Everything!! The CSC Training spoke is set up to mimic a real product support spoke where you can practice doing everything you will need to do in the real environments without impact.
Ticket logging: The training spoke has replicas of the each of the product forms including the Types and Sub Types for each product. New employees can practice creating tickets to their hearts delight without impacting reports or notifying actual customers in the real spokes.
Apps: They can experience the apps we employ in the real spokes safely in the training spokes, to get used to using them!
Email integration: We can mimic product email integration by using this email address: support@csctraining.zendesk.com. Sending emails to this address will create a ticket as it would in the production spokes, and gives new staff the opportunity to experience the email workflow from both the end user and the agent perspective.
Triggers: All triggers in real spokes have been replicated into the training environment so that new staff can experience what customers do. All they have to do it is submit a ticket as an end user!
End user: Speaking of the end user, we now have a training end user profile in Zendesk called “Zendesk Enduser”. So that new hires can fully understand the end user perspective, we have set up a generic gmail account where new hires can play both roles, agent and end user, to see what the customer receives on their end of the workflow. The address is: zendeskenduser123@gmail.com, and the password to access the mailbox is 123Front. They can send an email from this gmail account to the support address, and then see what happens from the very beginning of their contact with CSC right up to and including the Satisfaction survey! Trainers and new hires can take turns playing each role to experience the whole flow.
Views and macros: are also applicable but have not been created yet…this will be a coming soon feature.
Help Centre: there is an active Help Centre with this spoke, however it’s not fully populated with articles. It will be very much a work in progress and will hold all of our training information and videos one day soon! There are only a couple of actual articles there now which they can refer to for now and just check back periodically while they are learning. They can also be shown how to “follow” articles and sections so that they get notifications when new articles are added and then they will be in the know as articles are added.
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