Zendesk Support Admin Certification
Exam Questions and Answers (Latest
Update 2025)
What is a View? - Correct Answer ✅ Group tickets based on
criteria that the Admin defines.
What are Ticket Fields? - Correct Answer ✅ Areas inside
tickets to add in more contextual information about the
customer.
What are Events? - Correct Answer ✅ 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 Answer ✅ Enable agents to
update tickets with scripted answers based on predefined
actions/events.
What are the 3 types of Business Rules? - Correct Answer
✅ Triggers, Automations, and SLAs.
What type of Business Rule is event-based? - Correct
Answer ✅ Triggers
,Zendesk Support Admin Certification
Exam Questions and Answers (Latest
Update 2025)
What type of Business Rules are time-based? - Correct
Answer ✅ Automations and SLAs.
What is an Automation? - Correct Answer ✅ 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 Answer ✅ 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 Answer ✅
End-Users, Agents, and Administrators.
What is a Group? - Correct Answer ✅ A collection of agents
created/grouped together based on certain attributes (region,
language, department, team, etc.).
, Zendesk Support Admin Certification
Exam Questions and Answers (Latest
Update 2025)
What is an Organization? - Correct Answer ✅ 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
Answer ✅ No, you may also use a Zendesk Alias.
What does the 'Play' button do? - Correct Answer ✅ Serves
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? -
Correct Answer ✅ A 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? - Correct Answer
✅ Type (Problem, Question, Incident, Task) and Priority (Low,
Medium, High)
Exam Questions and Answers (Latest
Update 2025)
What is a View? - Correct Answer ✅ Group tickets based on
criteria that the Admin defines.
What are Ticket Fields? - Correct Answer ✅ Areas inside
tickets to add in more contextual information about the
customer.
What are Events? - Correct Answer ✅ 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 Answer ✅ Enable agents to
update tickets with scripted answers based on predefined
actions/events.
What are the 3 types of Business Rules? - Correct Answer
✅ Triggers, Automations, and SLAs.
What type of Business Rule is event-based? - Correct
Answer ✅ Triggers
,Zendesk Support Admin Certification
Exam Questions and Answers (Latest
Update 2025)
What type of Business Rules are time-based? - Correct
Answer ✅ Automations and SLAs.
What is an Automation? - Correct Answer ✅ 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 Answer ✅ 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 Answer ✅
End-Users, Agents, and Administrators.
What is a Group? - Correct Answer ✅ A collection of agents
created/grouped together based on certain attributes (region,
language, department, team, etc.).
, Zendesk Support Admin Certification
Exam Questions and Answers (Latest
Update 2025)
What is an Organization? - Correct Answer ✅ 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
Answer ✅ No, you may also use a Zendesk Alias.
What does the 'Play' button do? - Correct Answer ✅ Serves
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? -
Correct Answer ✅ A 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? - Correct Answer
✅ Type (Problem, Question, Incident, Task) and Priority (Low,
Medium, High)
