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Course Outline
Introduction to Zoho Desk
- Overview of key features and advantages
- Its role in customer support operations
- Guided tour of the user interface
Account Setup and Team Configuration
- Establishing departments, roles, and agent profiles
- Branding and portal personalization
- Channel setup (email, phone, social media, live chat)
Ticket Management 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
- Creating and maintaining help articles
- Designing a customer portal
- Enhancing self-service capabilities via AI suggestions
Reporting and Dashboards
- Developing and customizing reports
- Constructing dashboards for team performance metrics
- Exporting data and scheduling report distribution
Change Management and Traceability
- Monitoring configuration and ticket history
- Utilizing audit logs and user activity reports
- Best practices for maintaining a secure and auditable environment
Integrations and Productivity Tools
- Connecting with CRM, Slack, and telephony systems
- Using extensions and marketplace applications
- Utilizing the mobile app for field support
Summary and Future Steps
Requirements
- A foundational understanding of standard customer support processes
- Prior experience with ticketing systems or helpdesk tools
Target Audience
- Support managers and helpdesk administrators
- Customer service specialists who use or manage Zoho Desk
- IT professionals responsible for implementing Zoho Desk within an organization
14 Hours
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
