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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two key elements should be considered when creating a management unit?
(Choose two)
Response:

A) Set agent skill levels
B) Create activity codes
C) Configure queue routing paths
D) Define service goal templates

2. Which term describes the process of adjusting a schedule based on load demands?
Response:

A) Adherence Matching
B) Capacity Planning
C) Load-Based Scheduling
D) Forecast Scaling

3. Which two elements can be adjusted when creating a load-based schedule?
(Choose two)
Response:

A) Forecasted call volume
B) Agent availability
C) Activity code adherence
D) Shift start and end times

4. In Genesys Cloud, what is the first step to approve a time-off request?
Response:

A) Adjust agent availability
B) Access the time-off requests page
C) Add a forecast modification
D) Synchronize with adherence settings

5. In Genesys Cloud, what is the purpose of a blank schedule?
Response:

A) To create a template for new schedules without predefined shifts
B) To add a forecast for future shifts
C) To reset an agent's adherence history
D) To clear previous adherence data

Solutions: