Knowledge base articles 

1. Support agent can cross check the new pricing details and service-wise breakdown while responding to the customer's query. 
   
2. The system administrator can verify the software installation guideline before installing new software for a trainee. 
   
3. HR executive can read the new reimbursement policy to address frequent queries by employees. 
   

Training and certification (powered by TrainerCentral)

1. Employee or partner onboarding training can be conducted in Zoho Desk.
   
2. Support trainees can take up professional and etiquette training at their pace.
   
3. Mandatory training on Compliance and security regulations can be monitored time to time to ensure auditory compliance.
   
4. Businesses can also create courses on various professional and non-professional topics for users to take up on need basis. 
   

Permission Required

1. Users with the permission to access Support Channels can enable Employee Self-service Portal. 
   

1. Users can perform actions in the Training module as relevant to the provided permission.
   

Check Feature Availability and Limits

Enabling Employee self-service portal in the Help Center

Once enabled, the Employee sub tab is created under Help Center and the Employee self-service portal icon ( ) is  displayed on the top menu. 

1. Navigate to Setup > Help Center > Manage Portals.
   
2. Toggle Employee Self-Service Portal.
   
   
   
3. Enable the TrainerCentral integration to create the training materials.
   
4. In the employee portal, toggle Training module if required. 
   

Integration of TrainerCentral with Desk

1. Desk users or trainers to create courses in the Training module within Desk interface.
   
2. Agents or Desk users to take up courses and assignments via employee self-service portal instead of redirecting to other platforms.
   

Understanding the Training module

1. Text-based instructions
   
2. Videos and GIFs
   
3. Images and diagrams
   
4. Interactive elements like polls, quizzes, and assignments
   

1. The agent profile with create and update permission can create training materials in the training module. 
   
2. The agent profile with view permission will only be able to view the created training materials within the training module. 
   

Managing KB and Training modules

1. Knowledge base - The default option available in the employee portal for agents. All the articles published in the KB module will get listed for the employees to access within Zoho Desk. The articles created in categories of the agent's departments can be accessed from the Employee self-service portal - Knowledge base module. 
   
2. Training - This option gets enabled once the TrainerCentral option is enabled. On enabling this, the agents will be able to take up the training materials created under the Training tab within the Employee self-service portal.
   
   

Personalizing the Appearance of the ESSP

1. Navigate to Setup > Help Center > Manage Portals.
   
2. In the Employee Self-Service Portal, select the appearance mode as Default or Custom.
   
3. Click Update.
   
   

Creating courses in the Training module

1. Navigate to the Training module and click the + option.
   
2. Provide the course name, subtitle, and the description and click Create Course. 
   
   
3. In the TrainerCentral course creation page, enter the lesson title, description, assignments and change the settings as per your requirement. 
   
   
   
4. In the Settings tab, configure the course compliance metrics. 
   
5. Once you have completed with the required information, select the Publish tab and click Publish now. 
   
6. Click Publish from the confirmation window to make the course accessible to all users.
   
   

Note

1. Clicking on a course from the Training module will take agents to the course edit page. 
   
2. A course can be unpublished at any point from the Publish tab and can be restored later as well. 
   
   
3. The edit, update, and delete options for the training materials are displayed based on the profile permission set for the training module.
   
4. The Reports tab displays the name and email id of agents who have attempted the course, along with the date, course progress, and status. The learners data can also be recalculated or exported whenever required. 
   

Working in the employee self-service portal

The agents can access the Employee self-service portal icon () in the top menu bar.

Note

1. The agents can click the Full Screen View () at the bottom left of the employee self-service portal to view the articles and training materials in full screen and access the articles in ease. 
   
2.  The agents can click the Split Screen View () at the bottom left to view the articles and training materials in split view and not full screen. 
   

Knowledge Base module

1. View the articles created in their department
   
2. Follow the category
   
3. Add a comment to the article
   
4. Share the article
   
5. Print
   
6. Download article as PDF
   

Training module

1. Read the course
   
2. Take up assignments 
   
3. Upload files and images as a part of the assignment 
   
4. View their course completion percentage
   

What's next in the Training tab?

1. Notification to agents when a course is created in their department
   
2. Success and failure rate of agents
   
3. Course assignment
   
4. List of completed courses
   
5. In progress courses