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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two key elements should be considered when creating a management unit?
(Choose two)
Response:

A) Define service goal templates
B) Set agent skill levels
C) Create activity codes
D) Configure queue routing paths

2. How can agents be added to a work plan in Genesys Cloud?
Response:

A) By selecting them in the Forecast Editor
B) By assigning them through the Schedule Manager
C) By adding them directly in the Work Plan
D) By importing a CSV file with agent data

3. Choose the available metrics for forecasting methods.
Response:

A) Answered
B) Offered
C) Average Handle Time
D) Response Time

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

A) False
B) True

5. If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.
Response:

A) False
B) True

Solutions: