Zendesk Support Admin Certification Exam | Questions & 100% Correct Answers (Verified) | Latest Update | Grade A+

What is a View? : Group tickets based on criteria that the Admin defines. What are Ticket Fields? : Areas inside tickets to add in more contextual information about the customer. What are Events? : 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? : Enable agents to update tickets with scripted answers based on predefined actions/events. What are the 3 types of Business Rules? : Triggers, Automations, and SLAs. 2 | P a g e What type of Business Rule is event-based? : Triggers What type of Business Rules are time-based? : Automations and SLAs. What is an Automation? : 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