📄 ASSESSMENT:

Congratulations on completing the basic Zendesk training! To assess your understanding and ability to communicate the value of Zendesk, you are required to prepare and deliver a short presentation as detailed below.

Assessment Task

Prepare a 5-minute video (or in-person presentation) introducing the benefits of Zendesk in a modern-day workplace. Your target audience is a group of managers who are considering adopting Zendesk for their business. Visual aids (such as slides, props, or on-screen demos) are not permitted—you should rely on clear, confident speaking and practical examples to get your message across.

Your presentation must cover the following key points:

• The role of Zendesk as a customer service and support platform.
• How Zendesk improves efficiency, collaboration, and productivity for teams.
• Ways Zendesk helps businesses respond to customer needs faster and more effectively.
• Examples of real-life tasks or workflows that are simplified by Zendesk (e.g., ticket tracking, automations, reporting).
• The positive impact on customer satisfaction and experience.
• Any additional benefits or unique features you believe are important for modern organizations.

Requirements

• Maximum duration: 5 minutes.
• No visual aids—use verbal explanations, analogies, and storytelling where possible.
• Aim to keep your language clear, engaging, and relevant to business decision-makers.
• Draw on information from your recent training, as well as any personal experiences or insights.

Assessment Criteria:

Your presentation will be assessed on:

• Accuracy and depth of content.
• Clarity and persuasiveness of delivery.
• Ability to connect Zendesk features to real workplace challenges or opportunities.
• Engagement, confidence, and professionalism.

📄 ASSESSMENT:

Zendesk Training Assignment: The Role of Voice in Customer Service

Assignment Overview

Following your basic Zendesk training, this assignment challenges you to critically analyze the ongoing relevance of voice channels (e.g., phone calls, IVR systems) in modern customer service. Research and prepare a 3-5 minute video response (or written report of 500-700 words) addressing whether voice is a "dead channel" in today's digital-first landscape, with specific ties to Zendesk's capabilities.

Key Questions to Address

• Define the role of voice communication in customer service historically and today.
• Evaluate the strengths and limitations of voice compared to digital channels like chat, email, and messaging.
• Discuss factors influencing voice usage (e.g., customer demographics, query complexity, emotional support needs).
• Argue for or against voice being a "dead channel," supported by industry trends or statistics.
• Explain how Zendesk supports voice channels (e.g., Talk, integrations with telephony providers) and enhances them alongside other channels.

Requirements

• Use only free online resources or Zendesk documentation—no paid tools or proprietary data.
• Include 2-3 real-world examples (e.g., industries like healthcare or retail where voice remains vital).
• Conclude with recommendations for businesses on balancing voice with omnichannel strategies.
• Submit as a video (clear audio, no visuals beyond yourself) or formatted report with headings.

Assessment Criteria

• Depth of analysis and use of evidence (40%).
• Relevance to Zendesk features and omnichannel support (30%).
• Clarity, structure, and persuasiveness (20%).
• Originality and professional tone (10%).

📄 ASSESSMENT:

Zendesk Training Assignment: The Role of AI in Customer Service

Assignment Overview

Building on your basic Zendesk training, this assignment requires you to explore the transformative role of AI in modern customer service. Prepare a 3-5 minute video response (or written report of 500-700 words) discussing AI's current applications, benefits, challenges, and future potential, with direct connections to Zendesk's AI features.

Key Questions to Address

• Outline key AI technologies in customer service (e.g., chatbots, predictive analytics, automated routing, sentiment analysis).
• Explain how AI enhances efficiency, personalization, and scalability for support teams.
• Discuss limitations or risks of AI (e.g., handling complex queries, bias, customer trust).
• Evaluate AI's impact on human agents and job roles in the workplace.
• Highlight Zendesk-specific AI capabilities (e.g., AI agents, Answer Bot, copilots) and how they integrate with omnichannel support.
• Provide 2-3 examples from industries like healthcare, retail, or fintech where AI drives better outcomes.

Requirements

• Use only free online resources or Zendesk documentation—no paid tools or proprietary data.
• Include recent industry trends or statistics to support your points.
• Conclude with practical recommendations for businesses adopting AI in Zendesk.
• Submit as a video (clear audio, no visuals beyond yourself) or formatted report with headings.

