Zendesk Administrator Exam/ Section 3: User Experience | Exam Revision
Questions And Correct Answers | Graded A+ | 2025 Update |
What is the default language in Zendesk - Answer -The default language in Zendesk is the language
the
agents see in the agent interface by default ad the end users see in the Help Center by default
How to set the default language for your account? - Answer -Click 'Admin'> Settings>Account>
Select
'Localization' tab > beside 'languages' (select a language from the drop-down > Click 'Save'
What two time formats can you choose from in Zendesk - Answer -12 hours clock OR 24 hour
clock
True or False: On Professional and Enterprise your staff and end-users can set their ow time zone
in their
user profile - Answer -True
Which versions of Zendesk offer multiple languages? - Answer -Professional and Enterprise offer
multiple
languages
What are Multiple Languages used for? - Answer -Multiple languages are used to determine the
language used in the system messages and email notification that are generated by your business
rules.
If you have ______ _______ or ____ you can enable languages in your Help Center and set up
your
knowledge base to deliver content in your supported languages - Answer -Guide Professional or
Enterprise
To provide support to multiple languages in Zendesk first you have to ____? - Answer -Select the
languages you would like to support in your instance. Admin> settings>account> localization tab>
Languages > click 'additional languages' > select desired languages and save
How can you use languages within triggers? - Answer -Example: you can create automations or
triggers
that route tickets through your workflow based on the language setting of the requester.
,True of False: Users cannot change to the language they want in the help center when you have
enabled
languages in your help center - Answer -False. The user can select the language of choice when
this
setting is enabled.
Where can you set a user's language preference? - Answer -You can set a user's language preference
in
their user profile (this includes both your staff and end-users)
Which 3 ways can a user's language preference be set? - Answer -1. Agents can set their own
language
preference by editing their profile
2. Agents with user management permission can set a user's language preference
3. You can set a user's language preference with the Set Requesters Language action (available in
automations and triggers)
For unregistered end-users or registered users that are not logged in, how can the language be
detected? - Answer -1. Email- Language used in an end-sears email support request is auto
detected.
2. Help Center- (enabled languages in help center/ guide professional or enterprise) when
unregistered
user selects language in help center, the support request submit form, is set to that language. Then
when user submits request the language is identified and their profile is flagged with the language.
3. Web Widget- ZD can detect a user's preferred language from their Web browser preference
setting.
How does the Web Widget help identify a language preference for unregistered/users that are not
signed in - Answer -The accept- language header, which is passed via HTTP, contains information
about
the user's language preference. If that is present the language can be detected.
True or False: The auto-detection mechanism is performed n unregistered users only. - Answer -
True.
Where is the 'Requesters Language' conduction available? - Answer -Automations, Reports,
triggers, and
views.
, What is the 'Requesters Language' condition? Examples - Answer -This condition allows you to
test for a
specific language then act on that information. (Create views, routing/assigning to groups via
triggers)
Where is the 'Set Requester's language to' available at? - Answer -Automations & Triggers
All of your content (from welcome messages to automated responses in your business rules) should
be
managed with ______ _____. - Answer -Dynamic Content- (1 of the benefits is that language
detection is
handled automatically and there is no need to write Liquid markup for each language you support)
What is agent collision? - Answer -On professional and enterprise, you can tell if another agent is
working on a ticket from views or directly in the ticket. Make avoiding potentially conflicting
updates to
tickets easier.
