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Zendesk Training Exam Questions With 100% Correct Answers Graded A+

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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/exchan...

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  • May 4, 2024
  • 2
  • 2023/2024
  • Exam (elaborations)
  • Questions & answers
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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 internal notes?
Escalation tickets
Oven tickets
Asking other teams
Relevant slack conversations
App issues


When you're waiting for a customer to respond, which "bucket" should you put the ticket in?
Pending


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 tickets that have yet
to be filed


What is our new policy for closing a chat?
If active:
Ask if you may further assist customer
- Once the answer to the above is "No" wish the customer well and say "goodbye" to some degree
Request a chat rating
- Close the chat and file accordingly

If inactive:
- Send the inactive customer macro ("we have not heard from you in five minutes...")
- If nothing still send the chat conclusion
End chat

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