Zendesk Support Admin Certification Complete Exam
Questions With Correct Answers
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.
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 which tickets can be created from?
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?
End-Users, Agents, and Administrators.
What is a Group?
A collection of agents created/grouped together based on certain attributes (region,
language, department, team, etc.).
What is an Organization?
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?
No, you may also use a Zendesk Alias.
What does the 'Play' button do?
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?
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?
Type (Problem, Question, Incident, Task) and Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets?
, 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.
What is a Ticket Form?
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?
12 views
What is the max number of personal views?
8 views
What is a Placeholder {{}}?
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?
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?
No, only an Admin can do this.
What is a Schedule?
Defining your business's hours of operation to build better workflows.
When are SLAs used?
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?
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?
Add tags to the conditions and the action of the Automation.
What is a Tag?
Words or combination of words an Admin can use to add more context to tickets. Using
tags can also improve/automate workflows and reporting.
What is a Workflow?
A combination of different features in Zendesk being used to generate the best
agent/customer experience.
What are the 3 types of Tags?
Ticket Tags, User Tags, and Organization Tags.
What is an example of an automatic ticket tag?
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?
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?
Questions With Correct Answers
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.
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 which tickets can be created from?
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?
End-Users, Agents, and Administrators.
What is a Group?
A collection of agents created/grouped together based on certain attributes (region,
language, department, team, etc.).
What is an Organization?
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?
No, you may also use a Zendesk Alias.
What does the 'Play' button do?
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?
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?
Type (Problem, Question, Incident, Task) and Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets?
, 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.
What is a Ticket Form?
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?
12 views
What is the max number of personal views?
8 views
What is a Placeholder {{}}?
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?
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?
No, only an Admin can do this.
What is a Schedule?
Defining your business's hours of operation to build better workflows.
When are SLAs used?
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?
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?
Add tags to the conditions and the action of the Automation.
What is a Tag?
Words or combination of words an Admin can use to add more context to tickets. Using
tags can also improve/automate workflows and reporting.
What is a Workflow?
A combination of different features in Zendesk being used to generate the best
agent/customer experience.
What are the 3 types of Tags?
Ticket Tags, User Tags, and Organization Tags.
What is an example of an automatic ticket tag?
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?
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?
