Zendesk Certification UPDATED
ACTUAL Questions and CORRECT
Answers
What channels does Zendesk offer? - CORRECT ANSWER- Email
Help Center
Twitter
Chat
Facebook
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use? - CORRECT ANSWER- As many as you want! (no
limit)
Can you receive/respond to tickets with email addresses outside of Zendesk? - CORRECT
ANSWER- Yes, it takes extra setting up with forwarding settings. Also can send from these
as if it was from Zendesk email as well!
Only _____ have access to the incoming tweets; ____ have access once they becoming
twickets. - CORRECT ANSWER- admins; agents
How many Facebook pages can you have on your account? - CORRECT ANSWER- Up to
15
The email addresses you use to receive support requests in Zendesk Support are referred to as
- CORRECT ANSWER- Support addresses
If an end-user sends an email to , what will the from line read? -
CORRECT ANSWER- From (Support Team Name: Acme Help) <>
,With personalized replies, what will the end-user see in the from line when sending an email
to ? - CORRECT ANSWER- From Agent Name: Bob (Support Team: Acme
Help) <>
Where do you go to add a new Zendesk address? - CORRECT ANSWER-
Admin>Channels>Emails>Add Address>Create new Zendesk Address
True/False: When you delete a support address, outgoing email notifications will no longer be
sent from that address. Any tickets using the deleted support address will be given to the
default address. - CORRECT ANSWER- True
Which support addresses cannot be deleted? - CORRECT ANSWER- Original, Gmail
connector, and default (but you can change the default address to delete a particular address)
When is the default support address the sending address? - CORRECT ANSWER-
Notifications when a ticket is created manually, when a ticket is sent directly to your default
support address, or when a ticket is created through a channel other than email.
True/False: You can edit the email address of an existing support address, but not the address
name. - CORRECT ANSWER- False; you cannot edit the email address, just the name.
This is a way to handle incoming support address errors and is replaced with which email? -
CORRECT ANSWER- Wildcard (replaces incorrect with default address)
What are the three steps to using an external email domain? - CORRECT ANSWER- 1. Set
up forwarding in external email
2. Add external address in ZD support.
3. Send SPF to ZD to verify they sending on behalf.
What are the 2 ways tickets can be created when a user emails an agent's outside email
address, keeping the end-user as the requester? - CORRECT ANSWER- Agent Forwarding
(must be enabled) and Redirect
What steps need to be taken for an agent to forward an email and keep it with the original
requester? - CORRECT ANSWER- 1. Add #requester {requester_email} to the top of the
email body.
, 2. Clean up the email and remove FWD
3. Send to the support email address
Redirecting is not available for which two big email providers? - CORRECT ANSWER-
Outlook and Gmail
What company does Zendesk use to filter out spam? - CORRECT ANSWER- Cloudmark
How do you add a blacklisted or whitelisted email? - CORRECT ANSWER-
Admin>Settings>Customers
How can you ensure an email address or domain's ticket doesn't come into Zendesk at all? -
CORRECT ANSWER- Add reject as in these examples in the blacklist
reject: reject:gmail.com
True/False: If a user has more than one email, a new contact is formed when they use the
second address. - CORRECT ANSWER- True; you can merge into one contact in order to
stop this moving forward.
What must be enabled in order to merge tickets from different requesters? - CORRECT
ANSWER- CC
What is the main difference between using CC and the @mention? - CORRECT ANSWER-
CC function allows agents to add end-users while the @mention can only add agents
Channel integrations allows customers to do what? - CORRECT ANSWER- customers can
bring in from other apps in the marketplace such as google reviews
When using email forwarding, does the external address or the final address become the
received @ address for routing? - CORRECT ANSWER- initial received @ email address
Personalized email replies is default and shows agent name next to company name (T/F) -
CORRECT ANSWER- True
ACTUAL Questions and CORRECT
Answers
What channels does Zendesk offer? - CORRECT ANSWER- Email
Help Center
Chat
Talk
Web Widget
Mobile SDK
API
How many email addresses can you use? - CORRECT ANSWER- As many as you want! (no
limit)
Can you receive/respond to tickets with email addresses outside of Zendesk? - CORRECT
ANSWER- Yes, it takes extra setting up with forwarding settings. Also can send from these
as if it was from Zendesk email as well!
Only _____ have access to the incoming tweets; ____ have access once they becoming
twickets. - CORRECT ANSWER- admins; agents
How many Facebook pages can you have on your account? - CORRECT ANSWER- Up to
15
The email addresses you use to receive support requests in Zendesk Support are referred to as
- CORRECT ANSWER- Support addresses
If an end-user sends an email to , what will the from line read? -
CORRECT ANSWER- From (Support Team Name: Acme Help) <>
,With personalized replies, what will the end-user see in the from line when sending an email
to ? - CORRECT ANSWER- From Agent Name: Bob (Support Team: Acme
Help) <>
Where do you go to add a new Zendesk address? - CORRECT ANSWER-
Admin>Channels>Emails>Add Address>Create new Zendesk Address
True/False: When you delete a support address, outgoing email notifications will no longer be
sent from that address. Any tickets using the deleted support address will be given to the
default address. - CORRECT ANSWER- True
Which support addresses cannot be deleted? - CORRECT ANSWER- Original, Gmail
connector, and default (but you can change the default address to delete a particular address)
When is the default support address the sending address? - CORRECT ANSWER-
Notifications when a ticket is created manually, when a ticket is sent directly to your default
support address, or when a ticket is created through a channel other than email.
True/False: You can edit the email address of an existing support address, but not the address
name. - CORRECT ANSWER- False; you cannot edit the email address, just the name.
This is a way to handle incoming support address errors and is replaced with which email? -
CORRECT ANSWER- Wildcard (replaces incorrect with default address)
What are the three steps to using an external email domain? - CORRECT ANSWER- 1. Set
up forwarding in external email
2. Add external address in ZD support.
3. Send SPF to ZD to verify they sending on behalf.
What are the 2 ways tickets can be created when a user emails an agent's outside email
address, keeping the end-user as the requester? - CORRECT ANSWER- Agent Forwarding
(must be enabled) and Redirect
What steps need to be taken for an agent to forward an email and keep it with the original
requester? - CORRECT ANSWER- 1. Add #requester {requester_email} to the top of the
email body.
, 2. Clean up the email and remove FWD
3. Send to the support email address
Redirecting is not available for which two big email providers? - CORRECT ANSWER-
Outlook and Gmail
What company does Zendesk use to filter out spam? - CORRECT ANSWER- Cloudmark
How do you add a blacklisted or whitelisted email? - CORRECT ANSWER-
Admin>Settings>Customers
How can you ensure an email address or domain's ticket doesn't come into Zendesk at all? -
CORRECT ANSWER- Add reject as in these examples in the blacklist
reject: reject:gmail.com
True/False: If a user has more than one email, a new contact is formed when they use the
second address. - CORRECT ANSWER- True; you can merge into one contact in order to
stop this moving forward.
What must be enabled in order to merge tickets from different requesters? - CORRECT
ANSWER- CC
What is the main difference between using CC and the @mention? - CORRECT ANSWER-
CC function allows agents to add end-users while the @mention can only add agents
Channel integrations allows customers to do what? - CORRECT ANSWER- customers can
bring in from other apps in the marketplace such as google reviews
When using email forwarding, does the external address or the final address become the
received @ address for routing? - CORRECT ANSWER- initial received @ email address
Personalized email replies is default and shows agent name next to company name (T/F) -
CORRECT ANSWER- True
