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1. 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL Access Privilege Read permission You can search forecasts alphabetically are filling the required information in Search box To search forecasts 1 Click the Forecasts tab 2 Inthe Forecasts Home page under Search section do one of the following 3 o Specify the search criteria in the Search field and click the Go button Or o Select one of the alphabetical search links 3 Inthe Forecast List page a list of forecasts is displayed as per search criteria Creating List Views Access Privilege Read Write permission In the Forecast List you can create modify delete the custom views sort columns in the list view ascending descending order search the records available in the current list view In addition you can modify some of the columns in standard list views By default the following standard list views are available in the Forecasts module e All Forecasts e My Forecasts Note User created list views are displayed under User Created Views category in View drop down list To create custom views Click the Forecasts tab In the Forecasts Home page under Forecast List section click the Create View link DS Z ote Under the Forecast List section some of the standard list views are displayed You can only rearrange the order of the columns and add more columns 3 Inthe Create New View page do the following 2
2. Creating Price Books In Zoho CRM you can store Price Book details by entering data in Price Book form or importing the data from external source Note Some of the standard fields listed below may not be visible editable depending on your organization business process and field level security settings In case your organization added modified fields please contact your System Administrator for more details about usage of the other fields In the Price book Edit form you need to specify the Price Book related information The following table provides descriptions of the various fields in the form List of Standard Price Book related Fields Field Name Data Type Select the Price Book owner from the Lookup available users list Specify the name of the Price Book This Text box alphanumeric field is mandatory 50 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name Data Type Pacs pour Cena Select the Price Book owner from the Losi available users list Select the Active check box to set the status of the Price Book as active Description Specify any other details about Price Book Text area long text Active Check box To create Price Books Click the New Price Book link Inthe Price book lt gt page enter the Price Book details Note Price book Name is a mandatory field Refer to the List of Standard Price book related Fields section for
3. Note The Year and Quarter fields are mandatory Refer to the List of Standard Forecast related Fields section for more details 3 Click Save Forecast details for the three months and forecast history are displayed in the forecast details page Associating Forecasts with Other Records Access Privilege Read Write permissions After creating forecasts you can add potentials in each month Once the potential is closed it is automatically displayed under forecast history All the potentials created followed up are displayed under sales person s monthly forecast list To associate forecast with other records 1 Inthe Forecast lt Forecast Name gt page you can update the following details 2 o Months list Potentials To display the potentials in each month You can also add new potential to the month 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 o Forecast History To display the historical data of the forecasts 2 After updating the associated records you can move to the next record Viewing Reports Access Privilege Read Write permission You can directly access some of the standard reports pertaining to forecasts from the Forecasts Reports section By default the following reports are displayed under Forecasts module e Quarterly Sales Forecast e Forecast History To view forecast report 1 Click the Forecasts tab In the Forecasts Home page under the Forecasts
4. 1 Click the Cases tab 2 In left hand side under the New Case section specify the mandatory details such as Status Case Origin and Subject 3 Click Save Case details are displayed in the Case lt Case Name gt page where you can update the additional details or perform the additional operations To create duplicate cases 1 Click the Cases tab 2007 AdventNet Inc All rights reserved il a November ZOHO CRM USER MANUAL 29 2007 In the Case List view page select the Case to be duplicated In the Case lt Case Name gt page click the Clone button In the Edit lt Case Name gt page modify some of the Case related details Click Save Case details are displayed in the Case lt Case Name gt page where you can perform the additional operations Importing Cases Access Privilege Data Import permission You can import cases from other Help Desk and CRM applications to the Zoho CRM system for a better integration of your organization wide sales and customer support processes O rips Before importing cases into Zoho CRM you must have the cases details in a CSV XLS file You must have privilege to import the cases in Zoho CRM Before importing the cases into Zoho CRM close the CSV XLS file and the Spreadsheet program Remove apostrophe any place in the CSV file For example ABC s You can import a maximum of 1000 cases in one import cycle To import cases from external sources 1 Cl
5. 1 Click the Vendors tab 2 Inthe Vendors Home page under the Vendor Tools section click the Export All Vendors button 3 Inthe File Download pop up dialog Click Save to save the vendor details in CSV file format Viewing Reports Access Privilege Read Write permission 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 You can directly access some of the standard reports pertaining to Vendors from the Vendor Reports section In addition to reports you can access one of the dashboards in Vendors module By default the following reports are displayed under Vendors module e Vendors Vs Purchases e Vendors Vs Products To view vendor reports 1 Click the Vendors tab 2 Inthe Vendors Home page under the Vendors Reports section click the required Report link 3 The Report is displayed in Reports page which can be further customized as per your requirements For more details about reports customization refer to Chapter 19 Working with Reports Printing Vendor Details Access Privilege Read permission You can view a printable form and print the vendor details using browser s Print function To print vendor details 1 Click the Vendors tab 2 Inthe Vendors Home page under the Vendors List section select the required vendor 3 Inthe Vendor lt Vendor Name gt page click the Printable View link 4 Inthe Vendor lt Vendor Name gt page click the Print button
6. Campaign Expected Response BOOOOO08 00008 bH Hennen 0 00000 OOOO0aoweaaanoa dn OOOO0O0s80g0070 0000 Campaign Num sent Arithmetic Functions in Report Step 6 To specify advanced sorting filters 1 In the Create Report page click the Criteria tab In the Criteria section select the additional criteria for the report 3 Once you have completed the report customization do the following o Click the Run To run the customized report Refer to Step 7 for saving the report in folder o Click the Save To save the custom report criteria o Click the Cancel To cancel the report customization 4 Once you have completed the report customization you can store the report in a folder 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Report Type Columns Grouping Columns to Total Criteria Standard Filters Column Start Date End Date Lead Created Time Custom Advanced Filters Match all of the following Match any of the following Lead Owner v contains gopal Add More Criteria Add More Criteria Step 7 To save report in folder 1 Inthe Create Report page click the Run or Save button 2 Inthe Save Report dialog do the following o Report Name Specify the report name o Description Specify any additional details about report o Report Folder Select the report folder in which the report has to be stored 3 Click the Save Refer to the
7. 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 To configure Sales Stage Pick list Click the Setup link In the Setup Home page under Potentials Settings section click the Field List link In the Potentials List page edit the Sales Stage field In the Edit Pick List page add modify values in the Values list box Once you have updated the pick list values you can sort the values alphabetically and use the first values as the default pick list value 5 Click Save eo Mapping Stage and Probability Values Sales Stage is very important criteria to identify the performance of organization wide Sales pipeline In the Stage Probability mapping page you can perform the following operations e Create different types of Sales stages according to your organization wide Sales process e Associate Probability values to the Sales stages e Associate Forecast types Open Closed won or Closed lost to Sales stages e Associate Forecast categories Pipeline Closed Omitted Best Case Committed For more details refer to Chapter 7 Managing Sales Forecasts V rips For a better sales pipeline analysis assign different probabilities to sales stage values For each stage assign probability in the range of 0 to 100 You may consider using probability value as 100 when the deal is closed won and 0 for deal closed lost To map stage and probability values 1 Click the Setup link 2 Inthe Setu
8. o Description Specify additional details of the dashboard 5 Click Save eS Creating Charts Access Privilege Read Write access After creating a dashboard you must add components charts represent the exact data in pictorial form which includes Bar Pie Line Funnel or Table type charts You can select the charts to display the data in pictorial form where as table to display the data in tabular format Note In each dashboard you can create up to 20 charts List of Standard Charts Chart Type 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 To display different values of one or more items in data which can be used to compare values across categories To display the data with different parts of data into triangular areas sectors proportional to the percentages of the whole data To display a trend over a period with the variations in the multiple values in a single chart To show the convergence of data from the Funnel Chart entry level to exit level It is typically used show the sales pipeline at any point of time Lead Source Record Count Web Download 48 To show sum of the values in each Advertisement Table Chart category of the data Trade Show 28 Cold Call 22 Sales Mail Aliase 12 To create dashboards 1 Click the Dashboards tab 2 Inthe Dashboards Home page click the Add Component button 2007 AdventNet Inc All rights reserved No
9. 1 Click the Campaigns tab 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 2 Inthe Campaigns Home page under the Campaign List section select one of the views from Select View drop down list to display the list of Campaigns according to the status of the Campaigns For example Contacted Hot Won and others 3 Inthe Campaign List section click the Start Previous Next or End links to access the respective list of Campaigns Searching Campaigns Access Privilege Read permission You can search the campaigns alphabetically or filling the required information in Search box To search campaigns 1 Click the Campaigns tab 2 Inthe Campaigns Home page under Campaign Search section do one of the following o Specify the search criteria in Search box and click the Go button Or o Select one of the alphabetical search links 3 Inthe Campaign List page a list of Campaigns is displayed as per search criteria Access Privilege Read Write permissions Creating List Views In the Campaign List you can create modify delete the custom views sort columns in the list view ascending descending order search the records available in the current list view In addition you can modify some of the columns in standard list views By default the following standard list views are available in the Campaigns module e All Campaigns e All Active Campaigns e My Active Campaigns Note User cre
10. 3 Once appointment details are updated click the Accept Changes button Synchronizing Outlook Tasks with Zoho CRM Synchronization allows you to enter the customer specific tasks from Microsoft Outlook to Zoho CRM and vice a versa and update the information in both Zoho CRM and Microsoft Outlook It also eliminates duplication of tasks and resolves conflicts if the data is not in sync 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 To synchronize tasks between Microsoft Outlook and Zoho CRM Select the Tasks shortcut from the Microsoft Outlook sidebar Select the required task s from the Inbox Click the Zoho CRM gt Sync Tasksmenu It takes a few minutes to completely read the tasks in Zoho CRM and Microsoft Outlook Once reading is completed you have to complete one of the following operations 1 Add Tasks 2 Resolve Conflicts ToU D Adding Tasks If you are synchronizing tasks first time then follow these steps 1 Inthe Synchronizing Status dialog tasks added updated and deleted are displayed Click the View Details button to view the list of tasks 2 Inthe Sync Changes dialog list of tasks are displayed Once you are ensured that all the task details are correct click the Close button 3 Inthe Synchronizing Status dialog click the Accept Changes or the Close button to complete or abort the synchronization respectively Resolving Conflicts Say after the first time syn
11. Click the Cases tab 2 Inthe Cases Home page under Case Search section do one of the following 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 o Specify the search criteria in Search box and click the Go button Or o Select one of the alphabetical search links 3 Inthe Case List page a list of cases is displayed as per search criteria Creating List Views Access Privilege Read Write permission In the Case List you can create modify delete the custom views sort columns in the list view ascending descending order search the records available in the current list view In addition you can modify some of the columns in standard list views By default the following standard list views are available in the Cases module e All Cases e My Cases e Today Cases e Open Cases e Closed Cases e Escalated Cases Note User created list views are displayed under User Created Views category in View drop down list To create custom views Click the Cases tab Inthe Cases Home page under Case List section click the Create View link ao Z ote Under the Case List section some of the standard list views are displayed You can only rearrange the order of columns and more columns 3 Inthe Create New View page do the following o Inthe View Information section specify name of the custom view in the View Name mandatory field The custom view name appears in the View drop d
12. Description Specify any other details about sales order Text area long text To create sales orders 1 Click the New Sales Order link 2 Inthe Sales Order page specify the sales order details note Subject Account Name Billing Address Shipping Address and Product Details are mandatory fields Refer to the List of Standard Sales Order related Fields section for more details 3 Click Save Associating Sales Orders with Other Records Access Privilege Read Write permission You can associate the sales order with other records such as activities attachments and notes e Invoices To create invoices from the sales order e Open Activities To add tasks related to sales order e Closed Activities To display the closed activities e Attachments To add files and notes to sales order To associate Sales Orders with other Records 1 Click the Sales Orders tab 2 Inthe Sales Orders Home page under the Sales Order List section select the required sales order 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 3 Inthe Sales Order lt Sales Order Name gt page do the following o Edit the Sales Order details o Create invoices o Create tasks o Attach files 4 You can close the sales order page once all the required information is updated for the sales order Printing Sales Order Details Access Privilege Read permission You can view a printable form and print the sales
13. Name mandatory field The custom view name appears in the View drop down list You can also set the custom view as a default list view by selecting the Set as Default View check box o Inthe Specify Criteria section specify the filter criteria For more details refer to the Specifying List View Criteria section o Inthe Choose Columns section select the columns to be displayed in the List View For more details refer to the Selecting List View Columns section o Inthe Accessibility Details section select the users to whom custom list view has to be enabled For more details refer to the Enabling View Access section 4 Click Save The custom list view is displayed in the View drop down list 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Creating Contacts Access Privilege Read Write permissions In Zoho CRM you can create contacts as given below e Entering data in contact details form e Duplicating the contact with few changes from the existing contact details e Importing contacts from other Contact Management applications e Converting leads to contacts e Synchronizing Microsoft Outlook contacts with Zoho CRM ote Some of the standard fields listed below may not be visible editable depending on your organization business process and field level security settings In case your organization added modified fields please contact your System Administrator for more details about usag
14. eS Oo 0O 0 0 Managing E mail templates 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL As part of the workflow management notification through E mail is one of the most important tasks The E mail notifications can be predefined so that upon triggering a workflow rule predefined E mail will be sent to all the recipients warning If you are creating E mail template for sending Emails to leads do not merge the contact related fields and vice a versa If you are trying to merge both fields you will experience some errors during E mail creation 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Outlook Plug in The Zoho CRM Outlook plug in is productivity enhancement software that can be used with Zoho CRM and Microsoft Outlook The Outlook Plug in can be installed on users MS Outlook which can be used to synchronize the contacts in between Microsoft Outlook and the Zoho CRM and add the contact specific e mail as a Case to the Zoho CRM customer specific cases e Installation Procedure e Activating Outlook Plug in in Zoho CRM e Working with Outlook Plug in e Field Mapping Installation Procedure e System Requirements e Installation Prerequisites e Installing Zoho CRM Outlook Plug in e Uninstalling Zoho CRM Outlook Plug in System Requirements e Hardware x486 with 256 MB RAM or higher with a minimum
15. from the Name and E mail fields respectively 7 Inthe Recipient Details section select the recipients of the alert form the Available Recipients list box You can also notify alert to the other users by specifying E mail IDs in Additional Recipients text box 8 Click Save An E mail based alert is created which can be associated to the workflow rules nai na Managing Workflow Tasks The task can be associated to workflow rule in case you are planning to create a task upon triggering a workflow rule For new records tasks will be created for the users with a default values specified the workflow task To add workflow task Click the Setup link In the Setup Home page click the Workflow Settings link In the LHS tree expand the Workflow Setting link and click the Workflow Tasks link In the Workflow Tasks page some of the existing tasks are displayed Click the New Task button 5 Inthe New Task page specify the following o Record Type Select the module Subject Specify the subject of the task Priority Select the priority of the task Status Select the default status of the task while creating it first time Due Date Specify the date to execute the workflow rule The due date is a combination o Assigned To Select the user to whom the task has to be assigned o Description Specify additional details of the workflow task 6 Click Save A new workflow task is created which can be associated to workflow rules
16. or specify the product price Integer Displays the amount of the selected products Specify the terms and conditions that are Text area long text Text box alphanumeric 256 Text box alphanumeric 256 eZ 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name Data Type O sociated with purchase order cies Description eee any other details about purchase Text area long text To create purchase orders 1 Click the New Purchase Order link 2 Inthe Purchase Order page specify the purchase order details ote Subject Account Name Billing Address Shipping Address and Product Details are mandatory field Refer to the List of Standard Purchase Order related Fields section for more details 3 Click Save Associating Purchase Orders with Other Records Access Privilege Read Write permission You can associate the purchase order with other records such as activities attachments and notes e Activities To add tasks related to purchase orders e Attachments To attach files to purchase orders e Notes To add notes to purchase orders To associate Purchase Orders with other Records 1 Click the Purchase Orders tab 2 Inthe Purchase Orders Home page under the Purchase Order List section select the required purchase order 3 Inthe Purchase Order lt Purchase Order Name gt page do the following o Edit the Purchase Order details o Create tasks
17. Administrator can AGNE deactivate the user so that user cannot access the Zoho Oiek BOF CRM system Select the user role for example Administrator K gt Roe eect User and others This is a mandatory field Email Specify the official E mail ID of the user This is a URL mandatory field Website Specify the website URL of the user hone Specify the official phone number of the user Mobile Specify the mobile phone number of the user Text box integer value 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name Data Type Fax Specify the FAX number of the user Text box mm dd yyyy drop down list Street Specify the primary address of the Zoho CRM user _ Text box City Specify the name of the city where the user lives Text box State Specify the name of the state where the user lives Text box Country Specify the name of the user s country Text box Select the language Currently only English language K Languages supported This field is a mandatory field Piek M Select the country locale to specify your date format eee X wounny Logal This field is a mandatory field Paek liat Select the secret question for password protection Sas x SETET Question This field is a mandatory field Een Specify the answer for retrieving the password in case x Answers fee forgot it This field is a mandatory field aliii To change personal information Time Zone Select th
18. All rights reserved November ZOHO CRM USER MANUAL 29 2007 Ans You may not be able to capture cases properly if e Password is changes after publishing the Web to Case form e Removed some of the necessary Web form action entries in your HTML page while customizing the Web to Case form 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Solutions Over a period direct customer support helps your organization to build a rich knowledge Base for future reference Knowledge Base in the form of solutions also called as articles or frequently asked questions enables your organization in solving the repetitive problems encountered by customers with limited resources Solutions module integrated with Cases is very useful for organizations that are mainly focusing on post sales support particularly technology and knowledge based industries The Solutions home page contains e Solutions List e Solution Reports e Tools such as Import Export mass transfer and delete solutions e Quick Create pane e Search e Alphabetical Search e Custom Views e Change Owner e Delete e Page Navigation You can perform the following operations in Solutions module e Navigate Solutions e Search Solutions e Create List views e Create solutions e View solutions list e Attach documents to the solution e Import solutions e Export solutions e Print solution details e Change
19. Creating Report Folders section for folder creation gt Save Report Report Name Quarterly Sales Description Display the company wide quarterly sales Report Folder Potential Reports v Cancel Save Report in Folder 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL Creating Folders By default reports are stored in different categories You can create personal public folders so that you can store the frequently used reports in a common folder and access the reports easily Create New Report Folder Required Field s Folder Details Folder Name Sales Folder Description All sales reports Accessibility Details All Users are allowed to view this Report Folder Show this Report Folder only to me Allow the following users to view this Report Folder Users Note All the administrators and the user who created this report folder will have accessibility rights always Save Cancel Create Report Folder To create report folders 1 Click the Reports tab 2 Inthe Reports home page click the Create New Report Folder button 3 Inthe Folder Details do the following o Folder Name Specify name of the folder o Description Specify additional information about folder o Accessibility Details Select one of the following options 2007 AdventNet Inc All rights reserved November ZO
20. Enabling View Access section 4 Click Save The custom list view is displayed in the View drop down list Creating Solutions Access Privilege Read Write Delete permission In the Solutions Edit form you need to specify the Solutions related information The following table provides descriptions of the various fields in the form List of Standard Solutions Fields Field Name Data Type Solution Title Specify the subject of the solution a A lphanimerie Saton Oier Select the Zoho CRM user s name to which the Pick list solution is assigned 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name Data Type Product Nine Select the name of the product to which the Lookip solution has to be associated Category elect the category of the solution p A lpignunedg Guen Select the priority of the solution from the drop Text box Alphanumeric down list 255 Answer Specify solution details Status Specify the status of the solution Pick list Description Specify any other details about solution Text Area 32 KB omments Specify additional comments about the solution Text Area 32 KB To create Solutions 1 Click the Solutions tab 2 Inthe Solutions page specify the solution details Note Solution Title Question and Answer are mandatory fields 3 Click Save To create solutions instantly 1 Click the Solutions tab 2 In left hand side under the New So
21. Inthe Mass E mail page do the following o By default the E mail Template tab is enabled Select the template to be used from the E mail Template pick list The template content is displayed under E mail Template Body section o Click Matching Criteria tab You can create a leads mailing list by specifying the matching criteria under Specify Criteria section 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 4 Click the Send button to send the E mail message to the selected leads Exporting Leads Access Privilege Data export permission Occasionally it is very useful to export the leads from Zoho CRM to Spreadsheet programs such as Microsoft Excel OpenOffice and others for further data analysis To export leads to external sources 1 Click the Leads tab 2 Inthe Leads Home page under the Lead Tools section click the Export All Leads button 3 Inthe File Download pop up dialog Click Save to save the leads details in CSV XLS file format Converting Leads to Other Sales Records Access Privilege Lead Conversion permission Once lead status has reached a certain stage where it can be qualified as a potential i e there is a chance of further negotiations with the lead it can be converted to account contact and potential It depends on your organization s sales process During lead conversion all the fields in Lead details are converted to the account contact and potentia
