Zendesk Certification Bundled Exams with complete solution

Ticket Channels in Zendesk - Answer--Email -twitter -Facebook -Web widget -API -help center -chat -talk -mobile SDK -text -channel integrations Channels in Zendesk? - Answer-The ways that you engage with your customers. How support requests get submitted and how agents are able to handle...

What channels does Zendesk offer? - Answer-Email Help Center Twitter Chat Facebook Talk Web Widget Mobile SDK API How many email addresses can you use? - Answer-As many as you want! (no limit) Can you receive/respond to tickets with email addresses outside of Zendesk? - Answer-Yes, it take...

What is a View? - Answer-Group tickets based on criteria that the Admin defines. What are Ticket Fields? - Answer-Areas inside tickets to add in more contextual information about the customer. What are Events? - Answer-Area in the ticket interface where agents can get a clearer view of all the u...

What is a web widget? - Answer-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 tim...

Zendesk Sandbox - Answer-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. Zendesk open support instance - Answer-Anyo...

Tips to be an Active Listener? (5) - Answer-10 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) - Answer-1. Ask Questions 2. Seek Elaboration (Repeat answer, 5 Whys...