Zendesk Certification Training Exam | 2026/2027 Edition | Zendesk Academy | Verified Questions & Answers | 100% Correct Solutions

Zendesk Certification Training Exam | 2026/2027 Edition | Zendesk Academy | Verified Questions & Answers | 100% Correct Solutions Q: What is a View? Answer Group tickets based on criteria that the Admin defines. Q: What are Ticket Fields? Answer Areas inside tickets to add in more contextual information about the customer. Q: What are Events? Answer Area in the ticket interface where agents can get a clearer view of all the updates that occurred during the ticket lifecycle. Q: What is a Macro? Answer Enable agents to update tickets with scripted answers based on predefined actions/events. Q: What are the 3 types of Business Rules? Answer Triggers, Automations, and SLAs. Q: What type of Business Rule is event-based? Answer Triggers Q: What type of Business Rules are time-based? Answer Automations and SLAs. Q: What is an Automation? Answer A Business Rule in which something happens to the ticket after a certain amount of time has elapsed and the ticket meets certain conditions. Q: What the 4 types of channels in which tickets can be created from? Answer Written (Email, Web Widget, Web Form, etc.), Live (Chat, Talk, etc.), Social Media (Facebook, Twitter, etc.), and Advanced (API, Mobile SDK, etc.). Q: What are the 3 types of user roles? Answer End-Users, Agents, and Administrators. Q: What is a Group? Answer A collection of agents created/grouped together based on certain attributes (region, language, department, team, etc.). Q: What is an Organization? Answer An optional collection/grouping of End-Users. This collection of End-Users is usually grouped by domain name (i.e. @ or @). Q: Do you have to add in a personal signature? Answer No, you may also use a Zendesk Alias. Q: What does the 'Play' button do? Answer Serves up the next available ticket instead of the agent merely clicking on any available ticket in the ticket view. Q: What is the difference between a CC and a Follower? Answer A Follower is similar to a BCC in an email. Q: What are the 2 default Ticket/System Fields that come with any standard Zendesk Support account? Answer Type (Problem, Question, Incident, Task) and Priority (Low, Medium, High) Q: How can an Admin leverage Problem & Incident tickets? Answer If there is a main problem such as a delivery driver gets into a car accident carrying multiple food orders. The Admin/Agent can create one main Problem ticket and then associate the other Incident tickets with the main Problem ticket. Replying to the one Problem ticket will have the reply also be applied to the downstream Incident tickets. Q: What is a Ticket Form? Answer A form that allows the Agent to collect as much relevant information as possible about the issue/customer from the End-User. Q: What is the max number of shared views a user can see? Answer 12 views Q: What is the max number of personal views? Answer 8 views Q: What is a Placeholder {{}}? Answer A way in which to make replies more personal. Placeholders can be the ticket ID, name, ticket subject, etc.. Q: What is the best way to organize your Macros? Answer Leverage the Nesting feature (::) so that you can easily organize your macros similar to folders with organized files inside. Q: Can an Agent create Groups and Organizations? Answer No, only an Admin can do this. Q: What is a Schedule? Answer Defining your business's hours of operation to build better workflows. Q: When are SLAs used? Answer When you have a contractual response time agreement with certain customers, or when you have an internal response time standard which you want your agents/company to abide by. What is an example Schedule? Answer Build in a trigger which stipulates that when it's a holiday, the customer will receive a macro notification upon receivable of a request that their business is closed for the holiday and will resume on Monday. How do you make sure that Automations don't keep firing? Answer Add tags to the conditions and the action of the Automation. What is a Tag? Answer Words or combination of words an Admin can use to add more context to tickets. Using tags can also improve/automate workflows and reporting. What is a Workflow? Answer A combination of different features in Zendesk being used to generate the best agent/customer experience. What are the 3 types of Tags? Answer Ticket Tags, User Tags, and Organization Tags. What is an example of an automatic ticket tag? Answer When an End-User chooses certain drop-downs in a field, those chosen fields may automatically add tags to the ticket if configured within the field settings. What Business Rules are used in the Bump, Bump, Solve Workflow? Answer 2 Bump Automations, 1 Solve Automation, and 1 Trigger. Essentially, the trigger works to get rid of certain tags so that the automations do not keep firing. What is the Bump, Bump, Solve Workflow? Answer The 1st Bump Automation automatically adds a bump_1 tag after a ticket has been in the Pending status for a certain amount of time. The 2nd Bump Automation automatically adds a bump_2 tag after a ticket has been in the Pending status for a certain amount of time. Additionally, an action is defined so that the bump_1 tag is removed after the bump_2 tag is applied. Then, the Solve