Zendesk Administrator Exam- Section 5 Additional Features Exam already Passed!!

What is a web widget? - Answer-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 the web widget, components are presented to end users in a specific sequence, at different times, rather than all at once. What are the different ways your customers can get help from the Web Widget? - Answer-1. GuideCustomers can search Help Center articles for immediate self-service 2. Support- Customers can submit a support request using a contact form 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? - Answer-Bottom Corner by default What are the support components of the web widget? - Answer-1. Self- Service 2. Live Chat 3. Phone Calls 4. Contact Forms What is the self-service component of the Web Widget in Zendesk? - Answer-If help center is enabled in the web widget than customers will be presented with Help Center Search first. How many results appear in Help Center Search? What about if Contextual Help is enabled? - Answer-Nine results appear if any matches are found. If Contextual help is enabled, up to 3 suggested articles appear below the search box. How are the results for self- service search configured? - Answer-The suggested articles are determined either by page URL from which cx accessed or chosen by administrator based of advanced customizations How many brands can you support with Zendesk enterprise licensing? - Answer-5How many brands does Zendesk Multibrand Add-on for enterprise allows up to? - Answer-300 What is an agents brand or agent's route? Where can this be adjusted - Answer-Essentially an agent's default brand. This can be managed under settings>account page, under the Branding tab You can support your brands in any of these channels? - Answer-email, Help Center, Twitter, Facebook, Talk, API, Web Widget. Zendesk Chat currently does not support this Where are all of your installed apps, including those that have been disabled? - Answer-On My Apps Page. Click Admin icon> click Apps> click Manage. What are the different locations an app can be placed? - Answer-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 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 Who determines the location of the app? Who can reorder apps in a location - Answer-1. The App Developer determines location that the app will be in. 2. The admins can update the order in each location of which the apps appears Can Apps appear in more than one location? - Answer-Yes. Changing the order of the app in one location will NOT update their position in another location. What are the different ways you can restrict access to apps? How? - Answer-1. Role Restrictions 2. Groups Restrictions 3. Both ***My Apps>Select the App you would like to restrict> Opens that apps settings page>enter names of roles/groups/both you want to have access>save settingsWhat is the difference between disabling an app and uninstalling an app? - Answer-If an app is enabled/disabled it is disabled for everyone. Disabled can be temporary and uninstalling is to permanently remove the app Are app updates automatic or manual? - Answer-Apps are automatically updated as updates become available. How can you contact the app developer? - Answer-You can contact developer my navigating to Contact Developer under the Apps settings page. If contact has been provided the developers support email opens in your mail program.