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 set up your customer-facing help center, define user access, build a knowledge base that enables customers to solve their own issues and deflects more tickets. We'll finish by showing you how to measure the utility of your help center and the content there.
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:
- Learn the structure and components of Guide
- Define access levels
- Brand your Help Center
- Build content for your knowledge base
- Manage content in your Help Center
- Assess the utility of your Help Center
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.