Zendesk Certification Training Exam V2 | 2026/2027 Edition | Zendesk Academy | Verified Questions & Answers | 100% Correct Solutions

Zendesk Certification Training Exam V2 | 2026/2027 Edition | Zendesk Academy | Verified Questions & Answers | 100% Correct Solutions Q: What are five categories in why customers turn abusive? Answer - career (loss of job, feeling stuck in a job they hate) - relationships (having challenges, being dumped, going through a divorce, friend/relative problems, etc) - finances (lack of money, loss of house, in a costly lawsuit, etc) - health (diagnosis of cancer, has a sick kid, lost someone recently) - overall well-being (habit of being abusive to customer service reps) Q: Which scenario exemplifies a customer who will most likely become abusive in a customer service interaction? Answer Nadia lost her job after 10 years of service Q: What is the first step in dealing with abusive customers? Answer assessing why the customer is so upset Q: How can you serve abusive customers? Answer finding the answers to: - why is the customer so upset? - what does the customer want at the end of the transaction? - what can you do to solve their problem? Q: What does every customer need to feel? Answer - heard - understood -cared for Q: How can you reassure the customer? Answer - take responsibility for the problem - do everything to ensure that they leave happy - say that you will work to solve their issue ASAP Q: You are a customer service representative for the Department of Motor Vehicles (DMV), working on a solution for an upset customer. What is the best approach to change their focus in a positive manner? Answer Make fun of yourself to get a laugh Q: You manage a sports apparel store. A customer complains that his team's jersey has been out of stock three times. What can you say to best empathize with this customer's problem? Answer This must be frustrating. Some customers have found popular jerseys restocked on Tuesdays. Q: You are on a tech support call with an upset customer, who yells a racial slur at you. After reminding the customer that you care about solving their issue, how should you respond? Answer Apologize for not being able to serve the customer, suggest they call back when they can have a respectful conversation, and end the call. Q: When trying to resolve a customer's issue, why should you ask the customer what the problem is exactly and how they want it resolved? Answer You want to ensure that the solution fits the problem as they see it. Q: You handle billing at a cable provider. A customer calls because they were charged more for a service than they were previously quoted. How can you keep this call from escalating? Answer Take responsibility and keep the customer happy by immediately reducing the bill to an authorized amount Q: How can you best assess a customer's problem in order to solve it? Answer Ask why the customer is upset, what the customer wants from the transaction, and what you can do to solve the problem Q: Which statement exemplifies using positive communication, and also your intent to show a customer that they have been heard, understood, and cared for? Answer I wish I could charge you a lower rate. What I can do is offer you a credit for next month. Q: When following up on an issue, you find that the customer is satisfied with your solution. What is the best next step? Answer Offer the customer an unexpected item of value, such as a coupon or free gift. Q: After ending a call with an abusive customer, what else might you do to handle the situation? Answer Send the customer a solution in writing and document the interaction using the code system. Q: How can you prepare yourself and your team to deal with abusive customers? Answer List common abusive customer situations, practice solutions to those issues, and integrate the code system into your employee handbook. Q: You are a restaurant server, and an abusive customer is complaining about their salad. You offer several solutions, but the customer rejects them all. How should you further handle this? Answer Ask your manager to ask the customer to leave Q: Tips to be an Active Listener? (5) Answer 10 second rule Limit distraction (No phone, Slack on mute) Don't interrupt (Write down questions/thoughts) Clarify & paraphrase Listen to emotions Q: How to be an active listener? (5) Answer 1. Ask Questions 2. Seek Elaboration (Repeat answer, 5 Whys) 3. Speak Less (Bite Tongue) 4. Use Minimal Encouragers ("Right") 5. Probe Further (Repeat Answers, Seek Clarification) Q: CX Trends -- Background Answer "2020 changed everything. Stuck at home, customers flocked online. Almost overnight, agents began operating apart. And companies scrambled to figure it all out. A company's success depends on their customer experience -- 3/4 think of whether a company does it well when making a purchase 1/2 will leave after one bad experience Whether it's adding support over messaging or giving agents a new way to stay connected, being able to adjust quickly to keep up with customers and set your