Genesys Certification Study Guide

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1 Genesys Certificatin Study Guide Genesys Certified Prfessinal 8 System Cnsultant, iwd Slutin (GCP8 - CiWD) Exam Cde Type f Exam Number f Items GCP8-CiWD (Prmetric cde: GE0_809) Written, multiple-chice and true/false questins 100 questins (100 pints pssible) Delivery Methd Administered at Prmetric Test Centers Prduct Supprted This exam supprts the Genesys iwd Slutin versin 8.0x Candidates using an earlier versin f Genesys iwd sftware are advised t cntact their lcal Genesys Training Center befre registering fr this exam. Passing Scre: 70% crrect (70 pints = 70%) Exam Language Timing Exam Lcatin Exam Price Exam Registratin English-nly 150 minutes (r 2 hurs 30 mins) fr candidates in English-speaking cuntries t cmplete the exam questins. Candidates in nn English-speaking cuntries are prvided with 180 minutes r 3:00 hrs. (English-speaking cuntries include: Nrth America, UK, Ireland, Australia and New Zealand. Candidates in all ther cuntries are autmatically prvided with the additinal 30 minutes t cmplete the exam questins.) Prir t starting the exam questins, yu are als prvided with an additinal 15 minutes t cmplete the Candidate Agreement and anther 15 minutes, if needed, t cmplete a pre-exam tutrial. (This time is separate frm the time allcated fr the exam questins.) Candidates wh require any special accmmdatin can request 30 additinal minutes t take their exam, but they must make the request befre cmpleting their exam registratin. This als applies t nn-native English speakers wh register fr exams in English-speaking cuntries. Please cntact the Prmetric Special Accmmdatins department with yur request: specialcnditins@thmsn.cm r call: Prmetric Testing Centers wrldwide Check with Genesys befre registratin fr current price infrmatin. Prices may vary depending n cuntry where exam will be delivered. Exam candidates must first cntact their lcal Genesys Training Center befre registering fr an exam. The Genesys Training Center will cllect yur exam fees and give yu a certificatin vucher cde t use when registering fr yur exam n the Prmetric web site: 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. Yu shuld enter the exam vucher cde when yu cmplete yur Payment Infrmatin during exam registratin. Be sure t check the expiratin date f yur exam vucher cde. Exam Descriptin The GCP8 System Cnsultant fr iwd Slutin (GCP8 CiWD) certificatin validates the candidate's cmprehensive understanding f the installatin and cnfiguratin f Genesys iwd and the Genesys iwd GCP8-CiWD 1 31 Aug 2011

2 Applicatin. A Genesys Certified Prfessinal System Cnsultant fr iwd Slutin is recgnized as having achieved a fundatin knwledge in implementatin prcedures, deplyment planning, cnfiguratin, creating and running CCPulse+ reprts, and mnitring an iwd 8 deplyment. (Please nte: The GCP8-CiWD exam des nt include questins n eservices.) Wh shuld take this exam? The GCP8 System Cnsultant fr iwd (GCP8 CiWD) certificatin exam is primarily targeted at cnsultants, system administratrs and apprved subcntractrs wrldwide that assist Genesys partners and custmers in planning, installatin and cnfiguratin f an iwd Slutin. Preparing t take 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 experience using Genesys iwd 8 Slutin cmpnents, then yu may register and take the exam at any time. The fllwing training curses are cnsidered the recmmended preparatry training curses fr the GCP8- System Cnsultant, iwd certificatin exam track: Prerequisite curses: Framewrk 8 Fundatins (FWK 8-FND) (1-day) GCP8-CiWD 2 31 Aug 2011

