Zendesk Support Admin Certification Exam Questions With 100% Correct Answers 2024

Zendesk Support Admin Certification Exam Questions With 100% Correct Answers 2024 What is a View? - answerGroup tickets based on criteria that the Admin defines. What are Ticket Fields? - answerAreas inside tickets to add in more contextual information about the customer. What are Events? - answerArea 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? - answerEnable agents to update tickets with scripted answers based on predefined actions/events. What are the 3 types of Business Rules? - answerTriggers, Automations, and SLAs. What type of Business Rule is event-based? - answerTriggers What type of Business Rules are time-based? - answerAutomations and SLAs. What is an Automation? - answerA 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? - answerWritten (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? - answerEnd-Users, Agents, and Administrators. What is a Group? - answerA collection of agents created/grouped together based on certain attributes (region, language, department, team, etc.). What is an Organization? - answerAn optional collection/grouping of End-Users. This collection of End-Users is usually grouped by domain name (i.e. @ or @). Do you have to add in a personal signature? - answerNo, you may also use a Zendesk Alias. What does the 'Play' button do? - answerServes 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? - answerA 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? - answerType (Problem, Question, Incident, Task) and Priority (Low, Medium, High) How can an Admin leverage Problem & Incident tickets? - answerIf 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? - answerA 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? - answer12 views What is the max number of personal views? - answer8 views What is a Placeholder {{}}? - answerA 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? - answerLeverage 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? - answerNo, only an Admin can do this. What is a Schedule? - answerDefining your business's hours of operation to build better workflows. When are SLAs used? - answerWhen you have a contractual response time agreement with certain customers, or when you have an internal response time standard which you want your agents/company to abide by. What is an example Schedule? - answerBuild in a trigger which stipulates that when it's a holiday, the customer will receive a macro notification upon receivable of a request that their business is closed for the holiday and will resume on Monday. How do you make sure that Automations don't keep firing? - answerAdd tags to the conditions and the action of the Automation. What is a Tag? - answerWords or combination of words an Admin can use to add more context to tickets. Using tags can also improve/automate workflows and reporting.