Exam (elaborations)
Zendesk Support Admin Certification Questions with Correct Answers.
- Course
- Institution
Zendesk Support Admin Certification Questions with Correct Answers.
[Show more]
Content preview
Zendesk Support Admin Certification Questions withCorrect Answers
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.
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller cracker. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $15.99. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
62890 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now