Zendesk Admin Exam Prep: Section 2 Automated
Business Rules Exam Questions With 100% Correct
Answers
What's the difference between a trigger and an automation?
Triggers are event-based. Automations are time-based.
What does this trigger do?
Meet ALL:
Org I is IViv Vegan
Type I is I incident
Meet ANY:
Ticket I is I created
Ticket I is I updated
Actions:
Notify target I Account Manager
"You received this either because your client has created a ticket or their ticket has been updated
{{ticket.comment_formatted}}"
This trigger is designed to email an account manager anytime an incident ticket belonging to one of
the accounts they manage is created or updated. Because both of those conditions are included under
the "any" category, it will fire on both occasions.
How many events do we have in Zendesk?
The only two events in Zendesk
A ticket is created with certain properties
A ticket is updated with certain properties
Keep in mind that a ticket will only be created once, while it may be updated many times.
If you're on an Enterprise plan which allows you an unlimited number of triggers.
Zendesk continues to work its way through the list checking each trigger against the ticket to see if
the conditions apply. If a trigger updates a ticket, THE CYCLE starts all over again.
Zendesk evaluates each trigger until all the triggers whose conditions were met have fired.
What triggers do:
3 workflow types
(1)Setting ticket properties. You can use triggers to set or update ticket properties.
For example, tickets from certain customers could be designated high priority based on an
organization or customer profile tag.
(2)Assigning tickets. You can also use triggers to assign tickets with certain qualifications to a
particular group of agents. For example, you could build a trigger that runs on tickets with a 'VIP' tag,
then assigns those tickets to the agents that are equipped to deal with them.
(3) Notifying a person, group, or system. You can use triggers to notify customers, agents, supervisors,
or even someone outside Zendesk. A trigger can help you do this via email or through a push
notification to a system like a CRM.
, An admin needs tickets from the company Caterwell to have their priority set to High, be assigned to
the Tier 1 Support Group, and have a notification sent to management. Re-order the triggers listed
below to achieve this goal.
A. If ticket priority is high, then assign ticket to Tier 1 Support group
B. If ticket priority is blank, then set ticket priority to normal
C. If ticket priority is blank and requester is from Caterwell, then set ticket priority to high
D. If ticket is assigned to Tier 1 Support group, then notify management
C. If ticket priority is blank and requester is from Caterwell, then set ticket priority to high
B. If ticket priority is blank, then set ticket priority to normal
A. If ticket priority is high, then assign ticket to Tier 1 Support group
D. If ticket is assigned to Tier 1 Support group, then notify management
True or False: Each trigger runs only once, in the order in which it appears.
False. A trigger will continue to run on a ticket until all triggers have fired and/or no conditions are
met.
This trigger is set to notify the requester and CC end users when an agent creates a ticket on their
behalf.
The conditions are set to send out this notification when the status of the ticket is new.
But the requester notification trigger did not fire to notify the requester when the agent created the
ticket. What could be the problem?
Meet ALL
Status is New
Privacy is Ticket has Public Comment
Current user is (agent)
Emaill user Requester and CCs
The solution is to use the Ticket | Is | Created condition instead of the Status | Is | New condition.
Review: 'status is new' vs. 'ticket is created' for Triggers
Agents do not always create tickets with a New status.
Even if an agent does not select Open, the system automatically sets a ticket status to Open if an
agent assigns the ticket to themselves or another agent or group with just one agent.
An agent might also set a ticket to Pending or On-hold.
By using the Ticket | Is | Created condition instead of theStatus | Is | New condition, the trigger will
fire when the agent creates the ticket on behalf of the requester or end user, regardless of what
status the agent sets the ticket to upon creation.
How automations evaluate tickets?
Like triggers, they fire in order. Unlike triggers, they will not return to the top of the list after running
and go through a second time.
Business Rules Exam Questions With 100% Correct
Answers
What's the difference between a trigger and an automation?
Triggers are event-based. Automations are time-based.
What does this trigger do?
Meet ALL:
Org I is IViv Vegan
Type I is I incident
Meet ANY:
Ticket I is I created
Ticket I is I updated
Actions:
Notify target I Account Manager
"You received this either because your client has created a ticket or their ticket has been updated
{{ticket.comment_formatted}}"
This trigger is designed to email an account manager anytime an incident ticket belonging to one of
the accounts they manage is created or updated. Because both of those conditions are included under
the "any" category, it will fire on both occasions.
How many events do we have in Zendesk?
The only two events in Zendesk
A ticket is created with certain properties
A ticket is updated with certain properties
Keep in mind that a ticket will only be created once, while it may be updated many times.
If you're on an Enterprise plan which allows you an unlimited number of triggers.
Zendesk continues to work its way through the list checking each trigger against the ticket to see if
the conditions apply. If a trigger updates a ticket, THE CYCLE starts all over again.
Zendesk evaluates each trigger until all the triggers whose conditions were met have fired.
What triggers do:
3 workflow types
(1)Setting ticket properties. You can use triggers to set or update ticket properties.
For example, tickets from certain customers could be designated high priority based on an
organization or customer profile tag.
(2)Assigning tickets. You can also use triggers to assign tickets with certain qualifications to a
particular group of agents. For example, you could build a trigger that runs on tickets with a 'VIP' tag,
then assigns those tickets to the agents that are equipped to deal with them.
(3) Notifying a person, group, or system. You can use triggers to notify customers, agents, supervisors,
or even someone outside Zendesk. A trigger can help you do this via email or through a push
notification to a system like a CRM.
, An admin needs tickets from the company Caterwell to have their priority set to High, be assigned to
the Tier 1 Support Group, and have a notification sent to management. Re-order the triggers listed
below to achieve this goal.
A. If ticket priority is high, then assign ticket to Tier 1 Support group
B. If ticket priority is blank, then set ticket priority to normal
C. If ticket priority is blank and requester is from Caterwell, then set ticket priority to high
D. If ticket is assigned to Tier 1 Support group, then notify management
C. If ticket priority is blank and requester is from Caterwell, then set ticket priority to high
B. If ticket priority is blank, then set ticket priority to normal
A. If ticket priority is high, then assign ticket to Tier 1 Support group
D. If ticket is assigned to Tier 1 Support group, then notify management
True or False: Each trigger runs only once, in the order in which it appears.
False. A trigger will continue to run on a ticket until all triggers have fired and/or no conditions are
met.
This trigger is set to notify the requester and CC end users when an agent creates a ticket on their
behalf.
The conditions are set to send out this notification when the status of the ticket is new.
But the requester notification trigger did not fire to notify the requester when the agent created the
ticket. What could be the problem?
Meet ALL
Status is New
Privacy is Ticket has Public Comment
Current user is (agent)
Emaill user Requester and CCs
The solution is to use the Ticket | Is | Created condition instead of the Status | Is | New condition.
Review: 'status is new' vs. 'ticket is created' for Triggers
Agents do not always create tickets with a New status.
Even if an agent does not select Open, the system automatically sets a ticket status to Open if an
agent assigns the ticket to themselves or another agent or group with just one agent.
An agent might also set a ticket to Pending or On-hold.
By using the Ticket | Is | Created condition instead of theStatus | Is | New condition, the trigger will
fire when the agent creates the ticket on behalf of the requester or end user, regardless of what
status the agent sets the ticket to upon creation.
How automations evaluate tickets?
Like triggers, they fire in order. Unlike triggers, they will not return to the top of the list after running
and go through a second time.
