ZENDESK FOUNDATIONAL SUPPORT
LEARNING PATH QUIZ AND ANSWERS
2026
An agent notices tickets coming in from multiple customers referencing the same 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? -
You are onboarding a new agent who will primarily work on Level A support requests
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 group that not all Level A agents
should have access to. Which group(s)/ticket access is required for this agent? -
ANSWERSLevel A/Billing/Tickets in agent's group
An admin would like to configure group mapping so a group of their agents receives
tickets from a specific organization. For the configuration to work the admin must... -
ANSWERSSelect the group of agents from the organization's profile
ANSWERSProblem/Incident
An admin needs to configure a drop-down ticket field that can be edited by both agents
and customers submitting requests from the web form in the help center. Which ticket
field permission is required? - ANSWERSCustomer's can edit
Which macro title would result in the macro nesting highlighted? -
ANSWERSCustomer::Order Issue Promo Code
You've created a new trigger to notify your customers of when you are closed for a
holiday. What's the correct course of action after realizing your customers are receiving
two "received request" notifications while your company is closed on holidays? -
ANSWERSModify the Notify requester of received request default trigger with: On a
holiday? | Is | No
An admin at a clothing manufacturing company who is both B2B and B2C needs to
configure their Zendesk to accept support requests from anyone that is a potential
customer, but also works with specific clothing vendors that only some agents
specialize in. Which Zendesk access level should this admin configure? -
ANSWERSOpen
An admin has created this automation to notify the Tier 1 managers group when a ticket
has not been updated in 24 hours. When they try to save the automation they receive
an error message: "Automation must not run multiple times per ticket. It must have a
LEARNING PATH QUIZ AND ANSWERS
2026
An agent notices tickets coming in from multiple customers referencing the same 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? -
You are onboarding a new agent who will primarily work on Level A support requests
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 group that not all Level A agents
should have access to. Which group(s)/ticket access is required for this agent? -
ANSWERSLevel A/Billing/Tickets in agent's group
An admin would like to configure group mapping so a group of their agents receives
tickets from a specific organization. For the configuration to work the admin must... -
ANSWERSSelect the group of agents from the organization's profile
ANSWERSProblem/Incident
An admin needs to configure a drop-down ticket field that can be edited by both agents
and customers submitting requests from the web form in the help center. Which ticket
field permission is required? - ANSWERSCustomer's can edit
Which macro title would result in the macro nesting highlighted? -
ANSWERSCustomer::Order Issue Promo Code
You've created a new trigger to notify your customers of when you are closed for a
holiday. What's the correct course of action after realizing your customers are receiving
two "received request" notifications while your company is closed on holidays? -
ANSWERSModify the Notify requester of received request default trigger with: On a
holiday? | Is | No
An admin at a clothing manufacturing company who is both B2B and B2C needs to
configure their Zendesk to accept support requests from anyone that is a potential
customer, but also works with specific clothing vendors that only some agents
specialize in. Which Zendesk access level should this admin configure? -
ANSWERSOpen
An admin has created this automation to notify the Tier 1 managers group when a ticket
has not been updated in 24 hours. When they try to save the automation they receive
an error message: "Automation must not run multiple times per ticket. It must have a
