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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Synchronizing time-off requests helps integrate these requests into agent adherence data.
Response:

A) False
B) True

2. Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:

A) Assign a queue for call routing
B) Define business hours
C) Set activity codes
D) Configure a management unit

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

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

4. Which activity code type is typically used for non-customer-facing tasks?
Response:

A) Call Handling
B) Productive
C) Adherence-Based
D) Non-Productive

5. In workforce management, what is a business unit?
Response:

A) A temporary team assigned to special projects
B) An individual employee's work schedule
C) The primary organizational entity for managing work plans and schedules
D) A group of departments handling separate tasks

Solutions: