Exam (elaborations)
Zendesk Certification Questions with Correct Answers
- Course
- Institution
Zendesk Certification Questions with Correct Answers
[Show more]
Content preview
Zendesk Certification Questions with CorrectAnswers
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 help@acme.zendesk.com, what will the
from line read? Correct Answer-From (Support Team Name: Acme
Help) <help@acme.zendesk.com>
With personalized replies, what will the end-user see in the from line
when sending an email to help@acme.com? Correct Answer-From
Agent Name: Bob (Support Team: Acme Help) <help@acme.com>
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
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller cracker. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $17.99. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
62890 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now