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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:

A) Skills
B) A Score
C) Desire to Use
D) Languages

2. Which component in workforce management is used to organize agents and define specific scheduling and adherence rules?
Response:

A) Schedule Creator
B) Task Manager
C) Management Unit
D) Queue Group

3. When you add a forecast modification, you need to enable it to be active.
Response:

A) False
B) True

4. What is the primary purpose of configuring service goal templates in workforce management?
Response:

A) To automate adherence tracking
B) To set billing standards
C) To establish performance targets like service level or average handle time
D) To manage holiday schedules

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

A) False
B) True

Solutions: