genesys gcx-scr practice test
Genesys Cloud CX: Scripting Certification
Question 1
The ___________ tab in the right pane lists the errors in the script and helps you to locate them.
- A. Validation
- B. Actions
- C. Debug
- D. Container
Answer:
A
Explanation:
In Genesys Cloud CX Scripting, the Validation tab in the right pane is crucial as it lists all the errors in
the script and helps you locate them quickly. This feature is part of the integrated development
environment (IDE) within Genesys Cloud CX, which aids developers in identifying and resolving
issues in their scripts effectively. The validation process checks for various syntax errors,
configuration mismatches, and other potential issues that might cause the script to fail during
execution. This helps ensure that scripts are error-free and function as intended before they are
deployed.
The Validation tab is an essential tool in the Genesys Cloud CX scripting environment, providing a
streamlined way to detect and correct errors, thereby improving the accuracy and reliability of
customer experience automation.
Reference:
Genesys Cloud CX Scripting Documentation.
Question 2
You can modify the data type of a variable once it has been created.
- A. True
- B. False
Answer:
B
Explanation:
In Genesys Cloud CX Scripting, once a variable has been created and assigned a data type, you
cannot modify its data type later. This design is intentional to prevent errors that might occur if a
variable's type were changed after it was already in use. Variables in Genesys Cloud CX scripting are
strongly typed, meaning the type of data they hold is fixed upon their creation.
To change the type of a variable, you would need to create a new variable with the desired type and
then use that instead. This ensures that the script's logic remains consistent and avoids runtime
errors that could arise from unexpected data types.
This behavior is consistent with best practices in many scripting environments where strict typing is
enforced to maintain stability and predictability in scripts.
For more details on variable handling in Genesys Cloud CX, you can refer to Genesys Cloud CX
Scripting documentation that explicitly states these constraints to help developers write more
reliable and error-free scripts.
Reference:
[Genesys Cloud CX Scripting Documentation]
Question 3
Which of the following statements about templates in scripting are true? (Choose two.)
- A. Script templates are entire scripts that have been packaged for reuse.
- B. Use a component template when you create a new script.
- C. A script template contains a single saved component such as text, or a layout of components such as a horizontal stack container.
- D. Component templates are parts of a page that you can reuse in other scripts.
Answer:
A, D
Explanation:
In Genesys Cloud CX Scripting, templates play a vital role in creating reusable elements for various
scripts, streamlining the development process.
Script Templates: These are entire scripts that have been packaged for reuse. They serve as a starting
point for new scripts, allowing users to replicate existing scripts quickly without having to rebuild
them from scratch. This is particularly useful for creating standardized scripts across different
campaigns or use cases.
Component Templates: These refer to parts of a page that can be reused in other scripts. Component
templates are particularly helpful when you need to reuse specific UI elements or layouts across
multiple scripts. For instance, if a script has a specific layout or a component, such as a customer
information panel, that needs to appear in multiple scripts, you can create a component template for
it. This ensures consistency and saves development time.
Reference:
Genesys Cloud CX Scripting Documentation.
Question 4
Richard is assigned the task of creating custom Outbound Campaign scripts. He wants to display the
current value of the customer's first name on the script page. Help him by choosing the correct
syntax.
- A. {(Outbound.First Name)}
- B. ((Outbound.First Name))
- C. Outbound.First Name
- D. {{Outbound.First Name}}
Answer:
D
Explanation:
In Genesys Cloud CX, when creating custom scripts, the correct syntax to display dynamic data, such
as a customer's first name, involves using double curly braces {{ }}. This syntax is used to reference
data variables within the script.
{{Outbound.First Name}}: This syntax correctly refers to the "First Name" attribute from the
Outbound object in the script. When the script is run, this placeholder will dynamically display the
customer's first name based on the data provided in the Outbound Campaign.
Using the correct syntax is crucial for ensuring that the data is pulled correctly and displayed as
intended in the script.
Reference:
Genesys Cloud CX Scripting Documentation.
Question 5
Using the ___ action in the call flow, you can transfer data to Scripts.
- A. Get Participant data
- B. Call data action
- C. Set Participant data
- D. Update data
Answer:
C
Explanation:
In Genesys Cloud CX, the Set Participant Data action is the correct choice for transferring data to
scripts during a call flow. This action allows you to set specific data attributes for the participant (such
as a customer or agent) that can then be accessed by scripts running during the interaction.
The Set Participant Data action is typically used to pass information gathered during an interaction,
such as caller input or data fetched from external sources, so that it can be used in scripts to
customize the experience further. This is crucial for dynamic and personalized script content based
on the interaction context.
For more details, you can refer to the Genesys Cloud CX documentation on call flows and scripting,
which explains how to use the Set Participant Data action effectively in various scenarios.
Reference:
[Genesys Cloud CX Call Flow Documentation]
[Genesys Cloud CX Scripting Documentation]
Question 6
You are an outbound admin and required to configure a script to allow agents to create a contact in
the contact list. Select the correct sequence.
1) Associate a contact list with the script.
2) Create a Script.
3) Invoke the "Outbound Create Contact" action with appropriate variables.
4) Enable Outbound features.
- A. 2,4,1,3
- B. 2,3,4,1
- C. 1,2,3,4
- D. 2,4,3,1
Answer:
A
Explanation:
To configure a script that allows agents to create a contact in the contact list in Genesys Cloud CX, the
following sequence should be followed:
Create a Script: Start by creating a new script that will serve as the framework for the agent's
interaction.
Enable Outbound features: Before the script can interact with outbound services, outbound features
must be enabled in the script settings.
