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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

A) False
B) True

2. Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:

A) Approve time-off requests
B) Adjust adherence penalties
C) View agent availability
D) Synchronize time-off with adherence data

3. What is the primary purpose of configuring service goal templates in workforce management?
Response:

A) To set billing standards
B) To manage holiday schedules
C) To automate adherence tracking
D) To establish performance targets like service level or average handle time

4. Who has the necessary permissions to cancel time-off requests?
Response:

A) Agent
B) Administrator
C) User
D) Supervisor

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

A) False
B) True

Solutions: