Certification: Zendesk Support Administrator

Certification: Zendesk Support Administrator

Get Certified in Zendesk Support.

About this Certification

If you’ve mastered Zendesk Support for Admins, I and Zendesk Support for Admins, II and you run your operations like a well-oiled machine, it’s time to validate your skill set by becoming a Certified Zendesk Support Administrator.

Be recognized for your in-depth knowledge and earn your employer’s trust as the go-to person on your team for Zendesk. The official stamp of approval will also raise your profile for career growth opportunities whether your goal is to take on new projects, leadership roles or even start your own customer service organization.
Qualifications
Zendesk Certified Professionals possess the knowledge and skills necessary to implement, configure, and manage an Enterprise account of Zendesk Support. They have hands-on experience completing day-to-day operational tasks needed to manage a Zendesk Enterprise instance. At a minimum, it’s recommended that this candidate has:

‣  At least 3 months of experience as a Zendesk Support Administrator
‣  Successfully completed Zendesk Support Administrator Certification Practice Exam
‣  Bonus points: Successfully completed Support for Admins, I and Support for Admins, II either online, or at a Zendesk Training Day
Exam Format
‣  Format: 78 Multiple Choice questions
‣  Time allotted: 105 Minutes
‣  Passing score: 65%
‣  Exam fee: USD $350
‣  Delivery Options: On-site in a testing center or online in a proctored environment
‣  Prerequisites: None
‣  Language: English

Ready to get Certified?
Step 1
Leverage our Exam Guide to get a better understanding of the exam topics and where you might need to brush up on your skills.

Step 2
Now that you’ve identified potential learning gaps, fill them in by taking one of our recommended training courses online or at a Zendesk Training Day, and browsing exam topics in our help center.

‣  Zendesk Support for Admins, I
‣  Zendesk Support for Admins, II
‣  Customer Satisfaction and Satisfaction Prediction
‣  Schedules and SLAs
‣  Access, Authentication, Registration
‣  Merging, Deleting and Recovering Tickets
‣  Adding and Managing End Users

Step 3
By now, you should be feeling pretty confident in sitting for the exam. As a final step in your preparation, we recommend taking our practice exam. You'll get an insider's look at our testing system (how to register, etc.) and you'll be able to take a practice test comprised of actual exam questions from our reserves.

‣  Register for the Zendesk Support Administrator Certification Practice Exam


Step 4
Get registered! To register for the exam, click the button at the top of this page. You will be redirected to Webassessor, where you'll create a secure test taking account specifically for the Certification procedure.
Are you re-certifying?
You've proven that you've got what it takes to become certified and now it's time to maintain your certification. Recertification will keep your Admin skills sharp and ensure you're up-to-speed on any product changes or enhancements since you last certified.

Step 1: Review the Exam Guide to re-familiarize yourself with the exam topics.

Step 2: Take our Practice Exam to leverage the 25-question, exam-grade practice test.

Step 3: Schedule your exam - Login to Webassessor using your test taker credentials and register for an onsite or online exam.
Frequently asked questions
How is the exam administered?
Zendesk utilizes a testing platform called Webassessor which was created by a company called Kryterion. Depending on the exam, you will have the option to test online, using a combination of biometric software and one-on-one proctoring, or on-site, through a network of 900+ worldwide testing centers.

What kind of set-up do I need if I take the exam online?
Zendesk allows the use of either an external camera or your built-in, internal computer camera. To get a better feel for the online testing experience and/or to test your equipment, please leverage Kryterion's online testing guide. This guide contains chat, talk and email support options should you run into any issues getting set-up to test online.

What if I need to reschedule or cancel my exam? 
You can reschedule or cancel your exam yourself from your test taker account. Exam fees are fully refundable up to 72 hours before your scheduled appointment for a proctored test in a Testing Center, and up to 24 hours before your scheduled appointment for an online-proctored test. Simply log into your Webassessor account to make the changes necessary. Any cancellations or reschedules after 72 and 24 hours respectively, will incur an additional fee.

