Zendesk Support Admin Certification|
Questions with correct Answers (A+
GRADED 100% VERIFIED)
Are you able to restore/recover tickets that may have ended up in the deleted or
suspended tickets queue? - ANSWER: Yes for both. Deleted tickets remain in the
deleted ticket queue for 30 days and suspended tickets remain in the suspended
tickets queue for 14 days.
Can an Agent create Groups and Organizations? - ANSWER: No, only an Admin
can do this.
Do you have to add in a personal signature? - ANSWER: No, you may also use a
Zendesk Alias.
Does order matter for SLAs? If so, why? - ANSWER: Yes, order does matter for
SLAs because a ticket will get an applied SLA once its conditions satisfy the first
SLA policy it stumbles upon.
How can an Admin leverage Problem & Incident tickets? - 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.
How do you create a Restricted/Closed Zendesk Support Instance? - ANSWER:
Whitelist or Blacklist specific email domains or email addresses.
OR
Put IP restrictions into place so that you only get requests stemming from certain IP
ranges.
How do you make sure that Automations don't keep firing? - ANSWER: Add tags to
the conditions and the action of the Automation.
How is a Target determined for SLAs? - ANSWER: A Target is determined based on
the level of priority and the performance metric.
How is the average customer satisfaction score percentage (%) calculated? -
ANSWER: Total Positive Ratings / Total Ratings
, How long are the links within the customer satisfaction survey valid for? - ANSWER:
They are valid until the ticket is Closed.
How many satisfaction ratings are needed to calculate the Satisfaction Prediction
Score? - ANSWER: At least 200 satisfaction ratings.
How many SLA policies can be applied to a ticket at a given time? - ANSWER: Only
1 SLA policy can be applied to a ticket at a given time.
How often do Automations run? - ANSWER: Automations run once an hour on
non-closed tickets.
How would you create a workflow around the following situation: A ticket comes in at
10PM from a west coast customer and the SF office is not open. Since the SF office
is not open, we want to assign this ticket to the Dublin office so that they can get to
the ticket sooner. - ANSWER: You need to set up 2 triggers for this workflow:
1) Set up trigger which assigns tickets from west coast customers to the SF office
while in SF business hours (schedule).
2) Set up a trigger which assigns the ticket from a west coast customer to the Dublin
office if the ticket comes in from a west coast customer in non-SF business hours.
How would you set up an automation which closes tickets 4 days after a ticket has
been solved? - ANSWER: Ticket Status = Solved
Ticket Hours Since Solved = Greater Than 96 hours
Then
Ticket Status = Closed
How would you set up an escalation automation to escalate merchant tickets to
managers after no assignee on tickets in 48 hours? - ANSWER: Ticket Hours Since
Created = Greater Than 48 Hours
Ticket Group = Merchant Agents
Ticket Assignee = Blank
Then
Ticket Assigned = Merchant Managers Group
Ticket Priority = High
If an Agent marks a ticket as spam, does it go to the suspended or deleted tickets
queue? - ANSWER: Deleted tickets queue. Any other tickets stemming from that
same end-user will end up in the Suspended Tickets queue in which it will sit for 14
days.
Questions with correct Answers (A+
GRADED 100% VERIFIED)
Are you able to restore/recover tickets that may have ended up in the deleted or
suspended tickets queue? - ANSWER: Yes for both. Deleted tickets remain in the
deleted ticket queue for 30 days and suspended tickets remain in the suspended
tickets queue for 14 days.
Can an Agent create Groups and Organizations? - ANSWER: No, only an Admin
can do this.
Do you have to add in a personal signature? - ANSWER: No, you may also use a
Zendesk Alias.
Does order matter for SLAs? If so, why? - ANSWER: Yes, order does matter for
SLAs because a ticket will get an applied SLA once its conditions satisfy the first
SLA policy it stumbles upon.
How can an Admin leverage Problem & Incident tickets? - 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.
How do you create a Restricted/Closed Zendesk Support Instance? - ANSWER:
Whitelist or Blacklist specific email domains or email addresses.
OR
Put IP restrictions into place so that you only get requests stemming from certain IP
ranges.
How do you make sure that Automations don't keep firing? - ANSWER: Add tags to
the conditions and the action of the Automation.
How is a Target determined for SLAs? - ANSWER: A Target is determined based on
the level of priority and the performance metric.
How is the average customer satisfaction score percentage (%) calculated? -
ANSWER: Total Positive Ratings / Total Ratings
, How long are the links within the customer satisfaction survey valid for? - ANSWER:
They are valid until the ticket is Closed.
How many satisfaction ratings are needed to calculate the Satisfaction Prediction
Score? - ANSWER: At least 200 satisfaction ratings.
How many SLA policies can be applied to a ticket at a given time? - ANSWER: Only
1 SLA policy can be applied to a ticket at a given time.
How often do Automations run? - ANSWER: Automations run once an hour on
non-closed tickets.
How would you create a workflow around the following situation: A ticket comes in at
10PM from a west coast customer and the SF office is not open. Since the SF office
is not open, we want to assign this ticket to the Dublin office so that they can get to
the ticket sooner. - ANSWER: You need to set up 2 triggers for this workflow:
1) Set up trigger which assigns tickets from west coast customers to the SF office
while in SF business hours (schedule).
2) Set up a trigger which assigns the ticket from a west coast customer to the Dublin
office if the ticket comes in from a west coast customer in non-SF business hours.
How would you set up an automation which closes tickets 4 days after a ticket has
been solved? - ANSWER: Ticket Status = Solved
Ticket Hours Since Solved = Greater Than 96 hours
Then
Ticket Status = Closed
How would you set up an escalation automation to escalate merchant tickets to
managers after no assignee on tickets in 48 hours? - ANSWER: Ticket Hours Since
Created = Greater Than 48 Hours
Ticket Group = Merchant Agents
Ticket Assignee = Blank
Then
Ticket Assigned = Merchant Managers Group
Ticket Priority = High
If an Agent marks a ticket as spam, does it go to the suspended or deleted tickets
queue? - ANSWER: Deleted tickets queue. Any other tickets stemming from that
same end-user will end up in the Suspended Tickets queue in which it will sit for 14
days.
