Zendesk Training Exam Questions With 100% Correct Answers

Zendesk Training Exam Questions With 100% Correct Answers What tickets should be handled first? - answer✔✔New/Open tickets What sort filter should be u sed? - answer✔✔Sort by "Updated" so the oldest ticket is the next ticket handled What issues/contacts are priority? - answer✔✔Cancelations, returns/exchanges, and voicemails True or False: You do not need to update the ticket subject - answer✔✔False: Ticke t Names should ALWAYS have description, case type, and term number when possible. What should you link in the internal notes? - answer✔✔Escalation tickets Oven tickets Asking other teams Relevant slack conversations App issues When you're waiting for a customer to respond, which "bucket" should you put the ticket in? - answer✔✔Pending When you are waiting for another team or leadership to resolve an issue, which "bucket" should you put the ticket in? - answer✔✔On-Hold When shoul d you escalate cases to leadership? - answer✔✔food poisoning, severe oven issues (fires), social media or BBB threats, legal action threats, requests to speak with a manager In what case should a ticket still be left "open"? - answer✔✔Tickets should only b e open if they have not been acted on yet or if they are chat tickets that have yet to be filed What is our new policy for closing a chat? - answer✔✔If active: Ask if you may further assist customer - Once the answer to the above is "No" wish the customer well and say "goodbye" to some degree Request a chat rating - Close the chat and file accordingly