Week 3 Training Assessment Form

1. What is Zendesk primarily used for?

• A) Zendesk is a customer service platform that consolidates customer interactions from various channels into one place and is where we manage customer interactions like emails, phone calls, live chats, etc.
• B) Zendesk is a resource that will provide you with information about PrettyLitter products and services
• C) Zendesk is a tool used to look up the customer’s order information and its status
• D) Zendesk is a tool used to modify the customer’s subscription

2. Why do you need to click on “take it” upon receiving or opening a new ticket in Zendesk?

• A) To assign the ticket to yourself and prevent other users from working on the same ticket
• B) To allow you to hoard tickets and boost your productivity
• C) You won’t be able to reply to the customer until you click on “take it”
• D) For documentation purposes

3. Which of the following are ways for you to view tickets that are currently assigned to you? (Select all that apply)

• By clicking on the “Views“ icon on the left side panel and going to the “Tickets: Assigned” View
• By clicking on the “Views“ icon on the left side panel and going to the “Tickets: Needs Action” View
• By clicking on the “Home” icon on the left side panel and checking the tickets under “Your Work”
• By clicking on the “Views” icon on the left side panel and going to the “My Tickets” view

4. Which of the following are true in terms of the order in which you should work on tickets in Zendesk? (Select all that apply)

• Main focus is always to serve NEW tickets/customers
• Maintain a zero backlog of OPEN tickets at all times
• If you have 10+ more OPEN tickets currently, you should focus on resolving anything older than 48 hours from the current performance day, then prioritize new tickets
• PENDING tickets should be deprioritized; these are least time-sensitive as we are waiting for customer action

5. Tickets that require no further action from both the agent and the customer should be submitted into which status?

• A) OPEN
• B) PENDING
• C) SOLVED
• D) ON-HOLD

6. Tickets that require a response or action from the customer should be submitted into which status?

• A) OPEN
• B) PENDING
• C) SOLVED
• D) ON-HOLD

7. Tickets that require or are awaiting action from our end should be submitted into which status?

• A) OPEN
• B) PENDING
• C) SOLVED
• D) ON-HOLD

8. How do you edit or add an email address to the customer’s profile in Zendesk?

• A) By asking your Team Leader to update it for you in Zendesk
• B) By handing off the ticket to the Operations via a Side Conversation ticket
• C) By clicking on the tab with the customer’s name on the upper-left hand portion of Zendesk and clicking on the dropdown button next to the customer’s current email address and selecting “Edit email”, or by clicking on the “+ add contact” option and selecting “Email” in the dropdown menu
• D) Editing or adding email addresses can only be done in Recharge

9. Which of the following are the purposes of Interaction History in Zendesk? (Select all that apply)

• A) This will allow you to identify and personally call out the previous agent who may have mishandled the customer
• B) It will allow you to view the history of customer interactions and understand if the customer is raising a new issue or a previous issue that remains unresolved
• C) This will help determine if there are tickets from the customer with similar concerns that need to be merged
• D) This gives you a “full view” of the customer’s interactions and experience with customer support so you can customize your responses

10. What does merging tickets in Zendesk mean?

• A) Combining multiple tickets into one, to reduce duplication
• B) Splitting a ticket into several smaller tasks
• C) Transferring a ticket to a different support agent
• D) Deleting duplicate tickets