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Free PDF Quiz 2025 Genesys GCX-SCR: Genesys Cloud CX: Scripting Certification Updated Reliable Study Materials

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Genesys GCX-SCR Exam Syllabus Topics:

Topic
Details

Topic 1

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 2

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 3

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 4

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

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 (Q45-Q50):

NEW QUESTION # 45
Which of the following best defines the ACD evaluation method Best Available Skills?

A. Matches the interaction to the first available agent who has all of the requested skills.
B. Looks for the first available agent and ignores any skill requirements.
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: A

NEW QUESTION # 46
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

A. Skills
B. Languages
C. Knowledge levels
D. Index Ratings
E. Medians

Answer: A,B

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.

NEW QUESTION # 47
In Genesys Cloud, what features or aspects classify scripts? (Choose three.)

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

Answer: A,C,D

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 # 48
Select the default page name which the editor automatically adds when you create a new script.

A. Script Page
B. Home Page
C. Start Page

Answer: C

Explanation:
The default page name that the editor automatically adds when you create a new script in Genesys Cloud CX is Start Page. This page serves as the initial landing page of the script, and it typically contains the first set of instructions or content that the agent will see when the script is launched.

NEW QUESTION # 49
You can combine Genesys Cloud CX Voice and BYOC Cloud to get the benefits of both cloud telephony connection options.

A. True
B. False

Answer: A

Explanation:
You can indeed combine Genesys Cloud CX Voice with BYOC Cloud to leverage the benefits of both cloud telephony connection options. Genesys Cloud CX Voice provides a fully managed telephony service, while BYOC (Bring Your Own Carrier) Cloud allows you to use your own telephony provider. Combining these options can give your organization flexibility, allowing you to maintain existing carrier relationships while benefiting from the scalability and management features of Genesys Cloud CX.

NEW QUESTION # 50
......

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