ZENDESK GUIDE SPECIALIST EXAM
VIEW AHEAD QUESTIONS AND
ANSWERS GRADED A+
You have created a copy of the Copenhagen theme and have just finished adjusting the
theme settings to match your organization's brand. You would like your colleagues to
review your proposal before you make the theme visible to your end users. They want
to review your theme but don't want to deal with any code setup. Which of the following
actions do you take next? - ANSWERSDirect them to preview the theme from Guide
admin
You added an Answer Bot email trigger to your workflow about a week ago, and when
you check your Answer Bot analytics, you see that the suggestion rate is very low, but
the clickthrough, resolution and rejection rates are within the expected range. Which of
the following actions would increase the suggestion rate? - ANSWERSRemove label-
based article restrictions
Your agents are reporting that they are getting a lot of comments to a community forum
post that announces a promotion which ended last week. You've already closed the
post for comments to fix this, but is there anything else you could do to make the
situation better in the future? - ANSWERSGrant your community agents the ability to
manage topics so they can close posts for comments without your help
Your organization's business model requires you to set up your knowledge base so that
some of your articles are available to anyone who is signed in to your help center, but a
subset of articles are available only to users with a paid subscription. How would you
set this up? - ANSWERSUse a combination of custom and prebuilt user segments
Your organization wants you to facilitate the development of a custom theme that's
completely tailored to their needs. What do you need to do to make sure the developers
have the tools and access they need to build your new theme? - ANSWERSTell the
developers to install Zendesk App Tools (ZAT)
Your Web Widget (Classic) is configured as shown in this screenshot when an end user
goes to your help center and submits a question from the widget. What happens next?' -
ANSWERSThe widget uses native search to look for a relevant article
Your organization's content strategy centers around support agents creating content
from the agent workspace as they are working on tickets. You would like to review your
agent's engagement in your knowledge base so you can reward agents who are
creating, sharing, and improving knowledge base articles.
Which report would you review to find the information you need? -
ANSWERSKnowledge Capture
VIEW AHEAD QUESTIONS AND
ANSWERS GRADED A+
You have created a copy of the Copenhagen theme and have just finished adjusting the
theme settings to match your organization's brand. You would like your colleagues to
review your proposal before you make the theme visible to your end users. They want
to review your theme but don't want to deal with any code setup. Which of the following
actions do you take next? - ANSWERSDirect them to preview the theme from Guide
admin
You added an Answer Bot email trigger to your workflow about a week ago, and when
you check your Answer Bot analytics, you see that the suggestion rate is very low, but
the clickthrough, resolution and rejection rates are within the expected range. Which of
the following actions would increase the suggestion rate? - ANSWERSRemove label-
based article restrictions
Your agents are reporting that they are getting a lot of comments to a community forum
post that announces a promotion which ended last week. You've already closed the
post for comments to fix this, but is there anything else you could do to make the
situation better in the future? - ANSWERSGrant your community agents the ability to
manage topics so they can close posts for comments without your help
Your organization's business model requires you to set up your knowledge base so that
some of your articles are available to anyone who is signed in to your help center, but a
subset of articles are available only to users with a paid subscription. How would you
set this up? - ANSWERSUse a combination of custom and prebuilt user segments
Your organization wants you to facilitate the development of a custom theme that's
completely tailored to their needs. What do you need to do to make sure the developers
have the tools and access they need to build your new theme? - ANSWERSTell the
developers to install Zendesk App Tools (ZAT)
Your Web Widget (Classic) is configured as shown in this screenshot when an end user
goes to your help center and submits a question from the widget. What happens next?' -
ANSWERSThe widget uses native search to look for a relevant article
Your organization's content strategy centers around support agents creating content
from the agent workspace as they are working on tickets. You would like to review your
agent's engagement in your knowledge base so you can reward agents who are
creating, sharing, and improving knowledge base articles.
Which report would you review to find the information you need? -
ANSWERSKnowledge Capture
