{"id":4830,"date":"2022-02-03T14:15:45","date_gmt":"2022-02-03T11:15:45","guid":{"rendered":"https:\/\/cloudfresh.com\/ua\/?p=4830"},"modified":"2026-06-02T18:08:49","modified_gmt":"2026-06-02T15:08:49","slug":"zendesk-help-center-useful-information-before-you-start-using-it","status":"publish","type":"post","link":"https:\/\/cloudfresh.com\/cs\/blog\/zendesk-help-center-shho-potribno-znaty-pered-pochatkom-vykorystannya\/","title":{"rendered":"Centrum n\u00e1pov\u011bdy Zendesk: U\u017eite\u010dn\u00e9 informace, ne\u017e jej za\u010dnete pou\u017e\u00edvat"},"content":{"rendered":"

Pokud spolupracujete se z\u00e1kaznickou podporou nebo chcete sv\u00e9 CX neust\u00e1le vylep\u0161ovat, pak pravd\u011bpodobn\u011b v\u00edte, jak skv\u011bl\u00e9 je, kdy\u017e si z\u00e1kazn\u00edk m\u016f\u017ee pomoci s\u00e1m. Zendesk<\/a> to v\u00ed, a proto vytvo\u0159il znalostn\u00ed b\u00e1zi nazvanou Centrum n\u00e1pov\u011bdy Zendesk<\/a>.\u00a0<\/span><\/p>\n

Podle <\/span>statistik<\/span> by 91 % (!) v\u0161ech z\u00e1kazn\u00edk\u016f up\u0159ednostnilo vyhled\u00e1n\u00ed informac\u00ed samostatn\u011b prost\u0159ednictv\u00edm znalostn\u00ed b\u00e1ze nebo jin\u00e9ho zdroje m\u00edsto kontaktov\u00e1n\u00ed agenta podpory. Proto je d\u016fle\u017eit\u00e9 p\u0159i poskytov\u00e1n\u00ed z\u00e1kaznick\u00e9 podpory dob\u0159e vyu\u017e\u00edvat takov\u00fd n\u00e1stroj, jako je Centrum n\u00e1pov\u011bdy Zendesk.\u00a0<\/span><\/p>\n

\"\"<\/p>\n

 <\/p>\n

Co je centrum n\u00e1pov\u011bdy Zendesk\u00a0<\/span><\/h2>\n

Zendesk znalostn\u00ed b\u00e1ze \u2013 je mini knihovna informac\u00ed, kter\u00e9 mohou z\u00e1kazn\u00edci pot\u0159ebovat p\u0159i pr\u00e1ci s platformou. Samoobsluha je d\u016fle\u017eitou sou\u010d\u00e1st\u00ed budov\u00e1n\u00ed strategie z\u00e1kaznick\u00e9 zku\u0161enosti pro mana\u017eera \u00fasp\u011bchu klienta<\/a>, proto Zendesk vytvo\u0159il speci\u00e1ln\u00ed znalostn\u00ed centrum, kam mohou agenti formou \u010dl\u00e1nk\u016f p\u0159id\u00e1vat nej\u010dast\u011bj\u0161\u00ed dotazy z\u00e1kazn\u00edk\u016f. \u010cl\u00e1nky mohou m\u00edt formu instrukc\u00ed, popis\u016f nebo vysv\u011btlen\u00ed pracovn\u00edho postupu na platform\u011b.\u00a0\u00a0<\/span><\/p>\n

Produkty Zendesk poskytuj\u00ed schopnost poskytovat va\u0161im z\u00e1kazn\u00edk\u016fm prvot\u0159\u00eddn\u00ed podporu. Centrum n\u00e1pov\u011bdy Zendesk zajistilo, aby se va\u0161i agenti neobt\u011b\u017eovali vysv\u011btlovat poka\u017ed\u00e9 to sam\u00e9, ale jednodu\u0161e poskytli sv\u00fdm z\u00e1kazn\u00edk\u016fm materi\u00e1l, kter\u00fd jim poskytne podrobn\u00e9 vysv\u011btlen\u00ed.\u00a0<\/span><\/p>\n

Zde je n\u00e1vod, jak by to mohlo na webu vypadat:\u00a0<\/span><\/p>\n

\"\"<\/p>\n

Znalostn\u00ed b\u00e1ze<\/span><\/h3>\n

Vr\u00e1t\u00edme-li se k ot\u00e1zce, co je znalostn\u00ed b\u00e1ze Zendesk, stoj\u00ed za to up\u0159esnit, \u017ee jde o samostatnou str\u00e1nku s \u010dl\u00e1nky, kter\u00e9 vysv\u011btluj\u00ed \u010dasto kladen\u00e9 ot\u00e1zky. Nejedn\u00e1 se o sekci FAQ, proto\u017ee znalostn\u00ed b\u00e1ze v\u011bnuje v\u011bt\u0161\u00ed pozornost vysv\u011btlen\u00ed a podrobnostem. Zde najdete podrobn\u00e9 odpov\u011bdi s podrobn\u00fdmi pokyny, ilustracemi a sn\u00edmky obrazovky. Tyto \u010dl\u00e1nky mohou b\u00fdt tak\u00e9 zasl\u00e1ny z\u00e1kazn\u00edk\u016fm p\u0159i komunikaci s nimi jako \u00favodn\u00ed materi\u00e1l, je-li to nutn\u00e9, nebo jako odpov\u011b\u010f na jejich dotaz, resp.\u00a0<\/span><\/p>\n

