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.

Process:

1. 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
- 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
- Business rules - Automating How TOs and Best practices
- 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.

[ramt]

Hi! Dominic, thanks for your video its really helpful.👍👍👍

[paulmampilly]

Hi Dominic. Thank you for the videos. I am just wondering if you have a copy of the requirements excel/Google Sheets that I can get a copy of?