Guide To Zoho Crm Terms

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GUIDE TOZOHO CRMTERMSHandbookCompiled by VinitTibrewal

Table of Contents1: GENERAL SETTINGS ----- 11.1 Personal Settings ------------------------------------------------- 11.2 Company Details ------------------------------------------------ 11.3 Gamescope -- 32: USERS AND CONTROL -- 42.1 Users --------- 42.2 Security Control (Profile Permissions) ------------------------------ 52.3 Compliance Settings -------------------------------------------- 62.4 Performance Management -------------------------------------- 72.4.1 Forecasting --------------------------------------------- 72.4.2 Territory Management ----------------------------------- 72.4.3 ---- 72.4.4 AI Predictions ------------------------------------------- 82.4.5 Analytics ----------------------------------------------- 82.5 Team ----- 83: CHANNELS ---------- 113.1 Email -------- 123.2 Telephony --- 123.3 Social ------- 123.4 Visitor Tracking 3zoho.com/crm

Table of Contents3.5 Signals ------ 143.6 Portals ------ 144: CUSTOMIZATION ----- 154.1 Modules and -- 154.1.1 Leads -154.1.2 Contacts ----------------------------------------------- 164.1.3 Accounts ----------------------------------------------- 164.1.4 Deals -------------------------------------------------- 164.1.5 Analytics 4.1.6 Quotes ------------------------------------------------- 174.1.7 Marketplace -------------------------------------------- 174.1.8 Sales Orders -------------------------------------------- 184.1.9 Purchase Orders ----------------------------------------- 184.1.10 Invoices 4.1.11 Feeds -------------------------------------------------- 194.1.12 Campaigns -------------------------------------------- 194.1.13 Vendors 4.1.14 Price Books .15 Cases ------------------------------------------------ 204.1.16 Solutions .1.17 Forecasts ---------------------------------------------- 20zoho.com/crm

Table of Contents4.1.18 Visits ----- 214.1.19 --------- 214.1.20 SalesInbox 14.1.21 Activities -224.2 Interlinking Modules4.3 Page --- ---- 234.3.1 Multi-page Layouts ------------------------------------------- 234.3.2 Layout Rules (Conditional Layouts) ----------------------------- 244.3.3 Validation Rules ---------------------------------------------- 244.3.4 Field-level Customization ------------------------------------- 254.3.4.1 Standard Fields --------------------------------------- 254.3.4.2 Custom Fields ---------------------------------------- 254.3.4.3 Formula Fields --------------------------------------- 304.3.4.4 Special Fields ---------------------------------------- 324.4 Wizards ----------- 344.5 Pipelines ---------- 344.5.1 Multiple Sales Pipelines ---------------------------------------- 344.6 Templates -------- 364.7 Copy Customization ------------------------------------------------- 364.8 Customize Home Page ----------------------------------------------- 37zoho.com/crm

Table of ContentsTranslations ---- 39Web Tab ------- 395: AUTOMATION ------- 405.1 Workflow Rules ------------------------------------------------ 405.1.1 Rules - 405.1.2 Email Notifications -------------------------------------405.1.3 Tasks -------------------------------------------------- 415.1.4 Field Updates ------------------------------------------415.1.5 Webhooks ---------------------------------------------- 415.1.6 Custom Functions -------------------------------------- 425.2 Schedules -- 425.3 Actions ----- 435.4 Assignment Rules --------------------------------------------- 435.5 Case Escalation Rules ------------------------------------------ 445.6 Scoring Rules ------------------------------------------------- 445.7 Marketing Attribution ------------------------------------------ 455.8 Segmentation ------------------------------------------------ 456: PROCESS MANAGEMENT ----------------------------------------------- 466.1 Blueprint ---466.2 Approval Processes -------------------------------------------- 46zoho.com/crm

Table of Contents6.3 Review Processes ---------------------------------------------476.4 CommandCenter --------------------------------------------- 476.5 Calendar --- 487: DATA ADMINISTRATION 7.1 Import ------ 497.2 Export ------ 497.3 Data Backup -------------------------------------------------- 507.4 Storage ---- 517.5 Recycle Bin - 527.6 Audit Log --- 527.7 Sandbox ---- 537.8 Navigate Records --------------------------------------------- 537.9 Webforms -- 547.10 Tags ------ 547.11 Document Library --------------------------------------------- 547.12 Filter ------557.13 List View --- 557.14 Kanban - 567.15 Canvas View---------------------------------------------- 56zoho.com/crm

