Key Terms for Zendesk Support System
Exam Questions & Answers (Grade A+)
Admins -
correct answer ✅Agents with additional privileges to manage and
customize your Zendesk account. They are responsible for designing
and implementing the ticket workflow, and can do all of the actions
that agents can do.
Agents -
correct answer ✅The bulk of the support staff. They are assigned
tickets and interact with customers as needed to resolve support
issues. The agent's role and privileges are defined by admins.
End users -
correct answer ✅Referred to as customers. They generate support
requests from any of the available support channels but do not
have access to any of the administrator and agent features of
Support.
Groups -
correct answer ✅Groups collect team members together based on
criteria those team members have in common. Groups can only
contain team members and can be used to support organizations.
Exam Questions & Answers (Grade A+)
Admins -
correct answer ✅Agents with additional privileges to manage and
customize your Zendesk account. They are responsible for designing
and implementing the ticket workflow, and can do all of the actions
that agents can do.
Agents -
correct answer ✅The bulk of the support staff. They are assigned
tickets and interact with customers as needed to resolve support
issues. The agent's role and privileges are defined by admins.
End users -
correct answer ✅Referred to as customers. They generate support
requests from any of the available support channels but do not
have access to any of the administrator and agent features of
Support.
Groups -
correct answer ✅Groups collect team members together based on
criteria those team members have in common. Groups can only
contain team members and can be used to support organizations.
