Page 17 - Business Requirement Document 0.3

customers to find what they are looking for in any Help Center. The customers can get
in touch with the agents instantly, right from the Help Center, so the agents can respond
and help them find answers faster.

Through the "Helpcenter" both the customers and support agents will get easy access
to all the tickets.

Now the agents can reach out to a customer service phone number, and receive calls

within Zoho Desk, associate these calls with existing tickets or new ones. Reaching the
right customer service agent can be like finding your way through a maze. But Zoho
Desk's Interactive Voice Response (IVR) will simplify the navigation of customer service
hotline. Customers can reach the right support agents based on the IVR options they
choose. This will help in quick resolution to the tickets.

The administrator has the right to get connected with the various cloud telephony easily

and on premise providers.ABC now will get an a customizable feature named web-form
widget that will help your customers fill out a form with the details you need and submit
their questions as tickets on your website.

Now all the calls coming in will easily get converted in form of tickets if any customer
raises any query. The track of all the calls and its details will become a smooth process.

User Management:

Based on the detailed workshops and meetings, ABC Corporation Limited wanted to
implement the following list of Users and Controls :-

Creating and Managing Users

Create team and departments
Assign Users to respective teams
Profiling the teams
Applying field level security

The administrator can now add new agents, add new teams, assign agents to a team,

create departments. The Administrator can also edit roles and responsibilities of any

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Customer Sign-off

Confidential and for internal discussions purposes of Zoho and ABC Corporation Limited
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