Zendesk Certification Exam Questions
and Answers (Latest Update 2024)
Verified 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!
,Zendesk Certification Exam Questions
and Answers (Latest Update 2024)
Verified Answers
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) <>
,Zendesk Certification Exam Questions
and Answers (Latest Update 2024)
Verified Answers
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.
, Zendesk Certification Exam Questions
and Answers (Latest Update 2024)
Verified Answers
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
and Answers (Latest Update 2024)
Verified Answers
What channels does Zendesk offer? - Correct Answer ✅
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!
,Zendesk Certification Exam Questions
and Answers (Latest Update 2024)
Verified Answers
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) <>
,Zendesk Certification Exam Questions
and Answers (Latest Update 2024)
Verified Answers
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.
, Zendesk Certification Exam Questions
and Answers (Latest Update 2024)
Verified Answers
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
