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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. 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) True
B) False

2. Which action can be taken if an agent's time-off request does not meet scheduling needs?
Response:

A) Automatically apply adherence penalties
B) Deny the request and provide feedback on availability
C) Approve the request and adjust forecast data
D) Assign the request to the agent's supervisor for review

3. The real-time adherence view allows immediate corrective action if an agent is not following their scheduled tasks.
Response:

A) True
B) False

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

5. An Agent cannot edit a time-off request after it has been created.
Response:

A) True
B) False

Solutions: