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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 Configuration and Team Setup
- Setting up departments, roles, and agent profiles
- Customizing branding and customer portals
- Configuring communication channels (email, phone, social, live chat)
Ticket Management and Automation
- Understanding the ticket lifecycle: creation, assignment, and resolution
- Leveraging SLAs, workflows, and escalation rules
- Utilizing automation tools: blueprints, macros, and custom functions
Knowledge Base and Self-Service Portals
- Creating and managing help articles
- Designing effective customer portals
- Enhancing self-service capabilities with AI suggestions
Reporting and Dashboards
- Creating and customizing performance reports
- Building dashboards to visualize team performance
- Data export options and scheduled report delivery
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 Tools
- Integrating with CRM, Slack, and telephony systems
- Leveraging extensions and marketplace apps
- Using the mobile application for field support
Summary and Next Steps
Requirements
- Familiarity with fundamental customer support processes
- Prior experience with ticketing systems or helpdesk software
Audience
- Support managers and helpdesk administrators
- Customer service professionals utilizing or overseeing Zoho Desk
- IT personnel responsible for deploying Zoho Desk within an organization
14 Hours
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