Automation automatically solves out the ticket and notifies the requester after a ticket has been Pending for a certain amount of time. The bump_2 tag will be removed in the Solve automation so that the automation does not keep firing. Lastly, a trigger needs to be set up so that if the End-User does end up replying to one of the automated bumps, the bump tag will be removed so the automation doesn't keep firing. What are the 3 types of workflows that Admins need to consider when using Triggers? Answer Setting ticket properties, assigning tickets to specific users/groups, and notifying specific people/groups. What is the definition of 'Current User'? Answer The End-User or Agent who created or last updated the ticket. Is it important organize Triggers? If so, why? Answer Yes, it is very important to organize triggers because triggers fire in the order of their position. Additionally, you want to make sure that if one trigger is fired, the ticket's new properties don't cause another trigger to fire off, and so on and so forth. What is the best way to organize Triggers and Automations? Think: SAN Answer SAN = Set, Assign, Notify How often do Automations run? Answer Automations run once an hour on non-closed tickets. Is it important to organize Automations? If so, why? Yes, it is very important to organize Automations because Automations fire in order of their position. For example, if you have an automation that sets a ticket's priority to High and an automation that sets a ticket's priority to Urgent, make sure that the ticket automation which sets to the ticket's priority to High is listed first. What is the maximum number of automations that can run on any one ticket? 100 automations. What is the maximum number of tickets an single automation can run through? 1000 tickets in a single automation cycle (oldest to newest). What is Localization? The process of adapting your Zendesk instance to a specific market or locale (usually revolving around language/region). What are the 3 ways in which the language for an End-User can be set? 1) End-Users can manually select the language of their choice within the Help Center if the Admin has enabled multiple languages in Guide. 2) Agents can manually select the language a specific customer uses within the End-User Profile. 3) Zendesk Support can automatically detect and set language via email and the web widget. The web browser (i.e Google Chrome) language settings can automatically set the language for the web widget. What is Dynamic Content? A setting that let's you create a default version of a statement and variant of the statement for other languages you support. Example: If an End-User sends in a request, you can use the {{nt_update_notification}} placeholder in the action part of the trigger so that the macro reply stating that we have received the support request can be dynamically changed based on the detected language of the support request. What are some examples of permissions/settings that can be set for Ticket Forms? Can make fields *required or optional, visible only to end-users or agents, etc.. What are the 2 types of email templates? 1) HTML Template 2) Text Template What are the 2 placeholders which are required for the HTML email template? 1) Delimiter: displays the ##-Please type your reply above this line-## 2) Content: displays the email body What is Liquid Markup? You need to enable Liquid Markup if your Zendesk Support instance is supporting multiple brands. You may need to use the custom HTML template and customized triggers/automations to support a multi-brand workflow. What's the difference between enabling Answer Bot and Help Center in the Web Widget? Answer Bot suggests certain Guide articles based upon the End-User's request. Help Center uses contextual help within the Web Widget so that End-Users can find the articles they need using certain key words which are defined within the articles. What are the 2 types of channels that can be enabled within the Web Widget? Self-Service Channels (Guide/Help Center & Answer Bot) and Live Channels (Chat & Talk). If both Self-Service Channels and Live Channels are enabled within the Web Widget, what is the order in which they are presented? Self-Service channels will be presented first and then Live Channels. Answer Bot will be prioritized over Help Center and Chat will be prioritized over Talk. Is it possible to use a combination of triggers and schedules to create a great customer experience? Yes, if you have multiple schedules you will need to set up multiple triggers. For example, if a ticket is created and it is outside the SF office business hours, you can create a trigger which assigns tickets to the Dublin office if the schedule is outside of SF business hours. Does order matter for SLAs? If so, why? Yes, order does matter for SLAs because a ticket will get an applied SLA once its conditions satisfy the first SLA policy it stumbles upon. What is a Service Level Agreement (SLA)? A commitment that specifies certain performance measures whether that be a timely response or a timely resolution. How many SLA policies can be applied to a ticket at a given time? Only 1 SLA policy can be applied to a ticket at a given time. How is a Target determined for SLAs? A Target is determined based on the level of priority and the