Genesys GCX-SCR Exam Dumps & Practice Test Questions

Question 1:

Which tab located on the right pane is primarily used to identify and navigate script errors during development?

A. Validation
B. Actions
C. Debug
D. Container

Answer: C

Explanation:

In scripting and programming environments, quickly identifying and resolving errors is critical for maintaining functional and efficient code. Most development interfaces offer specialized tools within their interface to help with this, especially in the right-hand pane. Among these tools, the Debug tab is the one explicitly designed to detect, display, and help correct errors in scripts.

When you’re writing or testing code, errors are inevitable. These could range from syntax errors (like missing brackets or misspelled keywords) to logical errors or runtime exceptions. The Debug tab simplifies this process by listing each error found during code validation or execution. It not only shows the type and nature of the error but also pinpoints its location in the script, helping the developer quickly trace and resolve the issue.

The key functions of the Debug tab include:

• Real-time error tracking as you write or test code.

• Detailed line-level insights about where the script is failing or misbehaving.

• Error classification, showing whether it's a warning, an exception, or a critical fault.

• Clickable navigation, allowing developers to jump directly to the line or segment of code in question.

Now, let’s explore why the other options are incorrect:

• A. Validation: This tab is more concerned with confirming that the script follows correct syntax rules and conforms to expected formats. While it checks for basic validity, it does not offer the detailed runtime or error-tracking capabilities of the Debug tab.

• B. Actions: This tab usually shows the set of operations or activities that can be triggered within a workflow. It focuses on defining and configuring actions rather than analyzing errors.

• D. Container: This term typically refers to a structural unit that groups elements or functions within the script. It is organizational in nature and doesn't contribute to error diagnosis.

Hence, when your goal is to identify and fix script errors, the Debug tab is your essential tool. It delivers precise diagnostics and efficient error navigation, making it the correct answer in this context.

Question 2:

Once a variable is declared in most programming languages, can its data type be changed later?

A. True
B. False

Answer: B

Explanation:

In the majority of programming languages—especially those that are strongly typed—once a variable is created with a specific data type, that type is fixed and cannot be changed. This principle is a cornerstone of type safety in programming, which helps maintain data integrity and minimizes type-related errors during compilation or execution.

Let’s break it down by considering two categories of languages:

1. Strongly Typed Languages (e.g., Java, C++, C#):
   In these languages, the variable's data type must be explicitly declared, such as int age = 30;. Once defined, you cannot change this variable to hold a different type, like a string or boolean, without causing a compilation error. Attempting to do so either leads to a syntax error or a type mismatch exception. These restrictions help ensure consistency, improve performance, and support better error-checking during development.

2. Weakly Typed or Dynamically Typed Languages (e.g., Python, JavaScript):
   Here, variables are more flexible. You could write x = 10 and later assign x = "hello" without any complaint from the interpreter. However, even in these languages, what you’re doing is not changing the data type of the variable, but rather reassigning a new value (which happens to be of a different type). The underlying reference to the variable has changed, not the type of a specific value.

It’s also important to note that in both types of languages, casting or conversion (such as converting a string to an integer) is allowed—but this doesn't mean the variable’s original data type changes. Instead, a new variable might be created or the value is transformed temporarily for computation.

Here’s why B. False is the correct answer:

• In strongly typed languages, changing a variable’s data type is explicitly prohibited.

• In dynamically typed languages, what appears to be a type change is actually variable reassignment, not type mutation.

• Programming best practices discourage changing a variable's type mid-execution due to readability and maintainability issues.

Thus, even though some languages offer flexibility, modifying the data type of a variable directly is not typically allowed, especially in strongly typed environments. That’s why the answer is B. False.

Question 3:

Which two of the following statements accurately describe how templates are used within scripting tools? (Select two options.)

A. Script templates consist of entire reusable scripts packaged for future use.
B. Component templates are required when building a new script.
C. A script template includes just a single component like text or a horizontal layout.
D. Component templates are script page elements that can be reused in multiple scripts.

Answer: A, D

Explanation:

Templates in scripting environments are essential tools for improving efficiency, maintaining consistency, and ensuring modular design. They allow script developers to save commonly used structures or entire scripts so they can be easily reused across projects without needing to rebuild elements from scratch.

The statement in option A is correct. A script template refers to an entire script that has been designed, saved, and packaged for reuse. It can contain a combination of components, logic, and flow structures that form a complete script. This is especially useful when developing standardized procedures or campaigns that follow similar patterns. Instead of recreating each part from the beginning, script designers can load a script template and make only minor modifications, significantly reducing development time and avoiding repetitive errors.

