Preview Questions Customer Support Specialist | Role Specific Skill

Question 1: Which of the following in Zendesk can be used to provide agents with an overview of unresolved customer queries and response times?

Which action should you take?

Choose only one option

Agent Dashboard

Reports

SLAs

Ticket Dashboard

Question 2: What is the best method for active listening when customers have expressed dissatisfaction with a recently launched ad campaign?

Which action should you take?

Choose only one option

Acknowledge their concerns, summarize what they've shared, and offer solutions based on their specific complaints

Provide a general statement about how ad campaigns are designed and leave it at that

Ignore their emotions and proceed to explain why the campaign is effective

Focus only on the facts of the campaign and disregard their emotional response

Question 3: Which helpdesk feature in ServiceNow allows the support team to track the status of multiple incidents at once?

Which action should you take?

Choose only one option

Activity Stream

Service Portal

Knowledge Management

Incident Dashboard

Question 4: How would you communicate a technical issue to a non-technical customer without overwhelming them?

Which action should you take?

Choose only one option

Offer a detailed manual to troubleshoot on their own

Skip the technical details and assure them that everything is being handled

Use jargon-heavy technical explanations

Provide a simple, step-by-step explanation with examples

Question 5: A customer is upset over a product feature that doesn't work as expected. How do you approach this situation with empathy?

Which action should you take?

Choose only one option

Apologize for the inconvenience, actively listen to their issue, and explain what actions are being taken

Dismiss their concerns by stating that other customers have similar issues

Ask them to wait until the feature is fixed without addressing their concerns

Ignore the complaint and focus on trying to sell them an alternative product

Question 6: An issue arises where ads are not being displayed on mobile devices. What is the most likely cause?

Which action should you take?

Choose only one option

The ad content is too large for mobile screens

The ad server is not optimized for mobile platforms

The ad's CSS is not mobile-responsive

The network connection is weak