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Genesys GCX-SCR Exam Syllabus Topics:

Topic
Details

Topic 1

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

Topic 2

Script Management: In this section, focus is given to script management which involves ongoing tasks such as editing and deleting scripts as necessary.

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

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 5

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.

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Genesys Cloud CX: Scripting Certification Sample Questions (Q47-Q52):

NEW QUESTION # 47
Once you set the page name in the script, you cannot change it later.

A. True
B. False

Answer: B

Explanation:
In Genesys Cloud CX, once you set the page name in a script, you can change it later if needed. The platform allows for flexibility in managing and editing scripts, including renaming pages to better reflect their content or purpose as the script evolves.
References:
* Genesys Cloud CX Scripting Documentation.

NEW QUESTION # 48
By default, scripting doesn't have a separate data type for decimals.

A. False
B. True

Answer: B

Explanation:
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.

NEW QUESTION # 49
In Genesys Cloud, what features or aspects classify scripts? (Choose three.)

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

Answer: A,B,E

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 # 50
Aaron is an agent who is interacting with a customer, and the call is being recorded. The customer is about to share payment information. Select the appropriate statement(s) that apply to this scenario. (Choose two.)

A. Aaron invokes a Secure Pause action and collects the payment information.
B. Aaron transfers the interaction to a Secure Call flow that is configured to collect the payment information using IVR.
C. Aaron collects the payment info without pausing the recording.
D. Aaron refrains from collecting the payment information and ensures the sensitive data is not recorded.

Answer: A,B

Explanation:
In situations where sensitive payment information is involved, Genesys Cloud CX provides mechanisms to ensure that this data is not recorded, thereby complying with PCI-DSS and other regulatory standards:
* Secure Pause (B): Aaron can invoke a Secure Pause action to temporarily stop the recording while collecting payment information. This action ensures that sensitive information is not captured in the recording, protecting both the customer and the organization.
* Secure Call Flow (C): Alternatively, Aaron can transfer the interaction to a Secure Call flow configured to collect payment information via IVR. This method uses a secure, automated system to collect sensitive data without involving the agent or recording sensitive information.

NEW QUESTION # 51
Select the default page name which the editor automatically adds when you create a new script.

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

Answer: A

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 # 52
......

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