SMART.SCORES

Zendesk Training Exam Questions With 100% Correct Answers Graded A+ Tips to be an Active Listener? (5) 10 second rule Limit distraction (No phone, Slack on mute) Don't interrupt (Write down questions/thoughts) Clarify & paraphrase Listen to emotions How to be an active listener? (5) 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) CX Trends --...

Zendesk Training Exam Questions With 100% Correct Answers Graded A+ What tickets should be handled first? New/Open tickets What sort filter should be used? Sort by "Updated" so the oldest ticket is the next ticket handled What issues/contacts are priority? Cancelations, returns/exchanges, and voicemails True or False: You do not need to update the ticket subject False: Ticket Names should ALWAYS have description, case type, and term number when possible. What should yo...

Zendesk Administrator Exam/ Section 3: User Experience Exam Questions With 100% Correct Answers What is the default language in Zendesk The default language in Zendesk is the language the agents see in the agent interface by default ad the end users see in the Help Center by default How to set the default language for your account? Click 'Admin'> Settings>Account> Select 'Localization' tab > beside 'languages' (select a language from the drop-down > Click 'Save' ...

Zendesk Support Admin Certification Exam Questions With 100% Correct Answers Graded A+ What is a View? Group tickets based on criteria that the Admin defines. What are Ticket Fields? Areas inside tickets to add in more contextual information about the customer. What are Events? Area in the ticket interface where agents can get a clearer view of all the updates that occurred during the ticket lifecycle. What is a Macro? Enable agents to update tickets with scripted answers bas...

Zendesk Certification ExamQuestions With 100% Correct Answers Graded A+ What channels does Zendesk offer? Email Help Center Twitter Chat Facebook Talk Web Widget Mobile SDK API How many email addresses can you use? As many as you want! (no limit) Can you receive/respond to tickets with email addresses outside of Zendesk? 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 t...

Zendesk Administrator Exam/ Section 3: User Experience Exam Questions With Correct Answers 100% What is the default language in Zendesk The default language in Zendesk is the language the agents see in the agent interface by default ad the end users see in the Help Center by default How to set the default language for your account? Click 'Admin'> Settings>Account> Select 'Localization' tab > beside 'languages' (select a language from the drop-down > Click 'Save' ...

Zendesk Administrator Exam- Section 5 Additional Features Exam Questions With Correct Answers What is a web widget? 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? 1. ...

Zendesk Administrator Exam- Section 6: Security and Data Persistence Exam Zendesk Sandbox A stand alone instance of your Zendesk based on your current settings, including account name, branding, localization, and agents. Use the sandbox for testing triggers, automations, etc. without effecting production environment. Zendesk open support instance Anyone can see your help center and submit requests. You have two options for setup of users: registered (verified) and non registered Whe...

Zendesk Admin Exam Prep: Section 6 Security and Data persistence (12%)|Latest Update Graded A+ You want to give your end users an authentication option that doesn't require them to create a new password, but you don't have the resources for a custom single sign-on (SSO). What can you do? You can use Zendesk's native option with social login, allowing users to authenticate their identity by logging onto their Twitter, Facebook, Google, or Microsoft accounts. Providing additional sign-in choi...

Section 6: Security and Data Persistence [12%]|Latest Update Graded A+ Identify ways to restrict access to ticket submission -Hide ticket forms based on user's org -Remove the 'submit a request' link from help center -Allow list -Block list Identify ways to modify authentication in ZD support -Allow list -Block list -DMARC -SPF -DKIM -User profile How to troubleshoot the auth issue in ZD support -Set up suspended ticket notifications -View the suspended tickets queue re...