Buried in tickets? Do you wish your agents could spend more time problem-solving and less time on information delivery? Take this course on Zendesk's self-service product, Guide, if you're eager to get your self-service channel up and running. We'll show you how to design and build a customer-facing help center that will attract customers, help them solve their own issues, and put you on the path to ticket deflection so that your agents can do the work you need them to do.
Duration: 2 hours
Format: Virtual Instructor-Led (Live trainer)
Understanding of Zendesk Support's technical functionality is recommended before taking this course. The below courses are recommended, but not required, as part of that knowledge foundation:
What You'll Learn
By the end of this course, you'll be able to:
- Create and activate Guide
- Customize Guide by changing the design, localizing content, and adding channels
- Set levels of access to Guide
- Customize your Web widget
- Measure the effectiveness of Guide
What is Virtual Instructor-Led (VILT) Training?
Virtual Instructor Led-Training sessions are conducted by a live trainer and will include students from various companies. VILT sessions are a great choice for learners who prefer a live trainer and interactivity but want to learn from the comfort of their own desks. Students will have the opportunity to ask the trainer questions via chat throughout the session and are encouraged to follow along with suggested hands-on learning exercises in their own instance of Zendesk Support.
VILT sessions are conducted via GoToTraining. Course materials are provided before the session, so students are able to reference them during and after the session. Recordings of VILT sessions are not provided. Looking for private training sessions? Take a look at remote or onsite 1:1 training options.
Can't find a session below that works for you? This course is also available 24/7 in On-Demand format.