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Genesys GCP-GCX Exam - Topic 2 Question 71 Discussion

Which of the following statements defines a critical question in an Evaluation Form?
D) If answered 'No', critical questions will result in an evaluation score of zero for the interaction.
A) Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.
B) Critical questions are questions that the agent must answer.
C) Critical questions are multiple choice questions that have a higher weightage than non-critical questions.

Genesys GCP-GCX Exam - Topic 2 Question 71 Discussion

Actual exam question for Genesys's GCP-GCX exam
Question #: 71
Topic #: 2
[All GCP-GCX Questions]

Which of the following statements defines a critical question in an Evaluation Form?

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Suggested Answer: D

Critical questions are questions that have a significant impact on the quality of an interaction. If answered ''No'', critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered. Critical questions are used to identify interactions that fail to meet minimum quality standards. Reference: https://help.mypurecloud.com/articles/create-an-evaluation-form/ https://help.mypurecloud.com/articles/evaluate-interactions/

by Jody at Jun 29, 2026, 08:48 PM

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Brandon
3 days ago
B seems too vague. Not all questions are critical.
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Merrilee
8 days ago
I agree, A makes sense. Prioritizing is key for evaluations.
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Vicente
14 days ago
I think A is the best choice. It really highlights the importance of critical questions.
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Mable
19 days ago
Totally agree with A, it’s all about prioritizing!
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Arlean
24 days ago
Wait, if you answer "No" to a critical question, you get a zero? That seems harsh!
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Nickole
29 days ago
C is misleading; not all critical questions are multiple choice.
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Alison
1 month ago
I think B makes more sense.
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Solange
1 month ago
A is definitely the right choice.
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Regenia
1 month ago
I vaguely remember something about critical questions affecting the overall score if answered negatively, which makes me think option D could be right.
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Arlene
2 months ago
I feel like critical questions might have a higher weight, but I can't recall if they are always multiple choice.
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Shaunna
2 months ago
I remember practicing a question that mentioned critical questions must be answered by the agent, so I’m leaning towards option B.
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Jolanda
2 months ago
I think critical questions are really important for evaluating interactions, but I'm not sure if they specifically need a separate score.
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