Zendesk Certification Training Examination | 2026/2027 Edition | Zendesk Academy | Verified Questions & Answers | 100% Correct Solutions

Zendesk Certification Training Examination | 2026/2027 Edition | Zendesk Academy | Verified Questions & Answers | 100% Correct Solutions Q: A department is a collection of agents. How can departments help you, as an agent, provide better customer support? Select all that apply. Answer By allowing customers to select a department they wish to connect with via the pre-chat form. They can be used to match you with chats that meet your areas of knowledge and expertise. Q: The web widget can be placed on a company's website or help center to allow customers to get in touch with agents. Which of these web widgets shows that agents are online and available? Answer A Q: From your agent profile, you can modify aspects of your chat experience. Which of these features can you edit in your agent profile? Select all that apply. Answer Avatar Sound notifications Display name Q: You have just finished helping a customer and need to step away from your desk for a few minutes. Where in the chat dashboard would you go to show potential incoming customers that you are not available at the moment? Select the letter (A, B, C) that best corresponds to where in the interface you would click to perform this action. Answer B Q: Your customer starts a chat asking if their latest delivery information is up to date. Where can you go to see any past information that may have been left by a previous agent, to ensure the customer's past communication was left as a note? Select the letter (A, B, C) that best corresponds to where in the interface you would click to perform this action. Answer C Q: You are busy handling two chats at once related to different topics. You receive a third chat, asking you about the refund process. What feature could you use, if set up, to quickly respond to this common request while you deal with other chats? Answer A shortcut that generates the initial response to questions related to refunds. Q: Can you search for a past chat by using a visitor's email address? Answer Yes, by accessing advanced search by navigating to History Advanced Search People panel. Q: Which of the following chat actions can help you collaborate with other agents? Answer Transfer a chat Invite agent Q: A customer has been on a webpage for just over five minutes. They then get an automated chat message asking them if they need any assistance before moving forward with their purchase. This chat message is an example of a ____________. Answer Proactive chat Q: An admin notices there have been a number of missed chats over the last few days and wants to follow up with the customers. What are two ways the admin can find these missed chats? Answer Go to the chat History and filter the missed chats. Go to the Chat and Agent Reports in Analytics. Q: In an effort to provide better customer service, the business wants to open up ways to proactively chat with customers. Which two methods will accomplish this? Answer From the dashboard, click Visitors Find the visitor Initiate a chat. From the dashboard click on Settings Triggers Create a proactive trigger. Q: How can agents serve chats when they are away from their computer? Answer Zendesk Chat mobile apps Q: An account has 5 chat agent seats. The account owner wants to add 5 more agents but is being asked to upgrade the number of chat licenses. Why does the account need to be upgraded? Answer Each Chat agent needs a dedicated login in order to respond to chats. Q: What are two ways that an account can set up their business hours in the Chat Widget? Set up a single account schedule. Answer Apply customized schedules to each department. Q: Agents keep forgetting to mark themselves "Away" during breaks which has caused some missed chats. How can the admin enable Automatic Idle? Answer Enable Assigned routing and Reassignment to unlock Automatic Idle. Q: An admin would like to ensure that visitors from Italy are automatically routed to Italian speaking agents. What configuration will make this possible? Answer Enable skills-based routing to match Italy-based customers with Italian-speaking agents. Q: What is a shortcut leveraged in Chat? Answer Add tags to a chat. Q: When chatting with visitors, which three tools are referenced via the chat window? Answer Visitor browser information Visitor notes Visitor IP address Q: What is the earliest point in the conversation that your agent can prompt the customer for a satisfaction rating? Answer After the agent's first message. An administrator is tasked with identifying notes about a visitor via the API. What call can be made? Answer GET /api/v2/visitors/{visitor_id} What are three examples of structured messages that can be implemented using the Chat Conversations API? Answer Panel Template Carousels Quick Replies List Templates how do you enable unsafe HTML? Answer guide admin settings guide settings security display unsafe content what are the 3 default data points in guide reports? Answer article views, article votes, and search queries How do you add a category? Answer guide admin click add drop down click add category how do you restore a previous revision? Answer guide admin manage article select article version history select previous version select restore version what 3 things can you do when you click on the 3 dots on a custom theme? Answer copy, rename, and download what files can you find when you open the edit code feature? CSS, Javascript, templates what is the benefit of using curly bars? Curly bars are used to access information from Zendesk, for example, to display a list of articles, a list of categories, etc. Curly Bars is the templating language used in Zendesk themes. It allows developers to create dynamic and customizable content within their themes. Understanding and utilizing Curly Bars is essential for making themes that are both functional and visually appealing. how would you limit the access to an FAQ page to a certain group of users? you would set user segments at the article level what are the default user types that guide admins cannot edit? staff and signed-in users How do you restrict Help Center access to signed-in end-users only? Settings guide settings security how do you add languages to categories and sections? on the edit section or edit category page what information can be found on user profiles in the help center? comments, votes, tickets what 2 ways can you arrange articles? Drag-and-drop to manually reorder your top-level categories or sections within a category or articles within a section. You can also set an automatic sort order in edit mode, if you prefer it to manual reordering. you have a list of articles that you would like to share with other agents in guide, how would you share that list of articles? under the manage article tab, identify the articles you would like to share. click the save search as list button. Then locate the list under saved lists and share the list by clicking the drop-down arrow and share list. how would you organize your article into a tree in the help center? by adding articles to sections how does an agent become active in the knowledge capture app? Searching for Articles: Agents use the app to search for relevant articles to assist with ticket responses. Linking Articles: They link these articles to tickets, providing customers with helpful information directly from the knowledge base. Flagging Articles: Agents can flag articles that need updates or improvements, ensuring the