GCX-GCD practice question 6 of 15

Where, in Genesys Cloud CX, can you search for people in your organization and add external contacts?

Choose your answer, then check it against the explanation and the full breakdown below.

Where, in Genesys Cloud CX, can you search for people in your organization and add external contacts?

Answer options

Correct Answer:

C

Explanation

The Directory view in Genesys Cloud CX is the centralized location for managing contact information. It allows users to search for and view profiles of people within their organization. Additionally, it provides the functionality to create, edit, and manage external contacts, which are individuals outside the organization, such as customers or partners. This consolidation of internal and external contacts within a single, searchable interface is a core function of the Directory feature.

Why Incorrect

A. Documents: The Documents view is a content management feature used for storing, sharing, and managing files and documents within the organization, not for contact management.

B. Activity: The Activity views (e.g., Queues Activity, Interactions) are used to monitor real-time and historical performance metrics and interaction details, not to search for people or manage contacts.

D. Location: The Location feature, managed under Admin settings, is used to configure physical sites and locations for the organization, primarily for emergency services and telephony settings.

References

1. Genesys Cloud CX Resource Center: About the directory. This document states, "The directory contains contact information for people in your organization and for external contacts that you add... You can search for people, groups, and external contacts."

2. Genesys Cloud CX Resource Center: Add an external contact. This guide explicitly details the procedure: "1. Click Directory > External Contacts. 2. Click Add Contact." This confirms external contacts are added via the Directory.

3. Genesys Cloud CX Resource Center: Search the directory. This article describes the search functionality, stating, "You can search for people, groups, and external contacts in the directory." This confirms the search capability for internal people.

Question 6 of 15

Question breakdown

Tests: Navigate core Genesys Cloud UI features for contact management
Difficulty: Easy

Key idea: The Directory is the single place to search internal people and groups and to create and manage external contacts.

How to reach the answer

The question pairs two tasks: searching internal people and adding external contacts.
Ask which Genesys Cloud view holds contact profiles for both internal users and outside parties.
Directory provides people search and an External Contacts section with an Add Contact action.
Documents, Activity, and Location each serve unrelated purposes, so Directory is the only fit.

Each option

AIncorrect. Documents is for storing and sharing files, not for managing people or contacts.
BIncorrect. Activity views show real-time and historical performance and interaction data, not contact records.
CCorrect. Directory supports searching people, groups, and external contacts, and adding new external contacts.
DIncorrect. Locations are admin-configured physical sites used for emergency and telephony settings, not contact search.

Common trap: Location can sound like a place to find where people are, but it only configures physical sites.

In practice: Agents use Directory to find a subject matter expert to transfer to, and to create external contact records that show up on future interactions.

Remember: People search and external contacts both live under Directory.

Drafted with AI assistance and checked against the answer key.

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