical design. The GCPS8-WFO certificatin is targeted at Sales Engineers, Slutins Engineers and Architects and validates the candidate's cmprehensive understanding f the value prpsitin Genesys WFO slutins and ability t architect and perfrm technical design. Preparing fr the Exam Genesys University highly recmmends that candidates seeking certificatin fllw the certificatin preparatry track. The preparatry track, cupled with hands-n experience will increase the prbability f passing the exam. Yu are nt required, hwever, t cmplete the training curses prir t taking the certificatin exam. If yu feel yu have cnsiderable, real-wrld presales experience relevant t Genesys WFO slutins, then yu may register and take the exam at any time. In either case, Genesys University encurages yu t review the materials described in this study guide t help yu prepare fr the GCPS8-WFO exam. Target Audience Technical Presales cnsultants wh psitin Genesys WFO slutins and prvide value prpsitin as well as perfrm architectural design fr the Wrk Frce Manager (WFM), Skills Assessr/Training Manager and Quality Manager. Genesys Certificatin Preparatry Track fr the GCPS8-WFO Exam WFO8-BPRE WFO Slutins 8 Business Presales WFO8-TPRE WFO Slutins 8 Technical Presales GCPS8-WFO Certificatin Exam nline 3 hurs classrm 3 days nline minutes Certificatin Preparatry Track WFO Slutins 8 Business Presales (WFO8-BPRE) 3 hurs nline Self paced training fr slutins Engineers t be able t prperly psitin the slutin ffering as well as sell the value prpsitin f the WFO slutins. This mdule is pre-requisite t the Technical Presales mdule and participants are encuraged t deepen their understanding by cmpleting verall Presales curriculum. GCPS8-WFO 2 f 5 Octber 2013

3 Certificatin Details and Study Guide WFO Slutins 8 Technical Presales (WFO8-TPRE) 3 days classrm Instructr-led training fr Slutins Engineers t be able t draw ut a lgical architecture and plan a full technical design based n the WFO slutins. This mdule als fcuses n High Availability and Disaster Recvery, when and hw t utilize a Presales Dem effectively. This mdule als fcuses n in depth hands-n dem with WFO slutin and descriptin f sellable line items and licensing cnsideratins. The scpe f Genesys WFO Slutin 8 Presales training includes the fllwing applicatins: Wrk Frce Manager (WFM), Skills Assessr/Training Manager and Quality Manager. Reference Materials Available Yur training curse materials are an excellent surce f infrmatin fr exam review. Other Genesys reference materials yu can use fr exam preparatin are available frm the Genesys website: Genesys Tech Supprt Website: Select Dcumentatin and search by prduct and majr release Exam Study Tpics GCPS8-WFO Exam Tpic Categries The GCP8-WFO exam tpics are rganized int several tpic categries with descriptins f the crrespnding knwledge and skill sets that represent the tasks required by a Presales Cnsultant when wrking with a Genesys Cre slutin. This knwledge and skill sets might be btained frm the WFO8- BPRE and WFO8-TPRE training curses, Transfer f Infrmatin (TOI) presentatins, sales presentatins, reading technical dcumentatin r wrking with IP slutins at a fundatinal level. Understanding Genesys WFO slutins in business language and the cmpnents f the slutins at a high level Understanding WFO slutins key capabilities Understanding why a custmer wuld need the WFO slutins in the cntext f unique business values, differentiatrs and silver bullets in rder t create a pwerful psitin Understanding what custmers can expect as a return n investment frm Genesys WFO slutins Understanding hw t set the stage fr a WFO slutin discussin with a custmer with an elevatr pitch Understanding the cmpetitive landscape Understanding the details f features and functinalities fr the slutins Understanding the user interfaces Understanding the underlying technlgies and industry standards fr technical designs Understanding sizing, dimensining and limitatins fr the slutins Understanding WFO slutins physical architectures Understanding WFO slutins lgical architectures Understanding architecture use cases and case studies Understanding licensing and packaging fr WFO slutins GCPS8-WFO 3 f 5 Octber 2013

4 Certificatin Details and Study Guide Hw D I Knw What t Study? The exam includes questins frm all the tpic areas. Questins are pulled randmly frm a larger pl f questins cmprised f all tpics. Yur scre reprt is prvided when yu cmplete yur exam. Sample Questins The sample questins belw are additinal questins that have nt been used in the actual exam, but are representative f typical questins that an exam candidate may face. Select ne answer that best answers the questin r cmpletes the statement. 1. Which Genesys Skill Management Cmpnent is directly integrated int the Genesys Cnfiguratin Layer? A. Skills Analysis B. Skills Rute C. Skills Prtal 2. Where is the Genesys Training Manager sales sweet spt? A. Single Site, Single-Skilled, < 500 Agents B. Single Site, Single-Skilled, > 500 Agents C. Multi Site, Multi-Skilled, < 500 Agents D. Multi Site, Multi-Skilled, > 500 Agents 3. The ut f the bx WFM reprt templates can be custmized. True r False? A. True B. False 4. Hw is Genesys Quality Management licensed? A. Technical license B. Agent Seats C. Technical DN D. N additinal licensing necessary 5. WFO stands fr Wrkfrce. GCPS8-WFO 4 f 5 Octber 2013

5 Certificatin Details and Study Guide Answers t Sample Questins 1. B 2. D 3. B 4. B 5. Optimizatin Fr mre infrmatin abut Genesys Certificatin, please cntact yur lcal Genesys University training center r click here: GCPS8-WFO 5 f 5 Octber 2013