performance metric. What are Side Conversations? A tool that enables Agents to solicit input or expertise on a customer support issue and retain that information in the ticket itself. This is helpful because it allows for a single record of communications to get a customer's issue solved. What is the difference between a Light Agent and a Recipient in the context of Side Conversations? Light Agents can view and add internal comments to a ticket. A Recipient cannot view tickets, but their comment to a Side Conversation gets added as an internal note to the main ticket so that all comments live within the ticket (single record). When a Side Conversation is created within a ticket, is the status of the ticket automatically moved to Pending? No, you need to create a trigger which states that whenever a Side Conversation is created or updated by the Agent, the ticket status is moved to Pending. How long are the links within the customer satisfaction survey valid for? They are valid until the ticket is Closed. How is the average customer satisfaction score percentage (%) calculated? Total Positive Ratings / Total Ratings Why would an Admin enable Satisfaction Prediction Scores? Because they want to identify at-risk tickets ahead of time. What 3 factors are taken into account when calculating the Satisfaction Prediction Score? Time, ticket text, and effort. How many satisfaction ratings are needed to calculate the Satisfaction Prediction Score? At least 200 satisfaction ratings. What are the 3 types of Zendesk Instances in relation to configuring End-User access? Open: General public, usually B2C companies Restricted: Only approved email domains, usually B2B companies Closed: Requests stemming from users already added by agents/admins will be able to access, usually B2E (example: the way in which I open up tickets for other departments) What happens if tickets are sent to a restricted or closed Zendesk Support instance from End Users who aren't registered/approved? Those tickets will be suspended and sit in the suspended tickets queue for 14 days. How do you create a Restricted/Closed Zendesk Support Instance? Whitelist or Blacklist specific email domains or email addresses. OR Put IP restrictions into place so that you only get requests stemming from certain IP ranges. If you are a B2C company (example: Netflix) and you are receiving a lot of spam, how do you combat the spam? (2 ways) Require CAPTCHA (image verification) OR require users to register in order to submit tickets. What are the 3 types of End-User authentication options? 1) Zendesk's native username/password 2) Social Login (Twitter, Facebook, Google, Microsoft, etc.) 3) SSO (JWT or SAML) What is the maximum number of tickets which you can bulk update at once? 99 tickets Why is Ticket Merging important? You can avoid duplicate tickets or merge multiple tickets revolving around the same request. What happens once a ticket is deleted? It moves to the deleted tickets queue where it remains for 30 days until being fully deleted. Is it possible to bulk delete closed tickets? No, tickets marked as Closed cannot be bulk deleted. You have to use the bulk delete API to delete Closed tickets in bulk. Otherwise, you can only individually delete Closed tickets. Are you able to restore/recover tickets that may have ended up in the deleted or suspended tickets queue? Yes for both. Deleted tickets remain in the deleted ticket queue for 30 days and suspended tickets remain in the suspended tickets queue for 14 days. If an Agent marks a ticket as spam, does it go to the suspended or deleted tickets queue? Deleted tickets queue. Any other tickets stemming from that same end-user will end up in the Suspended Tickets queue in which it will sit for 14 days. What is the difference between an Archived Ticket and a Closed Ticket? An Archived Ticket is one that has been closed for 120 days. The only thing you can do with Archived Tickets are delete them. If edit/create a ticket field, will a tag automatically generate by an End-User or Agent using that specific field. No, you must manually define the ticket tag associated with a certain ticket field. How would you set up an automation which closes tickets 4 days after a ticket has been solved? Ticket Status = Solved Ticket Hours Since Solved = Greater Than 96 hours Then Ticket Status = Closed How would you set up an escalation automation to escalate merchant tickets to managers after no assignee on tickets in 48 hours? Ticket Hours Since Created = Greater Than 48 Hours Ticket Group = Merchant Agents Ticket Assignee = Blank Then Ticket Assigned = Merchant Managers Group Ticket Priority = High How would you create a workflow around the following situation: A ticket comes in at 10PM from a west coast customer and the SF office is not open. Since the SF office is not open, we want to assign this ticket to the Dublin office so that they can get to the ticket sooner. You need to set up 2 triggers for this workflow: 1) Set up trigger which assigns tickets from west coast customers to the SF office while in SF business hours (schedule). 