ZENDESK SUPPORT ADMIN CERTIFICATION
2026 COMPREHENSIVE REVIEW GUIDE Q&A
◉ Queues can be created on what type of objects? Answer: Cases,
leads, orders, custom objects, service contracts, & knowledge article
versions
◉ What is the difference b/w formula & lookup fields in regards to
pulling related data? Answer: formula fields can pull data from
parent records and display on a child record, whereas roll up
summary fields collect values from child records and display them
on a parent
◉ What components can be selected to display in a Home Page
Layout? Answer: Items to Approve, Tasks, Calendar, and Dashboard
Snapshot
◉ How does Time-Based Workflow impact my existing records?
Answer: Workflow rules are not triggered retroactively. If you create
a rule now, the rules are not applied to previously created records.
◉ Are there any restrictions for Time-Based Workflow? Answer: Yes,
it's not possible to configure a time-dependent workflow action
that's set to evaluate criteria "Every time a record is created or
edited."
,◉ What "mass" options are available under data management?
Answer: transfer/delete rececords, transfer approval requests,
reassign opportunitiy teams, update addresses
◉ What objects can Data Import Wizard import? Answer: accounts,
contacts, leads, solutions & custom objects. NOT cases
◉ To help prevent duplicates, Salesforce provides Standard
Matching Rules for which objects? (select 3) Answer: accounts,
leads, contacts
◉ True or False: A Lookup Relationship cannot be established
between an object and itself, such as a Lookup Field to Contact on
the Contact object. Answer: Lookup fields link two objects together.
You can link an object with itself (there is an exception to this - you
cannot add a Lookup field to User on the User object, but will have to
instead use a Hierarchical field for that scenario)
◉ What does Similar Opportunities do? Answer: This feature allows
users to find Closed/Won opportunities that match the attributes of
an opportunity they're currently working on, so they can quickly
access information that might help them close their open deals.
,◉ Which statement is true regarding Record Types? Answer: Users
can view records assigned to any record type. As a result, a page
layout is assigned to every record type on a user's profile. A record
type assignment on a user's profile or permission set doesn't
determine whether a user can view a record with that record type.
The record type assignment simply specifies that the user can use
that record type when creating or editing a record.
◉ Page layout assignments are specified in profiles only—they're
not available in permission sets. (T/F) Answer: When a permission
set specifies a custom record type, users with that permission set get
the page layout assignment that's specified for that record type in
their profile. (In profiles, page layout assignments are specified for
every record type, even when record types aren't assigned.)
◉ True or False: The Home tab can be customized to display open
tasks. Answer: True; Calendar views display your own calendar and
coworkers' calendars along with list views of open tasks. On the
Home tab, the Calendar section shows upcoming events, a date
picker for the month, and links to other calendar and activity views.
You can share your calendar with coworkers and print calendars and
task lists.
◉ What components can be customized on the Home Page Layout?
Answer: items to approve, tasks, paused flow interviews, calendar,
dashboard snapshot || create new, messages & alerts, tags, recent
items, custom links
, ◉ What is a reporting snapshot? Answer: "Reporting snapshots
allow users to run reports and save the report results as records on
custom objects. Unlike reports, users can schedule reporting
snapshots to summarize data at specific times, and work with the
summarized data similarly to how they work with other records in
Salesforce.
◉ The benefits of using reporting snapshots include: Answer:
◉ Running faster reports by reporting on data that is already
summarized Answer:
◉ Creating dashboards that refresh quickly by associating them with
pre-summarized data Answer:
◉ Sorting and filtering specific data summaries via list views
Answer:
◉ Viewing trends in data via custom object records" Answer:
◉ What type of field is read only that displays the sum, min, or max
value of a field in a related list or the record count of all records
listed in a related list? Answer: roll up summary
2026 COMPREHENSIVE REVIEW GUIDE Q&A
◉ Queues can be created on what type of objects? Answer: Cases,
leads, orders, custom objects, service contracts, & knowledge article
versions
◉ What is the difference b/w formula & lookup fields in regards to
pulling related data? Answer: formula fields can pull data from
parent records and display on a child record, whereas roll up
summary fields collect values from child records and display them
on a parent
◉ What components can be selected to display in a Home Page
Layout? Answer: Items to Approve, Tasks, Calendar, and Dashboard
Snapshot
◉ How does Time-Based Workflow impact my existing records?
Answer: Workflow rules are not triggered retroactively. If you create
a rule now, the rules are not applied to previously created records.
◉ Are there any restrictions for Time-Based Workflow? Answer: Yes,
it's not possible to configure a time-dependent workflow action
that's set to evaluate criteria "Every time a record is created or
edited."
,◉ What "mass" options are available under data management?
Answer: transfer/delete rececords, transfer approval requests,
reassign opportunitiy teams, update addresses
◉ What objects can Data Import Wizard import? Answer: accounts,
contacts, leads, solutions & custom objects. NOT cases
◉ To help prevent duplicates, Salesforce provides Standard
Matching Rules for which objects? (select 3) Answer: accounts,
leads, contacts
◉ True or False: A Lookup Relationship cannot be established
between an object and itself, such as a Lookup Field to Contact on
the Contact object. Answer: Lookup fields link two objects together.
You can link an object with itself (there is an exception to this - you
cannot add a Lookup field to User on the User object, but will have to
instead use a Hierarchical field for that scenario)
◉ What does Similar Opportunities do? Answer: This feature allows
users to find Closed/Won opportunities that match the attributes of
an opportunity they're currently working on, so they can quickly
access information that might help them close their open deals.
,◉ Which statement is true regarding Record Types? Answer: Users
can view records assigned to any record type. As a result, a page
layout is assigned to every record type on a user's profile. A record
type assignment on a user's profile or permission set doesn't
determine whether a user can view a record with that record type.
The record type assignment simply specifies that the user can use
that record type when creating or editing a record.
◉ Page layout assignments are specified in profiles only—they're
not available in permission sets. (T/F) Answer: When a permission
set specifies a custom record type, users with that permission set get
the page layout assignment that's specified for that record type in
their profile. (In profiles, page layout assignments are specified for
every record type, even when record types aren't assigned.)
◉ True or False: The Home tab can be customized to display open
tasks. Answer: True; Calendar views display your own calendar and
coworkers' calendars along with list views of open tasks. On the
Home tab, the Calendar section shows upcoming events, a date
picker for the month, and links to other calendar and activity views.
You can share your calendar with coworkers and print calendars and
task lists.
◉ What components can be customized on the Home Page Layout?
Answer: items to approve, tasks, paused flow interviews, calendar,
dashboard snapshot || create new, messages & alerts, tags, recent
items, custom links
, ◉ What is a reporting snapshot? Answer: "Reporting snapshots
allow users to run reports and save the report results as records on
custom objects. Unlike reports, users can schedule reporting
snapshots to summarize data at specific times, and work with the
summarized data similarly to how they work with other records in
Salesforce.
◉ The benefits of using reporting snapshots include: Answer:
◉ Running faster reports by reporting on data that is already
summarized Answer:
◉ Creating dashboards that refresh quickly by associating them with
pre-summarized data Answer:
◉ Sorting and filtering specific data summaries via list views
Answer:
◉ Viewing trends in data via custom object records" Answer:
◉ What type of field is read only that displays the sum, min, or max
value of a field in a related list or the record count of all records
listed in a related list? Answer: roll up summary
