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Duration 14 hours (2 days)
Course Outline
Getting Started with Zoho Desk
- Summary of key capabilities and advantages
- The platform's function within customer support activities
- Guided walkthrough of the user interface
Account Setup and Team Configuration
- Establishing departments, roles, and agent profiles
- Branding and customization of the customer portal
- Setting up communication channels (email, phone, social media, live chat)
Ticket Oversight and Process Automation
- The ticket lifecycle: initiation, allocation, and closure
- Utilizing SLAs, workflows, and escalation protocols
- Automation utilities: blueprints, macros, and bespoke functions
Knowledge Base and Self-Help Portals
- Drafting and administering assistance articles
- Architecting the customer-facing portal
- Boosting self-service capabilities via AI-driven recommendations
Analytics and Visual Dashboards
- Generating and refining performance reports
- Constructing dashboards to visualize team outcomes
- Data extraction and automated report distribution
Change Governance and Audit Trails
- Monitoring configuration changes and ticket history
- Leveraging audit logs and user activity analyses
- Recommended practices for sustaining a secure and auditable environment
Integrations and Efficiency Enhancers
- Connecting with CRM systems, Slack, and telephony platforms
- Deploying extensions and marketplace applications
- Utilizing the mobile application for on-site support
Recap and Future Recommendations
Requirements
- Familiarity with fundamental customer support methodologies
- Prior experience with ticketing platforms or helpdesk applications
Intended Audience
- Support supervisors and helpdesk system administrators
- Customer service experts who utilize or oversee Zoho Desk
- IT personnel responsible for deploying Zoho Desk within an organization
Custom Corporate Training
Training solutions designed exclusively for businesses.
- Customized Content: We adapt the syllabus and practical exercises to the real goals and needs of your project.
- Flexible Schedule: Dates and times adapted to your team's agenda.
- Format: Online (live), In-company (at your offices), or Hybrid.
Price per private group, online live training, starting from 3200 € + VAT*
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Testimonials (1)
Applicable topics and he spoke clearly and concisely.
