Freshdesk Agent Fundamentals Course

SLA = service level agreement (timp de raspuns)

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A customer, Helen, usually contacts you using via her work email ([email protected]). Recently, she has
taken to using her personal email ([email protected]) to contact you. How can you make sure that
any agent working on her recent tickets sent via personal email are able to see her old tickets raised
through her work email to get the context they need?

Your answer

Merge Helen’s contact details so that there can be one contact for her with both emails associated with
it

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When you click on the export button on the ticket list page, which of the following items can be
exported?

Your answer

All the above

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Dashboards can be customised by agents.

Your answer
False. Agents can only view the dashboard according to filters preset by the admin

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Which of the following properties of spam tickets is false?

Your answer

You cannot bulk select tickets and mark them spam

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True or False: You can have more than one email address associated with a single contact.

Your answer

True

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When you search for a particular term in Freshdesk, it will check if it is:

Your answer

All of the above

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Acme Commerce has a lot of VIP customers writing in with issues. Those tickets are tagged as ‘VIP’
automatically by Freshdesk. Everyday, as soon as you come in, you want to first work on the tickets
assigned to you that have the VIP tag. How can you set it up in Freshdesk?

Your answer

Sort the ticket list view by tags

Correct answer

Filter the tickets that are assigned to you that are tagged as VIP and save it as a custom view so you can
access it everyday

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Which of the following tickets will be seen in the "My Open and Pending Tickets" default view?

Your answer

Tickets assigned to you that have the 'open' or 'pending' statuses

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A private note added on a ticket can be seen by:

Your answer

Only the agent(s) notified in the private note

Correct answer

Any agent who has access to the ticket

Keyboard shortcuts make tasks like working with tickets easier. How can you enable keyboard shortcuts
in your account?

Your answer

Click on your profile icon and enable the keyboard shortcut option

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Your company is taking on a new client and you are responsible for coordinating the following tasks that
need to be done by different teams:

market research

background check

legal overview

processing the purchase order

Each of these tasks needs to be performed by different teams. How can this best be achieved?

Your answer

Create a parent ticket for all the tasks and assign it to yourself. Split each task into a child ticket and
assign it to the appropriate team. Once each team completes their task, they will resolve the child ticket
assigned to them. Once all child tickets are resolved, you can resolve the parent ticket

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Which of the following items cannot be customized under your profile?

Time zone

Correct answer

Email

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Which of these ticket properties shows the channel through which the ticket was created?

Your answer

Ticket source

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How can contacts be filtered?

Your answer

By created date, company associated, tags

Correct answer

By created date, company associated, tags, time zone

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You are tasked with creating a support document for a discount offer available to limited customers.
Once you write and publish it, how will you make sure that it is not visible to customers who cannot avail
the offer?

Your answer

Put the article in a folder visible only to those who can avail the offer

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Paul is a support agent at Lime IT. He receives a ticket which requires the assistance of Elena from the
Engineering team. But Elena is not a part of Freshdesk. What is the best way to discuss the ticket within
Freshdesk?

Your answer

Collaborate with Elena using Freshconnect (Discuss button)

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Which of the following happens when you merge two tickets?

Your answer

The secondary ticket is closed

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By default, you can see a ticket’s priority, status, and the assigned agent or group in the ticket list page.
But you want to be able to view other properties that will help you decide which ticket you need to work
on first, such as the response and resolution due time. How can you customize the view to include these
properties?

Your answer

In the ticket list page, choose 'table view' as your layout and click on the edit button (next to the priority
field) to add fields

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Which of the following does a Service Level Agreement (SLA) calculate? Choose all that apply.

Your answer

Resolution due time, Time spent on a ticket, First response due time

Correct answer

Resolution due time, First response due time

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What is the "Source" of the ticket shown in this image?

Your answer

Email

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A lot of your customers are writing in about your website being down. Your website team is working on
fixing the issue but you want to make sure regular updates are passed along to everybody who
complained. What is the best way to manage this situation?

Your answer

Link all website issue related tickets to a tracker ticket and assign it to the website team

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True or False: One contact can belong to multiple companies.

Your answer

False

Correct answer

True

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When you CC the email address "kbase@<yourcompanyname>.freshdesk.com" in your ticket replies, an

Your answer

A published article

Correct answer

A draft article
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Can an agent customise his/her helpdesk notifications (bell icon) and choose what activities they want to
be notified about?

Your answer

Yes. Agents can customize it

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Your admin has set up integrations with a calendar app and a CRM app. You will be able to set up
meetings and know more information about your customers using these integrations. Where in the
ticket will you be able to see these and any other ticket integrations your admin has enabled?

