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Course Outline
Introduction to Zoho Desk
- Overview of key features and advantages
- The role of Zoho Desk in customer support operations
- Guided tour of the user interface
Account Configuration and Team Establishment
- Setting up departments, roles, and agents
- Branding and portal personalization
- Channel setup (email, phone, social media, live chat)
Ticket Management and Automation Strategies
- The ticket lifecycle: creation, assignment, and resolution
- Leveraging SLAs, workflows, and escalation rules
- Automation tools: blueprints, macros, and custom functions
Knowledge Base and Self-Service Portals
- Authoring and maintaining help articles
- Designing an effective customer portal
- Enhancing self-service capabilities with AI suggestions
Reporting and Dashboard Development
- Creating and customizing reports
- Building dashboards to track team performance
- Exporting data and scheduling 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 auditable environment
Integrations and Productivity Enhancements
- Connecting with CRM, Slack, and telephony systems
- Leveraging extensions and marketplace applications
- Utilizing the mobile app for field support
Summary and Future Steps
Requirements
- A solid grasp of fundamental customer support processes
- Prior experience with ticketing systems or helpdesk tools
Target Audience
- Support managers and helpdesk administrators
- Customer service professionals utilizing or overseeing Zoho Desk
- IT staff responsible for deploying Zoho Desk within an organization
14 Hours
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
