Zendesk Certification Exam Questions With 100% Correct Answers, Latest Updated 2024/2025 (GRADED)

What channels does Zendesk offer? - Correct Answer-Email Help Center Twitter Chat Facebook Talk Web Widget Mobile SDK API How many email addresses can you use? - Correct Answer-As many as you want! (no limit) Can you receive/respond to tickets with email addresses outside of Zendesk? - Correct Answer-Yes, it takes extra setting up with forwarding settings. Also can send from these as if it was from Zendesk email as well! Zendesk Certification Exam Questions With 100% Correct Answers Updated 2024/2025 pg. 2 professoraxe l Only _____ have access to the incoming tweets; ____ have access once they becoming twickets. - Correct Answer-admins; agents How many Facebook pages can you have on your account? - Correct Answer-Up to 15 The email addresses you use to receive support requests in Zendesk Support are referred to as - Correct Answer-Support addresses If an end-user sends an email to , what will the from line read? - Correct Answer-From (Support Team Name: Acme Help) With personalized replies, what will the end-user see in the from line when sending an email to ? - Correct Answer-From Agent Name: Bob (Support Team: Acme Help) Where do you go to add a new Zendesk address? - Correct Answer-AdminChannelsEmailsAdd AddressCreate new Zendesk Address pg. 3 professoraxe l True/False: When you delete a support address, outgoing email notifications will no longer be sent from that address. Any tickets using the deleted support address will be given to the default address. - Correct Answer-True Which support addresses cannot be deleted? - Correct Answer-Original, Gmail connector, and default (but you can change the default address to delete a particular address) When is the default support address the sending address? - Correct Answer-Notifications when a ticket is created manually, when a ticket is sent directly to your default support address, or when a ticket is created through a channel other than email. True/False: You can edit the email address of an existing support address, but not the address name. - Correct AnswerFalse; you cannot edit the email address, just the name. This is a way to handle incoming support address errors and is replaced with which email? - Correct Answer-Wildcard (replaces incorrect with default address) pg. 4 professoraxe l What are the three steps to using an external email domain? - Correct Answer-1. Set up forwarding in external email 2. Add external address in ZD support. 3. Send SPF to ZD to verify they sending on behalf. What are the 2 ways tickets can be created when a user emails an agent's outside email address, keeping the end-user as the requester? - Correct Answer-Agent Forwarding (must be enabled) and Redirect What steps need to be taken for an agent to forward an email and keep it with the original requester? - Correct Answer-1. Add #requester {requester_email} to the top of the email body. 2. Clean up the email and remove FWD 3. Send to the support email address Redirecting is not available for which two big email providers? - Correct Answer-Outlook and Gmail What company does Zendesk use to filter out spam? - Correct Answer-Cloudmark pg. 5 professoraxe l How do you add a blacklisted or whitelisted email? - Correct Answer-AdminSettingsCustomers How can you ensure an email address or domain's ticket doesn't come into Zendesk at all? - Correct Answer-Add reject as in these examples in the blacklist reject: reject: True/False: If a user has more than one email, a new contact is formed when they use the second address. - Correct AnswerTrue; you can merge into one contact in order to stop this moving forward. What must be enabled in order to merge tickets from different requesters? - Correct Answer-CC What is the main difference between using CC and the @mention? - Correct Answer-CC function allows agents to add end-users while the @mention can only add agents Channel integrations allows customers to do what? - Correct Answer-customers can bring in from other apps in the marketplace such as google reviews pg. 6 professoraxe l When using email forwarding, does the external address or the final address become the received @ address for routing? - Correct Answer-initial received @ email address Personalized email replies is default and shows agent name next to company name (T/F) - Correct Answer-True How can you know if something is an existing ticket being replied to (what to look for)? - Correct Answer-Encoded ID in reply to address and encoded id in white at the bottom of the comments (also within email coded message id) Email template is the frame so includes all the outer bits such as.. - Correct Answer-ticket body, logo at top, maybe the footer, etc.