Zendesk training - Study guides, Class notes & Summaries

Zendesk Training Exam Questions and Answers

Zendesk Training Exam Questions With 100% Correct Answers Graded A+ What tickets should be handled first? New/Open tickets What sort filter should be used? Sort by "Updated" so the oldest ticket is the next ticket handled What issues/contacts are priority? Cancelations, returns/exchanges, and voicemails True or False: You do not need to update the ticket subject False: Ticket Names should ALWAYS have description, case type, and term number when possible. What should yo...

Zendesk Training Exam Questions With 100% Correct Answers What tickets should be handled first? - answerNew/Open tickets What sort filter should be used? - answerSort by "Updated" so the oldest ticket is the next ticket handled What issues/contacts are priority? - answerCancelations, returns/exchanges, and voicemails True or False: You do not need to update the ticket subject - answerFalse: Ticket Names should ALWAYS have description, case type, and term number when possible. What shou...

Zendesk Training Exam Questions With 100% Correct Answers What tickets should be handled first? - answerNew/Open tickets What sort filter should be used? - answerSort by "Updated" so the oldest ticket is the next ticket handled What issues/contacts are priority? - answerCancelations, returns/exchanges, and voicemails True or False: You do not need to update the ticket subject - answerFalse: Ticket Names should ALWAYS have description, case type, and term number when possible. What shou...

Zendesk Training Exam Questions With 100% Correct Answers Graded A+ What tickets should be handled first? New/Open tickets What sort filter should be used? Sort by "Updated" so the oldest ticket is the next ticket handled What issues/contacts are priority? Cancelations, returns/exchanges, and voicemails True or False: You do not need to update the ticket subject False: Ticket Names should ALWAYS have description, case type, and term number when possible. What should yo...

Zendesk Training Exam Questions With 100% Correct Answers Graded A+ What tickets should be handled first? New/Open tickets What sort filter should be used? Sort by "Updated" so the oldest ticket is the next ticket handled What issues/contacts are priority? Cancelations, returns/exchanges, and voicemails True or False: You do not need to update the ticket subject False: Ticket Names should ALWAYS have description, case type, and term number when possible. What should you link in the ...

Zendesk Training Questions With Solutions When you are waiting for another team or leadership to resolve an issue, which "bucket" should you put the ticket in? On-Hold When should you escalate cases to leadership? food poisoning, severe oven issues (fires), social media or BBB threats, legal action threats, requests to speak with a manager In what case should a ticket still be left "open"? Tickets should only be open if they have not been acted on yet or if they are chat tic...

Tips to be an Active Listener? (5) : 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) : 1. 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 2 | P a g e : "2020 changed everything. Stuck at home, cu...

Zendesk Training QUESTIONS AND ANSWERS

Zendesk Training Exam Questions With 100% Correct Answers Graded A+ Tips to be an Active Listener? (5) 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) 1. 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 --...