Zendesk Admin Exam Prep: Section 2 Automated Business Rules |
Exam Revision Questions And Correct Answers | Graded A+ | 2025
Update |
What's the difference between a trigger and an automation? - Answer -Triggers are event-based.
Automations are time-based.
What does this trigger do?
Meet ALL:
Org I is IViv Vegan
Type I is I incident
Meet ANY:
Ticket I is I created
Ticket I is I updated
Actions:
Notify target I Account Manager
"You received this either because your client has created a ticket or their ticket has been updated
{{ticket.comment_formatted}}" - Answer -This trigger is designed to email an account manager
anytime
an incident ticket belonging to one of the accounts they manage is created or updated. Because
both of
those conditions are included under the "any" category, it will fire on both occasions.
How many events do we have in Zendesk? - Answer -The only two events in Zendesk
A ticket is created with certain properties
A ticket is updated with certain properties
Keep in mind that a ticket will only be created once, while it may be updated many times.
If you're on an Enterprise plan which allows you an unlimited number of triggers.
Zendesk continues to work its way through the list checking each trigger against the ticket to see
if the
, conditions apply. If a trigger updates a ticket, THE CYCLE starts all over again.
Zendesk evaluates each trigger until all the triggers whose conditions were met have fired.
What triggers do:
3 workflow types - Answer -(1)Setting ticket properties. You can use triggers to set or update ticket
properties.
For example, tickets from certain customers could be designated high priority based on an
organization
or customer profile tag.
(2)Assigning tickets. You can also use triggers to assign tickets with certain qualifications to a
particular
group of agents. For example, you could build a trigger that runs on tickets with a 'VIP' tag, then
assigns
those tickets to the agents that are equipped to deal with them.
(3) Notifying a person, group, or system. You can use triggers to notify customers, agents,
supervisors, or
even someone outside Zendesk. A trigger can help you do this via email or through a push
notification to
a system like a CRM.
An admin needs tickets from the company Caterwell to have their priority set to High, be assigned
to the
Tier 1 Support Group, and have a notification sent to management. Re-order the triggers listed
below to
achieve this goal.
A. If ticket priority is high, then assign ticket to Tier 1 Support group
B. If ticket priority is blank, then set ticket priority to normal
C. If ticket priority is blank and requester is from Caterwell, then set ticket priority to high
D. If ticket is assigned to Tier 1 Support group, then notify management - Answer -C. If ticket
priority is
blank and requester is from Caterwell, then set ticket priority to high
B. If ticket priority is blank, then set ticket priority to normal
A. If ticket priority is high, then assign ticket to Tier 1 Support group
Exam Revision Questions And Correct Answers | Graded A+ | 2025
Update |
What's the difference between a trigger and an automation? - Answer -Triggers are event-based.
Automations are time-based.
What does this trigger do?
Meet ALL:
Org I is IViv Vegan
Type I is I incident
Meet ANY:
Ticket I is I created
Ticket I is I updated
Actions:
Notify target I Account Manager
"You received this either because your client has created a ticket or their ticket has been updated
{{ticket.comment_formatted}}" - Answer -This trigger is designed to email an account manager
anytime
an incident ticket belonging to one of the accounts they manage is created or updated. Because
both of
those conditions are included under the "any" category, it will fire on both occasions.
How many events do we have in Zendesk? - Answer -The only two events in Zendesk
A ticket is created with certain properties
A ticket is updated with certain properties
Keep in mind that a ticket will only be created once, while it may be updated many times.
If you're on an Enterprise plan which allows you an unlimited number of triggers.
Zendesk continues to work its way through the list checking each trigger against the ticket to see
if the
, conditions apply. If a trigger updates a ticket, THE CYCLE starts all over again.
Zendesk evaluates each trigger until all the triggers whose conditions were met have fired.
What triggers do:
3 workflow types - Answer -(1)Setting ticket properties. You can use triggers to set or update ticket
properties.
For example, tickets from certain customers could be designated high priority based on an
organization
or customer profile tag.
(2)Assigning tickets. You can also use triggers to assign tickets with certain qualifications to a
particular
group of agents. For example, you could build a trigger that runs on tickets with a 'VIP' tag, then
assigns
those tickets to the agents that are equipped to deal with them.
(3) Notifying a person, group, or system. You can use triggers to notify customers, agents,
supervisors, or
even someone outside Zendesk. A trigger can help you do this via email or through a push
notification to
a system like a CRM.
An admin needs tickets from the company Caterwell to have their priority set to High, be assigned
to the
Tier 1 Support Group, and have a notification sent to management. Re-order the triggers listed
below to
achieve this goal.
A. If ticket priority is high, then assign ticket to Tier 1 Support group
B. If ticket priority is blank, then set ticket priority to normal
C. If ticket priority is blank and requester is from Caterwell, then set ticket priority to high
D. If ticket is assigned to Tier 1 Support group, then notify management - Answer -C. If ticket
priority is
blank and requester is from Caterwell, then set ticket priority to high
B. If ticket priority is blank, then set ticket priority to normal
A. If ticket priority is high, then assign ticket to Tier 1 Support group
