Zendesk Support Admin Certification Exam
1.What is a View?
ANS Group tickets based on criteria that the Admin defines.
2.What are Ticket Fields?
ANS Areas inside tickets to add in more contextual informa- tion about
the customer.
3.What are Events?
ANS Area in the ticket interface where agents can get a clearer view
of all the updates that occurred during the ticket lifecycle.
4.What is a Macro?
ANS Enable agents to update tickets with scripted answers based on
predefined actions/events.
5.What are the 3 types of Business Rules?
ANS Triggers, Automations, and SLAs.
6.What type of Business Rule is event-based?
ANS Triggers
7.What type of Business Rules are time-based?
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, ANS Automations and SLAs.
8.What is an Automation?
ANS A Business Rule in which something happens to the ticket after a
certain amount of time has elapsed and the ticket meets certain
conditions.
9.What the 4 types of channels in which tickets can be created from?
ANS Written (Email, Web Widget, Web Form, etc.), Live (Chat, Talk,
etc.), Social Media (Face- book, Twitter, etc.), and Advanced (API, Mobile
SDK, etc.).
10.What are the 3 types of user roles?
ANS End-Users, Agents, and Administrators.
11.What is a Group?
ANS A collection of agents created/grouped together based on certain
attributes (region, language, department, team, etc.).
12.What is an Organization?
ANS 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).
13. Do you have to add in a personal signature?
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, ANS No, you may also use a Zendesk Alias.
14.What does the 'Play' button do?
ANS Serves up the next available ticket instead of the agent merely
clicking on any available ticket in the ticket view.
15.What is the difference between a CC and a Follower?
ANS A Follower is similar to a BCC in an email.
16.What are the 2 default Ticket/System Fields that come with any standard
Zendesk Support account?
ANS Type (Problem, Question, Incident, Task) and Priority (Low, Medium,
High)
17.How can an Admin leverage Problem & Incident tickets?
ANS 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.
18. What is a Ticket Form?
ANS A form that allows the Agent to collect as much relevant
information as possible about the issue/customer from the End-User.
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1.What is a View?
ANS Group tickets based on criteria that the Admin defines.
2.What are Ticket Fields?
ANS Areas inside tickets to add in more contextual informa- tion about
the customer.
3.What are Events?
ANS Area in the ticket interface where agents can get a clearer view
of all the updates that occurred during the ticket lifecycle.
4.What is a Macro?
ANS Enable agents to update tickets with scripted answers based on
predefined actions/events.
5.What are the 3 types of Business Rules?
ANS Triggers, Automations, and SLAs.
6.What type of Business Rule is event-based?
ANS Triggers
7.What type of Business Rules are time-based?
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21
, ANS Automations and SLAs.
8.What is an Automation?
ANS A Business Rule in which something happens to the ticket after a
certain amount of time has elapsed and the ticket meets certain
conditions.
9.What the 4 types of channels in which tickets can be created from?
ANS Written (Email, Web Widget, Web Form, etc.), Live (Chat, Talk,
etc.), Social Media (Face- book, Twitter, etc.), and Advanced (API, Mobile
SDK, etc.).
10.What are the 3 types of user roles?
ANS End-Users, Agents, and Administrators.
11.What is a Group?
ANS A collection of agents created/grouped together based on certain
attributes (region, language, department, team, etc.).
12.What is an Organization?
ANS 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).
13. Do you have to add in a personal signature?
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21
, ANS No, you may also use a Zendesk Alias.
14.What does the 'Play' button do?
ANS Serves up the next available ticket instead of the agent merely
clicking on any available ticket in the ticket view.
15.What is the difference between a CC and a Follower?
ANS A Follower is similar to a BCC in an email.
16.What are the 2 default Ticket/System Fields that come with any standard
Zendesk Support account?
ANS Type (Problem, Question, Incident, Task) and Priority (Low, Medium,
High)
17.How can an Admin leverage Problem & Incident tickets?
ANS 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.
18. What is a Ticket Form?
ANS A form that allows the Agent to collect as much relevant
information as possible about the issue/customer from the End-User.
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