teams up for success has never been more important Q: 6 CX Trends Answer Spotlight on CX A More conversational world In uncertain times, agility is key! The future of work is now The digital tipping point Q: SMB CX Trends? Answer More with less What's changed? Answer More support requests Higher customer expectations Less resources How do we Help SMB? Answer Agility Solving tickets: Answer via Messaging apps Self-service Boosting agent collaboration Managing more customer data What is in the Zendesk Suite? (7) Support Talk Chat Guide Gather Explore Sunshine What are the Zendesk Suite Add-ons? (12) Collaboration Advanced security Productivity pack Multibrand Data center location Answer bot High-volume API Social messaging Premium sandbox Premier support priority suppor Light agetns side coversations HIPAA compliance What are the 3 Pillars of the Zendesk Solution? Make it Easy for your Customers Set your Team up for Success Keep Your Business in Sync Making it Easy for your Customer in 1 sentence? Offer support in ways that are convenient for your customers, so it's simple for them to get the answers they need Set your Team up for Success in 1 sentence? Help your agents, admins and internal teams do their best work with robust out-of-the-box tools that are quick to set up and easy to use Keep Business in Sync 1 sentence? Customize to your heart's content with an open and flexible platform that you can scale, extend, and optimize as your business changes Making it Easy for your Customers -- 4 main points? Conversational experiences All the channels you need Self-service at scale Personalized and contextual Set your Teams up for Success -- 4 main points? Easy to use agent workspace Powerful collaboration tools Routing and Intelligence Seamless content Keep your Business in Sync -- 4 main points? Unified view of customers Powerful reporting and analytics Customizable workflows Integrations to connect your data Make it Easy for your Customer -- 2020 Background? Pandemic = accelerated messaging adoption Consumers what instantaneous support Make it Easy for your Customers -- 3 Value Props? Meet your Customers where and how it's convenient for them Empower customers to help themselves Provide a personal touch at scale Make it Easy for your Customers -- Meet your customers where and how it's convenient for them -- Features? Customers can reach you on any channel and device Conversations stay connect, however you choose to interact Example: Grandpa vs Gen Z Nephew Make it Easy for your Customers -- Meet your customers where and how it's convenient for them -- Problem vs Solution? Problem Preferred channel CX is a competitive differentiator Serve customers in real-time Solution Any channel and device Conversations stay connected Make it Easy for your Customers --Empower customers to help themselves -- Features? Help center AI-powered bots Make it Easy for your Customers --Empower customers to help themselves -- Problem vs Solution? Problem High volume of questions Customers have complex questions Scale customer CX Solution Self-service Help center Community forums AI - powered bots Example: Uber, lots of customers, we took care of that, they could focus on growth Make it Easy for your Customers -- Provide a personal touch at scale -- features? Built-in Ai Customer context Conversation history Example: Uber Eats, Happy Birthday gift card, customer data to provide personalized experience, ---where do you think I'll order food with moving forward? Make it Easy for your Customers -- Provide a personal touch at scale -- Problem vs Solution? Problem Customer has to repeat themselves Provide relevant solutions Personalized support to scale Solution Unique and personal experience Context so customer never has to repeat themselves Set your Team for Success -- 4 Value Props? Manage and respond to customers from one unified place Boost efficiency with contextual knowledge across the company Help your agents work smarter with built-in routing and intelligence Deliver relevant self-service content at scale Set your Team for Success - Manage and respond to customers from one unified place - Features? unified workplace Easily switch channels Context at your fingertips Extend to fit your needs (marketplace) User Roles Agents permission Example: can't mess with account settins Groups Organize Agents Example: Uber Agent vs Uber Eats Agents Brands Prodcuts/Services Example: Uber vs Uber eats Views Organizing conversation based on criteria Example: customer that bought X service Ticket forms template for support request Example: Uber -- couldn't find driver Tags Conversation categorization Example: for analyzing problems Dynamic Content Support in other languages Schedules Business hours Set your Team for Success - Manage and respond to customers from one unified place - Problem vs Solution? Problem Agents navigate between different channels Staffing across channels is difficult Adding channels may lead to worse CX Solution Customer conversation in an unified workspace Easy to switch channels Custom context