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