Table of Contents8: ANALYTICS --------- 578.1 Sales Funnel 578.2 Ad-hoc Reporting --------------------------------------------- 578.3 Anomaly Detector --------------------------------------------- 588.4 KPI --------- 588.5 Comparator -------------------------------------------------- 598.6 Target Meter 98.7 Cohort Analysis ----------------------------------------------- 608.8 Quadrant Analysis -------------------------------------------- 608.9 Gantt Chart 619: DEVELOPER SPACE --- 629.1 Zia Voice ---629.2 APIs -------- 629.3 Connector -- 639.4 Functions -- 649.5 Widgets ---649.6 CRM Variables ------------------------------------------------ 659.7 SDKs ------- 659.8 COQL ------ 66zoho.com/crm

Table of Contents10: Zia --------------- 6710.1 Recommendation --------------------------------------------- 6710.2 Communication ---------------------------------------------- 6710.3 Zia Voice (Conversational AI) ----------------------------------- 6810.4 Zia Vision --- 6810.5 Notifications -------------------------------------------------- 6810.6 Predictive Sales ----------------------------------------------- 6911: ZOHO DIRECTORY --- 7011.1 Single Sign-On (SAML) ------------------------------------------ 7011.2 Security Policies ----------------------------------------------- 7011.3 Active Directory Sync ------------------------------------------7111.4 Login History -------------------------------------------------- 71Quick Links ----------- 72zoho.com/crm

1: GENERAL SETTINGSAs an administrator your first step towardsimplementing Zoho CRM for your organization is todefine your personal and organizational settings bypicking the language and time zone, configuring emailsettings, adding your email signature details, and configuringGamescope to keep your team members motivated by givingtimely rewards and perks.1.1 Personal SettingsPersonal Settings is a data fulfillment area that stores your information such asname, email, role, profile, and address. You can also update information onyour language preference as well as date and time format preference. Youmay upload your signature here which can then be auto populated in theemails that you send from Zoho CRM.1.2 Company DetailsThere are certain organization-specific details which help differentiate oneorganization from another. Zoho CRM recommends users with the Administratorprivileges customize these company-specific details so that all usersin the organization account will share the basic settings.Fiscal Year:The fiscal year setting helps organizations configure their financial year,typically based on the start month. Once the fiscal start month is selected,fiscal quarters are automatically rolled up. By default, Zoho CRM's fiscal startmonth is set to January. You can specify the fiscal year name based on thestart or the end of the month. For example, let's say your fiscal year starts inApril 2020 and ends in March 2021.Go To Top1

1: GENERAL SETTINGSIf you choose the fiscal year to be based on the start month,the year name will be displayed as 2020 (wherever applicable).If you choose the fiscal year to be based on the end month,the year name will be displayed as 2021.Fiscal Year setting comes in handy when you configure the forecasts.Business Hours:Teams in your organization may work different business hours and work inshifts based in different time zones. Define your business hours to ascertainavailability of teams or individuals to take up tasks - whether it'sescalations or activities.Email Settings:Configure your email account in Zoho CRM via IMAP to work with salesOand email from one place.Holidays:You can create one master holiday list for the entire organization orseparate holiday lists for each shift. For example, you can create a separatelist of holidays for the US which will only apply to the US shift employees.You can create a holiday list for every shift.Currencies:Setting currency is an organization specific feature. By default, the currencyis set to US dollars ( ). However, user(s) with Administrator privilege canchange the currency settings depending on the organization's requirement.Based on the country locale you choose, the currency value will be updatedGo To Top2

1: GENERAL SETTINGSfor Quotes, Invoices, Campaigns and other billing related fields. Zoho CRMalso provides you with multi-currency support that helps you to handlebusiness transactions in the global marketplace easily. If you regularly dealwith international clients and vendors, then Multi-Currency will facilitateinternational buying and selling. After adding the home currency, theadministrator can add other currencies that company uses for business.Other users will then be able to select these currencies to use them as arecord's currency while creating leads, contacts, deals, etc.1.3 GamescopeGamescope in Zoho CRM is designed to make sales morefun and exciting for your sales teams. This is achieved intwo ways: by letting sales people compete with eachanother and also with themselves.Compete with each another:Games based on sales activities are conducted amongindividuals or groups in order to promote healthycompetition. On completing a specified set of activities,participants of a game win trophies, each of which carries acertain number of points. The player or group with the most points atthe end of the game wins.Compete with yourself:In order to encourage individuals to push themselves to perform better,a sales manager sets specific targets or goals for their sales reps to meet.Every time this goal is met, a user wins a badge. A user does not need tobe a part of a game to win a badge.Go To Top3

