Creating quizzes in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">Use Zendesk QA quizzes to assess and improve your support team’s skills and knowledge, and to help onboard new team members. You can create customized quizzes for specific workspaces.</p>
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<p id="docs-ai-summary-content">You can create multiple-choice quizzes to assess support skills, onboard new team members, and target specific workspaces. Add text or images to questions, mark one or more correct answers, duplicate quizzes to make changes, and save drafts before publishing. After publishing, you can’t edit a quiz, but you can delete it and track results on the leaderboard.</p>
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<p class="p">Use Zendesk QA quizzes to assess and improve your support team’s skills and knowledge, and to
help onboard new team members. You can create customized quizzes for specific workspaces. </p>
<p class="p">After sharing a quiz with your agents, you can view and monitor quiz results on a
leaderboard. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9612021517978" target="_blank">Viewing and managing quizzes</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_oqh_hrv_qdc">
<li class="li"><a class="xref" href="#topic_xw2_zwb_jgc">Creating quizzes</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_zh2_ywb_jgc">Duplicating quizzes</a></li>
<li class="li"><a class="xref" href="#topic_xnv_ccq_jgc">Editing draft quizzes</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_xw2_zwb_jgc">
<h2 class="title topictitle2" id="ariaid-title2">Creating quizzes</h2>
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<p class="p">Admins, workspace managers, and leads can create quizzes. All quizzes
are multiple choice. </p>
<p class="p">Quizzes are specific to workspaces. Any team member in the workspace can take the quiz, but
users can take each quiz only once. They can’t take the same quiz again in another
workspace. A quiz made available to “all workspaces” isn’t available to workspaces created
after the quiz is published. </p>
<p class="p">Quiz questions can include text and images, but answers are text only. A question can have
more than one correct answer, in which case the participant must select all of them to be
marked correct. </p>
<p class="p">After a quiz is published, it can’t be modified. However, it can be deleted. Admins and
workspace managers can delete any published quiz. Workspace managers and leads can delete a
published quiz only if they created it. </p>
<div class="p">
<strong class="ph b">To create a quiz</strong><ol class="ol" id="topic_xw2_zwb_jgc__ol_sk4_wqc_jgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <img class="image" id="topic_xw2_zwb_jgc__d8e67" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_coaching_icon.png" width="22">
<strong class="ph b">Coaching</strong> in the sidebar.</span></li>
<li class="li"><span class="ph">Click <strong class="ph b">Quizzes</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">+ Quiz</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Quiz title</strong> and, optionally, a <strong class="ph b">Description</strong>.</li>
<li class="li" dir="ltr">Under <strong class="ph b">Quiz access</strong>, select one or more workspaces you want the quiz to
be available in.</li>
<li class="li" dir="ltr">Enter the text of the first question.</li>
<li class="li" dir="ltr">(Optional) If you want to include an image in the question, click the image
icon (<img class="image" height="18" id="topic_xw2_zwb_jgc__image_tk4_wqc_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_quiz_question_image_icon.png" width="18">) to add an image in PNG, GIF, WEBP, or
JPG format.</li>
<li class="li" dir="ltr">Under <strong class="ph b">Options</strong>, add each of the potential answers and click the
checkbox next to the answers that are correct.</li>
<li class="li" dir="ltr">To add another question, click <strong class="ph b">Add question</strong>, or click the duplicate
question icon (<img class="image" height="22" id="topic_xw2_zwb_jgc__image_uk4_wqc_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_quiz_question_duplicate_icon.png" width="22">) on a previous question to use a copy
of it as a starting point.</li>
<li class="li" dir="ltr">To make changes to a question, perform one of the following actions:<ul class="ul" id="topic_xw2_zwb_jgc__ul_oh3_krc_jgc">
