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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which property has to be disabled if you want the meeting to start at the same time for everyone while you set up the shift activities?
Response:

A) Daily Paid Time
B) Counts as Work Time
C) Copy Shifts to Days
D) Start Time is Relative to Shift Start

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

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

3. Agents that handle the same set of interactions should belong to the same Business Unit.
Response:

A) False
B) True

4. In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:

A) Adherence Tracker
B) Schedule Editor
C) Service Level Adjustment
D) Forecast Modification

5. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

A) Directly adjusting future agent schedules
B) Identifying recurring non-adherence trends
C) Modifying forecast data for future adherence planning
D) Analyzing adherence at specific times of day

Solutions: