What the Course Entails and Exam Details

Preparing for this certification requires a deep dive into the core features and administrative capabilities of Zendesk Support.

The syllabus comprehensively covers user and organization management, ensuring you know how to structure permissions, roles, and access properly.

You will also need to master ticket routing, workflows, macros, triggers, and automations to ensure support requests are handled efficiently.

Additionally, the exam covers crucial topics like data management, reporting basics, security settings, and customizing the agent workspace to boost productivity.

A thorough understanding of how these components interact within the Zendesk ecosystem is critical for success.

What to Expect in the Final Exam

The official Zendesk Support Administrator exam is designed to test both your theoretical knowledge and practical application of the platform.

You can expect approximately 70 to 80 multiple-choice and multiple-response questions.

Candidates are generally given 105 minutes to complete the test, which requires a steady pace and clear understanding of the material.

The passing score is typically set around 65%, though it is always best to aim much higher during your practice sessions.

The exam is strictly proctored, meaning you cannot use external reference materials, notes, or access your Zendesk sandbox while testing.

How to Study and Exam Centers

The most effective way to prepare is through a combination of structured learning and hands-on practice.

Start by completing the official Zendesk Administrator learning path available on the Zendesk training portal.

Simultaneously, create a Zendesk trial account to build out workflows, test triggers, and familiarize yourself with the administrative dashboard in a real-world setting.

Taking high-quality practice exams is also essential, as they will help you identify knowledge gaps and get comfortable with the wording of the questions.

When you are ready, you can register for the exam through Webassessor (Kryterion), which allows you to take the test either online via a secure remote proctor or in person at an authorized physical Kryterion testing center.

Job Opportunities from the Course

Earning your Zendesk Support Admin Certification opens the door to numerous exciting and well-paying career paths in the tech and customer experience sectors.

Here are some of the key job titles this credential can help you secure:

• Zendesk Administrator

• Customer Experience (CX) Operations Manager

• Customer Support Manager

• IT Help Desk Administrator

• CX Systems Specialist

• Technical Support Engineer

• CRM Implementation Consultant