Zendesk Certification Training Exam
(Latest Update ) Questions &
Answers {Grade A} 100% Correct
What is an Automation? - correct 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.
What the 4 types of channels in which tickets can be created from? - correct answer
Written (Email, Web Widget, Web Form, etc.), Live (Chat, Talk, etc.), Social Media
(Facebook, Twitter, etc.), and Advanced (API, Mobile SDK, etc.).
What are the 3 types of user roles? - correct answer End-Users, Agents, and
Administrators.
,What is a Group? - correct answer A collection of agents created/grouped together
based on certain attributes (region, language, department, team, etc.).
What is an Organization? - correct answer An optional collection/grouping of End-
Users. This collection of End-Users is usually grouped by domain name (i.e.
@apple.com or @google.com).
Do you have to add in a personal signature? - correct answer No, you may also use a
Zendesk Alias.
What is the definition of 'Current User'? - correct answer The End-User or Agent who
created or last updated the ticket.
, Is it important organize Triggers? If so, why? - correct 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 - correct
answer SAN = Set, Assign, Notify
How often do Automations run? - correct answer Automations run once an hour on
non-closed tickets.
Is it important to organize Automations? If so, why? - correct answer 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
(Latest Update ) Questions &
Answers {Grade A} 100% Correct
What is an Automation? - correct 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.
What the 4 types of channels in which tickets can be created from? - correct answer
Written (Email, Web Widget, Web Form, etc.), Live (Chat, Talk, etc.), Social Media
(Facebook, Twitter, etc.), and Advanced (API, Mobile SDK, etc.).
What are the 3 types of user roles? - correct answer End-Users, Agents, and
Administrators.
,What is a Group? - correct answer A collection of agents created/grouped together
based on certain attributes (region, language, department, team, etc.).
What is an Organization? - correct answer An optional collection/grouping of End-
Users. This collection of End-Users is usually grouped by domain name (i.e.
@apple.com or @google.com).
Do you have to add in a personal signature? - correct answer No, you may also use a
Zendesk Alias.
What is the definition of 'Current User'? - correct answer The End-User or Agent who
created or last updated the ticket.
, Is it important organize Triggers? If so, why? - correct 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 - correct
answer SAN = Set, Assign, Notify
How often do Automations run? - correct answer Automations run once an hour on
non-closed tickets.
Is it important to organize Automations? If so, why? - correct answer 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
