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質問 # 11
You are working on a script and need to add new variables to it. Select the correct tab to add variables.
- A. 0
- B. 1
- C. 2
- D. 3
正解：C
解説：
In the image provided, the correct tab to add variables to the script is labeled as number 3. This tab represents the "Variables" section where you can define new variables that will be used in your script. Variables are crucial in scripts as they allow for dynamic content, enabling personalized interactions based on data such as customer names, account details, and other context-specific information.
質問 # 12
A Branch Site can be converted to a Core Site when:
- A. An Edge is assigned to the Branch Site.
- B. The Location assigned to the Branch Site is deleted.
- C. The option "Change to Core Site" is selected.
- D. An existing Core Site is demoted to a Branch Site.
正解：A
解説：
In Genesys Cloud CX, a Branch Site can be converted to a Core Site when an Edge is assigned to the Branch Site. The Edge device is essential for routing and managing interactions, and its presence elevates the site from a Branch Site to a Core Site, giving it the full capabilities associated with Core Sites. This conversion is part of the network architecture and is critical for managing and optimizing interaction routing and resource allocation.
References:
* Genesys Cloud CX Site and Edge Management Documentation.
質問 # 13
By default, Line Recording is disabled.
- A. True
- B. False
正解：A
解説：
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.
質問 # 14
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. 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.
- C. Matches the interaction to the first available agent who has all of the requested skills.
正解：C
質問 # 15
Select the correct tab to add multiple pages to your script.
- A. 0
- B. 1
- C. 2
- D. 3
正解：C
解説：
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.
References:
* Genesys Cloud CX Scripting Documentation.
質問 # 16
_______________ binds the numbering plan with the trunk.
- A. Edge
- B. Inbound route
- C. Outbound route
- D. Edge Group
正解：C
解説：
In Genesys Cloud CX, an Outbound route binds the numbering plan with the trunk. The outbound route determines how calls are routed out of the system, specifying which trunk to use based on the dialed number.
This configuration ensures that calls are routed correctly according to the organization's numbering plan and the available trunks.
質問 # 17
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
正解：C
解説：
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.
References:
* Genesys Cloud CX Scripting Variables Documentation.
質問 # 18
Every script page has a horizontal stack container placed in it by default.
- A. False
- B. True
正解：A
解説：
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.
質問 # 19
What are the key components and functionalities of scripts used to present information to agents? (Choose four.)
- A. Graphics
- B. Editor
- C. Text
- D. Reports
- E. Navigational Aids
- F. Visual controls
正解：A、C、E、F
解説：
The key components and functionalities of scripts used to present information to agents in Genesys Cloud CX include:
* Visual controls: These are interactive elements like buttons, dropdowns, and checkboxes that agents can use to interact with the script.
* Text: Text components are used to display information, instructions, or data to the agents within the script.
* Navigational Aids: These help agents move through the script logically, guiding them from one section or page to another.
* Graphics: Graphics can be used to enhance the visual presentation of the script, making it more engaging and easier to follow.
These components are integral to designing effective scripts that aid agents in their tasks by providing the necessary tools and information in a user-friendly format.
References:
* Genesys Cloud CX Script Components Documentation.
質問 # 20
You are a contact center administrator responsible for managing scripts. When you attempt to delete a script from the Scripts page, you encounter an issue preventing the deletion. What might be the potential reason preventing the script's deletion?
- A. The script is assigned to an outbound dialing campaign.
- B. The script is shared with other administrators.
- C. The script is locked for editing.
- D. The script contains critical information.
正解：A
解説：
In Genesys Cloud CX, a script cannot be deleted if it is currently assigned to an active outbound dialing campaign. The system prevents deletion to ensure that ongoing operations are not disrupted. This measure protects the integrity of the campaign, ensuring that agents continue to have access to the necessary scripts during interactions.
Before attempting to delete the script, you must first unassign it from the campaign or ensure that the campaign is no longer active.
質問 # 21
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 component templates from Org A and import them into Org B.
- C. Export the script templates from Org A and import them into Org B.
- D. Export the scripts from Orq A and import them into Orq B.
正解：D
解説：
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.
References:
* Genesys Cloud CX Scripting Documentation.
質問 # 22
When should you consider using custom templates in the Genesys Cloud script editor?
- A. To create a one-time script without reuse.
- B. To create multiple scripts with similar requirements.
- C. To enable advanced features within the script.
- D. To store visual elements like graphics.
正解：B
解説：
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.
質問 # 23
The ________________ allows you to easily format text using Markdown syntax.
- A. Markdown Component
- B. Input Component
- C. Text Component
- D. Image Component
正解：A
解説：
The Markdown Component in Genesys Cloud CX allows you to easily format text using Markdown syntax.
This component is specifically designed for handling text formatting within scripts, enabling the use of Markdown to add styling such as bold, italics, headings, lists, and more. This provides a flexible and user- friendly way to enhance the visual presentation of text in scripts.
質問 # 24
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. 1,2,3,4
- B. 2,4,3,1
- C. 2,4,1,3
- D. 2,3,4,1
正解：C
解説：
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.
質問 # 25
Which components are bound together to add a scheduled callback option to your script?
- A. Text and Button
- B. Contact List form and Button
- C. Date/Time and Input
- D. Date/Time Input and Button
正解：D
解説：
To add a scheduled callback option to your script in Genesys Cloud CX, the components that need to be bound together are the Date/Time Input and a Button.
* Date/Time Input: This component allows the agent or customer to select a specific date and time for the callback.
* Button: This component is used to submit the selected date and time, triggering the scheduling of the callback.
These two components work together to enable the scheduling functionality within the script, allowing for the seamless setup of callbacks based on the user's input.
References:
* Genesys Cloud CX Scripting Components Documentation.
質問 # 26
You can combine Genesys Cloud CX Voice and BYOC Cloud to get the benefits of both cloud telephony connection options.
- A. True
- B. False
正解：A
解説：
You can indeed combine Genesys Cloud CX Voice with BYOC Cloud to leverage the benefits of both cloud telephony connection options. Genesys Cloud CX Voice provides a fully managed telephony service, while BYOC (Bring Your Own Carrier) Cloud allows you to use your own telephony provider. Combining these options can give your organization flexibility, allowing you to maintain existing carrier relationships while benefiting from the scalability and management features of Genesys Cloud CX.
質問 # 27
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. 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.
- C. Matches the interaction to the first available agent who has all of the requested skills.
正解：C
解説：
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.
質問 # 28
Which of the following statements about scripts is true?
- A. Scripts can be used for inbound interactions only.
- B. Scripts may be used for outbound dialing campaigns only.
- C. Scripts are only used to configure flows when setting up Architect.
- D. Scripts can be used in all types of interactions.
正解：D
解説：
Scripts in Genesys Cloud CX can be used for various types of interactions, including inbound and outbound calls, chat sessions, emails, and more. Scripts help guide agents through interactions by providing them with relevant information and prompts based on the interaction context. This flexibility allows scripts to be integrated across different channels, ensuring a consistent customer experience regardless of the interaction type.
Scripts are not limited to outbound campaigns or configuring flows in Architect; they are a versatile tool within the Genesys Cloud CX platform.
質問 # 29
Once you create a custom field on your profile, it cannot be deleted from the Admin interface.
- A. True
- B. False
正解：A
解説：
In Genesys Cloud CX, once a custom field is created on a user's profile, it cannot be deleted via the Admin interface. This restriction ensures that profile data integrity is maintained and that data linked to custom fields is not accidentally lost or compromised. While you can update or modify custom fields, deleting them entirely from the admin interface is not an option.
質問 # 30
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