3 Framewrk 8 Deplyment (FWK 8-DPL) (4 days) Inbund Vice Ruting and Slutin Reprting 8 Deplyment (IRR 8-DPL) (5 days) Nte: The GCP8-CiWD certificatin exam cvers infrmatin n Ruting 8 (IRD nly) and Slutin Reprting 8. It des nt include v8 Orchestratin Server, Cmpser r eservices. Reference Materials Available Yur training curse materials are an excellent surce f infrmatin fr exam review. Yu can als use ther Genesys reference materials t prepare fr yur exam: Genesys Tech Supprt Website: Select Dcumentatin and search by prduct and majr release Genesys Dcumentatin Library CD (gd resurce fr architecture, planning, deplyment, and system mnitring) The Dcumentatin Library CD is distributed in Genesys training classes r frm Genesys directly GCP8 CiWD Exam Tpic Categries The GCP8 - CiWD exam tpics are rganized int six tpic categries. Belw are descriptins f the tpics and crrespnding knwledge and skill sets that represent the tasks required by a System Cnsultant when installing, deplying and supprting an iwd Slutin implementatin. Tpic 1: Overview and Architecture Demnstrate an understanding f the verview f Genesys Intelligent Wrklad Distributin (iwd) 8 Technlgy. Genesys iwd Slutin Prduct Overview Using Genesys iwd 8 terminlgy Describe basic iwd 8 Slutin entities: business prcess, business rules, wrkflw, strategy Overview f the cmpnents f the Genesys iwd 8 Slutin iwd Slutin General Architecture Overview f Genesys iwd 8 Slutin Architecture Identify iwd 8 Slutin cmpnents f the CIM Platfrm Tpic 2: Business and Deplyment Planning Demnstrate the ability t take the prject frm business planning int a mre technical/lgistical phase. With these skills a cnsultant culd identify specific needs fr: slutin sftware, databases, and ther deplyment cnsideratins: Key features f a Genesys iwd 8 Slutin Describe the basic features f the Genesys iwd 8 Applicatin Overview f Genesys iwd 8 Slutin deplyment planning Key deplyment cnsideratins: Resurce Capacity Planning High availability cnsideratins and appraches (using Interactin Server) GCP8-CiWD 3 31 Aug 2011

4 iwd task lifecycle Out-f-bx iwd business prcess and strategies Supprted interperability Licensing requirements Interactin Flws Explain the relatinship between strategy bjects and wrkflw bjects Describe a basic flw fr an iwd 8 interactin Identify and describe Integratin pints Basic interactin management Tpic 3: Install iwd 8 Slutin Cmpnents Demnstrate the understanding f hw t perfrm an installatin f iwd 8 Slutin cmpnents Describe key steps fr perfrming an integrated installatin f iwd Slutin cmpnents: Describe installatin and cnfiguratin sequence Preparing iwd Manager and Runtime databases Installatin f Interactin Server cmpnents Installatin f iwd cre cmpnents Installatin f iwd Manager Cnfirmatin that installatin was successful Tpic 4: Cnfigure iwd Cre Services Demnstrate the knwledge f hw t cnfigure an iwd 8 Slutin including hw t use Cnfiguratin ptins: Cnfigure iwd Slutin cmpnents Describe cnfiguratin cnsideratins fr deplying iwd Cnfigure iwd Slutin cmpnents using the Cnfiguratin Wizards Describe hw t cnfigure essential ptins fr successful initializatin Explain cnfiguratin ptins that affect system perfrmance and applicatin behavir Cnfigure iwd t send lg events iwd Manager Cnfiguratin and Deplyment Navigating in iwd Manager Imprting cnfiguratin templates Cnfiguring a slutin and its services Deplying a slutin iwd Business Cnfiguratin Cnfiguring Rules and Metrics Cnfiguring Cntracts and Prcesses Tpic 5: Using iwd 8 Demnstrate an understanding f hw t use iwd Manager t manage interactins. Als demnstrate the ability t use the Reprting Services that supprt iwd 8. Explain hw t navigate within iwd Manager Describe the cmpnents f a typical applicatin Describe hw t use the Glbal Task List Submitting tasks Describe hw t create basis business rules Explain hw t mdify existing templates and create new rules based n template mdificatins Identify the Genesys reprting prducts that supprt iwd reprting GCP8-CiWD 4 31 Aug 2011

