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WorksheetsZendesk: New Agent Workspace
Total questions: 10
Worksheet time: 5mins
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
