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Duration 14 hours
Course Outline
Introduction to Zoho Desk
- Key features and associated benefits.
- The role of the platform in customer support operations.
- A guided tour of the user interface.
Account Configuration and Team Setup
- Establishing departments, defining roles, and assigning agents.
- Customizing branding and the customer portal.
- Configuring support channels (email, phone, social media, live chat).
Ticket Management and Automation
- The ticket lifecycle: creation, assignment, and resolution.
- Leveraging SLAs, workflows, and escalation rules.
- Utilizing automation tools: blueprints, macros, and custom functions.
Knowledge Base and Self-Service Portals
- Authoring and managing help articles.
- Designing an effective customer portal.
- Boosting self-service capabilities through AI suggestions.
Reporting and Dashboards
- Generating and customizing reports.
- Creating dashboards to visualize team performance.
- Data export and scheduled report distribution.
Change Control and Traceability
- Monitoring configuration changes and ticket history.
- Reviewing audit logs and user activity reports.
- Best practices for ensuring a secure and traceable environment.
Integrations and Productivity Tools
- Connecting with CRM, Slack, and telephony systems.
- Utilizing extensions and marketplace applications.
- Using the mobile app for field support tasks.
Summary and Next Steps
Requirements
- A fundamental understanding of basic customer support processes.
- Prior experience with ticketing systems or helpdesk tools.
Target Audience
- Support managers and helpdesk administrators.
- Customer service professionals who use or manage Zoho Desk.
- IT staff responsible for deploying Zoho Desk within an organization.
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
