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Duration 14 hours (2 days)
Course Outline
Introduction to Zoho Desk
- Overview of key features and operational benefits.
- The platform's role in customer support operations.
- Guided tour of the user interface.
Account Configuration and Team Administration
- Setting up departments, defining roles, and assigning agents.
- Customizing branding and the customer portal.
- Configuring support channels (email, phone, social media, live chat).
Ticket Management and Automation Strategies
- Managing the ticket lifecycle: creation, assignment, and closure.
- Leveraging SLAs, workflows, and escalation rules.
- Utilizing automation tools such as blueprints, macros, and custom functions.
Knowledge Base and Self-Service Portals
- Authoring and managing help articles.
- Designing an effective customer portal.
- Enhancing self-service capabilities using AI-driven suggestions.
Reporting and Dashboard Creation
- Generating and customizing performance reports.
- Building dashboards to visualize team metrics.
- Exporting data and setting up scheduled report distribution.
Change Control and Auditability
- Monitoring configuration changes and ticket history.
- Reviewing audit logs and user activity reports.
- Implementing best practices for a secure and traceable environment.
Integrations and Productivity Enhancements
- Integrating with CRM platforms, Slack, and telephony systems.
- Utilizing extensions and apps from the marketplace.
- Leveraging the mobile application for field support.
Conclusion and Forward Planning
Requirements
- Fundamental understanding of standard customer support processes.
- Prior exposure to ticketing systems or helpdesk tools.
Target Audience
- Support managers and helpdesk administrators.
- Customer service specialists who utilize or manage Zoho Desk.
- IT professionals responsible for deploying Zoho Desk within their organizations.
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
