[2025年02月16日]GCX-SCR試験ブレーン問題集で学習注釈と理論
合格させるGenesys GCX-SCRテスト練習テスト問題試験問題集
Genesys GCX-SCR 認定試験の出題範囲：
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質問 # 12
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 # 13
Which architectural approach is used to develop a single application as a suite of small services?
- A. Single Core Architecture
- B. Genesys Cloud CX Salesforce Architecture
- C. Microservices Architecture
- D. Monolithic Architecture
正解：C
解説：
The Microservices Architecture is the architectural approach used to develop a single application as a suite of small, independently deployable services. Each service in a microservices architecture typically runs a unique process and communicates through a well-defined, lightweight mechanism, often an HTTP-based API.
This approach contrasts with a monolithic architecture, where the application is developed as a single, unified unit. Microservices allow for greater flexibility, scalability, and resilience, as each service can be developed, deployed, and scaled independently.
References:
* Genesys Cloud CX Architecture Documentation.
質問 # 14
An agent is handling a call as part of an outbound dialing campaign and needs to transfer the caller to another agent but also wants to pass info about the interaction to the second agent. Select the correct statement.
- A. Both A and B.
- B. Update the customer details in the script.
- C. Invoke 'Outbound Update Contact' action
- D. Use the notes section to pass information about the interaction.
正解：D
解説：
When an agent is involved in an outbound dialing campaign and needs to transfer a call to another agent while also passing interaction information, the most appropriate method is to use the Notes section in Genesys Cloud CX. The Notes section allows agents to input relevant details about the interaction, which can then be viewed by the next agent handling the call. This is a simple and efficient way to pass context between agents during a transfer. Options A and B involve updating customer data, but this is not the most direct or recommended method for passing interaction-specific information during a transfer.
質問 # 15
Every script page has a horizontal stack container placed in it by default.
- A. True
- B. False
正解：B
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 # 16
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 # 17
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 invokes a Secure Pause action and collects the payment information.
- B. Aaron refrains from collecting the payment information and ensures the sensitive data is not recorded.
- C. Aaron transfers the interaction to a Secure Call flow that is configured to collect the payment information using IVR.
- D. Aaron collects the payment info without pausing the recording.
正解：A、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 # 18
By default, scripting doesn't have a separate data type for decimals.
- A. False
- B. True
正解：B
解説：
By default, Genesys Cloud CX scripting does not have a separate data type specifically for decimals. Instead, decimals are typically handled as numbers within the existing number data type. This means that decimal values can be used, but they are not explicitly differentiated from integers by a distinct data type in the scripting environment.
References:
* Genesys Cloud CX Scripting Data Types Documentation.
質問 # 19
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Quality Management
- B. Automatic Call Distribution
- C. Human Capital Management
- D. Workforce 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 # 20
What are the key components and functionalities of scripts used to present information to agents? (Choose four.)
- A. Editor
- B. Text
- C. Visual controls
- D. Reports
- E. Navigational Aids
- F. Graphics
正解：B、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 # 21
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. Nesting Indicators
- B. Debug
- C. Container
- D. Validate
正解：A
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 # 22
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 # 23
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. Looks for the first available agent and ignores any skill requirements.
- 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：A
質問 # 24
Using the _____ action in scripts, you can temporarily stop recording the interaction.
- A. Secure Hold
- B. Secure Pause
- C. Stop Recording
- D. Hold
正解：B
解説：
The Secure Pause action in Genesys Cloud CX is used to temporarily stop the recording of an interaction, particularly when sensitive information, such as payment details, is being collected. This action is essential for compliance with data protection regulations like PCI-DSS, ensuring that sensitive data is not recorded or stored.
Using Secure Pause ensures that the recording is automatically resumed after the sensitive information has been captured, maintaining the integrity of the interaction while protecting customer data.
質問 # 25
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
- A. Knowledge levels
- B. Index Ratings
- C. Medians
- D. Skills
- E. Languages
正解：D、E
解説：
The attributes Languages and Skills are essential in ensuring that interactions are routed to the most qualified agent in Genesys Cloud CX.
* Languages: This attribute ensures that interactions are routed to agents who can communicate in the customer's preferred language, enhancing the customer experience by providing language-appropriate service.
* Skills: This attribute ensures that the interaction is handled by an agent who has the necessary skills to resolve the customer's issue effectively. Skills might include technical expertise, product knowledge, or specific customer service abilities.
These attributes are crucial in ACD (Automatic Call Distribution) configurations, where the goal is to match customers with agents who are best equipped to meet their needs.
質問 # 26
Which of the following statements about scripts is true?
- A. Scripts can be used in all types of interactions.
- B. Scripts can be used for inbound interactions only.
- C. Scripts are only used to configure flows when setting up Architect.
- D. Scripts may be used for outbound dialing campaigns only.
正解：A
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 # 27
Allen is creating a script to populate the customer's details. He needs to display the total due from the previous month's bill and the present month's bill to the agent. Both bill amounts are passed to the scripts as string values. Select the appropriate answer.
- A. Use the Dynamic Number variable to add the bill amounts.
- B. Use the Dynamic String variable to add the billing amount.
- C. Add the bill amounts together using the String variable.
- D. Convert the string values to numbers and add them using a Dynamic Number variable.
正解：D
解説：
When dealing with billing amounts passed as string values in a script, the correct approach is to convert the string values to numbers and then add them using a Dynamic Number variable. This ensures that the values are treated as numerical data, allowing for accurate addition and calculations.
Using a Dynamic Number variable after conversion from string to number is the best practice for handling and manipulating numerical data within a script.
References:
* Genesys Cloud CX Scripting Variables and Data Types Documentation.
質問 # 28
Richard is assigned the task of creating custom Outbound Campaign scripts. He wants to display the current value of the customer's first name on the script page. Help him by choosing the correct syntax.
- A. ((Outbound.First Name))
- B. {(Outbound.First Name)}
- C. {{Outbound.First Name}}
- D. Outbound.First Name
正解：C
解説：
In Genesys Cloud CX, when creating custom scripts, the correct syntax to display dynamic data, such as a customer's first name, involves using double curly braces {{ }}. This syntax is used to reference data variables within the script.
* {{Outbound.First Name}}: This syntax correctly refers to the "First Name" attribute from the Outbound object in the script. When the script is run, this placeholder will dynamically display the customer's first name based on the data provided in the Outbound Campaign.
Using the correct syntax is crucial for ensuring that the data is pulled correctly and displayed as intended in the script.
References:
* Genesys Cloud CX Scripting Documentation.
質問 # 29
Once you set the page name in the script, you cannot change it later.
- A. True
- B. False
正解：B
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 # 30
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. Looks for the first available agent and ignores any skill requirements.
- 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：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 # 31
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. Use the script template to duplicate header sections.
- C. Create a component template for the header section and use it in subsequent pages.
- D. Use the Export-Import feature.
正解：C
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 # 32
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