Certification: Zendesk Omnichannel Agent Specialist Exam

If you’ve mastered customer service through multiple channels using Zendesk Agent Workspace, it’s time to validate your skill set by becoming a Certified Zendesk Omnichannel Agent Specialist.

Be recognized for your in-depth knowledge of Zendesk and earn your employer’s trust as the go-to agent on your team for Zendesk. The official recognition of a Zendesk Certification will raise your profile and career growth opportunities; whether your goal is to take on new responsibilities, increase your earning potential, or create something of your own. 

Qualifications

Zendesk Certified Agents possess the skills and knowledge necessary to respond to incoming customer requests from multiple channels using the Zendesk Agent Workspace. They have hands-on experience with each Zendesk customer service solution (Email Support, Messaging, and Talk). At a minimum, it’s recommended that the candidate has: 

• Successfully completed the Omnichannel Agent Learning Path 
• Successfully passed the Omnichannel Agent Learning Path Quiz

Format

• Format: 30 multiple choice questions 
• Time allotted: 45 minutes 
• Passing Score: 65% 
• Exam Fee: $199 USD
• Delivery Options: Online in a proctored environment 
• Prerequisites: None required 
• Available Languages: English

Ready to get certified?

Online Training

Fill potential learning gaps by taking our Omnichannel Agent Learning Path

Certification Prep Path

Review the Exam guide and take a practice exam in the Agent Certification Preparation Path

Attend a live session

Work with Zendesk Experts to take a closer look at the more challenging topics, question formats, and methodology so you can boost your score on the exam.

Schedule your exam 

Click "Get Certified" at the top of this page to complete your purchase and then proceed to our external proctoring system (Examity) to complete your student profile information and schedule your exam date & time.

PLEASE NOTE:  Fees paid for Zendesk certification exams are non-refundable. Please read through the program handbook before you register for your exam  

Re-certification

You’ve proven that you’ve got what it takes to become certified and now it’s time to maintain your certification. Recertification will keep your Agent skills sharp and ensure you’re up-to-speed on any product changes or enhancements since you last certified. 

• Step 1- Review the Exam guide to re-familiarize yourself with the exam topics 
• Step 2- Take our Practice Exam
• Step 3- Schedule your exam; Register at the top of this page and then proceed to Examity to schedule your proctored exam. 

Resources

Zendesk Certification Program Handbook 

Use this handbook to familiarize yourself with our portfolio of exams, the vendors we partner with, our testing process, and the policies and guidelines we expect our test takers to follow.

Zendesk Certification Program Participation Agreement 

Review our Participation Agreement here.

Support

Certified Community on LinkedIn 

Whether you're an aspiring certification candidate or certified veteran, joining our certified community on LinkedIn will expose you to new contacts, study buddies, and perhaps even your next job! Join our LinkedIn Group. 

Contact Zendesk Certification Program Support 

If you need to reach the Zendesk Certification team, send us an email and we'll get back to you ASAP! Contact us at certification@zendesk.com 

Contact Examity Online Proctoring Support 

If you are having trouble scheduling an exam or connecting with your exam proctor, or if you get disconnected during your exam, please contact our testing provider using one of the following methods:  

Webform

United States: +1 855-392-6489

England: +44 800 086 8080

Ireland: +353 1800 832 210 

Australia: +61 2 8520 3169 

India: +91 000 80091 91077