Zendesk Admin Exam Prep: Section 2 Automated Business
Rules Exam Questions With 100% Correct Answers
What's the difference between a trigger and an automation?
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}}"
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?
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
(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
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
D. If ticket is assigned to Tier 1 Support group, then notify management
True or False: Each trigger runs only once, in the order in which it appears.
False. A trigger will continue to run on a ticket until all triggers have fired and/or no
conditions are met.
This trigger is set to notify the requester and CC end users when an agent creates
a ticket on their behalf.
The conditions are set to send out this notification when the status of the ticket is
new.
But the requester notification trigger did not fire to notify the requester when the
agent created the ticket. What could be the problem?
Meet ALL
Status is New
Privacy is Ticket has Public Comment
Current user is (agent)
Emaill user Requester and CCs
The solution is to use the Ticket | Is | Created condition instead of the Status | Is | New
condition.
Review: 'status is new' vs. 'ticket is created' for Triggers
Agents do not always create tickets with a New status.
Rules Exam Questions With 100% Correct Answers
What's the difference between a trigger and an automation?
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}}"
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?
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
(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
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
D. If ticket is assigned to Tier 1 Support group, then notify management
True or False: Each trigger runs only once, in the order in which it appears.
False. A trigger will continue to run on a ticket until all triggers have fired and/or no
conditions are met.
This trigger is set to notify the requester and CC end users when an agent creates
a ticket on their behalf.
The conditions are set to send out this notification when the status of the ticket is
new.
But the requester notification trigger did not fire to notify the requester when the
agent created the ticket. What could be the problem?
Meet ALL
Status is New
Privacy is Ticket has Public Comment
Current user is (agent)
Emaill user Requester and CCs
The solution is to use the Ticket | Is | Created condition instead of the Status | Is | New
condition.
Review: 'status is new' vs. 'ticket is created' for Triggers
Agents do not always create tickets with a New status.