Option D is also correct. Component templates are reusable parts or building blocks of a script page. These may include buttons, form fields, layout containers, or other UI elements. Once saved as a component template, these elements can be used repeatedly in various scripts. For instance, if you frequently use the same data entry field or a specific layout format, you can save it as a component template and drop it into any script where needed. This modularity enhances maintainability and streamlines updates.

Option B is incorrect. While component templates can be helpful when building scripts, they are not mandatory. You can create a new script entirely from scratch or use a script template without involving any component templates. They are optional aids, not requirements.

Option C is misleading. Although it accurately describes a component template, it incorrectly labels it as a script template. Script templates are much broader in scope and represent entire workflows or scripts, not just individual components or layouts. Descriptions like "a single saved component" apply to component templates, not script templates.

In conclusion, understanding the distinction between script templates (entire scripts) and component templates (reusable script elements) is critical. The correct answers are A and D, as they accurately reflect how templates function in scripting platforms.

Question 4:

Richard is developing a custom script for an outbound campaign. He wants to display the customer’s first name dynamically on the script page. Which of the following syntaxes should he use to correctly display this variable?

A. {(Outbound.First Name)}
B. ((Outbound.First Name))
C. Outbound.First Name
D. {{Outbound.First Name}}

Answer: D

Explanation:

In scripting systems—especially those used in platforms like Genesys Cloud—displaying dynamic data is accomplished through specific syntax conventions. These conventions allow variable values to be inserted into the script at runtime, enabling real-time personalization and data-driven content.

Option D ({{Outbound.First Name}}) is the correct syntax to reference a variable dynamically within the script. The use of double curly braces {{ }} is a widely accepted standard across many templating engines and scripting environments. These brackets act as placeholders, instructing the system to pull the value associated with the variable—in this case, the customer's first name—from the outbound data source and insert it into the script in real-time.

This method is crucial for personalizing outbound campaigns. For example, instead of displaying a generic greeting, the system can show: “Hello, John,” using the customer’s actual first name, significantly improving engagement and the user experience.

Let’s analyze why the other options are incorrect:

• Option A ({(Outbound.First Name)}) uses a mix of single curly braces and parentheses. This is not a recognized syntax in most scripting or templating engines. It won’t be interpreted correctly by the system, and the variable will likely render as plain text or not at all.

• Option B ((Outbound.First Name)) uses double parentheses. These are typically reserved for mathematical expressions or function arguments in many programming languages—not for variable substitution in scripts. It won't trigger the system to fetch or display any dynamic data.

• Option C (Outbound.First Name) is simply the raw variable name without any syntax to indicate that it should be rendered dynamically. Without delimiters like curly braces, the system will not treat this as a variable, and it will appear as literal text on the screen.

In summary, when building dynamic, personalized scripts in Genesys Cloud or similar platforms, it's essential to wrap variable names in double curly braces to ensure proper substitution. For Richard to correctly display the customer’s first name, he should use {{Outbound.First Name}}, making D the correct answer.

Question 5:

Which action should you use in a call flow to send data into a script for use during customer interactions?

A Get Participant data
B Call data action
C Set Participant data
D Update data

Correct Answer: C

Explanation:

When designing or managing call flows in platforms such as Genesys Cloud, it's crucial to understand how data can be exchanged between the flow logic and the script that the agent will interact with. One of the most important parts of this process is transferring relevant customer or session data into the script. This data can include anything from the caller’s account ID to preferences or historical interaction summaries.

The correct action to accomplish this task is the Set Participant data action. This function allows you to inject data into the participant's session, which is then made available within the script when it is executed. For example, if your IVR (Interactive Voice Response) system collects a customer’s name or order number, you can use the Set Participant data action to pass that information to the script so that it appears directly in the agent’s view when they receive the interaction. This helps agents personalize the experience and work more efficiently, resulting in improved customer satisfaction.

Let’s look at why the other options are not appropriate in this context:

• A. Get Participant data: This action retrieves data that was previously set on the participant's session. It is used to read values, not to push them into the script. While useful in its own right, it doesn’t serve the purpose of transferring data into the script.

• B. Call data action: This option is used to execute custom API calls or pull data from external systems using integrations. While powerful, it is not the direct mechanism for inserting data into scripts. It’s better suited for backend data retrieval.

• D. Update data: This action is used to modify data variables within the flow itself but doesn't provide the required linkage between the flow and the agent-facing script interface. It updates flow-level variables, not participant-level values visible in scripts.

In conclusion, Set Participant data is the only action that reliably and directly transfers dynamic values into scripts, making it the appropriate choice when scripting agent workflows.

