Workforce Engagement Management

For those who have taken the WFM certification, what surprised you the most about the exam? and on preparation? 
What did you find most challenging, and were there any "tricky" questions that could easily trip someone up?

Howdy David,

Make sure you read through the entire Genesys Cloud: WEM - Workforce Management ebook, and complete all the learning checks they provide.

90% of the questions from there, and 10% will be from Genesys Cloud Contact Center Administration.

I also made flash cards with lots of the terminology, which helped a lot, you can also get great info from resource centre to deep dive on topics from the ebook you want to learn more about -  like how many shifts can a workplan support? you can find that in resource centre! https://help.genesys.cloud/articles/workforce-management-supported-configuration/

Pay attention to all questions and theory explained in course which is used as preparation to exam (Genesys Cloud: WEM - Workforce Management https://education.genesys.com/explore/course/genesys-cloud-wem-workforce-management). Pay attention to terminology used in course as it will be used often to mislead you on questions where 2+ answers are looks to be accurate. In general certification for WFM is not to hard to complete if you attended training.

great

Hello David, hardest part is to remember everything, it`s a huge material, the largest ebook among all the certifications

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Marcos Antonio da Silva
Principal PS Consultant
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I haven't taken this exam yet, I'd appreciate some advice.

Hi @David Betoni,

This is the only one I still need to complete my renewals. When I took it in 2023, I didn't notice many "trick" questions. I'll follow this discussion since I plan to take it at the end of this month, and I'll let you know how it goes.

The hardest part for me is interpreting the question. I want to ask "do you mean A or B"? The resulted in my best guess on a number of occasions, but often there is only one plausible answer so thankfully I got there! I think the questions could be worded better to provide clarity, but it might just be me! 

@David Betoni, I also need to study it.

WFM certifications are valuable, but like any certification, they come with their own challenges. For me, the most difficult part was balancing the practical workforce management scenarios with the theoretical concepts. However, the learning process was very rewarding and helped strengthen both operational and strategic thinking.