Gracias por enviar su consulta! Uno de los miembros de nuestro equipo se pondrá en contacto con usted en breve.
Gracias por enviar su reserva! Uno de los miembros de nuestro equipo se pondrá en contacto con usted en breve.
Programa del Curso
Introduction to Zoho Desk
- Overview of features and benefits
- Role in customer support operations
- Tour of the user interface
Account Configuration and Team Setup
- Setting up departments, roles, and agents
- Branding and portal customization
- Channel configuration (email, phone, social, live chat)
Ticket Management and Automation
- Ticket lifecycle: creation, assignment, and resolution
- Using SLAs, workflows, and escalation rules
- Automation tools: blueprints, macros, and custom functions
Knowledge Base and Self-Service Portals
- Creating and managing help articles
- Designing a customer portal
- Enhancing self-service through AI suggestions
Reporting and Dashboards
- Creating and customizing reports
- Building dashboards for team performance
- Exporting data and scheduled report delivery
Change Control and Traceability
- Tracking configuration and ticket history
- Using audit logs and user activity reports
- Best practices for maintaining a secure and traceable environment
Integrations and Productivity Tools
- Integrating with CRM, Slack, and telephony
- Using extensions and marketplace apps
- Mobile app usage for field support
Summary and Next Steps
Requerimientos
- An understanding of basic customer support processes
- Experience with ticketing systems or helpdesk tools
Audience
- Support managers and helpdesk administrators
- Customer service professionals using or managing Zoho Desk
- IT staff implementing Zoho Desk in an organization
14 Horas
