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Zendesk Administrator Exam- Section 6: Security and Data Persistence (Qs & As)
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Zendesk Administrator Exam- Section 6: Security and Data Persistence (Qs & As)
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Zendesk Administrator Exam- Section 6: Security andData Persistence (Qs & As)
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. Right Ans - Zendesk Sandbox
Anyone can see your help center and submit requests. You have two options
for setup of users: registered (verified) and non registered Right Ans -
Zendesk open support instance
1. Manually reassign each ticket
2. Bulk reassign each ticket
Admin>manage>people>select assigned tickets Right Ans - When and
agent leaves you can reassign their tickets two ways
Secure Socket Layer is an a encryptions protocol that ensures secure
communications with your help center. SSL is enabled by default for all
Zendesk.com sub domains. Right Ans - SSL for Zendesk
Zendesk indicates SSL to through customers browser by https (HTTP Secure)
ad by a padlock icon in address bar. If you create your own sud domain
(example support.modcam.com instead of modcam.zendesk.com) the SSL no
longer applies Right Ans - Zendesk EV Indicator
Restricted, open, or closed Right Ans - What are the 3 "ways" you can
configure you Zendesk Support Instance for access?
Users that are not prompted to verify their email addresses. This could be a
recommended solution for email only support or instances where do not want
users visiting the help center. If ticket is submitted than the user does not
have to verify email rather gets email notification that the request has been
received Right Ans - Unverified/Unregistered Users in Zendesk and
example
Registered users have verified their email address and users accounts have
been created. They can either be verified when submitting a ticket and
, confirming their email address or you the administrator can create their user
account. Right Ans - Registered Users in Zendesk and example
The help center will still give users the option of registering and creating a
login to use your help center. This could modified to hide the sign up/login
pages. Right Ans - Help Center Sign in
The ticket is flagged in order to point out potential risk of someone
impersonating a user in an "open" Zendesk support instance Right Ans -
Registered users submits a ticket with out signing in
1. Ignore the notice if everything is okay with ticket. You cannot remove the
flag. 2 If you are concerned you can raise attention to your manager to
consider suspending the user Right Ans - How to handle flagged tickets
1. They can no longer sign in. 2. Any new support requests you receive from
that user are sent to the suspended tickets queue Right Ans - What
happens if a user is suspended in Zendesk
Agents can suspend end users and administrators can suspend both agents
and end users. Note: A suspended agent still takes up a seat in Zendesk..for
them to not they have to be downgraded to end user status. Right Ans -
Suspending permissions for Agent and Administrator
Admin>settings>customers>Anybody can submit tickets> Do NOT select: Ask
Users to Register. (Save) Right Ans - Where do you go to allow anyone to
submit tickets with no registration required?
Help Center is visible to all. Users but only users with email addresses in
domains that you approve can register and submit support requests. Any
unproved users tickets will be sent to Suspended queue or completely
rejected. Right Ans - Restricted Zendesk Access
Admin> Settings> Customers> Anybody can submit tickets> Right Ans -
Where to setup restricted access in Zendesk
Zendesk will prevent users on the black list from registering for an account at
the help center. "Users with the email address username@domain.com are not
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