Câu 19: GCX-ARC: Genesys Cloud CX: Architect

Andrew is creating a flow in Genesys Cloud Architect to route customer interactions based on their input. For example, if a customer presses “1,” the system routes the call to Billing; if they press “2,” it routes the call to Technical Support. Which action should Andrew configure to implement this branching logic effectively?

1. A. Use the Data Table Lookup action to fetch customer account details for routing purposes.
2. B. Configure a Switch action to evaluate the input and route the task accordingly. — đáp án hiện tại
3. C. Set up a Logical Loop action to cycle through all menu options before deciding the route.
4. D. Use the Transfer to ACD action to send all interactions directly to a queue without conditional branching.