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Zendesk Certification: Questions & Correct Answers
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Zendesk Certification: Questions & Correct Answers
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Zendesk Certification: Questions & Correct AnswersWhat channels does Zendesk offer? Right Ans - Email
Help Center
Chat
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use? Right Ans - As many as you want!
(no limit)
Can you receive/respond to tickets with email addresses outside of Zendesk?
Right Ans - Yes, it takes extra setting up with forwarding settings. Also can
send from these as if it was from Zendesk email as well!
Only _____ have access to the incoming tweets; ____ have access once they
becoming twickets. Right Ans - admins; agents
How many Facebook pages can you have on your account? Right Ans - Up
to 15
The email addresses you use to receive support requests in Zendesk Support
are referred to as Right Ans - Support addresses
If an end-user sends an email to help@acme.zendesk.com, what will the from
line read? Right Ans - From (Support Team Name: Acme Help)
<help@acme.zendesk.com>
With personalized replies, what will the end-user see in the from line when
sending an email to help@acme.com? Right Ans - From Agent Name: Bob
(Support Team: Acme Help) <help@acme.com>
Where do you go to add a new Zendesk address? Right Ans -
Admin>Channels>Emails>Add Address>Create new Zendesk Address
, True/False: When you delete a support address, outgoing email notifications
will no longer be sent from that address. Any tickets using the deleted support
address will be given to the default address. Right Ans - True
Which support addresses cannot be deleted? Right Ans - Original, Gmail
connector, and default (but you can change the default address to delete a
particular address)
When is the default support address the sending address? Right Ans -
Notifications when a ticket is created manually, when a ticket is sent directly
to your default support address, or when a ticket is created through a channel
other than email.
True/False: You can edit the email address of an existing support address, but
not the address name. Right Ans - False; you cannot edit the email address,
just the name.
This is a way to handle incoming support address errors and is replaced with
which email? Right Ans - Wildcard (replaces incorrect with default
address)
What are the three steps to using an external email domain? Right Ans - 1.
Set up forwarding in external email
2. Add external address in ZD support.
3. Send SPF to ZD to verify they sending on behalf.
What are the 2 ways tickets can be created when a user emails an agent's
outside email address, keeping the end-user as the requester? Right Ans -
Agent Forwarding (must be enabled) and Redirect
What steps need to be taken for an agent to forward an email and keep it with
the original requester? Right Ans - 1. Add #requester {requester_email} to
the top of the email body.
2. Clean up the email and remove FWD
3. Send to the support email address
Redirecting is not available for which two big email providers? Right Ans -
Outlook and Gmail
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