- Use schedules with your views and business rules
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How schedules work 4 min
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Demo: Review a schedule 3 min
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Configure this 5 min
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Using schedules in workflows (Enterprise) 1 min
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Demo: Using a schedule with views and business rules 4 min
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Applying multiple schedules to tickets using triggers (Enterprise) 3 min
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Trigger conditions with multiple schedules (Enterprise) 4 min
- Service level agreements
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SLA policies 3 min
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Knowledge check 1 min
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Applying an SLA to a ticket 2 min
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Demo: Review an SLA policy 2 min
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SLA target: 'normal' priority 4 min
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SLA target: ‘normal’ priority (continued) 4 min
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SLA ‘breached’ status 1 min
- Using SLAs to guide and monitor team performance
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Guiding agent performance with SLAs in views 3 min
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Demo: Create an SLA policy 2 min
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Knowledge check and best practices 2 min
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Configure this 5 min
- Ordering SLA policies
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Order of SLA policies 2 min
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Policy order when versioning (Part I) 2 min
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Policy order when versioning (Part II) 3 min
- Wrap up
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Course summary 1 min
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Key terms 1 min
On-Demand: Schedules and SLAs
This course will help you use schedules and SLAs to streamline your workflows in Zendesk.
Video (12 min)
Reading (39 min)
Hands-on activity (10 min)
Description
In this course, you’ll learn how to use schedules and SLAs to streamline your workflows, communicate with customers, and hold teams accountable. You’ll find out how to create one or more schedules and apply schedules to tickets. You’ll also learn how SLAs can help you provide a measurable and predictable service to your customers.
Course topics
- Creating one or more schedules
- Using schedules with views and business rules
- Creating an SLA
- Using SLAs to guide and monitor team performance
Audience
This course is relevant to Support Admins who want to build workflows using schedules and SLAs.
Recommended prerequisites
Foundational Support Learning Path
Instructional Designer