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Zendesk Training Exam Questions and Answers (Latest Update 2024)
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Zendesk Training Exam Questions and Answers (Latest Update 2024)
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Zendesk Training Exam Questions andAnswers (Latest Update 2024)
Tips to be an Active Listener? (5) - Correct 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) - Correct Answer ✅ 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 - Correct Answer ✅ "2020
changed everything. Stuck at home, customers flocked
online. Almost overnight, agents began operating apart. And
companies scrambled to figure it all out.
,Zendesk Training Exam Questions and
Answers (Latest Update 2024)
A company's success depends on their customer experience
-- 3/4 think of whether a company does it well when making a
purchase 1/2 will leave after one bad experience
Whether it's adding support over messaging or giving agents
a new way to stay connected, being able to adjust quickly to
keep up with customers and set your teams up for success
has never been more important
6 CX Trends - Correct Answer ✅ Spotlight on CX
A More conversational world
In uncertain times, agility is key!
The future of work is now
The digital tipping point
SMB CX Trends? - Correct Answer ✅ More with less
What's changed?
More support requests
Higher customer expectations
,Zendesk Training Exam Questions and
Answers (Latest Update 2024)
Less resources
How do we Help SMB? - Correct Answer ✅ Agility
Solving tickets:
via Messaging apps
Self-service
Boosting agent collaboration
Managing more customer data
What is in the Zendesk Suite? (7) - Correct Answer ✅
Support
Talk
Chat
Guide
Gather
Explore
Sunshine
, Zendesk Training Exam Questions and
Answers (Latest Update 2024)
What are the Zendesk Suite Add-ons? (12) - Correct Answer
✅ Collaboration
Advanced security
Productivity pack
Multibrand
Data center location
Answer bot
High-volume API
Social messaging
Premium sandbox
Premier support priority suppor
Light agetns side coversations
HIPAA compliance
What are the 3 Pillars of the Zendesk Solution? - Correct
Answer ✅ Make it Easy for your Customers
Set your Team up for Success
Keep Your Business in Sync
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