ZENDESK SUPPORT ADMIN CERTIFICATION
2026 UPDATED EXAM PREP QUESTIONS AND
ANSWERS
◉ When should you add multiple users vs adding each one
individually? Answer: a single license type must be used, and then
you can choose profile & role. Their email is automatically their
username
◉ What 3 objects can be used to create campaign members?
Answer: contacts, leads, person accounts
◉ Who appears in the Last Modified field after a workflow rule field
update rule is triggered? Answer: the user that triggered the action.
Workflow follows the user actions. If the user is authorized to
perform the action he will be the user recorded for the automated
actions done by workflow.
◉ What is true regarding universally required fields? Answer:
they're automatically added to all page layouts, they can't be hidden,
and they be text, number & picklists
◉ Who can a user share a view with? Answer: if they have the
"manage public list views" permission, they can share it with all
,users, certain public groups & roles. If they don't they can only share
with themselves
◉ What are types of standard validation? Answer: required fields,
unique fields, data type
◉ What are cross-object workflows? When are they possible?
Answer: an action where a change to a detail record updates a field
on the related master record. Cross-object field updates work for all
custom to custom, some custom to standard, and a few standard to
standard (case comment -> case, opp product -> opp, opp ->
account)
◉ What feature lets an opp team share a total sale? Answer: opp
collaboration
◉ Who can CRUD a knowledge article? Answer: any user license and
read articles, but a knowledge user license & manage articles
permission is required to CRUD
◉ What can be triggered in the final approval process? Answer:
same as workflow rule, email alert, task notification, field updates,
outbound messages
,◉ What is true about SF communities? Answer: - SF communities
replace portals and existing portals are (a) unaffected (b)
automatically upgraded. - new customers can choose either
communities or portals. - the admin can use SF permissions to
control who has access to what data unaffected, 3
◉ What fields types can not be added to a custom report? Answer:
product schedule, history, person account, age on cases &
opportunities
◉ When defining a record type, what can be configured for different
types of records? Answer: picklist values, page layouts, paths
◉ How can you automatically select a specific record type? Answer:
default record in profile, record type preference in user settings
◉ What happens if a case does not meet any assignment rule
criteria? Answer: it goes to the default case owner
◉ Where can requested be approved/rejected? Answer: via email,
salesforce app, chatter (not sales/service console)
◉ How is ROI % caluclated? Answer: amount of won opps minus
actual cost / actual cost
, ◉ How would you delete an account and its 15 related contacts?
Answer: delete the account and the contacts will be deleted
automatically. Although it's a lookup, Accounts & contacts have its
own behaviors. Related opps, contracts, activities, notes, &
attachments are also deleted
◉ In an approval process, the approval is assigned to a queue. If all
members of the queue need to be notified of the pending approval,
what needs to be configured? Answer: configure the queue to send
email to queue members. When the assigned approver is a queue,
approval requests emails are sent to the queue email address. If the
queue is set up to send email to members, approval requests emails
are also sent to queue members, unless their approval user
preferences are set to never receive approval request emails. If an
email template is not specified, an email using a standard template is
sent.
◉ What is the SF process? Answer: validation rules, assignment
rules, auto response, workflow, escalation
◉ How would you upload a file to a new Content Library, but not
have it visible to anybody else until later? Answer: add the file, but
don't add any members. You have to be a member to access a file in a
library, and permissions are set when members are added
◉ Which are the following are true regarding Knowledge Sidebar?
2026 UPDATED EXAM PREP QUESTIONS AND
ANSWERS
◉ When should you add multiple users vs adding each one
individually? Answer: a single license type must be used, and then
you can choose profile & role. Their email is automatically their
username
◉ What 3 objects can be used to create campaign members?
Answer: contacts, leads, person accounts
◉ Who appears in the Last Modified field after a workflow rule field
update rule is triggered? Answer: the user that triggered the action.
Workflow follows the user actions. If the user is authorized to
perform the action he will be the user recorded for the automated
actions done by workflow.
◉ What is true regarding universally required fields? Answer:
they're automatically added to all page layouts, they can't be hidden,
and they be text, number & picklists
◉ Who can a user share a view with? Answer: if they have the
"manage public list views" permission, they can share it with all
,users, certain public groups & roles. If they don't they can only share
with themselves
◉ What are types of standard validation? Answer: required fields,
unique fields, data type
◉ What are cross-object workflows? When are they possible?
Answer: an action where a change to a detail record updates a field
on the related master record. Cross-object field updates work for all
custom to custom, some custom to standard, and a few standard to
standard (case comment -> case, opp product -> opp, opp ->
account)
◉ What feature lets an opp team share a total sale? Answer: opp
collaboration
◉ Who can CRUD a knowledge article? Answer: any user license and
read articles, but a knowledge user license & manage articles
permission is required to CRUD
◉ What can be triggered in the final approval process? Answer:
same as workflow rule, email alert, task notification, field updates,
outbound messages
,◉ What is true about SF communities? Answer: - SF communities
replace portals and existing portals are (a) unaffected (b)
automatically upgraded. - new customers can choose either
communities or portals. - the admin can use SF permissions to
control who has access to what data unaffected, 3
◉ What fields types can not be added to a custom report? Answer:
product schedule, history, person account, age on cases &
opportunities
◉ When defining a record type, what can be configured for different
types of records? Answer: picklist values, page layouts, paths
◉ How can you automatically select a specific record type? Answer:
default record in profile, record type preference in user settings
◉ What happens if a case does not meet any assignment rule
criteria? Answer: it goes to the default case owner
◉ Where can requested be approved/rejected? Answer: via email,
salesforce app, chatter (not sales/service console)
◉ How is ROI % caluclated? Answer: amount of won opps minus
actual cost / actual cost
, ◉ How would you delete an account and its 15 related contacts?
Answer: delete the account and the contacts will be deleted
automatically. Although it's a lookup, Accounts & contacts have its
own behaviors. Related opps, contracts, activities, notes, &
attachments are also deleted
◉ In an approval process, the approval is assigned to a queue. If all
members of the queue need to be notified of the pending approval,
what needs to be configured? Answer: configure the queue to send
email to queue members. When the assigned approver is a queue,
approval requests emails are sent to the queue email address. If the
queue is set up to send email to members, approval requests emails
are also sent to queue members, unless their approval user
preferences are set to never receive approval request emails. If an
email template is not specified, an email using a standard template is
sent.
◉ What is the SF process? Answer: validation rules, assignment
rules, auto response, workflow, escalation
◉ How would you upload a file to a new Content Library, but not
have it visible to anybody else until later? Answer: add the file, but
don't add any members. You have to be a member to access a file in a
library, and permissions are set when members are added
◉ Which are the following are true regarding Knowledge Sidebar?
