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Zendesk Support Admin Certification Exam Questions With Complete Solutions!!
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Zendesk Support Admin Certification Exam Questions With Complete Solutions!!
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Name: Score:82 Multiple choice questions
Term 1 of 82
If edit/create a ticket field, will a tag automatically generate by an End-User or Agent using that
specific field.
Yes
No
Term 2 of 82
How would you set up an automation which closes tickets 4 days after a ticket has been solved?
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.
1) Delimiter: displays the ##-Please type your reply above this line-##
2) Content: displays the email body
Ticket Status = Solved
Ticket Hours Since Solved = Greater Than 96 hours
Then
Ticket Status = Closed
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.
,Term 3 of 82
What is the best way to organize Triggers and Automations? Think: SAN
1000 tickets in a single automation cycle (oldest to newest).
Total Positive Ratings / Total Ratings
An Archived Ticket is one that has been closed for 120 days. The only thing you can do with
Archived Tickets are delete them.
SAN = Set, Assign, Notify
Term 4 of 82
What are the 2 types of channels that can be enabled within the Web Widget?
1) Delimiter: displays the ##-Please type your reply above this line-##
2) Content: displays the email body
Setting ticket properties, assigning tickets to specific users/groups, and notifying specific
people/groups.
Self-Service Channels (Guide/Help Center & Answer Bot) and Live Channels (Chat & Talk).
Type (Problem, Question, Incident, Task) and Priority (Low, Medium, High)
Definition 5 of 82
Yes, it is very important to organize triggers because triggers fire in the order of their position.
Additionally, you want to make sure that if one trigger is fired, the ticket's new properties don't
cause another trigger to fire off, and so on and so forth.
What is an example Schedule?
Is it important organize Triggers? If so, why?
Is it possible to bulk delete closed tickets?
How can an Admin leverage Problem & Incident tickets?
,Term 6 of 82
What is the definition of 'Current User'?
Ticket Hours Since Created = Greater Than 48 Hours
Ticket Group = Merchant Agents
Ticket Assignee = Blank
Then
Ticket Assigned = Merchant Managers Group
Ticket Priority = High
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.
No, you need to create a trigger which states that whenever a Side Conversation is created
or updated by the Agent, the ticket status is moved to Pending.
The End-User or Agent who created or last updated the ticket.
Term 7 of 82
Does order matter for SLAs? If so, why?
Only 1 SLA policy can be applied to a ticket at a given time.
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.
When an End-User chooses certain drop-downs in a field, those chosen fields may
automatically add tags to the ticket if configured within the field settings.
No, you need to create a trigger which states that whenever a Side Conversation is created
or updated by the Agent, the ticket status is moved to Pending.
, Term 8 of 82
Is it important to organize Automations? If so, why?
Yes, it is very important to organize Automations because Automations fire in order of their
position. For example, if you have an automation that sets a ticket's priority to High and an
automation that sets a ticket's priority to Urgent, make sure that the ticket automation which
sets to the ticket's priority to High is listed first.
1) End-Users can manually select the language of their choice within the Help Center if the
Admin has enabled multiple languages in Guide.
2) Agents can manually select the language a specific customer uses within the End-User
Profile.
3) Zendesk Support can automatically detect and set language via email and the web
widget. The web browser (i.e Google Chrome) language settings can automatically set the
language for the web widget.
Yes, it is very important to organize triggers because triggers fire in the order of their
position. Additionally, you want to make sure that if one trigger is fired, the ticket's new
properties don't cause another trigger to fire off, and so on and so forth.
No, tickets marked as Closed cannot be bulk deleted. You have to use the bulk delete API
to delete Closed tickets in bulk. Otherwise, you can only individually delete Closed tickets.
Term 9 of 82
If an Agent marks a ticket as spam, does it go to the suspended or deleted tickets queue?
Those tickets will be suspended and sit in the suspended tickets queue for 14 days.
Written (Email, Web Widget, Web Form, etc.), Live (Chat, Talk, etc.), Social Media (Facebook,
Twitter, etc.), and Advanced (API, Mobile SDK, etc.).
Self-Service channels will be presented first and then Live Channels. Answer Bot will be
prioritized over Help Center and Chat will be prioritized over Talk.
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.
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