Zendesk Support Admin Certification
Exam Questions and Answers 100%
Solved
What is a View? - ✔✔Group tickets based on criteria that the Admin
defines.
What are Ticket Fields? - ✔✔Areas inside tickets to add in more contextual
information about the customer.
What are Events? - ✔✔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? - ✔✔Enable agents to update tickets with scripted
answers based on predefined actions/events.
What are the 3 types of Business Rules? - ✔✔Triggers, Automations, and
SLAs.
What type of Business Rule is event-based? - ✔✔Triggers
What type of Business Rules are time-based? - ✔✔Automations and SLAs.
1
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
,What is an Automation? - ✔✔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? -
✔✔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? - ✔✔End-Users, Agents, and
Administrators.
What is a Group? - ✔✔A collection of agents created/grouped together
based on certain attributes (region, language, department, team, etc.).
What is an Organization? - ✔✔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? - ✔✔No, you may also use a
Zendesk Alias.
What does the 'Play' button do? - ✔✔Serves up the next available ticket
instead of the agent merely clicking on any available ticket in the ticket
view.
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, What is the difference between a CC and a Follower? - ✔✔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? - ✔✔Type (Problem, Question, Incident, Task)
and Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? - ✔✔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? - ✔✔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? - ✔✔12 views
What is the max number of personal views? - ✔✔8 views
What is a Placeholder {{}}? - ✔✔A way in which to make replies more
personal. Placeholders can be the ticket ID, name, ticket subject, etc..
3
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
Exam Questions and Answers 100%
Solved
What is a View? - ✔✔Group tickets based on criteria that the Admin
defines.
What are Ticket Fields? - ✔✔Areas inside tickets to add in more contextual
information about the customer.
What are Events? - ✔✔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? - ✔✔Enable agents to update tickets with scripted
answers based on predefined actions/events.
What are the 3 types of Business Rules? - ✔✔Triggers, Automations, and
SLAs.
What type of Business Rule is event-based? - ✔✔Triggers
What type of Business Rules are time-based? - ✔✔Automations and SLAs.
1
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
,What is an Automation? - ✔✔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? -
✔✔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? - ✔✔End-Users, Agents, and
Administrators.
What is a Group? - ✔✔A collection of agents created/grouped together
based on certain attributes (region, language, department, team, etc.).
What is an Organization? - ✔✔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? - ✔✔No, you may also use a
Zendesk Alias.
What does the 'Play' button do? - ✔✔Serves up the next available ticket
instead of the agent merely clicking on any available ticket in the ticket
view.
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, What is the difference between a CC and a Follower? - ✔✔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? - ✔✔Type (Problem, Question, Incident, Task)
and Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? - ✔✔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? - ✔✔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? - ✔✔12 views
What is the max number of personal views? - ✔✔8 views
What is a Placeholder {{}}? - ✔✔A way in which to make replies more
personal. Placeholders can be the ticket ID, name, ticket subject, etc..
3
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
