Exam (elaborations)
Zendesk Training Questions and Answers 2024
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Exam of 12 pages for the course Zendesk Admin center at Zendesk Admin center (Zendesk Training)
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Zendesk TrainingTips to be an Active Listener? (5) - answer10 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) - answer1. 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 -- Background - answer"2020 changed everything. Stuck at home,
customers flocked online. Almost overnight, agents began operating apart. And
companies scrambled to figure it all out.
A company's success depends on their customer experience -- 3/4 think of whether a
company does it well when making a purchase 1/2 will leave after one bad experience
Whether it's adding support over messaging or giving agents a new way to stay
connected, being able to adjust quickly to keep up with customers and set your teams
up for success has never been more important
6 CX Trends - answerSpotlight on CX
A More conversational world
In uncertain times, agility is key!
The future of work is now
The digital tipping point
SMB CX Trends? - answerMore with less
What's changed?
More support requests
Higher customer expectations
Less resources
How do we Help SMB? - answerAgility
Solving tickets:
via Messaging apps
, Self-service
Boosting agent collaboration
Managing more customer data
What is in the Zendesk Suite? (7) - answerSupport
Talk
Chat
Guide
Gather
Explore
Sunshine
What are the Zendesk Suite Add-ons? (12) - answerCollaboration
Advanced security
Productivity pack
Multibrand
Data center location
Answer bot
High-volume API
Social messaging
Premium sandbox
Premier support priority suppor
Light agetns side coversations
HIPAA compliance
What are the 3 Pillars of the Zendesk Solution? - answerMake it Easy for your
Customers
Set your Team up for Success
Keep Your Business in Sync
Making it Easy for your Customer in 1 sentence? - answerOffer support in ways that are
convenient for your customers, so it's simple for them to get the answers they need
Set your Team up for Success in 1 sentence? - answerHelp your agents, admins and
internal teams do their best work with robust out-of-the-box tools that are quick to set up
and easy to use
Keep Business in Sync 1 sentence? - answerCustomize to your heart's content with an
open and flexible platform that you can scale, extend, and optimize as your business
changes
Making it Easy for your Customers -- 4 main points? - answerConversational
experiences
All the channels you need
Self-service at scale
Personalized and contextual
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