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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) Define service goal templates
C) Configure queue routing paths
D) Create activity codes

2. You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:

A) Create
B) Modify
C) Add
D) Generate

3. 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

4. The forecast editor is used exclusively for viewing forecast data without any modifications.
Response:

A) False
B) True

5. Which role typically has permission to create and configure a business unit?
Response:

A) Customer Service Manager
B) Agent
C) Workforce Administrator
D) Quality Assurance Specialist

Solutions: