How to setup Zendesk - Business rules - Service Level Agreements SLAs
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- čas přidán 10. 09. 2024
- A Service Level Agreement, or SLA, is an agreed upon measure of the response and resolution times that your support team delivers to your customers. Providing support based on service levels ensures that you're delivering measured and predictable service. It also provides greater visibility when problems arise.
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Process:
1. Learn/Discovery - The phase in which we discuss everything related to your business
- Kickoff - Meet and greet and establishingg project participants ✅
- Customer preparation
- Business requirements - Details about project scope and objective ✅
- Business flows -A collections of everything that will be handled in your customer service tool and beyond ✅
- Training - Zendesk trainings are free now trainings.zendesk.com ✅
- Discovery sessions - Meetings where we discuss business processes and translate them into Zendesk features ✅
2. Design sessions
- General walkthrough - What the system can do given the processes discussed ✅
- People - Defining types of users, How TOs and Best practices ✅
- Ticketing - Defining data collection, How TOs and Best practices ✅
- Channels - Setup for different channels How TOs and Best practices
- Email Channel Setup ✅
- Chat Channel Setup ✅
- Agent workspace ✅
- Social Messaging ✅
- Business rules - Automating How TOs and Best practices
- Triggers ✅
- Automations ✅
- SLAs ✅
- Reporting - Overview of data How TOs and Best practices
3. Collaborative configuration - Sessions where we review client setup and jointly fix and setup different workflows
4. Technical assistance - An overview of security, email and domain setup
5. Launch - A review checklist for setup
6. Handover
I'm marking with ✅ the videos that have already been made. So go ahead and look into the Zendesk setup playlist to see them.
More on SLAs:support.zendes...
8 tips to Optimise your Zendesk Ebook - www.dominiccx....
My website: dominiccx.com
Thanks so much for these videos, they're really useful
Happy to hear! 🫶
Great content Dominic! Thank you.
Hello! Which video talks about prioritization you mentioned? In other words, which video should one watch as a precursor to this one as it pertains to SLAs?
I think this one should be explicit for what you're looking for czcams.com/video/a-Uj6eBwehQ/video.html&ab_channel=ROCA%28byDominicCX%29
Was wondering if you could do a video showing all the trigger set ups for SLA's too? For example, what if we want to set up SLA's for 3 tiers of customers depending on how much they have spent on a shopify store? Thanks dude!
Hmm, I think you want to have Automations maybe, but I'll think about it. Thank you for the suggestion.
Do you work as a consultant or directly as a Zendesk admin, Spencer?
@@dominiccx Thank you, sir. I am an admin in Zendesk actually. Also, do you do personal 1on1 coaching? Please let me know where I can reach out to you to speak about this further. Thanks!
@@spencerpatton7650 Hi Spencer, I do and I'd be happy to be in touch. My availabilities can be found here calendly.com/dominiccx/letsmeet/
Please choose a day and a starting time for the call and I will automatically receive a notification in my email and calendar.
Hi, Dominic!
I have created 3 SLA policies, but each one is not related to one another.
It is each department's individual SLA.
(= each department's First Reply Time target differs. As it is run by different standards)
Would that still work even though SLA policies are not relevant to each other?
So, basically, I am wondering how to set different SLA policies per Brand?
Or do I have to create an SLA policy that can be applied commonly for all 3 Brands?
-> I think I found an answer. As long as I set brand (as a condition), it should work I guess?!
Hi Sanghoon, thank you for writing. The route you took is absolutely correct and quite normal. 3 SLA policies for 3 different departments. They work very well if you make a clear distinctions between them, like you did with brands or groups.
@@dominiccx ohhhh thank you for getting back to me woo hoo!!
Good work dominic ....
Can you provide any pdf or ppt link to download material for future reference ...
I like the way you are into the subject......
The material is private I am afraid.
So you say you have to set up a trigger, you show the trigger on the events but you don't set up the trigger. Not good.
Not sure what you mean.