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Genesys Cloud CX: Scripting Certification Sample Questions (Q16-Q21):

NEW QUESTION # 16
Once you create a custom field on your profile, it cannot be deleted from the Admin interface.

A. True
B. False

Answer: A

Explanation:
In Genesys Cloud CX, once a custom field is created on a user's profile, it cannot be deleted via the Admin interface. This restriction ensures that profile data integrity is maintained and that data linked to custom fields is not accidentally lost or compromised. While you can update or modify custom fields, deleting them entirely from the admin interface is not an option.

NEW QUESTION # 17
You are a contact center administrator responsible for managing scripts. When you attempt to delete a script from the Scripts page, you encounter an issue preventing the deletion. What might be the potential reason preventing the script's deletion?

A. The script is shared with other administrators.
B. The script is assigned to an outbound dialing campaign.
C. The script is locked for editing.
D. The script contains critical information.

Answer: B

Explanation:
In Genesys Cloud CX, a script cannot be deleted if it is currently assigned to an active outbound dialing campaign. The system prevents deletion to ensure that ongoing operations are not disrupted. This measure protects the integrity of the campaign, ensuring that agents continue to have access to the necessary scripts during interactions.
Before attempting to delete the script, you must first unassign it from the campaign or ensure that the campaign is no longer active.

NEW QUESTION # 18
Select the built-in variables available in Scripts. (Choose three.)

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

Answer: C,D,E

Explanation:
In Genesys Cloud CX scripts, several built-in variables are available by default, providing essential data that can be used within the script. The built-in variables include:
* Agent Name: This variable holds the name of the agent who is currently using the script. It is often used to personalize the interaction or for logging purposes.
* Queue Name: This variable contains the name of the queue from which the interaction was routed. It helps in identifying the source of the interaction and can be used to tailor the script based on the queue's context.
* Language: This variable stores the language preference of the customer or the interaction, allowing the script to present content in the appropriate language.
These variables are readily accessible within scripts and are integral to creating dynamic and context-aware interactions.
References:
* Genesys Cloud CX Scripting Documentation.

NEW QUESTION # 19
Which of the following correctly shows how an outbound contact's first name displays in a preview mode?

A. Hello (Outbound.RrstName
B. Hello {Outbound.EirstName>
C. Hello {{Outbound.OrstName}}
D. Hello [Outbound.EirstName]

Answer: C

Explanation:
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.

NEW QUESTION # 20
Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)

A. You must have Admin rights to Genesys Cloud CX.
B. You must have images of all the users located at the new location.
C. You must have the basic profile data for all users at the new location.
D. You must collect general information such as building address, number of floors, location contact information, etc.
E. You must know the exact coordinates of the new building.

Answer: A,D

Explanation:
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.

NEW QUESTION # 21
......

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