Zendesk Setup - Business Rules - Service Level Agreements (SLAs)
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.
The Process and what has been covered:
Learn/Discovery - The phase which we discuss everything related to your business
Kickoff - Meet and greet and establishing project participants ✅
Customer preparation
Business requirements - Details about a 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 ✅
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 ✅
Agent workspace ✅
Social Messaging ✅
Business rules - Automating How TOs and Best practices
Triggers ✅
Automations ✅
SLAs ✅
Reporting - Overview of data How TOs and Best practices
Collaborative configuration - Sessions where we review client setup and jointly fix and setup different workflows
Technical assistance - An overview of security, email and domain setup
Launch - A review checklist for setup
Handover
I mark with ✅ what has been covered already.
The video
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