Zen U. Level Of Expertise

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| By Zendeskevents
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Zendeskevents
Community Contributor
Quizzes Created: 1 | Total Attempts: 936
| Attempts: 936
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  • 1/8 Questions

    True or False: A ticket can meet the conditions for more than one View.

    • True
    • False
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About This Quiz

After taking this brief quiz, you will have a better idea of your level of expertise within Zendesk. There are eight total questions. If you get five or less correct, we encourage you to attend Zendesk 101.

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  • 2. 

    Requests sometimes need clarification. If you have a question for the requester, which status would you set the ticket to?

    • New

    • Open

    • Pending

    • Solved

    Correct Answer
    A. Pending
    Explanation
    When a request needs clarification or further information from the requester, the status of the ticket should be set to "Pending". This allows the support team to indicate that they are waiting for a response or clarification before they can proceed with resolving the issue. Setting the ticket status to "Pending" ensures that the request is not closed or marked as solved prematurely, allowing for effective communication and resolution of the issue.

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  • 3. 

    Zendesk gives you the ability to group ticket actions and responses into the click of a button. The tool that allows you to save time on repetitive actions is called a __________.

    • Macro

    • Trigger

    • View

    • Automation

    Correct Answer
    A. Macro
    Explanation
    Zendesk provides a feature called Macro that enables users to group ticket actions and responses into a single click of a button. This tool helps to save time on repetitive actions by automating them. Therefore, the correct answer for this question is Macro.

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  • 4. 

    Only admins can create triggers and automations, but any agent can create a view or macro.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is stating that only admins have the ability to create triggers and automations, while any agent can create a view or macro. This means that the creation of triggers and automations is restricted to administrators, while agents have the freedom to create views and macros. Therefore, the correct answer is True.

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  • 5. 

    What is the difference between a trigger and an automation?

    • There is no difference

    • A trigger won't run unless an automation has taken place

    • A trigger is time-based while an automation is event-based

    • A trigger is event-based while an automation is time-based

    Correct Answer
    A. A trigger is event-based while an automation is time-based
    Explanation
    A trigger is event-based while an automation is time-based. This means that a trigger is activated by a specific event or action, such as a user clicking a button or a new record being added to a database. On the other hand, an automation is scheduled to run at a specific time or interval, regardless of any specific event.

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  • 6. 

    Tags need to be set up ahead of time in the Zendesk system before they can be applied to tickets.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Tags do not need to be set up ahead of time in the Zendesk system before they can be applied to tickets. In Zendesk, agents can create and apply tags to tickets on the fly, without any prior setup or configuration. This allows for flexibility and adaptability in organizing and categorizing tickets based on different criteria or issues.

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  • 7. 

    Which of the following is not a channel by which the end-user can submit a ticket?

    • Email

    • Chat

    • Social Media

    • Text Message

    Correct Answer
    A. Text Message
    Explanation
    Text Message is not a channel by which the end-user can submit a ticket. While email, chat, and social media are commonly used channels for submitting tickets, text messaging is not typically used for this purpose. Text messaging may be used for other forms of communication, but it is not commonly used as a ticket submission channel in most customer support systems.

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  • 8. 

    What happens when the requester replies to a ticket after it has been closed?

    • The ticket will re-open

    • A follow-up ticket will be created

    • The requester will receive an error message

    • The ticket priority will be set to urgent

    Correct Answer
    A. A follow-up ticket will be created
    Explanation
    When the requester replies to a closed ticket, a follow-up ticket will be created. This means that a new ticket will be generated to address the additional information or issue raised by the requester. This allows for continued communication and resolution of the matter, without reopening the original ticket.

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Quiz Review Timeline (Updated): Mar 19, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 19, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Feb 10, 2014
    Quiz Created by
    Zendeskevents

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