Zendesk Certification | Exam Revision Questions And Correct
Answers | Graded A+ | 2025 Update |
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? - 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
, ? - 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? -
Answer -
Wildcard (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?
-
Answers | Graded A+ | 2025 Update |
What channels does Zendesk offer? - Answer -Email
Help Center
Chat
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? - 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
, ? - 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? -
Answer -
Wildcard (replaces incorrect with default address)
What are the three steps to using an external email domain? - Answer -1. Set up forwarding in
external
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?
-
