1|Page
ZENDESK SUPPORT ADMIN CERTIFICATION EXAM
2025 WITH 100% VERIFIED QUESTIONS AND EXPERT
SOLUTIONS| GUARANTEED VALUE AND SUCCESS.
What is a View? - (answers)Group tickets based on criteria that the Admin
defines.
What are Ticket Fields? - (answers)Areas inside tickets to add in more contextual
information about the customer.
What are Events? - (answers)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? - (answers)Enable agents to update tickets with scripted
answers based on predefined actions/events.
What are the 3 types of Business Rules? - (answers)Triggers, Automations, and
SLAs.
What type of Business Rule is event-based? - (answers)Triggers
What type of Business Rules are time-based? - (answers)Automations and SLAs.
What is an Automation? - (answers)A Business Rule in which something happens
to the ticket after a certain amount of time has elapsed and the ticket meets
certain conditions.
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What the 4 types of channels in which tickets can be created from? -
(answers)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? - (answers)End-Users, Agents, and
Administrators.
What is a Group? - (answers)A collection of agents created/grouped together
based on certain attributes (region, language, department, team, etc.).
What is an Organization? - (answers)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? - (answers)No, you may also use a
Zendesk Alias.
What does the 'Play' button do? - (answers)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? - (answers)A Follower is
similar to a BCC in an email.
ZENDESK SUPPORT ADMIN CERTIFICATION EXAM
2025 WITH 100% VERIFIED QUESTIONS AND EXPERT
SOLUTIONS| GUARANTEED VALUE AND SUCCESS.
What is a View? - (answers)Group tickets based on criteria that the Admin
defines.
What are Ticket Fields? - (answers)Areas inside tickets to add in more contextual
information about the customer.
What are Events? - (answers)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? - (answers)Enable agents to update tickets with scripted
answers based on predefined actions/events.
What are the 3 types of Business Rules? - (answers)Triggers, Automations, and
SLAs.
What type of Business Rule is event-based? - (answers)Triggers
What type of Business Rules are time-based? - (answers)Automations and SLAs.
What is an Automation? - (answers)A Business Rule in which something happens
to the ticket after a certain amount of time has elapsed and the ticket meets
certain conditions.
, 2|Page
What the 4 types of channels in which tickets can be created from? -
(answers)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? - (answers)End-Users, Agents, and
Administrators.
What is a Group? - (answers)A collection of agents created/grouped together
based on certain attributes (region, language, department, team, etc.).
What is an Organization? - (answers)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? - (answers)No, you may also use a
Zendesk Alias.
What does the 'Play' button do? - (answers)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? - (answers)A Follower is
similar to a BCC in an email.
