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Course Outline
Introduction to Zoho Desk
- Overview of key features and benefits
- The platform's role in customer support operations
- Guided tour of the user interface
Account Configuration and Team Setup
- Establishing 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 with AI-driven suggestions
Reporting and Dashboards
- Creating and customizing reports
- Building dashboards for team performance analysis
- 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
- Using extensions and marketplace applications
- Leveraging the mobile app for field support
Summary and Next Steps
Requirements
- Familiarity with basic customer support processes
- Experience with ticketing systems or helpdesk tools
Target Audience
- Support managers and helpdesk administrators
- Customer service professionals using or managing Zoho Desk
- IT personnel responsible for implementing Zoho Desk within an organization
14 Hours
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