Assessment Criteria

• Depth of analysis and evidence-based arguments (40%).
• Integration of Zendesk AI features and real-world relevance (30%).
• Clarity, logical structure, and engagement (20%).
• Original insights and professional presentation (10%).

📄 ASSESSMENT:

Zendesk Training Assignment: Workforce Management and Quality Assurance in Customer Service

Assignment Overview

This assignment builds on your basic Zendesk training by examining the critical role of workforce management (WFM) and quality assurance (QA) in delivering exceptional customer service. Prepare a 3-5 minute video response (or written report of 500-700 words) explaining their importance, key practices, and integration with Zendesk tools.

Key Questions to Address

• Define workforce management (e.g., forecasting, scheduling, real-time adherence) and its impact on service levels, agent utilization, and cost efficiency.
• Explain quality assurance processes (e.g., call monitoring, ticket audits, coaching, scorecards) and how they drive continuous improvement.
• Discuss challenges like agent burnout, peak demand handling, and inconsistent service quality, with WFM/QA solutions.
• Highlight Zendesk's WFM and QA features (e.g., Explore for reporting, scheduling integrations, QA scorecards, agent performance dashboards).
• Provide 2-3 examples from industries like healthcare or retail where effective WFM/QA leads to better outcomes.
• Conclude with recommendations for implementing WFM/QA in Zendesk environments.

Requirements

• Use only free online resources or Zendesk documentation—no paid tools or proprietary data.
• Include industry trends or basic metrics (e.g., service level targets, QA compliance rates).
• Submit as a video (clear audio, no visuals beyond yourself) or formatted report with headings.

Assessment Criteria

• Depth of analysis on WFM/QA concepts and evidence (40%).
• Connection to Zendesk capabilities and practical application (30%).
• Clarity, structure, and persuasive delivery (20%).
• Originality and professional tone (10%).

📄 ASSESSMENT:

Zendesk Training Assignment: Video Recreation and Explanation

Assignment Overview

Select one video from the official Zendesk YouTube training playlist provided by your trainer (see the playlist link shared above). Your task is to recreate the chosen video presentation in your own style, delivering a clear and accurate explanation of the content. After your recreation, you must explain why the topic covered in the video is important for customer service teams and modern workplaces.

Assignment Details

• Choose one video from the Zendesk training YouTube playlist (e.g., "How to use Zendesk for customer support," "Introduction to Guide," "Zendesk Talk Overview").
• Watch the full video carefully to understand the key messages and demonstrations.
• Record a 5-minute video presenting the content in your own words without reading directly from a script.
• Explain what the video topic is about and why it is valuable for teams managing customer relationships or support processes.
• Highlight how mastering this feature or concept benefits workplace efficiency, customer satisfaction, or overall business success.
• Demonstrate your knowledge gained from the recent Zendesk training and supplement with examples or relevant experiences if possible.
• Submission can be recorded as a video or presented in-person as agreed.

Assessment Criteria

• Accuracy and completeness in recreating the video content (40%).
• Clarity, engagement, and professional delivery (30%).
• Insightfulness in explaining the importance of the topic (20%).
• Use of examples or personal input to enhance the presentation (10%).

📄 ASSESSMENT:

Zendesk Training Assignment: Preparing and Pitching a Fully Built Zendesk Instance

Assignment Overview

For this assignment, you will take on the role of a Zendesk consultant tasked with designing and pitching a fully built Zendesk instance tailored to a specific business scenario or industry of your choice. Your goal is to present a comprehensive solution that demonstrates your understanding of how Zendesk can solve real-world customer service challenges.

Assignment Details

• Choose an industry or business case (e.g., retail, healthcare, fintech, or a small-to-medium enterprise).
• Build a detailed outline or demo of a Zendesk instance that includes key components:
  • Zendesk Support setup (ticketing workflows, custom fields, and automations)
  • Zendesk Guide for self-service knowledge base
  • AI-powered tools such as Answer Bot or AI agent configurations
  • Reporting and analytics configured via Zendesk Explore for insights
  • Prepare a 15 minute pitch/presentation (video or live) showcasing your Zendesk instance.
• Highlight how your configuration addresses the business’s customer experience goals, operational efficiencies, and scalability.
• Include explanations of why you chose specific Zendesk features and how they benefit the business.
• Demonstrate an understanding of business priorities such as customer satisfaction, agent productivity, and ROI.
• Use examples, scenarios, or metrics to strengthen your pitch.

