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Genesys GCX-SCR Exam Syllabus Topics:

Topic
Details

Topic 1

Actions in Scripts: This section of the exam covers candidates' skills with scripts that allow for specific operations to be carried out during a customer interaction. Users must understand how to configure secure pause actions, set screen pop data actions, and invoke secure flows.

Topic 2

Overview of Scripting: In this section, the focus is given to scripting in Genesys Cloud which involves various fundamental design tasks essential for building effective customer interactions.

Topic 3

Script Editor Interface: This section covers familiarity with the layout and various components of the editor that is essential for efficient script development.

Topic 4

Variables in Scripts: Variables are a critical aspect of scripting in Genesys Cloud. This section covers adding script variables for creating dynamic content in scripts. Additionally, users need to understand the difference between input and output variables to handle data flow within the script effectively.

Topic 5

Script Management: In this section, focus is given to script management which involves ongoing tasks such as editing and deleting scripts as necessary.

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Genesys Cloud CX: Scripting Certification Sample Questions (Q16-Q21):

NEW QUESTION # 16
You are creating a script with multiple pages that have a common header section. Choose an efficient way to create multiple page scripts.

A. Create a header section individually for all the pages.
B. Create a component template for the header section and use it in subsequent pages.
C. Use the Export-Import feature.
D. Use the script template to duplicate header sections.

Answer: B

Explanation:
The most efficient way to create multiple pages in a script that share a common header section is to create a component template for the header. This template can then be reused on each page, ensuring consistency and saving time. By using a component template, you only need to design the header once and can easily apply it across all pages. This approach also makes updates easier, as changes to the header template will automatically reflect on all pages using that template.
Creating individual headers for each page or duplicating them using a script template would be less efficient and prone to inconsistencies.

NEW QUESTION # 17
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?

A. Base settings
B. Hardware ID (MAC address]
C. Phone name
D. Phone model

Answer: B

Explanation:
In Genesys Cloud CX, the Hardware ID (MAC address) is what binds the phone's settings to a physical phone. When configuring a phone in Genesys Cloud CX, you need to enter the MAC address, which uniquely identifies the physical device on the network. This binding ensures that the phone configuration, including the phone model, base settings, and other details, are correctly associated with the correct physical device.
The MAC address serves as the unique identifier that allows Genesys Cloud CX to apply the appropriate settings to the correct phone, ensuring seamless operation.

NEW QUESTION # 18
Select the built-in variables available in Scripts. (Choose three.)

A. Agent Call Duration
B. Language
C. Customer Preferred
D. Agent Name
E. Queue Name

Answer: B,D,E

Explanation:
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.
References:
* Genesys Cloud CX Scripting Documentation.

NEW QUESTION # 19
In Genesys Cloud, what features or aspects classify scripts? (Choose three.)

A. Classification based on interaction route
B. Labels based on interaction type
C. Integration of text and graphics
D. Creation of interaction-specific script templates
E. Utilization of visual controls

Answer: B,C,E

Explanation:
Scripts in Genesys Cloud CX are classified by several features that enhance their usability and flexibility:
* A. Labels based on interaction type: Scripts can be categorized and labeled according to the interaction type (e.g., voice, chat, email), making it easier to identify and manage them.
* C. Utilization of visual controls: Genesys Cloud CX allows the use of various visual controls (buttons, inputs, checkboxes) to enhance user interaction within scripts, enabling agents to interact seamlessly.
* D. Integration of text and graphics: Scripts can integrate both text and graphical elements, allowing for a richer, more interactive experience for agents and customers alike. This can include images, links, and dynamic content.
Options B and E are not core classifications for Genesys Cloud CX scripts.

NEW QUESTION # 20
What property should you enable for a variable whose value is to be saved to external storage?

A. Output
B. Custom
C. External
D. Input

Answer: A

Explanation:
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.
References:
* Genesys Cloud CX Scripting Variables Documentation.

NEW QUESTION # 21
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