22. Manager section you can upgrade the free edition three users to professional edition by ordering more users on per user per year basis Before subscribing to the additional users accept the subscription agreement If you are using the Zoho CRM On demand service you can perform the following operations e Subscribe for more users e Activate Deactivate users e View Order history Subscribing for more users In the Order More Users form you need to specify your company related information The following table provides descriptions of the various standard fields in the form List of Standard Subscription related Fields Field Name Data Type ai ication Specify the number of users This field is mandatory Text box Integer 100 First Name Specify the first name of the contact person Po Last Name Specify the last name of the contact person ee Website specify the URL of your company s Website aor alphanumeric Specify phone number of your company with Text box Phone international code alphanumeric 30 Text box Fox specify fax number of your company alphanumeric 30 E mail alphanumeric and special characters 100 Specify the official E mail address of your company E mail or contact person 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Billing Address Specify the billing address of your company to send Street Street City State Postal
23. Name field 4 Inthe Edit Field Properties pop up page disable the Mandatory check box for Account Name field and click OK 5 Inthe Edit Page Layout page click Save Once the Account Name field is made an optional field your Sales Reps can associate business opportunities with the Contacts Consumers as per B2C process If you are looking for a personalized walk through of Zoho CRM implementation for B2C process please contact us at support zohocrm com 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Personalize your Company Logo Zoho CRM allows customers to personalize the user interface by replacing the default logo with their own company logo so that employees working with Zoho CRM service will have a personalized feel with their CRM service Before Personalization of Company Logo Before Uploading Logo Ej Subscriptions Skie feedback Setup Itelp x Lagout rohacrm zohecrm cam ne l ampaigns Leads AcCounts Comactss Potentials Forecasts ac bvities Reports Dashboards Vendors e Company Details Company Intormetion Maree Primary Comet Persana Satinas Admin Settings Shera hasi Sontoat Criris Deli evel Secure Catara Search Dota Analytics Tab Sestines More Customize Tabs Sarama Tabs Woot Cuatamizs rttr Paces Lead Settinas Address informotios ieks List Le Pace Lares Saatanan seed Cotas Cum View Som tas Mab to Leas s L
24. Reports section click the required report link The report is displayed in Reports page which can be further customized as per your requirements For more details about reports customization refer to Chapter 19 Working with Reports Deleting Forecasts Access Privilege Read Write Delete permission Occasionally you may need to remove some of the unnecessary forecasts from the Zoho CRM system for a better user experience You may consider removing forecasts that are not useful for future reference warning The forecast details are deleted permanently hence use the delete operation carefully To delete forecasts individually 1 Click the Forecasts tab 2 Inthe Forecasts Home page under the Forecast List section select the forecast 3 In the Forecast lt Forecast Name gt page click the Delete button 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 4 Inthe Confirmation dialog click OK to remove the forecast permanently To delete forecasts in bulk Click the Forecasts tab In the Forecasts Home page under the Forecast List section select the check boxes corresponding to the forecasts to be removed Click the Delete button In the Confirmation dialog click OK to remove the selected forecasts permanently p89 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Cases In the Internet world online Cust
25. Sales amp Marketing process You may use the existing fields disable some of the standard fields or add new custom fields 2 Setup lead generation process by filling the lead form importing lead data from external sources or capturing leads directly from your Web site 3 Assign leads to the correct sales persons partners using the Lead Assignment rules 4 Qualify the leads as potentials by following up until the lead reached to a certain stage Afterwards convert lead to potential While converting leads to potentials accounts and contacts are created automatically 5 After converting leads to potentials follow up further in Potentials module until the deal is either won or lost All the converted leads status is changed to Converted which can be used for future reference 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Sales Funnel Diagram Note e Standard fields in the Leads module are applicable to most of the industries If your organization requires additional fields your System Administrator can add them using product customization module e For creating leads you must add the Company Name and Last Name of the lead In Zoho CRM lead information is a combination of company as well as the person s contact information The Leads home page contains e Leads list View e Page Navigation e Leads Reports e Dashboard e Lead Tools such as Import Export Mass
26. Sales Orders and Invoices page layout Step1 Customize Leads Page Layout 1 In Zoho CRM log in with Administrator privilege 2 Inthe Setup gt Lead Settings page click the Edit Page Layout hyperlink November 29 2007 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 3 Inthe Edit Page Layout page click on for the Company field 4 Inthe Edit Field Properties pop up page disable the Mandatory check box for Company field and click OK Edit Field Properties Disable Check box Field Name Mandatory Read only iv oO ok Cancel 5 Inthe Edit Page Layout page click Save Step 2 Customize Potentials page layout 1 In Zoho CRM log in with Administrator privilege 29 2007 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 2 Inthe Setup gt Potentials Settings page click the Edit Page Layout hyperlink In the Edit Page Layout page click on ffor the Account Name field 4 Inthe Edit Field Properties pop up page disable the Mandatory check box for Account Name field and click OK 5 Inthe Edit Page Layout page click Save Step 3 Customize Quotes Sales Orders and Invoices page layout 1 In Zoho CRM log in with Administrator privilege 2 Inthe Setup gt Quotes Sales Order Invoice Settings page click the Edit Page Layout hyperlink 3 Inthe Edit Page Layout page click on ffor the Account
27. To change owner of contacts individually Click the Contacts tab In the Contacts Home page select the contact In the Contact lt Contact Name gt page click the Edit button In the Contact lt Contact Name gt page change the contact owner from the Contact Owner lookup field 5 Click Save to update the contact owner P S To change owner of contacts in bulk Click the Contacts tab 2 Inthe Contacts Home page go to the Contact List section and select the check boxes corresponding to the contacts You can also select all the contacts 3 Click the Change Owner button 4 Inthe Contacts Change Owner page select the user from the Select New Owner pick list and click the Update Owner button to change the owner of the contacts permanently 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 A warning Contacts ownership will be changed to another user irrespective of its existing owner Use this operation carefully otherwise contacts belonging to different users will be changed to new user To overcome this problem first you may search the contacts with a required owner name then change the owner in bulk Printing Contact Details Access Privilege Read permission You can view a printable form and print the contact details using browser s Print function To print contact details 1 Click the Contacts tab In the Contacts Home page go to the Contact List section and se
28. Viewing Reports 88 Deleting Forecasts 88 Working with Cases 90 Navigating Cases 91 Searching Cases 91 Creating List Views 92 Creating Cases 93 Importing Cases 95 Associating Cases with Other Records 95 Exporting Cases 96 Changing Case Owner 96 Printing Case Details 97 a 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Viewing Case Reports 97 Deleting Cases 98 Customizing Cases 98 Capturing Cases from Website Web to Case form 99 Managing Email bases Cases 101 Frequently Asked Questions 101 Working with Solutions 103 Navigating Solution 103 Searching Solution 104 Creating List Views 104 Creating Solutions 105 Importing Solutions 106 Viewing Solutions 107 Attaching Documents to the Solution 108 Exporting Solutions 108 Changing Solution Owner 108 Printing Solution Details 109 Deleting Solutions 109 Customizing Solutions 110 Working with Products 111 Navigating Products 112 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Searching Products 112 Creating List Views 112 Creating Products 113 Importing Products 114 Associating Products with Other Records 115 Changing Product Owner 116 Exporting Products 117 Printing Product Details 117 Viewing Reports 118 Deleting Products 118 Customizing Products 119 Working with Price Books 120 Navigating Price Books 120 Searching Price Books 121 Creating Price Books 121 Associating Products with Pri
29. Workflow 2 Select User Select the user to whom the lead has to be assigned 3 Add Task Select the workflow task to be assigned Refer to Managing Workflow 7 Click Save Rule Entry Specify Criteria 1 Match all of the following Match any of the following x Country w contains USA United States x and City contains v New York Add Criteria Q Specify User 2 Assign To gopals Associate Task 3 Note a To create a new workflow task you must exit this process and create the new workflow task in your personal setup section Lead Assignment Rules automatically assigns the task selected below based on the criteria specified in the rule entry Select a task to associate with the rule entry Folow up Lead Q Remove save Cancel Specify Rule Details 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Capturing Leads from Web site Web to Lead Form Access Privilege Web to Lead Permission Using Web to Lead form your organization can allow Web site visitors submitting their information directly so that you can create leads directly All the leads captured through Web site are first assigned to the Lead Administrator which can be reassigned to the corresponding Sales persons Important Points e Anyone visiting your Web site can submit leads and submit any type of informat
30. You can directly access some of the standard reports pertaining to products from the Products Reports section By default the following reports are displayed under Products module e Products by Category e Products by Support Termination date e Products by Cases To view products report 1 Click the Products tab 2 Inthe Products Home page go to the Products Reports section 3 Click the required report link The report is displayed in Reports page which can be further customized as per your requirements For more details about reports customization refer to Chapter 19 Working with Reports Deleting Products Access Privilege Read Write Delete permission Rarely you may need to remove the unnecessary products which are not tracked further This will help you manage your products in a better way You can delete products either individually or in bulk warning The deleted potentials are temporarily stored in Recycle Bin If required you can restore the deleted potentials again However if you delete potentials from Recycle Bin you cannot restore again To delete products individually 1 Click the Products tab 2 Inthe Products Home page select the product to be deleted 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 3 Inthe Product lt Product Name gt page click Delete 4 Inthe Confirmation dialog click OK to delete the product permanently To delete pr
31. a maximum of 1000 products in one import cycle To import product details from external sources 1 Click the Products tab 2 Inthe Products Home page under Product Tools section click the Import Products button 3 Inthe Import Products page browse the Products related data in CSV XLS format and then click the Submit button 4 Inthe Fields Mapping page map the CSV XLS column header with product related fields in Zoho CRM Click the Import button It will take a few seconds to complete the importation 6 Inthe Products Home page imported products are displayed under the Products List section You can continue the importation further or complete the operation mi Associating Products with Other Records Access Privilege Read permission 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 You can create a 360 degrees view of the product to display all the associated details such as products trouble tickets open activities history of the completed activities attachments and notes e Price Books To add different list prices to the product e Open Activities To add tasks and events to product e Closed Activities To display the closed tasks and events to product e Cases To add cases to the product e Solutions To add solutions to the product e Attachments To attach documents to the product e Notes To add notes to the product To associate Products with other
32. access the list of invoices D 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Searching Invoices Access Privilege Read permission You can search the Invoices alphabetically or filling the required information in Search box To search invoices 1 Click the Invoices tab 2 In the Invoices Home page under the Invoice Search section do one of the following o Specify the search criteria in Search box and click the Go button Or o Select one of the alphabetical search links 3 Inthe Invoices List page list of invoices are displayed as per search criteria Creating Invoices Access Privilege Read Write permission In Zoho CRM you can create invoices by entering data into invoice detail form ote Some of the standard fields listed below may not be visible editable depending on your organization business process and field level security settings In case your organization added modified fields please contact your System Administrator for more details about usage of the other fields In the Invoice Edit form you need to specify the invoice related information The following table provides descriptions of the various fields in the form List of Standard Invoice related Fields Field Name Data Type Subject Specify the name of the invoice This field is Text box alphanumeric mandatory 50 50 Sales Order Select the reference Sales order if any CustomerNo _ Peti
33. account with contacts persons within the company and the potentials business opportunities during pre sales After successful completion of the sales you can also provide customer support amp service through Zoho CRM Case Management The Accounts home page contains e Accounts List e Account Reports e Tools such as Import Export mass transfer and delete accounts e Quick Create pane e Search e Alphabetical Search e Custom Views e Change Owner e Delete e Page Navigation You can perform the following operations in the Accounts module e Navigate accounts e Search accounts Alphabetical or advanced options e Create list views e Create accounts Form filling quick create or duplicate options e Import accounts from external sources e Associate account with other records e Export accounts to spreadsheets e Change account owner individually or in bulk e Print account details e View reports e Delete accounts individually or in bulk e Customize accounts 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Navigating Accounts Access Privilege Read permissions You can navigate accounts according to the type of account To navigate accounts 1 Click the Accounts tab 2 Inthe Accounts Home page under the Account List section select one of the views from Select View drop down list to display the list of accounts according to the type of t
34. added modified fields please contact your System Administrator for more details about usage of the other fields List of Standard Lead related Fields In the Lead Edit form you need to specify the lead related information The following table provides descriptions of the various standard fields in the form Field Name Description Data Type Salutation Select the salutation from the drop down list Pick list Text box First Name Specify the first name of the lead Alphanumeric 40 2007 AdventNet Inc All rights reserved Last Name Company Designation Lead Source Industry Annual Revenue Lead Owner Phone Mobile Fax E mail Skype ID Web site Lead Status Rating No of Employees Street City State ZIP Code Country Description November ZOHO CRM USER MANUAL Specify the last name of the lead This field is a mandatory Specify the name of the company where the lead is working This field is a mandatory Specify the designation of the lead Select the source of the lead that is from where the lead is generated Select the industry to which the lead belongs Specify the annual revenue of the company where the lead is working Display the Zoho CRM user ID to whom the lead is assigned Specify the phone number of the lead Specify the mobile number of the lead Specify the fax number of the lead Specify the E mail address of the lead Specify the Skype ID of the lead Cur
35. and field level security settings In case your organization added modified fields please contact your System Administrator for more details about usage of the other fields In the Sales Order Edit form you need to specify the sales order related information The following table provides description of the various fields in the form List of Standard Sales Order related Fields Field Name Data Type Subject Specify the name of the sales order This Text box alphanumeric J field is mandatory 50 2007 AdventNet Inc All rights reserved Field Name Potential Name Customer No urchase Order uote Name Contact Name Due Date Carrier Pending tatus Sales Commission xcise Duty Account Name Assigned To roduct Details roduct uantity in Stock Quantity Unit Price November ZOHO CRM USER MANUAL 29 2007 Data Type Select the potential for which the sales order Select option has to be generated Specify the customer identification number Text box alphanumeric if any 50 Select the reference purchase order Select option Select the reference quote Select option Select the contact for which the sales order i generate ate Select the carrier s name that ships the products from your warehouse to customer Pick list site Text box alphanumeric ee ee Specify the status of the sales order Check box Specify the commission to the sales person Numero float upon closin
36. available in Zoho CRM an error message No matching contacts for lt Email Address gt is displayed When this error message is displayed first add the contact in the Zoho CRM before adding the E mail message In the Add Selected Message to Zoho CRM dialog the Contacts tab is displayed where the selected E mail details are displayed In the Contacts table click the View link to view the contact details in Zoho CRM Z note When you click the View link a default browser is displayed Here enter the Zoho CRM login details First time it will not display the appropriate contact details You have to click the View link again to view the selected contact details Sometimes you may not require archiving the complete E mail in Zoho CRM In this case you can modify the E mail message before adding it to the Zoho CRM Follow the steps given below to modify the E mail message 1 Select the E mail message to be modified from the Contacts table 2 Click the Edit Message tab 3 Modify the content in the Edit Message text area You can also attach the files related to the e mail message Click the Attachments tab and view the list of attached files You cannot attach files with more than 1 MB and delete any attachments Click the Add to Zoho CRM button to add the E mail message to the selected contact in Zoho CRM Once the E mail message is added to Zoho CRM the Successfully Added message is displayed Click the Close button to co
37. e Configure Sales Stage pick lists e Map Sales Stage Probability values Navigating Potentials Access Privilege Read permission You can navigate potentials available in the potentials list according to the status of the potentials To navigate potentials 1 Click the Potentials tab 2 Inthe Potentials Home page under the Potential List section select one of the views from the Select View drop down list to display the list of accounts according to the type of the account For example Prospect Investor Reseller and others 3 Inthe Potential List section click the Start Previous Next or End link to access the respective list of potentials Searching Potentials Access Privilege Read permission You can search the potentials alphabetically or filling the required information in Search box To search potentials 1 Click the Potentials tab 2 Inthe Potentials Home page under the Potential Search section do one of the following o Specify the search criteria in Search box and click the Go button Or o Select one of the alphabetical search links 3 Inthe Potential List page a list of potentials is displayed as per search criteria Creating Custom List Views 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Access Privilege Read Write permissions In the Potential List you can create modify delete the custom views sort columns in the list view ascending descen
38. e Price Book List e Tools such as Import Export mass transfer and delete vendors e Quick Create pane e Search e Alphabetical Search e Custom Views e Change Owner e Delete e Page Navigation Note While creating a potential you can select products only from a single Price Book You can perform the following operations in Price Books module e Navigate Price Books e Search Price Books Basic and alphabetical e Create new Price Books Form filling duplicate or import options e Associate products with Price Books e Print Price Books e Delete Price Books individually or in bulk e Customize Price Books Navigating Price Books You can navigate Price Books available in the Price books list view 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 To navigate Price Books 1 Click the Price Books tab 2 Inthe Price books Home page under the Price Books List section click the Start Previous Next or End link to access the list of Price Books Searching Price Books You can search the Price Books with basic details or alphabetically To search Price Books 1 Click the Price Books tab 2 Inthe Price books Home page under Search Top LHS corner section do one of the following o Enter the search criteria click the Go button Or o Select one of the alphabetical search links 3 Inthe Price books List page list of Price Books are displayed as per search criteria
39. hide all the tabs except Home tab Customize Tabs Unselected Tabs Selected Tabs Products vendors Price Books Sales Orders Purchase Orders Add Remove Tabs To change the tab order hae alt pa save Cancel Change Tab Order Click the Setup link In the Tab Settings section click the Customize Tabs link In the Customize Tabs page change the tabs order and show hide some of the tabs Click Save Tab order will be changed for all the users Home Leads Accounts Contacts Potentials Campaigns Reports Dashboards Forecasts Activities Cases Solutions Quotes Invoices Change Tab Order Changing Related Lists Access Privilege Customize ZohoCRM com permission In each module you can change the order of the related list views and show hide some of the related lists as per your requirement 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Customize Account Details Unselected List Selected List Sales Orders Attachments Potentials Contacts Notes Open Activities Closed Activities Add Remove List Products Quotes Change List Order save Cancel Change Related List Order To customize the related lists Click the Setup link 2 Inthe Setup Home page click the lt Module gt Settings link The module can be Lead Account Contact and others 3 Inthe lt Module gt Setting
40. hide the related list views according to your Sales management process requirements For more details refer to Customizing Zoho CRM Setting up Big Deal Alert You can use the Big deal Alert function to notify your management Colleagues if there is a chance of winning a big deal which you wish to share the good news with them Sometimes executive board members may be interested to know all the Big deal information well in advance You can send the Big deal alert as an e mail notification to all the Zoho CRM users selected users and colleagues not registered as Zoho CRM users To configure big deal alert 1 Click the Setup link 2 Inthe Setup Home page under Potentials Settings section click the Big Deal Alert link 3 Inthe Workflow Rule page do the following 4 o Inthe Rule Edit section the Big Alert rule details are displayed The default criteria is Amount gt 1000 and the probability 100 You can change the Amount and Probability by editing the existing criteria o Inthe Related Alerts section the Alert details are displayed The default alert is Select the Big Deal E mail template and send to all the users in Zoho CRM You can change the Alert details by editing the existing alert o Inthe Related Tasks section you can add tasks for the Big deal Alert rule For more details refer to Chapter 25 Managing Workflow Configuring Sales Stage Pick list You can modify the default stage for new and converted leads
41. in bulk e Export Products e Print products details e View Reports e Delete products individually or in bulk e Customize products 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Navigating Products Access Privilege Read permission You can navigate products available in the Products List To navigate products 1 Click the Products tab 2 Inthe Products Home page under the Products List section click the Start Previous Next or End link to access the list of products Searching Products Access Privilege Read permission You can search the sales orders alphabetically or filling the required information in Search box To search products 1 Click the Products tab 2 Inthe Products Search section do one of the following 3 o Specify the search criteria in Search box and click the Go button Or o Select one of the alphabetical search links 3 Inthe Products List page list of products are displayed as per search criteria Creating List Views Access Privilege Read Write permission In the Product List you can create modify delete the custom views sort columns in the list view ascending descending order search the records available in the current list view In addition you can modify some of the columns in standard list views By default the following standard list views are available in the Products module e All Products e My Products e Active P
42. note User created list views are displayed under User Created Views category in View drop down list To create custom views Click the Accounts tab In the Accounts Home page under Account List section click the Create View link Note Under Account List section some of the standard list views are displayed You can only rearrange the order of columns and more columns 3 Inthe Create New View page do the following o Inthe View Information section specify name of the custom view in the View Name mandatory field The custom view name appears in the View drop down list You can also set the custom view as a default list view by selecting the Set as Default View check box o Inthe Specify Criteria section specify the filter criteria For more details refer to the Specifying List View Criteria section o Inthe Choose Columns section select the columns to be displayed in the List View For more details refer to the Selecting List View Columns section o Inthe Accessibility Details section select the users to whom custom list view has to be enabled For more details refer to the Enabling View Access section 4 Click Save The custom list view is displayed in the View drop down list Se Creating Accounts Access Privilege Read Write permissions In Zoho CRM you can create accounts by e Entering data in account details form e Duplicating the account with a few changes from the existing account details e Using the New Ac
43. of the selected products Alphanumeric Specify the terms and conditions that are Text arca 32 KB associated with quote Specify any other details about quote Text area 32 KB 1 Click the New Quote link WX 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 2 Inthe Quote page specify the quote details Note Quote Name Account Name Billing Address Shipping Address and Product Details are mandatory field Refer to the List of Standard Quote related Fields section for more details 3 Click Save to save the quote details Associating Quotes with Other Records You can create a 360 degrees view of the quote to display all the associated details such as sales orders open activities and history of the completed activities e Sales Orders To display sales orders associated with quotes e Open Activities To add tasks and events related to quotes e Closed Activities To display the completed activities To associate quotes with other records 1 Click the Quotes tab 2 Inthe Quotes Home page under the Quote List section select the required quote 3 Inthe Quote lt Quote Name gt page do the following o Edit the Quote details o Display the sales orders associated with quote o Create activities such as tasks and events See chapter lt No gt Managing Activities section for more details o Display the completed activities 4 Youcan close the Quote page once all the r
