Master the art of providing effective IT services to your customers by leveraging Zendesk About This Book Deep dive into the functionalities of Zendesk and improve your organization's customer services Learn how to expand the capabilities of Zendesk by integrating and extending it with third-party tools A master level guide that manages tickets, channels, and workflows along with advanced security features Who This Book Is For This book is for proficient Zendesk administrators who want to unlock the full potential of their Zendesk environment by gaining a deeper understanding of Zendesk's advanced customization options. What You Will Learn Customize ticket channels such as Email, Twitter, Facebook, and Web-Widget Add business rules to create a more effective and automated Zendesk environment Use Zendesk apps to add more functionality to the Zendesk setup Extend Zendesk with JIRA and Salesforce Create custom metrics within GoodData in order to set up customized and automated reports Learn how to secure and troubleshoot Zendesk In Detail Zendesk is a cloud-based customer service solution that is widely used because it is easy, efficienct, flexible, and low cost. It is highly scalable and is great for organizations of all sizes. If you're a Zendesk administrator and are looking to explore advanced-level concepts, then this book is for you. It covers the core functionalities such as managing users, groups, and the organization, and creating and adding custom fields. You will learn how to add customized ticket channels to your account. Then, you will focus on customizing business rules and extending Zendesk with JIRA and Salesforce. Towards the end, the book emphasizes security and troubleshooting aspects as well as providing tips and tricks to create a more efficient support environment. By the end of this book, you will be able to turn a basic Zendesk setup into a highly customized working environment. Style and approach This advanced guide provides easy to understand examples to ensure you gain expertise with Zendesk.

This CRM masterclass gives you a proven approach to modern customer relationship management Key FeaturesProven techniques to architect CRM systems that perform well, that are built on time and on budget, and that deliver value for many yearsCombines technical knowledge and business experience to provide a powerful guide to CRM implementationCovers modern CRM opportunities and challenges including machine learning, cloud hosting, and GDPR complianceBook Description CRM systems have delivered huge value to organizations. This book shares proven and cutting-edge techniques to increase the power of CRM even further. In The Art of CRM, Max Fatouretchi shares his decades of experience building successful CRM systems that make a real difference to business performance. Through clear processes, actionable advice, and informative case studies, The Art of CRM teaches you to design successful CRM systems for your clients. Fatouretchi, founder of Academy4CRM institute, draws on his experience over 20 years and 200 CRM implementations worldwide. Bringing CRM bang up to date, The Art of CRM shows how to add AI and machine learning, ensure compliance with GDPR, and choose between on-premise, cloud, and hybrid hosting solutions. If you’re looking for an expert guide to real-world CRM implementations, this book is for you. What you will learnDeliver CRM systems that are on time, on budget, and bring lasting value to organizationsBuild CRM that excels at operations, analytics, and collaborationGather requirements effectively: identify key pain points, objectives, and functional requirementsDevelop customer insight through 360-degree client view and client profilingTurn customer requirements into a CRM design specArchitect your CRM platformBring machine learning and artificial intelligence into your CRM systemEnsure compliance with GDPR and other critical regulationsChoose between on-premise, cloud, and hybrid hosting solutionsWho this book is for CRM practitioners who want to update their work with new, proven techniques and approaches

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Master the art of efficiently composing Azure services and implement them in real-world scenarios About This Book Build an effective development environment in Azure using the right set of technologies. Architect a full-stack solution in the cloud to choose the best service set A comprehensive guide full of real-life examples to help you take your developer skills up a notch Who This Book Is For If you are a developer, a full-stack developer, or an architect with an intermediate level understanding of cloud computing and Microsoft Azure, and you want to take your skills up a notch, this book is for you. Prior knowledge and understanding of cloud development strategies is assumed. What You Will Learn Set up a development environment with VMs, ARM, and RemoteApp Connect with VPNs to manage security and backups Establish a front-end architecture with AppService, storage, search, and caching Implement identity solutions, integrate applications, and use data Integrate cross-platform mobile applications with the cloud Consistently build and manage an API layer for millions of users Work with messages in the enterprise Deploy your services as an IT expert with ARM templates In Detail Microsoft Azure is a cloud computing platform that supports many different programming languages, tools, and frameworks, including both Microsoft-specific and third-party software and systems. This book starts by helping you set up a professional development environments in the cloud and integrating them with your local environment to achieve improved efficiency. You will move on to create front-end and back-end services, and then build cross-platform applications using Azure. Next you'll get to grips with advanced techniques used to analyze usage data and automate billing operations. Following on from that, you will gain knowledge of how you can extend your on-premise solution to the cloud and move data in a pipeline. In a nutshell, this book will show you how to build high-quality, end-to-end services using Microsoft Azure. By the end of this book, you will have the skillset needed to successfully set up, develop, and manage a full-stack Azure infrastructure. Style and Approach This comprehensive guide to Azure has both explorative parts and step-by-step ones. Each chapter defines a learning path to a specific scenario, mixing the appropriate technologies and building blocks efficiently.