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Duration 14 hours
Course Outline
Introduction to Zoho Desk
- Exploration of key features and business benefits
- The role of Zoho Desk in customer support operations
- Guided tour of the user interface
Account Configuration and Team Establishment
- Configuring departments, user roles, and agent permissions
- Customizing branding and the customer portal
- Setting up support channels (email, phone, social media, live chat)
Ticket Management and Automation Strategies
- Understanding the ticket lifecycle: creation, assignment, and resolution
- Implementing SLAs, workflows, and escalation rules
- Utilizing automation tools such as blueprints, macros, and custom functions
Knowledge Base and Self-Service Capabilities
- Authoring and maintaining help articles
- Designing an effective customer portal
- Boosting self-service efficiency with AI-driven suggestions
Reporting and Dashboard Creation
- Generating and customizing analytical reports
- Constructing dashboards to visualize team performance
- Managing data exports and scheduled report distribution
Change Control and Audit Traceability
- Monitoring configuration changes and ticket history
- Leveraging audit logs and user activity reports
- Applying best practices for a secure and traceable system environment
Integrations and Productivity Enhancements
- Connecting with CRM systems, Slack, and telephony solutions
- Utilizing extensions and marketplace applications
- Deploying the mobile app for on-site or field support
Conclusion and Recommended Next Steps
Requirements
- A foundational understanding of customer support processes
- Familiarity with ticketing systems or similar helpdesk tools
Target Audience
- Support managers and helpdesk administrators
- Customer service professionals operating or overseeing Zoho Desk
- IT personnel responsible for deploying Zoho Desk within an organization
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
