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Zendesk Administrator Exam- Section 5 Additional Features: Qs & As
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Zendesk Administrator Exam- Section 5 Additional Features: Qs & As
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Zendesk Administrator Exam- Section 5 AdditionalFeatures: Qs & As
What is a web widget? Right Ans - 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? Right Ans - 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? Right Ans - Bottom Corner by
default
What are the support components of the web widget? Right Ans - 1. Self-
Service
2. Live Chat
3. Phone Calls
4. Contact Forms
What is the self-service component of the Web Widget in Zendesk? Right
Ans - 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? Right Ans - 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? Right Ans - 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?
Right Ans - 5
How many brands does Zendesk Multibrand Add-on for enterprise allows up
to? Right Ans - 300
What is an agents brand or agent's route? Where can this be adjusted Right
Ans - 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? Right Ans - 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?
Right Ans - On My Apps Page. Click Admin icon> click Apps> click Manage.
What are the different locations an app can be placed? Right Ans - 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
Right Ans - 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
Can Apps appear in more than one location? Right Ans - Yes. Changing the
order of the app in one location will NOT update their position in another
location.
What are the different ways you can restrict access to apps? How? Right
Ans - 1. Role Restrictions
2. Groups Restrictions
3. Both
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