Zendesk Support Admin Certification
Exam Questions & Answers (Grade A+)
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
,Zendesk Support Admin Certification
Exam Questions & Answers (Grade A+)
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.).
, Zendesk Support Admin Certification
Exam Questions & Answers (Grade A+)
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.
What are the 2 default Ticket/System Fields that come with any
standard Zendesk Support account? -
correct answer ✅Type (Problem, Question, Incident, Task) and
Priority (Low, Medium, High)
Exam Questions & Answers (Grade A+)
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
,Zendesk Support Admin Certification
Exam Questions & Answers (Grade A+)
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.).
, Zendesk Support Admin Certification
Exam Questions & Answers (Grade A+)
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.
What are the 2 default Ticket/System Fields that come with any
standard Zendesk Support account? -
correct answer ✅Type (Problem, Question, Incident, Task) and
Priority (Low, Medium, High)
