QUESTION: 5

Using the ___ action in the call flow, you can transfer data to Scripts.

Get Participant data
Call data action
Set Participant data
Update data

Answer(s): C

Explanation:

In Genesys Cloud CX, the Set Participant Data action is the correct choice for transferring data to scripts during a call flow. This action allows you to set specific data attributes for the participant (such as a customer or agent) that can then be accessed by scripts running during the interaction. The Set Participant Data action is typically used to pass information gathered during an interaction,

such as caller input or data fetched from external sources, so that it can be used in scripts to customize the experience further. This is crucial for dynamic and personalized script content based on the interaction context.
For more details, you can refer to the Genesys Cloud CX documentation on call flows and scripting, which explains how to use the Set Participant Data action effectively in various scenarios.

Reference:

[Genesys Cloud CX Call Flow Documentation]
[Genesys Cloud CX Scripting Documentation]

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QUESTION: 6

You are an outbound admin and required to configure a script to allow agents to create a contact in the contact list. Select the correct sequence.
1) Associate a contact list with the script.
2) Create a Script.
3) Invoke the "Outbound Create Contact" action with appropriate variables.
4) Enable Outbound features.

2,4,1,3
2,3,4,1
1,2,3,4
2,4,3,1

Answer(s): A

Explanation:

To configure a script that allows agents to create a contact in the contact list in Genesys Cloud CX, the following sequence should be followed:
Create a Script: Start by creating a new script that will serve as the framework for the agent's interaction.
Enable Outbound features: Before the script can interact with outbound services, outbound features must be enabled in the script settings.
Associate a contact list with the script: The script needs to be associated with a specific contact list to ensure that contacts can be added directly to the correct list. Invoke the "Outbound Create Contact" action with appropriate variables: Finally, add the "Outbound Create Contact" action to the script and configure it with the appropriate variables to capture the necessary contact details from the agent.
This order ensures that the script is correctly set up to interact with the contact list and allows agents to add new contacts as needed.

Reference:

Genesys Cloud CX Scripting Documentation.

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QUESTION: 7

Select the categories of Prompts in Architect. (Choose two.)

User
Menu
Data
System

Answer(s): A,D

Explanation:

In Genesys Cloud CX Architect, prompts are categorized into several types. The most relevant categories in this context are:
User Prompts: These are custom prompts created by users for specific needs. They are typically used for custom messages or instructions that are not covered by the standard system prompts. System Prompts: These are built-in prompts provided by Genesys Cloud CX that handle common interactions and system messages. They cover a wide range of standard functionalities like greetings, error messages, and menu navigation prompts.
These two categories are fundamental for managing and customizing how audio prompts are used within the Genesys Cloud CX platform.

Reference:

Genesys Cloud CX Architect Documentation.

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QUESTION: 8

Debbie is the admin for two Genesys Cloud CX organization(s) (Org A and Org B) and is responsible for creating scripts. Both organizations have similar script layout(s). Select the correct statement that applies to this scenario.

It is not possible to share a script between the organizations.
Export the script templates from Org A and import them into Org
Export the scripts from Orq A and import them into Orq B.
Export the component templates from Org A and import them into Org B.

Answer(s): C

Explanation:

In Genesys Cloud CX, when managing multiple organizations with similar script layouts, you can export scripts from one organization and import them into another. This process allows you to maintain consistency across organizations without having to recreate the scripts from scratch. Exporting Scripts: This involves saving the script from Org A in a format that can be transferred. Importing Scripts: You can then import the saved script into Org B, ensuring that the script's layout, components, and logic are retained.
This method is highly efficient for administrators managing multiple organizations with similar needs.

Reference:

Genesys Cloud CX Scripting Documentation.

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