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Duration 14 hours
Course Outline
Introduction to Zoho Desk
- Overview of key features and benefits.
- The role of Zoho Desk in customer support operations.
- Guided tour of the user interface.
Account Setup and Team Configuration
- Establishing departments, roles, and agent profiles.
- Customizing branding and the customer portal.
- Configuring communication channels (email, phone, social media, live chat).
Ticket Administration and Automation
- The ticket lifecycle: creation, assignment, and resolution.
- Utilizing SLAs, workflows, and escalation rules.
- Leveraging automation tools such as blueprints, macros, and custom functions.
Knowledge Base and Self-Service Portals
- Authoring and managing help articles.
- Designing the customer-facing portal.
- Improving self-service capabilities through AI-driven suggestions.
Reporting and Dashboards
- Creating and customizing analytical reports.
- Constructing dashboards to visualize team performance.
- Data export and scheduled report distribution.
Change Control and Traceability
- Monitoring configuration changes and ticket history.
- Utilizing audit logs and user activity reports.
- Best practices for maintaining a secure and traceable environment.
Integrations and Productivity Enhancements
- Connecting with CRM, Slack, and telephony systems.
- Leveraging extensions and marketplace applications.
- Utilizing the mobile app for field support tasks.
Summary and Future Directions
Requirements
- Familiarity with fundamental customer support processes.
- Prior experience with ticketing systems or helpdesk tools.
Target Audience
- Support managers and helpdesk administrators.
- Customer service professionals utilizing or overseeing Zoho Desk.
- IT personnel deploying Zoho Desk within an organization.
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