Question 6:

As an outbound admin, what is the correct sequence to configure a script that lets agents add a new contact to a contact list?

A 2, 4, 1, 3
B 2, 3, 4, 1
C 1, 2, 3, 4
D 2, 4, 3, 1

Correct Answer: D

Explanation:

Creating a script that allows outbound agents to add new contacts to a contact list requires precise configuration steps in the correct sequence. The goal is to ensure that all technical dependencies are satisfied before associating actions and components like the contact list and contact creation logic. Let's walk through the proper sequence:

• Step 2: Create a Script
  Everything starts with building the script itself. This is where you define the structure, elements, fields, and overall logic. Without the base script, you can’t apply other configurations or link features.

• Step 4: Enable Outbound Features
  Once the script exists, the next step is to activate outbound-related functionalities. This is essential because it prepares the script to interact with outbound campaign systems and allows it to invoke actions such as contact creation.

• Step 3: Invoke the "Outbound Create Contact" Action with Appropriate Variables
  After outbound features are enabled, you can then use the "Outbound Create Contact" action within the script. This action requires specific variables (e.g., name, phone number) that agents will input, allowing them to generate new contact records dynamically during interactions.

• Step 1: Associate a Contact List with the Script
  The final step is linking the script to a designated contact list. This ensures that any contacts created during the interaction are saved to the correct list and are usable for future campaign purposes.

Let’s clarify why the other options are incorrect:

• A. 2, 4, 1, 3: This puts the contact list association before defining how to create a contact, which is premature and structurally unsound.

• B. 2, 3, 4, 1: Here, the contact creation logic is added before enabling outbound capabilities—this will not work as outbound actions aren’t available until after that feature is enabled.

• C. 1, 2, 3, 4: Starting with the contact list makes no sense if the script doesn’t exist yet, making this sequence invalid.

Therefore, 2 (Create Script) → 4 (Enable Outbound Features) → 3 (Invoke Create Contact Action) → 1 (Associate Contact List) is the only valid and functional setup.

Question 7:

Which two of the following are valid categories of prompts available in Genesys Cloud Architect? (Choose two.)

A. User
B. Menu
C. Data
D. System

Answer: B, D

Explanation:

In Genesys Cloud Architect, prompts are used to deliver audio messages that guide callers during interactions, particularly within IVR (Interactive Voice Response) systems. These prompts serve different purposes, and to make them manageable and reusable, they are categorized by their function and source. Two of the primary prompt categories are Menu and System.

B. Menu
Menu prompts are designed to assist users during call flows by providing navigational choices. For instance, a caller may hear, “Press 1 for Billing, Press 2 for Technical Support.” These prompts are central to the IVR decision-making process and help structure the caller’s journey through the system. Menu prompts are directly built and configured in the Architect tool and are used within various blocks, especially in menus and decision-based flows.

D. System
System prompts are prebuilt audio messages provided by the Genesys Cloud platform. These include standard responses such as error messages, hold instructions, or invalid input alerts. These prompts help standardize communication, especially in common or repetitive scenarios. They are not customizable, and their purpose is to offer quick and consistent responses without additional configuration.

Now, let’s clarify why the other options do not apply:

A. User
There is no standard prompt category called "User" in Genesys Cloud Architect. While users can create custom prompts, these are still categorized under labels like Menu or System. The term "User" refers more to ownership rather than functional classification within the Architect interface.

C. Data
Data in Genesys Cloud Architect refers to variables or context values—not audio prompts. Data might inform prompts (such as a dynamic value inserted into a spoken message), but it is not a category of prompts. Prompts are used for output (i.e., audio), while data elements are typically used to store or manipulate input.

In summary, Genesys Cloud Architect organizes prompts by their function and origin. The two correct categories—Menu and System—are essential components in designing efficient, reusable call flows. Menu prompts allow for tailored interaction, while system prompts provide standard functionality, making B and D the correct answers.

Question 8:

Debbie manages two Genesys Cloud CX organizations and needs to replicate similar scripts across both environments. What is the correct method to reuse script layouts between Org A and Org B?

A. Scripts cannot be shared across different organizations.
B. Export script templates from Org A and import them into Org B.
C. Export scripts from Org A and import them into Org B.
D. Export component templates from Org A and import them into Org B.

Answer: C

Explanation:

In Genesys Cloud CX, administrators often manage multiple organizations or environments—such as one for production and another for testing or staging. When there is a need to reuse entire scripts across these environments, Genesys provides a built-in export/import functionality for scripts, making the process straightforward and efficient.

