Zendesk Support Admin Certification. | Exam Revision Questions
And Correct Answers | Graded A+ | 2025 Update |
What is a View? - Answer -Group tickets based on criteria that the Admin defines.
What are Ticket Fields? - Answer -Areas inside tickets to add in more contextual information about
the
customer.
What are Events? - 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? - Answer -Enable agents to update tickets with scripted answers based on
predefined
actions/events.
What are the 3 types of Business Rules? - Answer -Triggers, Automations, and SLAs.
What type of Business Rule is event-based? - Answer -Triggers
What type of Business Rules are time-based? - Answer -Automations and SLAs.
What is an Automation? - 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? - 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? - Answer -End-Users, Agents, and Administrators.
What is a Group? - Answer -A collection of agents created/grouped together based on certain
attributes
(region, language, department, team, etc.).
What is an Organization? - Answer -An optional collection/grouping of End-Users. This collection
of EndUsers is usually grouped by domain name (i.e. @apple.com or @google.com).
Do you have to add in a personal signature? - Answer -No, you may also use a Zendesk Alias.
, What does the 'Play' button do? - 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? - Answer -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? -
Answer -Type (Problem, Question, Incident, Task) and Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? - Answer -If there is a main problem
such as a
delivery driver gets into a car accident carrying multiple food orders. The Admin/Agent can create
one
main Problem ticket and then associate the other Incident tickets with the main Problem ticket.
Replying
to the one Problem ticket will have the reply also be applied to the downstream Incident tickets.
What is a Ticket Form? - Answer -A form that allows the Agent to collect as much relevant
information as
possible about the issue/customer from the End-User.
What is the max number of shared views a user can see? - Answer -12 views
What is the max number of personal views? - Answer -8 views
What is a Placeholder {{}}? - Answer -A way in which to make replies more personal.
Placeholders can be
the ticket ID, name, ticket subject, etc..
What is the best way to organize your Macros? - Answer -Leverage the Nesting feature (::) so that
you
can easily organize your macros similar to folders with organized files inside.
Can an Agent create Groups and Organizations? - Answer -No, only an Admin can do this.
What is a Schedule? - Answer -Defining your business's hours of operation to build better
workflows.
When are SLAs used? - Answer -When you have a contractual response time agreement with
certain
And Correct Answers | Graded A+ | 2025 Update |
What is a View? - Answer -Group tickets based on criteria that the Admin defines.
What are Ticket Fields? - Answer -Areas inside tickets to add in more contextual information about
the
customer.
What are Events? - 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? - Answer -Enable agents to update tickets with scripted answers based on
predefined
actions/events.
What are the 3 types of Business Rules? - Answer -Triggers, Automations, and SLAs.
What type of Business Rule is event-based? - Answer -Triggers
What type of Business Rules are time-based? - Answer -Automations and SLAs.
What is an Automation? - 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? - 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? - Answer -End-Users, Agents, and Administrators.
What is a Group? - Answer -A collection of agents created/grouped together based on certain
attributes
(region, language, department, team, etc.).
What is an Organization? - Answer -An optional collection/grouping of End-Users. This collection
of EndUsers is usually grouped by domain name (i.e. @apple.com or @google.com).
Do you have to add in a personal signature? - Answer -No, you may also use a Zendesk Alias.
, What does the 'Play' button do? - 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? - Answer -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? -
Answer -Type (Problem, Question, Incident, Task) and Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? - Answer -If there is a main problem
such as a
delivery driver gets into a car accident carrying multiple food orders. The Admin/Agent can create
one
main Problem ticket and then associate the other Incident tickets with the main Problem ticket.
Replying
to the one Problem ticket will have the reply also be applied to the downstream Incident tickets.
What is a Ticket Form? - Answer -A form that allows the Agent to collect as much relevant
information as
possible about the issue/customer from the End-User.
What is the max number of shared views a user can see? - Answer -12 views
What is the max number of personal views? - Answer -8 views
What is a Placeholder {{}}? - Answer -A way in which to make replies more personal.
Placeholders can be
the ticket ID, name, ticket subject, etc..
What is the best way to organize your Macros? - Answer -Leverage the Nesting feature (::) so that
you
can easily organize your macros similar to folders with organized files inside.
Can an Agent create Groups and Organizations? - Answer -No, only an Admin can do this.
What is a Schedule? - Answer -Defining your business's hours of operation to build better
workflows.
When are SLAs used? - Answer -When you have a contractual response time agreement with
certain
