Online Training Course

Introduction

• Welcome to Zoho Desk
• Benefits of Zoho Desk
• Creating an account in Zoho Desk
• Overview of Departments
• Introduction to modules

Multi-Channel Support

• Importance of channels
• Channel limits based on edition

Emails

• What is a "Support Email Address" and how you can create one
• How email forwarding helps create tickets
• What is "From Address" and how you create one
• Need for SMTP
• DKIM
• Spam handling
• Other email configurations for your account

Help Center

• What is a Help Center?
• What is a contact?
• Invite your customers to access your Help Center
• Add your users to the self-service portal
• What is an Account?
• Impacts of duplicate Account and Contacts
• Provide solutions without an agent intervention
• Organize your Articles
• Customize your Portal
• Labels and groups
• Optimize your customer search using SEO
• Track users with Page Sense and Google Analytics

Knowledge Base

• Building thorough knowledge base articles
• Access settings of knowledge base module
• Organize and manage knowledge base
• Dashboard and gallery
• Multi-lingual

User Community

• What is a user community and can it help your organization?
• How to create and manage a post and a forum.
• Preferences for your posts
• How to moderate a post
• Convert topics and track as tickets
• How gamification can manage enthusiastic customers with badges and ranks

Social Brands

• Create social connections using your own brands
• Importing your brands from Zoho Social
• Managing Facebook posts
• Agent handling data from social
• Managing tweets
• Managing Facebook and Twitter direct messages

Voice Call Support

• Support your customers from anywhere via telephone service
• On-premise telephony support
• Use the phone bridge method to integrate with other providers
• Usage of calls in activity modules
• Agent call management

Web Forms

• Classification of web forms
• Allow customers to submit queries from your website via web forms
• Collect feedback on your content via feedback widgets

Instant Messaging for Your Business

• Integration of popular messaging apps
• Auto responses
• Monitoring metrics on the dashboard

Advanced Channels

ASAP

• Importance of ASAP
• Cast your help center in your website or blog
• Zia bot with ASAP
• ASAP customizations
• User authentication in ASAP
• Creating tool tips and Chrome extensions
• Guided conversation bot with ASAP

Live Chat

• Configuration of instant chat support
• Embed live chat on your website
• Advanced chat settings

Guided Conversation - Self-Service Bot

• Blocks and variables
• Building your chat conversation flow
• Connecting with other services - webhooks

Tickets

• Overview of the tickets module
• How to help your agents handle your customer queries
• Using ticket work modes for effective customer support
• Help agents organize their tickets using views Pick on-demand tickets from the queue
• Managing comments and resolutions
• Approval process
• Difference between move, share, and split tickets
• Manage your team via feeds and notifications
• Follow your important customers
• Monitor your agents via headquarters

User Preferences and Accessibilities

• Selecting your preferred theme
• Switch to night mode
• Set your display layout
• Default editor font
• Accessibility controls

 General Settings

• Significance of the primary contact in a company

Rebranding

• Significance of branding Zoho Desk
• Impacts or areas where your branding will appear
• Customize the company logo and fav icon
• Map your own domain
• Significance of multi branding and its functions
• Customize the portal name

Account Setup

• Setting up business hours and holiday list
• Configure customer happiness and the effects of it

Departments

• Significance of departments
• Structuring and configuration of departments
• Private vs. public departments

Products

• Need for products
• Create and manage products
• Association of products

Customization

Ticket status

• What is a ticket status?
• Types of statuses
• Options for ticket status

Customize and Improve

• Need for customization
• Explanation of layouts
• Field customization
• Types of field and field counts
• Options of fields
• Managing field permissions
• Managing sections and rearranging fields
• Profile-based permissions
• Module layouts
• Multi-layouts
• Layout cloning

Automation via fields

• Layout rules
• Field dependencies
• Validation rules

Handling Modules

• Renaming modules
• Handling modules

Templates

• Importance of email and ticket templates
• How to build and restrict email templates
• Building ticket templates
• Use of ticket template

