Zendesk Admin Exam Prep: Section 2 Automated Business Rules Exam Questions With 100% Correct Answers

Zendesk Admin Exam Prep: Section 2 Automated Business Rules Exam Questions With 100% Correct Answers What's the difference between a trigger and an automation? - answerTriggers are event- based. Automations are time-based. What does this trigger do? Meet ALL: Org I is IViv Vegan Type I is I incident Meet ANY: Ticket I is I created Ticket I is I updated Actions: Notify target I Account Manager "You received this either because your client has created a ticket or their ticket has been updated {{nt_formatted}}" - answerThis 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? - answerThe 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. What triggers do: 3 workflow types - answer(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 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 - answerC. 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. - answerFalse. 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 behal