Exam (elaborations)
Zendesk Support Admin Certification Questions and Answers 2024
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Zendesk Support Admin Certification
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Zendesk Support Admin CertificationWhat 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? - answerEnd-Users, Agents, and Administrators.
What is a Group? - answerA collection of agents created/grouped together based on
certain attributes (region, language, department, team, etc.).
What is an Organization? - answerAn 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? - answerNo, you may also use a Zendesk
Alias.
What does the 'Play' button do? - answerServes 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? - answerA 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? - answerType (Problem, Question, Incident, Task) and Priority (Low,
Medium, High)
How can an Admin leverage Problem & Incident tickets? - answerIf 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? - answerA 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? - answer12 views
What is the max number of personal views? - answer8 views
What is a Placeholder {{}}? - answerA 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? - answerLeverage 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? - answerNo, only an Admin can do
this.
What is a Schedule? - answerDefining your business's hours of operation to build better
workflows.
When are SLAs used? - answerWhen 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.
What is an example Schedule? - answerBuild in a trigger which stipulates that when it's
a holiday, the customer will receive a macro notification upon receivable of a request
that their business is closed for the holiday and will resume on Monday.
How do you make sure that Automations don't keep firing? - answerAdd tags to the
conditions and the action of the Automation.
What is a Tag? - answerWords or combination of words an Admin can use to add more
context to tickets. Using tags can also improve/automate workflows and reporting.
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