Zendesk Certification Training Exam
(Latest Update ) Questions &
Answers {Grade A} 100% Correct
What does the 'Play' button do? - correct answer Serves up the next available ticket
instead of the agent merely clicking on any available ticket in the ticket view.
What is the difference between a CC and a Follower? - correct answer A Follower is
similar to a BCC in an email.
What are the 2 default Ticket/System Fields that come with any standard Zendesk
Support account? - correct answer Type (Problem, Question, Incident, Task) and
Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? - correct 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.
What is a Ticket Form? - correct answer A form that allows the Agent to collect as
much relevant information as possible about the issue/customer from the End-User.
What is the max number of shared views a user can see? - correct answer 12 views
What is the max number of personal views? - correct answer 8 views
What is a Placeholder {{}}? - correct answer A way in which to make replies more
personal. Placeholders can be the ticket ID, name, ticket subject, etc..
, What is the best way to organize your Macros? - correct answer Leverage the Nesting
feature (::) so that you can easily organize your macros similar to folders with
organized files inside.
Can an Agent create Groups and Organizations? - correct answer No, only an Admin
can do this.
What is a Schedule? - correct answer Defining your business's hours of operation to
build better workflows.
When are SLAs used? - correct 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.
(Latest Update ) Questions &
Answers {Grade A} 100% Correct
What does the 'Play' button do? - correct answer Serves up the next available ticket
instead of the agent merely clicking on any available ticket in the ticket view.
What is the difference between a CC and a Follower? - correct answer A Follower is
similar to a BCC in an email.
What are the 2 default Ticket/System Fields that come with any standard Zendesk
Support account? - correct answer Type (Problem, Question, Incident, Task) and
Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? - correct 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.
What is a Ticket Form? - correct answer A form that allows the Agent to collect as
much relevant information as possible about the issue/customer from the End-User.
What is the max number of shared views a user can see? - correct answer 12 views
What is the max number of personal views? - correct answer 8 views
What is a Placeholder {{}}? - correct answer A way in which to make replies more
personal. Placeholders can be the ticket ID, name, ticket subject, etc..
, What is the best way to organize your Macros? - correct answer Leverage the Nesting
feature (::) so that you can easily organize your macros similar to folders with
organized files inside.
Can an Agent create Groups and Organizations? - correct answer No, only an Admin
can do this.
What is a Schedule? - correct answer Defining your business's hours of operation to
build better workflows.
When are SLAs used? - correct 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.
