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Zendesk Foundational Support Learning Path Quiz Questions and Answers
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Zendesk Foundational Support Learning Path Quiz
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Zendesk Foundational Support LearningPath Quiz
An agent notices tickets coming in from multiple customers referencing the same issue.
Which workflow in Zendesk should the agent create to have an internal note link the
customers' tickets, and update all the tickets at once when the root cause is resolved? -
answerProblem/Incident
An admin needs to configure a drop-down ticket field that can be edited by both agents
and customers submitting requests from the web form in the help center. Which ticket
field permission is required? - answerCustomer's can edit
Which macro title would result in the macro nesting highlighted? -
answerCustomer::Order Issue Promo Code
You are onboarding a new agent who will primarily work on Level A support requests
with the rest of their team. This agent also needs to see when the billing department
receives Level A billing tickets, which is a separate group that not all Level A agents
should have access to. Which group(s)/ticket access is required for this agent? -
answerLevel A/Billing/Tickets in agent's group
An admin would like to configure group mapping so a group of their agents receives
tickets from a specific organization. For the configuration to work the admin must... -
answerSelect the group of agents from the organization's profile
You've created a new trigger to notify your customers of when you are closed for a
holiday. What's the correct course of action after realizing your customers are receiving
two "received request" notifications while your company is closed on holidays? -
answerModify the Notify requester of received request default trigger with: On a
holiday? | Is | No
An admin has created this automation to notify the Tier 1 managers group when a ticket
has not been updated in 24 hours. When they try to save the automation they receive
an error message: "Automation must not run multiple times per ticket. It must have a
time-based condition that is only true once." Which condition or action is missing from
this automation? - answerPerform action: Add tag | notify
An admin on Zendesk Enterprise has set up multiple schedules to accommodate their
global teams, but the first schedule in the list (the default schedule) is being used on all
tickets. What does this admin need to do to use all of their schedules as intended? -
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