P\u0159esto\u017ee se mnoho z\u00e1kazn\u00edk\u016f st\u00e1le obrac\u00ed s \u017e\u00e1dost\u00ed o pomoc na z\u00e1stupce podpory, bude tak\u00e9 u\u017eite\u010dn\u00e9 m\u00edt na webu trval\u00e9 materi\u00e1ly pro soudr\u017en\u011bj\u0161\u00ed CX.<\/span><\/p>\n

Pro\u010d p\u0159i poskytov\u00e1n\u00ed podpory pot\u0159ebujete znalostn\u00ed z\u00e1kladnu:\u00a0<\/span><\/p>\n

    \n
  • Praktick\u00e9 pro z\u00e1kazn\u00edky<\/b>. T\u00edm, \u017ee z\u00e1kazn\u00edk\u016fm d\u00e1te p\u0159\u00edle\u017eitost naj\u00edt si informace sami, d\u00e1te jim svobodu jedn\u00e1n\u00ed.\u00a0<\/span><\/li>\n
  • Pohodln\u00e9 pro agenty<\/b>. Agenti mohou sami spravovat informace, aktualizovat je a p\u0159id\u00e1vat nov\u00fd obsah.\u00a0<\/span><\/li>\n
  • Dobr\u00e9 pro va\u0161e podnik\u00e1n\u00ed<\/b>. Uvoln\u011bte \u010das pro sv\u00e9 agenty, aby mohli v\u011bnovat pozornost d\u016fle\u017eit\u011bj\u0161\u00edm pracovn\u00edm probl\u00e9m\u016fm, zat\u00edmco znalostn\u00ed b\u00e1ze pracuje za v\u00e1s.\u00a0<\/span><\/li>\n<\/ul>\n

    D\u00edky mo\u017enosti neust\u00e1le aktualizovat informace ve znalostn\u00ed b\u00e1zi si m\u016f\u017eete b\u00fdt jisti, \u017ee klient v\u017edy najde odpov\u011bdi, kter\u00e9 jsou pro n\u011bj relevantn\u00ed. Agenti mohou rychle zad\u00e1vat nov\u00e9 informace ve form\u011b \u010dl\u00e1nku, ani\u017e by str\u00e1vili spoustu \u010dasu psan\u00edm materi\u00e1lu. Tato funkce je dostupn\u00e1 d\u00edky funkci \u0161ablony. Platforma nab\u00edz\u00ed agent\u016fm, aby okam\u017eit\u011b a bez prodlen\u00ed vyplnili pr\u00e1zdnou \u0161ablonu pot\u0159ebn\u00fdmi informacemi a okam\u017eit\u011b ji nahr\u00e1li na web. To v\u00e1m u\u0161et\u0159\u00ed spoustu \u010dasu a umo\u017en\u00ed v\u00e1m dlouho neodkl\u00e1dat p\u0159id\u00e1v\u00e1n\u00ed nov\u00fdch informac\u00ed. Jakmile p\u0159ijde nov\u00fd po\u017eadavek od klienta, pro kter\u00fd na webu nejsou \u017e\u00e1dn\u00e9 informace \u2013 agent jej okam\u017eit\u011b zad\u00e1 do \u0161ablony ve znalostn\u00ed b\u00e1zi.\u00a0<\/span><\/p>\n

    Nechcete, aby v\u00e1\u0161 \u010dl\u00e1nek vypadal nudn\u011b a nevzhledn\u011b? Pou\u017eijte n\u00e1stroje pro p\u0159izp\u016fsoben\u00ed \u2013 p\u0159izp\u016fsobte si barevn\u00fd motiv \u010dl\u00e1nku a p\u0159idejte k motivu obr\u00e1zky.\u00a0<\/span><\/p>\n

    Ud\u011blejte to tak, jak to vid\u00edte ve sv\u00e9 mysli:<\/span><\/p>\n

      \n
    • Ode\u0161lete sv\u00e9 \u010dl\u00e1nky ve v\u00edce ne\u017e 40 jazyc\u00edch.<\/span><\/li>\n
    • Vytvo\u0159te v\u00edce b\u00e1z\u00ed znalost\u00ed Zendesk.\u00a0<\/span><\/li>\n
    • Lokalizovat a optimalizovat obsah v z\u00e1vislosti na t\u00e9matu a zna\u010dce \u010dl\u00e1nku.\u00a0<\/span><\/li>\n<\/ul>\n

