Zendesk Support Admin Certification |\ |\ |\ |\
questions with answers |\ |\
What is a View? - CORRECT ANSWERS ✔✔Group tickets based on
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criteria that the Admin defines.
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What are Ticket Fields? - CORRECT ANSWERS ✔✔Areas inside
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tickets to add in more contextual information about the customer.
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What are Events? - CORRECT ANSWERS ✔✔Area in the ticket
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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
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update tickets with scripted answers based on predefined
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actions/events.
What are the 3 types of Business Rules? - CORRECT ANSWERS
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✔✔Triggers, Automations, and SLAs. |\ |\ |\
What type of Business Rule is event-based? - CORRECT ANSWERS
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✔✔Triggers
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What type of Business Rules are time-based? - CORRECT
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ANSWERS ✔✔Automations and SLAs. |\ |\ |\
, What is an Automation? - CORRECT ANSWERS ✔✔A Business Rule
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in which something happens to the ticket after a certain amount
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of time has elapsed and the ticket meets certain conditions.
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What the 4 types of channels in which tickets can be created
|\ |\ |\ |\ |\ |\ |\ |\ |\ |\ |\ |\
from? - CORRECT ANSWERS ✔✔Written (Email, Web Widget, Web
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Form, etc.), Live (Chat, Talk, etc.), Social Media (Facebook,
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Twitter, etc.), and Advanced (API, Mobile SDK, etc.).
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What are the 3 types of user roles? - CORRECT ANSWERS ✔✔End-
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Users, Agents, and Administrators.
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What is a Group? - CORRECT ANSWERS ✔✔A collection of agents
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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. @apple.com or
|\ |\ |\ |\ |\ |\ |\ |\
@google.com).
Do you have to add in a personal signature? - CORRECT
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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.
|\ |\ |\ |\ |\ |\ |\
questions with answers |\ |\
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. @apple.com or
|\ |\ |\ |\ |\ |\ |\ |\
@google.com).
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.
|\ |\ |\ |\ |\ |\ |\
