Genesys GCX-SCR問題集で100%カバー率リアル試験問題（更新された62問あります)
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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 contains critical information.
- B. The script is shared with other administrators.
- C. The script is assigned to an outbound dialing campaign.
- D. The script is locked for editing.
正解：C
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Before attempting to delete the script, you must first unassign it from the campaign or ensure that the campaign is no longer active.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 of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?
- A. Roles
- B. Rooms
- C. Groups
- D. Workgroups
正解：A
解説：
In Genesys Cloud CX, Roles are used to ensure that people within your organization have the rights and permissions they need to perform their tasks. Roles are collections of permissions that can be assigned to users, determining what actions they can perform within the system. For example, a role might allow a user to manage queues, configure scripts, or view analytics. By assigning the appropriate roles to users, administrators can control access and maintain security within the organization.
References:
* Genesys Cloud CX Roles and Permissions Documentation.
質問 # 35
When should you consider using custom templates in the Genesys Cloud script editor?
- A. To enable advanced features within the script.
- B. To store visual elements like graphics.
- C. To create multiple scripts with similar requirements.
- D. To create a one-time script without reuse.
正解：C
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 # 36
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. Scheduling
- D. Architect
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 # 37
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. 1,2,3,4
- C. 2,3,4,1
- D. 2,4,1,3
正解：D
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 # 38
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 # 39
In Genesys Cloud, what features or aspects classify scripts? (Choose three.)
- A. Labels based on interaction type
- B. Utilization of visual controls
- C. Creation of interaction-specific script templates
- D. Integration of text and graphics
- E. Classification based on interaction route
正解：A、B、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 # 40
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 # 41
The ________________ allows you to easily format text using Markdown syntax.
- A. Text Component
- B. Input Component
- C. Image Component
- D. Markdown Component
正解：D
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 # 42
Which of the following correctly shows how an outbound contact's first name displays in a preview mode?
- A. Hello [Outbound.EirstName]
- B. Hello (Outbound.RrstName
- C. Hello {{Outbound.OrstName}}
- D. Hello {Outbound.EirstName>
正解：C
解説：
The correct format to display an outbound contact's first name in a preview mode within Genesys Cloud CX is {{Outbound.FirstName}}. This syntax uses double curly braces, which are recognized by the scripting engine to dynamically insert variable data into the script. When in preview mode, this format ensures that the variable Outbound.FirstName is replaced with the actual first name of the contact when the script is executed.
質問 # 43
Devlin is assigned to create multiple scripts with many common sections, so he decides to create a script template from an existing script. To create a script template, help him to select the correct option in the image.
- A. 0
- B. 1
- C. 2
- D. 3
正解：D
解説：
In the image provided, option 4 (D) represents the button used to manage script settings, which includes options for creating a script template. To create a script template from an existing script, the user must navigate to this menu and select the appropriate option to convert or save the script as a template for future use. This ensures that common sections can be reused across multiple scripts efficiently.
質問 # 44
Where are Genesys Cloud CX call recordings stored by default?
- A. On-premises servers
- B. Microsoft Azure Cloud
- C. Google Cloud Platform
- D. AWS Cloud
正解：D
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 # 45
What are the key components and functionalities of scripts used to present information to agents? (Choose four.)
- A. Visual controls
- B. Graphics
- C. Navigational Aids
- D. Reports
- E. Editor
- F. Text
正解：A、B、C、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 # 46
Identify the script property which is used for exchanging or passing data from one application to another that is unrelated to the call.
- A. UUI
- B. Outbound
- C. Data Actions
- D. Callback
正解：A
解説：
UUI (User-to-User Information) is the script property used for exchanging or passing data from one application to another that is unrelated to the call itself. UUI data is often used in scenarios where information needs to be transferred alongside a call but is not directly related to the telephony functions, such as passing customer data between different systems within an organization.
This capability is essential for integrating various systems and ensuring that relevant data accompanies interactions throughout different touchpoints.
質問 # 47
Which architectural approach is used to develop a single application as a suite of small services?
- A. Microservices Architecture
- B. Monolithic Architecture
- C. Single Core Architecture
- D. Genesys Cloud CX Salesforce Architecture
正解：A
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 # 48
What are the default roles that permit you to edit scripts? (Choose two.)
- A. Master Admin
- B. Outbound Admin
- C. Outbound Agent
- D. PureCloud User
- E. Script Designer
正解：A、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 # 49
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. Script templates are entire scripts that have been packaged for reuse.
- D. Component templates are parts of a page that you can reuse in other scripts.
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 # 50
You are creating a script with multiple pages that have a common header section. Choose an efficient way to create multiple page scripts.
- A. Use the script template to duplicate header sections.
- B. Create a component template for the header section and use it in subsequent pages.
- C. Create a header section individually for all the pages.
- 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 # 51
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. 5,4,2,3,1
- B. 2,1,5,4,3
- C. 2,3,4,1,5
- 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 # 52
Which components are bound together to add a scheduled callback option to your script?
- A. Date/Time and Input
- B. Date/Time Input and Button
- C. Text and Button
- D. Contact List form 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 # 53
Which of the following is NOT a feature of Genesys Cloud CX contact center?
- A. Human Capital Management
- B. Workforce Management
- C. Automatic Call Distribution
- D. Quality 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 # 54
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 # 55
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 # 56
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