Zendesk certification Section 1: Configuration Basics (Questions & Answers) Verified 100% Correct!!

Ticket Channels in Zendesk - Answer--Email -twitter -Facebook -Web widget -API -help center -chat -talk -mobile SDK -text -channel integrations Channels in Zendesk? - Answer-The ways that you engage with your customers. How support requests get submitted and how agents are able to handle them How many email addresses are you allowed within your Zendesk domai? - Answer-Unlimited (example , sales@, billing@) Email template customization - Answer--both in plain text and HTML -customize to match branding -minor medications to wording Two types of email notifications? - Answer-1. Incoming- that support staff see 2. Outgoing- that customers see Default Incoming Email Notifications in Zendesk? - Answer--new support request from a customer was received -agent group was assigned to the new ticket - a specific agent was assigned to the new ticket-customer has added a new comment to the ticket/email thread -customer has reopened the ticket after it was marked solved Default outgoing email notifications (seen by customers)? - Answer--Automated notification to the customer that their support request was received -agent added a reply (public comment) -Agent set the ticket status to solved Where are (incoming and outgoing) email notifications defined? - Answer-Triggers, automations, and targets in Zendesk support Wildcard support addresses - Answer-These allow you to cx to email anything *@ and creates a ticket What does the Help Center include? - Answer--Branded customer-facing support site -knowledge base, for publishing self-service content -community, available on Guide Professional (customer collaboration) -Requests portal to submit tickets (guide professional will allow some management of tickets) Zendesk Twitter Channel - Answer--Tweets turn into twickets -you can response to user via tweet or move convo to email -bulk convert multiple tweets into tickets in one step -Convert tweets to tickets outside of Zendesk support by liking a tweet in and many other twitter clients -auto capture public mentions and direct messages as tickets -append ticket inks to outgoing tweets -select which of your accounts agents are allowed to use when sending outgoing tweets -monitor and take action on twitter activity using business rules