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Genesys Cloud CX: Scripting Certification Sample Questions (Q59-Q64):

NEW QUESTION # 59
In Genesys Cloud, what features or aspects classify scripts? (Choose three.)

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

Answer: A,B,C

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 # 60
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 # 61
HTML, JavaScript for CSS is a prerequisite for configuring Genesys Cloud CX Scripts.

A. False
B. True

Answer: A

Explanation:
HTML, JavaScript, or CSS knowledge is not a prerequisite for configuring Genesys Cloud CX Scripts. The scripting interface in Genesys Cloud CX is designed to be user-friendly, allowing users to create and configure scripts using a visual editor without needing to know web development languages like HTML, JavaScript, or CSS. The platform abstracts these complexities, making it accessible to users with varying technical backgrounds.
References:
* Genesys Cloud CX Scripting Documentation.

NEW QUESTION # 62
Identify the script property which is used for exchanging or passing data from one application to another that is unrelated to the call.

A. UUI
B. Data Actions
C. Callback
D. Outbound

Answer: A

Explanation:
UUI (User-to-User Information) is the script property used for exchanging or passing data from one application to another that is unrelated to the call itself. UUI data is often used in scenarios where information needs to be transferred alongside a call but is not directly related to the telephony functions, such as passing customer data between different systems within an organization.
This capability is essential for integrating various systems and ensuring that relevant data accompanies interactions throughout different touchpoints.

NEW QUESTION # 63
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?

A. Scheduling
B. Emergency Groups
C. Architect
D. Automatic Call Distribution

Answer: D

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.

NEW QUESTION # 64
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