GCX-SCR Genesys Cloud CX: Scripting Certification Free Practice Exam Questions (2025 Updated)

In Genesys Cloud CX, the Hardware ID (MAC address) is what binds the phone's settings to a physical phone. When configuring a phone in Genesys Cloud CX, you need to enter the MAC address, which uniquely identifies the physical device on the network. This binding ensures that the phone configuration, including the phone model, base settings, and other details, are correctly associated with the correct physical device.

The MAC address serves as the unique identifier that allows Genesys Cloud CX to apply the appropriate settings to the correct phone, ensuring seamless operation.

The Secure Pause action in Genesys Cloud CX is used to temporarily stop the recording of an interaction, particularly when sensitive information, such as payment details, is being collected. This action is essential for compliance with data protection regulations like PCI-DSS, ensuring that sensitive data is not recorded or stored.

Using Secure Pause ensures that the recording is automatically resumed after the sensitive information has been captured, maintaining the integrity of the interaction while protecting customer data.

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​​​.

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.

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.

In Genesys Cloud CX, an Outbound route binds the numbering plan with the trunk. The outbound route determines how calls are routed out of the system, specifying which trunk to use based on the dialed number. This configuration ensures that calls are routed correctly according to the organization's numbering plan and the available trunks.

When working on a complex script in Genesys Cloud CX that includes multiple stack containers and components nested within each other, Nesting Indicators are a helpful feature to ensure that you have selected the correct component or container. These indicators visually show the hierarchy of components within the script, making it easier to navigate and edit complex structures.

Using Nesting Indicators helps avoid errors by providing a clear view of how elements are organized within the script, ensuring that modifications are applied to the correct components.

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.

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​​​.

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​​​.

In Genesys Cloud CX, every script page does not have a horizontal stack container placed in it by default. While horizontal stack containers are available and can be added to organize content horizontally, they are not automatically included on every script page. The default setup for a new page is typically empty, allowing the script designer to add components and containers as needed.

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.

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​​​.

To add multiple pages to your script in Genesys Cloud CX, you would use the tab indicated as number 3 in the provided image. This tab provides access to the components and functionalities needed to manage and navigate between different pages within a script.

This is essential for creating scripts with complex flows that require the user or agent to navigate through multiple stages or sections within a single interaction.

References:

Genesys Cloud CX Scripting 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.

References:

Genesys Cloud CX Scripting Variables Documentation​​​.

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

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​​​.