試験準備には欠かさない！GCX-SCR問題解答でGCX-SCR試験問題集
リアルGenesys GCX-SCR試験問題 [更新されたのは2025年]
Genesys GCX-SCR 認定試験の出題範囲：
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質問 # 23
What are the key components and functionalities of scripts used to present information to agents? (Choose four.)
- A. Text
- B. Editor
- C. Navigational Aids
- D. Reports
- E. Graphics
- 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 # 24
A Branch Site can be converted to a Core Site when:
- A. The option "Change to Core Site" is selected.
- B. An Edge is assigned to the Branch Site.
- C. The Location assigned to the Branch Site is deleted.
- D. An existing Core Site is demoted to a Branch Site.
正解：B
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 # 25
Is it possible to transfer data to and from scripts?
- A. No
- B. Yes
正解：B
解説：
It is possible to transfer data to and from scripts in Genesys Cloud CX. This capability is fundamental to creating interactive and dynamic scripts that can respond to real-time information and update the system based on user inputs. Data can be passed into scripts from external sources such as databases or other services, and data collected during an interaction can be sent back to the system for further processing or storage.
This data transfer allows for scripts to be highly customizable and context-sensitive, enhancing the overall effectiveness of customer interactions.
質問 # 26
Select the categories of Prompts in Architect. (Choose two.)
- A. User
- B. Menu
- C. Data
- D. System
正解：A、D
解説：
In Genesys Cloud CX Architect, prompts are categorized into several types. The most relevant categories in this context are:
* User Prompts: These are custom prompts created by users for specific needs. They are typically used for custom messages or instructions that are not covered by the standard system prompts.
* System Prompts: These are built-in prompts provided by Genesys Cloud CX that handle common interactions and system messages. They cover a wide range of standard functionalities like greetings, error messages, and menu navigation prompts.
These two categories are fundamental for managing and customizing how audio prompts are used within the Genesys Cloud CX platform.
References:
* Genesys Cloud CX Architect Documentation.
質問 # 27
Which of the following statements about scripts is true?
- A. Scripts can be used for inbound interactions only.
- B. Scripts can be used in all types of interactions.
- C. Scripts are only used to configure flows when setting up Architect.
- D. Scripts may be used for outbound dialing campaigns only.
正解：B
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 # 28
By default, Line Recording is disabled.
- A. False
- B. True
正解：B
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 # 29
You are creating a script with multiple pages that have a common header section. Choose an efficient way to create multiple page scripts.
- A. Create a header section individually for all the pages.
- B. Create a component template for the header section and use it in subsequent pages.
- C. Use the script template to duplicate header sections.
- D. Use the Export-Import feature.
正解：B
解説：
The most efficient way to create multiple pages in a script that share a common header section is to create a component template for the header. This template can then be reused on each page, ensuring consistency and saving time. By using a component template, you only need to design the header once and can easily apply it across all pages. This approach also makes updates easier, as changes to the header template will automatically reflect on all pages using that template.
Creating individual headers for each page or duplicating them using a script template would be less efficient and prone to inconsistencies.
質問 # 30
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
正解：D
解説：
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.
質問 # 31
When should you consider using custom templates in the Genesys Cloud script editor?
- A. To create a one-time script without reuse.
- B. To store visual elements like graphics.
- C. To enable advanced features within the script.
- D. To create multiple scripts with similar requirements.
正解：D
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 # 32
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. 2,3,4,1,5
- B. 2,1,5,4,3
- C. 5,4,2,3,1
- D. 1,2,5,3,4
正解：B
解説：
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.
質問 # 33
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 shared with other administrators.
- B. The script is assigned to an outbound dialing campaign.
- C. The script is locked for editing.
- D. The script contains critical information.
正解：B
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 # 34
Which components are bound together to add a scheduled callback option to your script?
- A. Contact List form and Button
- B. Date/Time Input and Button
- C. Date/Time and Input
- D. Text and Button
正解：B
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 # 35
In Genesys Cloud, what features or aspects classify scripts? (Choose three.)
- A. Integration of text and graphics
- B. Creation of interaction-specific script templates
- C. Classification based on interaction route
- D. Labels based on interaction type
- E. Utilization of visual controls
正解：A、D、E
解説：
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.
質問 # 36
A number plan determines how many and which digits are necessary for call routing.
- A. False
- B. True
正解：B
解説：
A number plan in telephony determines how many and which digits are necessary for call routing. This concept is essential for defining how calls are processed and routed within a telephony system, including Genesys Cloud CX. The number plan dictates the structure of phone numbers, including length and the specific digits required to reach certain destinations, ensuring that calls are directed correctly based on the dialed numbers.
References:
* Genesys Cloud CX Telephony and Call Routing Documentation.
質問 # 37
You have just added 53 employees to Genesys Cloud CX, and one of them, Jonn Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
- A. Resend the invite.
- B. Submit a ticket to Genesys Cloud CX support.
- C. Tell John to be patient and wait for the email to arrive.
- D. Add John to Genesys Cloud CX again so that a new invitation will be generated.
正解：A
解説：
When a new user in Genesys Cloud CX, such as John Camper, does not receive the invitation email, the best course of action is to resend the invite. This option allows you to send the invitation email again without needing to create a new user or escalate the issue unnecessarily. Resending the invite is a straightforward process that can be performed directly from the Genesys Cloud CX admin interface. It ensures that John will receive the necessary instructions to activate his account and access Genesys Cloud CX features.
This action avoids duplication of users and unnecessary delays, providing a quick resolution to the issue.
質問 # 38
Select the default page name which the editor automatically adds when you create a new script.
- A. Home Page
- B. Start Page
- C. Script Page
正解：B
解説：
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.
質問 # 39
Once you create a custom field on your profile, it cannot be deleted from the Admin interface.
- A. False
- B. True
正解：B
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 # 40
You cannot schedule a callback for more than 30 days in advance.
- A. False
- B. True
正解：A
解説：
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.
質問 # 41
Using the variables named 'value' and 'currency', you must create a syntax to display 10$. Choose the correct option. Variables: value = 10, currency =$.
- A. {value} + {currency)}
- B. {value} {currency}
- C. {{value}}{{currency}}
- D. {{value}} + {{currency}}
正解：C
解説：
The correct syntax to display "10$" using the variables value and currency in Genesys Cloud CX scripting is
{{value}}{{currency}}. This syntax correctly concatenates the two variables without any additional characters or spaces, ensuring that the result is displayed as "10$" on the script page.
質問 # 42
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