検証済みのGCX-SCR試験問題集PDF [2024年最新] 成功の秘訣はここにある
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Genesys GCX-SCR 認定試験の出題範囲：
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質問 # 10
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. 2,4,3,1
- B. 2,4,1,3
- C. 1,2,3,4
- D. 2,3,4,1
正解：B
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 # 11
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. Matches the interaction to the first available agent who has all of the requested skills.
- C. 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.
正解：B
質問 # 12
Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)
- A. You must have the basic profile data for all users at the new location.
- B. You must collect general information such as building address, number of floors, location contact information, etc.
- C. You must have Admin rights to Genesys Cloud CX.
- D. You must have images of all the users located at the new location.
- E. You must know the exact coordinates of the new building.
正解：B、C
解説：
When adding a new location to Genesys Cloud CX, the prerequisites include:
* General Information (C): This includes the building's address, the number of floors, and contact information for the location. This data is essential for accurately setting up the location within the platform.
* Admin Rights (E): You must have administrative rights to perform this task within Genesys Cloud CX.
Admin privileges are necessary to access the system's settings and to configure new locations.
Coordinates or images of users are not required to add a new location, making these options unnecessary for this task.
質問 # 13
Is it possible to transfer data to and from scripts?
- A. Yes
- B. No
正解：A
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 # 14
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Workforce Management
- B. Automatic Call Distribution
- C. Human Capital Management
- D. Quality Management
正解：C
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 # 15
You are working on a complex script that has multiple stack containers and components placed inside each other. You could use the feature to make sure you've selected the correct component or container.
- A. Debug
- B. Validate
- C. Nesting Indicators
- D. Container
正解：C
解説：
When working on a complex script in Genesys Cloud CX that includes multiple stack containers and components nested within each other, Nesting Indicators are a helpful feature to ensure that you have selected the correct component or container. These indicators visually show the hierarchy of components within the script, making it easier to navigate and edit complex structures.
Using Nesting Indicators helps avoid errors by providing a clear view of how elements are organized within the script, ensuring that modifications are applied to the correct components.
質問 # 16
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：D
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 # 17
Which of the following statements about scripts is true?
- A. Scripts are only used to configure flows when setting up Architect.
- B. Scripts can be used for inbound interactions only.
- C. Scripts may be used for outbound dialing campaigns 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 # 18
HTML, JavaScript for CSS is a prerequisite for configuring Genesys Cloud CX Scripts.
- A. True
- B. False
正解：B
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 # 19
Which of the following statements about templates in scripting are true? (Choose two.)
- A. A script template contains a single saved component such as text, or a layout of components such as a horizontal stack container.
- B. Use a component template when you create a new script.
- C. Component templates are parts of a page that you can reuse in other scripts.
- D. Script templates are entire scripts that have been packaged for reuse.
正解：C、D
解説：
In Genesys Cloud CX Scripting, templates play a vital role in creating reusable elements for various scripts, streamlining the development process.
* Script Templates: These are entire scripts that have been packaged for reuse. They serve as a starting point for new scripts, allowing users to replicate existing scripts quickly without having to rebuild them from scratch. This is particularly useful for creating standardized scripts across different campaigns or use cases.
* Component Templates: These refer to parts of a page that can be reused in other scripts. Component templates are particularly helpful when you need to reuse specific UI elements or layouts across multiple scripts. For instance, if a script has a specific layout or a component, such as a customer information panel, that needs to appear in multiple scripts, you can create a component template for it.
This ensures consistency and saves development time.
References:
* Genesys Cloud CX Scripting Documentation.
質問 # 20
Identify the template that contains one or more visual components that you can insert into a script page.
- A. Component Template
- B. Script Template
- C. Custom Template
正解：A
解説：
In Genesys Cloud CX, a Component Template contains one or more visual components that can be inserted into a script page. These templates are designed to provide reusable UI elements that can be consistently applied across different scripts. Using component templates helps in maintaining uniformity and speeding up the script creation process by allowing script designers to easily drag and drop pre-defined components into their scripts.
Component templates can include items such as buttons, text fields, and other interactive elements that are commonly used within the scripts.
質問 # 21
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 refrains from collecting the payment information and ensures the sensitive data is not recorded.
- B. Aaron collects the payment info without pausing the recording.
- C. Aaron transfers the interaction to a Secure Call flow that is configured to collect the payment information using IVR.
- D. Aaron invokes a Secure Pause action and collects the payment information.
正解：C、D
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 # 22
You can combine Genesys Cloud CX Voice and BYOC Cloud to get the benefits of both cloud telephony connection options.
- A. False
- B. True
正解：B
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 # 23
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. Submit a ticket to Genesys Cloud CX support.
- C. Tell John to be patient and wait for the email to arrive.
- 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 # 24
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 contains critical information.
- B. The script is shared with other administrators.
- C. The script is locked for editing.
- D. The script is assigned to an outbound dialing campaign.
正解：D
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 # 25
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
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 # 26
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Automatic Call Distribution
- B. Emergency Groups
- C. Architect
- D. Scheduling
正解：A
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 # 27
The ___________ tab in the right pane lists the errors in the script and helps you to locate them.
- A. Debug
- B. Actions
- C. Validation
- D. Container
正解：C
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 # 28
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