2) Set up a trigger which assigns the ticket from a west coast customer to the Dublin office if the ticket comes in from a west coast customer in non-SF business hours. What types of ticket fields do not automatically apply ticket tags when used? Text or Numeric fields. What does adding a '*' mean in relation to blacklisting/whitelisting email domains? Adding a '*' to the blacklisted email domain means that your Zendesk will block all email domains except for the ones which are whitelisted. What channels does Zendesk offer? Email Help Center Twitter Chat Facebook Talk Web Widget Mobile SDK API How many email addresses can you use? As many as you want! (no limit) Can you receive/respond to tickets with email addresses outside of Zendesk? Yes, it takes extra setting up with forwarding settings. Also can send from these as if it was from Zendesk email as well! Only _____ have access to the incoming tweets; ____ have access once they becoming twickets. admins; agents How many Facebook pages can you have on your account? Up to 15 The email addresses you use to receive support requests in Zendesk Support are referred to as Support addresses If an end-user sends an email to , what will the from line read? From (Support Team Name: Acme Help) With personalized replies, what will the end-user see in the from line when sending an email to ? From Agent Name: Bob (Support Team: Acme Help) Where do you go to add a new Zendesk address? AdminChannelsEmailsAdd AddressCreate new Zendesk Address True/False: When you delete a support address, outgoing email notifications will no longer be sent from that address. Any tickets using the deleted support address will be given to the default address. True Which support addresses cannot be deleted? Original, Gmail connector, and default (but you can change the default address to delete a particular address) When is the default support address the sending address? Notifications when a ticket is created manually, when a ticket is sent directly to your default support address, or when a ticket is created through a channel other than email. True/False: You can edit the email address of an existing support address, but not the address name. False; you cannot edit the email address, just the name. This is a way to handle incoming support address errors and is replaced with which email? Wildcard (replaces incorrect with default address) What are the three steps to using an external email domain? 1. Set up forwarding in external email 2. Add external address in ZD support. 3. Send SPF to ZD to verify they sending on behalf. What are the 2 ways tickets can be created when a user emails an agent's outside email address, keeping the end-user as the requester? Agent Forwarding (must be enabled) and Redirect What steps need to be taken for an agent to forward an email and keep it with the original requester? 1. Add #requester {requester_email} to the top of the email body. 2. Clean up the email and remove FWD 3. Send to the support email address Redirecting is not available for which two big email providers? Outlook and Gmail What company does Zendesk use to filter out spam? Cloudmark How do you add a blacklisted or whitelisted email? AdminSettingsCustomers How can you ensure an email address or domain's ticket doesn't come into Zendesk at all? Add reject as in these examples in the blacklist reject: reject: True/False: If a user has more than one email, a new contact is formed when they use the second address. True; you can merge into one contact in order to stop this moving forward. What must be enabled in order to merge tickets from different requesters? CC What is the main difference between using CC and the @mention? CC function allows agents to add end-users while the @mention can only add agents Channel integrations allows customers to do what? customers can bring in from other apps in the marketplace such as google reviews When using email forwarding, does the external address or the final address become the received @ address for routing? initial received @ email address Personalized email replies is default and shows agent name next to company name (T/F) True How can you know if something is an existing ticket being replied to (what to look for)? Encoded ID in reply to address and encoded id in white at the bottom of the comments (also within email coded message id) Email template is the frame so includes all the outer bits such as.. ticket body, logo at top, maybe the footer, etc. What part of the email template contains the info from a triggered email? Content (line 15) What is the footer link? Our Zendesk website link and can be replaced by customers with their link Color in email template can be changed using what code (source code of email template) HTML (coded color) What is the text template for the email template? This is the text version of the ticket in case it goes to a device that doesn't read HTML! Please type your reply above this line - what is this and what's the point? Delimiter (line 14 in email template) - it helps to make just the new text a new comment, not all the comments below it too Email only support needs to follow these steps: 1. Hide all links for help center 2. Triggers - make sure there are no ticket ids with # before as it makes it a clickable link 3. Footer in email template includes link to where tickets are managed If allowing agent signatures, where does this show up? All public comments How many views can be seen on a page? 12 on a brand, {{ture}} works like.. uses personal agent