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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which term describes the process of adjusting a schedule based on load demands?
Response:

A) Forecast Scaling
B) Adherence Matching
C) Capacity Planning
D) Load-Based Scheduling

2. Which two actions are necessary when setting up a work plan?
(Choose two)
Response:

A) Assign call routing preferences
B) Define shift activities
C) Configure daily shifts
D) Monitor call quality metrics

3. In workforce management, how can an admin add an activity code?
Response:

A) Through the Business Unit Manager
B) Via the Activity Code Editor in the Admin panel
C) Directly in the Queue Settings
D) Within the Management Unit Configuration

4. 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

5. What is the purpose of the Schedule Editor in Genesys Cloud?
Response:

A) To manage adherence reports
B) To configure quality monitoring for interactions
C) To track agent skills and certifications
D) To create and adjust agent schedules based on business needs

Solutions: