Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems…

Question breakdown

Tests

Maintain organizational hierarchy in user profiles

Difficulty

Easy

Key idea: The Genesys Cloud org chart is built from each user's manager field, so changing the manager repositions the user, and peer relationships follow from that.

How to reach the answer

1. With no HR sync, the change must be made manually, which rules out A.
2. The hierarchy is derived from the 'reports to' (manager) relationship.
3. Peers are calculated as users who share the same manager, so they are not edited directly.
4. Updating only the manager in Amelia's profile is sufficient, so B is the answer.

Each option

• AIncorrect. Without an HR integration, nothing tells Genesys Cloud about the change, so it will not update on its own.
• BCorrect. Setting the new manager in her profile automatically moves her in the hierarchy and updates her peers.
• CIncorrect. Peers are derived from the manager relationship and do not determine who the manager is.
• DIncorrect. Peers do not need to be edited separately because they update automatically from the manager field.

Common trap: Option D looks thorough, but peers are a derived relationship and do not need to be edited.

In practice: Admins update the manager field during transfers, or bulk-update it with CSV or SCIM sync, to keep the org chart and directory accurate.

Remember: Change the manager and the hierarchy follows, because peers are derived from the shared manager.

Drafted with AI assistance and checked against the answer key.