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Duration 14 hours
Course Outline
Getting Started with Zoho Desk
- Key features and associated advantages
- Functionality within customer support operations
- Navigation of the user interface
Account Setup and Team Configuration
- Establishing departments, roles, and agent profiles
- Branding adjustments and portal personalization
- Channel integration (email, voice, social media, live chat)
Ticket Handling and Process Automation
- Ticket lifecycle: initiation, allocation, and closure
- Application of SLAs, workflows, and escalation policies
- Automation utilities: blueprints, macros, and custom logic
Knowledge Base and Self-Help Portals
- Development and administration of help documents
- Construction of a customer-facing portal
- Improving self-service via AI-driven recommendations
Analytics and Visual Dashboards
- Creation and modification of reports
- Designing dashboards for team productivity tracking
- Data export and automated report scheduling
Change Management and Audit Trails
- Monitoring configuration changes and ticket history
- Utilization of audit logs and user activity records
- Best practices for maintaining a secure, auditable environment
Integrations and Efficiency Enhancements
- Connectivity with CRM, Slack, and telephony systems
- Leveraging extensions and marketplace applications
- Mobile application usage for on-site support
Conclusion and Future Actions
Requirements
- Familiarity with fundamental customer support methodologies
- Prior experience with ticketing platforms or helpdesk utilities
Target Audience
- Support leads and helpdesk system administrators
- Customer service experts who utilize or oversee Zoho Desk
- IT personnel deploying Zoho Desk within their organizations
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
