Zendesk Administrator Exam- Section 5 Additional Features UPDATED
ACTUAL Questions and CORRECT Answers
The web widget is a seperate application that you can add
to your website or help center. It allows support features
to be embedded. If multiple components are enabled for
What is a web widget?
the web widget, components are presented to end users
in a specific sequence, at different times, rather than all at
once.
1. Guide- Customers can search Help Center articles for
immediate self-service
2. Support- Customers can submit a support request us-
What are the different ways your customers can get help
ing a contact form
from the Web Widget?
3. Talk- Customers can request a CB or view a phone
number to call
4. Chat- Customers can start a live chat with an agent
Where does the Web Widget appears? Bottom Corner by default
1. Self- Service
2. Live Chat
What are the support components of the web widget?
3. Phone Calls
4. Contact Forms
What is the self-service component of the Web Widget in If help center is enabled in the web widget than customers
Zendesk? will be presented with Help Center Search first.
Nine results appear if any matches are found. If Contextual
How many results appear in Help Center Search? What
help is enabled, up to 3 suggested articles appear below
about if Contextual Help is enabled?
the search box.
The suggested articles are determined either by page URL
How are the results for self- service search configured? from which cx accessed or chosen by administrator based
of advanced customizations
How many brands can you support with Zendesk enter-
5
prise licensing?
, How many brands does Zendesk Multibrand Add-on for
300
enterprise allows up to?
What is an agents brand or agent's route? Where can this Essentially an agent's default brand. This can be managed
be adjusted under settings>account page, under the Branding tab
email, Help Center, Twitter, Facebook, Talk, API, Web Wid-
You can support your brands in any of these channels?
get. Zendesk Chat currently does not support this
Where are all of your installed apps, including those that On My Apps Page. Click Admin icon> click Apps> click
have been disabled? Manage.
Top Navigation- along top of ZD support screen
Main Navigation- down the left side the Zendesk Support
Screen
Ticket- in the body of an existing ticket when apps panel
is open
What are the different locations an app can be placed? New Ticket In the body of a ticket being created, when
apps panel is open.
Organization Profile- On the profile page of a selected
organization, when the apps panel is open
User Profile- On the profile page of a selected user when
the apps page is open
1. The App Developer determines location that the app will
Who determines the location of the app? Who can reorder
be in. 2. The admins can update the order in each location
apps in a location
of which the apps appears
Yes. Changing the order of the app in one location will NOT
Can Apps appear in more than one location?
update their position in another location.
1. Role Restrictions
What are the different ways you can restrict access to 2. Groups Restrictions
apps? How? 3. Both
***My Apps>Select the App you would like to re-
2/5
ACTUAL Questions and CORRECT Answers
The web widget is a seperate application that you can add
to your website or help center. It allows support features
to be embedded. If multiple components are enabled for
What is a web widget?
the web widget, components are presented to end users
in a specific sequence, at different times, rather than all at
once.
1. Guide- Customers can search Help Center articles for
immediate self-service
2. Support- Customers can submit a support request us-
What are the different ways your customers can get help
ing a contact form
from the Web Widget?
3. Talk- Customers can request a CB or view a phone
number to call
4. Chat- Customers can start a live chat with an agent
Where does the Web Widget appears? Bottom Corner by default
1. Self- Service
2. Live Chat
What are the support components of the web widget?
3. Phone Calls
4. Contact Forms
What is the self-service component of the Web Widget in If help center is enabled in the web widget than customers
Zendesk? will be presented with Help Center Search first.
Nine results appear if any matches are found. If Contextual
How many results appear in Help Center Search? What
help is enabled, up to 3 suggested articles appear below
about if Contextual Help is enabled?
the search box.
The suggested articles are determined either by page URL
How are the results for self- service search configured? from which cx accessed or chosen by administrator based
of advanced customizations
How many brands can you support with Zendesk enter-
5
prise licensing?
, How many brands does Zendesk Multibrand Add-on for
300
enterprise allows up to?
What is an agents brand or agent's route? Where can this Essentially an agent's default brand. This can be managed
be adjusted under settings>account page, under the Branding tab
email, Help Center, Twitter, Facebook, Talk, API, Web Wid-
You can support your brands in any of these channels?
get. Zendesk Chat currently does not support this
Where are all of your installed apps, including those that On My Apps Page. Click Admin icon> click Apps> click
have been disabled? Manage.
Top Navigation- along top of ZD support screen
Main Navigation- down the left side the Zendesk Support
Screen
Ticket- in the body of an existing ticket when apps panel
is open
What are the different locations an app can be placed? New Ticket In the body of a ticket being created, when
apps panel is open.
Organization Profile- On the profile page of a selected
organization, when the apps panel is open
User Profile- On the profile page of a selected user when
the apps page is open
1. The App Developer determines location that the app will
Who determines the location of the app? Who can reorder
be in. 2. The admins can update the order in each location
apps in a location
of which the apps appears
Yes. Changing the order of the app in one location will NOT
Can Apps appear in more than one location?
update their position in another location.
1. Role Restrictions
What are the different ways you can restrict access to 2. Groups Restrictions
apps? How? 3. Both
***My Apps>Select the App you would like to re-
2/5
