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Genesys Cloud CX Workforce Management Certification Sample Questions:
1. In workforce management, how can an admin add an activity code?
Response:
A) Through the Business Unit Manager
B) Directly in the Queue Settings
C) Via the Activity Code Editor in the Admin panel
D) Within the Management Unit Configuration
2. What are the routing types used by Genesys Cloud?
Response:
A) Outbound Contact and Inbound Contact
B) IVR Routing and ACD Routing
C) WFM Routing and IVR Routing
D) AWS Routing and IVR Routing
3. 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) Generate
C) Add
D) Modify
4. An Agent cannot edit a time-off request after it has been created.
Response:
A) True
B) False
5. In Genesys Cloud, which two actions can an administrator take within the Time-Off Requests Page to manage requests effectively?
(Choose two)
Response:
A) Adjust shift adherence for time-off requests
B) Approve or deny time-off requests
C) View agent availability during the requested period
D) Synchronize requests with real-time adherence data
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: B,C |


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