Free Practice Questions for Genesys GCX-SCR Exam

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.

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​​​.

When adding a new location to Genesys Cloud CX, the prerequisites include:

General Information (C): This includes the building's address, the number of floors, and contact information for the location. This data is essential for accurately setting up the location within the platform.

Admin Rights (E): You must have administrative rights to perform this task within Genesys Cloud CX. Admin privileges are necessary to access the system's settings and to configure new locations.

Coordinates or images of users are not required to add a new location, making these options unnecessary for this task.

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.

By default, Line Recording is indeed disabled in Genesys Cloud CX. This default setting is designed to comply with various regulatory and privacy requirements, where recording communications without explicit consent or necessity could lead to legal issues. Administrators must manually enable Line Recording based on organizational needs and after ensuring that all necessary legal and compliance measures are in place.

Genesys Cloud CX allows detailed configurations for recording, including setting up policies that dictate when and how interactions are recorded, ensuring that only necessary communications are recorded and stored.

A number plan in telephony determines how many and which digits are necessary for call routing. This concept is essential for defining how calls are processed and routed within a telephony system, including Genesys Cloud CX. The number plan dictates the structure of phone numbers, including length and the specific digits required to reach certain destinations, ensuring that calls are directed correctly based on the dialed numbers.

References:

Genesys Cloud CX Telephony and Call Routing Documentation​​​.

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.

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