signatures on a brand, {{}} works like... name of agent and NOT personal agent signature What do you see with suspended tickets? Received, Subject, Sender, cause of suspension Can you get notifications for suspended tickets? Yes, you can schedule to get notifications and determine who gets these emails Suspended tickets permanently delete after how many days? 14 How would you make sure anyone with a zendesk email address could submit tickets, but no one else? whitelist and place * in blacklist Blacklisting email addresses mean... these email addresses/domains cannot submit tickets How do you allow an address or domain to still submit tickets, but start in the suspended view? blacklist suspend: "Anybody can submit tickets" is not enabled means that.. Users have to be in Zendesk already Require CAPTCHA is required for what? signed out users to complete CAPTCHA to prevent spam Which email address do notifications go to? Primary email address (even if they email from secondary email address) Benefits of using organizations Tickets come together in one view, users are all under org, share tickets (can control if they see just their tickets or everyone from their org + if they can comment on the tickets or not), can route to a group, can see things on help center based on user segmentation Does Org group routing override business rules? Yes - this does not show in events but does show it was set on ticket creation How are schedules used in Business rules? As a condition "If within Business hours" for ex. OR to set schedule (for ex. if ticket comes to EMEA team, then schedule is..) How many columns can you put in a view? What else can you sort with? up to 10; group or order by What is the OOB automation timing for solved ticket to become closed tickets? How many days before it's closed with inborn functionality (even without automation)? 4 days, 28 consecutive days Can a ticket be rated after it is closed? No After how many days of being closed does a ticket become archived? 120 days OOB Triggers Notify requester of received request, comment update Notify assignee of comment update, of assignment, reopened ticket Notify group of assignment Notify all agents received request Auto-assign to the first email responding agent If a trigger updates something, the ticket will go back through all the triggers again (T/F) True - Order matters! Does the sort option in the trigger section change the order of trigger operations? No! It's a view only function What type of condition do you have to have to stop looping on automations? Condition that can only be true once or a nullifying condition How often do automations run? Hourly (but staggered, so not right at top of the hour) If there are thousands of tickets that meet automation rules, how often do they run? The first hour will process the first 1000, the next ones will run the next hour (the other 1000 won't run then even if they meet the criteria) Do notify requester emails show in comments from triggers? No, you can see if it ran, but the email will not show in the ticket. Tags and conditions with multiple words to be added or looked for need to be separated by... separate by spaces What does Rules Analysis allow you to do? Shows you what Business rules have similarities such as all triggers/automation/macros that email requester What must tickets have in order to set SLAs? Priority SLAs are in what metric of time? Hours What are the different metrics that can be used with SLAs? FRT, Next Reply Time, Periodic Update, Requester Wait time Total time a ticket sits in New, Open, or On-Hold altogether Agent work time Total time a ticket sits in New or Open altogether Periodic Update Requires update from agent despite the customer not sending anything back (time to update in ANY status) Pausable Update Requires update from agent despite the customer not sending anything back but time pauses on Pending In order to have SLAs work with different business hours, what must happen? Schedule must be set with a trigger based on the office How can you prevent overlapping of SLAs policies? You can set which SLA policies apply to what tickets based on when tickets were created (before or after) Does order of SLAs matter? Yes! The top SLA will apply first even if one below matches because it won't keep going through the list after hitting one What can you see in the events with regards to SLA? What SLA policy was applied + the target time Can you create an automation based on when an SLA is or was breached? YES! What roles exist (without custom)? Admin, end-user, agent What roles exist with custom roles? Advisor, Staff, team leader Ticket options for custom roles What type of tickets agent can access (Group, assigned to them, organization, all) Change based on above; What types of comments can they make, can they assign to other groups Can edit tickets; if checked; delete, merge or edit tags People options for custom roles End user profile access; read only, add and edit agents within organization, or add, edit delete all View lists of users in list? All or only those they are working tickets with Guide options for custom roles Can manage guide Tools options for custom roles What can agent do with reports (1) Cannot view, 2) View only 3) view, add and edit) What can agent do with views (Play mode only, see