Zendesk Support Admin Certification || Guaranteed Pass!!!

What is a View? correct answers Group tickets based on criteria that the Admin defines. What are Ticket Fields? correct answers Areas inside tickets to add in more contextual information about the customer. What are Events? correct answers 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 answers Enable agents to update tickets with scripted answers based on predefined actions/events. What are the 3 types of Business Rules? correct answers Triggers, Automations, and SLAs. What type of Business Rule is event-based? correct answers Triggers What type of Business Rules are time-based? correct answers Automations and SLAs. What is an Automation? correct answers 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 answers 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 answers End-Users, Agents, and Administrators. What is a Group? correct answers A collection of agents created/grouped together based on certain attributes (region, language, department, team, etc.). What is an Organization? correct answers An optional collection/grouping of End-Users. This collection of End-Users is usually grouped by domain name (i.e. @ or @). Do you have to add in a personal signature? correct answers No, you may also use a Zendesk Alias. What does the 'Play' button do? correct answers 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 answers 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 answers Type (Problem, Question, Incident, Task) and Priority (Low, Medium, High)