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Genesys Cloud CX Workforce Management Certification Sample Questions (Q31-Q36):

NEW QUESTION # 31
Which two key elements should be considered when creating a management unit?
(Choose two)
Response:

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

Answer: B,C

NEW QUESTION # 32
In Genesys Cloud, what is the purpose of a blank schedule?
Response:

A. To create a template for new schedules without predefined shifts
B. To reset an agent's adherence history
C. To clear previous adherence data
D. To add a forecast for future shifts

Answer: A

NEW QUESTION # 33
Which setting should be enabled to track both scheduled and actual agent activities?
Response:

A. Adherence Sync
B. Schedule Adherence Tracking
C. Real-Time Monitoring
D. Adherence Matching

Answer: B

NEW QUESTION # 34
What is the forecast source data used for in Genesys Cloud?
Response:

A. To create backup schedules for agents
B. To predict future call patterns based on historical data
C. To provide real-time call metrics
D. To analyze agent performance trends

Answer: B

NEW QUESTION # 35
Which component in Genesys Cloud is used to create and manage agent schedules?
Response:

A. Work Plan
B. Business Unit
C. Queue Group
D. Schedule Manager

Answer: A

NEW QUESTION # 36
......

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