Zendesk Admin Exam Prep: Section 2 Automated Business Rules (22%) Questions With Solutions
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Course
Zendesk
Institution
Zendesk
Zendesk Admin Exam Prep: Section 2
Automated Business Rules (22%) Questions
With Solutions
"You received this either because your client has created a ticket or their ticket has been updated
{{nt_formatted}}" This trigger is designed to email an account manager
anytime an incident ticket bel...
Zendesk Admin Exam Prep: Section 2
Automated Business Rules (22%) Questions
With Solutions
"You received this either because your client has created a ticket or their ticket has been updated
{{ticket.comment_formatted}}" This trigger is designed to email an account manager
anytime an incident ticket belonging to one of the accounts they manage is created or updated.
Because both of those conditions are included under the "any" category, it will fire on both
occasions.
How many events do we have in Zendesk? The only two events in Zendesk
A ticket is created with certain properties
A ticket is updated with certain properties
Keep in mind that a ticket will only be created once, while it may be updated many times.
If you're on an Enterprise plan which allows you an unlimited number of triggers.
Zendesk continues to work its way through the list checking each trigger against the ticket to see
if the conditions apply. If a trigger updates a ticket, THE CYCLE starts all over again.
Zendesk evaluates each trigger until all the triggers whose conditions were met have fired.
, Zendesk Admin Exam Prep: Section 2
Automated Business Rules (22%) Questions
With Solutions
What triggers do:
3 workflow types (1)Setting ticket properties. You can use triggers to set or update ticket
properties.
For example, tickets from certain customers could be designated high priority based on an
organization or customer profile tag.
(2)Assigning tickets. You can also use triggers to assign tickets with certain qualifications to a
particular group of agents. For example, you could build a trigger that runs on tickets with a 'VIP'
tag, then assigns those tickets to the agents that are equipped to deal with them.
(3) Notifying a person, group, or system. You can use triggers to notify customers, agents,
supervisors, or even someone outside Zendesk. A trigger can help you do this via email or
through a push notification to a system like a CRM.
An admin needs tickets from the company Caterwell to have their priority set to High, be
assigned to the Tier 1 Support Group, and have a notification sent to management. Re-order the
triggers listed below to achieve this goal.
A. If ticket priority is high, then assign ticket to Tier 1 Support group
, Zendesk Admin Exam Prep: Section 2
Automated Business Rules (22%) Questions
With Solutions
B. If ticket priority is blank, then set ticket priority to normal
C. If ticket priority is blank and requester is from Caterwell, then set ticket priority to high
D. If ticket is assigned to Tier 1 Support group, then notify management C. If ticket
priority is blank and requester is from Caterwell, then set ticket priority to high
B. If ticket priority is blank, then set ticket priority to normal
A. If ticket priority is high, then assign ticket to Tier 1 Support group
D. If ticket is assigned to Tier 1 Support group, then notify management
True or False: Each trigger runs only once, in the order in which it appears. False. A
trigger will continue to run on a ticket until all triggers have fired and/or no conditions are met.
This trigger is set to notify the requester and CC end users when an agent creates a ticket on their
behalf.
The conditions are set to send out this notification when the status of the ticket is new.
But the requester notification trigger did not fire to notify the requester when the agent created
the ticket. What could be the problem?
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