Pass the Genesys Cloud CX GCX-SCR Questions and answers with ExamsMirror

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.

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.

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.

Files uploaded to a workspace in Genesys Cloud CX cannot be shared with non-members of the Genesys Cloud organization. Workspace files are restricted to members within the organization for security and collaboration purposes, preventing external access to sensitive or proprietary information. Thus, sharing files with users outside the Genesys Cloud CX organization is not possible directly from the workspace.

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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.

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​​​.

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.

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​​​.

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.

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​​​.