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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	Script Editor Interface: This section covers familiarity with the layout and various components of the editor that is essential for efficient script development.
Topic 3	Script Management: In this section, focus is given to script management which involves ongoing tasks such as editing and deleting scripts as necessary.
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	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.

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Genesys Cloud CX: Scripting Certification Sample Questions (Q28-Q33):

NEW QUESTION # 28
Which of the following best defines the ACD evaluation method Best Available Skills?

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

Answer: B

NEW QUESTION # 29
Which action in a contact center allows agents to transfer interactions seamlessly without requiring them to remember the destination?

A. Invoke Secureflow
B. Consult Transfer
C. Schedule Callback
D. Blind Transfer

Answer: B

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.
References:
* Genesys Cloud CX Interaction Management Documentation.

NEW QUESTION # 30
When should you consider using custom templates in the Genesys Cloud script editor?

A. To store visual elements like graphics.
B. To enable advanced features within the script.
C. To create a one-time script without reuse.
D. To create multiple scripts with similar requirements.

Answer: D

Explanation:
Custom templates in the Genesys Cloud script editor are particularly useful when you need to create multiple scripts with similar requirements. These templates allow for consistent design and functionality across various scripts, saving time and ensuring uniformity in how interactions are handled. They are not typically used for one-time scripts or to store visual elements like graphics but are focused on reuse and consistency across multiple scripts.
References:
* Genesys Cloud CX Scripting Templates Documentation.

NEW QUESTION # 31
Allen is creating a script to populate the customer's details. He needs to display the total due from the previous month's bill and the present month's bill to the agent. Both bill amounts are passed to the scripts as string values. Select the appropriate answer.

A. Use the Dynamic Number variable to add the bill amounts.
B. Convert the string values to numbers and add them using a Dynamic Number variable.
C. Use the Dynamic String variable to add the billing amount.
D. Add the bill amounts together using the String variable.

Answer: B

Explanation:
When dealing with billing amounts passed as string values in a script, the correct approach is to convert the string values to numbers and then add them using a Dynamic Number variable. This ensures that the values are treated as numerical data, allowing for accurate addition and calculations.
Using a Dynamic Number variable after conversion from string to number is the best practice for handling and manipulating numerical data within a script.
References:
* Genesys Cloud CX Scripting Variables and Data Types Documentation.

NEW QUESTION # 32
The ___________ tab in the right pane lists the errors in the script and helps you to locate them.

A. Validation
B. Container
C. Debug
D. Actions

Answer: 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.
References:
* Genesys Cloud CX Scripting Documentation.

NEW QUESTION # 33
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