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Duration 14 hours (2 days)
Course Outline
Introduction to Zoho Desk
- Overview of key features and benefits
- The role of Zoho Desk in customer support operations
- Walkthrough of the user interface
Account Configuration and Team Setup
- Establishment of departments, roles, and agents
- Branding and portal customization
- Setup for support channels (email, phone, social media, live chat)
Ticket Management and Automation
- Understanding the ticket lifecycle: creation, assignment, and resolution
- Utilizing SLAs, workflows, and escalation rules
- Leveraging automation tools: blueprints, macros, and custom functions
Knowledge Base and Self-Service Portals
- Creation and management of help articles
- Designing the customer portal experience
- Enhancing self-service capabilities with AI suggestions
Reporting and Dashboards
- Creation and customization of reports
- Building dashboards to visualize team performance
- Data export and scheduling for report delivery
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 Tools
- Integration with CRM, Slack, and telephony systems
- Utilizing extensions and marketplace applications
- Using the mobile app for field support operations
Summary and Next Steps
Requirements
- Foundational knowledge of basic customer support processes
- Familiarity with ticketing systems or helpdesk tools
Target Audience
- Support managers and helpdesk administrators
- Customer service professionals utilizing or overseeing Zoho Desk
- IT personnel responsible for deploying Zoho Desk within an organization
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
