Zendesk Support Admin Certification Exam
Questions With 100% Correct Answers 2024
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 ANSWER-Triggers,
Automations, and SLAs.
What type of Business Rule is event-based? - CORRECT ANSWER-Triggers
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-End-Users, 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. @apple.com or @google.com).
Do you have to add in a personal signature? - CORRECT ANSWER-No, 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 ANSWER-Type (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.
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 ANSWER-8 views
Questions With 100% Correct Answers 2024
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 ANSWER-Triggers,
Automations, and SLAs.
What type of Business Rule is event-based? - CORRECT ANSWER-Triggers
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-End-Users, 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. @apple.com or @google.com).
Do you have to add in a personal signature? - CORRECT ANSWER-No, 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 ANSWER-Type (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.
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 ANSWER-8 views
