Genesys Cloud CX: Scripting Certification Exam Practice Test

Answer : B

To add a scheduled callback option to your script in Genesys Cloud CX, the components that need to be bound together are the Date/Time Input and a Button.

Date/Time Input: This component allows the agent or customer to select a specific date and time for the callback.

Button: This component is used to submit the selected date and time, triggering the scheduling of the callback.

These two components work together to enable the scheduling functionality within the script, allowing for the seamless setup of callbacks based on the user's input.

Genesys Cloud CX Scripting Components Documentation.

Answer : A

The correct format to display an outbound contact's first name in a preview mode within Genesys Cloud CX is {{Outbound.FirstName}}. This syntax uses double curly braces, which are recognized by the scripting engine to dynamically insert variable data into the script. When in preview mode, this format ensures that the variable Outbound.FirstName is replaced with the actual first name of the contact when the script is executed.

Answer : A

You can indeed combine Genesys Cloud CX Voice with BYOC Cloud to leverage the benefits of both cloud telephony connection options. Genesys Cloud CX Voice provides a fully managed telephony service, while BYOC (Bring Your Own Carrier) Cloud allows you to use your own telephony provider. Combining these options can give your organization flexibility, allowing you to maintain existing carrier relationships while benefiting from the scalability and management features of Genesys Cloud CX.

Answer : B

Files uploaded to a workspace in Genesys Cloud CX cannot be shared with non-members of the Genesys Cloud organization. Workspace files are restricted to members within the organization for security and collaboration purposes, preventing external access to sensitive or proprietary information. Thus, sharing files with users outside the Genesys Cloud CX organization is not possible directly from the workspace.

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Answer : C

In the image provided, the correct tab to add variables to the script is labeled as number 3. This tab represents the 'Variables' section where you can define new variables that will be used in your script. Variables are crucial in scripts as they allow for dynamic content, enabling personalized interactions based on data such as customer names, account details, and other context-specific information.

Answer : A, B, D

In Genesys Cloud CX scripts, several built-in variables are available by default, providing essential data that can be used within the script. The built-in variables include:

Agent Name: This variable holds the name of the agent who is currently using the script. It is often used to personalize the interaction or for logging purposes.

Queue Name: This variable contains the name of the queue from which the interaction was routed. It helps in identifying the source of the interaction and can be used to tailor the script based on the queue's context.

Language: This variable stores the language preference of the customer or the interaction, allowing the script to present content in the appropriate language.

These variables are readily accessible within scripts and are integral to creating dynamic and context-aware interactions.

Genesys Cloud CX Scripting Documentation.

Answer : C

When you want to save a variable's value to external storage in Genesys Cloud CX, you should enable the Output property for that variable. The Output property designates that the value of the variable can be exported or sent out of the current script, which is necessary for saving data to external systems like a CRM or database.

This setting is crucial for ensuring that data collected or processed in the script is correctly passed on to other systems for further use.

Genesys Cloud CX Scripting Variables Documentation.