App integration Set Team for Success-- Boost efficiency with contextual knowledge from across the company -- features? Easy-to-use collaboration tools Ticket, email, slack Organize conversations Workflows, Routing, Reporting Tags Optimize your workspace Ticket fields Apps Macros (pre-written responses) Example "Someone hasn't gotten their package" Set Team for Success-- Boost efficiency with contextual knowledge from across the company -- Problem vs Solution? Problem Searching for information for customer request Tools/data scattered Unable to collaborate Solution Easy-to-use collaboration tools for ticket communication over slack/email Organize conversation with routing/reporting/tags Optimize your workspace with ticket fields/apps/macros Shopify information example is Set Team for Success - Help your agents work smarter with built-in routing and intelligence - Problem vs Solution? Problem Ticket volume and right ticket to the right agents Time on manual tasks Teams not engaged Solution Route inquiries - to right agent Just hit 'play' -- automatically guides to agents Lean on AI to gather right information Set Team for Success - Deliver relevant self-service at scale - features? Easy access to knowledge (Agent knowledge base) Involve your team in content ( Institutional knowledge) Identify knowledge gaps (Align knowledge base from customers needs) Set Team for Success - Deliver relevant self-service at scale - Problem vs Solution? Problem Better ways to share content internally Same agents tapped for knowledge Institutional knowledge hard to capture Solution Easy access to knowledge Involve your team in content Identify knowledge gaps Keep your Business in Sync -- 4 Value Props? Integrate Support into the rest of your systems Create and manage a unified view of your customer Make sense of it all with actionable insights Automate at scale and ensure consistency with easy to manage workflows Keep your Business in Sync -- Integrate Support into the rest of your system -- Problems? How do I integrate My agents are spending too much time in external systems I'm treating all my customers the same I need to up-sell or cross-sell Keep your Business in Sync - Create and manage a unified view of your customer -- Problems? How do I understand every touch point? How do I unlock support channels for my best customers? How do I bring my support, sales, and marketing efforts together? Keep your Business in Sync -- Make sense of it all with actionable insights -- Problem vs Solution? Problem How are my service channels performing? How productive are my agents? How do I build a more agile support team? How do I see why customer are reaching out? Solution Real-time and historical data Pre-built dashboards for every channel Customizable dashboards and charts Data consolidation Keep your Business in Sync -- Automate at scale with easy to manage workflows-- Problem vs Solution? Problem Consistency in policies and procedures? How do I keep my data in sync? How do I use additional data to accelerate ticket resolution? Solution Business rules to execute business needs Triggers - streamline tasks while ensuring consistency Automations - keep your data in sync SLA - adhere to policies and agreement Sell -- Background? Touching more of the customer journey Built for Sales people by Sales people "Only 1/3 of sales work is revenue generating activity" Sell -- Value? Easy to implement & use Award winning mobil app Centralized tools & data Low TCO Zendesk family of products Sell -- 3 Value Props? Sell Faster Manage Smarter Adapt Quickly Sell -- Sell Faster -- Features? Automatically log sales activities including emails and calls Access your entire CRM and log tasks on sit with an easy-to-use mobile app Integrate key business apps and data for an efficient, consolidated workspace Onboard rep quickly and ensure adoption with intuitively designed tools Sell -- Manage Smarter -- Features? Keep tabs on your team's sales activities with auto-logged tasks and activities Access out-of-the box reports on activities, sales performance and pipeline analysis Coach reps with call scripts and recordings and equip teams with proven email templates Unify data across customer touchpoints Sell -- Adapt Quickly? Quickly create and modify pipeliens or custom fields to meet your sales needs Robust permissions to ensure everyone has exactly the right amount of access Integrate key apps like Mailchimp and Shopify for an efficient, consolidated workspace What is the future of Sell? Integrating with Support Analytics How do I identify a Sell Customer? Zendesk Customer Sell -- No go? Highly regulated industries Lots of customizations How to craft a Prospecting Message? (4) Why you (Trigger) Why you Now (Value Prop) Call to Action (Scheduling) Push-Pull What is MEDDPIC? Metric Economic Buyer Decision Criteria Decision Process Paper Process Identified Pain Champion Competition Sandler Method -- Up-front Contract? "If we agree that we have a good understanding of what your trying accomplish, our solution fits that criteria, it