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Genesys Cloud CX: Scripting Certification Sample Questions (Q54-Q59):

NEW QUESTION # 54
When should you consider using custom templates in the Genesys Cloud script editor?

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

Answer: A

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 # 55
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. 2,3,4,1
B. 2,4,3,1
C. 2,4,1,3
D. 1,2,3,4

Answer: C

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.
References:
* Genesys Cloud CX Scripting Documentation.

NEW QUESTION # 56
You are a contact center administrator and are required to create a script to allow agents to write data to an external CRM. Select the correct sequence.
1. Create a Script.
2. Configure the CRM integration in Genesys Cloud CX.
3. Give necessary permission to agents to view and execute data actions.
4. Configure the respective data action of the configured CRM in Scripts.
5. Enable the Data Actions property in the script.

A. 1,2,5,3,4
B. 2,1,5,4,3
C. 5,4,2,3,1
D. 2,3,4,1,5

Answer: 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.
References:
* Genesys Cloud CX Data Actions and Scripting Documentation.

NEW QUESTION # 57
You cannot schedule a callback for more than 30 days in advance.

A. False
B. True

Answer: A

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.
References:
* Genesys Cloud CX Callback Feature Documentation.

NEW QUESTION # 58
Every script page has a horizontal stack container placed in it by default.

A. False
B. True

Answer: A

Explanation:
In Genesys Cloud CX, every script page does not have a horizontal stack container placed in it by default.
While horizontal stack containers are available and can be added to organize content horizontally, they are not automatically included on every script page. The default setup for a new page is typically empty, allowing the script designer to add components and containers as needed.

NEW QUESTION # 59
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