最新 [2025年03月30日]GCX-SCR試験正確解答Genesys Cloud CX: Scripting CertificationのPDF問題
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質問 # 16
What are the default roles that permit you to edit scripts? (Choose two.)
- A. Outbound Agent
- B. Outbound Admin
- C. PureCloud User
- D. Script Designer
- E. Master Admin
正解：D、E
解説：
In Genesys Cloud CX, the permissions required to edit scripts are controlled by roles that include the necessary permissions for interacting with and modifying scripts. The Script Designer role (option C) is specifically created for individuals responsible for creating and editing scripts. It grants full access to the scripting interface and allows for script modifications. The Master Admin role (option D) also has broad permissions across the system, including editing and managing scripts, among other administrative tasks.
References to Genesys Cloud documentation indicate that other roles, like PureCloud User or Outbound Agent, do not have sufficient permissions to modify scripts. The Outbound Admin role manages outbound campaigns but does not include script editing by default.
質問 # 17
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Human Capital Management
- B. Quality Management
- C. Automatic Call Distribution
- D. Workforce Management
正解：A
解説：
Human Capital Management (HCM) is not a feature of Genesys Cloud CX contact center. Genesys Cloud CX offers features like Workforce Management (WFM), Quality Management (QM), and Automatic Call Distribution (ACD), which are integral to managing contact center operations. These features help optimize agent performance, ensure quality service delivery, and efficiently route interactions to the right agents.
HCM typically refers to broader HR systems that manage employee lifecycle processes such as recruitment, onboarding, and payroll, which are outside the scope of Genesys Cloud CX
質問 # 18
Identity the statements that correctly describe script sharing functionality in Genesys Cloud. (Choose two.)
- A. Scripts can be shared across organizations.
- B. Scripts cannot be shared across divisions.
- C. Scripts cannot be shared between users.
- D. Scripts can be shared with other users within the same organization.
正解：B、D
解説：
he correct statements about script sharing functionality in Genesys Cloud are:
* Scripts can be shared with other users within the same organization: This allows collaboration and ensures that users with the appropriate permissions can access and modify scripts as needed.
* Scripts cannot be shared across divisions: Scripts are generally confined to the division in which they were created, and sharing across divisions is restricted unless specific permissions or configurations allow it.
Sharing scripts is an essential feature for collaborative work within the same organization but is limited by the organizational structure, such as divisions.
References:
* Genesys Cloud CX Script Sharing and Permissions Documentation.
質問 # 19
Aaron is an agent who is interacting with a customer, and the call is being recorded. The customer is about to share payment information. Select the appropriate statement(s) that apply to this scenario. (Choose two.)
- A. Aaron collects the payment info without pausing the recording.
- B. Aaron transfers the interaction to a Secure Call flow that is configured to collect the payment information using IVR.
- C. Aaron invokes a Secure Pause action and collects the payment information.
- D. Aaron refrains from collecting the payment information and ensures the sensitive data is not recorded.
正解：B、C
解説：
In situations where sensitive payment information is involved, Genesys Cloud CX provides mechanisms to ensure that this data is not recorded, thereby complying with PCI-DSS and other regulatory standards:
* Secure Pause (B): Aaron can invoke a Secure Pause action to temporarily stop the recording while collecting payment information. This action ensures that sensitive information is not captured in the recording, protecting both the customer and the organization.
* Secure Call Flow (C): Alternatively, Aaron can transfer the interaction to a Secure Call flow configured to collect payment information via IVR. This method uses a secure, automated system to collect sensitive data without involving the agent or recording sensitive information.
質問 # 20
Which of the following best defines the ACD evaluation method Best Available Skills?
- A. Matches the interaction to the first available agent who has all of the requested skills.
- 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. Looks for the first available agent and ignores any skill requirements.
正解：A
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 # 21
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. Add John to Genesys Cloud CX again so that a new invitation will be generated.
- B. Tell John to be patient and wait for the email to arrive.
- C. Submit a ticket to Genesys Cloud CX support.
- D. Resend the invite.