2: USERS AND CONTROL2.1 UsersAnyone whose email address is mapped to a user licensefor your account is a CRM user. A Zoho CRM user is someonewho manages records, either their own or those shared byother users, within the organization. In short, any employeewho accesses the CRM account to manage the data is a user.In addition to accessing the CRM data, some users performadministrative functions to ensure the smooth running of theCRM account. As a CRM administrator, you can add users to theorganization's Zoho CRM account, venabling your employees toconduct their day-to-day tasks independently.The number of users you can add to your CRM depends on thelicenses you have purchased. You need to buy a license for everyuser who accesses CRM. The users sign in to their accounts withtheir email address and password.Every user is given a role and profile. The profile determines whatfeatures a user can access and the role determines what datathey can access based on the organization's hierarchy.Go To Top4

2: USERS AND CONTROL2.2 Security Control (Profile Permissions)Use the Manage Profile Permissions option to permit or restrict access tospecific features. For example, if people on different teams are workingtogether on a particular project or deal, so you might choose to enabledata sharing rules for uninterrupted access to a record across teams anddepartments. There are three main categories of permission:Module Permissions let you define which module the users with a particularprofile will have access to. You also specify the actions they can performsuch as viewing, editing, deleting, or sharing a record from a module.Setup Permissions let you decide whether the users with a profile canmanage primary CRM functions such as customizing templates,managing automation, webforms, data administration and so on.Extension Permissions let you define permissions for extensions, CRM APIs,and social settings. These permissions governcommunication with third-party integrations.Go To Top5

2: USERS AND CONTROL2.3 Compliance SettingsGDPR: Zoho CRM is equipped to complywith GDPR as a data processor. There areoptions in Zoho CRM designed to help yousafeguard your customers' data and meetthe security and privacy standards of GDPR.Data security and privacy are two differentterms that are often used interchangeably, however, they have specificmeanings:Data Privacy concerns the lawful collection andusage of personal data.Data Security is having the physical, technical, andadministrative safeguards in place to protect your customer's data.As a result, we've introduced options in Zoho CRM that will:Help you abide by the privacy rulesProvide you a secure platform to protect your customers' dataGo To Top6

2: USERS AND CONTROL2.4 Performance ManagementDiscuss thiswith CommunityIncrease your sales team's productivity with accurate forecasts ofpotential revenue and use productivity games to exceed your salesquotas. You can categorize customers quickly, set up multiple currencies,use AI predictions to prioritize leads and deals likely to convert, and trackwebsite visitors to convert more prospects.2.4.1 ForecastingForecast your revenue and assign targets for your team using key informationlike deals in the pipeline, quotas achieved during the last fiscal year, andindividuals or teams that are working towards their goals. Identify thebottlenecks using real-time data and boost your team's performance.Learn how to set up forecasting.2.4.2 Territory ManagementWhether your company organizes sales teams around geography orproduct lines, territory management can handle your customer segmentation.Share accounts between territories, identify regions that make a profit,allocate resources, and exceed sales forecasts, all while offering excellentcustomer service. Learn more about territory management.2.4.3 GamificationTurn routine tasks into contests and watch your sales representativescompete to add the most notes or send the most emails. Change the wayyour sales team works by breaking the routine with Gamescope, thegamification feature in Zoho CRM. It's more than just leader boards orrewards; it's a way to liven up your workplace. Learn more about gamification.Go To Top7

2: USERS AND CONTROL2.4.4 AI PredictionsFocus your efforts using empirical data from Zia, your very own AI-poweredsales assistant. She studies every interaction between you and your prospects,analyzing the response time and the stage of the sales cycle they're in toassign a probability score for each lead and deal. This provides you witha priority-based order of leads to contact and deals to work on that aremost likely to bring in revenue. Learn more about Zia predictions.2.4.5 AnalyticsFrom lead analytics to deal insights, activity stats, and email analytics,Zoho CRM's advanced analytics help you monitor every aspect of yoursales cycle. Create customized dashboards with analytical widgets forsales, such as charts, target meters, KPIs, and funnels. Make data-drivendecisions with customizable reports and boost your sales with actionabledata intelligence.2.5 Team CollaborationZoho CRM is a collaborative CRM builtto facilitate communication with yourcustomers as well as your own team.Help your team stay connected withreal-time sales updates. Enable teamsto add helpful context to their sales records,or connect your collaborationtools to share updates from one platform.Go To Top8

