Zendesk Certification 2024 Exam All Possible Questions and Answers with complete solution

What channels does Zendesk offer? - Answer-Email Help Center Twitter Chat Facebook Talk Web Widget Mobile SDK API How many email addresses can you use? - Answer-As many as you want! (no limit) Can you receive/respond to tickets with email addresses outside of Zendesk? - 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. - Answer-admins; agents How many Facebook pages can you have on your account? - Answer-Up to 15 The email addresses you use to receive support requests in Zendesk Support are referred to as - Answer-Support 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 ? - Answer-From Agent Name: Bob (Support Team: Acme Help) <>Where do you go to add a new Zendesk address? - 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. - Answer-True Which support addresses cannot be deleted? - 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? - 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. - 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? - AnswerWildcard (replaces incorrect with default address) What are the three steps to using an external email domain? - 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? - 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? - 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? - Answer-Outlook and Gmail