Associate a contact list with the script: The script needs to be associated with a specific contact list to
ensure that contacts can be added directly to the correct list.
Invoke the "Outbound Create Contact" action with appropriate variables: Finally, add the "Outbound
Create Contact" action to the script and configure it with the appropriate variables to capture the
necessary contact details from the agent.
This order ensures that the script is correctly set up to interact with the contact list and allows agents
to add new contacts as needed.
Reference:
Genesys Cloud CX Scripting Documentation.
Question 7
Select the categories of Prompts in Architect. (Choose two.)
- A. User
- B. Menu
- C. Data
- D. System
Answer:
A, D
Explanation:
In Genesys Cloud CX Architect, prompts are categorized into several types. The most relevant
categories in this context are:
User Prompts: These are custom prompts created by users for specific needs. They are typically used
for custom messages or instructions that are not covered by the standard system prompts.
System Prompts: These are built-in prompts provided by Genesys Cloud CX that handle common
interactions and system messages. They cover a wide range of standard functionalities like greetings,
error messages, and menu navigation prompts.
These two categories are fundamental for managing and customizing how audio prompts are used
within the Genesys Cloud CX platform.
Reference:
Genesys Cloud CX Architect Documentation.
Question 8
Debbie is the admin for two Genesys Cloud CX organization(s) (Org A and Org B) and is responsible
for creating scripts. Both organizations have similar script layout(s). Select the correct statement that
applies to this scenario.
- A. It is not possible to share a script between the organizations.
- B. Export the script templates from Org A and import them into Org B.
- C. Export the scripts from Orq A and import them into Orq B.
- D. Export the component templates from Org A and import them into Org B.
Answer:
C
Explanation:
In Genesys Cloud CX, when managing multiple organizations with similar script layouts, you can
export scripts from one organization and import them into another. This process allows you to
maintain consistency across organizations without having to recreate the scripts from scratch.
Exporting Scripts: This involves saving the script from Org A in a format that can be transferred.
Importing Scripts: You can then import the saved script into Org B, ensuring that the script's layout,
components, and logic are retained.
This method is highly efficient for administrators managing multiple organizations with similar needs.
Reference:
Genesys Cloud CX Scripting Documentation.
Question 9
Select the correct tab to add multiple pages to your script.
- A. 1
- B. 2
- C. 3
- D. 4
Answer:
C
Explanation:
To add multiple pages to your script in Genesys Cloud CX, you would use the tab indicated as number
3 in the provided image. This tab provides access to the components and functionalities needed to
manage and navigate between different pages within a script.
This is essential for creating scripts with complex flows that require the user or agent to navigate
through multiple stages or sections within a single interaction.
Reference:
Genesys Cloud CX Scripting Documentation.
Question 10
You have just added 53 employees to Genesys Cloud CX, and one of them, Jonn Camper, has emailed
to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use
the features and functions of Genesys Cloud CX?
- A. Resend the invite.
- B. Add John to Genesys Cloud CX again so that a new invitation will be generated.
- C. Submit a ticket to Genesys Cloud CX support.
- D. Tell John to be patient and wait for the email to arrive.
Answer:
A
Explanation:
When a new user in Genesys Cloud CX, such as John Camper, does not receive the invitation email,
the best course of action is to resend the invite. This option allows you to send the invitation email
again without needing to create a new user or escalate the issue unnecessarily. Resending the invite
is a straightforward process that can be performed directly from the Genesys Cloud CX admin
interface. It ensures that John will receive the necessary instructions to activate his account and
access Genesys Cloud CX features.
This action avoids duplication of users and unnecessary delays, providing a quick resolution to the
issue.
Question 11
By default, Line Recording is disabled.
- A. True
- B. False
Answer:
A
Explanation:
By default, Line Recording is indeed disabled in Genesys Cloud CX. This default setting is designed to
comply with various regulatory and privacy requirements, where recording communications without
explicit consent or necessity could lead to legal issues. Administrators must manually enable Line
Recording based on organizational needs and after ensuring that all necessary legal and compliance
measures are in place.
Genesys Cloud CX allows detailed configurations for recording, including setting up policies that
dictate when and how interactions are recorded, ensuring that only necessary communications are
recorded and stored.
Question 12
Which of the following best defines the ACD evaluation method Best Available Skills?
- A. Looks for the first available agent and ignores any skill requirements.
- B. Matches the interaction to the first available agent who has all of the requested skills.
- C. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills.
Answer:
B
Explanation:
The Best Available Skills ACD evaluation method in Genesys Cloud CX is designed to match the
interaction with the first available agent who possesses all the required skills for the interaction. This
method ensures that interactions are handled by agents who are qualified to meet the customer's
needs, improving service quality and efficiency.
This method is part of the broader ACD (Automatic Call Distribution) system, which routes calls
based on various criteria, ensuring that customers are connected with the most suitable agents
quickly.
Question 13
Which of the following routes interactions based on an algorithm that determines the best available
agent for the interaction?
- A. Architect
- B. Automatic Call Distribution
- C. Emergency Groups
- D. Scheduling
Answer:
B
Explanation:
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.
Question 14
Which of the following attributes ensure that the interactions are routed to the most qualified agent?
(Choose two.)
- A. Languages
- B. Medians
- C. Skills
- D. Index Ratings
- E. Knowledge levels
Answer:
A, C
Explanation:
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.
Question 15
What are the default roles that permit you to edit scripts? (Choose two.)
- A. PureCloud User
- B. Outbound Admin
- C. Script Designer
- D. Master Admin
- E. Outbound Agent
Answer:
C, D
Explanation:
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.