- Welcome
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Welcome 0 hr 4 min
- Configuration basics
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Overview: configuration basics 0 hr 1 min
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Using schedules with business rules (EO 1.4) 0 hr 4 min
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Demo: Using schedules with views 0 hr 3 min
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Accessing archived tickets (EO 1.5) 0 hr 2 min
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Troubleshoot a view (EO 1.6) 0 hr 2 min
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Reflection on configuration basics 0 hr 2 min
- Automated business rules
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Overview: automated business rules 0 hr 1 min
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Trigger and automation conditions (EO 2.1) 0 hr 2 min
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Trigger order (EO 2.2) 0 hr 2 min
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Review: troubleshooting trigger order 0 hr 2 min
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Troubleshooting triggers (EO 2.3) 0 hr 2 min
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Review: 'status is new' vs. 'ticket is created' 0 hr 2 min
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Troubleshooting email notifications (EO 2.4) 0 hr 2 min
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Configuring an SLA (EO 2.5) 0 hr 2 min
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Demo: Set up an automation to notify agents of an SLA breach 0 hr 2 min
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Reflection on automated business rules 0 hr 2 min
- User experience
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Overview: user experience 0 hr 1 min
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Time zone localization discrepancies (EO 3.1) 0 hr 2 min
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Agent ticket access (EO 3.9) 0 hr 2 min
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Ticket setting changes (EO 3.11) 0 hr 2 min
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Reflection on user experience 0 hr 2 min
- Ticketing configuration
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Overview: ticketing configuration 0 hr 1 min
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Tickets and tags (EO 4.7) 0 hr 2 min
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Demo: Routing tickets to a group of agents 0 hr 3 min
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Configuring ticket forms (EO 4.8) 0 hr 2 min
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Creating, organizing, and applying macros (EO 4.9) 0 hr 1 min
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Demo: Organizing macros with nesting 0 hr 2 min
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Managing tickets in bulk (EO 4.13) 0 hr 2 min
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Demo: Bulk updating tickets 0 hr 3 min
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Reflection on ticketing configuration 0 hr 2 min
- Additional features
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Overview: additional features 0 hr 1 min
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Modifying the email template (EO 5.1) 0 hr 2 min
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Using multibrand (EO 5.6)
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Reflection on additional features 0 hr 2 min
- Security and data persistence
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Overview: security and data persistence 0 hr 1 min
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Modifying authentication (EO 6.2) 0 hr 2 min
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Updating, merging, suspending, or deleting a user (EO 6.4) 0 hr 2 min
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Demo: Deleting a user profile 0 hr 3 min
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Deleting data (EO 6.7) 0 hr 4 min
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Reflection on security and data persistence 0 hr 2 min
- Wrap up
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Course summary 0 hr 1 min
On-Demand: Zendesk Support Administrator Certification Preparation Course
This course will help you prepare for the Zendesk Support Administrator Expert Exam.
Video (16 min)
Reading (70 min)
Description
This course is designed to help prepare you for the Support Expert Administrator Certification Exam. A variety of questions, scenarios, and troubleshooting exercises that align with Exam Objectives (EOs) will help you practice your skills, recall information, and identify areas for further study. This course focuses specifically on topics that have proven to be challenging for learners in the past.
Course topics
- basic features in Zendesk Support
- automated business rules
- the user experience
- ticket settings
- security settings and managing data
- additional customizations
Audience
The course is relevant to Support admins who:
- are preparing for the Zendesk Support Administrator Expert Exam
- have 3+ months of experience with Zendesk Support
- have taken the Foundational Support Learning Path (or Support for Admins I & II or a Support Zendesk Training Day)
- may have taken a Certification Prep and Practice Workshop and/or various product feature tutorials
Recommended prerequisites
One of the following:
Instructional Designer