44. order details using browser s Print function To print sales order details 1 Click the Sales Orders tab 2 Inthe Sales Orders Home page under the Sales Orders List section select the required sales order 3 Inthe Sales Order lt Sales Order Name gt page click the Printable View button 4 Inthe Sales Order lt Sales Order Name gt page click the Print Page button to print the document Viewing Reports Access Privilege Read Write permission You can directly access some of the standard reports pertaining to sales orders from the Sales Orders Reports section By default the following reports are displayed under Sales Orders module e Sales Orders by Accounts e Sales Orders by Status To view sales order report 1 Click the Sales Orders tab 2 Inthe Sales Orders Home page under the Sales Orders Reports section click the required report link 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 3 The report is displayed in Reports page which can be further customized as per your requirements For more details about reports customization refer to Chapter 19 Working with Reports Deleting Sales Orders Access Privilege Read Write Delete permission Rarely you may need to remove the unnecessary sales orders which are not tracked further This will help you manage your sales orders in a better way You can delete sales orders either individually or in bulk war
45. privileges 2 Click on the Setup gt Admin Settings gt Company Details link 3 Inthe Company Details page change the default Zoho CRM logo with your company logo 4 Click Save Now your company logo will be displayed on LHS corner of your CRM service Important Note e Fora better visibility of the user interface use 188 x 80 pixels size image e The file format should be jpeg jpg png or gif 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 One Step CRM Data Export No Data Lockup Export your CRM Data at anytime Zoho CRM provides data export multiple CSV files for modules functionality for all the CRM modules free of cost After exporting the data you can perform further analysis or back up in your own servers gt specity mouie 1 Select CRM Module Select Module Export All Leads v Do you want to open ar save this file Export All Users fr Name Leads_1191769011305 csv a Typa Microsoft Office Excel Comma Separated Values File From crm zoho com While files from the intemet can be useful some files can potentially ham yout Computer II you do not tnat the source do nol operi oF save this Fle What s the risk Save CSV File Requesting CRM Data Export Available for all editions Price USD 10 per request You can use the One step CRM data Export utility to export your complete CRM data in a single step Your data export request wi
46. report columns e Group the columns e Select the arithmetic functions e Specify the advanced sorting filters e Save the report in folder Step 1 To select module and the cross functional modules 1 Click the Reports tab 2 Inthe Reports home page click the Create New Report button 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL 3 Inthe Create Report page do the following 1 Select the primary module from the Modules drop down list 2 Select the cross functional modules from the Related Modules list box 4 Click the Continue button Create Report Select a Module for which a new Report has to be created Leads v Amm Primary Module Select Related Modules Secondary Module Cancel Select Modules Step 2 To select the report type 1 Inthe Create Report page under the Report Type tab select one of the following report options o Tabular Report o Summary Report o Matrix Report 2 Once you have selected the type of report click the Columns tab 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Report Type Columns Columns to Total Criteria Tabular Report Selected Summary Report Matrix Report Summary reports allow you to view your data along with subtotals groupings and other summary information Matrix reports allow you to view data summarized in grid against both horizon
47. solutions Owners individually or in bulk e Delete solutions individually or in bulk e Customize Solutions Navigating Solution Access Privilege Read permission 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 You can navigate cases available in the Solution List To navigate solutions 1 Click the Solution tab 2 Inthe Solution Home page go to the Solution List section and select one of the views from Select View drop down list to display the list of Solution according to the priority of the Case For example Low Medium High and others 3 Inthe Solution List section click the Start Previous Next or End link to access the respective list of solutions Searching Solution Access Privilege Read permission You can search the solutions alphabetically or filling the required information in Search box To search solutions 1 Click the Solution tab 2 Inthe Solution Home page under Solution Search section do one of the following 3 o Specify the search criteria in Search box and click the Go button Or o Select one of the alphabetical search links 3 Inthe Solution List page a list of solutions is displayed as per search criteria Creating List Views Access Privilege Read Write permission In the Solution List you can create modify delete the custom views sort columns in the list view ascending descending order search the records availa
48. the New Product link 2 Inthe Product page specify the product details Note Product Name is a mandatory field Refer to the List of Standard Product related Fields section for more details 3 Click Save Importing Products Access Privilege Data Import permission 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Importing product details from external source to the CRM system is one of the most important activities while migrating data from legacy systems to Zoho CRM You can import products if you are authorized to perform this operation Otherwise Import Products button in Products Home page will be hidden in your user interface By default product ownership is held up with the users who import the products You can change the product ownership while importing by adding a product owner column in import CSV XLS file and map to the Assigned To field This will automatically assign products to particular users Use the exact Zoho CRM users names while creating the product import file otherwise product details are not created in Zoho CRM V rips Before importing products into Zoho CRM you must have the products details in a CSV XLS file You must have privilege to import the products in Zoho CRM Before importing the products into Zoho CRM close the CSV XLS file and the Spreadsheet program Remove apostrophe any place in the CSV file For example ABC s You can import
49. the dashboards in Leads module By default the following reports are displayed under Leads module e Leads By Source e Leads By Status e Today s Leads e Leads by Ownership e Converted Leads e Leads by Industry To view Lead report 1 Click the Leads tab 2 Inthe Leads Home page go to the Lead Reports section 3 Click the required Report link The Report is displayed in Reports page which can be further customized as per your requirements Printing Lead Details Access Privilege Read permission You can view the lead details in printable form and print them using browser s Print function To print lead details 1 Click the Leads tab 2 Inthe Leads Home page go to the Lead List section and select the required lead 3 Inthe Lead lt Lead Name gt page click the Printable View link 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 4 Inthe Lead lt Lead Name gt page click the Print Page button You can print the document using the Web browser print function Deleting Leads Access Privilege Read Write Delete permissions Occasionally you may need to remove some of the unnecessary leads from the Zoho CRM system for a better user experience You may consider removing leads that are not useful for future reference A Warning The deleted leads are temporarily stored in Recycle Bin If required you can restore the deleted leads again However if you delete leads from
50. the deleted values Hence you are strongly recommended to first change the values in records to another value and then delete modify the pick lists Customizing Page Layout Access Privilege Customize ZohoCRM com permission Page customization is one of the most important administrator functions that should be completed before rolling out the CRM system for your organization You can use the Drag amp Drop customization to perform the following operations e Show hide fields in pages By default all the standard fields are displayed in each module page layout You can hide some of the standard fields add new custom fields to the pages and move fields from one section to other section e Add Modify sections in pages by default some of the sections are available in each module You can add modify or delete the sections e Change field navigation You can use the tab key to navigate the fields while entering the field details In each section the tab navigation order can be configured either to Left gt Right or Top gt bottom e Change field properties You can change the fields to mandatory or optional read only However you cannot change the property of the standard mandatory fields For example Company name in Leads module is a mandatory field You cannot change the Company field to read only 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Selected Field List A
51. to change the owner of the products permanently Ni Note Products ownership will be changed to another user irrespective of its existing owner Use this operation carefully otherwise products belonging to different users will be changed to new user To overcome this problem first you may search the products with a required owner name then change the owner in bulk Exporting Products Access Privilege Data Export permissions Occasionally it is very useful to export the products from Zoho CRM to a spreadsheet programs for further data analysis To export products to external sources 1 Click the Products tab 2 Inthe Products Home page under the Product Tools section click the Export All Products button 3 Inthe File Download pop up dialog click Save to save the Products files in CSV file format Printing Product Details Access Privilege Read permission You can view a printable form and print the product details using browser s Print function To print product details 1 Click the Products tab 2 Inthe Products Home page go to the Products List section and select the required product 3 Inthe Product lt Product Name gt page click the Printable View link 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 4 Inthe Product lt Product Name gt page click the Print Page button to print the document Viewing Reports Access Privilege Read permission
52. to print the document Deleting Vendors Access Privilege Read Write Delete permissions Rarely you may need to remove the unnecessary vendors which are not tracked further This will help you manage your vendors in a better way You can delete vendors either individually or in bulk 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 A warning The deleted vendors are temporarily stored in Recycle Bin If required you can restore the deleted vendors again However if you delete vendor from Recycle Bin you cannot restore again To delete vendors individually Click the Vendors tab In the Vendors Home page select the vendor to be deleted In the Vendor lt Vendor Name gt page click Delete In the Confirmation dialog click OK to delete the vendor permanently a a aa To delete vendors in bulk 1 Click the Vendors tab 2 Inthe Vendors Home page go to the Vendors List section and select the vendors to be deleted using the Select check box 3 Click the Delete button 4 Inthe Confirmation dialog click OK to delete the selected vendors permanently Customizing Vendors Access Privilege Customize ZohoCRM com permission Customization of the vendors module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying vendors page layout and show hide the related list views according to your Purchase management p
53. user in account creation form select the user name from Assigned To field In addition the account status 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 is marked with a default account status as per your organization s sales process To create accounts individually 1 Click the New Account link In the Account page specify the account details Note Account Name is a mandatory field Refer to the List of Standard Account related Fields section for more details 3 Click Save Account details are displayed in Account lt Account Name gt page where you can perform the additional operations Refer to Associating Accounts with Other Records section for more details To create accounts instantly 1 Click the Accounts tab In left hand side under the New Account section enter the mandatory details such as Company name 3 Click Save Account details are displayed in Account lt Account Name gt page where you can update additional details or perform the additional operations To create duplicate accounts Click the Accounts tab In Account List view page select the account to be duplicated In Account lt Account Name gt page click the Duplicate button In Edit lt Account Name gt page modify some of the account details Click Save Account details are displayed in Account lt Account Name gt page where you can perform the additional operations ene E Importi
54. value Z29w Y WxzQGFkdmVudG51dC5jb20 gt lt input type hidden name xmPqMMnsd value dGVzdGI10 gt lt input type hidden name actionType value Q2FzZXM gt lt input type hidden name returnURL value http www zohocrm com gt lt End Do not edit the section gt Otherwise cases submitted through Website will not be captured in Cases module due to authentication failure Managing Email bases Cases With the rapid growth of Internet and related technologies Email has emerged as one of the most important media for the customer support Email based case management helps Zoho CRM customers is easy to use and track all the customer specific cases in a consolidated Frequently Asked Questions 1 What are all the various sources of cases Ans In Zoho CRM cases can be generated from different customer touch points such as phone e mail and website You can create a case based on telephonic conversation with your customer add the customer specific e mail message as case from Microsoft Outlook Mail client using Outlook Edition or capture from the Website using Web to Case form 2 Is it possible to send replies to the customer queries from the Cases module Ans You cannot send replies to the customers from Cases module 3 have published Web to Case form for my organization However my cases submitted by my Website visitors are not captured in Cases module Why it is happening 2007 AdventNet Inc
55. which the event is associated Venue Specify the location of the event Select the contact or lead name with which the event anai eee A 0 Contact Lead need to be associated P Send Notification Select the check box to send a notification about the E mail event to the Zoho CRM user to whom the event is Check box assigned Invitees Specify email ID of the event participants Repeat Event fees this option to repeat the same event in future Lo Options Daily Weekly Monthly and Yearly oe this option to send reminder before start of the event 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name Data Type Description Specify additional details about the event Text Area 32 Kb To create events from Activities 1 In Zoho CRM Home page click the New Task link Alternatively click the Task button from records such as leads accounts contacts potentials and trouble tickets 2 Inthe Task page specify the task related information Refer to the List of Standard event related Fields section for more details about mandatory fields 3 Click Save Task details are displayed in Activities page under Activity List section To create events from Calendar 1 Click the Calendar 2 Inthe Calendar page by default Day View is displayed Click the time for example 08 00 hrs at which you have to set up a event 3 Inthe pop up dialog select the event option type the subje
56. 007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 o Inthe View Information section specify name of the custom view in the View Name mandatory field The custom view name appears in the View drop down list You can also set the custom view as a default list view by selecting the Set as Default View check box o Inthe Specify Criteria section specify the filter criteria For more details refer to the Specifying List View Criteria section o Inthe Choose Columns section select the columns to be displayed in the List View For more details refer to the Selecting List View Columns section o Inthe Accessibility Details section select the users to whom custom list view has to be enabled For more details refer to the Enabling View Access section 4 Click Save The custom list view is displayed in the View drop down list Creating Forecasts Access Privilege Read Write permission In Zoho CRM you can create forecasts for a financial year and for each quarter by entering data manually in forecast details If you have already created forecast for a specific quarter you cannot create forecast for the same quarter For example first you have created a forecast for the Quarter 1 in Year 2006 and then you cannot create a new forecast in the same quarter You can only modify the existing quarter details Znote You cannot customize the fields in forecast module List of Standard Forecast relat
57. 188 x 80 px To set up company information 1 Click the Setup link 2 Inthe Setup page under the Admin Settings section click the Company Details link 3 Inthe Company Details page specify the company details Refer to Company Information table for more details 4 Click Save Note Currently multiple currency is not supported You can configure only a single currency Frequently Asked Questions 1 How many users I can add in Zoho CRM system Ans You can add the first three users free of cost From fourth user onwards subscribe to service at 12 per user per month For more details refer to Managing Subscriptions 2 have lost both my password and user ID how to retrieve my login information Ans If you are a standard user contact your Zoho CRM System Administrator for resetting the password If you are administrator please contact support zohocrm com for resetting your password 3 How to set my language time zone date time formats 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL Ans You can change the organization wide language time zone from the Company Details page where as date time format from the Account Information page 6 How to change my fiscal currency By default the currency is set as US Dollar You can change the currency as per your organization s fiscal currency To change the currency select the Currency Locale from the Company Deta
58. 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL You can navigate purchase orders available in the Purchase Orders List To navigate purchase orders 1 Click the Purchase Orders tab 2 Inthe Purchase Orders Home page under the Purchase Orders List section click the Start Previous Next or End link to access the list of purchase orders Searching Purchase Orders Access Privilege Read permission You can search the purchase orders alphabetically or filling the required information in Search box To search purchase orders 1 Click the Purchase Orders tab 2 Inthe Purchase Order Search section do one of the following o Specify the search criteria in Search box and click the Go button Or o Select one of the alphabetical search links 3 Inthe Purchase Orders List page list of purchase orders are displayed as per search criteria Creating Purchase Orders Access Privilege Read Write permission In Zoho CRM you can store purchase order details by entering data into the purchase order form note Some of the standard fields listed below may not be visible editable depending on your organization business process and field level security settings In case your organization added modified fields please contact your System Administrator for more details about usage of the other fields In the Purchase Order Edit form you need to specify the purchase order related information The fol
59. 7 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 System Administration As part of the Zoho CRM system administration users with Administrator privilege can perform the following operations e Manage users e Manage roles e Set up company details e Import CRM data from other Applications e Export Zoho CRM data e Customize Zoho CRM e Manage Workflow e Manage Email Templates e Manage Subscriptions Note Ensure that you are logged into Zoho CRM system as a System Administrator otherwise you cannot access the administrator specific functions Managing Users You can perform the following operations in the Users module e Create users e Create power users e Reset users password e Activate Inactivate users Creating Users In the User lt User Name gt form you need to specify the user related information The following table provides descriptions of the various standard fields in the form List of User related Fields Field Name Description Data Type First Name Specify the first name of the user Text box Last Name Specify the last name of the user This field is a hax mandatory field 2007 AdventNet Inc All rights reserved Field Name Alias Zoho CRM ID Active Role Email Website Phone Mobile Fax Date of Birth Street City State Zip Country Language Country Locale Time Zone Secret Question Answer To c
60. Accounts 55 Merging Duplicate Accounts 55 Changing Account Owner 56 Printing Account Details 57 Viewing Reports 57 Deleting Accounts 57 Customizing Accounts 58 Working with Contacts 59 Introduction 59 Navigating Contacts 60 Searching Contacts 60 Creating List Views 60 Creating Contacts 62 Importing Contacts 64 Associating Contact with other Records 65 Sending Emails to Contacts 66 Exporting Contacts 67 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Changing Contact Owner 67 Printing Contact Details 68 Viewing Reports 68 Deleting Contacts 69 Customizing Contacts 69 Working with Opportunities 70 Navigating Potentials 71 Searching Potentials 71 Creating Custom List Views 71 Creating Potentials 73 Importing Potentials 75 Associating Potential with Other Records 76 Associating Competitors with Potential 76 Adding Contact Roles to Contacts 77 Customizing Contact Roles 77 Changing Potential Owner 78 Exporting Potentials 79 Printing Potential Details 79 Viewing Reports 79 Deleting Potentials 80 Customizing Potentials Module 81 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Setting up Big Deal Alert 81 Configuring Sales Stage Pick list 81 Mapping Stage and Probability Values 82 Working with Forecasts 84 Navigating Forecasts 84 Searching Forecasts 84 Creating List Views 85 Creating Forecasts 86 Associating Forecasts with Other Records 87
61. Code Country City State Postal Code Country the invoice for your order alphanumeric 250 City alphanumeric 30 State alphanumeric 30 Postal Code alphanumeric 30 Country alphanumeric 30 Specify the shipping address of your company to deliver the service product Select one of the following options Payment on Wire To transfer the amount through wire Payment by Credit Card To pay the Radio button amount immediately using your Credit card Payment by Cheque To send a cheque for the amount billed for the subscription To order more users 1 Click the Setup link 2 Inthe Setup page under the Subscription Manager section click the Order Users link 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL 3 Inthe Order More Users page specify all the mandatory fields Refer to the List of Standard Invoice related Fields section for more details 4 Click Send Mail button to process your order Immediately after submitting your order the Zoho CRM Accounting representative will contact you within 24 hr Order More Users Details you fill up here will be sent to Zoho CRM Account manager through mail and you will contacted immediately regarding the order you subscribe f Required Field s Required Information No of Additional Users 10 Email gopals adventnet com First Name Last Name gops Phone Eg 1 868 900 9646 Add
62. Delete and Mass Transfer e Alphabetical Search e Custom Views You can perform the following operations in Leads module e Navigate leads e Search leads Alphabetical or Advanced search options Manage custom views 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e Create leads form filling quick create or duplicate options e Import leads from external sources e Associate lead with other records e Send mass e mail to the leads e Merge duplicate leads e Export leads to spreadsheet programs e Convert lead to other sales records account contact and potential e Map lead conversion fields e Change lead status individually or in bulk e Change lead owner individually or in bulk e View Reports amp Dashboards e Print lead details e Delete leads individually or in bulk e Customize leads e Setup Lead Assignment Rules e Capture Leads from Web site e Approve Web to Leads Navigating Leads Access Privilege Read access You can navigate the leads according to the status of the leads To navigate leads 1 Click the Leads tab 2 Inthe Leads Home page under the Lead List section select one of the views from Select View drop down list to display the list of leads according to the status of the leads For example Contacted Hot Won and others 3 Inthe Lead List section click the Start Previous Next or End links to access the respecti
63. Fields Name Specify your company name ext box Display the person first registered with the Zoho CRM service Alias Specify the alias name of the primary contact ext box No of Primary Contact ext box Employees Specify the number of employees in your company Integer Role Select the user role for example administrator Pick list standard user and others Email Specify the official E mail ID of the user This is a Email andatory field Phone Specify the official phone number of your company ext box Mobile Specify the mobile number of your company ext box Fax Specify the FAX number of your company ext box Field Name Description Data Type 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Field Name Description Data Type Website URL Specify your company Website URL URL Street Specify the primary address of your company Text box City Specify the city in which your company is located Text box State Specify the state in which your company is located Text box Postal Code Specify the postal code of your company address Text box Country Specify the name of the country in which your Tebo company head quarters is located Cireney Locale Select your country name to display the appropriate Pick list currency Upload your company logo which can be used as Company Logo header in your quotes orders and invoices similar to Browse Image letterhead Maximum allowed size
64. HO CRM USER MANUAL 29 2007 A Warning Deleting notes is a destructive operation hence use this option judiciously To delete notes 1 Inthe Note lt Note Name gt page click Delete 2 Inthe Confirmation dialog click OK to delete the note permanently 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Setting up Personal Information Users with any role can perform the following operations in the Zoho CRM system e Modify personal information e Change password e Change date format e Change skins Modifying Personal Information While creating a user in the Zoho CRM system your system administrator add some of the mandatory details You can change your personal information such as login information contact information language date format time zone and password protection settings In the User lt User Name gt form you need to specify the user related information The following table provides descriptions of the various standard fields in the form List of User related Fields Field Name Data Type irst Name Specify the first name of the user Last Naine Specify the last name of the user This field is a Text box mandatory field ist Alias Specify the other name ofthe user Zoho CRM ID Specify the login name of the Zoho CRM user This is Pick list a mandatory field xt b Specify the status of the user By default the status is active If required the System
