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Course Outline
Introduction to Zoho Desk
- Overview of features and benefits.
- Its role in customer support operations.
- Tour of the user interface.
Account Configuration and Team Setup
- Setting up departments, roles, and agents.
- Branding and portal customization.
- Channel configuration (email, phone, social media, live chat).
Ticket Management and Automation
- Ticket lifecycle: creation, assignment, and resolution.
- Utilizing SLAs, workflows, and escalation rules.
- Automation tools: blueprints, macros, and custom functions.
Knowledge Base and Self-Service Portals
- Creating and managing help articles.
- Designing a customer portal.
- Enhancing self-service through AI-driven suggestions.
Reporting and Dashboards
- Creating and customizing reports.
- Building dashboards for team performance monitoring.
- Exporting data and scheduling report delivery.
Change Control and Traceability
- Tracking configuration changes and ticket history.
- Using audit logs and user activity reports.
- Best practices for maintaining a secure and traceable environment.
Integrations and Productivity Tools
- Integrating with CRM, Slack, and telephony systems.
- Utilizing extensions and marketplace applications.
- Leveraging the mobile app for field support.
Summary and Next Steps
Requirements
- A foundational understanding of customer support processes.
- Prior experience with ticketing systems or helpdesk tools.
Target Audience
- Support managers and helpdesk administrators.
- Customer service professionals who utilize or manage Zoho Desk.
- IT staff responsible for implementing Zoho Desk within an organization.
14 Hours
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