C. Export scripts from Org A and import them into Org B is the correct method. This option enables Debbie to export fully developed scripts, including layout, actions, logic, and variables, from Org A. These exported files can then be imported directly into Org B. This is the most efficient way to replicate complete script functionality between organizations without rebuilding the scripts manually.

Let’s explore why the other options are incorrect:

A. Scripts cannot be shared across different organizations
This is inaccurate. While organizations are isolated environments, Genesys Cloud CX supports cross-org sharing of assets like scripts through the export/import process. Thus, this statement is factually wrong.

B. Export script templates from Org A and import them into Org B
Script templates provide a starting point for new scripts, but they do not represent fully built, functional scripts. Templates do not include the complete logic or structure of a script that’s already in use. Therefore, exporting a template wouldn’t achieve Debbie’s goal of transferring the actual working script.

D. Export component templates from Org A and import them into Org B
Component templates refer to individual UI elements or reusable layout parts—like input boxes or buttons. While useful, they do not encapsulate the entire logic or structure of a full script. Transferring these wouldn’t provide Debbie with a fully usable script in Org B.

In summary, when managing multiple Genesys Cloud CX organizations, exporting and importing scripts directly is the most effective method to ensure consistency and efficiency. It allows administrators like Debbie to maintain uniform functionality across environments without duplicating effort. Therefore, C is the correct and most practical answer.

Question 9:

What is the primary purpose of a wrap-up code in Genesys Cloud CX?

A. To classify the agent’s skill level
B. To record the outcome of an interaction
C. To log the time an agent spends idle
D. To assign the call to a different queue

Correct Answer: B

Explanation:

In Genesys Cloud CX, wrap-up codes (also referred to as disposition codes) play a vital role in post-interaction processing. These codes are configured by administrators and used by agents to indicate the outcome or reason for a customer interaction once it concludes. Wrap-up codes help organizations understand the nature of conversations, identify common customer concerns, and gain insights into agent performance and contact center effectiveness.

For example, if a customer calls to inquire about a billing issue, and the issue is resolved successfully, the agent might select a wrap-up code like “Billing – Resolved.” Alternatively, if the issue is escalated, a different code like “Billing – Escalated” could be used. These selections are not arbitrary—they support analytics, quality assurance, and reporting functions in Genesys Cloud CX.

Wrap-up codes can also be mandatory or optional, depending on the configuration of the queue or interaction type. Admins may enforce the selection of a wrap-up code before an agent can become available again. This ensures accurate categorization of all customer interactions.

Other incorrect options:

• A. Classifying an agent’s skill level is done via skills and proficiency settings, not wrap-up codes.

• C. Idle time tracking is managed through status and presence states, not wrap-up codes.

• D. Routing to different queues is governed by ACD (Automatic Contact Distribution) logic and routing rules, not wrap-up codes.

In summary, the wrap-up code is a post-call function used to capture the result or purpose of a customer interaction, making it an important tool for analytics and operational insight in a Genesys Cloud CX environment.

Question 10:

Which of the following user roles is required to manage queues and routing configurations in Genesys Cloud CX?

A. Communicate-Only User
B. Agent
C. Admin
D. Quality Evaluator

Correct Answer: C

Explanation:

In Genesys Cloud CX, roles and permissions determine what actions a user can perform within the system. For tasks like managing queues, setting up routing rules, and configuring architect flows, a user must have administrative privileges. The default Admin role grants the necessary permissions to perform these system-level configurations.

Queue management involves creating, editing, and deleting queues, as well as assigning agents to specific queues. Routing configuration typically refers to the rules and logic that determine how incoming interactions (calls, chats, emails, etc.) are directed to queues or agents. These configurations are usually managed through the Architect tool and require access to ACD (Automatic Call Distribution) settings.

The Admin role typically includes permissions for:

• Managing user accounts and groups

• Assigning and editing roles

• Configuring ACD and routing

• Setting up and modifying flows in Architect

Other roles:

• A. Communicate-Only User: This role allows access to basic communication tools like voice and chat but does not include configuration privileges.

• B. Agent: This is the standard operational role for handling customer interactions. Agents cannot manage queues or perform administrative tasks.

• D. Quality Evaluator: This role is focused on interaction evaluations and performance monitoring, not system configuration.

Understanding the relationship between roles and permissions is essential for the GCX-SCR exam, as many exam questions focus on how system components interact and how access is managed. Granting the correct roles ensures users can perform their responsibilities without overexposing sensitive system functions, following the principle of least privilege.

In conclusion, only the Admin role offers the breadth of permissions required to handle routing and queue setup tasks, making C the correct answer.