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Exam Genesys GCX-WFM Format - Exam GCX-WFM Details

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Genesys Cloud CX Workforce Management Certification Sample Questions (Q66-Q71):

NEW QUESTION # 66
Which term describes the process of adjusting a schedule based on load demands?
Response:

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

Answer: D

NEW QUESTION # 67
What is the primary purpose of configuring service goal templates in workforce management?
Response:

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

Answer: C

NEW QUESTION # 68
In Genesys Cloud, what is the first step to approve a time-off request?
Response:

A. Synchronize with adherence settings
B. Adjust agent availability
C. Access the time-off requests page
D. Add a forecast modification

Answer: C

NEW QUESTION # 69
Which component in workforce management is used to organize agents and define specific scheduling and adherence rules?
Response:

A. Queue Group
B. Task Manager
C. Management Unit
D. Schedule Creator

Answer: C

NEW QUESTION # 70
Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:

A. Set service goals for adherence tracking
B. Generate load-based schedules based on call volume predictions
C. Approve time-off requests directly in the Schedule Editor
D. Customize shift start and end times for individual agents

Answer: B,D

NEW QUESTION # 71
......

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Matt Jones Matt Jones

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