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NO.1 Is it possible to configure breaks as mandatory elements of a shift?
A. Yes, for any break
B. Yes, for paid breaks only
C. No
D. This depends on other configuration constraints
Answer: C

NO.2 Using which application can you backup the WFM Database?
A. Genesys Administrator
B. WFM Database Utility
C. WFM Backup Utility
D. WFM Configuration Utility
E. WFM Web
Answer: E

NO.3 You are configuring an Event, in building a forecast for a particular period, which of the
following should you select to ignore volume and AHT?
A. Attribute Property
B. Disregard Historical Data
C. Overlap Template
D. Activity
Answer: D

NO.4 Which statements are correct? Choose 2 answers
A. It is possible to use a Meeting scheduler after a schedule has been published.
B. It is possible to create a schedule without a published forecast.
C. Once a schedule is published there it is no longer possible to change it.
D. It is possible to remove single schedule Items from a schedule like Breaks, Trainings, etc., but it is
not possible to remove multiple items at atimee.g. Meeting from all team members.
Answer: B,D

NO.5 Which statement is correct?
A. A site in WFM always corresponds to a Switch in Genesys Administrator.
B. A site is always apart of Business Unit.
Answer: A

NO.6 Which of the following access rights can be configured in WFM Configuration utility? Choose 4
answers
A. Access to Agent Groups
B. Access to Teams
C. Agent access to WFM Web for Agents
D. Access to WFM reports
E. Access to Master Schedule
F. Publish Forecast
Answer: A,C,D,F

NO.7 Which of the fallowing can be configured to send (through a customer-supplied SMTP server) E-
mail notifications to agents and supervisors?
A. WFM SMTPServer
B. WFM MailServer
C. WFMBuilder
D. WFMDaemon
Answer: C

NO.8 How do you guarantee the same day-off for a team while their start times on a work day may
vary?
A. Use Rotating Patterns
B. Use Shift Exceptions
C. Set "Maximum Start time difference for Members of the same team" parameter
D. Select "Use Team Constraints" while building the schedule
Answer: A