- Welcome
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Welcome
- What you already know
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What you already know
- Agent interface navigation
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Overview: agent interface navigation
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Key elements of the agent interface (EO 1.1)
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Key elements of the ticket interface (EO 1.2)
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Customer and organization information (EO 1.3)
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Standard views (EO 1.4)
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Section one summary
- Ticket basics
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Overview: ticket basics
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Update ticket fields (EO 2.1)
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Update the ticket status (EO 2.2)
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Public reply vs internal note (EO 2.3)
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Use a macro (EO 2.4)
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Manage a ticket (EO 2.5)
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Demo: merging a ticket
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Section two summary
- Manage omnichannel tickets
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Overview: manage omnichannel tickets
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Switch channels to reply to customers (EO 3.1)
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Agent status for live channels (EO 3.2)
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Steps within a live channel workflow (EO 3.3)
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Demo: steps within a live channel workflow
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Section three summary
- Additional tools
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Overview: additional tools
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Link an article to a customer (EO 4.1)
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Demo: linking an article to a customer
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Flag mistakes and corrections in an article (EO 4.2)
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Identify external data or integrated apps (EO 4.3)
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Section four summary
- Wrap up
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Course summary
On-Demand: Omnichannel Agent Certification Preparation Course
This course will help you prepare for the Zendesk Omnichannel Agent Certification Exam
Video (8 min)
Reading (51 min)
Description
This course is designed to help you prepare for the Zendesk Omnichannel Agent Certification Exam. A variety of questions, scenarios, and troubleshooting exercises that align with Exam Objectives (EOs) will help you practice your skills, recall information, and identify areas for further study. You will analyze the different areas of the Zendesk agent- and ticket interface, illustrate a holistic ticket workflow, practice omnichannel workflow steps and identify how to work with external data in tickets.
Course topics
- agent interface navigation
- ticket basics
- manage omnichannel tickets
- additional tools
Audience
This course is relevant to Support agents who:
- are preparing for the Zendesk Omnichannel Agent Certification Exam
- 3+ months of experience with Zendesk Support
- have taken the Omnichannel Agent Learning Path or had private agent training
- may have taken a Certification Prep and Practice Workshop and/or various product feature tutorials
Recommended prerequisites
Omnichannel Agent Learning Path
Instructional Designer