Zendesk Support Administrator Expert Practice Questions - Zendesk Support Administrator Expert Certification Exam - Zendesk Support Administrator Expert Practice Questions - Zendesk Support Administrator Expert Certification Exam

Question 1

An admin wants a rule that immediately emails a customer 'We've received your request' the moment a new ticket is created through any channel. Which Zendesk business rule type should be used?

A trigger, because triggers run on ticket create and update events An automation, because automations fire on ticket creation A view, because views display newly created tickets An SLA policy, because SLAs measure first reply time

Correct Answer:

A trigger, because triggers run on ticket create and update events

Question 2

Which statement correctly describes how Zendesk automations execute compared to triggers?

Automations run only when an agent manually applies them to a ticket Automations run every hour on all tickets that are not in Closed status Automations run instantly on every ticket update, like triggers Automations run continuously every minute on all tickets including closed ones

Correct Answer:

Automations run every hour on all tickets that are not in Closed status

Question 3

An admin needs a rule that sends a reminder email to the requester if a ticket has been in Pending status for more than 48 hours. Which configuration is correct?

A trigger with condition 'Hours since pending greater than 48' A macro that agents apply after two days An automation with a condition referencing hours since the status became Pending An SLA policy with a Pending reply target

Correct Answer:

An automation with a condition referencing hours since the status became Pending

Question 4

In an SLA policy, an admin configures a First Reply Time target of 4 hours using business hours. The account's business hours are Mon-Fri 9:00-17:00. A ticket arrives Friday at 16:00. When is the First Reply Time target due?

Friday at 20:00 the same day Saturday at 12:00 Monday at 09:00 Monday at 11:00

Correct Answer:

Monday at 11:00

Question 5

What is the role of a macro in Zendesk Support?

A prepared set of actions an agent manually applies to a ticket A scheduled rule that runs hourly on open tickets A saved filter that lists tickets matching conditions A rule that fires automatically when a ticket is updated

Correct Answer:

A prepared set of actions an agent manually applies to a ticket

Exam overview

About this Exam

Prepare with the Zendesk Support Administrator Expert Practice Questions - Zendesk Support Administrator Expert Certification Exam practice quiz. This question bank includes 100 questions covering admin, ticket, zendesk, agent, and tickets. Use it to review important concepts, identify knowledge gaps, and build confidence for the related exam, course, or assessment.

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Zendesk Support Administrator Expert Practice Questions - Zendesk Support Administrator Expert Certification Exam

This practice set contains 100 questions from the matching question bank and focuses on admin, ticket, zendesk, agent, and tickets. Work through each question carefully, review the provided solutions, and revisit topics that need more study before your next attempt.

This is an independent study resource intended for practice and review; it is not an official examination or an endorsement by any organization named in the title.

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Zendesk Support Administrator Expert Practice Questions - Zendesk Support Administrator Expert Certification Exam

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