ZENDESK SUPPORT ADMIN
CERTIFICATION ACTUAL TEST
QUESTIONS AND CORRECT
ANSWERS BUNDLED STUDY
MATERIAL COMPLETE GUIDE
What is a View? - ANSWERSGroup tickets based on criteria that the Admin defines.
What are Ticket Fields? - ANSWERSAreas inside tickets to add in more contextual
information about the customer.
What are Events? - ANSWERSArea in the ticket interface where agents can get a
clearer view of all the updates that occurred during the ticket lifecycle.
What is a Macro? - ANSWERSEnable agents to update tickets with scripted answers
based on predefined actions/events.
What are the 3 types of Business Rules? - ANSWERSTriggers, Automations, and SLAs.
What type of Business Rule is event-based? - ANSWERSTriggers
What type of Business Rules are time-based? - ANSWERSAutomations and SLAs.
What is an Automation? - ANSWERSA 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? - ANSWERSWritten
(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? - ANSWERSEnd-Users, Agents, and
Administrators.
What is a Group? - ANSWERSA collection of agents created/grouped together based
on certain attributes (region, language, department, team, etc.).
, What is an Organization? - ANSWERSAn 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? - ANSWERSNo, you may also use a
Zendesk Alias.
What does the 'Play' button do? - ANSWERSServes 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? - ANSWERSA 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? - ANSWERSType (Problem, Question, Incident, Task) and Priority
(Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? - ANSWERSIf 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.
When are SLAs used? - ANSWERSWhen 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? - ANSWERSBuild 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? - ANSWERSAdd tags to the
conditions and the action of the Automation.
What is a Ticket Form? - ANSWERSA 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? - ANSWERS12 views
What is the max number of personal views? - ANSWERS8 views
What is a Placeholder {{}}? - ANSWERSA way in which to make replies more personal.
Placeholders can be the ticket ID, name, ticket subject, etc..
CERTIFICATION ACTUAL TEST
QUESTIONS AND CORRECT
ANSWERS BUNDLED STUDY
MATERIAL COMPLETE GUIDE
What is a View? - ANSWERSGroup tickets based on criteria that the Admin defines.
What are Ticket Fields? - ANSWERSAreas inside tickets to add in more contextual
information about the customer.
What are Events? - ANSWERSArea in the ticket interface where agents can get a
clearer view of all the updates that occurred during the ticket lifecycle.
What is a Macro? - ANSWERSEnable agents to update tickets with scripted answers
based on predefined actions/events.
What are the 3 types of Business Rules? - ANSWERSTriggers, Automations, and SLAs.
What type of Business Rule is event-based? - ANSWERSTriggers
What type of Business Rules are time-based? - ANSWERSAutomations and SLAs.
What is an Automation? - ANSWERSA 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? - ANSWERSWritten
(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? - ANSWERSEnd-Users, Agents, and
Administrators.
What is a Group? - ANSWERSA collection of agents created/grouped together based
on certain attributes (region, language, department, team, etc.).
, What is an Organization? - ANSWERSAn 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? - ANSWERSNo, you may also use a
Zendesk Alias.
What does the 'Play' button do? - ANSWERSServes 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? - ANSWERSA 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? - ANSWERSType (Problem, Question, Incident, Task) and Priority
(Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? - ANSWERSIf 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.
When are SLAs used? - ANSWERSWhen 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? - ANSWERSBuild 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? - ANSWERSAdd tags to the
conditions and the action of the Automation.
What is a Ticket Form? - ANSWERSA 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? - ANSWERS12 views
What is the max number of personal views? - ANSWERS8 views
What is a Placeholder {{}}? - ANSWERSA way in which to make replies more personal.
Placeholders can be the ticket ID, name, ticket subject, etc..
