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