Buying Zendesk Workforce engagement management add-ons (Zendesk WFM, Zendesk QA, and WEM bundle)

What's my plan?

Add-on

Workforce Management (WFM) or Workforce Engagement Management (WEM)

Location: Admin Center > Account > Billing > Subscription

To expand your Zendesk’s feature set with the latest AI technology, consider adding the Zendesk workforce engagement management (WEM) add-ons. AI-driven workforce engagement cultivates an environment of continuous improvement by smoothing experiences for both agents and customers.

The workforce engagement management add-ons provided by Zendesk include:

• Zendesk Workforce management (WFM): Zendesk WFM improves the predictability and efficiency of customer service organizations with a series of planning, scheduling and monitoring tools. It eliminates the need to track schedules and assignments in spreadsheets and gives you a bird’s-eye view of agent adherence and activities across channels.
• Zendesk Quality assurance (QA): With Zendesk QA, you can use AI to pinpoint critical areas before they become a bigger problem, discover the tickets needing attention, and uncover insightful trends across every support channel. You can automate your QA process and guarantee consistency across your support interactions.
• Zendesk Workforce engagement management (WEM) bundle: With the Zendesk WEM bundle, you get two great products bundled together for a discounted price: Zendesk QA and Zendesk WFM.

If you have an online-assisted or self-service account, you can buy Zendesk workforce engagement management add-ons directly from the Subscription page in your account. You must be the account owner or a billing admin to buy these add-ons. If you have a managed account, contact your Zendesk account representative or Zendesk Sales for purchasing instructions.

To buy a WEM add-on

1. In Admin Center, click Account in the sidebar, then select Billing > Subscription.

   A summary of your current plan appears.

2. Click Manage.

   If you don't see a Manage button on the Subscription page, then you don't have permission to make changes.

3. Click More products.

   A list of products you can add to your account appears, including a list of options for buying Zendesk WEM add-ons.

   You can buy Zendesk QA and Zendesk WFM separately, but you save money if you buy them both as a WEM bundle. When you buy an add-on, you purchase it for all agents in your account

   

   To learn more about each add-on, click See how it works.

   

4. To buy an add-on, click Add to subscription.
5. Click Update subscription to complete the purchase.

   After you buy, you'll see the add-ons you purchased listed on your Subscription page, including a start date when the subscription will be activated.

   For example, here’s the Subscription page when you’ve added the WME bundle.

   

Note: When you buy WFM from Zendesk, you can access it from the product tray. You don't need to install an app from the Zendesk Marketplace. For more information on WFM, see Getting started with Zendesk WFM: Overview.