Zendesk Support Admin Certification
Exam With 100% Verified Answers 2025
What is a View? CORRECT ANSWERS Group tickets based on criteria that the Admin
defines.
What are Ticket Fields? CORRECT ANSWERS Areas inside tickets to add in more
contextual information about the customer.
What are Events? CORRECT 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? CORRECT ANSWERS Enable agents to update tickets with scripted
answers based on predefined actions/events.
What are the 3 types of Business Rules? CORRECT ANSWERS Triggers, Automations,
and SLAs.
What type of Business Rule is event-based? CORRECT ANSWERS Triggers
What type of Business Rules are time-based? CORRECT ANSWERS Automations and
SLAs.
What is an Automation? CORRECT 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? CORRECT
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? CORRECT ANSWERS End-Users, Agents, and
Administrators.
What is a Group? CORRECT ANSWERS A collection of agents created/grouped
together based on certain attributes (region, language, department, team, etc.).
What is an Organization? CORRECT 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? CORRECT ANSWERS No, you may also
use a Zendesk Alias.
, What does the 'Play' button do? CORRECT 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? CORRECT 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? CORRECT ANSWERS Type (Problem, Question, Incident, Task) and
Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? CORRECT 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? CORRECT 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? CORRECT ANSWERS 12
views
What is the max number of personal views? CORRECT ANSWERS 8 views
What is a Placeholder {{}}? CORRECT 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? CORRECT 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? CORRECT ANSWERS No, only an
Admin can do this.
What is a Schedule? CORRECT ANSWERS Defining your business's hours of
operation to build better workflows.
When are SLAs used? CORRECT 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? CORRECT 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.
Exam With 100% Verified Answers 2025
What is a View? CORRECT ANSWERS Group tickets based on criteria that the Admin
defines.
What are Ticket Fields? CORRECT ANSWERS Areas inside tickets to add in more
contextual information about the customer.
What are Events? CORRECT 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? CORRECT ANSWERS Enable agents to update tickets with scripted
answers based on predefined actions/events.
What are the 3 types of Business Rules? CORRECT ANSWERS Triggers, Automations,
and SLAs.
What type of Business Rule is event-based? CORRECT ANSWERS Triggers
What type of Business Rules are time-based? CORRECT ANSWERS Automations and
SLAs.
What is an Automation? CORRECT 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? CORRECT
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? CORRECT ANSWERS End-Users, Agents, and
Administrators.
What is a Group? CORRECT ANSWERS A collection of agents created/grouped
together based on certain attributes (region, language, department, team, etc.).
What is an Organization? CORRECT 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? CORRECT ANSWERS No, you may also
use a Zendesk Alias.
, What does the 'Play' button do? CORRECT 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? CORRECT 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? CORRECT ANSWERS Type (Problem, Question, Incident, Task) and
Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? CORRECT 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? CORRECT 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? CORRECT ANSWERS 12
views
What is the max number of personal views? CORRECT ANSWERS 8 views
What is a Placeholder {{}}? CORRECT 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? CORRECT 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? CORRECT ANSWERS No, only an
Admin can do this.
What is a Schedule? CORRECT ANSWERS Defining your business's hours of
operation to build better workflows.
When are SLAs used? CORRECT 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? CORRECT 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.