65. HO CRM USER MANUAL 29 2007 All Users are allowed to view this Template Folder Select if you would like to enable the folder access for all the users Show this Template Folder only to me Select if you would like to enable the folder access only to you Allow the following users to view this Template Folder Select the users or user roles that can access the folder 4 Click the Save The new folder is created where you can add reports Note All the report folders are publicly visible but the reports within the folder can be made private Scheduling Reports You can send reports to your colleagues and management non Zoho CRM users also periodically within your organization at a scheduled time 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 New Report Schedule Required Field s Scheduler Configuration Schedule Name From gopals adventnet com Eg john yahoo com Select Report Pipeline by Stage vi _ Active Type of Report Start Date amp Time 03 06 2006 E temda yyyy gs 12 00 fhhimm Report Schedule Time Repeat Weekly v Schedule duration Recipient Details Select Users Available Recipients Selected Recipients Users gopals gopals Roles Administrator Standard User j j t Specify e mail Ids separated by comma E g Jonn yahoo c
66. Honea CRM Zoho CRM User Manual ZOHO CRM USER MANUAL November 29 2007 Table of Contents Getting Started 15 Target Audience 15 Zoho CRM Modules 17 Campaign Management 18 Navigating Campaigns 18 Searching Campaigns 19 Creating List Views 19 Creating Campaigns 20 Associating Campaigns with Other Records 22 Exporting Campaigns 23 Changing Campaign Owner 23 Printing Campaign Details 24 Viewing Reports 24 Deleting Campaigns 25 Customizing Campaigns 25 Working with Leads 27 Introduction 27 Navigating Leads 29 Searching Leads 29 Creating Custom List Views 30 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Creating Leads 31 Importing Leads 34 Merging Duplicate Leads 35 Associating Leads with Other Records 35 Sending Email to Leads 36 Exporting Leads 37 Converting Leads to Other Sales Records 37 Mapping Custom Fields 39 Changing Lead Status 39 Changing Lead Owner 40 Viewing Reports 41 Printing Lead Details 41 Deleting Leads 42 Customizing Leads 42 Setting up Lead Assignment Rules 43 Capturing Leads from Web site Web to Lead Form 45 Approving Leads Captured through Website 47 Working with Accounts 48 Introduction 48 Navigating Accounts 49 Searching Accounts 49 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Creating List Views 49 Creating Accounts 50 Importing Accounts 53 Associating Account with Other Records 54 Exporting
67. I am unable to see some of the fields in Reports Ans You may not be able to see some of the fields in reports if your administrator has disabled those fields You can views fields that are displayed in your page layout You can see the following set of data Data to which you have the access Read Write that includes records owned by you and shared by other users to you 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Dashboards Dashboards are a pictorial representation of your custom report data which gives a real time snapshot of your organization s key metrics Using dashboards you can easily visualize comparisons patterns and trends in sales marketing support and inventory related data For example you can visualize at a glance the products that are selling fast over a period compare the current quarter sales with previous quarter sales or compare the actual sales to the projected sales In Zoho CRM dashboard comprises of different types of two dimensional and three dimensional charts components These charts are built over the Macromedia Flash technology which displays the data dynamically The charts are bar pie line or funnel The unique feature in the Zoho CRM system is Funnel chart which can be used to visualize the sales pipeline at various stages intuitively Note Please ensure that your Web browser supports Macromedia Flash In case the Macromedia Fl
68. L page contains only the web form objects and minimal HTML tags Customize the web page according to your Website layout requirements ae ee a p99 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 8 Publish the Web to Case form in your Website Your Web site visitors can submit cases feedback which will be routed to Cases module All the cases captured through web form are assigned to the Owner selected in Web to Case settings page To configure Web to Case settings In the Capturing Cases from Website page click the Web to Case link In the Web to Case Settings page do the following Enable Web to Case Select the check box the enable the Web to Case form Return URL Specify the URL of the page to be displayed after visitor submits the case For example Thanks page for submitting the information 5 Default Case Owner Creator Specify the Zoho CRM user to whom the case has to be assigned 6 Web to Contacts Enable this option to create contact upon submitting the case Contact Name and Email are mandatory fields which are added to Web to Case form 7 Default Response Template Select the automate e mail response template which is used for sending an e mail to the person submits the case 8 Click Save Again Capturing Cases from your Web Site page is displayed Next go to Next Step P Ua To add custom case fields in Web to Case form In the Capturing Cases from Web
69. Login ID zohocrm zohecrm com Your Email v g o k a Lraj gmail com Phone h 88 900 9644 Reason For further data antysis How to Order Data Export 1 Log into your Zoho CRM account with Administrator privilege 2 Click on the Setup gt Data Administration Tools gt Export All Data link 3 Inthe Data Export Requisition page your Name Login ID and your Email ID are displayed non editable based on your Personal Information settings Please enter No of Export Requests Contact Number and Reason for data export for verification purpose Click on the Submit button Zoho CRM Representative will contact you within 8 hours and send you data export procedure email 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Zoho CRM Printing Mailing Labels Zoho CRM helps you to Print Mailing Labels on the fly based on your customer data Mailing labels are commonly used on letters and packages to identify the addressee and the sender information These labels are used for various business purposes such as sending monthly billing statement to your customers sending Greeting Cards during Christmas amp New Year or a direct mailer campaign about newly launched customer referral program In all these scenarios you have to either manually type mailing addresses on a plain paper or use a different software to fetch addresses from your customer database insert addresses in a word processo
70. M to Spreadsheet programs such as Microsoft Excel OpenOffice and others for further data analysis To export cases to external sources 1 Click the Cases tab 2 Inthe Cases Home page under the Case Tools section click the Export All Cases button 3 Inthe File Download pop up dialog Click Save to save the cases details in CSV XLS file format Changing Case Owner Access Privilege Read Write permission You can change the owner of an individual case or a group of cases to other users To change owner of cases individually 1 Click the Cases tab 2 Inthe Cases Home page select the case 3 Inthe Case lt Case Name gt page click the Edit button 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 4 Inthe Case lt Case Name gt page change the case owner from the Case Owner lookup field 5 Click Save to update the case owner To change owner of cases in bulk Click the Cases tab In the Cases Home page go to the Case List section and select the check boxes corresponding to the cases You can also select all the cases 3 Click the Change Owner button 4 Inthe Cases Change Owner page select the user from the Select New Owner pick list and click the Update Owner button to change the owner of the cases permanently No Note Cases ownership will be changed to another user irrespective of its existing owner Use this operation carefully otherwise cases belonging to
71. Net Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Renaming Tabs Access Privilege Customize ZohoCRM com permission The aim of the any CRM system is to acquire customers with less expenditure reduce the churn rate retain customers and sell more products services in future The fundamental philosophy is approximately same across the industries but the terminology used in defining sales marketing and support processes may vary slightly The Zoho CRM system provides an option to change the standard tab names according to your industry terminology For example if you are planning to use the Zoho CRM for a Real Estate business you may change the Account tab to Tenant where for an Educational Institution may rename as Parents and so on After changing the tab name the changes are reflected in all the standard pages in user interface except custom reports and dashboards Before changing the tab name feng en yewur onsets Pete Canea Rena oara Farce Me After changing the tab name rm Co 4ccounts Contacts Potentials Campaigns Reports Dashboards Forec a Rename Tabs To rename tabs Click the Setup link In the Setup Home page click the Tab Settings link In the Tab Settings page click the Rename Tabs link In the Rename Tabs page click the Edit link for the tab name to be changed In the Change Tab Name page specify the new name in the New Tab Name field Click Save The t
72. R MANUAL 29 2007 Occasionally you may need to remove some of the unnecessary solutions from the Zoho CRM system for a better user experience You may consider removing solutions that are not useful for future reference Note The deleted solutions are temporarily stored in Recycle Bin If required you can restore the deleted again However if you delete solutions from Recycle Bin you cannot restore again To delete solutions individually Click the Solutions tab In the Solutions Home page select the Solution In the Solution lt Solution Name gt page click the Delete button In the Confirmation dialog click OK to remove the Solution permanently head pee a To delete solutions in bulk Click the Solutions tab In the Solutions Home page go to the Solution List section and select the check boxes corresponding to the solutions to be removed 3 Click the Delete button 4 Inthe Confirmation dialog click OK to remove the selected solutions permanently aE Customizing Solutions Access Privilege Customize ZohoCRM com permission Customization of the solutions module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying solutions page layout and show hide the related list views according to your Customer Support management process requirements 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Worki
73. RM USER MANUAL 29 2007 To associate lead with other records 1 Inthe Lead lt Lead Name gt page you can update the following details 2 Open Activities To add tasks and events meetings and calls Closed Activities To archive the closed activities Products To add products to the lead Attachments amp Notes To attach documents and notes to the lead Mails To archive the sent email messages as part of the mass mailing Notes To add notes to the lead oo 0 0 0 0 2 After updating the associated records you can work with the next record Sending Email to Leads Access Privilege Write permission You can send bulk Emails to the selected leads from the Leads module Before sending E mail ensure that the lead contains a valid Email address otherwise Email will not be sent to the corresponding lead To send Emails to individual leads Click the Leads tab In the Leads Home page under the Lead List View section select the lead In the Lead Details page go to Mails related list view and click the Send Mail button In the Compose Mail page enter the email message attach files add additional email IDs in CC amp BCC fields and finally click the Send button An Email will be sent to the recipients and copy of the mail is stored under Mails related list view aS To send E mails to a group of leads 1 Click the Leads tab 2 Inthe Leads Home page under the Lead Tool section click the Mass E mail Lead link 3
74. Records Click the Products tab Inthe Products Home page under the Product List section select the required product 3 Inthe Product lt Product Name gt page do the following o Edit the Product details o Create activities such as tasks and events o Attach documents and notes aS 4 Youcan close the Product page once all the required information is updated for the product Changing Product Owner Access Privilege Read Write permissions It may be very useful to change the owner of some of the products when there are changes in your organization structure You can change the owner of a single product or multiple products To change owner of products individually Click the Products tab In the Products Home page select the product In the Product lt Product Name gt page click the Edit button In the Product lt Product Name gt page change the product owner from the Product Owner lookup field 5 Click Save to update the product owner a a To change owner of products in bulk 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Click the Products tab Inthe Products Home page go to the Product List section and select the check boxes corresponding to the products You can also select all the products 3 Click the Change Owner button 4 Inthe Products Change Owner page select the user from the Select New Owner pick list and click the Update Owner button
75. Recycle Bin you cannot restore again To delete leads individually 1 Click the Leads tab 2 Inthe Leads Home page select the lead 3 Inthe Lead lt Lead Name gt page click the Delete button 4 Inthe Confirmation dialog click OK to remove the lead permanently To delete leads in bulk 1 Click the Leads tab 2 Inthe Leads Home page go to the Lead List section and select the check boxes corresponding to the leads to be removed 3 Click the Delete button 4 Inthe Confirmation dialog click OK to remove the selected leads permanently Customizing Leads Access Privilege System Administration Customization of the Leads module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying lead page layout and show hide the related list views according to your Lead management process requirements 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Setting up Lead Assignment Rules Access Privilege Manage Lead Assignment Permission You can setup lead assignment rules based on your organization wide lead distribution based on sales territories process so that leads generated through import tool are automatically assigned to the respective sales team members Lead Assignment Workflow e Create lead assignment rule e Associate rule entries to the assignment rule which contains matching criteria selecting user and addin
76. You can delete cases either individually or in bulk Note The deleted cases are temporarily stored in Recycle Bin If required you can restore the deleted cases again However if you delete cases from Recycle Bin you cannot restore again To delete cases individually Click the Cases tab In the Cases Home page select the Case to be deleted In the Case lt Case Name gt page click Delete In the Confirmation dialog click OK to delete the case permanently ae al aa To delete cases in bulk 1 Click the Cases tab 2 Inthe Cases Home page under the cases List section select the cases to be deleted using the Select check box first column 3 Click the Mass Delete button 4 Inthe Confirmation dialog click OK to delete the selected cases permanently Customizing Cases Access Privilege Customize ZohoCRM com permission 98 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Customization of the cases module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying case page layout and show hide the related list views according to your Case management process requirements Capturing Cases from Website Web to Case form Access Privilege Customize ZohoCRM com permission Using Web to Case form your organization can allow Website visitors submitting cases directly to the Cases module All the cases captur
77. a in Search box and click the Go button You can also use the alphabetical search links 3 In the Activity List page a list of activities is displayed as per your search criteria Creating Tasks 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Tasks are displayed under the Zoho CRM user s Home page Activities page and some of the related modules such as Leads Accounts Contacts etc List of Standard Task related Fields In the Task Edit form you need to specify the task related information The following table provides descriptions of the various fields in the form Field Name Data Type Specify the subject of the task This is a mandatory Text box alphanumeric field Specify the due date of the task Date yyyy mm dd Select the priority of the task Pick list Select the user to whom the task is assigned This is 44 f Picklist a mandatory field Select the status of the task Pick list Select the modules other than contact and lead name Pick list with which the task is associated Select the contact or lead name with which the task Pick list is associated Select the check box to send a notification about the task to the Zoho CRM user to whom the event is Check box assigned Send Notification Email To create tasks 1 Click the New Task link Alternatively click the Task button from records such as leads accounts contacts potentials cas
78. ab name and other text will be updated according to your changes Z Notes e If you revert rename the tab name to standard name new name the new name will not be updated in custom views if the custom view is modified after renaming the tab ae eS 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e New tab names will not be reflected on Page Layout Reports and Dashboards modules Always standard names are displayed e All the field names will also change according to the new name For example if you change Account tab to Client the Account Name field will be changed to Client Name e If you change a tab name to plural form with suffix ies last three characters right to left the singular form will be suffixed with y For example if you change Potentials to Opportunities in all the places the singular form of Potential is changed to Opportunity Managing Custom Fields Access Privilege Customize ZohoCRM com permission By default some of the standard fields are available in each module which helps you to start working with the CRM system You may consider adding more industry specific custom fields according to your business process You can add custom fields in all the modules except tasks and events modules Select Field Type Provide Field Details P sel A Label Lead Source Field Name i23 Integer PickList Values Advertisement Perce
79. ash is not enabled Macromedia Flash plug in icon is displayed on the chart area By clicking the Flash plug in icon you can install the Macromedia Flash plug in Limitations e Some of the international currency symbols will not display properly e Dashboard properties color gradient borders background etc cannot be modified through user interface e Dashboards need to be refreshed manually to display the up to minute changes You can perform the following operations in the Dashboards module e Create dashboards e Create dashboard charts e Modify the existing dashboards e Drill down charts e Zoom out charts e Manage dashboard folders e Delete dashboard Creating Dashboards Access Privilege Read access 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Dashboard is a summary view of the custom report data in your CRM system It may contain more than one chart However ensure that at least one chart is added to the dashboard List of Standard Dashboard Components In the Dashboard home page the following types of dashboards are available Standard Dashboard Components Leads by Source Displays the leads from various sources Leads by Status Displays the leads at different status Sales by Lead Source Displays the sales from different leads sources Leads by Industry Displays the leads from different industries Sales by Account Displays the sales revenu
80. ated list views are displayed under User Created Views category in View drop down list 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL To create custom views 1 Click the Campaigns tab 2 Inthe Campaigns Home page under Campaign List section click the Create View link Note Under Campaign List section some of the standard list views are displayed You can only rearrange the order of columns and more columns 3 Inthe Create New View page do the following o Inthe View Information section specify name of the custom view in the View Name mandatory field The custom view name appears in the View drop down list You can also set the custom view as a default list view by selecting the Set as Default View check box o Inthe Specify Criteria section specify the filter criteria For more details refer to the Specifying List View Criteria section o Inthe Choose Columns section select the columns to be displayed in the List View For more details refer to the Selecting List View Columns section o Inthe Accessibility Details section select the users to whom custom list view has to be enabled For more details refer to the Enabling View Access section 4 Click Save The custom list view is displayed in the View drop down list Creating Campaigns Access Privilege Read Write permission In Zoho CRM you can create campaigns by manually entering the data in Campaign Details
81. ation in both Zoho CRM and Microsoft Outlook It also eliminates duplication of contacts and resolves conflicts if the data is not in sync To synchronize contacts between Microsoft Outlook and Zoho CRM Select the Contacts shortcut from the Microsoft Outlook sidebar Select the required contact s from the Inbox Click the Zoho CRM gt Sync Contacts menu It takes a few minutes to completely read the contacts in Zoho CRM and Microsoft Outlook Once reading is completed you have to complete one of the following operations a Add Contacts b Resolve Conflicts nae ise ae a Adding Contacts 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 If you are synchronizing contacts first time then follow these steps 1 Inthe Synchronizing Status dialog contacts added updated and deleted are displayed Click the View Details button to view the list of contacts 2 Inthe Sync Changes dialog list of contacts are displayed Once you are ensured that all the contact details are correct click the Close button 3 Inthe Synchronizing Status dialog click the Accept Changes or the Close button to complete or abort the synchronization respectively Resolving Conflicts Say after the first time synchronization you update the contact details in Zoho CRM or in Microsoft Outlook Then there will be differences in contact details present in Zoho CRM and Microsoft Outlook To update the same contact detail
82. belonging to different users will be changed to new user To overcome this problem first you may search the campaigns with a required owner name then change the owner in bulk Printing Campaign Details Access Privilege Read permission You can view the campaign details in printable form and print them using browser s Print function To print campaign details 1 Click the Campaigns tab 2 Inthe Campaigns Home page go to the Campaign List section and select the required Campaign 3 Inthe Campaign lt Campaign Name gt page click the Printable View button 4 Inthe Campaign lt Campaign Name gt page click the Print Page button to print the document Viewing Reports Access Privilege Read permission You can directly access some of the standard reports pertaining to campaigns from the Campaign Reports section By default the following reports are displayed under Campaigns module e Campaigns Revenue Report e Campaign Leads To view campaign report 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Click the Campaigns tab Inthe Campaigns Home page go to the Campaign Reports section 3 Click the required Report link The Report is displayed in Reports page which can be further customized as per your requirements Ni Refer to Working with Reports for more details about customizing the campaign reports Deleting Campaigns Access Privilege Read Write Delete
83. ble in the current list view In addition you can modify some of the columns in standard list views By default the following standard list views are available in the Solutions module e All Solutions e My Solutions e Published Solutions 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Note User created list views are displayed under User Created Views category in View drop down list To create custom views Click the Solutions tab In the Solutions Home page under Solution List section click the Create View link QE Z Note Under the Solution List section some of the standard list views are displayed You can only rearrange the order of columns and more columns 3 Inthe Create New View page do the following o Inthe View Information section specify name of the custom view in the View Name mandatory field The custom view name appears in the View drop down list You can also set the custom view as a default list view by selecting the Set as Default View check box o Inthe Specify Criteria section specify the filter criteria For more details refer to the Specifying List View Criteria section o Inthe Choose Columns section select the columns to be displayed in the List View For more details refer to the Selecting List View Columns section o Inthe Accessibility Details section select the users to whom custom list view has to be enabled For more details refer to the
84. blishing in your Website To defile lead assignment rules To send mass emails to leads To send mass emails to contacts To create Web to case form for publishing in your Website 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name Description Delete Activities To delete activities in bulk Manage Workflow To setup workflow process for your organization Manage Email Templates To setup mass email templates Field Level Access nae To setup field level access permission for the users Permissions To control module level access 1 Click the Setup link Inthe Setup page under the Admin Settings section click the Roles link 3 Inthe Roles page under the Roles List section click either the Edit link to modify the modules list or the role name to view the module level access control list Note You cannot edit the default roles such as Administrator and Standard User These are provided only for your reference Hence you are strongly recommended to define your own roles based on the existing default roles 4 Inthe Role Details lt Role Name gt page the module level access permissions are displayed Click the Edit button to modify the module level access for the role 6 Inthe Role Information page specify the access permissions for the following o Data Level Permissions Module Level Permissions Import Permissions Export Permissions Tool Permissions Rep
85. c Leads 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Accounts Contacts Potentials Helpdesk Product Email Tasks Events and others links are displayed 3 Click one of the module links for example click the Leads link to modify the field level access control for Leads module In the lt Module gt Role page click the lt role name gt link for example Sales Role In the lt Module gt Field Level Access page list of field level access is displayed Click the Edit button 6 Inthe lt Module gt Field Level Access page select or clear the check boxes for the fields according to your organization s field level access control requirements 7 Click Save to update the changes made to the specific module Follow the same procedure for other modules also AT Associating Users with Roles You can associate the role with the users with so that they can access to the modules and fields that are assigned to them Users with System Administrator privilege can associate role with user Required Field s Edit User Details f Sales Admin Role selected from the Pick list General Information First Name Nagarajan Last Name Dilip Alias Zoho CRM ID dilip adventnet com Email dilip adventnet com Active Z Phon Mobile Website Fax Date of Birth January i 1900 v Address Information sret s lt CSs sS city SS sta
