Genesys Cloud CX: Scripting Certification Exam Questions

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.

Genesys Cloud CX Scripting Components Documentation.

When you want to save a variable's value to external storage in Genesys Cloud CX, you should enable the Output property for that variable. The Output property designates that the value of the variable can be exported or sent out of the current script, which is necessary for saving data to external systems like a CRM or database.

This setting is crucial for ensuring that data collected or processed in the script is correctly passed on to other systems for further use.

Genesys Cloud CX Scripting Variables Documentation.

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.

Genesys Cloud CX Script Components 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, 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.