Page |1
ZENDESK SUPPORT ADMIN CERTIFICATION
EXAM 2025 WITH 100% VERIFIED QUESTIONS
AND EXPERT SOLUTIONS| GUARANTEED
VALUE AND SUCCESS.
What are some examples of permissions/settings that can be set for Ticket
Forms? - correct answer - Can make fields *required or optional, visible
only to end-users or agents, etc..
What are the 2 types of email templates? - correct answer - 1) HTML
Template
2) Text Template
What are the 2 placeholders which are required for the HTML email
template? - correct answer - 1) Delimiter: displays the ##-Please type your
reply above this line-##
2) Content: displays the email body
What is Liquid Markup? - correct answer - You need to enable Liquid
Markup if your Zendesk Support instance is supporting multiple brands.
You may need to use the custom HTML template and customized
triggers/automations to support a multi-brand workflow.
, Page |2
What's the difference between enabling Answer Bot and Help Center in the
Web Widget? - correct answer - Answer Bot suggests certain Guide articles
based upon the End-User's request. Help Center uses contextual help
within the Web Widget so that End-Users can find the articles they need
using certain key words which are defined within the articles.
What are the 2 types of channels that can be enabled within the Web
Widget? - correct answer - Self-Service Channels (Guide/Help Center &
Answer Bot) and Live Channels (Chat & Talk).
If both Self-Service Channels and Live Channels are enabled within the
Web Widget, what is the order in which they are presented? - correct
answer - Self-Service channels will be presented first and then Live
Channels. Answer Bot will be prioritized over Help Center and Chat will be
prioritized over Talk.
Is it possible to use a combination of triggers and schedules to create a
great customer experience? - correct answer - Yes, if you have multiple
schedules you will need to set up multiple triggers. For example, if a ticket
is created and it is outside the SF office business hours, you can create a
trigger which assigns tickets to the Dublin office if the schedule is outside of
SF business hours.
Does order matter for SLAs? If so, why? - correct answer - Yes, order does
matter for SLAs because a ticket will get an applied SLA once its conditions
satisfy the first SLA policy it stumbles upon.
, Page |3
What is a Service Level Agreement (SLA)? - correct answer - A
commitment that specifies certain performance measures whether that be a
timely response or a timely resolution.
How many SLA policies can be applied to a ticket at a given time? - correct
answer - Only 1 SLA policy can be applied to a ticket at a given time.
How is a Target determined for SLAs? - correct answer - A Target is
determined based on the level of priority and the performance metric.
What are Side Conversations? - correct answer - A tool that enables
Agents to solicit input or expertise on a customer support issue and retain
that information in the ticket itself. This is helpful because it allows for a
single record of communications to get a customer's issue solved.
What is the difference between a Light Agent and a Recipient in the context
of Side Conversations? - correct answer - Light Agents can view and add
internal comments to a ticket. A Recipient cannot view tickets, but their
comment to a Side Conversation gets added as an internal note to the
main ticket so that all comments live within the ticket (single record).
When a Side Conversation is created within a ticket, is the status of the
ticket automatically moved to Pending? - correct answer - No, you need to
ZENDESK SUPPORT ADMIN CERTIFICATION
EXAM 2025 WITH 100% VERIFIED QUESTIONS
AND EXPERT SOLUTIONS| GUARANTEED
VALUE AND SUCCESS.
What are some examples of permissions/settings that can be set for Ticket
Forms? - correct answer - Can make fields *required or optional, visible
only to end-users or agents, etc..
What are the 2 types of email templates? - correct answer - 1) HTML
Template
2) Text Template
What are the 2 placeholders which are required for the HTML email
template? - correct answer - 1) Delimiter: displays the ##-Please type your
reply above this line-##
2) Content: displays the email body
What is Liquid Markup? - correct answer - You need to enable Liquid
Markup if your Zendesk Support instance is supporting multiple brands.
You may need to use the custom HTML template and customized
triggers/automations to support a multi-brand workflow.
, Page |2
What's the difference between enabling Answer Bot and Help Center in the
Web Widget? - correct answer - Answer Bot suggests certain Guide articles
based upon the End-User's request. Help Center uses contextual help
within the Web Widget so that End-Users can find the articles they need
using certain key words which are defined within the articles.
What are the 2 types of channels that can be enabled within the Web
Widget? - correct answer - Self-Service Channels (Guide/Help Center &
Answer Bot) and Live Channels (Chat & Talk).
If both Self-Service Channels and Live Channels are enabled within the
Web Widget, what is the order in which they are presented? - correct
answer - Self-Service channels will be presented first and then Live
Channels. Answer Bot will be prioritized over Help Center and Chat will be
prioritized over Talk.
Is it possible to use a combination of triggers and schedules to create a
great customer experience? - correct answer - Yes, if you have multiple
schedules you will need to set up multiple triggers. For example, if a ticket
is created and it is outside the SF office business hours, you can create a
trigger which assigns tickets to the Dublin office if the schedule is outside of
SF business hours.
Does order matter for SLAs? If so, why? - correct answer - Yes, order does
matter for SLAs because a ticket will get an applied SLA once its conditions
satisfy the first SLA policy it stumbles upon.
, Page |3
What is a Service Level Agreement (SLA)? - correct answer - A
commitment that specifies certain performance measures whether that be a
timely response or a timely resolution.
How many SLA policies can be applied to a ticket at a given time? - correct
answer - Only 1 SLA policy can be applied to a ticket at a given time.
How is a Target determined for SLAs? - correct answer - A Target is
determined based on the level of priority and the performance metric.
What are Side Conversations? - correct answer - A tool that enables
Agents to solicit input or expertise on a customer support issue and retain
that information in the ticket itself. This is helpful because it allows for a
single record of communications to get a customer's issue solved.
What is the difference between a Light Agent and a Recipient in the context
of Side Conversations? - correct answer - Light Agents can view and add
internal comments to a ticket. A Recipient cannot view tickets, but their
comment to a Side Conversation gets added as an internal note to the
main ticket so that all comments live within the ticket (single record).
When a Side Conversation is created within a ticket, is the status of the
ticket automatically moved to Pending? - correct answer - No, you need to