正解：D
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 # 22
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 # 23
Select the default page name which the editor automatically adds when you create a new script.
- A. Home Page
- B. Script Page
- C. Start Page
正解：C
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 # 24
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. Export the script templates from Org A and import them into Org B.
- B. It is not possible to share a script between the organizations.
- C. Export the component 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 # 25
HTML, JavaScript for CSS is a prerequisite for configuring Genesys Cloud CX Scripts.
- A. False
- B. True
正解：A
解説：
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.
質問 # 26
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 # 27
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?
- A. Base settings
- B. Phone model
- C. Phone name
- D. Hardware ID (MAC address]
正解：D
解説：
In Genesys Cloud CX, the Hardware ID (MAC address) is what binds the phone's settings to a physical phone. When configuring a phone in Genesys Cloud CX, you need to enter the MAC address, which uniquely identifies the physical device on the network. This binding ensures that the phone configuration, including the phone model, base settings, and other details, are correctly associated with the correct physical device.
The MAC address serves as the unique identifier that allows Genesys Cloud CX to apply the appropriate settings to the correct phone, ensuring seamless operation.
質問 # 28
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. Utilization of visual controls
- D. Labels based on interaction type
- E. Classification based on interaction route
正解：A、C、D
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 # 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 component template for the header section and use it in subsequent pages.
- B. Use the script template to duplicate header sections.
- C. Use the Export-Import feature.
- D. Create a header section individually for all the pages.
正解：A
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
Once you set the page name in the script, you cannot change it later.
- A. False
- B. True
正解：A
解説：
In Genesys Cloud CX, once you set the page name in a script, you can change it later if needed. The platform allows for flexibility in managing and editing scripts, including renaming pages to better reflect their content or purpose as the script evolves.
References:
* Genesys Cloud CX Scripting Documentation.
質問 # 31
You can modify the data type of a variable once it has been created.
- A. False
- B. True
正解：A
解説：
In Genesys Cloud CX Scripting, once a variable has been created and assigned a data type, you cannot modify its data type later. This design is intentional to prevent errors that might occur if a variable's type were changed after it was already in use. Variables in Genesys Cloud CX scripting are strongly typed, meaning the type of data they hold is fixed upon their creation.
To change the type of a variable, you would need to create a new variable with the desired type and then use that instead. This ensures that the script's logic remains consistent and avoids runtime errors that could arise from unexpected data types.
This behavior is consistent with best practices in many scripting environments where strict typing is enforced to maintain stability and predictability in scripts.
For more details on variable handling in Genesys Cloud CX, you can refer to Genesys Cloud CX Scripting documentation that explicitly states these constraints to help developers write more reliable and error-free scripts.
References:
* [Genesys Cloud CX Scripting Documentation]
質問 # 32
Select the categories of Prompts in Architect. (Choose two.)
- A. Data
- B. Menu
- C. User
- D. System
正解：C、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 # 33
Which of the following statements about scripts is true?
- A. Scripts may be used for outbound dialing campaigns only.
- B. Scripts are only used to configure flows when setting up Architect.
- C. Scripts can be used for inbound interactions only.
- 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 # 34
The ___________ tab in the right pane lists the errors in the script and helps you to locate them.
- A. Debug
- B. Validation
- C. Container
- D. Actions
正解：B
解説：
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.
質問 # 35
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. 2,1,5,4,3
- B. 5,4,2,3,1
- C. 1,2,5,3,4
- D. 2,3,4,1,5
正解：A
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 # 36
Where are Genesys Cloud CX call recordings stored by default?
- A. Microsoft Azure Cloud
- B. AWS Cloud
- C. Google Cloud Platform
- D. On-premises servers
正解：B
解説：
Genesys Cloud CX stores call recordings by default on AWS Cloud. AWS (Amazon Web Services) is the cloud service provider used by Genesys Cloud CX for its infrastructure, which includes the storage of call recordings. This cloud-based storage ensures scalability, reliability, and accessibility of call recordings, supporting various compliance and data retention needs.
This setup provides the benefits of cloud storage, including high availability, security, and easy access to recordings from anywhere.
質問 # 37
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