Zendesk Training Exam Questions With 100% Correct Answers 2024, Exams of Advanced Education

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Zendesk Training Exam Questions With

100% Correct Answers 2024

Tips to be an Active Listener? (5) - Correct 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) - Correct 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 - Correct 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 - Correct 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? - Correct Answer-More with less What's changed? More support requests Higher customer expectations Less resources

How do we Help SMB? - Correct Answer-Agility Solving tickets: via Messaging apps Self-service Boosting agent collaboration Managing more customer data What is in the Zendesk Suite? (7) - Correct Answer-Support Talk Chat Guide Gather Explore Sunshine What are the Zendesk Suite Add-ons? (12) - Correct 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? - Correct 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? - Correct 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? - Correct 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? - Correct 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? - Correct Answer-Conversational experiences All the channels you need Self-service at scale Personalized and contextual Set your Teams up for Success -- 4 main points? - Correct Answer-Easy to use agent workspace Powerful collaboration tools Routing and Intelligence Seamless content

Keep your Business in Sync -- 4 main points? - Correct Answer- Unified view of customers Powerful reporting and analytics Customizable workflows Integrations to connect your data Make it Easy for your Customer -- 2020 Background? - Correct Answer-Pandemic = accelerated messaging adoption Consumers what instantaneous support Make it Easy for your Customers -- 3 Value Props? - Correct Answer-Meet your Customers where and how it's convenient for them Empower customers to help themselves Provide a personal touch at scale Make it Easy for your Customers -- Meet your customers where and how it's convenient for them -- Features? - Correct Answer-Customers can reach you on any channel and device Conversations stay connect, however you choose to interact Example: Grandpa vs Gen Z Nephew

Make it Easy for your Customers -- Meet your customers where and how it's convenient for them -- Problem vs Solution? - Correct Answer-Problem Preferred channel CX is a competitive differentiator Serve customers in real-time Solution Any channel and device Conversations stay connected Make it Easy for your Customers --Empower customers to help themselves -- Features? - Correct Answer-Help center AI-powered bots Make it Easy for your Customers --Empower customers to help themselves -- Problem vs Solution? - Correct Answer-Problem High volume of questions Customers have complex questions Scale customer CX

Solution Self-service Help center Community forums AI - powered bots Example: Uber, lots of customers, we took care of that, they could focus on growth Make it Easy for your Customers -- Provide a personal touch at scale -- features? - Correct Answer-Built-in Ai Customer context Conversation history Example: Uber Eats, Happy Birthday gift card, customer data to provide personalized experience, ---where do you think I'll order food with moving forward? Make it Easy for your Customers -- Provide a personal touch at scale -- Problem vs Solution? - Correct Answer-Problem Customer has to repeat themselves

Provide relevant solutions Personalized support to scale Solution Unique and personal experience Context so customer never has to repeat themselves Set your Team for Success -- 4 Value Props? - Correct Answer- Manage and respond to customers from one unified place Boost efficiency with contextual knowledge across the company Help your agents work smarter with built-in routing and intelligence Deliver relevant self-service content at scale Set your Team for Success - Manage and respond to customers from one unified place - Features? - Correct Answer-unified workplace Easily switch channels Context at your fingertips Extend to fit your needs (marketplace)

User Roles - Correct Answer-Agents permission Example: can't mess with account settins Groups - Correct Answer-Organize Agents Example: Uber Agent vs Uber Eats Agents Brands - Correct Answer-Prodcuts/Services Example: Uber vs Uber eats Views - Correct Answer-Organizing conversation based on criteria Example: customer that bought X service Ticket forms - Correct Answer-template for support request Example: Uber -- couldn't find driver Tags - Correct Answer-Conversation categorization Example: for analyzing problems

Dynamic Content - Correct Answer-Support in other languages Schedules - Correct Answer-Business hours Set your Team for Success - Manage and respond to customers from one unified place - Problem vs Solution? - Correct Answer-Problem Agents navigate between different channels Staffing across channels is difficult Adding channels may lead to worse CX Solution Customer conversation in an unified workspace Easy to switch channels Custom context App integration Set Team for Success-- Boost efficiency with contextual knowledge from across the company -- features? - Correct Answer-Easy-to-use collaboration tools Ticket, email, slack

