On-Demand: Upgrade to Agent Workspace (for admins)

On-Demand: Upgrade to Agent Workspace (for admins)

Get ready to upgrade to Agent Workspace

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About this course

  Video (19 min)

 

  Reading (31 min)

 

  Hands-on activity (3 min)


Description 

Welcome to this course on upgrading to Zendesk’s Agent Workspace. This course was created to help admins in the process of upgrading to Agent Workspace. You may be considering the upgrade or you may have upgraded already. Agent Workspace was released in March of 2020 and continues to see incremental improvements.

 

Note: This course includes content relevant to migrating from chat to messaging as part of their upgrade to Agent Workspace. If you aren't using Chat, we recommend that you skip the lesson "What's different for an admin?" and Table 2 on the lesson "Is Agent Workspace a good fit?". Also, check the side note on the demo lessons to understand which video segments you can skip. 

 

Course Topics

 
  • Get to know Agent Workspace
  • Prepare to upgrade to Agent Workspace
  • Upgrade to Agent Workspace 
  • Help your agents adapt to a new way of working 

Audience

This course is relevant to Zendesk admins who are considering upgrading to Agent Workspace. 

Recommended Pre-requisites 

None.


Instructional Designer

ANABELLE ACEVEDO DE JESUS

Instructional Designer for Zendesk Agent Workspace

 

Curriculum53 min

  • Get to know Agent Workspace
  • Overview 3 min
  • Demo: See the new agent experience 5 min
  • How agents use messaging 1 min
  • How agents handle call tickets 1 min
  • Prepare to upgrade for Agent Workspace
  • What's different for an admin? 3 min
  • Demo: Determine what admin settings will change in Agent Workspace 3 min
  • Is Agent Workspace a good fit? 3 min
  • See current Agent Workspace limitations in our help center 2 min
  • Best Practices and Knowledge Check 3 min
  • Upgrade to Agent Workspace
  • Demo: Opt in to Agent Workspace 3 min
  • Configure this 3 min
  • Knowledge Check 1 min
  • Help your agents adapt to a new way of working
  • Demo: See how the agent experience changes in the Zendesk Agent Workspace 8 min
  • Best Practices 5 min
  • Knowledge Check 3 min
  • Wrap Up
  • Course summary 3 min
  • Key terms 3 min
  • Post-session survey

About this course

  Video (19 min)

 

  Reading (31 min)

 

  Hands-on activity (3 min)


Description 

Welcome to this course on upgrading to Zendesk’s Agent Workspace. This course was created to help admins in the process of upgrading to Agent Workspace. You may be considering the upgrade or you may have upgraded already. Agent Workspace was released in March of 2020 and continues to see incremental improvements.

 

Note: This course includes content relevant to migrating from chat to messaging as part of their upgrade to Agent Workspace. If you aren't using Chat, we recommend that you skip the lesson "What's different for an admin?" and Table 2 on the lesson "Is Agent Workspace a good fit?". Also, check the side note on the demo lessons to understand which video segments you can skip. 

 

Course Topics

 
  • Get to know Agent Workspace
  • Prepare to upgrade to Agent Workspace
  • Upgrade to Agent Workspace 
  • Help your agents adapt to a new way of working 

Audience

This course is relevant to Zendesk admins who are considering upgrading to Agent Workspace. 

Recommended Pre-requisites 

None.


Instructional Designer

ANABELLE ACEVEDO DE JESUS

Instructional Designer for Zendesk Agent Workspace

 

Curriculum53 min

  • Get to know Agent Workspace
  • Overview 3 min
  • Demo: See the new agent experience 5 min
  • How agents use messaging 1 min
  • How agents handle call tickets 1 min
  • Prepare to upgrade for Agent Workspace
  • What's different for an admin? 3 min
  • Demo: Determine what admin settings will change in Agent Workspace 3 min
  • Is Agent Workspace a good fit? 3 min
  • See current Agent Workspace limitations in our help center 2 min
  • Best Practices and Knowledge Check 3 min
  • Upgrade to Agent Workspace
  • Demo: Opt in to Agent Workspace 3 min
  • Configure this 3 min
  • Knowledge Check 1 min
  • Help your agents adapt to a new way of working
  • Demo: See how the agent experience changes in the Zendesk Agent Workspace 8 min
  • Best Practices 5 min
  • Knowledge Check 3 min
  • Wrap Up
  • Course summary 3 min
  • Key terms 3 min
  • Post-session survey