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Duration 14 hours
Course Outline
Introduction to Zoho Desk
- Key features and associated benefits
- The platform's role in customer support operations
- A comprehensive tour of the user interface
Account Setup and Team Configuration
- Establishing departments, roles, and agent profiles
- Branding and customer portal customization
- Configuring support channels (email, phone, social media, live chat)
Ticket Management and Process Automation
- Ticket lifecycle: creation, assignment, and resolution
- Utilizing SLAs, workflows, and escalation rules
- Leveraging automation tools: blueprints, macros, and custom functions
Knowledge Base and Self-Service Portals
- Authoring and managing help articles
- Designing an effective customer portal
- Enhancing self-service capabilities with AI-driven suggestions
Reporting and Dashboard Creation
- Developing and customizing performance reports
- Constructing dashboards to visualize team performance
- Data export and scheduling automated report delivery
Change Control and Audit Traceability
- Monitoring configuration changes and ticket history
- Reviewing audit logs and user activity reports
- Best practices for maintaining a secure and traceable environment
Integrations and Productivity Enhancements
- Integrating with CRM, Slack, and telephony systems
- Utilizing extensions and marketplace applications
- Using the mobile app for field support scenarios
Conclusion and Recommended Next Steps
Requirements
- Familiarity with fundamental customer support processes
- Practical experience with ticketing systems or helpdesk applications
Target Audience
- Support managers and helpdesk administrators
- Customer service professionals who utilize or oversee Zoho Desk
- IT personnel responsible for deploying Zoho Desk within an organization
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