knowledge base remains accurate. Creating New Articles: When agents identify gaps in the knowledge base, they can create new articles to fill those gaps. how does using the knowledge capture app help with efficiency? it helps from having to click through too many tabs for fasters ticket resolution. agents can quickly search for and link relevant information within the ticket. it also provides for consistent responses. what are management permissions used for in zendesk? *to restrict content approvals. Role-Based Access: By assigning specific roles and permissions, you can ensure that only designated agents have the authority to approve and publish articles. This prevents unauthorized changes and maintains content quality. Approval Workflows: You can set up workflows where articles need to be reviewed and approved by certain roles before they are published. This ensures that all content goes through a quality check. User Segments: Permissions can be assigned to user segments, allowing you to define which groups of agents have the ability to approve articles. This adds an extra layer of control over the approval process. how are flagged articles assigned in the knowledge capture app? On the settings page, enable the option Assign flagged tickets to the article owner. This will automatically route flagged tickets to the owner of the article. what 2 things need to be done before enabling comment in the zendesk community? User Authentication: Ensure that users are required to log in to their Zendesk Help Center accounts to post comments. This helps maintain accountability and reduces spam. Permission Settings: Configure the appropriate permissions to control who can comment. This might involve setting up roles and permissions to ensure only authorized users can post comments. how do you set reminders to review and verify articles in zendesk guide? settings article verification click add how would you set up a reminder to verify articles that originate from the knowledge capture app every 30 days? 1. Access Article Verification Settings: Click the Settings icon in the Guide sidebar. Select Article verification. 2. Create a Verification Rule: Click Add to create a new verification rule. Enter a name for the rule, such as “Knowledge Capture Articles Verification”. 3. Set Criteria: Define the criteria to target articles originating from the Knowledge Capture app. You might use labels or categories that are specific to these articles. 4. Set Frequency: Choose Every 30 days as the frequency for the reminder. 5. Save the Rule: Click Save to activate the rule how do you view a list of unverified articles in Zendesk guide? manage articles needs verification how do you begin verifying articles in the help center? Guide admins can choose one of the following strategies: Manually unverify articles, prompting a review and verification by article owners. Automatically unverify articles by configuring article verification rules based on predefined filter and interval criteria. Unverified articles appear in the Needs verification list in Guide admin and are included in bi weekly emails to article owners reminding them to verify their articles. how do you flag articles in the knowledge capture app? In a new or existing ticket, open the Knowledge Capture app from the ticket interface. Use the search bar within the app to find the article you want to flag. Click on the article title in the search results to open it in a preview window. Hover over the text that needs an update and click the comment icon that appears beside the text. Enter your feedback in the comment field. You can add comments to multiple sections if needed, Click Send feedback to submit your comments. This action will create a new ticket containing: A link to the flagged article and a link to the original ticket where the issue was identified. Which 2 tools can you use to integrate and track user engagement and interactions within your Zendesk Guide help center? Web Widget: This tool allows you to embed help center functionality on your website and track user interactions directly from your site. SDK (Software Development Kit): SDKs enable the integration of Zendesk features into mobile apps or other platforms, allowing you to track user engagement and interactions within those environments how do you become active on the team publishing report? create, edit, or publish an article Where do you go to assign members of your team unverified articles? To assign members of your team to unverified articles in Zendesk Guide, follow these steps: 1. Open Zendesk Guide: Navigate to the Guide section of your Zendesk account. 2. Manage Articles: Click on the Manage articles icon in the sidebar. 3. Needs Verification: Select the Needs verification option. This will display a list of all unverified articles that need to be reviewed and verified. 4. Assign Articles: Open an article that needs verification. Click the Assign icon in the right side of the article header. Type the name of the team member you want to assign the article to and add any necessary internal notes. Click Send to notify the assignee. You have enabled a help center with multiple brands. what 3 things will be different between the different brands? When you enable a help center with multiple brands in Zendesk, the following three options will be different between the brands: Different Homepages: Each brand can have its own unique homepage, tailored to its specific audience and design preferences. Different Sections and Categories: Sections and categories within the help center can be customized for each brand, allowing for brand-specific organization of content. Different Community: Each brand can have its own community, enabling brand-specific discussions and interactions. What is essential when enabling article commenting? When enabling article commenting in Zendesk Guide, several essential factors need to be considered: User Authentication: Ensure that users are authenticated before they can comment. This helps in maintaining accountability and reducing spam. Moderation: Set up moderation rules to review comments before they are published. This ensures that inappropriate or irrelevant comments are filtered out. Notification Settings: Configure notifications so that relevant team members are alerted when new comments are posted. This helps in timely responses and engagement with users. you make changes to a user segment. What 3 ways can you check the changes? When you make changes to a user segment in Zendesk Guide, you can check the changes in the following three ways: Preview Matching Users: After editing a user segment, you can preview a list of matching users on the right side of the user segment editing page. This helps you verify that the correct users are included in the segment. View Articles with Applied Segment: You can click on “View articles that are only visible to this segment” to see a list of articles where the user segment is applied. This ensures that the segment is correctly applied to the intended articles. Check User Permissions: Navigate to the User Permissions section in Guide and review the user segments to ensure that the changes are reflected correctly. This includes verifying that the correct tags, groups, organizations, or individual users are included. when does an agent get notified of changes to an article? An agent gets notified of changes to an article in Zendesk Guide if they are subscribed to that article. When the article is published or updated, subscribed agents receive notifications about the changes.