86. ce Books 122 Changing Price Books Owner 123 Printing Price Book Details 123 Deleting Price Books 123 Customizing Price Books 124 Working with Quotes 125 ma 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Navigating Quotes 125 Searching Quotes 126 Creating List Views 126 Creating Quotes 127 Associating Quotes with Other Records 129 Printing Quote Details 129 Viewing Reports 129 Deleting Quotes 130 Customizing Quotes 131 Working with Purchase Orders 132 Navigating Purchase Orders 132 Searching Purchase Orders 133 Creating Purchase Orders 133 Associating Purchase Orders with Other Records 135 Printing Purchase Order Details 136 Viewing Reports 136 Deleting Purchase Orders 137 Customizing Purchase Orders 137 Working with Sales Orders 138 Navigating Sales Orders 138 Searching Sales Orders 139 a 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Creating Sales Orders 139 Associating Sales Orders with Other Records 141 Printing Sales Order Details 142 Viewing Reports 142 Deleting Sales Orders 143 Customizing Sales Orders 143 Working with Invoices 144 Navigating Invoices 145 Searching Invoices 146 Creating Invoices 146 Associating Invoices with Other Records 148 Printing Invoice Details 148 Viewing Reports 148 Deleting Invoices 149 Customizing Invoices 150 Working with Vendors 150 Searching Vendors 152 Creating List Views 152 Creating Vendor
87. ces based on Sales Quote Billing address Shipping address Terms amp Conditions and others You can use the PO for communicating your product and pricing requirements to vendors so that there will not be any obligations in future In addition you can use the PO to crosscheck the products shipped to your shipping address and invoices sent to your billing address In addition your vendor can use PO as legal document in the event of nonpayment in a court of law for claiming damages from your side To summarize PO is a legal binding document that protects interests of both vendor and buyers which can be used as legal binding document for both parties In PO module you can create PO for the products to be procured associate POs to the vendors track the status of the POs create printer friendly format The Purchase Order home page contains e POs List e PO Reports e Quick Create pane e Search e Alphabetical Search e Custom Views e Page Navigation You can perform the following operations in Purchase Orders module e Navigate purchase orders e Search purchase orders Alphabetical or advanced search options e Create new purchase orders Form filling or duplicate options e Associate purchase orders with other records e Print purchase orders details e View reports e Delete purchase orders individually or in bulk e Customize Purchase Orders Navigating Purchase Orders Access Privilege Read permission
88. chronization you updated the task details in Zoho CRM or in Microsoft Outlook Then there will be differences in task details present in Zoho CRM and Microsoft Outlook To update the task details in Zoho CRM and Microsoft Outlook you have to override the data in other side To resolve conflict in between Microsoft Outlook and Zoho CRM 1 Inthe Conflict Resolution dialog conflicting contact name and the corresponding fields are displayed in a table Select the value to be synchronized either from MS Outlook column or from Zoho CRM You can select the following options o Update Outlook Details in Zoho CRM To update the changes made in Outlook to Zoho CRM o Update Zoho CRM Details in Outlook To update the changes made in Zoho CRM to Outlook 2 Click Save 3 Once contacts details are updated click the Accept Changes button 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Adding E mail Messages as Cases in the Zoho CRM You can add customer specific E mail messages from Microsoft Outlook to Zoho CRM as a Case Before adding the E mail messages make sure the corresponding contact to the E mail exists in Zoho CRM To add E mail messages from Outlook to Case in Zoho CRM 1 2 3 Select the Inbox shortcut from sidebar Select the customer specific E mail message from the Inbox Click the Zoho CRM gt Add Case to Zoho CRM menu Note If the corresponding contact s E mail address is not
89. cify the date until the quote is valid after Date sending to the prospective customer PYA 2007 AdventNet Inc All rights reserved Field Name Quote Owner Team Contact Name arrier Shipping Inventory Manager Account Name November ZOHO CRM USER MANUAL 29 2007 Data Type Select the name of the user to whom the quote Lookup is assigned Text box alphanumeric Specify the quantity rate for selling the quote 50 created Select the name of the carrier manufacturer Pick list Select the category of the quote Ea pox a puanmneri Specify the person responsible for shipping the Text box alphanumeric shipment to the account or contact 50 Specify the account name to which the quote Specify the billing address of the account or contact to which the quote has to be sent If you have selected the account or contact the corresponding billing address is automatically filled up Specify the shipping address of the account or contact to which the shipment has to be sent If you have already selected the account or contact the corresponding shipping address is automatically filled up Text box alphanumeric 256 Text box alphanumeric 256 Product Details Specify the line items of the quote Select the product list price from Price Book or List Price INumeric specify the product price Terms amp Conditions Description To create quotes Total Displays the amount
90. completed the field customization click the Web to Lead link under Lead Settings section SS To generate HTML page for Web to Lead form 1 Inthe Capturing Leads from Website page click the Generate the HTML link 2 Inthe Generating HTML for Web to Lead page do the following 1 Select Web Form Fields Select the lead fields to be displayed in the Web Form 2 Confirm Password Specify your password User who creates the Web to Lead form to authenticate your Account from the Zoho CRM on demand service 3 Click the Generate HTML button 4 Inthe Copy Generated HTML page copy the HTML content paste to your favorite HTML editor and click the Finish button 5 Customize the Web to Lead form HTML page to suite your Website requirements and publish in your Website warning If you change your password after publishing the Web to Lead form please ensure that updating the following information in Web to Lead form 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Example lt Begin Do not edit the section gt lt form action http zohocrm com crm WebtoLeadServlet encoding UTF 8 method POST gt lt input type hidden name orgld value 1 gt lt input type hidden name xnQsjsdp value Z29wY WxzQGFkdmVudG51dC5jb20 gt lt input type hidden name xmPqMMnsd value dG VzdG10 gt lt input type hidden name actionType value Q2FzZXM gt lt input type hidde
91. count a quick create component present in left hand side of the Accounts Home page 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e Importing accounts from other Contact Management and CRM applications e Synchronizing Microsoft Outlook contacts with Zoho CRM Special case An account will be created in Zoho CRM while Company Name field is specified in the Microsoft Outlook e Converting leads to accounts Note Some of the standard fields listed below may not be visible editable depending on your organization business process and field level security settings In case your organization List of Standard Account related Fields In the Account Edit form you need to specify the account related information The following table provides descriptions of the various standard fields in the form Field Name Data Type errs Text box Specify the company name This field is mandatory alphanumeric 100 Website Specify the URL of the company s Web site an aap naneiene f Text box Specify the ticker symbol of the Company alphanumeric 30 Birent Weeotnl Select the parent company name from the Change pop up dialog Pmplovecs Specify the number of employees in account s Text box integers company 10 Text box Ownership Specify the type of ownership of the company alphanumeric 50 ndustry Select the type of industry from the drop down list Pick list ype Select the type of account from
92. ct detail form Note Some of the standard fields listed below may not be visible editable depending on your organization business process and field level security settings In case your organization added modified fields please contact your System Administrator for more details about usage of the other fields In the Product Edit form you need to specify the product related information The following table provides descriptions of the various fields in the form 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 List of Standard Product related Fields Field Name Data Type Product Name Specify the name of the product This field Text box alphanumeric is mandatory 50 Product Code Specify the product identification Pa box alphanumeric roduct Active Specify the status of the product Check box a the commission rate for selling the Tene how dedmal Qty Unit Specify the quantity rate for selling the product Unit Price Specify the unit price of the product Decimal Manufacturer Select the name of the product manufacturer roduct Category Select the category of the product Purchase Dak Select the date of purchase from the Date calendar Support Start Date eae the date on which the product support Select the date on which the product support ends pe Description Specify any other details about product Text area long text To create products individually 1 Click
93. ct in Subject field and click the Save button 4 Inthe Activity lt event Name gt page click the Edit button to update the event details 5 Inthe Activity lt event Name gt page enter the other event related details Refer to List of Standard event related Fields section for more details 6 Click Save Deleting Activities Occasionally you may need to remove some of the unnecessary activities from the Zoho CRM system for a better user experience You may consider removing activities that are not useful for future reference A warning Deleting activities is a destructive operation hence use this option judiciously To delete activities Click the Activities tab In the Activities Home page select the activity In the Activity lt Activity Name gt page click Delete In the Confirmation dialog click OK to delete the activity permanently eS Printing Activity Details 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 You can view a printable form and print the activity details using browser s Print function To print activity details Click the Activities tab In the Activities Home page under the Activity List section select the required activity In the Activity lt Activity Name gt page click the Print Preview button In the Activity lt Activity Name gt page click the File gt Print Page button to print the document nia Customizing Activities Acce
94. d Select the secret question for password protection This 4 field is a mandatory field Pipkin Specify the answer for retrieving the password in case Text box you forgot it This field is a mandatory field 1 Click the Setup link 2 Inthe Setup page under Admin Settings section click the Users link 3 Inthe Users page click the Create New User button 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 4 Inthe Create User page specify the user specific details Last Name User ID Status Role and Email fields are mandatory Refer to the List of User related Fields table for more details 5 Click the Create New User button The user login details are sent to the corresponding user s e mail address To modify user details Click on the Setup link In the Setup page under Admin Settings section click on the Users link In the Users page click the Edit link In the Edit User page modify the user specific details Refer to the List of User related Fields table for more details 5 Click Save eS Creating Power Users Power users can access all the features available in the Zoho CRM system including functions under Setup module By default user with System Administrator role is one of the power users If required you can enable power user privilege to some of the other users also To create power users Log in to the Zoho CRM with Administrator privilege C
95. d then click the Print Mailing Labels button 4 Inthe Print Mailing Labels page click the Print button If you would like to print labels for more than 50 leads use the page navigation option in list view To print mailing labels from contacts 1 Click the Contacts tab 2 In the Contact List view select the Mailing Labels view 3 In the Contact List view increase the Records per page to 50 select the contacts and then click the Print Mailing Labels button 4 Inthe Print Mailing Labels page click the Print button If you would like to print mailing labels for more than 50 contacts use the page navigation option Important Notes You can use the default Zoho CRM page settings A4 size paper 2 column layout and 10 mailing labels per page Before printing mailing labels ensure that printer is connected to your Computer Currently default mailing label layout 2 columns 10 per column is provided which will be made customizable in future updates In the current release Print Mailing Label function is available only for leads and contacts modules In future updates this function will be added in Accounts and Vendors modules so that you can print mailing labels based on your customer companies and suppliers 2007 AdventNet Inc All rights reserved
96. d to be contacted by phone leven though having a phone number Select the name of the user to whom the contact has p Pick list to be assigned Text box Specify the office phone number of the contact Alphanumeric 50 i Text box Specify the mobile number of the contact Alphanumeric 50 Text box Specify the home phone number of the contact Alphanumeric 50 Specify the other phone number of the contact if Text box any Alphanumeric 50 Text box Specify the Fax number of the contact Alphanumeric 50 i f Text box Specify the primary E mail address of the contact Alphanumeric 100 Specify the name of the contact s assistant Text box Specify the phone number of the contacts assistant Alphanumeric 100 Specify the primary address of the contact Specify the other address of the contact if any Specify any other details about contact Text area long text 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 To create contacts individually 1 In the Contacts home page under Contacts list click the New Contact button 2 Inthe Contact lt gt page enter the contact related information The Last Name is a mandatory field Refer to the List of Standard Contact related Fields section for more details 3 Click Save Contact details are displayed in the Contact lt Contact Name gt page where you can perform the additional operations Ref
97. der the Potential Tools section click the Export All Potentials button 3 Inthe File Download pop up dialog click Save to save the Potentials files in CSV file format Printing Potential Details You can view a printable form and print the potential details using browser s Print function To print potential details 1 Click the Potentials tab 2 Inthe Potentials Home page under the Potential List section select the required potential 3 Inthe Potential lt Potential Name gt page click the Printable View button 4 Inthe Potential lt Potential Name gt page click the Print Page button to print the document Viewing Reports Access Privilege Read permission You can directly access some of the standard reports pertaining to potentials from the Potentials Reports section By default the following reports are displayed under Potentials module e Pipeline by Stage e Potentials Closing by this Month 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e Sales Person s Performance Report e Lost Potentials e Potentials by Type e Open Potentials e Pipeline by Probability e Sales By Lead Source e This month sales e Today s Sales To view potentials report 1 Click the Potentials tab 2 Inthe Potentials Home page under the Potentials Reports section click the required report link 3 The report is displayed in Reports page which can be further customized as per your req
98. different users will be changed to new user To overcome this problem first you may search the cases with a required owner name then change the owner in bulk Printing Case Details Access Privilege Read permission You can view a printable form and print the Case details using browser s Print function To print case details Click the Cases tab In the Cases Home page under the cases List section select the required Case In the Case lt Case Name gt page click the Printable View button In the Case lt Case Name gt page click the Print Page button to print the document ae aie ae Viewing Case Reports Access Privilege Read Write permission You can directly access some of the standard reports pertaining to cases from the Case Reports section By default the following reports are displayed under Cases module e Cases By Origin e Cases By Status 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e Cases By Priority e Cases By Comments To view case report 1 Click the Cases tab 2 Inthe Cases Home page go to the Case Reports section 3 Click the required report link The report is displayed in Reports page which can be further customized as per your requirements Deleting Cases Access Privilege Read Write Delete permissions Rarely you may need to remove the unnecessary cases which are not tracked further This will help you manage your cases in a better way
99. ding order search the records available in the current list view In addition you can modify some of the columns in standard list views By default the following standard list views are available in the Potentials module e Standard Views o All Potentials My Potentials New This Week New Last Week Closing This Month o Closing Next Month e Recent Views o Recently Created Potentials o Recently Modified Potentials o Recently Viewed Potentials Oo 0 0 0 To create custom views Click the Potentials tab In the Potentials Home page under Potential List section click the Create View link Neale Zi note Under the Potential List section some of the standard list views are displayed You can only rearrange the order of columns and more columns 3 Inthe Create New View page do the following o Inthe View Information section specify name of the custom view in the View Name mandatory field The custom view name appears in the View drop down list You can also set the custom view as a default list view by selecting the Set as Default View check box o Inthe Specify Criteria section specify the filter criteria For more details refer to the Specifying List View Criteria section o Inthe Choose Columns section select the columns to be displayed in the List View For more details refer to the Selecting List View Columns section o Inthe Accessibility Details section select the users to whom custom list view has to be enabl
100. dule 214 Customizing Pick list Values 216 Customizing Page Layout 218 Changing Tab Order 220 Changing Related Lists 220 Modifying Default Custom Views 221 Managing Workflow Rules 223 Managing Workflow Rules 223 Setting up Workflow Alerts 224 Managing Workflow Tasks 225 Managing E mail templates 225 Working with Outlook Plug in 227 Installation Procedure 227 Activating Outlook Plug in in Zoho CRM 228 Working with Outlook Plug in 229 Synchronizing Outlook Calendar with Zoho CRM 231 Adding E mail Messages as Cases in the Zoho CRM 234 Zoho CRM Outlook Fields Mapping 235 Managing Subscriptions 237 B2C Tutorial 241 Procedure to customize Zoho CRM for B2C scenario 243 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Step1 Customize Leads Page Layout 243 Step 2 Customize Potentials page layout 244 Step 3 Customize Quotes Sales Orders and Invoices page layout 245 Personalize your Company Logo 246 Before Personalization of Company Logo 246 One Step CRM Data Export 248 No Data Lockup Export your CRM Data at anytime 248 Requesting CRM Data Export 248 Data Export Guidelines 248 How to Order Data Export 249 Zoho CRM Printing Mailing Labels 250 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL Getting Started Welcome to Zoho CRM an On demand Customer Relationship Management software for managing your customer relations in a better
101. e Your visitors can submit their contact information which will be routed to Leads module All the leads captured through Web Form are assigned to the Owner selected in Web to Lead settings page hl ee 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 To configure Web to Lead settings In the Capturing Leads from Website page click the Web to Lead link In the Web to Lead Settings page do the following Enable Web to Lead Select the check box the enable the Web to Lead form Return URL Specify the URL of the page to be displayed after visitor submits the case For example Thanks page for submitting the information 5 Web Leads Approval Select the checkbox to enable approval system so that leads will be assigned to respective sales person upon approving the lead By default the lead approval is disabled 6 Default Lead Owner Creator Specify the Zoho CRM user to whom the case has to be assigned 7 Default Response Template Select the automate e mail response template which is used for sending an e mail to the person submits the case 8 Click Save Again Capturing Leads from your Web Site page is displayed ee S To add custom lead fields in Web to Lead form In the Capturing Leads from Website page click the Setup Custom Lead Fields link Inthe Lead Fields section add the custom fields to be added For more details refer to Customizing Zoho CRM 3 Once you have
102. e Price Book Changing Price Books Owner You can transfer the Price Books record in between users whenever there are some organization changes To transfer Price Books individually Click the Price Books tab In the Price books Home page select the Price Book to be transferred In the Price book lt Price book Name gt page click Change Owner In the Confirmation dialog click OK to change the owner of the Price Book Pe eS To transfer Price Books in bulk Click the Price Books tab 2 Inthe Price books Home page go to the Price books List section and select the Price Books to be transferred using the Select check box 3 Click the Change Owner button 4 Inthe Confirmation dialog click OK to change the owner of the selected Price Books Printing Price Book Details You can view a printable form and print the Price Book details using browser s Print function To print Price Book details 1 Click the Price Books tab 2 Inthe Price books Home page go to the Price books List section and select the required Price Book 3 Inthe Price book lt Price book Name gt page click the Printable View link 4 Inthe Price book lt Price book Name gt page click the Print Page button to print the document Deleting Price Books 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Rarely you may need to remove the unnecessary Price Books which are not tracked further This
103. e generated from accounts Accounts by Industry Displays the sales revenue generated from accounts by industry Pipeline by Stage Displays the sales pipeline in various stages Pipeline by Probability Displays the sales pipeline by probability Potentials by Type Displays the sales pipeline by type Campaign Leads Displays the leads from different campaigns Campaign Vs Revenue Displays the sales revenue from different campaigns Cases by Origin Displays the cases from different sources Cases by Priority Displays the cases with different Cases amp Solutions priorities Cases by Status Displays the cases with different status Products Products by Category Displays the products of different categories 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Vendors Vs Purchases Sales Orders by Accounts Contacts Vs Purchases Purchase Orders by Status Quotes by Accounts Quotes by Stage Invoices by Accounts Invoices by Status Sales Orders by Status Note You cannot modify or delete the standard dashboards To create a dashboard Click the Dashboards tab In the Dashboards Home page click the Go to Dashboard List link In the Dashboard List page click the Create New Dashboard button In the New Dashboard page specify the following o Name Specify name of the dashboard o Select Dashboard Folder Select the folder in which the dashboard has to be stored
104. e of the other fields In the Contact Edit form you need to specify the contact related information The following table provides descriptions of the various fields in the form List of Standard Contact related Fields Field Name Data Type Sanaton Select the Salutation of the contact such as Mr Ms Pick list rs or others Text box First Name Specify the first name of the contact Alphanumeric 40 Last Name Specify the last name of the contact This field is Text box mandatory Alphanumeric 40 Account Name Select the account related the contact Lookup Lead Source Select the source from which the contact is created Pick list ae Text box Title Specify the job position of the contact Alphanumeric 50 Text box Department Specify the department of the contact Alphanumeric 30 Date of Birth Specify the birthday of the contact to send greetings Date for a better relationship Reports To Select the person to whom the contact reports Lookup Do Not Call Select this option not to make a call to the contact If Check box 2007 AdventNet Inc All rights reserved Field Name Assigned To Phone Mobile Home Phone Other Phone Fax E mail Assistant Assistant Phone Mailing Address e Street e State e Postal Code e Country Other Address e Street e State e Postal Code e Country Description ZOHO CRM USER MANUAL November 29 2007 Data Type the contact is not intereste
105. e time zone in which you are working This Pick list field is a mandatory field 1 Click the Setup top RHS corner link 2 Inthe Setup page under the Personal Settings section Left hand side tree click the Account Information link 3 Inthe Account Information page click the Edit button 4 Inthe Edit Account Information page update your personal information and click Save Refer to List of User related Fields table for more information about Changing Password For security reasons you are strongly suggested to change your password periodically 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Change Password Required Field s gt Password Details Old Password eeesee New Password eeccccce Retype New Password eeccccee save Cancel Change Password To change personal information 1 Click the Setup top RHS corner link In Setup page under Personal Settings section Left hand side tree click the Change Password link 3 Inthe Change Password page specify the old password new password and confirm password in Old Password New Password and Confirm Password fields respectively 4 Click Save Changing Date Format After logging in first time you must change the date format as per your organization date amp time standard You can select the date format by selecting your country The date format is automatically updated with
106. eads Home page where you can update the additional details To create duplicate leads 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 1 Click the Leads tab 2 Inthe Lead List view page select the lead to be duplicated 3 Inthe Lead lt Lead Name gt page click the Clone button 4 Inthe Edit lt Lead Name gt page modify some of the lead details 5 Click Save Lead details are displayed in the Lead lt Lead Name gt page where you can perform the additional operations Importing Leads Access Privilege Data import permission Importing leads from external to the CRM system is one of the most important activities in marketing and sales when you are using different systems to gather leads data For example you may be purchasing leads from external sources capturing product requests through Web site getting leads from a different business unit within organization where there is a chance of cross selling of products or migrating data from your old system to the Zoho CRM system In all these cases importing leads enhances your productivity You can import leads if you are authorized to perform this operation Otherwise Import Leads button in Leads Home page will be hidden in your user interface By default lead ownership is held up with the user who imports the leads You can change the lead ownership while importing by adding a lead owner column in import CSV XLS file and map to
107. ect the role from the Contact Role drop down list 5 Once you have completed associating roles to all the contacts click Save Customizing Contact Roles Access Privilege Contact Role permission By default some of the contact roles such as Decision Maker Product Management Purchasing and other roles are available You can customize the contact roles according to your business process Note Users with Administrator privilege can customize the contact roles Please contact your System Administrator in case you need some additional roles 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 To add modify contact roles 1 Click the Setup link 2 Inthe Setup page under the Potential Settings section click the Contact Roles link 3 Inthe Edit Contact Roles page do the following o Click the Add Role link to add a new role o Click the Delete Role link after selecting the role s to delete roles o Modify the existing roles from the Contact Role text box 4 Once you have completed updating the contact roles click Save Changing Potential Owner Access Privilege Read Write permissions When the prospecting is in progress occasionally it may be very useful to change the owner of some of the potentials in a single step You can change the owner of an individual potential or a group of potentials To change owner of potentials individually Click the Potentials tab In the Potent
