Genesys GCX-SCR Genesys Cloud CX: Scripting Certification Exam Practice Test

Answer : D

In the image provided, option 4 (D) represents the button used to manage script settings, which includes options for creating a script template. To create a script template from an existing script, the user must navigate to this menu and select the appropriate option to convert or save the script as a template for future use. This ensures that common sections can be reused across multiple scripts efficiently.

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.

Answer : A

The Consult Transfer action in a contact center allows agents to transfer interactions seamlessly without needing to remember the destination. This type of transfer allows the agent to consult with the destination party before completing the transfer, ensuring that the interaction is handled smoothly and that the receiving party is fully informed.

This feature is particularly useful in complex customer service scenarios where context needs to be preserved during the transfer.

Genesys Cloud CX Interaction Management Documentation.

Answer : B

In Genesys Cloud CX, you can schedule a callback for more than 30 days in advance. The platform allows flexibility in setting callback times, ensuring that customer interactions can be scheduled according to business needs, even if that requires scheduling far into the future.

The statement that you cannot schedule a callback for more than 30 days in advance is false.

Genesys Cloud CX Callback Feature Documentation.

Answer : C, D

In Genesys Cloud CX, the permissions required to edit scripts are controlled by roles that include the necessary permissions for interacting with and modifying scripts. The Script Designer role (option C) is specifically created for individuals responsible for creating and editing scripts. It grants full access to the scripting interface and allows for script modifications. The Master Admin role (option D) also has broad permissions across the system, including editing and managing scripts, among other administrative tasks.

Reference to Genesys Cloud documentation indicate that other roles, like PureCloud User or Outbound Agent, do not have sufficient permissions to modify scripts. The Outbound Admin role manages outbound campaigns but does not include script editing by default.

Answer : A, C

The attributes Languages and Skills are essential in ensuring that interactions are routed to the most qualified agent in Genesys Cloud CX.

Languages: This attribute ensures that interactions are routed to agents who can communicate in the customer's preferred language, enhancing the customer experience by providing language-appropriate service.

Skills: This attribute ensures that the interaction is handled by an agent who has the necessary skills to resolve the customer's issue effectively. Skills might include technical expertise, product knowledge, or specific customer service abilities.

These attributes are crucial in ACD (Automatic Call Distribution) configurations, where the goal is to match customers with agents who are best equipped to meet their needs.

Answer : B

Automatic Call Distribution (ACD) is the system within Genesys Cloud CX responsible for routing interactions (calls, messages, etc.) based on an algorithm that determines the best available agent for the interaction. ACD takes into account factors such as agent availability, skill sets, and proficiency ratings to ensure that interactions are handled by the most qualified agents, thereby optimizing customer service and efficiency.

ACD is a key component in contact centers, ensuring that customer interactions are managed effectively and that resources are used optimally.