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
Correct Answer: A
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.
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
Correct Answer: B
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]
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.
Correct Answer: A, D
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.
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}}
Correct Answer: D
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.
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
Correct Answer: C
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]
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
Correct Answer: A
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.
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
Correct Answer: A, D
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.
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.
Correct Answer: C
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.
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
Correct Answer: C
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.
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.
Correct Answer: A
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.
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
Correct Answer: A
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.
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.
Correct Answer: B
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.
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
Correct Answer: B
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.
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
Correct Answer: A, C
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.
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
Correct Answer: C, D
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.
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.
Question #16
You cannot schedule a callback for more than 30 days in advance.
- A . True
- B . False
Correct Answer: B
B
Explanation:
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.
Reference: Genesys Cloud CX Callback Feature Documentation.
B
Explanation:
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.
Reference: Genesys Cloud CX Callback Feature Documentation.
Question #17
Which action in a contact center allows agents to transfer interactions seamlessly without requiring them to remember the destination?
- A . Consult Transfer
- B . Invoke Secureflow
- C . Blind Transfer
- D . Schedule Callback
Correct Answer: A
A
Explanation:
The Consult Transfer action in a contact center allows agents to transfer interactions seamlessly without needing to remember the destination. This type of transfer allows the agent to consult with the destination party before completing the transfer, ensuring that the interaction is handled smoothly and that the receiving party is fully informed.
This feature is particularly useful in complex customer service scenarios where context needs to be
preserved during the transfer.
Reference: Genesys Cloud CX Interaction Management Documentation.
A
Explanation:
The Consult Transfer action in a contact center allows agents to transfer interactions seamlessly without needing to remember the destination. This type of transfer allows the agent to consult with the destination party before completing the transfer, ensuring that the interaction is handled smoothly and that the receiving party is fully informed.
This feature is particularly useful in complex customer service scenarios where context needs to be
preserved during the transfer.
Reference: Genesys Cloud CX Interaction Management Documentation.
Question #18
What property should you enable for a variable whose value is to be saved to external storage?
- A . Custom
- B . Input
- C . Output
- D . External
Correct Answer: C
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
Question #18
What property should you enable for a variable whose value is to be saved to external storage?
- A . Custom
- B . Input
- C . Output
- D . External
Correct Answer: C
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
Question #18
What property should you enable for a variable whose value is to be saved to external storage?
- A . Custom
- B . Input
- C . Output
- D . External
Correct Answer: C
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
Question #18
What property should you enable for a variable whose value is to be saved to external storage?
- A . Custom
- B . Input
- C . Output
- D . External
Correct Answer: C
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
Question #18
What property should you enable for a variable whose value is to be saved to external storage?
- A . Custom
- B . Input
- C . Output
- D . External
Correct Answer: C
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
Question #18
What property should you enable for a variable whose value is to be saved to external storage?
- A . Custom
- B . Input
- C . Output
- D . External
Correct Answer: C
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
C
Explanation:
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.
Reference: Genesys Cloud CX Scripting Variables Documentation.
Question #24
Enable the Data Actions property in the script.
- A . 2,3,4,1,5
- B . 2,1,5,4,3
- C . 1,2,5,3,4
- D . 5,4,2,3,1
Correct Answer: B
B
Explanation:
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.
Reference: Genesys Cloud CX Data Actions and Scripting Documentation.
B
Explanation:
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.
Reference: Genesys Cloud CX Data Actions and Scripting Documentation.
Question #25
Which dialing mode dials multiple contacts once an agent becomes available?
- A . Power
- B . Predictive
- C . Progressive
- D . Agentless
Correct Answer: B
B
Explanation:
The Predictive dialing mode in Genesys Cloud CX is designed to dial multiple contacts at once before an agent becomes available. This mode predicts when an agent will become available and starts dialing in advance to maximize agent talk time and minimize idle time. By calling multiple contacts simultaneously, it ensures that an agent is almost always engaged, improving campaign efficiency and throughput.
This dialing mode is particularly effective in large-scale outbound campaigns where maximizing contact rates and minimizing downtime is critical.
B
Explanation:
The Predictive dialing mode in Genesys Cloud CX is designed to dial multiple contacts at once before an agent becomes available. This mode predicts when an agent will become available and starts dialing in advance to maximize agent talk time and minimize idle time. By calling multiple contacts simultaneously, it ensures that an agent is almost always engaged, improving campaign efficiency and throughput.
This dialing mode is particularly effective in large-scale outbound campaigns where maximizing contact rates and minimizing downtime is critical.