Zendesk Admin Certification Exam With 100% Correct Answers Latest 2024/2025 | Graded A+.

Zendesk Admin Certification Exam With 100% Correct Answers Latest 2024/2025 | Graded A+. What is a View? - Correct Answer-Group tickets based on criteria that the Admin defines. What are Ticket Fields? - Correct Answer-Areas inside tickets to add in more contextual information about the customer. What are Events? - Correct Answer-Area 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? - Correct Answer-Enable agents to update tickets with scripted answers based on predefined actions/events. What are the 3 types of Business Rules? - Correct AnswerTriggers, Automations, and SLAs. What type of Business Rule is event-based? - Correct AnswerTriggers Zendesk Admin Certification Exam With 100% Correct Answers Latest 2024/2025 | Graded A+ pg. 2 professoraxe l What type of Business Rules are time-based? - Correct Answer-Automations and SLAs. 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-EndUsers, 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. @ or @). pg. 3 professoraxe l Do you have to add in a personal signature? - Correct AnswerNo, you may also use a Zendesk Alias. 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 AnswerType (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. pg. 4 professoraxe l 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 Answer8 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. pg. 5 professoraxe l 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. pg. 6 professoraxe l 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 AnswerThe 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 pg. 7 professoraxe l 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? - Correct Answer-Setting ticket properties, assigning tickets to specific users/groups, and notifying specific people/groups. 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 AnswerYes, 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.