Free Genesys GCX-SCR Practice Exam with Questions & Answers

Scripts in Genesys Cloud CX can be used for various types of interactions, including inbound and outbound calls, chat sessions, emails, and more. Scripts help guide agents through interactions by providing them with relevant information and prompts based on the interaction context. This flexibility allows scripts to be integrated across different channels, ensuring a consistent customer experience regardless of the interaction type.

Scripts are not limited to outbound campaigns or configuring flows in Architect; they are a versatile tool within the Genesys Cloud CX platform.

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.

References 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.

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.

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.

References:

Genesys Cloud CX Architect Documentation​​​.

To create a script that allows agents to write data to an external CRM, the correct sequence of steps is as follows:

Configure the CRM integration in Genesys Cloud CX: Before any scripting can take place, the CRM must be integrated with Genesys Cloud CX. This integration setup is the foundation that allows data to flow between the two systems.

Create a Script: Once the integration is configured, you can create a new script that will be used by agents to interact with the CRM.

Enable the Data Actions property in the script: This property must be enabled to allow the script to perform data actions, which include sending and receiving data from the CRM.

Configure the respective data action of the configured CRM in Scripts: After enabling Data Actions, you must set up the specific actions that will interact with the CRM, such as writing data to a contact record.

Give necessary permission to agents to view and execute data actions: Finally, you must ensure that agents have the appropriate permissions to execute these data actions, which may involve granting them specific roles or permissions in Genesys Cloud CX.

This sequence ensures that all necessary configurations and permissions are in place before agents start interacting with the CRM through the script.

References:

Genesys Cloud CX Data Actions and Scripting Documentation​​​.

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.

References:

Genesys Cloud CX Scripting Documentation​​​.

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.

References:

Genesys Cloud CX Scripting Documentation​​​.

he correct statements about script sharing functionality in Genesys Cloud are:

Scripts can be shared with other users within the same organization: This allows collaboration and ensures that users with the appropriate permissions can access and modify scripts as needed.

Scripts cannot be shared across divisions: Scripts are generally confined to the division in which they were created, and sharing across divisions is restricted unless specific permissions or configurations allow it.

Sharing scripts is an essential feature for collaborative work within the same organization but is limited by the organizational structure, such as divisions.

References:

Genesys Cloud CX Script Sharing and Permissions Documentation​​​.

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.

References:

Genesys Cloud CX Scripting Documentation​​​.

By default, Genesys Cloud CX scripting does not have a separate data type specifically for decimals. Instead, decimals are typically handled as numbers within the existing number data type. This means that decimal values can be used, but they are not explicitly differentiated from integers by a distinct data type in the scripting environment.

References:

Genesys Cloud CX Scripting Data Types Documentation​​​.