makes sense to continue the conversation?" Zendesk Differentiators Ground in CX Make it easy Open and flexible Data Rich Best TCO Up-Market Compete Broadly focused Complex and expensive Resource and time intensive Down-Market Compete Nascent Products Challenges w/ Scalability & Reliability Limited Support & Success Salesforce-- positioning vs reality? Cons? One platform vs 55 technologies patched together Result: Slow to use (Not Grounded in CX) Slow to implement (Speed) Maintenance costs (TCO) Use Oracle story here! Salesforce -- how to win? Understand Customer Trial/POC (our product is faster -- no 45 page SLA) Educate around TOC We do integrate with SF! Freshworks-- positioning vs reality? Position: "Freshdesk is the same product but half the cost" Broad, 11 products Only built for basics Cheap licenses but inefficient and unreliable Reality: Proven leader in CX Deep, Scalable product Better TCO Gartner -- no 5+ integrations Gartner -- weak analytics Freshworks -- Why we win? focus on customer don't feature sell better customer service pull in resources What category of customer does Zendesk do best with? Foundational and Leading Foundational customers -- focus? trying to optimize: self-service automated workflows What are Foundational customers current state? dissatisfied and/or churning customers high inbound volume that is difficult to track, prioritize, and route simple, repetitive queries clogging queues lack understanding of trending / emerging issues Foundational customers -- desired state? Improved CSAT Enable routing and deflect inbound to inexpensive, fast channels able to adapt and scale at the pace of your business & optimize team productivity Enable customers & agents to self-serve provide actionable insights into customer trends Foundational customers --why Zendesk? flexibility to quickly scale up your workflow -- which means tickets get to the right agents, and agents have the knowledge they need to solve any problem. We'll get you up and running fast at a lower TCO and provide insights to optimize your business Leading customers -- foucs? differentiated CX through Omni channel Support Leading customers -- current state? Limited channels for customer engagement customer experience is lagging behind market inefficient workflows lead to high resolution times agents not able to see full customer history unable to prove ROI Leading customers -- desired state? CX is a competitive differentiator optimized business rule and workflows automate repetitive, manual tasks customers connect seamlessly, without losing any context across channels Agents has insight to full customer history, customer never has to repeat themselves understand cost of service Leading Customers -- why Zendesk? Our omnichannel solution makes it easy for your customers to engage with your business where and when it's right for them, while empowering agents to be more productive with a single interface. It's sophisticated enough to meet complex needs, but simple enough to get you up and running fast. Zendesk Sales Stages? Phase 2 (10%): had demo discussed trial Phase 3 (25%): Week or two of trial integration forecasting for Brandon Phase 4 (50%): Try to keep out of this just a matter of when Phase 5 (90%): going to close Quoting Terms (PPA, MRR, TCV) PPA: Price Per Agent (package-based) MRR: Monthly Recurring Revenue (Agents X Package) TCV: Total Contract Value (Agents X Package X 12) Pricing - Team/Growth/Professional? Team ($49) Growth ($79) Professional ($99) Good/better/best Team Package Features? for teams just starting out omnichannel support Growth Package Features? for growing service team self-service and automation Professional Package Features? deeper collaboration, routing, analytics community forms Customer Deciding Journey? Create: Why Change? Why you? Elevate: Why Invest? Why Now? Capture: Why Pay? Why Sign? Expand: Why Stay? Why Evolve? Are humans 2-3X more likely to make a decision to avoid loss or to achieve gain? avoid loss ROI vs TCO ROI (Subjective): Benefits - Costs = Value (Tesla gas example) TCO (Objective): License Costs + Implementation Costs + Ongoing Admin Costs = TCO (Car example) Negative aspects of Up-market (TCO) Implementation costs On-going administration costs Negative aspects of Down-Market (ROI) Costs of a bad CX Cost of inefficient agents Cost of having to re-migrate ROI of Zendesk Increased Agent Efficiency Deflected Customer Interactions Improved Agent Experience & Retention Lower Costs to Maintain Lower License Costs Story Telling -- 4 Essential Questions? What is the problem? How we solved the problem? How we solved them differently? What was the business outcome? How to Trap Competition? Establish Credibility Set Topic with TED Open Trap Close Trap What would be required to get there? Tell Zendesk Win story Example: SF implementation 5 Building Blocks of a Solutions Pitch Pain and Outcomes Zendesk Way (differentiator) Customer Proof Point Zendesk Proof Point Promote CX How to Pitch solution to improve business outcome pitching features of product