Genesys GCX-SCR Genesys Cloud CX: Scripting Certification Exam Practice Test
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Question 1
Which of the following best defines the ACD evaluation method Best Available Skills?
Answer : B
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 2
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.
Answer : D
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.
Genesys Cloud CX Scripting Documentation.
Question 3
What property should you enable for a variable whose value is to be saved to external storage?
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.
In Genesys Cloud, what features or aspects classify scripts? (Choose three.)
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.
Question 5
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
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.
Question 6
You cannot schedule a callback for more than 30 days in advance.
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.
Question 7
What are the key components and functionalities of scripts used to present information to agents? (Choose four.)
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.
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