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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:

A) False
B) True

2. In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
Response:

A) Assign to the Agent Manager
B) Configure Real-Time Adherence
C) Validate and save the work plan
D) Submit for approval

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

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

4. Which feature allows you to track adherence deviations as they occur?
Response:

A) Queue Manager
B) Real-Time Adherence View
C) Schedule Monitor
D) Adherence Tracker

5. In Genesys Cloud workforce management, an activity code must always impact adherence.
Response:

A) False
B) True

Solutions: