Zendesk Support Admin Certification EXAM (2025
LATEST UPDATE) Questions & Answers | 100%
Verified solutions |Questions with Correct Answers
|Graded A+
What is a View? -CORRECTANSWER Group tickets based on criteria that the Admin
defines.
What are Ticket Fields? -CORRECTANSWER Areas inside tickets to add in more
contextual information about the customer.
What are Events? -CORRECTANSWER 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? -CORRECTANSWER Enable agents to update tickets with scripted
CORRECTANSWERs based on predefined actions/events.
What are the 3 types of Business Rules? -CORRECTANSWER Triggers, Automations,
and SLAs.
What type of Business Rule is event-based? -CORRECTANSWER Triggers
What type of Business Rules are time-based? -CORRECTANSWER Automations and
SLAs.
,What is an Automation? -CORRECTANSWER 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? -
CORRECTANSWER 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? -CORRECTANSWER End-Users, Agents, and
Administrators.
What is a Group? -CORRECTANSWER A collection of agents created/grouped
together based on certain attributes (region, language, department, team, etc.).
What is an Organization? -CORRECTANSWER 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? -CORRECTANSWER No, you may also
use a Zendesk Alias.
, What does the 'Play' button do? -CORRECTANSWER 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? -CORRECTANSWER 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? -CORRECTANSWER Type (Problem, Question, Incident, Task) and
Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? -CORRECTANSWER 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? -CORRECTANSWER 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? -CORRECTANSWER 12
views
What is the max number of personal views? -CORRECTANSWER 8 views
LATEST UPDATE) Questions & Answers | 100%
Verified solutions |Questions with Correct Answers
|Graded A+
What is a View? -CORRECTANSWER Group tickets based on criteria that the Admin
defines.
What are Ticket Fields? -CORRECTANSWER Areas inside tickets to add in more
contextual information about the customer.
What are Events? -CORRECTANSWER 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? -CORRECTANSWER Enable agents to update tickets with scripted
CORRECTANSWERs based on predefined actions/events.
What are the 3 types of Business Rules? -CORRECTANSWER Triggers, Automations,
and SLAs.
What type of Business Rule is event-based? -CORRECTANSWER Triggers
What type of Business Rules are time-based? -CORRECTANSWER Automations and
SLAs.
,What is an Automation? -CORRECTANSWER 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? -
CORRECTANSWER 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? -CORRECTANSWER End-Users, Agents, and
Administrators.
What is a Group? -CORRECTANSWER A collection of agents created/grouped
together based on certain attributes (region, language, department, team, etc.).
What is an Organization? -CORRECTANSWER 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? -CORRECTANSWER No, you may also
use a Zendesk Alias.
, What does the 'Play' button do? -CORRECTANSWER 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? -CORRECTANSWER 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? -CORRECTANSWER Type (Problem, Question, Incident, Task) and
Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? -CORRECTANSWER 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? -CORRECTANSWER 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? -CORRECTANSWER 12
views
What is the max number of personal views? -CORRECTANSWER 8 views