5 Describe the features f the reprting services that are used fr iwd Slutin Describe the advantages f a secnd runtime nde fr reprting services Create and test reprting services Describe the iwd real-time statistics available with CCPulse+ Describe the steps required t run iwd Slutin CCPulse+ real-time reprts View real-time iwd Slutin statistics in CCPulse+ Tpic 6: Mnitring an iwd Slutin Demnstrate the ability t identify, diagnse, and validate installatin and cnfiguratin when deplying a Genesys iwd Slutin. Als demnstrate the ability t reslve prblems with Genesys iwd cmpnents in prductin. This differs frm "Installatin validatin" in that it may shw the deeper and/r brader understanding f the Genesys iwd Slutin that cmes with wrking with the prduct. Describe hw interactins are mnitred by iwd: Describe hw t mnitr messages Read and interpret Stat Server lgs and agent status messages in Interactin Server lg Identify capacity snapshts in the Stat Server lgs Identify the event and request messages invlved in a custmer interactin Describe hw t trublesht current intraday reprting Describe hw t trublesht cmmn iwd Manager issues Starting and Finishing Yur Exam A test center staff member may lg yu int yur exam r yu may be given a lgin and passwrd t lg yurself int yur exam. Next, the Prmetric testing prgram will then present an ptinal Prmetric Exam Tutrial befre starting the exam questins. This is a timed tutrial (nte the Remaining Time: XX:XX min in the upper right prtin f yur screen.) The tutrial cvers useful, general tips: Exam user interface Hw t mve thrugh screens When the Genesys Certificatin Exam starts, yu will be asked t Review/Agree t the Genesys Candidate Agreement befre starting yur questins. GCP8-CiWD 5 31 Aug 2011

6 When yu start the exam questins, yur timer will restart. Yu will be prvided with 2 hurs 30 mins (in English-speaking cuntries) r 3 hurs (in nn English-speaking cuntries). NOTE: The END buttn will exit yu frm the Tutrial. Select the Review buttns at the bttm f the screen at any time t view a list f the exam questins yu have cmpleted and thse yu have nt. If yu select the Exit buttn frm the Review screen, a ppup windw will ask yu t cnfirm that yu wish t exit the exam. Yu can return t the exam questins by duble-clicking n any f the questin numbers listed. NOTE: If yu have nt answered any questins, the system will mark these as incrrect. If yu run ut f time during the exam, the exam will stp. T finish yur exam: Click Exit frm Review Screen. (Wait 1-2 minutes while system calculates yur scre.) Tell yur Test Center prctr when yu finish the exam. Be sure t ask the prctr fr yur printed scre reprt. Yur scre reprt will cntain a list f the exam tpics, the number f questins yu gt crrect, and the percent crrect yu scred n each sectin and the ttal fr the 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. Yur custmer wants t activate a capacity rule that enables resurces t accept 3 nn vice medias cncurrently. But if media is third party the resurce shuld be blcked (busy) fr all ther medias. T fulfill the custmer s requirement yu need t change the default media type f at least ne Capture Pint. Yu als have t duble check the number f licenses available fr custm media. A. TRUE B. FALSE 2. Mdules imprted r created at the System Tenant level are inherited by existing Managed Tenants. A. TRUE B. FALSE 3. In a List bject, yu must specify a Slutin name in the Key field with the Slutin name subsequently used at runtime t lk up the BCMS service assciated with the Slutin. A. TRUE B. FALSE 4. Select the Statuses that CANNOT be fund in iwd Manager. (Chse 3) A. Assigned B. Ruted GCP8-CiWD 6 31 Aug 2011

7 C. Queued D. Repriritized E. InPrgress F. Held 5. Which f the fllwing is nt a prvided ut-f-the bx capture adapter? A. XML File adaptr B. Web Services adaptr C. Data base adaptr D. RPC adaptr GCP8-CiWD 7 31 Aug 2011

8 Answers t Sample Questins 1. A 2. A 3. B 4. B, D, E 5. D Fr mre infrmatin abut Genesys Certificatin, please cntact yur lcal Genesys University training center r click here: GCP8-CiWD 8 31 Aug 2011