Zendesk Support Admin Certification
UPDATED ACTUAL Questions and
CORRECT Answers
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
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.).
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)
How can an Admin leverage Problem & Incident tickets? - CORRECT ANSWER- 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? - CORRECT ANSWER- 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? - CORRECT ANSWER- 12 views
What is the max number of personal views? - CORRECT ANSWER- 8 views
UPDATED ACTUAL Questions and
CORRECT Answers
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
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.).
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)
How can an Admin leverage Problem & Incident tickets? - CORRECT ANSWER- 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? - CORRECT ANSWER- 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? - CORRECT ANSWER- 12 views
What is the max number of personal views? - CORRECT ANSWER- 8 views
