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

Zendesk Certification Training Quiz | 2026/2027 Edition | Zendesk Academy | Verified Questions & Answers | 100% Correct Solutions Q: An agent notices tickets coming in from multiple customers referencing the same issue. Which workflow in Zendesk should the agent create to have an internal note link the customers' tickets, and update all the tickets at once when the root cause is resolved? Answer Problem/Incident Q: An admin needs to configure a drop-down ticket field that can be edited by both agents and customers submitting requests from the web form in the help center. Which ticket field permission is required? Answer Customers can edit Q: Which macro title would result in the macro nesting highlighted? Answer Customer:Order Issue Promo Code Q: You are onboarding a new agent who will primarily work on Level A support requests with the rest of their team. This agent also needs to see when the billing department receives Level A billing tickets, which is a separate group that not all Level A agents should have access to. Which group(s)/ticket access is required for this agent? Answer Level A/Billing/Tickets in agent's group Q: An admin would like to configure group mapping so a group of their agents receives tickets from a specific organization. For the configuration to work the admin must... Answer Select the group of agents from the organization's profile Q: You've created a new trigger to notify your customers of when you are closed for a holiday. What's the correct course of action after realizing your customers are receiving two "received request" notifications while your company is closed on holidays? Answer Modify the Notify requester of received request default trigger with: On a holiday? | Is | No Q: An admin has created this automation to notify the Tier 1 managers group when a ticket has not been updated in 24 hours. When they try to save the automation they receive an error message: "Automation must not run multiple times per ticket. It must have a time-based condition that is only true once." Which condition or action is missing from this automation? Answer Perform action: Add tag | notify Q: An admin on Zendesk Enterprise has set up multiple schedules to accommodate their global teams, but the first schedule in the list (the default schedule) is being used on all tickets. What does this admin need to do to use all of their schedules as intended? Answer Create a trigger for each schedule they want to use by setting the "Ticket: Set schedule" action and a specific condition. Q: An admin at a clothing manufacturing company who is both B2B and B2C needs to configure their Zendesk to accept support requests from anyone that is a potential customer, but also works with specific clothing vendors that only some agents specialize in. Which Zendesk access level should this admin configure? Answer Open Q: An admin is bulk importing end users via a CSV file which includes the users' names, email addresses, and organizations. The import continues to fail. Why might this be? Answer The organization needs to already exist in Zendesk before importing Q: Zendesk Explore Answer Analytics and reporting tool for customer service data. Features: Pre-built dashboards for customer metrics, Customizable reports and KPIs, Data integration from multiple channels, Performance benchmarking. Q: Zendesk Support Suite (Core Customer Service Solutions) Answer Unified ticketing system for managing customer interactions across email, chat, social media, phone, and messaging apps. Features: Omni channel communication, SLA (Service Level Agreement) management, Macros for repetitive tasks, Advanced workflow automation. Q: Zendesk Chat (Core Customer Service Solutions) Answer Live chat solution for real-time customer support. Features: Chatbots for automated responses, Proactive messaging to engage visitors, Chat triggers for predefined actions, Chat analytics and monitoring. Q: Zendesk Talk (Core Customer Service Solutions) Answer Cloud-based call center software. Features: IVR (Interactive Voice Response), Call routing and queuing, Voicemail and call recording, Real-time call monitoring and analytics. Q: Zendesk Guide (Core Customer Service Solutions) Answer Knowledge management system for creating self-service portals. Features: FAQ and help center creation, AI-powered suggestions for knowledge base articles, Content insights for optimization, Multi-language support. Q: Zendesk Sell (Core Customer Service Solutions) Answer Sales CRM and automation software. Features: Pipeline management, Email tracking and call logging, Customizable sales workflows, Reporting and forecasting. Q: Zendesk AI (AI and Automation) Answer AI-driven tools for customer support and internal workflows. Features: Intelligent triage for ticket prioritization, AI-powered bots for customer and employee queries, Automated tagging and routing, AI analytics for trends and sentiment