Need more help? Check out our full exam FAQ. If you can’t find what you need, contact us at certification@zendesk.com.

 

About this Certification

If you’ve mastered Zendesk Support for Admins, I and Zendesk Support for Admins, II and you run your operations like a well-oiled machine, it’s time to validate your skill set by becoming a Certified Zendesk Support Administrator.

Be recognized for your in-depth knowledge and earn your employer’s trust as the go-to person on your team for Zendesk. The official stamp of approval will also raise your profile for career growth opportunities whether your goal is to take on new projects, leadership roles or even start your own customer service organization.
Qualifications
Zendesk Certified Professionals possess the knowledge and skills necessary to implement, configure, and manage an Enterprise account of Zendesk Support. They have hands-on experience completing day-to-day operational tasks needed to manage a Zendesk Enterprise instance. At a minimum, it’s recommended that this candidate has:

‣  At least 3 months of experience as a Zendesk Support Administrator
‣  Successfully completed Zendesk Support Administrator Certification Practice Exam
‣  Bonus points: Successfully completed Support for Admins, I and Support for Admins, II either online, or at a Zendesk Training Day
Exam Format
‣  Format: 78 Multiple Choice questions
‣  Time allotted: 105 Minutes
‣  Passing score: 65%
‣  Exam fee: USD $350
‣  Delivery Options: On-site in a testing center or online in a proctored environment
‣  Prerequisites: None
‣  Language: English

Ready to get Certified?
Step 1
Leverage our Exam Guide to get a better understanding of the exam topics and where you might need to brush up on your skills.

Step 2
Now that you’ve identified potential learning gaps, fill them in by taking one of our recommended training courses online or at a Zendesk Training Day, and browsing exam topics in our help center.

‣  Zendesk Support for Admins, I
‣  Zendesk Support for Admins, II
‣  Customer Satisfaction and Satisfaction Prediction
‣  Schedules and SLAs
‣  Access, Authentication, Registration
‣  Merging, Deleting and Recovering Tickets
‣  Adding and Managing End Users

Step 3
By now, you should be feeling pretty confident in sitting for the exam. As a final step in your preparation, we recommend taking our practice exam. You'll get an insider's look at our testing system (how to register, etc.) and you'll be able to take a practice test comprised of actual exam questions from our reserves.

‣  Register for the Zendesk Support Administrator Certification Practice Exam


Step 4
Get registered! To register for the exam, click the button at the top of this page. You will be redirected to Webassessor, where you'll create a secure test taking account specifically for the Certification procedure.
Are you re-certifying?
You've proven that you've got what it takes to become certified and now it's time to maintain your certification. Recertification will keep your Admin skills sharp and ensure you're up-to-speed on any product changes or enhancements since you last certified.

Step 1: Review the Exam Guide to re-familiarize yourself with the exam topics.

Step 2: Take our Practice Exam to leverage the 25-question, exam-grade practice test.

Step 3: Schedule your exam - Login to Webassessor using your test taker credentials and register for an onsite or online exam.
Frequently asked questions
How is the exam administered?
Zendesk utilizes a testing platform called Webassessor which was created by a company called Kryterion. Depending on the exam, you will have the option to test online, using a combination of biometric software and one-on-one proctoring, or on-site, through a network of 900+ worldwide testing centers.

What kind of set-up do I need if I take the exam online?
Zendesk allows the use of either an external camera or your built-in, internal computer camera. To get a better feel for the online testing experience and/or to test your equipment, please leverage Kryterion's online testing guide. This guide contains chat, talk and email support options should you run into any issues getting set-up to test online.

What if I need to reschedule or cancel my exam? 
You can reschedule or cancel your exam yourself from your test taker account. Exam fees are fully refundable up to 72 hours before your scheduled appointment for a proctored test in a Testing Center, and up to 24 hours before your scheduled appointment for an online-proctored test. Simply log into your Webassessor account to make the changes necessary. Any cancellations or reschedules after 72 and 24 hours respectively, will incur an additional fee.

Need more help? Check out our full exam FAQ. If you can’t find what you need, contact us at certification@zendesk.com.

 

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