How to Setup Zendesk - Business Requirements
Second video in the series of How to setup Zendesk from scratch.
In the Learn Phase, we are looking at how to collect business requirements from you. This is a great exercise for you to understand why, what, how, when, who and also create a document to hold your Zendesk consultant accountable for the quality of the work done.
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
Business rules - Automating How TOs and Best practices
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