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Duration 14 hours
Course Outline
Introduction to Zoho Desk
- Key features and core advantages
- Role within customer support operations
- Interface walkthrough and navigation
Account Setup and Team Integration
- Establishing departments, roles, and agent profiles
- Customizing branding and customer portals
- Configuring support channels (email, phone, social media, live chat)
Ticket Administration and Automation
- Ticket lifecycle: from creation and assignment to resolution
- Leveraging SLAs, workflows, and escalation protocols
- Automation utilities: blueprints, macros, and custom functions
Knowledge Base and Self-Service Solutions
- Authoring and maintaining help articles
- Designing intuitive customer portals
- Boosting self-service capabilities with AI-driven suggestions
Reporting and Dashboard Creation
- Generating and tailoring detailed reports
- Constructing dashboards to visualize team performance
- Data export options and automated report scheduling
Change Management and Audit Trails
- Monitoring configuration changes and ticket history
- Utilizing audit logs and user activity analytics
- Best practices for ensuring a secure and traceable environment
Integrations and Efficiency Tools
- Connecting with CRM, Slack, and telephony systems
- Utilizing extensions and marketplace applications
- Mobile application usage for field support teams
Recap and Future Actions
Requirements
- Familiarity with fundamental customer support procedures
- Prior exposure to ticketing platforms or helpdesk software
Target Audience
- Support managers and helpdesk administrators
- Customer service specialists managing or utilizing Zoho Desk
- IT personnel responsible for deploying Zoho Desk within an organization
Testimonials (1)
Applicable topics and he spoke clearly and concisely.