2: USERS AND CONTROLFeedsKeep your team updated with feeds, where you can discuss deals,collaborate on ideas, and broadcast announcements. Talk about a salespitch that worked for you, post updates on the big deals that everyoneis working on, and share helpful sales collateral. Use Feeds to stayupdated on all key actions taken on records you own and follow. All of thisis possible in Feed: a centralized area for all of your internal CRM discussions.ChatZoho gives you the power to integrate your live chat tools with your CRM.Create helpful commands and bots within your chat tools to pull upCRM records, reports, and analytics so you can easily share them withyour teammates. Send CRM lead approvals and reminders for eventsor calls via your chat tool and set up SalesSignals in CRM for new chatnotifications. You can even automate sales updates to be sent in real timevia chat so that your sales team stays in sync with the rest of the teams inyour organization.NotesLeave helpful notes on your sales records and activities. Not only will thishelp your sales reps recall the chain of events leading up to the sale, italso leaves a paper trail for anyone else who is involved in the deal.Zoho CRM lets you record text and audio notes for every module andupload attachments to add as much context as you need.Go To Top9

2: USERS AND CONTROLTagsThe ability to add tags makes it easy to organize and collaborate on yourrecords. Use tags to mark different categories of records with specific labelsthat you can use to easily identify, search, sort, filter, and segment records.For example, tagging records with the name of an event where you metthem, so that you can easily pull up every record associated with thatspecific event in the future.GroupsZoho CRM allows you to sort different users into specialized groups tomanage shared records. Groups can be created around a commonpurpose like team selling, team support, or event management. You cancreate different types of user groups and even share records amongmultiple groups.Project ManagementWhen your sales team gets involved in severalprojects at once, productivity can take a hit unlessthey're planned and managed efficiently. Integrateyour project management system with your CRMand assign your projects and any associated recordsto individual members of your sales team. Keepingyour projects synced with your sales process in onecomprehensive system allows you to manage yourtasks more efficiently, saving valuable time and effortfor your whole team.Go To Top10

3: CHANNELS3.1 EmailThe sales context to customer interactions helps you prioritize and be efficientin your communication with them. That's why Zoho CRM comes with a widerange of options in its email suite.Send and receive emails from CRMTrack emails to receive useful reports and insightsPrioritize email conversations based on who sent them:Customers, Leads/Contacts, Colleagues, and Unknown PeopleAutomatically link your to customer records in CRM, allowing youto see all details of a customer in the same place as their emailsYou can set up an email account via IMAP or POP configuration.IMAP (Internet Message Access onfigure-imap-account.htmlis useful when youwant to replicate your entire email inbox in Zoho CRM. IMAP configuration isalso a preferred protocol for many businesses as it allows synchronizationacross multiple devices.When you activate IMAP account in CRM, you will beable to use -maiProtocol)l/configure-pop-account.html does not allow multiple devicePOPOfficesynchronization but it is useful if you want to back up your emails.Go To Top11

3: CHANNELS3.2 TelephonyThe telephony feature connects your PBX system with Zoho CRM systemthat holds all the important details of your leads and customers.With this feature, Zoho CRM offers you a platform tomanage incoming and outgoing calls. Not just that,it reminds you of the calls that are scheduled andalso identifies the caller and matches the detailswith the customer's record in Zoho CRM. Withtelephony, you get the sales context to yourconversations with customers. When you receivean incoming call, you not only know who's calling,but you also gain visibility into the caller's key CRMdetails and their relevance to your business. This enables you tohave a meaningful conversations with your customers. It's aneffective system in which your telephone solution is combined with CRM.Learn more about telephony in Zoho CRM.3.3 SocialIntegrating your CRM account with social media helps with real-timecommunication with customers. You can integrate your Twitter and Facebookaccounts with Zoho CRM. Not only does this integration help you monitor andparticipate in social media activities from one place, it also provides clarityabout the significance of a particular customer to your business.Learn more about working with the Social tab.Go To Top12

3: CHANNELS3.4 Visitor TrackingHaving an easy way to gather the details about your website visitors andinstant access to your comprehensive CRM database can be a greatadvantage for your business. With visitor tracking integration, you canassociate and track more than one portal with Zoho CRM. You can alsoexport visits data, export visits reports, and perform data migration anddata backup for your visits. You can also use the Zoho SalesIQ chat optionto engage the visitors on your website.If you are already using Zoho SalesIQ, you probably have the codeembedded in your website to track visitors. In that case, you just needto enable the Visitor Tracking feature to associate the details with thecustomer's data in Zoho CRM. If you are not using Zoho SalesIQ, then youwill need to enable it and specify some details for the integration.Go To Top13

