Last updated 3/2022
MP4 | Video: h264, 1280×720 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.26 GB | Duration: 3h 31m
Learn how to set up and configure Zendesk Support Professional Edition
What you’ll learn
How to set up and configure Zendesk Professional
What are business rules and how to configure them
Basics of reporting
Setting up Email, Web Widget, Facebook & Twitter
Routing of tickets to agents
Design and creation of workflows
Requirements
Computer with internet access
Zendesk (either a subscription or a free Zendesk trial)
No programming skills required
Description
You will learn how to configure Zendesk and set up business rules and workflows. This course is will teach you how to become Zendesk administrator to make changes to the settings and implement it in your company.We’ll cover Zendesk Support Professional edition with its Email and Web Widget channels, the mechanics of business rules all the way to basic reporting.
Overview
Section 1: Start Here
Lecture 1 Is this course for me
Lecture 2 What will I learn
Lecture 3 What is Zendesk
Lecture 4 How to get a free Zendesk trial
Lecture 5 Download your Zendesk trial link
Lecture 6 How to log in and navigate Zendesk
Lecture 7 Update to the Admin experience
Lecture 8 Download your Guide to the Admin user interface
Lecture 9 Starting with basic account settings
Section 2: Users and Tickets
Lecture 10 Who are the users and why are they important
Lecture 11 Understanding tickets and their options
Lecture 12 What are End-users, Customers and Organisations
Lecture 13 How to store and use details in user profiles
Lecture 14 Agents, Groups and how to set them up
Lecture 15 How to manage users individually and in bulk
Section 3: Ticket Channels
Lecture 16 How to use Zendesk Emails in less than 3 minutes
Lecture 17 Using custom emails and templates in Zendesk
Lecture 18 Receive tickets from your website
Lecture 19 How to connect facebook and twitter
Section 4: Tickets and their components
Lecture 20 All the parts of a ticket
Lecture 21 What are public and internal comments
Lecture 22 Ticket status and their meaning
Lecture 23 What are the system ticket fields
Lecture 24 How to set up custom ticket fields
Section 5: Designing the agent experience
Lecture 25 The ingredients for a good agent experience
Lecture 26 A day in the life of an agent
Lecture 27 Why views are better than an inbox
Lecture 28 How to set up macros for the team
Lecture 29 How to search and find in Zendesk
Lecture 30 Where to change the language for users
Section 6: Workflows and business rules
Lecture 31 What’s the difference between use cases and workflows
Lecture 32 How to set business hours with schedules
Lecture 33 SLA and how to configure them with Zendesk
Lecture 34 Why triggers are like the engine of your processes
Lecture 35 How automations complete your workflows with time based rules
Lecture 36 Updates
Section 7: Reporting on your data
Lecture 37 Why reporting is important
Lecture 38 What are your reporting options
Lecture 39 How to measure customer satisfaction
Lecture 40 Reporting basics in Zendesk Explore
Lecture 41 How to build a KPI dashboard
Section 8: Two more things
Lecture 42 How to download your certificate
Lecture 43 Bonus
Beginners and advanced users – no programming skills required,CS Team managers that need to configure the system,IT administrators that look after platforms,Small Business owners that want to use Zendesk for their business,Customer Service Representatives that want to move beyond just working on tickets
Homepage
https://www.udemy.com/course/zendesk-professional-administrator-training/
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