Zendesk Training Exam Questions and Verified Solutions. | Exam Revision
Questions And Correct Answers | Graded A+ | 2025 Update |
Tips to be an Active Listener? (5) - Answer -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) - Answer -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 - 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 - Answer -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? - Answer -More with less
What's changed?
More support requests
Higher customer expectations
Less resources
How do we Help SMB? - Answer -Agility
Solving tickets:
via Messaging apps
Self-service
Boosting agent collaboration
Managing more customer data
What is in the Zendesk Suite? (7) - Answer -Support
Talk
Chat
Guide
Gather
Explore
Sunshine
What are the Zendesk Suite Add-ons? (12) - Answer -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? - Answer -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? - Answer -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? - Answer -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? - Answer -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? - Answer -Conversational experiences
All the channels you need
Self-service at scale
Personalized and contextual
Set your Teams up for Success -- 4 main points? - Answer -Easy to use agent workspace
Powerful collaboration tools
Routing and Intelligence
Seamless content
Keep your Business in Sync -- 4 main points? - Answer -Unified view of customers
Powerful reporting and analytics
Customizable workflows
Integrations to connect your data
Make it Easy for your Customer -- 2020 Background? - Answer -Pandemic = accelerated
messaging
adoption
Consumers what instantaneous support
Questions And Correct Answers | Graded A+ | 2025 Update |
Tips to be an Active Listener? (5) - Answer -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) - Answer -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 - 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 - Answer -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? - Answer -More with less
What's changed?
More support requests
Higher customer expectations
Less resources
How do we Help SMB? - Answer -Agility
Solving tickets:
via Messaging apps
Self-service
Boosting agent collaboration
Managing more customer data
What is in the Zendesk Suite? (7) - Answer -Support
Talk
Chat
Guide
Gather
Explore
Sunshine
What are the Zendesk Suite Add-ons? (12) - Answer -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? - Answer -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? - Answer -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? - Answer -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? - Answer -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? - Answer -Conversational experiences
All the channels you need
Self-service at scale
Personalized and contextual
Set your Teams up for Success -- 4 main points? - Answer -Easy to use agent workspace
Powerful collaboration tools
Routing and Intelligence
Seamless content
Keep your Business in Sync -- 4 main points? - Answer -Unified view of customers
Powerful reporting and analytics
Customizable workflows
Integrations to connect your data
Make it Easy for your Customer -- 2020 Background? - Answer -Pandemic = accelerated
messaging
adoption
Consumers what instantaneous support