Time Tracking

• Using the time tracking feature
• Automating time tracking
• Manual vs automatic time tracking
• Billing for customer support

General and Personal Settings

• Associating multiple accounts to contact
• Agent idle time out settings
• Managing CCs on tickets
• Handling spam

Automation

• Assignment rules
• Understanding the round robin pattern
• Configure the round robin rule
• Tracking status from Headquarters
• Direct assignment vs round robin Email and SMS notifications
• Schedules and its uses Significance of SLA
• SLA and support contracts
• Time-based actions
• Skills and its usage in automation

Support Pillars

• Agents Agents and their permissions
• Significance of anonymizing agents
• Managing teams
• Managing roles and profiles
• Light agent
• Rewarding agents using game scope
• Handling spam

Advanced Automation

• Significance of workflows
• Configuration of workflows
• Custom action - quick automation through workflows
• Significance of custom functions
• Macros
• Difference between workflows and macros
• Phenomenon of blueprints
• Understanding transitions and the need for request cycles
• Configuration of blueprint

Managing Data

• Importing and exporting data
• Recycle data Data migration
• Zwitch
• Use of the bulk actions log
• Data backup
• Data subject requests (DSR)

Connect with Applications

• Integrations with in-house applications
• Integrations with Microsoft Extensions
• External applications

Developer Console

• Webhooks
• Mobile SDK
• API Connections
• Build your own extensions

Zia

• How Zia can help administrators
• Understanding the pulse of the customer
• Adding auto tags
• Reply assistant for agents
• Forecast your volume of data Zia translator
• Zia custom predictor
• Automation using Zia

Analytics

• Monitor the statistics using overview
• Default and static reports
• Cross module reports
• Cross departmental reports
• Creating custom reports
• Create charts for custom reports
• Helping agents track their performances using dashboards
• Use multiple dashboards for team statistics
• Customer happiness analytics dashboard
• Ticket status dashboard SLA dashboard
• Blueprint dashboard Telephony dashboard
• Zia dashboard
• Creating custom dashboards and adding components
• Schedule and send data to management
• Radar - real time analytics on the go

Ticket Handling

• Ticket channels
• Ticket options
• Organizing daily tickets using views
• Table view Custom views
• Picking the best ticket using views
• Team queue
• Understanding work modes
• Significance of statuses
• Ticket self assignment
• Templates for quick creation

Response options

• Direct responses
• Use snippets to offer solutions quickly
• Difference between snippets and email templates
• Suggested articles
• Zia reply assistant
• Formatting bar

Advanced ticket options

• Mass actions
• Ticket read/unread
• Tag your tickets
• Keep track: Use ticket following
• Move, share tickets across departments
• Merge tickets
• Split and clone tickets
• Ticket deletion
•  Compact ibar for quick view/action
• Quick view through ticket peek
• Search and advanced search

Ticket views

• Default and custom views
• Starred and archived views
• Agent and team queues
• Tags view
• Spam view: Identify malicious attacks
• Display preferences

Working with tickets

• Differentiate threads and comments
• Track time spent on tickets
• Audit log
• Approval
• Create and manage your activities
• Collaborate with your team via comments
• Ticket attachment
• Understanding the importance of resolution
• Handling blueprints in tickets
• Understanding the usage of timelines
• Activity tracker
• Agent collision
• Notification alerts

Collaborate

• Track flow using headquarters
• Team feeds: The new way to collaborate
• Get instant notifications
• Chat with internal users
• Follow your customers
• Mentioning colleagues in comments

How may I assist you?

• Handling email tickets
• Public and private response
• Handling social media
• Assisting queries via chat
• Managing forums
• Instant assistance using IM

User preferences: Enhance your user experience

• Switching to night mode
• Choosing a preferred theme
• Font preferences
• Accessibility controls
• Create a signature
• Ticket preference settings

Other Modules

• Know your customers
• Difference between Accounts and Contacts modules
• Knowledge base
• Reports and dashboards