Credential type: course assessment · verified on the issuer's site September 19, 2026 issuer page
Exam Domains
1 Zendesk AI Foundations (AI agents, intelligent triage, intent/sentiment detection)
25%
2 Bot Building and Conversation Design (flow builder, answer bot, escalation paths)
30%
3 AI-Powered Triage and Routing (intelligent triage, skills-based routing, AI suggestions)
20%
4 Reporting AI Performance (bot metrics, deflection rate, CSAT for AI interactions)
15%
5 Advanced AI Features (Copilot, AI for agents, knowledge base optimisation)
10%