Zendesk Foundational Support Learning
Path Exam Questions & Answers (Grade
A+)
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? -
correct answer ✅Problem/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? -
correct answer ✅Customer's can edit
Which macro title would result in the macro nesting highlighted? -
correct answer ✅Customer::Order Issue Promo Code
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? -
correct answer ✅Level A/Billing/Tickets in agent's group
Path Exam Questions & Answers (Grade
A+)
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? -
correct answer ✅Problem/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? -
correct answer ✅Customer's can edit
Which macro title would result in the macro nesting highlighted? -
correct answer ✅Customer::Order Issue Promo Code
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? -
correct answer ✅Level A/Billing/Tickets in agent's group
