Zendesk Support Admin Certification UPDATED ACTUAL Questions and
CORRECT Answers
What is a View? Group tickets based on criteria that the Admin defines.
Areas inside tickets to add in more contextual information
What are Ticket Fields?
about the customer.
Area in the ticket interface where agents can get a clearer
What are Events? view of all the updates that occurred during the ticket
lifecycle.
Enable agents to update tickets with scripted answers
What is a Macro?
based on predefined actions/events.
What are the 3 types of Business Rules? Triggers, Automations, and SLAs.
What type of Business Rule is event-based? Triggers
What type of Business Rules are time-based? Automations and SLAs.
A Business Rule in which something happens to the ticket
What is an Automation? after a certain amount of time has elapsed and the ticket
meets certain conditions.
Written (Email, Web Widget, Web Form, etc.), Live (Chat,
What the 4 types of channels in which tickets can be
Talk, etc.), Social Media (Facebook, Twitter, etc.), and Ad-
created from?
vanced (API, Mobile SDK, etc.).
What are the 3 types of user roles? End-Users, Agents, and Administrators.
A collection of agents created/grouped together based on
What is a Group? certain attributes (region, language, department, team,
etc.).
An optional collection/grouping of End-Users. This collec-
What is an Organization? tion 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? No, you may also use a Zendesk Alias.
Serves up the next available ticket instead of the agent
What does the 'Play' button do?
merely clicking on any available ticket in the ticket view.
, What is the difference between a CC and a Follower? A Follower is similar to a BCC in an email.
What are the 2 default Ticket/System Fields that come with Type (Problem, Question, Incident, Task) and Priority (Low,
any standard Zendesk Support account? Medium, High)
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
How can an Admin leverage Problem & Incident tickets?
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.
A form that allows the Agent to collect as much relevant
What is a Ticket Form? information as possible about the issue/customer from
the End-User.
What is the max number of shared views a user can see? 12 views
What is the max number of personal views? 8 views
A way in which to make replies more personal. Placehold-
What is a Placeholder {{}}?
ers can be the ticket ID, name, ticket subject, etc..
Leverage the Nesting feature (::) so that you can easily
What is the best way to organize your Macros? organize your macros similar to folders with organized
files inside.
Can an Agent create Groups and Organizations? No, only an Admin can do this.
Defining your business's hours of operation to build better
What is a Schedule?
workflows.
When you have a contractual response time agreement
with certain customers, or when you have an internal re-
When are SLAs used?
sponse time standard which you want your agents/com-
pany to abide by.
Build in a trigger which stipulates that when it's a holi-
What is an example Schedule?
day, the customer will receive a macro notification upon
CORRECT Answers
What is a View? Group tickets based on criteria that the Admin defines.
Areas inside tickets to add in more contextual information
What are Ticket Fields?
about the customer.
Area in the ticket interface where agents can get a clearer
What are Events? view of all the updates that occurred during the ticket
lifecycle.
Enable agents to update tickets with scripted answers
What is a Macro?
based on predefined actions/events.
What are the 3 types of Business Rules? Triggers, Automations, and SLAs.
What type of Business Rule is event-based? Triggers
What type of Business Rules are time-based? Automations and SLAs.
A Business Rule in which something happens to the ticket
What is an Automation? after a certain amount of time has elapsed and the ticket
meets certain conditions.
Written (Email, Web Widget, Web Form, etc.), Live (Chat,
What the 4 types of channels in which tickets can be
Talk, etc.), Social Media (Facebook, Twitter, etc.), and Ad-
created from?
vanced (API, Mobile SDK, etc.).
What are the 3 types of user roles? End-Users, Agents, and Administrators.
A collection of agents created/grouped together based on
What is a Group? certain attributes (region, language, department, team,
etc.).
An optional collection/grouping of End-Users. This collec-
What is an Organization? tion 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? No, you may also use a Zendesk Alias.
Serves up the next available ticket instead of the agent
What does the 'Play' button do?
merely clicking on any available ticket in the ticket view.
, What is the difference between a CC and a Follower? A Follower is similar to a BCC in an email.
What are the 2 default Ticket/System Fields that come with Type (Problem, Question, Incident, Task) and Priority (Low,
any standard Zendesk Support account? Medium, High)
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
How can an Admin leverage Problem & Incident tickets?
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.
A form that allows the Agent to collect as much relevant
What is a Ticket Form? information as possible about the issue/customer from
the End-User.
What is the max number of shared views a user can see? 12 views
What is the max number of personal views? 8 views
A way in which to make replies more personal. Placehold-
What is a Placeholder {{}}?
ers can be the ticket ID, name, ticket subject, etc..
Leverage the Nesting feature (::) so that you can easily
What is the best way to organize your Macros? organize your macros similar to folders with organized
files inside.
Can an Agent create Groups and Organizations? No, only an Admin can do this.
Defining your business's hours of operation to build better
What is a Schedule?
workflows.
When you have a contractual response time agreement
with certain customers, or when you have an internal re-
When are SLAs used?
sponse time standard which you want your agents/com-
pany to abide by.
Build in a trigger which stipulates that when it's a holi-
What is an example Schedule?
day, the customer will receive a macro notification upon
