Zendesk Support Admin Certification Questions With Solutions
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Course
Zendesk
Institution
Zendesk
Zendesk Support Admin Certification
Questions With Solutions
What is an Automation? A Business Rule in which something happens to the ticket after a
certain amount of time has elapsed and the ticket meets certain conditions.
What the 4 types of channels in which tickets can be created from? Wr...
What is an Organization? 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).
Do you have to add in a personal signature? No, you may also use a Zendesk Alias.
, Zendesk Support Admin Certification
Questions With Solutions
What does the 'Play' button do? Serves up the next available ticket instead of the agent
merely clicking on any available ticket in the ticket view.
What is the difference between a CC and a Follower? A Follower is similar to a BCC in
an email.
What are the 2 default Ticket/System Fields that come with any standard Zendesk Support
account? Type (Problem, Question, Incident, Task) and Priority (Low, Medium, High)
How can an Admin leverage Problem & Incident tickets? 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.
What is a Ticket Form? A form that allows the Agent to collect as much relevant
information as possible about the issue/customer from the End-User.
What is the max number of shared views a user can see? 12 views
, Zendesk Support Admin Certification
Questions With Solutions
What is the max number of personal views? 8 views
What is a Placeholder {{}}? A way in which to make replies more personal. Placeholders
can be the ticket ID, name, ticket subject, etc..
What is the best way to organize your Macros? Leverage the Nesting feature (::) so that
you can easily organize your macros similar to folders with organized files inside.
Can an Agent create Groups and Organizations? No, only an Admin can do this.
What is a Schedule? Defining your business's hours of operation to build better
workflows.
When are SLAs used? When you have a contractual response time agreement with certain
customers, or when you have an internal response time standard which you want your
agents/company to abide by.
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