Zendesk Cert

Question 1

Which two benefits result from the proper configuration of a Zendesk support address?

Answer 1

1. The support address an end user uses when creating a new email ticket will be shown in the FROM field on reply emails.
2. The support address can be used as a condition within automations.

Question 2

You have set up multiple schedules in Zendesk Support. One of these schedules is for a collection of agents available five hours per day, three days per week.

What should you create to ensure this schedule is applied to certain tickets upon creation?

Answer 2

A trigger with ‘Ticket: Set Schedule’ as an action.

Question 3

How do you make a view appear higher for your agents?

Answer 3

Use the Reorder button on the Views management page.

Question 4

How can you make a view for VIP customers easily available and accessible for all agents?

Answer 4

Create a shared view and reorder it to the top.

Question 5

The manager of a team wants to be notified when a ticket in New status, with low or normal priority, and it’s ‘About’ ticket field equaling Product or Development, has been awaiting a first reply for longer than 24 business hours.

Which set of automation conditions is necessary to notify the manager?

Answer 5

Meet ALL of the Following Conditions: Ticket: Status New Ticket: Priority Less than High Ticket: Hours Since Created (business) Greater than 24 Meet ANY of the following Conditions: Ticket: About Product Ticket: About Development

Question 6

You want to create a view to show all new tickets only when the subject is [Info] Requesting Callback. You decide to create a trigger that adds the tag, ‘request_callback’, to those tickets.

Which set of conditions is needed to execute this trigger?

Answer 6

Ticket: Is Created Ticket: Subject text Contains the following string [Info] Requesting Callback

Question 7

You want to notify all of your Support Agents group via a third-party service, like Slack, any time an urgent ticket with ticket field ‘Subscription’ option ‘Elite’ sits unclaimed in your queue for longer than one hour during operating hours. You decide to create an automation to accomplish this task.

Which set of conditions in the Meet All section are necessary to complete the automation?

Answer 7

Ticket: Assignee Is - Ticket: Priority Is Urgent Ticket: Hours since created (business) Greater than 1 Ticket: Subscription Is Elite

Question 8

You want to create a Service Level Agreement policy to ensure that all tickets submitted by members of Organization 1 with urgent priority get a first reply within 45 minutes.

Which set of conditions should be selected in the Meet All section when building this new policy?

Answer 8

Ticket: Priority Is Urgent Ticket: Organization Is Organization 1

Question 9

Your organization aims to resolve all urgent priority tickets within six hours of ticket creation. If an urgent priority ticket remains unsolved after six hours, your escalations manager should receive an email notification.

Which three automation conditions are required to achieve this workflow?

Answer 9

1. Ticket: Priority Is Urgent
2. Ticket: Hours since created (calendar) Greater than 6
3. Ticket: Status Less than Solved

Question 10

Which feature is used to avoid agent collision and manage the order in which agents work tickets?

Answer 10

Play button

Question 11

Which two actions can be taken within an end-user profile?

Answer 11

1. Modifying the end user’s language

2. Deleting the end user’s profile

Question 12

Your company has decided to support Spanish speaking customers globally. You hire three new agents to work on Spanish tickets only.

How should you organize your agents to work these tickets?

Answer 12

Create a group with all three agents.

Question 13

An end user is submitting a ticket via a ticket form and wants to cc his manager. However, there is no area for him to add a cc recipient in the request.

Where should you go to give the end user permission to cc his manager?

Answer 13

Tickets settings

Question 14

An end user has created a ticket via email. Later an internal note has been added to the ticket. The ticket is currently assigned to Agent 1 in the Tier 1 Support group.

Which two people will be able to see this internal note?

Answer 14

1. An agent in the Tier 1 Support group with ticket group restrictions.
2. An agent in the Sales group cc’d on the ticket.

Question 15

You are currently working on a ticket that is assigned to you in an Open status.

Which three ticket statuses can you change the ticket to?

Answer 15

1. On-hold
2. Solved
3. Pending

Question 16

During an audit of your agent’s tickets, you see that a custom ticket field you have marked as “Required” is not filled out on his pending tickets.

Why was the ticket submittable with a missing value in this required ticket field?

Answer 16

The value is not required until the ticket is solved.

Question 17

You want any ticket from your largest client to be tagged ‘high_value_customer’ upon its creation.

All the client’s end users are part of the same organization.

Which action will achieve that goal?

Answer 17

Tag the organization with ‘high_value_customer’.

Question 18

Which two actions can be used to consistently brand your customers’ support experience?

Answer 18

1. Edit your user welcome email text.

2. Add a custom support email address.

Question 19

One of your end users has asked to no longer receive satisfaction surveys.

What is the recommended approach to prevent surveys from being sent when her tickets are solved?

Answer 19

1. Apply a tag to her user profile 2. Add a tag exclusion condition to your survey automation

Question 20

Your organization supports two unique brands, one for Product 1 and one for Product 2. You want to ensure that your agents’ signatures are formatted one way when they are working tickets about Product 1 and another way when they are working tickets about Product 2.

How should you create unique agent signatures for each product?

Answer 20

Add a signature to each brand.

Question 21

All users in your account are authenticating with Zendesk’s standard login option. An end user writes in and says he is having trouble with his password.

Answer 21

Direct the user to click the link to create a new password from the login screen.

Question 22

You realize the title of a custom text field you have been using on one of your ticket forms contains a typo.

What is true in this situation?

Answer 22

Changing the field title will update the field name across all tickets but not impact stored data.

Question 23

An end user belongs to multiple organizations and has tickets open in each organization. You want to delete one of those organizations.

What is true in this situation?

Answer 23

All non-archived tickets associated with the deleted organization will be assigned to the user’s default organization.

Question 24

Your organization wants to automatically tag all tickets that were created more than seven days ago, but still remain unsolved. Tickets with this tag will be routed to a dedicated view for your Team Lead group to review.

Which two automation conditions are required to achieve this workflow?

Answer 24

1. Ticket: Hours since created (calendar) Greater than 168

2. Ticket: Status Less than Solved