Zendesk Administrator Exam- Section 5
Additional Features
What is a web widget? - CORRECT ANSWER-The web widget is a seperate
application that you can add to your website or help center. It allows support
features to be embedded. If multiple components are enabled for the web widget,
components are presented to end users in a specific sequence, at different times,
rather than all at once.
What are the different ways your customers can get help from the Web Widget? -
CORRECT ANSWER-1. Guide- Customers can search Help Center articles for
immediate self-service
2. Support- Customers can submit a support request using a contact form
3. Talk- Customers can request a CB or view a phone number to call
4. Chat- Customers can start a live chat with an agent
Where does the Web Widget appears? - CORRECT ANSWER-Bottom Corner by
default
What are the support components of the web widget? - CORRECT ANSWER-1.
Self- Service
2. Live Chat
3. Phone Calls
4. Contact Forms
What is the self-service component of the Web Widget in Zendesk? - CORRECT
ANSWER-If help center is enabled in the web widget than customers will be
presented with Help Center Search first.
How many results appear in Help Center Search? What about if Contextual Help
is enabled? - CORRECT ANSWER-Nine results appear if any matches are
found. If Contextual help is enabled, up to 3 suggested articles appear below the
search box.
, How are the results for self- service search configured? - CORRECT
ANSWER-The suggested articles are determined either by page URL from which
cx accessed or chosen by administrator based of advanced customizations
How many brands can you support with Zendesk enterprise licensing? -
CORRECT ANSWER-5
How many brands does Zendesk Multibrand Add-on for enterprise allows up to? -
CORRECT ANSWER-300
What is an agents brand or agent's route? Where can this be adjusted -
CORRECT ANSWER-Essentially an agent's default brand. This can be managed
under settings>account page, under the Branding tab
You can support your brands in any of these channels? - CORRECT
ANSWER-email, Help Center, Twitter, Facebook, Talk, API, Web Widget.
Zendesk Chat currently does not support this
Where are all of your installed apps, including those that have been disabled? -
CORRECT ANSWER-On My Apps Page. Click Admin icon> click Apps> click
Manage.
What are the different locations an app can be placed? - CORRECT
ANSWER-Top Navigation- along top of ZD support screen
Main Navigation- down the left side the Zendesk Support Screen
Ticket- in the body of an existing ticket when apps panel is open
New Ticket In the body of a ticket being created, when apps panel is open.
Organization Profile- On the profile page of a selected organization, when the
apps panel is open
User Profile- On the profile page of a selected user when the apps page is open
Who determines the location of the app? Who can reorder apps in a location -
CORRECT ANSWER-1. The App Developer determines location that the app will
be in. 2. The admins can update the order in each location of which the apps
appears
Additional Features
What is a web widget? - CORRECT ANSWER-The web widget is a seperate
application that you can add to your website or help center. It allows support
features to be embedded. If multiple components are enabled for the web widget,
components are presented to end users in a specific sequence, at different times,
rather than all at once.
What are the different ways your customers can get help from the Web Widget? -
CORRECT ANSWER-1. Guide- Customers can search Help Center articles for
immediate self-service
2. Support- Customers can submit a support request using a contact form
3. Talk- Customers can request a CB or view a phone number to call
4. Chat- Customers can start a live chat with an agent
Where does the Web Widget appears? - CORRECT ANSWER-Bottom Corner by
default
What are the support components of the web widget? - CORRECT ANSWER-1.
Self- Service
2. Live Chat
3. Phone Calls
4. Contact Forms
What is the self-service component of the Web Widget in Zendesk? - CORRECT
ANSWER-If help center is enabled in the web widget than customers will be
presented with Help Center Search first.
How many results appear in Help Center Search? What about if Contextual Help
is enabled? - CORRECT ANSWER-Nine results appear if any matches are
found. If Contextual help is enabled, up to 3 suggested articles appear below the
search box.
, How are the results for self- service search configured? - CORRECT
ANSWER-The suggested articles are determined either by page URL from which
cx accessed or chosen by administrator based of advanced customizations
How many brands can you support with Zendesk enterprise licensing? -
CORRECT ANSWER-5
How many brands does Zendesk Multibrand Add-on for enterprise allows up to? -
CORRECT ANSWER-300
What is an agents brand or agent's route? Where can this be adjusted -
CORRECT ANSWER-Essentially an agent's default brand. This can be managed
under settings>account page, under the Branding tab
You can support your brands in any of these channels? - CORRECT
ANSWER-email, Help Center, Twitter, Facebook, Talk, API, Web Widget.
Zendesk Chat currently does not support this
Where are all of your installed apps, including those that have been disabled? -
CORRECT ANSWER-On My Apps Page. Click Admin icon> click Apps> click
Manage.
What are the different locations an app can be placed? - CORRECT
ANSWER-Top Navigation- along top of ZD support screen
Main Navigation- down the left side the Zendesk Support Screen
Ticket- in the body of an existing ticket when apps panel is open
New Ticket In the body of a ticket being created, when apps panel is open.
Organization Profile- On the profile page of a selected organization, when the
apps panel is open
User Profile- On the profile page of a selected user when the apps page is open
Who determines the location of the app? Who can reorder apps in a location -
CORRECT ANSWER-1. The App Developer determines location that the app will
be in. 2. The admins can update the order in each location of which the apps
appears
