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.

Help grow the channel: https://www.youtube.com/@dominiccx?su...

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:https://support.zendesk.com/hc/en-us/...

8 tips to Optimise your Zendesk Ebook - https://www.dominiccx.com/8-tips-to-o...

My website: dominiccx.com