- Get to know Talk
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Talk overview and roles 3 min
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How admins set up Talk for agents 2 min
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How an end user places a call 3 min
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Demo: Experience a call as an end user 2 min
- Navigate the call console
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Prepare to take a call 3 min
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Agent states 2 min
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Demo: Login and prepare to take a call 3 min
- Manage calls to provide live, personalized customer service
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Call and text lifecycle 2 min
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The call process 3 min
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Demo: Receive an incoming call 3 min
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Make an outbound call 3 min
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Demo: Make an outbound call 2 min
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Hands-on activity: Make an outbound call 2 min
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Return a callback request 2 min
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Call controls 3 min
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Transfer a call 2 min
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Add a third party 2 min
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Demo: Transfer a call 2 min
- Wrap up
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Course summary 1 min
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Key terms 1 min
Zendesk Talk for agents
This training course will teach you the basics of how to use Zendesk Talk allowing you to effectively provide personalized support.
Audience
Zendesk agents who are new to the Agent Workspace and will be expected to answer calls from customers.
Prerequisites
None