       <\/p>\n

      Kan\u00e1ly podpory\u00a0<\/span><\/h3>\n

      Krom\u011b znalostn\u00ed b\u00e1ze poskytuje centrum n\u00e1pov\u011bdy Zendesk va\u0161im z\u00e1kazn\u00edk\u016fm mo\u017enost po\u017e\u00e1dat o pomoc prost\u0159ednictv\u00edm jak\u00e9hokoli komunika\u010dn\u00edho kan\u00e1lu. V\u011bt\u0161ina z\u00e1kazn\u00edk\u016f tak\u00e9 preferuje mo\u017enost kontaktovat agenty prost\u0159ednictv\u00edm soci\u00e1ln\u00edch m\u00e9di\u00ed a jin\u00fdch messenger\u016f. Zendesk poskytuje mo\u017enost integrace s v\u00edce ne\u017e 50 r\u016fzn\u00fdmi komunika\u010dn\u00edmi kan\u00e1ly. Poskytn\u011bte sv\u00fdm z\u00e1kazn\u00edk\u016fm mo\u017enost z\u00edskat pomoc prost\u0159ednictv\u00edm jak\u00e9hokoli kan\u00e1lu podpory, a t\u00edm zlep\u0161it image sv\u00e9 spole\u010dnosti.\u00a0<\/span><\/p>\n

       <\/p>\n

      Vylep\u0161ete sv\u016fj CX poka\u017ed\u00e9\u00a0<\/span><\/h2>\n

      Reputace va\u0161\u00ed spole\u010dnosti z\u00e1vis\u00ed p\u0159\u00edmo na tom, co o v\u00e1s \u0159\u00edkaj\u00ed va\u0161i z\u00e1kazn\u00edci. Kvalitn\u00ed z\u00e1kaznick\u00e1 podpora je kl\u00ed\u010dem ke spokojenosti va\u0161eho z\u00e1kazn\u00edka a neust\u00e1l\u00e9mu zvy\u0161ov\u00e1n\u00ed ROI. Zendesk v\u00e1m m\u016f\u017ee pomoci rychle a levn\u011b nastavit a zlep\u0161it va\u0161i podporu. Pokud m\u00e1te probl\u00e9my nebo dotazy s konektivitou va\u0161\u00ed platformy, m\u016f\u017eete se obr\u00e1tit na odborn\u00edky Cloudfresh s \u017e\u00e1dost\u00ed o pomoc. T\u00fdm Cloudfresh je jedine\u010dn\u00fdm odborn\u00fdm centrem pro Google Cloud, Zendesk a Asana. Pro tyto produkty v\u00e1m m\u016f\u017eeme poskytnout n\u00e1sleduj\u00edc\u00ed slu\u017eby:\u00a0<\/span><\/p>\n

        \n
      • P\u0159izp\u016fsoben\u00ed;<\/span><\/li>\n
      • Rozvoj;<\/span><\/li>\n
      • Integrace;<\/span><\/li>\n
      • \u0160kolen\u00ed;;<\/span><\/li>\n
      • Licence;<\/span><\/li>\n
      • Podpora.<\/span><\/li>\n<\/ul>\n

        Na\u0161i specialist\u00e9 v\u00e1m pomohou optimalizovat va\u0161i IT infrastrukturu, vyvinout integrace pro lep\u0161\u00ed interoperabilitu syst\u00e9m\u016f a pomohou vytvo\u0159it zcela nov\u00e9 struktury a procesy pro va\u0161e t\u00fdmy, zat\u00edmco na\u0161e centrum podpory v\u00e1m poskytne tu nejlep\u0161\u00ed z\u00e1kaznickou zku\u0161enost!\u00a0<\/span><\/p>\n

         <\/p>","protected":false},"excerpt":{"rendered":"

        Pokud spolupracujete se z\u00e1kaznickou podporou nebo chcete sv\u00e9 CX neust\u00e1le vylep\u0161ovat, pak pravd\u011bpodobn\u011b v\u00edte, jak skv\u011bl\u00e9 je, kdy\u017e si z\u00e1kazn\u00edk m\u016f\u017ee pomoci s\u00e1m. Zendesk to v\u00ed, a proto vytvo\u0159il znalostn\u00ed b\u00e1zi nazvanou Centrum n\u00e1pov\u011bdy Zendesk.\u00a0 Podle statistik by 91 % (!) v\u0161ech z\u00e1kazn\u00edk\u016f up\u0159ednostnilo vyhled\u00e1n\u00ed informac\u00ed samostatn\u011b prost\u0159ednictv\u00edm znalostn\u00ed b\u00e1ze nebo jin\u00e9ho zdroje m\u00edsto kontaktov\u00e1n\u00ed […]<\/p>\n","protected":false},"author":18,"featured_media":4829,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[3,147],"tags":[],"class_list":["post-4830","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cloud-blog","category-zendesk-articles"],"_links":{"self":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts\/4830","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/users\/18"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/comments?post=4830"}],"version-history":[{"count":2,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts\/4830\/revisions"}],"predecessor-version":[{"id":132339,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/posts\/4830\/revisions\/132339"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/media\/4829"}],"wp:attachment":[{"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/media?parent=4830"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/categories?post=4830"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudfresh.com\/cs\/wp-json\/wp\/v2\/tags?post=4830"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}