Zendesk Terms and Tools Questions and Answers 100% Pass

Zendesk Terms and Tools Questions and Answers 100% Pass Support Suite includes which products? Support, Guide, Chat, Talk, + Messaging (think omnichannel experience) Which plan types are available for the Support Suite? Professional at $89/Month Annually Enterprise at $149/Month Annually What is Guide? Knowledge base and self-service What is Chat? Live chat software so you can give your customers real-time support as they browse your website and answer questions quickly. What are the benefits of Messaging? Used for web and mobile - bringing rich and automated conversational experiences to your own properties. 1. Build stronger customer relationships 2. Give your agents context via a unified workspace 3. Automate for faster support with Flow Builder 4. Extend and customize the experience with Sunshine Conversations What are some of the features of Messaging? - Ongoing conversation history so customers can move between website and mobile app without losing thread - Richer messages with images, carousels and action buttons = more engaging - Automated responses to repetitive questions for 24/7 service and reduced costs - Manage customers over any channel from one place - Collect basic customer info with messaging bots for context - Easily switch channels so agents can quickly follow up on preferred channel. - Real time conversational interface for agents so they can respond faster - Deliver instant answers with Flow Builder - Escalate issues to an agent with the relevant context What are the benefits of SunCo? 1. Integrate external systems with Zendesk and enable customers to take immediate action from within the message 2. Add messaging bot partners or bring your own custom chatbot for your unique business needs 3. Proactively reach out to customers with outbound notifications and get ahead of the problem 4. Engage customers and partners in group messages to connect the right people together Why should YOU care about messaging? - reduces costs - makes support teams more efficient - has the highest CSAT at 98% - preferred channel for end-users - we now have both real0-time and persistent communication - modern end-user experience, no coding required - easy to configure bots to fulfill all kinds of workflows - messaging and other channels all flow into one unified workspace What is Messaging positioning? New and improved way to deliver rich, modern, and automated conversational experiences out-of-the-box on websites and in mobile apps. What is Live Chat positioning? Suite and Standalone: Existing capability for basic chat support on web and mobile; lacks persistence richness and automation. What is Social Messaging positioning? Add-on and Suite: For third-party channels like , Facebook Messenger and LINE What is SunCo positioning? Platform: Extend and customize messaging and social experiences with APIS What do you say if customer asks about if Zendesk has an open API? Zendesk has it's own marketplace of over 800 apps that it can currently integrate with and if you have a different app in mind we have an open api platform with the ability to build the capabilities for integration either with our team or with your internal dev team. What is Productivity Pack? Specific to Support at least professional. Includes: - Custom ticket forms - Conditional ticket fields Pro - $24 Enterprise - Included Elite - Included What is the Collaboration Add On? Collaborate with team members with these features: - Light Agents - Side Conversations Pro - $25