<li class="li">To reposition a question within the quiz, click the up (<img class="image" height="22" id="topic_xw2_zwb_jgc__image_xtl_krc_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_quiz_question_up_icon.png" width="22">) or down icon (<img class="image" height="22" id="topic_xw2_zwb_jgc__image_ytl_krc_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_quiz_question_down_icon.png" width="22">).</li>
<li class="li">To remove a question, click the remove icon (<img class="image" height="22" id="topic_xw2_zwb_jgc__image_ztl_krc_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_quiz_question_remove_icon.png" width="22">).</li>
<li class="li">To reposition an option within a question, use the grabber icon (<img class="image" height="22" id="topic_xw2_zwb_jgc__image_a5l_krc_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_quiz_question_grabber_icon.png" width="22">) to manually reorder the
options.</li>
<li class="li">To remove an option within a question, click the delete icon (x) next to the
option you want to remove.</li>
</ul>
</li>
<li class="li" dir="ltr">Click <strong class="ph b">Preview</strong> to preview your quiz.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save as draft</strong> to save it without publishing or click
<strong class="ph b">Publish</strong> to share the quiz with your team.<p class="p">When you save as a draft, you can
<a class="xref" href="#topic_xnv_ccq_jgc">edit and publish your draft
quiz</a> later. Once you publish a quiz, you can’t modify it. Draft quizzes and
published active quizzes are available on the Quizzes page. </p>
<p class="p"><img class="image" id="topic_xw2_zwb_jgc__image_ts4_nsc_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_quizzes.png" width="600"></p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zh2_ywb_jgc">
<h2 class="title topictitle2" id="ariaid-title3">Duplicating quizzes</h2>
<div class="body">
<p class="p">You can’t update a quiz after it’s been published and shared. This includes changing which
workspaces it’s available in. If you need to make changes to a quiz, create a duplicate and
modify it. </p>
<p class="p"><strong class="ph b" id="topic_zh2_ywb_jgc__docs-internal-guid-6ba0ee5e-7fff-faf4-db7d-fc3817ec70b4">To duplicate a quiz</strong></p>
<div class="p">
<ol class="ol" id="topic_zh2_ywb_jgc__ol_lj5_xsc_jgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <img class="image" id="topic_zh2_ywb_jgc__d8e67" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_coaching_icon.png" width="22">
<strong class="ph b">Coaching</strong> in the sidebar.</span></li>
<li class="li"><span class="ph">Click <strong class="ph b">Quizzes</strong>.</span></li>
<li class="li" dir="ltr">Click the options menu icon (<img class="image" height="9" id="topic_zh2_ywb_jgc__image_mj5_xsc_jgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="18">) next to the quiz you want to
duplicate, then select <strong class="ph b">Duplicate</strong>.<p class="p">A copy of the quiz appears.</p>
</li>
<li class="li" dir="ltr">Modify the copy, then click <strong class="ph b">Preview</strong> to preview the quiz.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save as draft</strong> to save it without publishing or click
<strong class="ph b">Publish</strong> to share the quiz with your team.<p class="p">The quiz is available under
<strong class="ph b">Coaching &gt; Quizzes</strong>.</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_xnv_ccq_jgc">
<h2 class="title topictitle2" id="ariaid-title4">Editing a draft quiz</h2>
<div class="body">
<p class="p">If you have saved a quiz as a draft, you can edit it. You cannot edit quizzes that are
published and active.</p>
<p class="p"><strong class="ph b">To edit a draft quiz</strong></p>
<div class="p">
<ol class="ol" id="topic_xnv_ccq_jgc__ol_zrn_gcq_jgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <img class="image" id="topic_xnv_ccq_jgc__d8e67" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_coaching_icon.png" width="22">
<strong class="ph b">Coaching</strong> in the sidebar.</span></li>
<li class="li"><span class="ph">Click <strong class="ph b">Quizzes</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Draft</strong> tab at the top of the quizzes list.</li>
<li class="li">Make changes as needed.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Preview</strong> to preview your quiz.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save as draft</strong> to save it without publishing or click
<strong class="ph b">Publish</strong> to share the quiz with your team.<p class="p">Remember that once you publish a
quiz, you can’t modify it.</p>
</li>
</ol>
</div>
</div>
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