Zendesk: New Agent Workspace

When a visitors ended the chat and coming back later, it will create new ticket. True or false?

• TRUE

• FALSE

Below is the feature of New Agent Workspace:

• Enables agents to seamlessly across Zendesk channels within a single ticket interface

• Agents can switch between dashboard to view and track customers issues

• Agents can switch between channels to address customers issues

• All answers are wrong

What is the green color mean on live chat ticket?

• Visitors are still online but inactive

• Visitors are online and actively chatting with Agents

• New live chat

• Live chat is ended

What is the orange color mean on live chat ticket?

• Visitors are still online but inactive

• Visitors are online and actively chatting with Agents

• New live chat

• Live chat is ended

True or false, when the live chat is ended, we will see a "Chat Ended" marker on the ticket.

• TRUE

• FALSE

How to transfer a live chat?

• Still the same method as the current Zendesk

• Agents can transfer chats to other agents by clicking a "Transfer Chat" button that is available on the interface

• Agents can transfer chats to other agents by using the Assignee field in the ticket

• Live chat cannot be transfered with the new migration

What symbol is needed to use shortcut?

• -

• :

• \

• /

What is the difference between "Submit" and "Send"?

• - Submit is to send an email or save any changes on the ticket

  - Send is to send a reply during live chat

• - Submit is to send a reply during live chat

  - Send is to send an email or save any changes on the ticket

We can check current online agents by using Assignee tab and search for agents with green circle. True or false?

• TRUE

• FALSE

We cannot change channel on the ticket. True or false?

• TRUE

• FALSE