ZENDESK SUPPORT ADMIN CERTIFICATION
QUESTIONS & ANSWERS
What is a View? - Answers-Group tickets based on criteria that the Admin defines.
What are Ticket Fields? - Answers-Areas inside tickets to add in more contextual
information about the customer.
What are Events? - 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? - Answers-Enable agents to update tickets with scripted answers
based on predefined actions/events.
What are the 3 types of Business Rules? - Answers-Triggers, Automations, and SLAs.
What type of Business Rule is event-based? - Answers-Triggers
What type of Business Rules are time-based? - Answers-Automations and SLAs.
What does the 'Play' button do? - Answers-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? - Answers-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? - Answers-Type (Problem, Question, Incident, Task) and Priority (Low,
Medium, High)
How can an Admin leverage Problem & Incident tickets? - Answers-If 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? - Answers-A 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? - Answers-12 views
What is the max number of personal views? - Answers-8 views
, What is a Placeholder {{}}? - Answers-A 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? - Answers-Leverage 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? - Answers-No, only an Admin can do
this.
What is a Schedule? - Answers-Defining your business's hours of operation to build
better workflows.
What is an Automation? - 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? - 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? - Answers-End-Users, Agents, and Administrators.
What is a Group? - Answers-A collection of agents created/grouped together based on
certain attributes (region, language, department, team, etc.).
What is an Organization? - 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? - Answers-No, you may also use a
Zendesk Alias.
When are SLAs used? - Answers-When 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? - Answers-Build 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? - Answers-Add tags to the
conditions and the action of the Automation.
What is a Tag? - Answers-Words or combination of words an Admin can use to add
more context to tickets. Using tags can also improve/automate workflows and reporting.
QUESTIONS & ANSWERS
What is a View? - Answers-Group tickets based on criteria that the Admin defines.
What are Ticket Fields? - Answers-Areas inside tickets to add in more contextual
information about the customer.
What are Events? - 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? - Answers-Enable agents to update tickets with scripted answers
based on predefined actions/events.
What are the 3 types of Business Rules? - Answers-Triggers, Automations, and SLAs.
What type of Business Rule is event-based? - Answers-Triggers
What type of Business Rules are time-based? - Answers-Automations and SLAs.
What does the 'Play' button do? - Answers-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? - Answers-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? - Answers-Type (Problem, Question, Incident, Task) and Priority (Low,
Medium, High)
How can an Admin leverage Problem & Incident tickets? - Answers-If 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? - Answers-A 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? - Answers-12 views
What is the max number of personal views? - Answers-8 views
, What is a Placeholder {{}}? - Answers-A 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? - Answers-Leverage 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? - Answers-No, only an Admin can do
this.
What is a Schedule? - Answers-Defining your business's hours of operation to build
better workflows.
What is an Automation? - 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? - 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? - Answers-End-Users, Agents, and Administrators.
What is a Group? - Answers-A collection of agents created/grouped together based on
certain attributes (region, language, department, team, etc.).
What is an Organization? - 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? - Answers-No, you may also use a
Zendesk Alias.
When are SLAs used? - Answers-When 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? - Answers-Build 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? - Answers-Add tags to the
conditions and the action of the Automation.
What is a Tag? - Answers-Words or combination of words an Admin can use to add
more context to tickets. Using tags can also improve/automate workflows and reporting.
