Zendesk Certification Training Exam
(Latest Update ) Questions &
Answers {Grade A} 100% Correct
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.
What is an example Schedule? - correct 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? - correct answer Add tags
to the conditions and the action of the Automation.
What is a Tag? - correct 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? - correct answer A combination of different features in Zendesk
being used to generate the best agent/customer experience.
What are the 3 types of Tags? - correct answer Ticket Tags, User Tags, and
Organization Tags.
, What is an example of an automatic ticket tag? - correct 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? - correct 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? - correct 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
(Latest Update ) Questions &
Answers {Grade A} 100% Correct
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.
What is an example Schedule? - correct 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? - correct answer Add tags
to the conditions and the action of the Automation.
What is a Tag? - correct 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? - correct answer A combination of different features in Zendesk
being used to generate the best agent/customer experience.
What are the 3 types of Tags? - correct answer Ticket Tags, User Tags, and
Organization Tags.
, What is an example of an automatic ticket tag? - correct 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? - correct 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? - correct 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
