Zendesk Training Exam Questions With 100% Correct
Answers Graded A+
Tips to be an Active Listener? (5)
10 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)
1. 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
"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
Spotlight 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?
More with less
What's changed?
More support requests
Higher customer expectations
Less resources
How do we Help SMB?
Agility
Solving tickets:
via Messaging apps
Self-service
, Boosting agent collaboration
Managing more customer data
What is in the Zendesk Suite? (7)
Support
Talk
Chat
Guide
Gather
Explore
Sunshine
What are the Zendesk Suite Add-ons? (12)
Collaboration
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?
Make 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?
Offer 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?
Help 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?
Customize 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?
Conversational experiences
All the channels you need
Self-service at scale
Personalized and contextual
Set your Teams up for Success -- 4 main points?
Easy to use agent workspace
Powerful collaboration tools
Routing and Intelligence
Seamless content
Answers Graded A+
Tips to be an Active Listener? (5)
10 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)
1. 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
"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
Spotlight 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?
More with less
What's changed?
More support requests
Higher customer expectations
Less resources
How do we Help SMB?
Agility
Solving tickets:
via Messaging apps
Self-service
, Boosting agent collaboration
Managing more customer data
What is in the Zendesk Suite? (7)
Support
Talk
Chat
Guide
Gather
Explore
Sunshine
What are the Zendesk Suite Add-ons? (12)
Collaboration
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?
Make 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?
Offer 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?
Help 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?
Customize 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?
Conversational experiences
All the channels you need
Self-service at scale
Personalized and contextual
Set your Teams up for Success -- 4 main points?
Easy to use agent workspace
Powerful collaboration tools
Routing and Intelligence
Seamless content
