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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which two elements are crucial for configuring activity codes?
(Choose two)
Response:

A) Configuring compliance rules
B) Assigning a color code for visual identification
C) Defining whether it affects adherence
D) Setting the agent pay rate

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

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

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

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

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

A) True
B) False

5. What is the primary function of a work plan in Genesys Cloud?
Response:

A) To manage call quality metrics
B) To assign specific call tasks to agents
C) To monitor real-time adherence
D) To define shifts and work patterns for agents

Solutions: