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Zendesk Certification 2024 Questions and Answers Graded A+
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Zendesk Certification 2024
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Zendesk Certification 2024What channels does Zendesk offer? - answerEmail
Help Center
Chat
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use? - answerAs many as you want! (no limit)
Can you receive/respond to tickets with email addresses outside of Zendesk? -
answerYes, 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. - answeradmins; agents
How many Facebook pages can you have on your account? - answerUp to 15
The email addresses you use to receive support requests in Zendesk Support are
referred to as - answerSupport addresses
If an end-user sends an email to help@acme.zendesk.com, what will the from line
read? - answerFrom (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? - answerFrom Agent Name: Bob (Support Team: Acme
Help) <help@acme.com>
Where do you go to add a new Zendesk address? -
answerAdmin>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. - answerTrue
Which support addresses cannot be deleted? - answerOriginal, 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? - answerNotifications 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. - answerFalse; 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? - answerWildcard (replaces incorrect with default address)
What are the three steps to using an external email domain? - answer1. 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? - answerAgent 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? - answer1. 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? - answerOutlook and
Gmail
What company does Zendesk use to filter out spam? - answerCloudmark
How do you add a blacklisted or whitelisted email? - answerAdmin>Settings>Customers
How can you ensure an email address or domain's ticket doesn't come into Zendesk at
all? - answerAdd reject as in these examples in the blacklist reject:email@gmail.com
reject:gmail.com
True/False: If a user has more than one email, a new contact is formed when they use
the second address. - answerTrue; you can merge into one contact in order to stop this
moving forward.
What must be enabled in order to merge tickets from different requesters? - answerCC
What is the main difference between using CC and the @mention? - answerCC function
allows agents to add end-users while the @mention can only add agents
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