A QUICK INTRODUCTION
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AGENDA
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Create A Free Trial Account
Lesson 1: Configuring Users
Adding Support Reps & Departments
Adding Customers & Companies
Customizing Profiles
Bulk Adding Users
Lesson 2: Configuring Channels
Email Set Up
Live Chat Set Up (Zopim)
Voice Set Up (Telephone/VoIP)
Twitter Set Up
Facebook Set Up
Embeddables
Lesson 3: Oranizing & Tracking Tickets
Creating Custom Tracking Fields
Analyzing & Tagging Tickets
Creating Different Ticket Queues (Buckets)
Lesson 4: Responding & Escalating Efficiently
1-Click Responses & Workflows
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Automatic Esalations & Backlog Prevention
Lesson 5: Building Your Help Center
Selecting A Layout
Basic & Advanced Customization Options
Adding & Managing Content
Building & Moderating Public Forums
Restricting Your Help Center
Lesson 6: Reporting & Surveys
Dashboard Reporting
Custom Reporting
Advanced Analytics
Customer Satisfaction Survey
Net Promoter Score Survey
Lesson 7: Helpful Apps & Extensions
Dashboard Reporting
Custom Reporting
Advanced Analytics
Customer Satisfaction Survey
Net Promoter Score Survey
CLOSING THOUGHTS
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