views only, add and edit personal, add and edit personal and group, add and edit personal, group and global) What can agent do with macros (Cannot add or edit, add or edit personal, add or edit personal or group, add/edit all) Can access dynamic content Channels options for custom roles Can manage FB pages Can view Zendesk Talk Dashboard System options for custom roles Manage business rules Manage channels and extensions What are the two ways users can be created create individual from UI or bulk import users (email, name, and restriction on csv or even more fields if wanted) Can you suspend a user? Yes, from user profile or marking ticket as spam will also suspend user what doesn't come over when merging a user User fields, custom notes, user tags, time zone (only tickets, email address, and phone numbers) Can you bulk important organizations? yes, you must have name and default (domain) Can a user be in multiple orgs? YES How can I make the web and email default to private? Go into ticket settings and untick the boxes (Macro comment mode overrides this though) Ticket settings: Can you disable CCs? Yes, you can enable only agents to add, enable for Help center and blacklist CCs Ticket settings: attachements customers can add require auth to access attachment include attachment in email Ticket settings: Email archiving email address will have all outbound trigger and automation notifications Ticket settings: Tags Enable ticket tags Enable automatic ticket tags (random words.. not good) Account: Localization Set default language and other additional languages to become options for end user language + Content How is default end user language set? Submit ticket from help center and have default language on browser, this will be default. If email in another language, that will set their default. Agents can change this manually Dynamic Content macros, trigger notifications, automations to send one placeholder that will default to their language What are the 9 system ticket fields Requester, Group, Assignee, Status, CCs, Type, Share (if enabled), Subject, Description What changes can you see in the events of tickets? Ticket field changes, business rules that run, submitting user's location, browser and IP address What macros come OOTB? Close and redirect, Take it (now we have a button), Customer not responding, Downgrade and inform How do you categorize macros? Use two colons (i.e. Shipping::UPS Shipping::USPS) What can you sort your macros by? Name, Date created, date updated, Sort by usage 1h, 24h, 7d, 30d Zendesk emails are formatted for HTML and plain text - T/F? True - what shows depends on end-users preference settings What two system placeholders are required and should not be deleted in the email template HTML? {{delimiter}}, {{content}} What are the guidelines for updating HTML template? Stick to CSS1 or 2 Don't add more DIV sections Don't use style or /style (will be stripped out mostly) Keep text formatting to minimum (spam) HTML5 is not supported Don't add lots of images (spam) Use ALT tag on all images Define w&h of images if known Limit info in background images as not everyone can see them Don't link to images in a closed ZD How do you complete host mapping for your help center? Sign into your domain registrar's control panel Look for option to change DNS records Locate the CNAME Either add a new CNAME or edit an existing one Point the CNAME record to your subdomain to your ZD subdomain Specify the new address in your ZD account Enable SSL certificate in Security settings of ZD (we get it and update it all the time) or provide your own SSL Secure Socket Layer CNAME Canonical Name Record CSR Certificate Signing Request SNI Server Name Indication HSTS HTTP Strict Transport Security SPF Sender Policy Framework (used to send ZD emails on your behalf) What are 3 examples of when an external target would be used? Sending an SMS text message when an urgent ticket has been unattended for more than 48 hours. Sending a notification to a Twitter stream when a new urgent ticket is created. Creating a Salesforce case from a ticket. How many times does ZD try to send to target before it's deactivated and what are the two fail reasons? 21 times The message body in the trigger or target page is blank. There's a problem with the receiving server. You need to refresh your SSL for every new branded subdomain (T/F) True - but if you add multiple at a time, you can do it just once and each will be a SAN What is recreated in the sandbox automatically? -Branding elements (colors, account name, and so on). Note that the brands themselves do not move to the sandbox, only the design elements. -Templates (standard email, welcome email, and so on) -Settings (channels, agent permissions, and so on) -Administrators (names, identities, roles, and so on). Note that if any of the administrator account information is incorrect in your production environment, an error might appear. -Customer lists, NPS, Add Ons What are the 3 access types for ZD? Open (anyone can submit tickets either registered or not) Closed (users can only submit once verified) Restricted (only requests from specified email domains will make it into ZD) IP restrictions can be configured to do what? Only allow users/agents to access ZD from certain IP addresses What are the 3 