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Duration 14 hours
Course Outline
Introduction to Zoho Desk
- Key features and their benefits
- The role of Zoho Desk in customer support operations
- An overview of the user interface
Account Setup and Team Configuration
- Establishing departments, roles, and agent profiles
- Branding and customizing the customer portal
- Configuring support channels (email, phone, social media, live chat)
Ticket Management and Automation
- The ticket lifecycle: from creation and assignment to resolution
- Leveraging SLAs, workflows, and escalation rules
- Automation tools including 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 suggestions
Reporting and Dashboards
- Generating and customizing performance reports
- Creating dashboards to visualize team performance
- Data export and scheduling report deliveries
Change Control and Traceability
- Monitoring configuration changes and ticket history
- Utilizing audit logs and user activity reports
- Best practices for ensuring a secure and traceable environment
Integrations and Productivity Enhancements
- Connecting with CRM systems, Slack, and telephony solutions
- Leveraging extensions and marketplace applications
- Using the mobile app for on-the-go support
Conclusion and Recommended Next Steps
Requirements
- A solid grasp of fundamental customer support processes
- Familiarity with ticketing systems or helpdesk tools
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.
