Zen U. Level Of Expertise

8 Questions | Total Attempts: 781

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Zen U. Level Of Expertise

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.


Questions and Answers
  • 1. 
    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 __________.
    • A. 

      Macro

    • B. 

      Trigger

    • C. 

      View

    • D. 

      Automation

  • 2. 
    Requests sometimes need clarification. If you have a question for the requester, which status would you set the ticket to?
    • A. 

      New

    • B. 

      Open

    • C. 

      Pending

    • D. 

      Solved

  • 3. 
    What is the difference between a trigger and an automation?
    • A. 

      There is no difference

    • B. 

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

    • C. 

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

    • D. 

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

  • 4. 
    What happens when the requester replies to a ticket after it has been closed?
    • A. 

      The ticket will re-open

    • B. 

      A follow-up ticket will be created

    • C. 

      The requester will receive an error message

    • D. 

      The ticket priority will be set to urgent

  • 5. 
    True or False: A ticket can meet the conditions for more than one View.
    • A. 

      True

    • B. 

      False

  • 6. 
    Which of the following is not a channel by which the end-user can submit a ticket?
    • A. 

      Email

    • B. 

      Chat

    • C. 

      Social Media

    • D. 

      Text Message

  • 7. 
    Tags need to be set up ahead of time in the Zendesk system before they can be applied to tickets.
    • A. 

      True

    • B. 

      False

  • 8. 
    Only admins can create triggers and automations, but any agent can create a view or macro.
    • A. 

      True

    • B. 

      False

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