analysis. Q: Answer Bot (AI and Automation) Answer AI bot for resolving common questions instantly. Features: Provides knowledge base article suggestions, Available across email, chat, and messaging apps, Escalates unresolved queries to agents. Q: Zendesk for Employee Experience (EmployeeExperience (EX) Solutions) Answer Tools to enhance internal support for HR, IT, and facilities teams. Features: Centralized ticketing for employee issues, Employee self-service portals, Collaboration tools (e.g., Side Conversations), Integration with tools like Slack, Microsoft Teams, and more. Q: Zendesk for IT Service Management (ITSM) (EmployeeExperience (EX) Solutions) Answer Specialized support for IT departments. Features: Incident management. Asset and inventory tracking, Change management workflows, Automation for repetitive IT tasks. Q: Zendesk Sunshine (Custom Solutions and Platforms) Answer Open and flexible CRM platform built on AWS. Features: Custom objects for tailored workflows, Event tracking for customer journeys, Centralized customer and employee data integration, API-first design for advanced customization. Side Conversations (Custom Solutions and Platforms) Answer Collaboration tool within Zendesk tickets. Enables internal discussions between teams (HR, IT, sales, etc.) or external vendors. Zendesk Marketplace (Custom Solutions and Platforms) Answer App store with over 1,200 integrations and extensions. Categories include analytics, productivity, eCommerce, and CRM. Zendesk Messaging (Messaging and Social Media Support) Answer Unified messaging across channels like web, mobile, and social apps. Features: Persistent chat history, Bots and automations, Integrations with Facebook Messenger, , Instagram, etc. Social Media Integrations (Messaging and Social Media Support) Answer Features: Monitor and respond to social media inquiries, Engage with customers via Twitter, Facebook, Instagram, and more. Advanced Security Features (Enterprise Solutions) Features: Role-based access control (RBAC). Single Sign-On (SSO) integrations. Data encryption at rest and in transit. Audit logs and GDPR compliance tools. Enterprise Support Plans (Enterprise Solutions) Customizable plans for large organizations. Features:Tailored workflows.Multi-brand and multi-language support.24/7 premium support. Implementation and Onboarding Services (Professional Services) Zendesk experts assist with setup and deployment. Features: System configuration., workflow design, Data migration support. Training and Certification (Professional Services) Zendesk Academy for skill development. Certification programs for advanced users and admins. Optimization Services (Professional Services) Continuous improvement and consulting. Features: Performance audits, Workflow enhancements, Advanced customizations. Customer service involves __________. - doing things consistently with customers What are two reasons people complain, according to Noah Fleming? - they want something free/discounted - they've actually been inconvenienced; thus, they want their concerns acknowledged Before you address any customer complaint, what is the first thing you should do? ask yourself "is this customer's concern valid or invalid?" What are the four steps you should take when dealing with a valid complaint? - apologize (it's not an admission of guilt) - state how you're going to handle the situation - communicate how you're going to follow-up - follow up and let the customer know what you've done Brady is on the phone with a customer who has an erroneous purchase on her credit card statement. If Brady uses the verify and clarify technique in this situation, what is the first step he will take? Listen to the customer You are mentoring a customer service representative who is trying to build his listening skills. What advice would you give the rep in order for him to provide great customer service? Focus on what your customer is saying How do you calm down an already upset customer? - let the customer vent ( be empathetic, tell them that you understand why they are upset, you couldn't imagine going through this, and you agree that it's frustrating) - apologize - verify and clarify their concerns - reassure them how you'll make changes or get ball rolling - if you cant fix it right that second tell them how and when you'll follow up Brielle is working with a very upset customer on a unique problem. She has listened to and acknowledged the customer's concerns. What should Brielle do next? Give the customer a couple of choices Ben is responsible for turning around Peaks and Valley Inc.'s unhappy customers. He is using FedEx's process known as Hierarchy of Horrors. What is the correct order of steps for Ben to take? List the company's mistakes, measure for thirty days, order the results, and then improve one area at a time You need to tell a customer that their complaint is invalid. What is a helpful technique for winning the customer over? Put yourself on their side.