108. ected after Text box Decimal G0 closing the potential Specify or select the expected close date This Date format Date field is mandatory yyyy mm dd Next Step Specify the next step of the sales process re A lphanumeriy Select the sales stage from the drop down list a x This filed is mandatory ich robability Specify the probability of closing a potential Text box Decimal 2 2 rg N rg law S z a e 3 ge O T o a wn Q O 5 Nn e Q z T pie e feb D a Q D 5 Z 3 3 n oO oO a oO a a 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name Data Type Assigned To Select the user to whom the potential has to be Pick list assigned Specify any other details about potential Text area long text You can create potentials by e Filling details in the potential creation form e Using the New Potential a quick create component present in left hand side of the Potentials Home page e Duplicating the contact with a few changes from the existing contact details To create potentials individually 1 Click the New Potential link 2 Inthe Potential page enter the potential information Note Company name is a mandatory field Refer to the List of Standard Potential related Fields section for more details 3 Click Save to save the potential information Potential details are displayed in Potential lt Potential Name gt page where you can p
109. ection do one of the following o Specify the search criteria in Search box and click the Go button Or o Select one of the alphabetical search links 3 Inthe Contact List page list of contacts are displayed as per search criteria Creating List Views Access Privilege Read Write permissions ma 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 In the Contact List you can create modify delete the custom views sort columns in the list view ascending descending order search the records available in the current list view In addition you can modify some of the columns in standard list views By default the following standard list views are available in the Contacts module e Standard Views o All Contacts o My Contacts o New This Week o New Last Week e Recent Views o Recently Created Contacts o Recently Modified Contacts o Recently Viewed Contacts Refer to Chapter lt gt Managing List Views chapter to learn more about creating list views To create list views Click the Contacts tab In the Contacts Home page under Contact List section click the Create View link N AN ote Under the Contact List section some of the standard list views are displayed You can only rearrange the order of columns and add more columns to the standard list views 3 Inthe Create New View page do the following o Inthe View Information section specify name of the custom view in the View
110. ed For more details refer to the Enabling View Access section 4 Click Save The custom list view is displayed in the View drop down list 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Creating Potentials Access Privilege Read Write permissions In Zoho CRM you can create potentials as given below e By entering data in potential details form e Importing potentials from other sales force automation applications note Some of the standard fields listed below may not be visible editable depending on your organization business process and field level security settings In case your organization added modified fields please contact your System Administrator for more details about usage of the other fields In the Potential Edit form you need to specify the potential related information The following table provides descriptions of the various fields in the form List of standard potential related fields Field Name Data Type Specify name of the potential This field is Text box Alphanumeric mandatory 120 Select name of the account to which potential has Looku to be created This field is mandatory P Select the type of potential New Business or da os PYRE Existing Business from the drop down list Pie ead Source Select the lead source from the drop down list Pick list Select the product name from the pick list on Pom A phamimene POEN Specify the amount that can be exp
111. ed Fields In the Forecast Edit form you need to specify the forecast related information The following table provides descriptions of the various standard fields in the form Year Select the fiscal year from the drop down list Pick list Quarter Select the quarter of the fiscal year Pick list Month Display the month of the selected quarter Month Quota Specify the quota for the month Currency Closed Display the amount from the closed won potentials Currency Specify the total amount a sales person confident of Commit Amount Currency closing during forecast period ae 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name Data Type Best Case Specify the amount a sales person might be closing This Cuneie Amount amount can be either more or less than Commit Amount y ipeline Displays the amount in the sales pipeline Currency wned By Displays the owner of the forecast reated By Displays the person created the forecast first time Date Time ast Modified By Displays the person modified the forecast Date Time By default the person who creates the forecast owns the forecast If you want to assign the forecast to a different user select the user name from the Change Owner field in the forecast details view To create forecasts 1 Click the New Forecast link 2 Inthe New Forecast page select the mandatory forecast related fields such as Year and Quarter
112. ed through Website are first assigned to the Customer Support Administrator which can be reassigned to the corresponding Support persons Important Points e Anyone visiting your Web site can submit cases and submit any type of information Hence you cannot control the Spam e All the cases are first assigned to the User selected in Web to Case settings page The Customer Support Administrator can change the case ownership to other users e Contacts are automatically created if you have enabled Web to Contacts option in the Web to Case settings e To send automate replies to visitors select the required e mail template from the Web to Case settings e The generated Web to Case form contains only Web form related tags You have to customize the generated case form further to suite your Website requirements e Test the complete workflow of Web to Case form before publishing in the Website To create Web to Case form Click the Setup link In the Settings Home page under the Case Settings section click the Web to Case link In the Capturing Cases from Website page do the following Enable Web to Case option for your organization Refer To configure web to case settings section 5 Set up Custom Case Fields in Web to Case form Refer To add custom case fields in Web to Case form section 6 Generate HTML page as per your fields in the Web to Case form Refer To generate HTML page for Web to Case form section 7 The generated HTM
113. efault the check box is selected If you do not want to enable the rule disable the check box Evaluation Time Select one of the following options Evaluate this rule when new records are created Select this option to trigger the rule when a new record is created Evaluate this rule when new records are created and existing records are edited Select this option to trigger the rule when record is created modified o Inthe Rule Criteria section specify the matching criteria You can select multiple criteria 7 Click Save A new workflow rule is displayed where you can add alerts and tasks cael a Setting up Workflow Alerts Workflow alert comprises of an e mail template which is used to send mass e mail notification to all the specified recipients An E mail message will be sent to the recipients upon triggering the workflow rule For each workflow rule you can associate only one alert E mail template To add workflow alert 1 Click the Setup link 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 2 Inthe Setup Home page click the Workflow Settings link In the LHS tree expand the Workflow Setting link and click the Workflow Alerts link 4 Inthe Workflow Alerts page some of the existing alerts are displayed Click the New Alert button In the New Alert page do the following 6 Inthe Alert Details section specify the name of the alert and select the E mail template
114. eful to change the owner of some of the leads in a single step You can change the owner of an individual lead or a group of leads To change owner of leads individually Click the Leads tab In the Leads Home page select the lead In the Lead lt Lead Name gt page click the Edit button In the Lead lt Lead Name gt page change the lead owner from the Lead Owner lookup field 5 Click Save to update the lead owner eS To change owner of leads in bulk 1 Click the Leads tab 2 Inthe Leads Home page go to the Lead List section and select the check boxes corresponding to the leads You can also select all the leads 3 Click the Change Owner button 4 Inthe Leads Change Owner page select the user from the Select New Owner pick list and click the Update Owner button to change the owner of the leads permanently 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 warning Leads ownership will be changed to another user irrespective of its existing owner Use this operation carefully otherwise leads belonging to different users will be changed to new user To overcome this problem first you may search the leads with a required owner name then change the owner in bulk Viewing Reports Access Privilege Read Write permission You can directly access some of the standard reports pertaining to leads from the Lead Reports section In addition to reports you can access one of
115. eir type Open Potentials Displays the potentials that are pending ipeline by Probability Displays the pipeline of the potentials by their probability Sales Person s Performance Repor Displays the potentials gained by each sales person 3J 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Report Name ales By Lead Source his Month Sales oday s Sales Displays the sales that has happen today ead Reports o OSO eads By Source eads By Status oday s Leads eads by Ownership Displays the leads and the corresponding owners onverted Leads eads by Industry Activity Reports o O Tasks and Events Report ampaign Reports Campaigns Revenue Report ampaign Leads Displays the leads that are generated through the campaign Reports opular Solutions ases By Origin ases By Status ases By Priority ases By Comments Displays the cases with the number of comments count Sales Forecast Reports Quarterly Forecast Displays the quarterly forecasts that include committed amounts best case amounts and pipeline by quarter Forecast History Report Displays the life cycle of the forecast roductReports roducts by Category Displays the products based upon their category Products by Support Displays the products list whose support discontinued during the current Termination date month Display the products and with the list of cases associated with the products i iz Di
116. elect one of the alphabetical search links 3 Inthe Vendors List page list of vendors are displayed as per search criteria Creating List Views Access Privilege Read Write permission In the Vendor List you can create modify delete the custom views sort columns in the list view ascending descending order search the records available in the current list view In addition you can modify some of the columns in standard list views By default the following standard list views are available in the Vendors module e All Vendors e My Vendors 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Note User created list views are displayed under User Created Views category in View drop down list To create custom views Click the Vendors tab In the Vendors Home page under Vendor List section click the Create View link ye A Note Under the Vendor List section some of the standard list views are displayed You can only rearrange the order of columns and more columns 3 Inthe Create New View page do the following o Inthe View Information section specify name of the custom view in the View Name mandatory field The custom view name appears in the View drop down list You can also set the custom view as a default list view by selecting the Set as Default View check box o Inthe Specify Criteria section specify the filter criteria For more details refer to the Specifying List Vie
117. els in ascending descending order 3 Once you have selected the report columns click the Grouping tab if you are using Summary Report otherwise click the Columns to Total tab 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Report Type Columns Grouping Columns to Total Criteria Summarize information by Sort Order Lead Source Ascending Level 1 and then by Sort Order Lead Status Ascending v Level 2 and finally by Sort Order _ Industry vi Ascending vi Level 4 Group Report Columns Step 5 To select the arithmetic functions 1 Inthe Create Report page click the Columns to Total tab 2 Inthe Columns to Total section select the required arithmetic functions such as Sum Average Lowest value and Largest value for the available columns 3 Once you have selected the arithmetic functions click the Criteria tab to add additional report filters 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL Report Type Columns Grouping Columns to Total Criteria Columns Sum Average Lowest Yalue Largest Value Lead No of Employees Lead Annual Revenue Product Unit Price Product Commission Rate Product Qty Unit Product Qty in Stock Product Reorder Level Product Qty in Demand Campaign Expected Revenue Campaign Budgeted Cost Campaign Actual Cost
118. ember ZOHO CRM USER MANUAL 29 2007 Description To transfer records in bulk from one user to another user You can enable disable mass transfer permission for the Leads Accounts Contacts Potentials Campaigns Cases Solutions Products Price Books and Vendors To delete records in bulk from the Zoho CRM system You can enable disable mass delete permission for the Leads Accounts Contacts Potentials Campaigns Cases Solutions Products Price Books and Vendors To create modify delete reports amp dashboards and the folders for the reports To schedule delivery of reports to the intended users To manage users and the corresponding roles To change owner in each record view page To import the complete data from external application To view other users details To customize the pages fields and others in various modules To configure the mail server details Mail server configuration is not available for On demand Zoho CRM It is available only in Packages product To export user details into CSV format To export all the notes into CSV format To export all the competitors details into CSV format To import user specific attachments to the records To import organization specific attachments to the records To enable convert and merge options in leads details page To change the status of the leads in bulk To approve the leads captured from Website using Web to lead form To create Web to lead form for pu
119. equired information is updated for the quote Printing Quote Details You can view a printable form and print the quote details using browser s Print function To print quote details Click the Quotes tab In the Quotes Home page under the Quotes List section select the required quote In the Quote lt Quote Name gt page click the Printable View button In the printable document page click the Print Page button to print the document a al ea Viewing Reports 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Access Privilege Read permission You can directly access some of the standard reports pertaining to quotes from the Quotes Reports section By default the following reports are displayed under Quotes module e Quotes by Accounts e Converted Quotes e Lost Quotes e Quotes by Stage e Open Quotes To view quotes report 1 Click the Quotes tab 2 Inthe Quotes Home page under the Quotes Reports section click the required report link 3 The report is displayed in Reports page which can be further customized as per your requirements For more details about reports customization refer to Chapter lt gt Working with Reports Deleting Quotes Rarely you may need to remove the unnecessary quotes which are not tracked further This will help you manage your quotes in a better way You can delete quotes either individually or in bulk A Warning The deleted qu
120. er or complete the operation D Merging Duplicate Leads Over a period there may be a chance of accumulation of duplicate leads You can merge these duplicate leads for a better organization of your leads To merge duplicate leads Click the Leads tab In the Leads Home page under the Lead List section click the required lead In the Lead Details page click the Find amp Merge Duplicates button In the Find Duplicate Leads page do the following 1 Under the Search Criteria section by default the some of the matching criteria and the corresponding values are displayed Add additional criteria if required Click the Search button 2 Under the Matching Leads section select the leads to be merged 3 Click the View Duplicates button 5 Inthe Merge Leads page select the fields to be updated to master record All the duplicate fields are highlighted with a different color 6 Click the Merge button The field s details will be merged with the master lead record and lead details page is displayed for further operations Pg Associating Leads with Other Records Access Privilege Read Write permission After creating leads you may need to associate leads with other records such as tasks events E mails products attachments and notes until the lead is reached to a certain stage where it can be converted to potential as per your organization s sales process 2007 AdventNet Inc All rights reserved November ZOHO C
121. er to the Associating Contact with Other Records section for more details Note By default the person who creates the contact owns the contact If you want to assign the contact to a different user in contact creation form select the user name from the Assigned To field To create contacts instantly 1 Click the Contacts tab 2 Inthe left hand side bar under the New Contact section enter the contact s last name 3 Click Save Contact details are displayed in the Contact lt Contact Name gt page where you can update with additional details or perform the additional operations To create duplicate contacts Click the Contacts tab In the Contact List view page select the contact to be duplicated In the Contact lt Contact Name gt page click the Clone button In the Edit lt Contact Name gt page modify some of the contact details Click the Save Contact details are displayed in the Contact lt Contact Name gt page where you can perform the additional operations Po ele Importing Contacts Access Privilege Data Import permission You can import contacts from other Contact Management CRM and Address Book applications Before migrating data you must convert the data into CSV XLS format 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 rips e Before importing contacts into Zoho CRM you must have the contacts details in a CSV XLS file e You must have privile
122. er with more details about the product service The next day morning you can create a lead manually with the available details The best way to handle this type of scenarios is to create leads manually where you can fill the available details instantly You can create leads by e Filling details in the lead creation form e Using the Quick Create a quick create component present in left hand side of the Leads Home page e Duplicating the lead with few changes in the existing lead details Note By default the person who creates the lead owns the lead If you want to assign the lead to a different user select the user name from the Change Owner field in the lead details view In addition the lead status is marked with a default lead status as per your organization s sales process To create leads individually 1 Click the New Lead link 2 Inthe Lead page enter the lead related information Note The Last Name and Company fields are mandatory Refer to the List of Standard Lead related Fields section for more details 3 Click Save Lead details are displayed in Lead lt Lead Name gt page where you can perform the additional operations Refer to the Associating Leads with Other Records section for more details To create leads instantly 1 Click the Leads tab 2 In left hand side under the Quick Create section enter the mandatory details such as Last Name and Company name 3 Click Save Lead details are displayed in L
123. erform the additional operations Refer to the Associating Potentials with Other Records section for more details To create potentials instantly 1 Click the Potentials tab 2 In left hand side under New Potential section enter the mandatory details such as Potential Name Account Name Expected Close Date and Sales Stage 3 Click Save Potential details are displayed in Potential lt Potential Name gt page where you can update the additional details or perform the additional operations To create duplicate potentials Click the Potentials tab In the Potential List view page select the potential to be duplicated In the Potential lt Potential Name gt page click the Duplicate button In the Edit lt Potential Name gt page modify some of the potential related details Click Save Potential details are displayed in the Potential lt Potential Name gt page where you can perform the additional operations ae a a 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Importing Potentials Access Privilege Data Import permission You can migrate your potentials from other CRM and Account Management applications Before migrating data you must convert the data into CSV XLS format Import link is displayed only if you have privilege to use Import feature Please contact your administrator in case import link is disabled O rips Before importing potentials into Zoho CRM you mus
124. erved November ZOHO CRM USER MANUAL 29 2007 Managing Workflow Rules Workflow management allows you to automate your sales marketing support processes in which the records tasks are assigned or transferred from one user to another for action according to a set of predefined rules The workflow rule is triggered when record meets the specified matching criteria The key benefits of Workflow are improved efficiency by eliminating many unnecessary steps in records and tasks assignment better process control by improved business process through standardizing working methods and reduced operating costs For example Zoho CRM provides a sample Lead Assignment rule in Leads module based on Workflow rules for assigning leads generated through import or web integration to lead owners Sales Reps based on different criteria automatically The matching criteria can be region country company etc Immediately after matching the criteria a new task is created and assigned to the lead owner according to company s business process It will also notify the lead owner about the new lead assignment in an appropriate E mail template Another sample workflow rule in the Zoho CRM system is Big Deal Alert This rule is executed when the Sales Amount and probability of winning the business opportunity crosses the significant value which can be notified to the management and other colleagues in your Sales team You can associate workflow rules with ale
125. es and others 2 Inthe Task page specify the task related information Refer to List of Standard Task related Fields section for more details about mandatory fields 3 Click Save Task details are displayed in Activities page under Activity List Creating Events 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Events are displayed under Zoho CRM user s Home page Activities home page Calendar and other related modules You can perform the following operations in Events module e Create events Form filling and quick create options e Search events Alphabetical Advanced search e Navigate events through Events List e Associate events with other records List of Standard Event related Fields In the Event Edit form you need to specify the event related information The following table provides descriptions of the various fields in the form Field Name Data Type Subject Specify the subject of the event This is a mandatory Text box J field alphanumeric 50 Displays the user to whom the event is assigned This Event Owner a mandatory field This is a mandatory field PRST NAME Start Date amp Specify the starting date and time of the event This is Mini Calendar Time a mandatory field End Date amp Specify the completion date and time of the event eo Time This is a mandatory field Mai alenda Select Module Select the modules other than contact and lead name Pick List with
126. f the following operations a Add Appointments b Resolve Conflicts Adding Appointments If you are synchronizing appointments first time then follow these steps 1 Inthe Synchronizing Status dialog appointments added updated and deleted are displayed Click the View Details button to view the list of appointments 2 Inthe Sync Changes dialog list of appointments are displayed Once you are ensured that all the appointment details are correct click the Close button 3 Inthe Synchronizing Status dialog click the Accept Changes or the Close button to complete or abort the synchronization respectively Resolving Conflicts Say after the first time synchronization you update the appointment details in Zoho CRM or in Microsoft Outlook Then there will be differences in appointment details present in Zoho CRM and Microsoft Outlook To update the appointment details in Zoho CRM and Microsoft Outlook you have to override the data in other side To resolve conflict between Microsoft Outlook and Zoho CRM 1 Inthe Conflict Resolution dialog conflicting appointment name and the corresponding fields are displayed in a table Select the value to be synchronized either from MS Outlook column or from Zoho CRM You can select the following options o Update Outlook Details in Zoho CRM To update the changes made in Outlook to Zoho CRM o Update Zoho CRM Details in Outlook To update the changes made in Zoho CRM to Outlook 2 Click Save
127. fied to the recipients hak ade ae Managing Roles 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 In Zoho CRM role function provides access privilege to various modules fields and special functions such as import export merge records lead conversion and others Users associated to the specific role can access functions that are assigned to them You can perform the following operations in Roles module e Create roles e Control module level access e Control field level access e Associate roles to the users Creating Roles By default System Administrator and Standard User roles are provided for the convenience of new users While creating a role first you have to associate the existing role to the new role and later you can change the modules and field level access control Users with System Administrator privilege can create roles Create New Role Required Field s gt New Role Role Name Sales Existing Role Administrator v save Cancel Create New Role To create roles Click the Setup link Inthe Setup page under Admin Settings section click the Roles link 3 Inthe Roles page under the Roles List section click the New Role button SS AN ote By default Administrator and Standard User roles are available in Zoho CRM You cannot modify these standard roles 4 Inthe Create New Role page enter the role name and select
128. field as per your organization s sales process You can change the status of individual lead or group of leads To change the status of leads individually Click the Leads tab In the Leads Home page select the lead In the Lead lt Lead Name gt page click the Edit button In the Lead lt Lead Name gt page change the lead status from Lead Status pick list Click Save to update the lead status S ae D O To change the status of leads in bulk 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Click the Leads tab Inthe Leads Home page go to the Lead List section and select the check boxes corresponding to the leads You can also select all the leads 3 Click the Change Status button 4 Inthe Leads Change Status page select the status from the Select New Status pick list and click the Update Status button Ni Note Leads status will be changed to a new status irrespective of its existing status Use this operation carefully otherwise leads at different states will be changed to new status violating the organization s sales process If you are not sure of using this operation change the status of leads one after another The other ways of overcoming this problem is first search the leads with a required status then change the status in bulk Changing Lead Owner Access Privilege Read Write permissions When the prospecting is in progress occasionally it may be very us
