Creating and managing quizzes

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

Zendesk QA quizzes help you assess and improve the knowledge and skills of your support team. You can create custom quizzes, share them with your agents, and monitor performance via a leaderboard.

This article contains the following sections:

• Creating quizzes
• Checking quiz results
• Using a quiz leaderboard
• Managing quizzes
• Exporting quizzes

Creating quizzes

Quizzes are workspace-specific, so you can choose to create a quiz in one or more workspaces.

Note that after a quiz has been published and shared in a workspace, you can't change the workspace it belongs to. However, you can create a duplicate of the quiz you need to modify and then change the parts you need.

Note: Quizzes can be created only by workspace managers, leads, or higher roles.

To create a quiz

1. Navigate to the Coaching section, then select Quizzes.
2. Click +quiz.
3. Add a Quiz title. 
4. Optionally, add a description.
5. Select the workspace or workspace to which you want the quiz to belong to.
6. Add a Question and and possible answers. 
7. Select the checkbox for the correct answer.
8. Click Add question to continue adding questions.
9. Optionally, preview your quiz or save it as a draft.
10. Click Publish to share the quiz with your team.
    

Checking quiz results

You can check the results of a quiz after your team responds. Each member of your team can respond to a quiz only once; it cannot be retaken.

To check quiz results

1. Navigate to the Coaching section, then select Quizzes.
2. Click a quiz to see your team's responses.
3. View the quiz overview to see the most common answers and drill down to see the answers of each individual agent. Responses can be filtered by workspace and its members.
   

Using a quiz leaderboard

A quiz leaderboard displays your team members' scores in descending order and how many quizzes they have taken.

You can filter a quiz leaderboard by workspaces and can only view quiz leaderboards for workspaces that you're a member of. 

Additionally, you can search for a team member to see their score and sort by score, name, or the number of quizzes taken.

Managing quizzes

Admins and account managers can access quiz drafts created by others. This allows you to edit, delete, or publish others' quizzes. You can also delete or archive quizzes created by others.

Archive quizzes instead of deleting them means that your team members can’t take the quiz anymore. You can still see the responses and republish the quiz if needed.

Exporting quizzes

You can export quizzes and a list of your quizzes in CSV format.

To export the list of quizzes or a quiz

1. Navigate to the Coaching section, then select Quizzes.
2. Click the download icon to export the list of quizzes.
3. To export a quiz, click the quiz.
4. Select the quiz options menu (three dots), then select Export.