Organize conversations Workflows, Routing, Reporting Tags Optimize your workspace Ticket fields Apps Macros (pre-written responses) Example "Someone hasn't gotten their package" Set Team for Success-- Boost efficiency with contextual knowledge from across the company -- Problem vs Solution? - Correct Answer-Problem Searching for information for customer request Tools/data scattered Unable to collaborate Solution Easy-to-use collaboration tools for ticket communication over slack/email Organize conversation with routing/reporting/tags Optimize your workspace with ticket fields/apps/macros Shopify information example is

Set Team for Success - Help your agents work smarter with built-in routing and intelligence - Problem vs Solution? - Correct Answer-Problem Ticket volume and right ticket to the right agents Time on manual tasks Teams not engaged Solution Route inquiries - to right agent Just hit 'play' -- automatically guides to agents Lean on AI to gather right information Set Team for Success - Deliver relevant self-service at scale - features? - Correct Answer-Easy access to knowledge (Agent knowledge base) Involve your team in content ( Institutional knowledge) Identify knowledge gaps (Align knowledge base from customers needs) Set Team for Success - Deliver relevant self-service at scale - Problem vs Solution? - Correct Answer-Problem Better ways to share content internally Same agents tapped for knowledge Institutional knowledge hard to capture

Solution Easy access to knowledge Involve your team in content Identify knowledge gaps Keep your Business in Sync -- 4 Value Props? - Correct Answer- Integrate Support into the rest of your systems Create and manage a unified view of your customer Make sense of it all with actionable insights Automate at scale and ensure consistency with easy to manage workflows Keep your Business in Sync -- Integrate Support into the rest of your system -- Problems? - Correct Answer-How do I integrate My agents are spending too much time in external systems I'm treating all my customers the same I need to up-sell or cross-sell

Keep your Business in Sync - Create and manage a unified view of your customer -- Problems? - Correct Answer-How do I understand every touch point? How do I unlock support channels for my best customers? How do I bring my support, sales, and marketing efforts together? Keep your Business in Sync -- Make sense of it all with actionable insights -- Problem vs Solution? - Correct Answer- Problem How are my service channels performing? How productive are my agents? How do I build a more agile support team? How do I see why customer are reaching out? Solution Real-time and historical data Pre-built dashboards for every channel Customizable dashboards and charts Data consolidation

Keep your Business in Sync -- Automate at scale with easy to manage workflows-- Problem vs Solution? - Correct Answer- Problem Consistency in policies and procedures? How do I keep my data in sync? How do I use additional data to accelerate ticket resolution? Solution Business rules to execute business needs Triggers - streamline tasks while ensuring consistency Automations - keep your data in sync SLA - adhere to policies and agreement Sell -- Background? - Correct Answer-Touching more of the customer journey Built for Sales people by Sales people "Only 1/3 of sales work is revenue generating activity" Sell -- Value? - Correct Answer-Easy to implement & use Award winning mobil app Centralized tools & data

Low TCO Zendesk family of products Sell -- 3 Value Props? - Correct Answer-Sell Faster Manage Smarter Adapt Quickly Sell -- Sell Faster -- Features? - Correct Answer-Automatically log sales activities including emails and calls Access your entire CRM and log tasks on sit with an easy-to- use mobile app Integrate key business apps and data for an efficient, consolidated workspace Onboard rep quickly and ensure adoption with intuitively designed tools Sell -- Manage Smarter -- Features? - Correct Answer-Keep tabs on your team's sales activities with auto-logged tasks and activities

