Week 3 Training Assessment Form

Week 3 Training Assessment Form

40 Qs

quiz-placeholder

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Week 3 Training Assessment Form

Week 3 Training Assessment Form

Assessment

Quiz

others

Hard

Created by

Rowena Flores

FREE Resource

40 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

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.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

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.

MULTIPLE SELECT QUESTION

30 sec • 1 pt

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.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

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