Genesys GCX-SCR Exam Questions - Navigate Your Path to Success

Correct : B

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.

Genesys Cloud CX Data Actions and Scripting Documentation.

Correct : B

The Predictive dialing mode in Genesys Cloud CX is designed to dial multiple contacts at once before an agent becomes available. This mode predicts when an agent will become available and starts dialing in advance to maximize agent talk time and minimize idle time. By calling multiple contacts simultaneously, it ensures that an agent is almost always engaged, improving campaign efficiency and throughput.

This dialing mode is particularly effective in large-scale outbound campaigns where maximizing contact rates and minimizing downtime is critical.