types of SSO? social account, business account, and enterprise What are the ticket field type options? Dropdown, text, date, numeric, decimal, multi-line, multi-select, checkbox (need a tag), credit card, regex When looking at all the ticket fields, how can you filter/view? You can add more columns or filter for end-user only, read-only, etc. Placeholder options User data, ticket data, satisfaction data, comment data, agent data, organization data There is one widget per brand T/F True How can you add Talk to the web widget? Add in Widget settings, then go through all the settings in the Talk, Widget section What restrictions do you have for app availability? Role based or group based How are private apps updated? by zip file Email target Used to notify an external email that is not an end-user (cannot reply from target though) or use built in phone email address (ie. #) to get a text out HTTP:// target Used to notify an external system How can you prevent spam? Require CAPTCHA How can you create users in Zendesk? Individually, SSO (only update user data at time of authentication), Bulk Import, API (always updating users) Include attachments means the attachments are actually files attached, not just links IP restrictions requires internal and external members to be on a particular IP addresses (can tick "Customer can bypass restrictions" like Z1) SSO options Google, Twitter, Microsoft, Facebook, customized SAML (ex. Okta) or JSON web token Can you set up multiple SSO per brand? No If SSO is enabled, what should you disable? Passwords (should be changed at other SSO) and welcome email Password policies (when not using SSO) High (every 90 days need to reset), Medium, low, custom (how long before session timeout) strictness (after 5 days of changing priority, users will need to reset password to match new priority) Two-factor authentication Not using SSO, allows agent to authenticate (like DUO) Audit Log Can click through actor and item changed to see all actions from actor or on app/trigger/etc. Suspending user Mark as spam - suspends user and deletes ticket or suspend access from the user profile (can also use for agents when they leave - demote to end-user and suspend so they can't see CCed or requested tickets) Can you recover deleted tickets? Yes - there is a view of deleted tickets (15 days) Which two benefits result from the proper configuration of a Zendesk support address? 1. The support address can be used as a condition within automations. 2. The support address an end user uses when creating a new email ticket will be shown in the FROM field on reply emails. You have set up multiple schedules in Zendesk Support. One of these schedules is for a collection of agents available five hours per day, three days per week. What should you create to ensure this schedule is applied to certain tickets upon creation? A trigger with 'Ticket: Set Schedule' as an action. How do you make a view appear higher for your agents? Use the Reorder button on the Views management page How can you make a view for VIP customers easily available and accessible for all agents? Create a shared view and reorder it to the top. The manager of a team wants to be notified when a ticket in New status, with low or normal priority, and it's 'About' ticket field equaling Product or Development, has been awaiting a first reply for longer than 24 business hours. Which set of automation conditions is necessary to notify the manager? Meet ALL of the Following Conditions: Ticket: Status New Ticket: Priority Less than High Ticket: Hours Since Created (business) Greater than 24 Meet ANY of the following Conditions: Ticket: About Product Ticket: About Development You want to create a Service Level Agreement policy to ensure that all tickets submitted by members of Organization 1 with urgent priority get a first reply within 45 minutes. Which set of conditions should be selected in the Meet All section when building this new policy? Ticket: Organization Is Organization 1 Which two actions can be taken within an end-user profile? Deleting the end user's profile Modifying the end user's language An end user is submitting a ticket via a ticket form and wants to cc his manager. However, there is no area for him to add a cc recipient in the request. Where should you go to give the end user permission to cc his manager? Ticket Settings Which two actions can be used to consistently brand your customers' support experience? Edit your user welcome email text. Add a custom support email address. One of your end users has asked to no longer receive satisfaction surveys. What is the recommended approach to prevent surveys from being sent when her tickets are solved? 1. Apply a tag to her user profile 2. Add a tag exclusion condition to your survey automation You realize the title of a custom text field you have been using on one of your ticket forms contains a typo. What is true in this situation? Changing the field title will update the field name across all tickets but not impact stored data. An end user belongs to multiple organizations and has tickets open in each organization. You want to delete one of those organizations. What is true in this situation? All non-archived tickets associated with the deleted organization will be assigned to the user's default organization.