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Course Outline
Introduction to Zoho Desk
- Overview of core features and advantages
- The platform's role in customer support operations
- Guided tour of the user interface
Account Setup and Team Configuration
- Establishing departments, defining roles, and adding agents
- Branding and customizing the client portal
- Configuring support channels (email, phone, social media, live chat)
Ticket Management and Automated Workflows
- Ticket lifecycle: creation, allocation, and resolution
- Leveraging SLAs, workflows, and escalation policies
- Automation utilities: blueprints, macros, and custom functions
Knowledge Base and Self-Service Capabilities
- Authoring and maintaining help articles
- Designing an effective customer portal
- Enhancing self-service experiences with AI-driven suggestions
Reporting and Dashboard Creation
- Generating and customizing analytical reports
- Constructing dashboards to visualize team performance
- Data export options and scheduling report distribution
Change Management and Audit Trails
- Monitoring configuration changes and ticket history
- Utilizing audit logs and user activity reports
- Best practices for ensuring a secure and auditable environment
Integrations and Productivity Enhancements
- Connecting with CRM systems, Slack, and telephony tools
- Deploying extensions and marketplace applications
- Using the mobile application for field support scenarios
Recap and Future Actions
Requirements
- A foundational understanding of standard customer support procedures
- Familiarity with ticketing systems or helpdesk applications
Target Audience
- Support managers and helpdesk administrators
- Customer service experts who utilize or supervise Zoho Desk
- IT personnel tasked with deploying Zoho Desk within an organization
14 Hours
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
