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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. An Agent cannot edit a time-off request after it has been created.
Response:

A) False
B) True

2. In Genesys Cloud, you can validate and save a work plan after configuring shifts and activities.
Response:

A) False
B) True

3. In workforce management, what is a business unit?
Response:

A) The primary organizational entity for managing work plans and schedules
B) A group of departments handling separate tasks
C) An individual employee's work schedule
D) A temporary team assigned to special projects

4. What is the default value for Severe Adherence Threshold settings?
Response:

A) 5 minutes
B) 10 minutes
C) 6 minutes
D) 7 minutes

5. Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately?
(Choose two)
Response:

A) Adjusting the agent's schedule within the adherence view
B) Logging adherence changes automatically in the forecast data
C) Viewing specific deviations from the schedule
D) Sending a notification to the non-adherent agent

Solutions: