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

Answer : B

The Secure Pause action in Genesys Cloud CX is used to temporarily stop the recording of an interaction, particularly when sensitive information, such as payment details, is being collected. This action is essential for compliance with data protection regulations like PCI-DSS, ensuring that sensitive data is not recorded or stored.

Using Secure Pause ensures that the recording is automatically resumed after the sensitive information has been captured, maintaining the integrity of the interaction while protecting customer data.

Answer : C

In Genesys Cloud CX, a Component Template contains one or more visual components that can be inserted into a script page. These templates are designed to provide reusable UI elements that can be consistently applied across different scripts. Using component templates helps in maintaining uniformity and speeding up the script creation process by allowing script designers to easily drag and drop pre-defined components into their scripts.

Component templates can include items such as buttons, text fields, and other interactive elements that are commonly used within the scripts.

Answer : A, C, D

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.

Answer : A, C, E, F

The key components and functionalities of scripts used to present information to agents in Genesys Cloud CX include:

Visual controls: These are interactive elements like buttons, dropdowns, and checkboxes that agents can use to interact with the script.

Text: Text components are used to display information, instructions, or data to the agents within the script.

Navigational Aids: These help agents move through the script logically, guiding them from one section or page to another.

Graphics: Graphics can be used to enhance the visual presentation of the script, making it more engaging and easier to follow.

These components are integral to designing effective scripts that aid agents in their tasks by providing the necessary tools and information in a user-friendly format.

Genesys Cloud CX Script Components Documentation.

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, D

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.

Genesys Cloud CX Architect Documentation.

Answer : A

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.

Genesys Cloud CX Scripting Documentation.