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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.
Response:

A) False
B) True

2. When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:

A) Establish management units within the business unit
B) Set up recurring call reports
C) Configure adherence tracking settings
D) Add quality monitoring processes

3. Which two components are configured in a service goal template?
(Choose two)
Response:

A) Forecast Editor
B) Average Handle Time
C) Service Level
D) Call Volume Reports

4. In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:

A) Queue Assignment
B) Schedule Editor
C) Management Unit
D) Time-Off Requests Page

5. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:

A) Add an approval signature
B) Check for scheduling conflicts
C) Ensure activities align with business needs
D) Verify agent login times

Solutions: