Zendesk Admin Exam Prep: Section 2
Automated Business Rules
What's the difference between a trigger and an automation? - CORRECT
ANSWER-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}}" - CORRECT ANSWER-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? - CORRECT ANSWER-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 - CORRECT ANSWER-(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 -
CORRECT ANSWER-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
Automated Business Rules
What's the difference between a trigger and an automation? - CORRECT
ANSWER-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}}" - CORRECT ANSWER-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? - CORRECT ANSWER-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 - CORRECT ANSWER-(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 -
CORRECT ANSWER-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
