Free CIC-101-01: CIC Core – PureConnect Exam Questions and Answers
CIC Core – PureConnect is one of the Genesys tests covered here. Genesys runs two separate tracks rather than one ladder. Genesys Cloud CX is actively maintained and still gaining content. Genesys Engage and PureConnect, inherited when Genesys acquired Interactive Intelligence in 2016, sit in a genuinely unclear state: the help pages still describe live certification content, but the linked requirements document is a dead link and Genesys has published no retirement notice either way. Genesys publishes no exam codes, question counts, durations, pass marks or validity period, so codes such as GCP-GCX seen on preparation sites are third-party inventions.
The first 10 questions on this page are free to read, answers included — no account and no card. A plan opens the rest of the bank, the full timed practice test and your weak-topic reporting.
Last updated: September 12, 2026
- Exam code
- CIC-101
- Provider
- Genesys
- Questions in our bank
- 1000+
- Free to read
- First 10, with answers
- Official page
- Official Exam website
- Our test mode duration & pass mark
- 130 mins · 70%
Recommended: Switch to Test Mode to start a practice test that simulates the real exam experience.
Question #1
A customer calls inquiring about their order status. What should the agent do first?
Please select an optionIncorrectCorrect answer: D
The agent should first open the system to access relevant information quickly.
Was this answer correct?Question #2
During a call, an agent notices slow system performance. What is the best course of action?
Please select an optionIncorrectCorrect answer: C
Logging the issue and notifying IT ensures that technical problems are documented and addressed properly.
Was this answer correct?Question #3
If a customer issues a complaint about service, how should the agent respond?
Please select an optionIncorrectCorrect answer: B
Listening and empathizing helps in understanding the issue and fostering a positive interaction.
Was this answer correct?Question #4
In a scenario where a customer is irate, which technique should an agent use?
Please select an optionIncorrectCorrect answer: B
A calm tone helps to de-escalate the situation and encourages cooperation from the customer.
Was this answer correct?Question #5
Which feature allows agents to quickly transfer calls to another department?
Please select an optionIncorrectCorrect answer: B
The Transfer button directly enables agents to route calls efficiently to the appropriate department.
Was this answer correct?Question #6
What is the role of the workforce management system in CIC?
Please select an optionIncorrectCorrect answer: D
Workforce management systems help optimize agent schedules for better service levels.
Was this answer correct?Question #7
After resolving an issue, what should an agent ask the customer?
Please select an optionIncorrectCorrect answer: C
Asking if further help is needed ensures customer satisfaction and addresses any other concerns.
Was this answer correct?Question #8
What is the purpose of the interaction history log?
Please select an optionIncorrectCorrect answer: A
The interaction history log is essential for tracking and reviewing customer interactions.
Was this answer correct?Question #9
An agent receives a call from an unknown number. What should they do?
Please select an optionIncorrectCorrect answer: D
Verifying identity ensures security and proper handling of the call.
Was this answer correct?Question #10
What action is taken if a customer request cannot be fulfilled immediately?
Please select an optionIncorrectCorrect answer: A
Setting a follow-up date keeps the customer informed and engaged while a resolution is found.
Was this answer correct?
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Other Genesys certifications
- GE0-806: GCP8-System Consultant, Genesys WFM (opens in a new tab)
- GCP-GC-REP: Genesys Cloud Certified Professional – Reporting and Analytics (opens in a new tab)
- GCP-GC-ADM: Genesys Cloud Certified Professional - Contact Center Admin (opens in a new tab)
- GE0-803: GCP8-System Consultant Voice Platform (opens in a new tab)
- GCP-GC-ARC: Genesys Cloud Architect Certified Specialist (opens in a new tab)
- GE0-807: Genesys Certified Professional 8 - System Consultant, Outbound Voice (opens in a new tab)
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FAQ
Learn More: https://beyond.genesys.com/explore/certification/home
- Q1: What is the CIC-101-01: CIC Core – PureConnect exam?
- A: CIC-101-01: CIC Core – PureConnect is a Genesys certification exam. Judging by the questions in our bank, it concentrates on agent, agents, resolving, interaction and supervisor.
- Q2: What topics does the CIC-101-01: CIC Core – PureConnect exam cover?
- A: Questions in our CIC-101-01: CIC Core – PureConnect bank cluster around agent, agents, resolving, interaction, supervisor and calls. Working through the full set is the quickest way to find which of these you are weakest on.
- Q3: How should I prepare for CIC-101-01: CIC Core – PureConnect?
- A: Work through the CIC-101-01: CIC Core – PureConnect practice questions here, checking your answer on each one, then sit the practice test to rehearse the exam under timed conditions before the real thing.
- Q4: Are these real CIC-101-01: CIC Core – PureConnect exam questions?
- A: They are drawn from officially released past questions and from community members who have sat CIC-101-01: CIC Core – PureConnect. Answers are verified and updated weekly.
- Q5: Where do I register for the CIC-101-01: CIC Core – PureConnect exam?
- A: Register through Genesys directly at https://beyond.genesys.com/explore/certification/home. Exampractice is not affiliated with Genesys and does not administer the exam.
- Q6: Is there a free CIC-101-01: CIC Core – PureConnect sample?
- A: Yes. Every CIC-101-01: CIC Core – PureConnect page shows a free sample of real questions. Upgrading opens the full bank and the practice test.
- Q7: What are Genesys Certification Exams?
- A: Genesys Certification Exams validate your expertise in using and managing Genesys’ customer experience (CX) and contact center solutions. These certifications demonstrate your proficiency in deploying, configuring, and troubleshooting Genesys technologies to improve customer interactions and operational efficiency.
- Q8: Why should I pursue Genesys Certification?
- A: Genesys Certification enhances your professional credibility, showcasing your skills and knowledge in customer experience and contact center solutions. This can lead to better job opportunities, higher salaries, and career advancement in IT, customer service, and contact center management.
- Q9: What are the benefits of Genesys Certification?
- A: Benefits include recognition as a certified Genesys professional, improved job performance, access to exclusive resources, continuing education opportunities, and staying current with the latest Genesys technologies and best practices.
- Q10: Who should take Genesys Certification Exams?
- A: IT professionals, system administrators, contact center managers, and anyone involved in designing, implementing, and managing customer experience solutions using Genesys products should consider these certifications to validate their expertise and advance their careers.
- Q11: What types of Genesys Certification Exams are available?
- A: Genesys offers various certification paths, including:
- Q12: How do I prepare for Genesys Certification Exams?
- A: Preparation can include official Genesys training courses, study guides, practice exams, online tutorials, and hands-on experience with Genesys products and solutions.
- Q13: Where can I take Genesys Certification Exams?
- A: Genesys Certification Exams can be taken online or at authorized testing centers worldwide, providing flexibility to fit your schedule and location.
- Q14: How do Genesys Certifications impact my career?
- A: Genesys Certifications significantly boost your career by demonstrating your expertise to employers, making you a more competitive candidate for advanced roles and promotions in customer experience management, IT, and contact center operations.
- Q15: Are there any prerequisites for Genesys Certification Exams?
- A: Some exams may have prerequisites, such as foundational knowledge or prior certifications. Check the specific requirements for each certification path on the Genesys website.
- Q16: How often do I need to recertify for Genesys Certifications?
- A: Genesys Certifications typically require recertification every two years to ensure that certified professionals stay updated with the latest customer experience technologies and industry practices.