Access out-of-the box reports on activities, sales performance and pipeline analysis Coach reps with call scripts and recordings and equip teams with proven email templates Unify data across customer touchpoints Sell -- Adapt Quickly? - Correct Answer-Quickly create and modify pipeliens or custom fields to meet your sales needs Robust permissions to ensure everyone has exactly the right amount of access Integrate key apps like Mailchimp and Shopify for an efficient, consolidated workspace What is the future of Sell? - Correct Answer-Integrating with Support Analytics How do I identify a Sell Customer? - Correct Answer-Zendesk Customer Sell -- No go? - Correct Answer-Highly regulated industries Lots of customizations

How to craft a Prospecting Message? (4) - Correct Answer- Why you (Trigger) Why you Now (Value Prop) Call to Action (Scheduling) Push-Pull What is MEDDPIC? - Correct Answer-Metric Economic Buyer Decision Criteria Decision Process Paper Process Identified Pain Champion Competition Sandler Method -- Up-front Contract? - Correct Answer-"If we agree that we have a good understanding of what your trying accomplish, our solution fits that criteria, it makes sense to continue the conversation?"

Zendesk Differentiators - Correct Answer-Ground in CX Make it easy Open and flexible Data Rich Best TCO Up-Market Compete - Correct Answer-Broadly focused Complex and expensive Resource and time intensive Down-Market Compete - Correct Answer-Nascent Products Challenges w/ Scalability & Reliability Limited Support & Success Salesforce-- positioning vs reality? Cons? - Correct Answer- One platform vs 55 technologies patched together Result: Slow to use (Not Grounded in CX) Slow to implement (Speed) Maintenance costs (TCO)

Use Oracle story here! Salesforce -- how to win? - Correct Answer-Understand Customer Trial/POC (our product is faster -- no 45 page SLA) Educate around TOC We do integrate with SF! Freshworks-- positioning vs reality? - Correct Answer-Position: "Freshdesk is the same product but half the cost" Broad, 11 products Only built for basics Cheap licenses but inefficient and unreliable Reality: Proven leader in CX Deep, Scalable product Better TCO

Gartner -- no 5+ integrations Gartner -- weak analytics Freshworks -- Why we win? - Correct Answer-focus on customer don't feature sell better customer service pull in resources What category of customer does Zendesk do best with? - Correct Answer-Foundational and Leading Foundational customers -- focus? - Correct Answer-trying to optimize: self-service automated workflows What are Foundational customers current state? - Correct Answer-dissatisfied and/or churning customers high inbound volume that is difficult to track, prioritize, and route

simple, repetitive queries clogging queues lack understanding of trending / emerging issues Foundational customers -- desired state? - Correct Answer- Improved CSAT Enable routing and deflect inbound to inexpensive, fast channels able to adapt and scale at the pace of your business & optimize team productivity Enable customers & agents to self-serve provide actionable insights into customer trends Foundational customers --why Zendesk? - Correct Answer- flexibility to quickly scale up your workflow -- which means tickets get to the right agents, and agents have the knowledge they need to solve any problem. We'll get you up and running fast at a lower TCO and provide insights to optimize your business Leading customers -- foucs? - Correct Answer-differentiated CX through Omni channel Support

Leading customers -- current state? - Correct Answer-Limited channels for customer engagement customer experience is lagging behind market inefficient workflows lead to high resolution times agents not able to see full customer history unable to prove ROI Leading customers -- desired state? - Correct Answer-CX is a competitive differentiator optimized business rule and workflows automate repetitive, manual tasks customers connect seamlessly, without losing any context across channels Agents has insight to full customer history, customer never has to repeat themselves understand cost of service Leading Customers -- why Zendesk? - Correct Answer-Our omnichannel solution makes it easy for your customers to engage with your business where and when it's right for them, while empowering agents to be more productive with a single interface. It's sophisticated enough to meet complex needs, but simple enough to get you up and running fast.

Zendesk Sales Stages? - Correct Answer-Phase 2 (10%): had demo discussed trial Phase 3 (25%): Week or two of trial integration forecasting for Brandon Phase 4 (50%): Try to keep out of this just a matter of when Phase 5 (90%): going to close Quoting Terms (PPA, MRR, TCV) - Correct Answer-PPA: Price Per Agent (package-based) MRR: Monthly Recurring Revenue (Agents X Package)