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Genesys Cloud CX Workforce Management Certification Sample Questions (Q30-Q35):

NEW QUESTION # 30
Which component in Genesys Cloud is used to create and manage agent schedules?
Response:

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

Answer: A

NEW QUESTION # 31
Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:

A. Schedule Settings
B. Shift Configuration
C. Adherence Tracking
D. Activity Codes

Answer: D

NEW QUESTION # 32
In workforce management, how can an admin add an activity code?
Response:

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

Answer: B

NEW QUESTION # 33
Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:

A. Reduces adherence penalties for agents
B. Allows agents to exchange shifts with manager approval
C. Ensures scheduling meets service goals
D. Allows agents to exchange shifts with each other

Answer: B,D

NEW QUESTION # 34
Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:

A. Assign a queue for call routing
B. Configure a management unit
C. Define business hours
D. Set activity codes

Answer: B,C

NEW QUESTION # 35
......

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