Zendesk Certification 2024
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!
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-Admin>Channels>Emails>Add Address>Create new Zendesk
Address
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 ANSWER-False; 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)
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
How do you add a blacklisted or whitelisted email? - CORRECT
ANSWER-Admin>Settings>Customers
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:gmail.com
True/False: If a user has more than one email, a new contact is formed when
they use the second address. - CORRECT ANSWER-True; 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
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
What channels does Zendesk offer? - CORRECT ANSWER-Email
Help Center
Chat
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!
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-Admin>Channels>Emails>Add Address>Create new Zendesk
Address
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 ANSWER-False; 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)
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
How do you add a blacklisted or whitelisted email? - CORRECT
ANSWER-Admin>Settings>Customers
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:gmail.com
True/False: If a user has more than one email, a new contact is formed when
they use the second address. - CORRECT ANSWER-True; 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
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