3: CHANNELS3.5 SignalsThe SalesSignals feature in Zoho CRM provides real-time notifications ofconversations from your leads, contacts, and potential customers acrossmultiple communication channels such as telephone, email, social mediaand live chat. You can keep track of all the customer interactions acrossvarious channels and follow up with them from one central place, yourZoho CRM account. SalesSignals improve timely communication and enablesyou to follow-up with your leads and contacts and close deals quickly.Learn more about enabling SalesSignals in Zoho CRM.3.6 PortalsPortals in CRM are designed for administrators to extend CRM access totheir contacts, vendors, or partners. A portal user can access somemodules and associated data such as products, invoices, and notes fromyour CRM. They can also view, edit records, create records, add notes,and add attachments.Learn more about creating portals.Go To Top14

4: CUSTOMIZATION4.1 Modules and FieldsIn Zoho CRM, data is categorized into groups, called "modules", based on similarity.For example, Leads is a module that contains all your business leads' details.Contacts, Accounts, Deals, and Quotes are some other examples of modules.In Zoho CRM, there are two main types of module: default modules andcustom (or user-generated) modules.4.1.1 LeadsLeads are the unqualified contacts or sales opportunities in your business.A lead is a company or an individual who has expressed interest inacompany’s product and/or service. In a CRM system, a record usuallystarts as a lead. Lead records contain the raw details gathered aboutindividuals or representatives of organizations collected from websites,references, trade shows, seminars, advertisements, and other marketingcampaigns. A lead goes through the follow-up process and, when qualified,they are converted into a contact and an account in Zoho CRM.Learn what you can do with the Leads module in Zoho CRM.Go To Top15

4: CUSTOMIZATION4.1.2 ContactsContacts are individuals associated with an Account a company has donebusiness with or might do business with in the future. They are the peoplein an organization who your company communicates with in pursuit ofbusiness opportunities. Some of these contacts may belong to differentdepartments in a company and you may have multiple contacts at thesame company. CRM contacts are typically converted from qualified leads,imported from an existing list, or added individually.4.1.3 AccountsAccounts are companies (or households for B2C) a company has businessrelations with. Each Account can also be associated with other records in aCRM system, such as Opportunities or Contacts. In a typical B2B scenario(one business selling products or services to another business) accountsplay a major role in keeping track of important company information.Check out these knowledge base articles on working with the Accounts module.4.1.4 DealsDeals (or Opportunities) are potential sales deals or revenue-generatingevents. A deal can be with an existing Account or with a new Account.CRM software can be used to track, manage, and organize all informationand activities related to Deals.Check out these knowledge base articles on working with the Deals module.Go To Top16

4: CUSTOMIZATION4.1.5 AnalyticsCRM analytical reporting describes reportsrun in a CRM system that provide specificinsights on customers, such as buyingtrends, customer demographicsnapshots, multi-dimensional analysis,and period-over-period comparisons.Learn more about Data Analytics in Zoho CRM.4.1.6 QuotesQuotes are agreements between customers and vendors to deliver therequested product within the specified time at the agreed price. A quotecan be converted into a Sales Order or Invoice with a single click. Templatescan also be created based on the quote details and sent to the customer.Check out this knowledge base article to learn more about gettingstarted with the Quotes'module in Zoho CRM.4.1.7 MarketplaceA platform where developers list their applications that can integrate withZoho CRM which you may need for use cases which are not covered bythe standard CRM features.Go To Top17

4: CUSTOMIZATION4.1.8 Sales OrdersA sales order is the confirmation of a sale generated after the customersends a purchase order based on your quote. In Zoho CRM, a quote canbe converted into a sales order with a single click.Learn how to create a sales order.4.1.9 Purchase OrdersA purchase order is a document sent to asupplier or vendor, authorizing shipment ofa product to the customer at a specifiedprice and terms. The creation of a purchaseorder creates a legally binding contractwhich cannot be changed without theconsent of both parties.Learn how to create a purchase order.4.1.10 InvoicesInvoices are bills issued by a vendor to the customer with the goods orservices to illicit payment. In Zoho CRM, a quote can be converted into asales order or invoice with a single click.Learn how to create an invoice.Go To Top18

4: CUSTOMIZATION4.1.12 CampaignsCampaigns are marketing activities (inbound or outbound) whose purposeit is to build interest and awareness around a company’s products

who accesses the CRM account to manage the data is a user. In addition to accessing the CRM data, some users perform administrative functions to ensure the smooth running of the CRM account. As a CRM administrator, you can add users to the organization's Zoho CRM account, venabling your employees to conduct their day-to-day tasks independently.

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