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WorksheetsCustomer Success Day - Johannesburg
Total questions: 15
Worksheet time: 8mins
Which of the following is the most recently released product of Freshworks?
Freshrelease
Freshsuccess
Freshmarketer
Freshsales
Can you make solution articles visible only for a segment of your customers (like, your premium subscribers)?
No, that's not possible
Yes, by restricting visibility to certain requesters
Yes, by restricting visibility to certain companies
Your business hours are between 9 am to 4 pm. Your first response SLA is 3 hours.
A ticket comes in at 3 pm. When does it become response due?
At 11 am the next day, if SLA is business hours
At 6 pm the same day, if SLA is calendar hours
Always at 4 pm
Always at end of the day (00:00 hours)
Which Freshworks product combines Conversion Rate Optimization & Marketing Automation Together?
Freshsales
Freshmarketer
Freshdesk
Freshstatus
How do you organize tickets in Freshdesk, without having to filter them every day?
By creating custom ticket views
By using default ticket views
By creating a dashboard widget
How can an agent monitor a ticket he is not assigned to? (Select all the right answers)
Click on the Star icon on the ticket details page
Ask the admin to be added an follower of the ticket
Bookmark the ticket
Use the shortcut W, to be added as a Watcher.
Which of the following chat channels is supported by Freshchat?
Facebook Messenger
Apple Business Chat
All of the above
Where do I find the agent API key?
Admin panel
Profile settings
Dashboard
Audit Log
In what order does round robin feature assign tickets to agents?
Alphabetical order (Agent names)
Order in which agents have been added to the group
Randomised
Which of the following products can you use to send outbound email campaigns?
Freshsales
Freshdesk
Freshmarketer
All of the above
Freshdesk/Freshservice reporting is based on timezone of
Helpdesk
Agent
Supervisor
Admin
Which of the following applications does Freshdesk/Freshservice integrate with?
Office 365
Slack
Teamviewer
All of the above
Audit Logs also captures agent creation & deletion. True or False?
True
False
Tags can be used for
Tickets
Requesters
Articles
All of the above
Sometimes you’ve got impatient customers writing to you multiple times about the same issue, these can also be from different sources. How would you handle this efficiently?
Linked Tickets
Merge Tickets
Split Tickets
Parent Child Ticketing
