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Zendesk Support Admin Certification Exam
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Zendesk Support Admin Certification Exam ...
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By: carnett • 2 weeks ago
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Zendesk Support Admin Certification Exam 2023 -2024 What is a View? - ANSWER Group tickets based on criteria that the Admin defines. What are Ticket Fields? - ANSWER Areas inside tickets to add in more contextual information about the customer. What are Events? - 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? - ANSWER Enable agents to update tickets with scripted answers based on predefined actions/events. What are the 3 types of Business Rules? - ANSWER Triggers, Automations, and SLAs. What type of Business Rule is event-based? - ANSWER Triggers What type of Business Rules are time-based? - ANSWER Automations and SLAs. What is an Automation? - 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? - 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? - ANSWER End-Users, Agents, and Administrators. What is a Group? - ANSWER A collection of agents created/grouped together based on certain attributes (region, language, department, team, etc.). What is an Organization? - 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? - ANSWER No, you may also use a Zendesk Alias. What does the 'Play' button do? - 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? - 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? - ANSWER Type (Problem, Question, Incident, Task) and Priority (Low, Medium, High) 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. What is a Ticket Form? - 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? - ANSWER 12 views What is the max number of personal views? - ANSWER 8 views What is a Placeholder {{}}? - ANSWER 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? - ANSWER 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? - ANSWER No, only an Admin can do this. What is a Schedule? - ANSWER Defining your business's hours of operation to build better workflows. When are SLAs used? - ANSWER 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.The benefits of buying summaries with Stuvia:
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