Zendesk Support Admin Certification Questions with
Correct Answers
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
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.).
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.
Correct Answers
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
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.).
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.
