Oxford Cambridge and RSA
End Term Exam
Zendesk Admin Certification Part 1 – 100%
Verified Q&A for Success
Time allowed:
F
* J 2 5 7 0 1 *
Please write clearly in black ink. Do not write in the barcodes.
Centre number Candidate number
First name(s)
INSTRUCTIONS
• Write your answer to each question in the space provided. If you need extra space use the
lined pages at the end of this booklet. The question numbers must be clearly shown.
• Answer all the questions.
• Where appropriate, your answer should be supported with working. Marks might be given
for using a correct method, even if your answer is wrong.
ADVICE
• Read each question carefully before you start your answer.
© OCR 2025/26 [EXAM/T/YD]) 6895596/3
Turn over
, Ticket Fields Importance - ✔✔Organize, categorize, and prioritize support tickets, routing them efficiently.
Standard Ticket Fields - ✔✔Built-in fields covering basic ticket information needs.
Custom Ticket Fields - ✔✔Tailored fields created by admins for specific support workflow requirements.
Ticket Fields Efficiency - ✔✔Aids quick ticket understanding without reading entire conversation history.
Ticket Fields Workflow Optimization - ✔✔Triggers automation for efficient ticket routing, improving response times.
Creating 'About' Ticket Field - ✔✔Process of adding a dropdown field named 'About' for user inquiries.
Ticket Forms Purpose - ✔✔Predefined sets of fields for grouping ticket information based on user or scenario.
Ticket Forms Customization - ✔✔Users can sort forms and include specific fields tailored to their needs.
Ticket Forms Integration - ✔✔Utilized in Web Widget Classic, Web Form, and Zendesk Ticket Properties Panel.
Ticket Forms Benefits - ✔✔Simplify agent and customer experiences, save time, and provide targeted information.
Views in Zendesk - ✔✔Lists of tickets organized based on specific user-defined criteria.
Views Customization - ✔✔Tailored to business needs, sorting tickets by status, priority, or other factors.
Views Importance - ✔✔Save time, focus agent attention, and provide administrative oversight.
Views Integration - ✔✔Customizable to align with unique business or support team requirements.
Adaptability - ✔✔Customizable views to suit diverse business needs or support teams.
End Term Exam
Zendesk Admin Certification Part 1 – 100%
Verified Q&A for Success
Time allowed:
F
* J 2 5 7 0 1 *
Please write clearly in black ink. Do not write in the barcodes.
Centre number Candidate number
First name(s)
INSTRUCTIONS
• Write your answer to each question in the space provided. If you need extra space use the
lined pages at the end of this booklet. The question numbers must be clearly shown.
• Answer all the questions.
• Where appropriate, your answer should be supported with working. Marks might be given
for using a correct method, even if your answer is wrong.
ADVICE
• Read each question carefully before you start your answer.
© OCR 2025/26 [EXAM/T/YD]) 6895596/3
Turn over
, Ticket Fields Importance - ✔✔Organize, categorize, and prioritize support tickets, routing them efficiently.
Standard Ticket Fields - ✔✔Built-in fields covering basic ticket information needs.
Custom Ticket Fields - ✔✔Tailored fields created by admins for specific support workflow requirements.
Ticket Fields Efficiency - ✔✔Aids quick ticket understanding without reading entire conversation history.
Ticket Fields Workflow Optimization - ✔✔Triggers automation for efficient ticket routing, improving response times.
Creating 'About' Ticket Field - ✔✔Process of adding a dropdown field named 'About' for user inquiries.
Ticket Forms Purpose - ✔✔Predefined sets of fields for grouping ticket information based on user or scenario.
Ticket Forms Customization - ✔✔Users can sort forms and include specific fields tailored to their needs.
Ticket Forms Integration - ✔✔Utilized in Web Widget Classic, Web Form, and Zendesk Ticket Properties Panel.
Ticket Forms Benefits - ✔✔Simplify agent and customer experiences, save time, and provide targeted information.
Views in Zendesk - ✔✔Lists of tickets organized based on specific user-defined criteria.
Views Customization - ✔✔Tailored to business needs, sorting tickets by status, priority, or other factors.
Views Importance - ✔✔Save time, focus agent attention, and provide administrative oversight.
Views Integration - ✔✔Customizable to align with unique business or support team requirements.
Adaptability - ✔✔Customizable views to suit diverse business needs or support teams.
