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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

A) True
B) False

2. Which component in Genesys Cloud is used to create and manage agent schedules?
Response:

A) Work Plan
B) Business Unit
C) Schedule Manager
D) Queue Group

3. When creating a management unit, what key principle must be considered?
Response:

A) Organizing agents by their daily availability
B) Enforcing hourly task completion
C) Ensuring minimal agent interaction
D) Aligning agents with specific scheduling requirements

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

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

5. In workforce management, how can an admin add an activity code?
Response:

A) Through the Business Unit Manager
B) Directly in the Queue Settings
C) Via the Activity Code Editor in the Admin panel
D) Within the Management Unit Configuration

Solutions: