Course Details

Workflow – Actions Certification

This certification course provides training on the Actions components of the platform.


Recommended time to complete this course is 25 minutes. Your progress is saved as you go. If you can’t finish in one sitting, you can come back to it later.

Note: If you do not have access to all of these features, they are not included in your coursework. You can still complete the course, but the certification quiz requires knowledge of all modules.

Learning Objectives

After completing this course, you should be able to do the following:

1 Describe the ticket life-cycle from creation to close.
2 Understand what a ticket SLA is and how time is tracked for a ticket. Explain how to postpone a due date or put a ticket on hold.
3 Discuss workflow configuration options, such as how to route tickets to different teams and enable notifications.
4 Summarize automation options for ticket creation.
5 Identify metrics to measure your team's performance in resolving tickets.


Think you’ve mastered this course? Use the course quiz to assess your knowledge and join the certification club!

Quick notes about the quiz:

  • You must complete all course topics to unlock the certification quiz.
  • The quiz includes 10 questions about the course material.
  • You must achieve an 80% to pass.
  • You can take the quiz multiple times.
  • Review the quiz results to view question explanations.
Thanks for your participation. Good luck!