129. form quickly from the Quick Create section or duplicating from the existing campaign information In the Campaign Edit form you need to specify the campaign related information The following table provides descriptions of the various fields in the form note Some of the standard fields listed below may not be visible editable depending on your organization business process and field level security settings In case your organization added modified fields please contact your System Administrator for more details about usage of the other fields 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 re io o amp gr Q Ou rr en Z Q Nn Field Name Data Type ampaign Owner Specify the owner name of the campaign Lookup Text box alphanumeric 40 Select the type of the campaign Check box tatus Select the status of the campaign Pick List Start Dat Specify the date on which the campaign Date starts End Date Specify the date on which the campaign Date ends Epeei Revenue Specify the revenue expected after E launching the campaign Aou Cost Specify the actual amount spent on the Gney campaign T a mh Nn e o i 3 Qa Q 5 se o ya D Specify the name of the campaign Budgeted Cost Specify the planned amount to be spent on the campaign xpected Response Specify the campaign turnout percentage Percent Specify the number of leads contacts to Nu
130. g default workflow task e Select the required assignment rule in lead import tool e During lead importation first assignment rule is evaluated and the leads are assigned to the Zoho CRM users according matching criteria Limitations e You can create up to 20 different lead assignment rules e Ineach assignment rule you can associate up to 20 different criteria e Even though you can setup multiple rules users can select only one rule at a time e Lead assignment rule can be used only for the leads generated through import tool To set up lead assignment rules 1 Click the Setup link 2 Inthe Settings Home page under the Lead Settings section click the Assignment Rules link 3 Inthe Lead Assignment Rules page under the Rules List section list of default rules are displayed Click the Create New Rule button to add a new rule 4 Inthe New Rule page specify the rule in the Rule Name field and click the Save New Rule 3 Rule Information Rule Name Sales Region Save Cancel Specify Rule Name 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL 5 Inthe Lead Assignment Rule Entry page under the Rules Entries section list of default rule entries are displayed Click the Create New Rule Entry button to add a new rule entry 6 Inthe Rule Entry page do the following 1 Specify Criteria Select the matching criteria to evaluate the rule Refer to Managing
131. g the deal Specify the excise duty for the shipment Specify the account name to which the sales Select option order has to be created Select the Zoho CRM user name to whom the sales order handling duty is assigned Select option Text box alphanumeric 256 Specify the billing address of the account or contact to which the sales order has to be sent If you have selected the account or contact the billing address is automatically filled up Specify the shipping address of the account or contact to which the shipment has to be sent If you have already selected the account or contact the shipping address is automatically filled up Specify the line items of the sales order Po Select the product name Displays the stock quantity Numeric Integer Specify the quantity for which the sales Numeric Integer order has to be generated Text box alphanumeric 256 Displays the unit price of the product VWE 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name Data Type Select the product list price from Price Book Lookup and Numeric List Price or specify the product price Integer Tax Specify the tax component of the products i h Adjustments Specify if there are any adjustments such as Caneney discounts or extra charges etc E Specify the terms and conditions that are Terms amp Conditions Text area long text associated with sales order
132. gacy applications such as spreadsheets documents and others to the Zoho CRM system You can import the vendor information if you are authorized to perform this operation Otherwise Import Vendors button in Vendors Home page will be hidden in your user interface By default vendor ownership is held up with the user who imports the vendors You can change the vendor ownership while importing by adding a vendor owner column in import CSV XLS file and map to the Assigned To field This will automatically assign vendors to selected users Use the exact Zoho CRM users names while creating the vendor import file otherwise vendors are not created in Zoho CRM V rips Before importing vendors into Zoho CRM you must have the vendor s details in a CSV XLS file You must have privilege to import the vendors in Zoho CRM Before importing the vendors into Zoho CRM close the CSV XLS file and the Spreadsheet program Remove apostrophe any place in the CSV file For example ABC s You can import a maximum of 1000 vendors in one import cycle To import vendors from external sources 1 Click the Vendors tab 2 Inthe Vendors Home page under Vendor Tools section click the Import My Vendors button 3 Inthe Import My Vendors Wizard page browse the Vendors related data CSV XLS format and then click the Next button 4 Inthe Fields Mapping page map the CSV XLS column header with vendor fields in Zoho CRM 2007 AdventNet Inc Al
133. ge click the Edit link for the user to be inactivated In the User lt User Name gt page clear the Active check box Click the Save button Now the user will be inactivated AE SPS 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Required Field s Edit User Details General Information First Name Nagarajan Role Administrator Last Name Dilip Alias Dilip Zoho CRM ID dilip adventnet com Email dilip adventnet com mos Mobile Website Fax Date of Birth February 20 1973 Address Information Street o city oo i S ste lt is sSS 2 a Country f Locale Information Language English Country Locale India Time Zone GMT 5 30 India Standard Time Asia Calcutta Save Cancel Activate Inactivate Users Resetting Password When the users are unable to retrieve their password due to some reasons forgot password or unable to provide correct password protection answer can request the Zoho CRM System Administrator to reset their password After resetting the password e mail will be sent to the registered e mail ID of the users To reset password Click the Setup link In the Setup page under Admin Settings section click the Users link In the Users page select the user checkbox You can also select multiple users Click the Reset Password button The new password will be noti
134. ge to import the contacts in Zoho CRM e Before importing the contacts into Zoho CRM close the CSV XLS file and the Spreadsheet program e Remove apostrophe any place in the CSV file For example ABC s e You can import a maximum of 1000 contacts in one import cycle To import contacts 1 Click the Contacts tab 2 Inthe Contacts Home page under Contact Tools section click the Import My Contacts or Import My Organization Contacts button Note Import link is displayed only if you have privilege to use Import feature Please contact your administrator in case these links are disabled 3 Inthe Specify Import File page browse the Contacts related import file CSV XLS format and then click the Next button 4 Inthe Fields Mapping page map the CSV XLS column header with contact fields in Zoho CRM 5 Click the Import button It will take a few seconds to complete the importation 6 Inthe Contacts Home page imported contacts are displayed under the Contacts List section You can continue the importation further or complete the operation Associating Contact with other Records Access Privilege Read Write permissions You can create a 360 degrees view of the contact to display all the associated details such as potentials trouble tickets open activities history of the completed activities attachments and notes To associate contact with other records 1 In the Contact lt Contact Name gt page you can update the follo
135. h Specify the field size number of character Integer Label Specify the field name Length Specify the field size Integer Label Specify the field name Length Specify the field size Integer Decimal Places Specify the number of decimal places Label Specify the field name Length Specify the field size Integer Decimal Places Specify the number of decimal places Label Specify the field name Format Y YY Y MM DD Note Date format will be changed according user time zone settings Label Specify the field name Format YY Y Y MM DD HH MM Note Date format will be changed according user time zone settings Label Specify the field name Length Specify the field size Integer Label Specify the field name Length Specify the field size Integer Label Specify the field name Pick List Values Specify the pick list values Label Specify the field name Pick List Values Specify the pick list values 2007 AdventNet Inc All rights reserved URL November ZOHO CRM USER MANUAL 29 2007 To add Web site addresses Label Specify the field name Text Area To add long text size 32 Kb Label Specify the field name Checkbox Auto To select a true checked or false unchecked type value To add auto increment type Label Specify the field name Increment fields To add custom fields 1 Click the Setup link 2 3 In the Setup Home page select the required lt Module gt Settings link In t
136. he account For example Prospect Investor Reseller and others 3 Inthe Account List section click the Start Previous Next or End links to access the respective list of accounts Searching Accounts Access Privilege Read permission You can search the contacts alphabetically or filling the required information in Search box To search accounts 1 Click the Accounts tab 2 Inthe Accounts Home page under the Account Search section do one of the following o Specify the search criteria in Search box and click the Go button Or o Select one of the alphabetical search links 3 Inthe Contact List page list of accounts are displayed as per search criteria Creating List Views Access Privilege Read Write permissions In the Account List you can create modify delete the custom views sort columns in the list view ascending descending order search the records available in the current list view In addition you can modify some of the columns in standard list views By default the following standard list views are available in the Accounts module e Standard Views o All Accounts 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 o My Accounts o New This Week o New Last Week e Recent Views o Recently Created Accounts Accounts created during 24 hours o Recently Modified Accounts Accounts modified during 24 hours o Recently Viewed Accounts Accounts viewed during 24 hours
137. he lt Module gt Settings page click the Fields link In the lt Module gt Fields page all the available fields are displayed Click the New Custom Field button In the Custom Field Settings New Custom Field page do the following 1 In Select Field Type section select the field type 2 In Provide Field Details section enter the field name field size and decimal places in the Label Length and Decimal Places fields respectively Click Save The custom field is added to the respective module To check the field select the corresponding module and add edit the record The new field added is displayed under Custom Information section to enter the required details Customizing Pick list Values Access Privilege Customize ZohoCRM com permission By default some of the industry standard pick list values are available in each module You can modify the pick list values as per your organization business process and replace the existing value with new value so that records will be associated to new values 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 gt Field Information Field Name Lead Source Values Please enter the list of values below Each value should be in its own line Advertisement Cold Call Employee Referral External Referral OnlineStore Partner Public Relations Sales Hail Alias seminar Partner seminar Internal Trade Show Web Download Web Research TY Advertiseme
138. ials product demonstrations sending sales quotations and business negotiations Precisely potential provides the following information for the sales management e Sales cycle Duration of the prospecting the potential e The potential sales volume Product units and price e Up to minute sales stage and the estimated sales probability in each stage e Reasons for the sales status Won Lost e Competitors of the potential e Forecast for the next quarter year sales The Potentials home page contains e Potentials List e Potential Reports e Tools such as Import Export change owner and delete e Quick Create pane e Search e Alphabetical Search e Custom Views e Page Navigation You can perform the following operations in Potentials module e Navigate potentials e Search potentials Alphabetical or advanced search options e Creating Custom List Views e Create potentials Form filling quick create or duplicate options e Import potentials from external sources e Associate potentials with other records e Associate competitors with potential e Add contact roles e Customize contact roles e Change potential owner individually or in bulk e Export potentials to spreadsheets 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e Print potentials details e View reports e Delete potentials individually or in bulk e Customize potentials e Setup Big Deal Alert
139. ials Home page select the potential In the Potential lt Potential Name gt page click the Edit button In the Potential lt Potential Name gt page change the potential owner from the Potential Owner lookup field 5 Click Save to update the potential owner ee ee a To change owner of potentials in bulk 1 Click the Potentials tab 2 Inthe Potentials Home page go to the Potential List section and select the check boxes corresponding to the potentials You can also select all the potentials 3 Click the Change Owner button 4 Inthe Potentials Change Owner page select the user from the Select New Owner pick list and click the Update Owner button to change the owner of the potentials permanently A warning Potentials ownership will be changed to another user irrespective of its existing owner Use this operation carefully otherwise potentials belonging to different users will be changed to new user To overcome this problem first you may search the 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 potentials with a required owner name then change the owner in bulk Exporting Potentials Access Privilege Data Export permissions Occasionally it is very useful to export the potentials from the Zoho CRM system to a spreadsheet programs for further data analysis To export potentials to external sources 1 Click the Potentials tab 2 Inthe Potentials Home page un
140. ick the Cases tab 2 Inthe Cases Home page under Case Tools section click the Import My Cases button 3 In the Import My Cases Wizard page browse the Cases related data CSV XLS format and then click the Next button In the Fields Mapping page map the CSV XLS column header with case fields in Zoho CRM Click the Import button It will take a few seconds to complete the importation In the Cases Home page imported cases are displayed under the Cases List section You can continue the importation further or complete the operation Associating Cases with Other Records Access Privilege Read Write permissions 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 You can create a 360 degrees view of the Case to display all the associated details such as potentials cases open activities history of the completed activities attachments and notes To associate cases with other records 1 Click the Cases tab 2 Inthe Cases Home page under the Case List section select the required Case 3 Inthe Case lt Case Name gt page you can perform the following operations o Edit the Case details o Create activities such as events and tasks related to case o Attach documents and notes 4 Close the case page once all the required information is updated for the case Exporting Cases Access Privilege Data Export permission Occasionally it is very useful to export the cases from Zoho CR
141. iews You can perform the following operations in Contacts module e Navigate contacts e Search contacts Alphabetical or advanced search options e Create list views e Create contacts Form filling quick create or duplicate options e Import contacts from external sources e Associate contacts with other records e Send E mail to the contacts 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e Export contacts to other spreadsheets e Change contact owner individually or in bulk e View contact related reports e Print contact details e Delete contacts individually or in bulk e Customize contacts Navigating Contacts Access Privilege Read permission You can navigate contacts available in the Contact List To navigate contacts 1 Click the Contacts tab 2 Inthe Contacts Home page under the Contact List section select one of the views from Select View drop down list to display the list of accounts according to the type of the account For example Prospect Investor Reseller and others 3 Inthe Contact List section click the Start Previous Next or End links to access the respective list of contacts Searching Contacts Access Privilege Read permission You can search the contacts alphabetically or filling the required information in Search box To search contacts 1 Click the Contacts tab 2 Inthe Contacts Home page under the Contact Search s
142. ils page 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Customizing Zoho CRM You can customize the Zoho CRM user interface according to your organization wide business sales marketing support and inventory management process The customization includes the following e Renaming of tabs according to industry terminology e Modifying standard fields in various modules e Adding custom fields to various modules e Modifying the page layout e Modifying the related list views In Zoho CRM some of the standard fields pages related lists and modules tabs are provided for the benefit of administrators to jump start customization of the product You can customize these functions as per your business process Before working with customization you must collect your organization wide sales marketing support and inventory management requirements While planning for the product customization discuss with CRM users in your organization and understand their exact requirements before Zoho CRM implementation 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 In Zoho CRM you can perform the following operations in product customization module e Rename tabs e Create custom fields e Add modify pick list values e Customize page layout e Change tabs order e Change the related list order e Modify Default Custom Views 2007 Advent
143. ing files that are not useful for future reference 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 warning Deleting files is a destructive operation hence use this option judiciously To delete attachments 1 In any of the record details view under Attachments section click Del link 2 Inthe Confirmation dialog click OK to delete the note permanently Associating Notes with Records In Zoho CRM you can associate notes to the records by specifying the required details in a note List of Standard Note Fields In the Note Edit form you need to specify the note related information The following table provides descriptions of the various fields in the form Field Name Data Type Title Specify the subject of the note This is a Text box alphanumeric mandatory field 50 Body Specify details about the note Text Area 32 KB To create notes 1 In any of the record details view click the New Note button 2 Inthe Note lt gt page specify the note related information A note Title is a mandatory field Refer to the List of Standard Note related Fields section for more details 3 4 Click Save Deleting Notes Occasionally you may need to remove the unnecessary notes from the Zoho CRM system for a better user experience You may consider removing notes that are not useful for future reference 2007 AdventNet Inc All rights reserved November ZO
144. ion Hence you cannot control the Spam e All the leads are first assigned to the User selected in Web to Lead settings page The Lead Administrator can change the lead ownership to other users e To send automate replies to visitors select the required e mail template from the Web to Lead settings e The generated Web to Lead form contains only Web form related tags You have to customize the generated Lead form further to suite your Website requirements e Test the complete workflow of Web to Lead form before publishing in the Website Note For creating a lead Last Name and Company Name fields are mandatory If your Website visitors do not enter these fields lead with company name as Not Available is created To create Web to Lead form Click the Setup link In the Settings Home page under the Lead Settings section click the Web to Lead link In the Capturing Leads from Website page do the following Enable Web to Lead option for your organization Refer To configure Web to Lead settings section 5 Set up Custom Lead Fields in Web to Lead form Refer To add custom lead fields in Web to Lead form section 6 Generate HTML page as per your fields in the Web to Lead form Refer To generate HTML page for Web to Lead form section 7 The generated HTML page contains only the web form objects and minimal HTML tags Customize the web page according to your Website layout requirements 8 Publish the Web to Lead form in your Websit
145. ired information is updated for the vendor Nie Changing Vendor Owner You can change the owner of an individual vendor or a group of vendors To change owner of vendors individually 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Click the Vendors tab Inthe Vendors Home page select the vendor 3 Inthe Vendor lt Vendor Name gt page change the vendor owner from the Vendor Owner lookup field 4 Click Save to update the vendor owner Ne To change owner of vendors in bulk 1 Click the Vendors tab 2 Inthe Vendors Home page go to the Vendor List section and select the check boxes corresponding to the vendors You can also select all the vendors 3 Click the Change Owner button 4 Inthe Vendors Change Owner page select the user from the Assigned To pick list and click the Save button to change the owner of the vendors permanently Note Vendors ownership will be changed to another user irrespective of its existing owner Use this operation carefully otherwise vendors belonging to different users will be changed to new user To overcome this problem first you may search the vendors with a required owner name then change the owner in bulk Exporting Vendors Occasionally it is very useful to export the vendor details from Zoho CRM to Spreadsheet programs such as Microsoft Excel OpenOffice and others for further data analysis To export vendors to external sources
146. itional Information Zoho CRM ID gopals adventnet com Company Name Zoho Mobile Fax Website gt Address Information Copy Address gt Billing Street Jagar Vijayanagar velachery Shipping Street 11 Serathy Nagar YVijayanag Billing City Chennai Shipping City Chennai Billing State TN Shipping State TN Billing Country INDIA Shipping Country finora Saa a aS Billing Zip Shipping Zip eooos2 C C S gt Payment Mode Payment on wire Payment by Credit Card Payment by Cheque cance Subscription Order Details Activating Users You can activate deactivate users in your Zoho CRM system according to maximum number of permitted in your subscription In case you have added more users during evaluation and later decided not to subscribe for all the users you can deactivate some of the evaluation users otherwise some of the users cannot access the Zoho CRM system 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 To activate users 1 Click the Setup link 2 Inthe Setup page under the Subscription Manager section click the Users Activation link 3 Inthe Users List page click Edit 4 Inthe Users List page change the status of the users Active Inactive according to your subscription requirements 5 Click Save Viewing Order History All your previous orders are archived for a better visibility on your u
147. itional documents to the solution To attach documents with solution Click the Solutions tab In the Solutions Home page under the Solution List section select the required Solution In the Solution lt Solution Name gt page attach the documents Close the Solution page once all the required information is updated ae cee a Exporting Solutions Access Privilege Export permission Occasionally it is very useful to export the solutions from Zoho CRM to Spreadsheet programs such as Microsoft Excel OpenOffice and others for further data analysis To export solutions to spreadsheets 1 Click the Solutions tab 2 Inthe Solutions Home page under the Solution Tools section click the Export All Solutions button 3 Inthe File Download pop up dialog Click Save to save the solutions details in CSV file format Changing Solution Owner Access Privilege Read Write permission It may be very useful to change the owner of some of the solutions when there are changes in support organization You can change the owner of a single solution or multiple solutions To change owner of solutions individually 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Click the Solutions tab In the Solutions Home page select the solution In the Solution lt solution Name gt page click the Edit button In the solution lt solution Name gt page change the solution owner from the Solution O
148. itors section click the New button 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 4 Inthe Competitor page under Competitor Information section do the following o Competitor Name Specify the company name of the competitor This is a mandatory field o Website Specify the URL of the competitor website o Strengths Specify the strengths of the competitor s offering o Weaknesses Specify the weaknesses of the competitor s offering 5 Click Save Adding Contact Roles to Contacts Access Privilege Read Write permissions While prospecting you may need to contact different persons contacts to finalize the sales deal It is always better to know the contact s role in your prospecting organization so that always you have a right discussion with the right persons For example explaining about product price and discounts is always better with Financial Manager where as product features with the Product Manager This kind of approach helps you to negotiate with the prospecting organization in a better way and cut short the sales lead time To add contact roles to contacts 1 Click the Potentials tab 2 Inthe Potentials Home page under Potential List section select the required potential 3 Inthe Potential Details page under Contact Roles section list of contacts associated with potential are displayed Click the Add Role button 4 Inthe Contact Roles Mapping page for each contact sel
149. king with Contacts Introduction Contacts are people with whom you communicate either in pursuit of a business opportunity or for personal reasons In Business to Consumer B2C scenario contact is the most important information for acquiring customers where as in Business to Business B2B it is a part of the organization details with which you are doing business You can also create personal contacts that are not associated with any account A personal contact does not display as part of the account or business opportunity information Only you can see your personal contacts Contacts can be added to the Zoho CRM system by filling the contact form importing contacts from other Contact Management amp CRM applications synchronizing contacts from the Microsoft Outlook software or converting leads to contacts Contact information can include an address title phone numbers e mail address Birth date and other personal details of an individual The most important function of contacts module in the Zoho CRM system is they can be used for both customers acquisition as well as procurement of products from the vendors i e contacts can be related to accounts as well as vendors according to your business process Contacts Module contains the following e Contact List View e Page Navigation e Quick Create Contacts e Contact Reports e Contact Tools such as Import Export Mass Delete and Mass Transfer e Alphabetical Search e Custom V