Your answer

Under 'Contact details', on the right side of ticket details page

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What are the metrics that you can see in your dashboard?

Your answer

All of the above

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Martha is a content writer at Acme Inc and she regularly writes and publishes solutions articles using
Freshdesk. Customers can visit acme.freshdesk.com and see the solution articles relevant to the
problems they face. Which of Martha’s articles will the customers be able to see?

Your answer

Articles published by Martha

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When you send an outgoing email by clicking on New > Email, will it be converted into a ticket?

Your answer

You can choose whether it needs to be converted to a ticket or not

Correct answer

Yes, it is converted into a ticket with 'outbound email' as the source

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The SLA timer operates based on which of the following properties?

Your answer

Priority

Correct answer

Status

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By clicking the “New” button next to the profile picture, an agent can:

Your answer

All of the above

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Amy wants to announce a feature update in the product to her customers via Freshdesk forums. She
wants to ensure that it remains on top of the ‘Announcement’ topic so that customers can see it first.
How can she go about this?

Your answer

Mark the topic as a Sticky topic

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As an agent, can I be added to multiple agent groups in Freshdesk?

Your answer

Yes, but only if all the groups you are a part of have the same business hours

Correct answer

Yes

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How can you change the email address of an existing contact in Freshdesk and ensure all the old and
new tickets are mapped to the same contact?
Your answer

Edit the contact and add the new email address as a secondary email address. Then change the new
email address to be the primary email address. Then, you can choose to delete the secondary (old) email
address

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You have a solution article that details the return policy for the various items you sell. You want to make
sure that no detail is lost while replying to tickets about your return policy and you also want to reduce
the number of tickets about the policy itself. How will you go about it?

Your answer

Insert the return policy article to your ticket reply thereby making customers aware of your knowledge
base

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Jeff is an agent of Acme IT Solutions who wants to charge his clients based on the time he spends on an
issue. What is the best way to keep track of the time spent on a ticket in Freshdesk?

Your answer

Using the Time Logs option on the ticket details page

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Where can agents edit the ticket description? Choose all that apply.
Your answer

You cannot edit the description

Correct answer

Ticket details page > More > Edit ticket details, Ticket description box > Edit

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Agents: Groups :: ______ : Companies in Freshdesk

Your answer

Admins

Correct answer

Contacts

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What are the four default statuses of a ticket?

Your answer

Open, pending, resolved, closed

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The ‘Customer Journey’ feature in Freshdesk saves time by providing more context about the customer
inside the ticket. It prevents unnecessary back and forth conversation between the agent and the
customer. How does it achieve this?
Your answer

It shows the customer's past tickets

Correct answer

It shows the last 5 solution articles a customer has read

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In which of the following formats can you export Freshdesk tickets? Choose all that apply.

Your answer

CSV, XLS

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Your ticket search results can be filtered based on:

Your answer

All of the above

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As an agent, how can you improve your Arcade leaderboard score?

Your answer
All the above

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In what ways can tickets in the ticket-list page be sorted?

Your answer

Last modified, date created, due by time, priority, status

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Jack is your main point of contact from ABC Corp and he wants to be able to see all the tickets raised by
anybody from ABC Corp. How will you set this up?

Your answer

Edit Jack’s contact details and choose the "View all tickets from the same company" option

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Which of the following changes can be performed using the 'Bulk Action' option in the ticket list page?

Your answer

All of the above

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Meghan is an agent in Acme Commerce who really wants to become a ‘Sharpshooter’ and see her name
on the Arcade leaderboard that month. What does she need to do in order to achieve her goal?

Your answer

All of the above

Correct answer

Resolve the highest number of tickets with just one interaction (First call resolution) that month

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You are a part of Bykle, an NGO which conducts bike races every year to support the underprivileged. A
lot of people who are interested in participating in a race reach out to you over support and you need to
collect details like their name, age, blood group, and medical history, to name a few.

What is the best way to collect this information in Freshdesk

Your answer

Use canned forms

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You merge one contact with a verified email address with another contact that has an unverified email
address. You choose the contact with the unverified email address as the primary contact. Which of the
following happens?

Your answer

It creates a single verified contact

It creates a single unverified contact

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One of your customers, Tim, has sent two emails about an item that he needs replaced. The first one
requesting a replacement and the second one stating his preference for the new item. Both the tickets
are assigned to you. How will you handle these emails?

Your answer

Merge both the tickets and send a reply through the primary ticket

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After you reply to a ticket about a return request, you change the ticket type to ‘request’, change the
ticket priority to ‘Medium’, and update the status to ‘resolved’ every time. How can you automate this
process and save time?

Your answer

Create a Scenario Automation rule that can change the type, priority, and status with one click