Zendesk Certification ExamQuestions With 100% Correct Answers

Zendesk Certification ExamQuestions With 100% Correct Answers What channels does Zendesk offer? - answerEmail Help Center Twitter Chat Facebook Talk Web Widget Mobile SDK API How many email addresses can you use? - answerAs many as you want! (no limit) Can you receive/respond to tickets with email addresses outside of Zendesk? - answerYes, 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. - answeradmins; agents How many Facebook pages can you have on your account? - answerUp to 15 The email addresses you use to receive support requests in Zendesk Support are referred to as - answerSupport addresses If an end-user sends an email to , what will the from line read? - answerFrom (Support Team Name: Acme Help) <> With personalized replies, what will the end-user see in the from line when sending an email to ? - answerFrom Agent Name: Bob (Support Team: Acme Help) <> Where do you go to add a new Zendesk address? - answerAdmin>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. - answerTrue Which support addresses cannot be deleted? - answerOriginal, 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? - answerNotifications 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. - answerFalse; 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? - answerWildcard (replaces incorrect with default address) What are the three steps to using an external email domain? - answer1. 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? - answerAgent 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? - answer1. 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? - answerOutlook and Gmail What company does Zendesk use to filter out spam? - answerCloudmark How do you add a blacklisted or whitelisted email? - answerAdmin>Settings>Customers How can you ensure an email address or domain's ticket doesn't come into Zendesk at all? - answerAdd reject as in these examples in the blacklist reject: reject: True/False: If a user has more than one email, a new contact is formed when they use the second address. - answerTrue; 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? - answerCC What is the main difference between using CC and the @mention? - answerCC function allows agents to add end-users while the @mention can only add agents Channel integrations allows customers to do what? - answercustomers 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? - answerinitial received @ email address Personalized email replies is default and shows agent name next to company name (T/F) - answerTrue How can you know if something is an existing ticket being replied to (what to look for)? - answerEncoded ID in reply to address and encoded id in white at the bottom of the comments (also within email coded message id) Email template is the frame so includes all the outer bits such as.. - answerticket body, logo at top, maybe the footer, etc. What part of the email template contains the info from a triggered email? - answerContent (line 15) What is the footer link? - answerOur Zendesk website link and can be replaced by customers with their link Color in email template can be changed using what code (source code of email template) - answerHTML (coded color) What is the text template for the email template? - answerThis is the text version of the ticket in case it goes to a device that doesn't read HTML! Please type your reply above this line - what is this and what's the point? - answerDelimiter (line 14 in email template) - it helps to make just the new text a new comment, not all the comments below it too Email only support needs to follow these steps: - answer1. Hide all links for help center 2. Triggers - make sure there are no ticket ids with # before as it makes it a clickable link 3. Footer in email template includes link to where tickets are managed