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Duration 14 hours (2 days)
Course Outline
Introduction to Zoho Desk
- Key features and associated advantages
- The platform's function in customer support operations
- Guided tour of the user interface
Account Setup and Team Administration
- Establishing departments, roles, and agent profiles
- Branding adjustments and portal personalization
- Configuring channels (email, voice, social media, live chat)
Ticket Handling and Automated Workflows
- The ticket lifecycle: from creation and assignment to resolution
- Leveraging SLAs, workflows, and escalation policies
- Automation utilities: blueprints, macros, and custom functions
Knowledge Bases and Self-Service Portals
- Drafting and maintaining help articles
- Designing an intuitive customer portal
- Enhancing self-service capabilities with AI-driven suggestions
Analytics and Dashboards
- Generating and refining performance reports
- Constructing dashboards to visualize team KPIs
- Data export and scheduling automatic report distribution
Change Management and Audit Trails
- Monitoring configuration changes and ticket histories
- Utilizing audit logs and user activity analytics
- Best practices for preserving a secure and auditable environment
Integrations and Productivity Enhancements
- Connecting with CRM, Slack, and telephony systems
- Leveraging extensions and marketplace applications
- Utilizing the mobile application for field support scenarios
Recap and Future Actions
Requirements
- Fundamental understanding of customer support processes
- Familiarity with ticketing platforms or helpdesk utilities
Target Audience
- Support leaders and helpdesk administrators
- Customer service professionals operating or managing Zoho Desk
- IT personnel deploying Zoho Desk within an organizational structure
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
