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Duration 14 hours
Course Outline
Introduction to Zoho Desk
- Overview of key features and advantages
- The platform's role in customer support operations
- A guided tour of the user interface
Account Configuration and Team Setup
- Establishing departments, roles, and agent profiles
- Customizing branding and the customer portal
- Configuring support channels (email, phone, social media, live chat)
Ticket Management and Automation
- Managing the 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 maintaining help articles
- Designing an effective customer portal
- Boosting self-service capabilities through AI-driven suggestions
Reporting and Dashboards
- Generating and customizing performance reports
- Constructing dashboards for team oversight
- Data export and scheduling automated report delivery
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 applications from the marketplace
- Using the mobile app for field support scenarios
Summary and Next Steps
Requirements
- A foundational understanding of standard customer support processes
- Prior experience with ticketing systems or helpdesk software
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.
