Genesys GCX-SCR Online Practice Questions and Exam Preparation

Genesys GCX-SCR Online Questions & Answers

• Question 1:

  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. Update the customer details in the script.
  C. Use the notes section to pass information about the interaction.
  D. Both A and
  C. Use the notes section to pass information about the interaction.

• Question 2:

  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
  D. AWS Cloud

• Question 3:

  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. 1,2,5,3,4
  D. 5,4,2,3,1
  B. 2,1,5,4,3

• Question 4:

  Select the built-in variables available in Scripts. (Choose three.)

  A. Agent Name
  B. Queue Name
  C. Customer Preferred
  D. Language
  E. Agent Call Duration
  A. Agent Name
  B. Queue Name
  E. Agent Call Duration

• Question 5:

  Which of the following is NOT a feature of Genesys Cloud CX contact center?

  A. Human Capital Management
  B. Workforce Management
  C. Quality Management
  D. Automatic Call Distribution
  A. Human Capital Management

• Question 6:

  Identify the template that contains one or more visual components that you can insert into a script page.

  A. Custom Template
  B. Script Template
  C. Component Template
  C. Component Template

• Question 7:

  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.
  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.

• Question 8:

  A number plan determines how many and which digits are necessary for call routing.

  A. True
  B. False
  A. True

• Question 9:

  Which components are bound together to add a scheduled callback option to your script?

  A. Date/Time Input and Button
  B. Text and Button
  C. Contact List form and Button
  D. Date/Time and Input
  A. Date/Time Input and Button

• Question 10:

  You can combine Genesys Cloud CX Voice and BYOC Cloud to get the benefits of both cloud telephony connection options.

  A. True
  B. False
  A. True