What does an agent outlined in blue mean (agent collision)? - Answer -Agents with blue circle are
currently editing the tickets
Agent Collision- Greyed out vs regular agent pictures - Answer -Greyed out- agent have ticket
open but
have navigated away from it
Regular- viewing ticket but not actively editing any ticket fields
Play button in Zendesk - Answer -Guides you through the available tickets in a view automatically
moves
you to next available ticket (next available means one you have not skipped and one that no other
agent
is currently viewing. (no cherry picking)
What plan is Play mode not available for? - Answer -Not available for Essentials Plans
What is the 'Skip' feature in Zendesk's Play Mode? - Answer --This feature allows you to Skip or
move to
the next ticket without making changes to the current one
-If Guided Mode is enabled and the admin has configured your role, you might also be required to
enter
a reason for skipping the ticket
Questions And Correct Answers | Graded A+ | 2025 Update |
What is the default language in Zendesk - Answer -The default language in Zendesk is the language
the
agents see in the agent interface by default ad the end users see in the Help Center by default
How to set the default language for your account? - Answer -Click 'Admin'> Settings>Account>
Select
'Localization' tab > beside 'languages' (select a language from the drop-down > Click 'Save'
What two time formats can you choose from in Zendesk - Answer -12 hours clock OR 24 hour
clock
True or False: On Professional and Enterprise your staff and end-users can set their ow time zone
in their
user profile - Answer -True
Which versions of Zendesk offer multiple languages? - Answer -Professional and Enterprise offer
multiple
languages
What are Multiple Languages used for? - Answer -Multiple languages are used to determine the
language used in the system messages and email notification that are generated by your business
rules.
If you have ______ _______ or ____ you can enable languages in your Help Center and set up
your
knowledge base to deliver content in your supported languages - Answer -Guide Professional or
Enterprise
To provide support to multiple languages in Zendesk first you have to ____? - Answer -Select the
languages you would like to support in your instance. Admin> settings>account> localization tab>
Languages > click 'additional languages' > select desired languages and save
How can you use languages within triggers? - Answer -Example: you can create automations or
triggers
that route tickets through your workflow based on the language setting of the requester.
,True of False: Users cannot change to the language they want in the help center when you have
enabled
languages in your help center - Answer -False. The user can select the language of choice when
this
setting is enabled.
Where can you set a user's language preference? - Answer -You can set a user's language preference
in
their user profile (this includes both your staff and end-users)
Which 3 ways can a user's language preference be set? - Answer -1. Agents can set their own
language
preference by editing their profile
2. Agents with user management permission can set a user's language preference
3. You can set a user's language preference with the Set Requesters Language action (available in
automations and triggers)
For unregistered end-users or registered users that are not logged in, how can the language be
detected? - Answer -1. Email- Language used in an end-sears email support request is auto
detected.
2. Help Center- (enabled languages in help center/ guide professional or enterprise) when
unregistered
user selects language in help center, the support request submit form, is set to that language. Then
when user submits request the language is identified and their profile is flagged with the language.
3. Web Widget- ZD can detect a user's preferred language from their Web browser preference
setting.
How does the Web Widget help identify a language preference for unregistered/users that are not
signed in - Answer -The accept- language header, which is passed via HTTP, contains information
about
the user's language preference. If that is present the language can be detected.
True or False: The auto-detection mechanism is performed n unregistered users only. - Answer -
True.
Where is the 'Requesters Language' conduction available? - Answer -Automations, Reports,
triggers, and
views.
, What is the 'Requesters Language' condition? Examples - Answer -This condition allows you to
test for a
specific language then act on that information. (Create views, routing/assigning to groups via
triggers)
Where is the 'Set Requester's language to' available at? - Answer -Automations & Triggers
All of your content (from welcome messages to automated responses in your business rules) should
be
managed with ______ _____. - Answer -Dynamic Content- (1 of the benefits is that language
detection is
handled automatically and there is no need to write Liquid markup for each language you support)
What is agent collision? - Answer -On professional and enterprise, you can tell if another agent is
working on a ticket from views or directly in the ticket. Make avoiding potentially conflicting
updates to
tickets easier.
What does an agent outlined in blue mean (agent collision)? - Answer -Agents with blue circle are
currently editing the tickets
Agent Collision- Greyed out vs regular agent pictures - Answer -Greyed out- agent have ticket
open but
have navigated away from it
Regular- viewing ticket but not actively editing any ticket fields
Play button in Zendesk - Answer -Guides you through the available tickets in a view automatically
moves
you to next available ticket (next available means one you have not skipped and one that no other
agent
is currently viewing. (no cherry picking)
What plan is Play mode not available for? - Answer -Not available for Essentials Plans
What is the 'Skip' feature in Zendesk's Play Mode? - Answer --This feature allows you to Skip or
move to
the next ticket without making changes to the current one
-If Guided Mode is enabled and the admin has configured your role, you might also be required to
enter
a reason for skipping the ticket
