Zendesk Training Exam Questions With 100% Correct Answers 2024

Zendesk Training Exam Questions With 100% Correct Answers 2024 Tips to be an Active Listener? (5) - answer10 second rule Limit distraction (No phone, Slack on mute) Don't interrupt (Write down questions/thoughts) Clarify & paraphrase Listen to emotions How to be an active listener? (5) - answer1. Ask Questions 2. Seek Elaboration (Repeat answer, 5 Whys) 3. Speak Less (Bite Tongue) 4. Use Minimal Encouragers ("Right") 5. Probe Further (Repeat Answers, Seek Clarification) CX Trends -- Background - answer"2020 changed everything. Stuck at home, customers flocked online. Almost overnight, agents began operating apart. And companies scrambled to figure it all out. A company's success depends on their customer experience -- 3/4 think of whether a company does it well when making a purchase 1/2 will leave after one bad experience Whether it's adding support over messaging or giving agents a new way to stay connected, being able to adjust quickly to keep up with customers and set your teams up for success has never been more important 6 CX Trends - answerSpotlight on CX A More conversational world In uncertain times, agility is key! The future of work is now The digital tipping point SMB CX Trends? - answerMore with less What's changed? More support requests Higher customer expectations Less resources How do we Help SMB? - answerAgility Solving tickets: via Messaging apps Self-service Boosting agent collaboration Managing more customer data What is in the Zendesk Suite? (7) - answerSupport Talk Chat Guide Gather Explore Sunshine What are the Zendesk Suite Add-ons? (12) - answerCollaboration Advanced security Productivity pack Multibrand Data center location Answer bot High-volume API Social messaging Premium sandbox Premier support priority suppor Light agetns side coversations HIPAA compliance What are the 3 Pillars of the Zendesk Solution? - answerMake it Easy for your Customers Set your Team up for Success Keep Your Business in Sync Making it Easy for your Customer in 1 sentence? - answerOffer support in ways that are convenient for your customers, so it's simple for them to get the answers they need Set your Team up for Success in 1 sentence? - answerHelp your agents, admins and internal teams do their best work with robust out-of-the-box tools that are quick to set up and easy to use Keep Business in Sync 1 sentence? - answerCustomize to your heart's content with an open and flexible platform that you can scale, extend, and optimize as your business changes Making it Easy for your Customers -- 4 main points? - answerConversational experiences All the channels you need Self-service at scale Personalized and contextual Set your Teams up for Success -- 4 main points? - answerEasy to use agent workspace Powerful collaboration tools Routing and Intelligence Seamless content Keep your Business in Sync -- 4 main points? - answerUnified view of customers Powerful reporting and analytics Customizable workflows Integrations to connect your d