CORE REQUIREMENTS

1. Preparation & Authenticity

Do: Prepare thoroughly and practice multiple times before presenting
Do: Speak naturally from genuine understanding—don't read scripts
Do: Test your setup completely before presenting (network, audio, video quality)
Don't: Claim features or configurations you haven't actually built
Don't: Make inaccurate claims about how Zendesk features work

Why It Matters: Evaluators can immediately detect dishonesty and scripted delivery. Authenticity signals competency and reliability.

2. Comprehensive Coverage

Must Include:

• Help Center (customer self-service)
• AI Bot/Chatbot functionality
• Ticket submission and creation process for both email and live chat
• Agent interface and ticket management
• Macros (pre-written responses)
• Views (ticket organization and filtering)
• Automations and triggers (configured correctly per implementation guide)
• SLAs (Service Level Agreements)
• Reporting/Analytics (Dashboard and Explorer)
• Side conversations

Common Gaps to Avoid:

• Incomplete agent interface demonstration
• Missing ticket field configurations
• Not showing both customer and agent perspectives
• Skipping reporting/analytics entirely
• Not demonstrating dynamic forms or field transitions

Why It Matters: Evaluators need to see you understand the full customer and agent journey. Incomplete demos suggest limited understanding of the platform

3. Accurate Configuration

Do: Test all features before presenting (e.g., bot responses, macro functionality)
Don't: Configure elements that contradict the implementation guide
Don't: Set up illogical field requirements (e.g., not asking for policy number when needed)
Don't: Make claims about features that don't actually work as described
 

Why It Matters: Correct configuration proves you understand how Zendesk works, not just what it is.

4. Presentation & Pacing

Duration:

Target: 12-15 minutes
Acceptable: Up to 20 minutes if every second adds value
Avoid: Rushing through content or excessive time on non-essential features
 

Navigation:

Do: Move deliberately through the interface
Do: Pause to explain what you're doing before clicking
Do: Use clear, organized transitions between sections
Don't: Click through multiple tabs/buttons simultaneously (creates confusion)
Don't: Jump around erratically or leave viewers disoriented
Don't: Include long periods of silence or searching for features
 

Language:

Do: Use clear, professional language
Do: Explain why features matter (e.g., "This reduces ticket volume by allowing self-service")
Do: Speak conversationally, not robotically
Don't: Read word-for-word from notes
Don't: Use jargon without explanation
Don't: Sound uncertain or hesitant about core concepts

Why It Matters: Presentation style reveals confidence, organization, and ability to communicate technical concepts to non-technical stakeholders.

5. Demonstrate Understanding Beyond Features

Do: Explain the business value of each feature (e.g., how macros improve efficiency)
Do: Show how features work together as an integrated system
Do: Create realistic scenarios (actual customer journeys, not test data)
Do: Demonstrate engagement with the implementation guide and requirements
Do: Show problem-solving approach (e.g., how dynamic forms personalize experience)
Don't: Just show features without explaining why they matter
Don't: Create fake/test tickets labeled "test" or "demo"
Don't: Ignore the broader customer experience story

Why It Matters: Technical competency matters, but understanding business impact separates good candidates from great ones.

RECOMMENDED DEMO STRUCTURE

Opening

Brief introduction and role
Overview of what you'll demonstrate
Business context (e.g., "This Zendesk instance supports funeral insurance claims")

Customer Journey (4-5 minutes)

Help Center walkthrough
AI Bot interaction
Ticket submission process
Show how customer receives confirmation

Agent Experience (4-5 minutes)

Ticket assignment and views
Macro usage
Ticket status updates
Side conversations/collaboration

Admin & Automation (2-3 minutes)

Triggers and automations
SLAs
Ticket fields and dynamic forms

Reporting & Analytics (2-3 minutes)

Dashboard/Explorer
Key metrics and insights

Closing (30 seconds)

Request access to the CX Experts Implementation Guide by sending an email to support@cxexperts.co.za. Use this guide to add some customisation to your instance for extra brownie points. We recommend that you request this access by sending a separate email to support@cxexperts.co.za and make use of it for your assessment.

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(Note: The Template the article speaks about a template that can be duplicated and populated with your own dummy information)