Zendesk Guide
How will you be able to identify that an article is only able to be viewed internally and not by a customer?
There will be a lock at the end of the title of the article.
What is Zendesk Support?
A ticketing system (i.e. how you will send email to customers and T2/T3).
What does ticket status "NEW" mean?
Received by not opened or assigned yet.
How do you log a phone call in CRM?
Customer timeline > Select Phone Call from the dropdown menu > Select the "+" button > Enter call details.
True or false - If I need to change a name on a certificate, I have to run a workflow in CRM?
True.
On Zendesk Guide, where are the customer-facing articles located?
Under MYRC FAQs - First Aid & Swimming, Water Safety & Donor Services and Donation FAQs.
How do you know if someone else is looking at a ticket?
There is a little eye on the left-hand side.
What does ticket status "Open" mean?
How to re-send LMS course registration?
Select customer > Related > Course participation > click white space on the correct course number > General > Participant components > click on white space again > Chick the re-send LMS Course registration > click save (if already checked, uncheck > save > re-check > Save.).
How do you check if a course is debited?
In CRM > Click on the course number > Click on the General tab > check if the course is debited (if it isn't, a certificate will not be generated).
As a Prevention and Safety Agent, which section on Zendesk Guide, would you use most often? CX Agent or DX Agent?
CX Agent.
How would you search for a ticket number if someone asked you to look in to one and provided you the ticket number?
You would type the ticket number in the search bar that reads "search Zendesk Support".
What does ticket status "PENDING" mean?
That we are awaiting information from an end user (i.e. you went back to the customer to ask for additional clarification questions).
How do you check a course status?
CRM > Click on the name > Related > Course Participation > click on white space > General Tab > Debited (yes / no)
How do you check if the course components are completed?
Pull up participant > Click on related > Select course participant > beside participation associated view > arrow beside it > Select "My courses ADX" > Find the course you are looking for and click on white space > Click on "Related" > Click on "participant components" > Click on Participant Component Associated View > the "Complete" column tells you if the course is complete or incomplete.> click in the white space between "Component" and "Evaluation Type" > It will tell you if the course is complete or incomplete.
Does the CRC accept donation in kind like clothing or children's toys?
While appreciated, the Canadian Red Cross does not accept other gifts in kind as clothing or children’s toys. - https://redcrosssupport.zendesk.com/hc/en-ca/articles/360051492671-Does-the-Canadian-Red-Cross-Accept-Donations-of-Medical-Equipment-and-Other-Gifts-in-Kind-Like-Clothing-or-Children-s-Toys-
As you are going through the unassigned tickets, how do you start working on one?
You click on "take it".
What does ticket status "SOLVED" mean?
That the ticket is resolved but can be re-opened if needed.
How do you send a new portal invite to a customer?
Through CRM and FLOW
Check if the instructor is valid or not.
In CRM select course session > input the course number > Select the course > General Tab > Under Instructor Validated > check if it says yes or no.
Go to the article "How to Sign In to MyRC, and Access Your Profile", is this a customer-facing article or only for internal use?
Customer facing as well as internal. There is no lock after the title.
What is a macro in Zendesk Support?
It is the same as an email template. Scripts of emails that you can click on and tweak as necessary.
What does ticket status "CLOSED" mean?
That the ticket has been closed by the system and cannot be re-opened. A new ticket will be required.
How do you delete an external ID?
Through Web Authentication,> ensure that the ID you are deleting is DIFFERENT than the local username > Check the ID you want to delete and select "Delete external Identity".
Who can generate a certificate on my profile?
Show me!!! ;)