Zendesk Administrator Exam- Section 5 Additional
Features Exam Questions With Correct Answers
What is a web widget?
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?
1. Guide- Customers 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?
Bottom Corner by default
What are the support components of the web widget?
1. Self- Service
2. Live Chat
3. Phone Calls
4. Contact Forms
What is the self-service component of the Web Widget in Zendesk?
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?
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?
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?
5
How many brands does Zendesk Multibrand Add-on for enterprise allows up to?
300
What is an agents brand or agent's route? Where can this be adjusted
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?
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?
On My Apps Page. Click Admin icon> click Apps> click Manage.
What are the different locations an app can be placed?
Top Navigation- along top of ZD support screen
Main Navigation- down the left side the Zendesk Support Screen
Features Exam Questions With Correct Answers
What is a web widget?
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?
1. Guide- Customers 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?
Bottom Corner by default
What are the support components of the web widget?
1. Self- Service
2. Live Chat
3. Phone Calls
4. Contact Forms
What is the self-service component of the Web Widget in Zendesk?
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?
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?
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?
5
How many brands does Zendesk Multibrand Add-on for enterprise allows up to?
300
What is an agents brand or agent's route? Where can this be adjusted
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?
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?
On My Apps Page. Click Admin icon> click Apps> click Manage.
What are the different locations an app can be placed?
Top Navigation- along top of ZD support screen
Main Navigation- down the left side the Zendesk Support Screen
