Virtual Instructor Led Training sessions are conducted live via GoToTraining for groups of Zendesk customers. You'll have the opportunity throughout these sessions to ask questions and practice skills with hands-on learning exercises.
This course continues where Zendesk Support for Admins, I leaves off. You'll refine your agents' roles, and organize them and your end users into groups that are tailored to their skills and needs. You'll then master the creation of triggers and automations: You'll learn how to create them, how to set them up to meet specific business goals, and how to leverage groups, organizations and ticket fields in them for optimal results.
Duration: 2 hours
Format: Virtual Instructor-Led (Live trainer)
Zendesk Support for Admins, I
What You'll Learn
By the end of this course, you'll be able to:
- Define agent access in Zendesk Support
- Use groups to improve agent workflow
- Use organizations to provide targeted customer service
- Explain how schedules and SLAs can be used to meet business needs
- Use event-based triggers to save your agents time
- Use time-based automations to reduce agent workload
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.