Zendesk training - Study guides, Class notes & Summaries

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...

ZENDESK TRAINING EXAM QUESTIONS WITH 100% SOLUTIONS| A GRADED. ZENDESK TRAINING EXAM QUESTIONS WITH 100% SOLUTIONS| A GRADED. ZENDESK TRAINING EXAM QUESTIONS WITH 100% SOLUTIONS| A GRADED.

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 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 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 QUESTIONS AND ANSWERS (1)

Zendesk Training