ZENDESK SUPPORT ADMIN CERTIFICATION
2026 CERTIFICATION STUDY PACK WITH
SOLVED ANSWERS
◉ What item appears in a user's My Unresolved Items after
synchronization using Salesforce for Outlook?(Choose 2) Answer:
contacts not assigned to an account/emails not associated to a
record (not notes/cases)
◉ How can Knowledge articles be used?(Choose 2) Answer: resovle
customer caes, display for customer self service (not to display SF
solutions or SF answers)
◉ What is a method for adding content to Salesforce CRM
Content?(Choose 2) Answer: libraries & chatter files
◉ What tools are available when working with leads? Answer:
import, mass delete, transfer, mass email, mass add leads to
campaign
◉ What are some differences b/w using Data Import Wizard & Data
Loader? Answer: mappings can be saved with data loader, but not
with import wizard & triggering workflow rules is optional when
using import wizard, but not with data loader
,◉ What objects are covered by Duplicate Rules? Answer: accounts,
contacts, leads & custom objects
◉ You discover tha number of records were deleted by mistake 2
weeks ago. What can you do in this situation to produce a list of the
deleted records to recover them? Answer: use the export all option
in data loader and export the records. The export all option will
include records in the recycle bin. After the export, the deleted
records can then be imported to restore them
◉ Your org wants to allow users to create duplicate records for a
custom objects & report on those duplicate records when needed.
How can this be done? Answer: utlize duplicate management to
allow duplicates on that object & create reports on those records
◉ What actions are available when using the Data Import Wizard?
Answer: add new records, update existing records, add new &
update existing records
◉ What feature allows user to add outlook emails to SF as email
messages using SF lightning for outlook? What is the difference
between enhanced email, lightning sync, email to salesforce?
Answer: enhanceddd email allows users to add emails from outlook
to SF records as email message objects isntead of tasks. Lightning
sync is used to keep contacts & events in synch between outlook &
, SF. Email to SF allows automatically loggin emails from 3rd party
email apps as activities on contact & leads records
◉ Which iof the following is true when a user converts a lead using
the SF app? Answer: duplicate records can be created
◉ How would you add a custom button to the SF app action bar?
Answer: customize 'sf mobile & lightning experience actions' on the
object page layout
◉ What is true regarding data & functionality available using the SF
app/ Answer: records can be submitted for approval, leads can be
converted, most standard objects (ACO, cases) can be maintained
◉ What would you do to enable sales reps to change price book on
an opportunity on the go? Answer: create a quick action to update
opportunity
◉ An org uses a custom object named Inquiry which is related to
Contacts via a lookup relationship, with Contacts being the parent
object. A sales maanger wants to see contacts & tasks associated
with Inquiry records in a report. How can this be achieved? Answer:
create a new custom reporty type Contacts with Inquiry with Task
2026 CERTIFICATION STUDY PACK WITH
SOLVED ANSWERS
◉ What item appears in a user's My Unresolved Items after
synchronization using Salesforce for Outlook?(Choose 2) Answer:
contacts not assigned to an account/emails not associated to a
record (not notes/cases)
◉ How can Knowledge articles be used?(Choose 2) Answer: resovle
customer caes, display for customer self service (not to display SF
solutions or SF answers)
◉ What is a method for adding content to Salesforce CRM
Content?(Choose 2) Answer: libraries & chatter files
◉ What tools are available when working with leads? Answer:
import, mass delete, transfer, mass email, mass add leads to
campaign
◉ What are some differences b/w using Data Import Wizard & Data
Loader? Answer: mappings can be saved with data loader, but not
with import wizard & triggering workflow rules is optional when
using import wizard, but not with data loader
,◉ What objects are covered by Duplicate Rules? Answer: accounts,
contacts, leads & custom objects
◉ You discover tha number of records were deleted by mistake 2
weeks ago. What can you do in this situation to produce a list of the
deleted records to recover them? Answer: use the export all option
in data loader and export the records. The export all option will
include records in the recycle bin. After the export, the deleted
records can then be imported to restore them
◉ Your org wants to allow users to create duplicate records for a
custom objects & report on those duplicate records when needed.
How can this be done? Answer: utlize duplicate management to
allow duplicates on that object & create reports on those records
◉ What actions are available when using the Data Import Wizard?
Answer: add new records, update existing records, add new &
update existing records
◉ What feature allows user to add outlook emails to SF as email
messages using SF lightning for outlook? What is the difference
between enhanced email, lightning sync, email to salesforce?
Answer: enhanceddd email allows users to add emails from outlook
to SF records as email message objects isntead of tasks. Lightning
sync is used to keep contacts & events in synch between outlook &
, SF. Email to SF allows automatically loggin emails from 3rd party
email apps as activities on contact & leads records
◉ Which iof the following is true when a user converts a lead using
the SF app? Answer: duplicate records can be created
◉ How would you add a custom button to the SF app action bar?
Answer: customize 'sf mobile & lightning experience actions' on the
object page layout
◉ What is true regarding data & functionality available using the SF
app/ Answer: records can be submitted for approval, leads can be
converted, most standard objects (ACO, cases) can be maintained
◉ What would you do to enable sales reps to change price book on
an opportunity on the go? Answer: create a quick action to update
opportunity
◉ An org uses a custom object named Inquiry which is related to
Contacts via a lookup relationship, with Contacts being the parent
object. A sales maanger wants to see contacts & tasks associated
with Inquiry records in a report. How can this be achieved? Answer:
create a new custom reporty type Contacts with Inquiry with Task
