Beyond is excited to share that our Genesys Cloud Scripting ILT course has went through a major update. To start, we have changed the name to Genesys Cloud: Designing and Managing Scripts reflecting a broader, more advanced scope aligned with modern agent scripting needs.
Here's a snapshot of what's been added and improved in the latest release:
Refined Learning Objectives and Outcomes
Each chapter now begins and ends with clearly defined learning outcomes, plus enhanced knowledge checks and realistic scenarios to reinforce applied understanding.
User Story-Driven Design
To support learners, we've integrated a consistent user persona named Alden, a Script Designer at our fictional company called MehGive Inc. His use cases run through every chapter, helping learners visualize how scripting features are used in practice to solve real business challenges.
Expanded Instructional Content
Every chapter has been significantly expanded:
- Chapter 1–2: Better coverage of the script editor UI and script types (Inbound, Outbound, Digital).
- Chapter 3: Step-by-step instructions for using component and script templates, importing/exporting scripts, and best practices for script reuse.
- Chapter 4: Deeper dive into variable types (including dynamic and list variables), along with updated examples for billing calculations and data conversions.
- Chapter 5: We expanded this chapter with clearer guidance on configuring script actions including secure flows, agent transfers, callbacks, and DNC list updates. Learners now walk through real-world use cases and configuration steps using built-in and custom actions.
- New Lab: Lab 8 – Execute Data Actions from a Script
- This lab focuses on real-world integration scenarios, where learners configure data actions to read/write from external sources like Salesforce or other CRMs.
Visual & Media Refresh
The course has been upgraded with:
- New graphics and illustrations to simplify complex configurations
- Updated screenshots aligned with the current Genesys Cloud UI
- New GIFs and videos showing real-time configuration processes for things like Secure Flow, Custom Actions, and Callback setup
Have questions? Reach out to us at education@genesys.com or visit Beyond Education for more training resources.
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Melissa Talamonti-Clark
Product Manager, Genesys Beyond
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