- Welcome
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Getting started 2 min
- Zendesk QA
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What is quality assurance? 3 min
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Overview of Zendesk QA 21 min
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Zendesk QA tour 10 min
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Check your understanding 5 min
- Wrap up
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Course summary 4 min
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Share your feedback 5 min
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Congratulations 1 min
Introduction to Zendesk QA
Learn the core functionalities of Zendesk QA to enhance quality assurance in your customer service operations.
This introductory course offers a comprehensive overview of Zendesk QA for quality assurance in customer service operations. You will learn the core functionalities and features through videos, articles, and hands-on activities. By the end of the course, you will be familiar with Zendesk QA's layout, navigation, and basic operational capabilities.
Learning objectives
By the end of this course, learners will be able to:
- Explore the essential functionalities and capabilities of the Zendesk QA add-on, enabling you to effectively utilize the tool for quality assurance in customer service operations.
- Analyze customer support data to identify trends and patterns that can inform decision-making and improve service quality.
- Leverage artificial intelligence (AI) tools within Zendesk QA to identify and prioritize critical areas for improvement in customer support.
- Implement automation strategies within Zendesk QA to streamline quality assurance processes, ensuring consistency and efficiency in customer interactions.
Audience
Customer Service Representatives, Customer Service Managers, QA Analysts, CX Analysts
Prerequisites
General understanding of quality assurance or completion of the course Why is Quality Assurance Important? is recommended but not necessary.