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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

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

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

3. How can agents be added to a work plan in Genesys Cloud?
Response:

A) By selecting them in the Forecast Editor
B) By importing a CSV file with agent data
C) By adding them directly in the Work Plan
D) By assigning them through the Schedule Manager

4. The historical adherence report is useful for:
Response:

A) Reviewing adherence patterns over past shifts
B) Monitoring live agent activity
C) Adjusting agent availability in real time
D) Creating real-time schedules

5. Which two features are provided in the historical adherence view?
(Choose two)
Response:

A) Real-time agent tracking
B) Tracking adherence over a specific period
C) Identifying trends in agent availability
D) Configuring future adherence targets

Solutions: