Zendesk Foundational Support Learning Path Quiz.pdf file:///C:/Users/HP/Desktop/New%20fo/Zendesk%20Foundational%2
Zendesk Foundational Support Learning Path Quiz
Actual Questions & Verified Answers
1. An agent notices tickets coming in from multiple customers referencing thesame issue.
Which workflow in Zendesk should the agent create to have an internal note link the
customers' tickets, and update all the tickets at once when the root cause is resolved?
Answer Problem/Incident
2. An admin needs to configure a drop-down ticket field that can be edited byboth agents
and customers submitting requests from the web form in the helpcenter. Which ticket field
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1 of 6 9/10/2024, 8:36
,Zendesk Foundational Support Learning Path Quiz.pdf file:///C:/Users/HP/Desktop/New%20fo/Zendesk%20Foundational%2
permission is required?
Answer Customer's can edit
3. Which macro title would result in the macro nesting highlighted?
Answer Cus-tomer ;Order Issue Promo Code
4. You are onboarding a new agent who will primarily work on Level A supportrequests
with the rest of their team. This agent also needs to see when the billing department
receives Level A billing tickets, which is a separate groupthat not all Level A agents
should have access to. Which group(s)/ticket access is required for this agent?
Answer Level A/Billing/Tickets in agent's group
2/2
2 of 6 9/10/2024, 8:36
Zendesk Foundational Support Learning Path Quiz
Actual Questions & Verified Answers
1. An agent notices tickets coming in from multiple customers referencing thesame issue.
Which workflow in Zendesk should the agent create to have an internal note link the
customers' tickets, and update all the tickets at once when the root cause is resolved?
Answer Problem/Incident
2. An admin needs to configure a drop-down ticket field that can be edited byboth agents
and customers submitting requests from the web form in the helpcenter. Which ticket field
1/2
1 of 6 9/10/2024, 8:36
,Zendesk Foundational Support Learning Path Quiz.pdf file:///C:/Users/HP/Desktop/New%20fo/Zendesk%20Foundational%2
permission is required?
Answer Customer's can edit
3. Which macro title would result in the macro nesting highlighted?
Answer Cus-tomer ;Order Issue Promo Code
4. You are onboarding a new agent who will primarily work on Level A supportrequests
with the rest of their team. This agent also needs to see when the billing department
receives Level A billing tickets, which is a separate groupthat not all Level A agents
should have access to. Which group(s)/ticket access is required for this agent?
Answer Level A/Billing/Tickets in agent's group
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2 of 6 9/10/2024, 8:36
