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Duration 14 hours
Course Outline
Introduction to Zoho Desk
- Overview of core features and advantages.
- Exploration of the user interface.
Account Configuration and Team Setup
- Establishing departments, roles, and agent profiles.
- Configuring channels (email, phone, social media, live chat).
Ticket Management and Automation
- The ticket lifecycle: from creation to assignment and resolution.
- Applying SLAs, workflows, and escalation protocols.
- Leveraging automation tools such as blueprints, macros, and custom functions.
Knowledge Base and Self-Service Portals
- Developing and curating help articles.
- Architecting a user-friendly customer portal.
- Boosting self-service capabilities via AI-driven suggestions.
Reporting and Dashboards
- Generating and refining reports.
- Constructing dashboards to monitor team performance.
- Exporting data and scheduling report deliveries.
Change Control and Traceability
- Monitoring configuration changes and ticket history.
- Best practices for ensuring a secure and auditable environment.
Integrations and Productivity Tools
- Connecting with CRM, Slack, and telephony systems.
- Utilizing the mobile app for on-site support.
Summary and Next Steps
Requirements
- A fundamental grasp of basic customer support procedures.
- Prior familiarity with ticketing systems or helpdesk applications.
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.
