Course Content
CHAPTER 1 : Genesys Cloud CX Platform
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1.0 Genesys Certification Path
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1.1 What is Genesys Cloud CX ?
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1.2 Genesys Cloud CX Platform
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1.3 Genesys Core Layers
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1.4 Genesys Cloud CX Collaborate
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1.5 Genesys Cloud CX Communicate
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1.6 Genesys Cloud CX Contact Center CX
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1.7 Purchasing a License
1.8 AI Tokens
1.9 Fair usage Policy
CHAPTER 2 : AWS Regions for Genesys Cloud
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2.1 CORE Regions
2.2 Satellite Region
2.3 Instructor Led Video – LAB
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CHAPTER 3 : Architecture & License of Genesys
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3.1 Architecture of Genesys
3.2 Levels of Licensing
3.3 License Model
3.4 Instructor Led Video – LAB
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CHAPTER 4 : Login to Genesys Cloud
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4.1 First time Login
4.2 Admin Role Vs Master Admin Role Interface
4.3 Create a new user
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CHAPTER 5 : Roles and Permission & Divisions
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5.1 Auto Assigned Default Roles
5.2 Other Default Roles
5.3 Instructor Led Video – LAB
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Lab Roles & Permission
5.4 Home Division
5.5 Division
5.6 Division Example
5.7 Configuration Objects under Divisions
Lab Division
CHAPTER 6: Groups
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6.1 Types of Groups
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6.2 Bulk Import users via Excel – Csv
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6.3 Workspace
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6.4 Contact Center Features
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Batch 1 ILT Videos
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Day 1 Saturday 5-4-2025
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Day 2 Sunday 6-4-2025
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Day 3 Saturday 12-4-2025
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Day 4 Sunday 13-4-2025
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Day 5 Saturday 19-5-2025
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Day 6 Sunday 20-4-2025
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Day 7 Saturday 26-04-2025
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Day 8 Saturday 03-05-2025
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Day 9 Sunday 04-05-2025
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Day 10 Saturday 10-05-2025
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Batch 2 ILT Videos
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Day 1 Sat 03-05-2025
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Day 2 Sunday 04-05-2025
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Day 3 Sat 17-05-2025
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Day 4 Sunday 18-5-2025
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Day 5 Sat 31-5-2025
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Day 6 Sunday 1-6-2025
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Day 7 Sat 7-6-2025
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Day 8 Sunday 9-6-2025
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Day 9 Sat 14-6-2025
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Day 10 Sun 15-6-2025
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Day 11 Sat 21-6-2025
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Day 12 Sun 22-6-2025
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Day 13 28-07-2025 Part 1
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Day 13 28-07-2025 Part 2
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Batch 3 ILT Videos
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General Login Details
Day 1 Sat 5-7-2025
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Day 2 Sun 6-7-2025
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Day 3 Sat 12-7-2025
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Day 4 Sun 13-7-2025
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Day 5 Sat 19-7-2025
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Day 6 Sun 20-7-2025
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Day 7 Sat 26-7-2025
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Day 8 Sun 27-7-2025
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Day 9 Saturday 2-8-2025
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Day 10 Sunday 3-8-2025
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Day 11 Saturday 9-8-2025
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Day 12 Sunday 10-8-2025
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Day 13 Sat 16-8-2025
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Day 14 Sun 17-8-2025
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Day 15 Sat 23-8-2025
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Day 16 Sun 24-8-2025
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Day 17 Sat 30-8-2025
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Day 18 Sun 31-8-2025
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Batch 4 ILT Videos
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General Login Details
Day 1 Sat 6-9-2025
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Day 2 Sun 7-9-2025
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Day 3 Sat 14-9-2025
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Day 4 Sun 14-9-2025
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Day 5 Sunday 21-9-2025
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Day 6 Sat 27-9-2025
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Day 7 Sun 28-9-2025
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Day 8 Sat 4-10-2025
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Day 9 Sun 5-10-2025
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Day 10 Sat 11-10-2025
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Day 11 Sun 12-10-2025
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Day 12 Sat 25-10-2025
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Day 13 Sunday 26-10-2025
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Day 14 Sat 8-11-2025
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Day 15 Sat 15-11-2025
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Day 16 Sunday 16-11-2025
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Batch 5 ILT Videos
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Day 1 Sat 8-11-2025
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Day 2 Sunday 9-11-2025
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Day 3 Sat 22-11-2025
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Day 4 Sunday 23-11-2025
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Day 5 Sat 30-11-2025 Part 1
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Day 5.1 Sat 29-11-2025 Part 2
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Day 6 Sunday 30-11-2025
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Pre-recorded Videos
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1. Adding Skills & Languages
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2. Wrap Up Codes
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3. Queue Creation
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4. Basic Call Flow
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5. Export and Importing of Call Flow
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6. Multilanguage Call Flow
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7. Preferred Routing
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8. Bullseye Routing
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9. Conditional Routing
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10. Schedule Check
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11. Common Module Flow
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12. Account Balance Check
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13. Account Balance Check & Loops
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14. Postman Installation
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15. Genesys Cloud Data Action
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16. VIP Customer Call Flow
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Pre-recorded Videos – Salesforce CRM
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17. Salesforce integration with Genesys
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18. Salesforce API integration with Postman
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19. Salesforce Data Action for VIP user
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20. SF Data action to get case details using phone number
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21. SF Data action to get case commnet using case ID
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22. SF Data action to add a new comment on the case
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23. SF Data Action to create a new case
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24. Basic scripting 1
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25. Basic Scripting – 2
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26. Adv scripting -1
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27. Adv scripting -2
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Pre-recorded Videos – Chatbot
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28. Website creation using the FTP server
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29. Messenger Configuration
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30. Messenger Deployment and Inbound Message flow
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31. Digital bot Flow deployment
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32. Chatbot new case creation- 1
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33. Chatbot new case creation- 2
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34. Chatbot Agent transfer
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35. Chatbot – Get case status
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Pre-recorded Videos – Reports
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36. Creating Dashboards
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37. General settings of the Dashboard
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38. Monitoring
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39. Generating and scheduling the reports
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Genesys Cloud CX: Contact Center Administration Training

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