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Course Outline
Introduction to Zoho Desk
- Overview of key features and advantages
- The platform's role in customer support operations
- Guided tour of the user interface
Account Setup and Team Configuration
- Establishing departments, roles, and agents
- Branding and portal personalization
- Configuring channels (email, phone, social, live chat)
Ticket Administration and Automation
- Ticket lifecycle: creation, assignment, and resolution
- Leveraging SLAs, workflows, and escalation protocols
- Automation utilities: blueprints, macros, and custom functions
Knowledge Base and Self-Service Portals
- Developing and managing help articles
- Designing the customer portal
- Boosting self-service capabilities via AI suggestions
Reporting and Dashboards
- Generating and customizing reports
- Creating dashboards for team performance monitoring
- Data export and scheduled report distribution
Change Control and Traceability
- Monitoring configuration and ticket history
- Utilizing audit logs and user activity reports
- Best practices for a secure and traceable environment
Integrations and Productivity Enhancements
- Integrating with CRM, Slack, and telephony systems
- Employing extensions and marketplace applications
- Utilizing the mobile app for field support
Recap and Future Directions
Requirements
- A foundational understanding of customer support processes
- Familiarity with ticketing systems or helpdesk applications
Audience
- Support managers and helpdesk administrators
- Customer service experts who utilize or oversee Zoho Desk
- IT personnel deploying Zoho Desk within an organization
14 Hours
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
