Zendesk Training Questions with Correct Answers
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.
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
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
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
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.
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
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
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
