Exam (elaborations)
Indigov<>Zendesk: Questions With Solutions
Indigov<>Zendesk: Questions With Solutions
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Indigov<>Zendesk: Questions With SolutionsAgent Right Ans - people who have login access to their Indigov instance
(us and staff); "staffer"
Automation Right Ans - when xx happens, wait yy time and then execute zz
Batches Right Ans - groupings created for messages (tickets) that don't
have a response approved yet; a holding pattern
Bulk Mail Right Ans - a method of sending a lot of physical mailers or
digital emails that has few restrictions; Indigov's Bulk Mailer app supports
this
Casework Right Ans - (1) work that results from constituents requesting
help from their Rep about a federal agency
(2) a Zendesk group assigned to any staffer in a district office
Constant Contact accounts Right Ans - office's mass mailer for newsletter
subscribers; different from bulk mail because
(1) it only handles emails
(2) it is careful of how much spam is reported. bad emails and super large lists
can be blocked (which is different from Indigov's Bulk Mailer, where anything
goes)
Correspondence Right Ans - (1) constituents writing to their Rep about
opinions
(2) a Zendesk group assigned to any staffer in the D.C. office
CWC Right Ans - Communicating with Congress
campaigns created by third-party activist groups that get people to send the
same email; these messages are sorted by the House
End User Right Ans - the constituents (any name that is not an
agent/staffer) that live in an individual instance; in customer service, it would
be the clients asking for support help; in Indigov, these are the constituents
reaching out to their Reps
, Explore Right Ans - Zendesk's reporting dashboard that shows results of
queries built into it (e.g., the number of tickets from a given district).
Dashboards are customizable
Follow-up Ticket Right Ans - after a ticket is closed out, if an agency or
requestor writes back and wants to continue the conversation, this type of
ticket is created & linked to the original ticket
Group Right Ans - controls what an agent (staffer) can see. Casework and
Correspondence groups have different views. Interns and Staff Assistants have
more restrictions on what they can access
Hard Delete Right Ans - when you really delete a user (only admins can do
this)
Internal Note Right Ans - a private comment that is only viewable to people
with access to the Indigov account; comment will display with a yellow
background when it is an internal note
(Legacy) Casework Right Ans - casework from an office's previous platform
that we import into Indigov
(Legacy) Correspondence Right Ans - correspondence from an office's
previous platform that we import into Indigov
Legacy Platforms Right Ans - a system that did a lesser version of what
Indigov does (e.g., Fireside, IQ, iConstituent, etc.)
Macros Right Ans - an already created message & a bundle of actions that
happen at once when it's applied. usually includes text for an internal note or
response and tags for a public reply
Organization Right Ans - meaningful collections of end users. Zendesk's
Organizations send tickets to groups (i.e., all end users reaching out from
Facebook go into a certain place); optional but can be useful
Play Right Ans - an option in an Indigov view; after it's selected, you will
move to the next ticket in order of importance
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