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Practical Zendesk Administration: Best Practices for Setting Up Your Customer Service Platform [Pehme köide]

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  • Formaat: Paperback / softback, 159 pages
  • Ilmumisaeg: 27-Nov-2012
  • Kirjastus: O'Reilly Media
  • ISBN-10: 1449343643
  • ISBN-13: 9781449343644
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Practical Zendesk Administration: Best Practices for Setting Up Your Customer Service PlatformSuurem pilt
  • Formaat: Paperback / softback, 159 pages
  • Ilmumisaeg: 27-Nov-2012
  • Kirjastus: O'Reilly Media
  • ISBN-10: 1449343643
  • ISBN-13: 9781449343644
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9781449343644.html
Märksõnad:

Implementing Zendesk as part of your company’s operations can be a time-consuming process. In this hands-on guide, author Stafford Vaughan provides the most comprehensive set of best practices for setting up and using Zendesk, distilled from years of training companies how to launch this popular customer service software.

You’ll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how you can configure it to match your company’s needs and processes. Through several real-world examples, you’ll also discover how other companies use the product, so you can determine how best to put Zendesk’s potential into practice for your business.

  • Customize your Zendesk customer service tool with your brand
  • Create tickets using email, voice, chat, feedback tabs, and social media
  • Implement security measures, including ways to safely login from social media sites
  • Generate profiles and permissions for your Zendesk customers, agents, and administrators
  • Understand the data capture lifecycle, and control the fields your customers are required to fill out
  • Apply techniques for making your agent process more efficient
  • Modify Zendesk to reflect your existing customer service process
  • Use forums to provide self-service support for your customers
Foreword ix
Preface xi
1 Introduction to Zendesk
1(10)
Explanation of the Zendesk Plans
1(2)
Terms and Definitions
3(3)
User Interface Experience
6(2)
Steps to Administer Zendesk
8(1)
Internal Versus External Customer Service
8(3)
2 Initial Setup
11(16)
Creating a Sandbox
11(1)
Web Portal Branding
12(2)
Customizing the Zendesk URL
14(2)
Internationalization
16(6)
Administrator Interface Language
16(1)
Setting the Time Zone
16(1)
Multi-Language Support for End-Users
17(1)
Dynamic Content for Text Translation
18(4)
Outgoing Email
22(5)
Email Notification Sender Address
23(1)
Personalized Email Replies
23(2)
Sender Policy Framework (SPF) Settings
25(2)
3 Security
27(12)
Social Media Logins
27(3)
Suspended Tickets
30(2)
Public Creation of User Profiles
32(2)
Blacklists and Whitelists
34(1)
Password Strength Policy
35(1)
Secure Sockets Layer (SSL)
36(1)
Enterprise Security and Compliance
37(2)
4 User Management
39(18)
Administrators
40
Agents and Roles
11(39)
Groups
41(2)
Agent Signatures
43(1)
Adding an Agent Account
44(1)
Enterprise Agent Roles and Light Agents
44(2)
Configuration Options for Agent Roles
46(4)
Adding an Agent on the Enterprise Plan
50(1)
End-User Access
50(7)
Creating an End-User
51(1)
Merging End-Users
51(2)
Suspending End-Users
53(1)
Organizations
53(1)
Shared Organizations
54(3)
5 Channels
57(30)
Incoming Email
58(2)
Adding Incoming Email Addresses
58(1)
Agent Forwarding
59(1)
Voice
60(4)
Adding Phone Numbers
60(2)
Call Center Configuration
62(1)
Recording Greetings
63(1)
Call Activity Dashboard
63(1)
Feedback Tab
64(4)
Creating a New Feedback Tab
65(1)
Publishing a Feedback Tab
66(1)
Managing Existing Feedback Tabs
67(1)
Chatting
68(2)
Setting Up Chat
68(1)
Chatting from a Ticket vs a Feedback Tab
69(1)
Twitter
70(6)
Selecting a Twitter Handle for Zendesk
71(1)
Authorizing a Twitter Handle
72(2)
Linking in Tweets
74(1)
Saved Searches
75(1)
Facebook
76(6)
Authorizing the App
76(2)
Monitoring Posts and Messages
78(4)
Ticket Sharing
82(5)
6 Fields and Data Capture
87(28)
Data Capture Lifecycle
87(4)
End-User Fields
91(2)
Required Fields
93(1)
System Fields
94(2)
System Field Configuration
96(12)
Ticket ID
96(1)
Subject
97(1)
Description
97(1)
Carbon Copy (CC)
98(1)
Requester
99(1)
Ticket Status
99(2)
Ticket Types
101(1)
Priority
102(1)
Group and Assignee
103(1)
Tags
104(1)
Comments
105(1)
Attachments
106(1)
Screencasts
107(1)
Custom Fields
108(4)
Ordering Fields
112(1)
Reading the List of Ticket Fields
113(2)
7 Agent Support Process
115(14)
Restricting Agent Access to Tickets
115(1)
Presumptive Solve Approach
116(1)
Views
117(6)
Understanding View Conditions
118(2)
Required Fields for Views
120(2)
Shared Views
122(1)
Macros
123(6)
Adding a Shared Macro
124(1)
Macro Menus
125(2)
Referring Macros to the Forums
127(2)
8 Automated Business Rules
129(24)
User and Organization Tagging
129(1)
Triggers
130(9)
Default Triggers
131(1)
Trigger Conditions and Actions
132(1)
Trigger Examples
133(4)
Ordering Triggers
137(1)
Mutually Exclusive Triggers
138(1)
Automations
139(6)
Default Automations
139(2)
Automation Examples
141(3)
Nullification of Automations
144(1)
Auditing Business Rule Use
145(1)
Email Notifications
146(4)
Bi-Directional Email Communication
146(2)
Email Notification Template
148(1)
Mail Delimiter
149(1)
Placeholders
150(1)
Customer Satisfaction
150(3)
9 Forums
153
Terms and Definitions
154(1)
Forum Users
155(1)
Configuring Forums
156(2)
Types of Forums
158(1)
Adding Categories and Forums
159(1)
Reordering Categories, Forums, and Topics
159(2)
Forum Access Restrictions
161(2)
Multi-Language Forums
163(1)
Ticket Deflection
163(1)
Forum Search Analytics
164
Stafford has established the training departments of several companies, including Zendesk, Atlassian, and GoodData, and authored several of the official training programs for software products including Zendesk, JIRA, Confluence, GreenHopper and GoodData. As an educator, Stafford has delivered training sessions to more than a thousand organizations in 15 countries, including NASA, the Pentagon, the United Nations in Geneva, Harvard University, Stanford Graduate School of Business, Groupon, the US Department of Defense, Sun Microsystems, and Wells Fargo Bank.