Zendesk Support Admin Certification LATEST UPDATED 2025/2026 Exam WITH COMPLETE Questions With SURE VERIFIED SOLUTIONS 100% GRADED AT A+ SCORE!!

Zendesk Support Admin Certification LATEST UPDATED 2025/2026 Exam WITH COMPLETE Questions With SURE VERIFIED SOLUTIONS 100% GRADED AT A+ SCORE!! What is a View? - ANSWER Group tickets based on criteria that the Admin defines. What are Ticket Fields? - ANSWER Areas inside tickets to add in more contextual information about the customer. What is Dynamic Content? - ANSWER A setting that let's you create a default version of a statement and variant of the statement for other languages you support. Example: If an End-User sends in a request, you can use the {{nt_update_notification}} placeholder in the action part of the trigger so that the macro reply stating that we have received the support request can be dynamically changed based on the detected language of the support request. What are some examples of permissions/settings that can be set for Ticket Forms? - ANSWER Can make fields *required or optional, visible only to end-users or agents, etc.. What are the 2 types of email templates? - ANSWER 1) HTML Template 2) Text Template What are the 2 placeholders which are required for the HTML email template? - ANSWER 1) Delimiter: displays the ##-Please type your reply above this line-## 2) Content: displays the email body What are Events? - 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? - ANSWER Enable agents to update tickets with scripted answers based on predefined actions/events. What are the 3 types of Business Rules? - ANSWER Triggers, Automations, and SLAs. What type of Business Rule is event-based? - ANSWER Triggers What type of Business Rules are time-based? - ANSWER Automations and SLAs. What is an Automation? - 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? - 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? - ANSWER End-Users, Agents, and Administrators. What is a Group? - ANSWER A collection of agents created/grouped together based on certain attributes (region, language, department, team, etc.). What is an Organization? - ANSWER An optional collection/grouping of End-Users. This collection of End-Users is usually grouped by domain name (i.e. @ or @). Do you have to add in a personal signature? - ANSWER No, you may also use a Zendesk Alias. What does the 'Play' button do? - 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? - 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? - ANSWER Type (Problem, Question, Incident, Task) and Priority (Low, Medium, High) How can an Admin leverage Problem & Incident tickets? - 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? - 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? - ANSWER 12 views What is the max number of personal views? - ANSWER 8 views What is a Placeholder {{}}? - ANSWER 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? - ANSWER 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? - ANSWER No, only an Admin can do this. What is a Schedule? - ANSWER Defining your business's hours of operation to build better workflows. When are SLAs used? - ANSWER 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? - ANSWER 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. How do you make sure that Automations don't keep firing? - ANSWER Add tags to the conditions and the action of the Automation. What is a Tag? - ANSWER Words or combination of words an Admin can use to add more context to tickets. Using tags can also improve/automate workflows and reporting. What is a Workflow? - ANSWER A combination of different features in Zendesk being used to generate the best agent/customer experience. What are the 3 types of Tags? - ANSWER Ticket Tags, User Tags, and Organization Tags. What is an example of an automatic ticket tag? - ANSWER When an End-User chooses certain drop-downs in a field, those chosen fields may automatically add tags to the ticket if configured within the field settings. What Business Rules are used in the Bump, Bump, Solve Workflow? - ANSWER 2 Bump Automations, 1 Solve Automation, and 1 Trigger. Essentially, the trigger works to get rid of certain tags so that the automations do not keep firing. What is the Bump, Bump, Solve Workflow? - ANSWER The 1st Bump Automation automatically adds a bump_1 tag after a ticket has been in the Pending status for a certain amount of time. The 2nd Bump Automation automatically adds a bump_2 tag after a ticket has been in the Pending status for a certain amount of time. Additionally, an action is defined so that the bump_1 tag is removed after the bump_2 tag is applied. Then, the Solve Automation automatically solves out the ticket and notifies the requester after a ticket has been Pending for a certain amount of time. The bump_2 tag will be removed in the Solve automation so that the automation does not keep firing. Lastly, a trigger needs to be set up so that if the End-User does end up replying to one of the automated bumps, the bump tag will be removed so the automation doesn't keep firing. What are the 3 types of workflows that Admins need to consider when using Triggers? - ANSWER Setting ticket properties, assigning tickets to specific users/groups, and notifying specific people/groups. What is the definition of 'Current User'? - ANSWER The End-User or Agent who created or last updated the ticket. Is it important organize Triggers? If so, why? - ANSWER Yes, it is