150. l fields Also the related lists such as tasks events Z Note Once a lead is converted into potential lead status will be changed to Converted in Leads Home page Lead Conversion Rule While converting a lead to a potential first a new account and contact are created with the relevant lead data and then a new potential is created The following table provides descriptions of the various fields converted to account contact and potential optional during lead conversion Lead Field Converted To Salutation Contact Salutation First Name Contact First Name 2007 AdventNet Inc All rights reserved Last Name Company Designation Lead Source Industry Annual Revenue Assigned To Phone Mobile Fax E mail Skype ID Web site Lead Status Rating No of Employees Street City State Postal Code Country Custom Fields Lead Field ZOHO CRM USER MANUAL Converted To ontact Last Name Account Name ontact Designation Potential Lead Source Account Industry Account Annual Revenue Account Contact Potential Assigned To Account Phone ontact Phone ontact Mobile Account Fax ontact Fax ontact Amyl ontact Skype ID Account Web site Potential Status Potential Rating Account No of Employees Account Street ontact Street Account City ontact City Account State ontact State Account Postal Code ontact Postal Code Account Country ontact Country sers can add their
151. l rights reserved November ZOHO CRM USER MANUAL 29 2007 5 Click the Import button It will take a few seconds to complete the importation 6 Inthe Vendors Home page imported vendors are displayed under the Vendors List section You can continue the importation further or complete the operation Associating Vendors with Other Records Access Privilege Read Write permissions You can create a 360 degrees view of the vendor to display all the associated details such as products activities contacts and purchase orders e Products To add products that are purchased from vendor e Purchase Orders To create purchase orders for procuring products from the vendors e Open Activities To add new tasks and events e Closed Activities To track closed tasks and events e Attachments To add files to the vendor record e Contacts To add contacts related to vendors To associate Vendors with other Records Click the Vendors tab Inthe Vendors Home page under the Vendor List section select the required vendor 3 Inthe Vendor lt Vendor Name gt page do the following o Edit the Vendor details o Create Products See chapter lt No gt Managing Activities section for more details o Create Purchase Orders See chapter lt No gt Creating Emails and Creating Notes sections for more details o Create Contacts See chapter lt No gt Attaching Documents section for more details 4 Youcan close the Vendor page once all the requ
152. lect the required contact 3 Inthe Contact lt Contact Name gt page click the Print Preview button 4 Inthe Contact lt Contact Name gt page click the Print Page button to print the document Viewing Reports Access Privilege Read Write permissions You can directly access some of the standard reports pertaining to contacts from the Contacts Reports section By default the following reports are displayed under Contacts module e Contact Mailing List e Key Accounts e Accounts by Industry To view contact report 1 Click the Contacts tab Inthe Contacts Home page go to the Contacts Reports section 3 Click the required report link The report is displayed in Reports page which can be further customized as per your requirements For more details about reports customization refer to Chapter lt gt Working with Reports 68 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Deleting Contacts Access Privilege Read Write Delete permissions Rarely you may need to remove some of the unnecessary contacts which are moved from the existing account or not doing business with you for a long time This will help you manage your contacts in a better way You can delete contacts either individually or in bulk Note The deleted contacts are temporarily stored in Recycle Bin If required you can restore the deleted contacts again However if you delete contacts from Recycle Bin y
153. lete the operation Mi Associating Account with Other Records Access Privilege Read Write permissions You can create a 360 degrees view of the account to display all the associated details such as contacts potentials trouble tickets activities attachments and notes in a single view To associate account with other records 1 Inthe Account lt Account Name gt page update the following details 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Potentials To add potentials to the account Contacts To add contacts to the account Open Activities To add tasks and events meetings and calls to the account Closed Activities To display the closed activities Products To add products to the account Quotes To add quotes to the account Sales Orders To add sales orders to the account Invoices To add invoices to the account Attachments amp Notes To attach documents and notes to the account o Member Accounts To add other divisons or subsidiaries to the parent account 2 After updating the associated records you can move to the next record oO Oo oO o Oo O OO 6 Oo Exporting Accounts Access Privilege Data Export permission Occasionally it is very useful to export the accounts from Zoho CRM to Spreadsheet programs such as Microsoft Excel OpenOffice and others for further data analysis To export contacts to external sources 1 Click the Accounts tab In the Account
154. lick the Setup link present at the top right corner In the Setup page under Admin Settings section click the Users link In the Users page click the Edit link In the Edit User page select the Administrator role from the Role drop down list and click Save Now the standard user will become one of the System Administrators a ee 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Required Field s Edit User Details General Information First Name Nagarajan v LastName Dilip i Alias Dilip Zoho CRM ID dilip adventnet com Email dilip adventnet com Active Phone fitmmunitia eek uN Mobile Website Fax Date of Birth February 20 1973 Address Information Street State Country Locale Information Language English Country Locale India Time Zone GMT 5 30 India Standard Time Asia Calcutta Save Cancel Create Administrator User Activating Inactivating Users Occasionally in your organization the users roles may change or they may move to some other business units In this case you have to inactivate those users after changing records ownership to other users To inactivate users Log in to the Zoho CRM with System Administrator privilege Click the Setup link present at the top right corner In the Setup page under Admin Settings section click the Users link In Users pa
155. ll be processed once your payment is approved After downloading data from your Zoho CRM account you can back up periodically in your dedicated servers Data Export Guidelines e CRM Administrator must request for the data export from Zoho CRM account e After receiving the request Zoho CRM Representative will verify the request and send a confirmation email to CRM Administrator with payment details e After successful payment data will be uploaded to the Secured Zoho CRM File Server and notification email will be sent to the CRM Administrator within 8 hrs 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e After receiving the data export email CRM Administrator must log in to their Zoho CRM account and download the data within 48 hours File Format CRM data will be in the Comma Separate Value CSV format compressed in a single archive ZIP file CSV file can be opened in Text Editor or Spreadsheet program Data Backup Requisition Need Help Thus page helps you to request for complete CRM data export from your Zoho CRM Aft a dng CRM data you c k up n your Fie Servers as per you symem requirements Please note that dasta export facility is sva abie for both Professon Required Field s Step 1 crm dump request step No of Export Requests i2 amp Price per request USD 10 Total amount USD 120 Step 2 Contact Information of Administrator Your Name zohocrm
156. lowing table provides descriptions of the various fields in the form 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 List of Standard Purchase Order related Fields Field Name Subject ales Order Customer No Purchase Order Date Due Date Sales Commission Account Name tatus Account Name Assigned To roduct Details roduct uantity Unit Price List Price Total erms amp Conditions field is mandatory 50 Specify the customer identification number Text box alphanumeric if any 50 Specify the date on which purchase order is Dae Date created Select the due date Date Specify the commission to the sales person upon closing the deal purchase order has to be created Specify the status of the purchase order _ Check box Specify the account name to which the purchase order has to be created P Select the Zoho CRM user name to whom the purchase order handling duty is assigned Specify the billing address of the account or contact to which the purchase order has to be sent If you have selected the account or contact the billing address is automatically filled up Specify the shipping address of the account or contact to which the shipment has to be sent If you have already selected the account or contact the shipping address is automatically filled up Select the product name Select option Specify the number of units Numeric Integer
157. ls Access Privilege Read permission You can view a printable form and print the invoice details using browser s Print function To print invoice details Click the Invoices tab In the Invoices Home page under the Invoices List section select the required invoice In the Invoice lt Invoice Name gt page click the Print Preview button In the Invoice lt Invoice Name gt page click the Print Page button You can print the document using the Web browser print function 5 Save the invoice file PDF locally and send to your customer separately hata ae a Viewing Reports 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL Access Privilege Read Write permission You can directly access some of the standard reports pertaining to Invoices from the Invoice Reports section In addition to reports you can access one of the dashboards in Invoices module By default the following reports are displayed under Invoices module e Invoices by Accounts e Invoices by Status To view Invoice report 1 Click the Invoices tab 2 Inthe Invoices Home page under the Invoices Reports section click the required Report link 3 The Report is displayed in Reports page which can be further customized as per your requirements For more details about reports customization refer to Chapter 19 Working with Reports Deleting Invoices Access Privilege Read Write Delete permission Rarely you ma
158. lution section specify the mandatory details such as Solution Title Question and Answer 3 Click Save Solution details are displayed in the Solution lt Solution Name gt page where you can update the additional details or perform the additional operations To create duplicate solutions Click the Solutions tab In the Solution List view page select the Solution to be duplicated In the Solution lt Solution Name gt page click the Clone button In the Edit lt Solution Name gt page modify some of the Solution related details Click Save Solution details are displayed in the Solution lt Solution Name gt page where you can perform the additional operations H A D ES Importing Solutions Access Privilege Data import permission 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Administrator can import the solutions from other Help Desk and Knowledge Base applications O rips e Use the CSV XLS file format The import file should contain the header column to map the data with Zoho CRM Disable the Sort filter in import file In import file disable the filter option by Data Filter AutoFilter Before importing the solutions into Zoho CRM close the import file and the corresponding Spreadsheet program Remove apostrophe if present anywhere in the import file You can import a maximum of 1000 potentials in one import cycle To import solution f
159. mal GL Account Select the general ledger account Category Specify the category of the vendor Text box alphanumeric 40 Vendor Address Street City State Postal Code Country Description Specify any other details about vendor Text area long text To create vendors Specify the address of the vendor Click the New Vendor link Inthe Vendor page specify the vendor details Note Vendor Name is a mandatory field Refer to the List of Standard Vendor related Fields section for more details 3 Click Save to save the vendor details Di To create vendors instantly 1 Click the Vendors tab 2 In left hand side under the Quick Create section enter the mandatory details Vendor Name 3 Click Save Vendor details are displayed in Vendors Home page where you can update the additional details To create duplicate records of vendors 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Click the Vendors tab In the Vendor List view page select the vendor to be duplicated In the Vendor lt Vendor Name gt page click the Clone button In the Edit lt Vendor Name gt page modify some of the vendor details Click Save Vendor details are displayed in the Vendor lt Vendor Name gt page where you can perform the additional operations ol all le a a Importing Vendors Access Privilege Data Import permissions You can import vendor information from other le
160. mass transfer and delete cases e Quick Create pane e Search e Alphabetical Search e Custom Views e Change Owner e Delete e Page Navigation You can perform the following operations in Cases module 90 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e Navigate cases e Search cases Alphabetical or advanced options e Create List views e Create cases Form filling quick create or duplicate options e Associate cases with other records e Import cases individual Organizational e Change case owners individually or in bulk e Export cases e Print cases details e View case reports e Delete cases individually or in bulk e Customize cases e Capture cases from Website using Web to Case form e Track cases through Email Navigating Cases Access Privilege Read permission You can navigate cases available in the Cases List To navigate cases 1 Click the Cases tab 2 Inthe Cases Home page go to the Cases List section and select one of the views from Select View drop down list to display the list of Cases according to the priority of the Case For example Low Medium High and others 3 Inthe Cases List section click the Start Previous Next or End link to access the respective list of cases Searching Cases Access Privilege Read permission You can search the cases alphabetically or filling the required information in Search box To search cases 1
161. mber seni whom the campaign details has been sent ineen Description Specify additional details about the Text area 32KB campaign Currency N es Z lE ol z gz S ic Z D oO la o Q 5 se o e gg D n i Qu lt Qa o lt 1 Click the New Campaign link 2 Inthe Campaign page specify the campaign related information Note The Campaign Name is a mandatory field Refer to the List of Standard Campaign related Fields section for more details 3 Click Save Campaign details are displayed in Campaign lt Campaign Name gt page where you can perform the additional operations Refer to the Associating Campaigns with Other Records section for more details 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 To create campaigns instantly 1 Click the Campaigns tab 2 Inthe Quick Create left hand side bar section specify the campaign details such as Campaign Name Status Start Date End Date and Expected Revenue 3 Click Save Campaign details are displayed in Campaigns Home page where you can update the additional details To create campaigns from the existing campaign Click the Campaigns tab In the Campaign List view page select the Campaign to be duplicated In the Campaign lt Campaign Name gt page click the Clone button In the Edit lt Campaign Name gt page modify some of the Campaign de
162. me of the standard list 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 views are displayed You can only rearrange the order of columns and more columns 3 Inthe Create New View page do the following o Inthe View Information section specify name of the custom view in the View Name mandatory field The custom view name appears in the View drop down list You can also set the custom view as a default list view by selecting the Set as Default View check box o Inthe Specify Criteria section specify the filter criteria For more details refer to the Specifying List View Criteria section o Inthe Choose Columns section select the columns to be displayed in the List View For more details refer to the Selecting List View Columns section o Inthe Accessibility Details section select the users to whom custom list view has to be enabled For more details refer to the Enabling View Access section 4 Click Save The custom list view is displayed in the View drop down list Creating Leads Access Privilege Write permission In Zoho CRM system you can create leads by e Entering data manually into lead details form e Importing leads from external sources e Capture leads from Web site through Web to Lead form Note Some of the standard fields listed below may not be visible editable depending on your organization business process and field level security settings In case your organization
163. more details 3 Click Save to save the Price Book details Ne To import Price Book data 1 Click the Price Books tab 2 Inthe Price books Home page under Price book Tools section click the Import My Price Books or Import My Organization Price Books link according to your privilege 3 Inthe Specify Import File section browse the Price Book file XLS or CSV format and click the Next 4 Inthe Map Fields section map the XLS CSV file headers with the Price Book related fields 5 Inthe Confirm Mapping section check the mapped fields If you are OK with the mapping click the Import button 6 Inthe Import Summary page click the Go to Price book list button The imported data is displayed in the Price Books Home page Associating Products with Price Books You can associate products with Price Books to create different list prices for the same product To associate Product with Price Book Click the Price Books sub tab Inthe Price books Home page under the Price book List section select the required Price Book 3 Inthe Price book lt Price book Name gt page do the following o In Product List section click the Add Product button 2007 AdventNet Inc All rights reserved uP November ZOHO CRM USER MANUAL 29 2007 o In Add Products to Price Book page specify the List Price and select the products to be added to the Price Book o Click the Add to Price Book button to add the products to th
164. mplete the operation 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Zoho CRM Outlook Fields Mapping Contact Synchronization Field Mapping 1 First Name 4 T 4 Company Name 6 Business Telephone Number 7 Home Telephone Number 8 Other Telephone Number 9 Business Fax Number 10 Mobile Telephone Number 0 100 100 50 30 30 30 30 11 Assistant Name 50 30 50 250 30 30 30 30 250 30 30 13 Manager Name 14 Business Address Street 15 Business Address City 16 Business Address State 17 Business Address Postal Mailing zip Code 18 Business Address Country Mailing Country 19 Other Address Street 20 Other Address City 2007 AdventNet Inc All rights reserved 12 Assistant Telephone Asst Phone Number November ZOHO CRM USER MANUAL 29 2007 Zoho CRM Field Length in Zoho CRM 23 Other Address Country Other Country 24 Description 3000 Task Synchronization Field Mapping utlook Length in Zoho CRM 1 Subject 2 Due date 3 Start date me 5 Status 6 Description Zoho CRM Subject Start Date and Time End Date and Time Venue 5 Description Description 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Managing Subscriptions In Zoho CRM you can add the first three users free of cost From the FOURTH user onwards you have to subscribe for the service In the Subscription
165. n name returnURL value http www zohocrm com gt lt End Do not edit the section gt Otherwise leads submitted through Website will not be captured in Leads module due to authentication failure Approving Leads Captured through Website Access Privilege Web to Lead Permission By default leads captured through Website are assigned to one of the Lead Administrator who can update the leads with additional information and assign to the corresponding Sales Person in your organization It will allow your sales persons focus mainly on high priority leads lead contain correct contact information and interest on your offering To approve leads from Website Click the Setup link In the Settings Home page under the Lead Settings section click the Approve Web Leads link 3 Inthe Web to Lead Approval page under Web to Lead list leads are displayed View the lead details assign to specific user and click the Approve button Afterwards lead owner can follow up the lead eae 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Accounts Introduction In a typical Business to Business B2B scenario Account represents a Company or a Department within the company with which your Company is doing or planning to do business in future In an Account you can store the company address number of employees annual revenue and other details You can associate an
166. nced search options e Create new Sales Orders Form filling or duplicate options e Associate Sales Orders with other records e Print Sales Orders details e View reports e Delete Sales Orders individually or in bulk e Customize Sales Orders Navigating Sales Orders Access Privilege Read Write permission You can navigate sales orders available in the Sales Orders List 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL To navigate sales orders 1 Click the Sales Orders tab 2 Inthe Sales Orders Home page under the Sales Orders List section click the Start Previous Next or End link to access the list of sales orders Searching Sales Orders Access Privilege Read permission You can search the sales orders alphabetically or filling the required information in Search box To search sales orders 1 Click the Sales Orders tab 2 Inthe Sales Order Search section do one of the following o Specify the search criteria in Search box and click the Go button Or o Select one of the alphabetical search links 3 Inthe Sales Orders List page list of sales orders are displayed as per search criteria Creating Sales Orders Access Privilege Read Write permission In Zoho CRM you can store sales order details by entering data in sales order detail form note Some of the standard fields listed below may not be visible editable depending on your organization business process
167. nd contractors from which your company procures products and services They can be either direct manufacturers or resellers In Zoho CRM typical vendor selection process involves the following steps 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e Evaluate your business needs and create requirements document RFI RFP e Collect information about vendors from Trade Magazines Yellow Pages Advertisements referrals and other channels e Send RFI request for information to vendors and scrutinize the primary list of vendors based on their response to your RFI e Send RFP request for proposals to selected list of vendors e Evaluate vendors based on the response to your RFP and conduct vendor interviews and short list the vendors e Gather required information such as product details communication channel product delivery process and others from the short listed vendors e In Zoho CRM Vendors module create vendor information such as business address of the vendor contact information of the persons you are dealing with products supplied to be supplied purchase orders for the shipments activities related to vendors and others In addition you can also attach the important documents related to each vendor e Periodically update the vendors details and products purchased so that you can have a better visibility on your vendors suppliers for the future procurement The Vendor home page c
168. nder the Campaign Tools section click the Export All Campaigns button 3 Inthe File Download pop up dialog Click Save to save the Campaigns details in CSV XLS file format Changing Campaign Owner Access Privilege Read Write permission When the campaign is in progress occasionally it may be very useful to change the owner of some of the campaigns in a single step You can change the owner of an individual campaign or a group of campaigns To change owner of campaigns individually Click the Campaigns tab In the Campaigns Home page select the Campaign In the Campaign lt Campaign Name gt page click the Edit button In the Campaign lt Campaign Name gt page change the Campaign owner from the Campaign Owner lookup field 5 Click Save gue ill To change campaigns owner in bulk Click the Campaigns tab 2 Inthe Campaigns Home page go to the Campaign List section and select the check boxes corresponding to the Campaigns You can also select all the Campaigns 3 Click the Change Owner button 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 4 Inthe Campaigns Change Owner page select the user from the Select New Owner pick list and click the Update Owner button to change the owner of the Campaigns permanently warning Campaigns ownership will be changed to another user irrespective of its existing owner Use this operation carefully otherwise campaigns
169. ng Accounts Access Privilege Data Import permission You can import your accounts from other legacy Business applications to Zoho CRM to have a better centralized database 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 rips e Before importing accounts into Zoho CRM you must have the accounts details in CSV XLS file e You must have privilege to import the accounts into Zoho CRM e Before importing the accounts into Zoho CRM close the import file and the Spreadsheet program e Remove apostrophe if present in any place in the CSV file For example ABC s e You can import a maximum of 1000 accounts in one import cycle To import accounts 1 Click the Accounts tab 2 Inthe Accounts Home page under Account Tools section click the Import My Accounts or Import My Organization Accounts button Note Import link is displayed only if you have privilege to use Import feature Please contact your administrator in case these links are disabled 3 Inthe Specify Import File page browse the accounts related import file CSV XLS format and then click the Next button 4 Inthe Fields Mapping page map the CSV XLS column header with account fields in Zoho CRM Click the Import button It will take a few seconds to complete the importation 6 Inthe Accounts Home page imported accounts are displayed under the Accounts List section You can continue the importation further or comp
170. ng Attachments File attachments are documents such as Marketing Collateral Sales Quotes Orders Invoices SLA and others that can be associated to the CRM modules Notes are the electronic equivalent of paper sticky notes You can use the notes to write the questions reminders and anything you would write on notepaper These are useful for storing bits of information related to customers which you may need later Attachments and Notes modules are available as a related list under detail view of the record You can perform the following operations in Attachments and Notes modules e Attach Files to the Records e Delete Attachments e Associate notes with records e Delete Notes Attaching Files to the Records You can attach documents to the leads campaigns accounts contacts cases products vendors quotes orders and invoices Note You can upload a file of size less than 2 MB To attach files to the records 1 Select the record from the required module 2 Inthe Record Detail page under Attachments section click the New Attachment button 3 Inthe lt Module gt File Attachment page browse the file to be uploaded You can also add some description about the file 4 Click the Upload button The attached file is added under Attachments amp Notes list view Deleting Attachments Occasionally you may need to remove the unnecessary files from the Zoho CRM system for a better user experience You may consider remov
171. ng operations Synchronize Contacts Tasks and Calendar between Zoho CRM and Microsoft Outlook e Resolve conflicts during synchronization e Add customers related emails as cases in Zoho CRM e Modify the email message before adding to Zoho CRM 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Note Currently Zoho CRM Outlook Plug in supports Microsoft Outlook 2000 2002 2003 and 2007 versions only Configuring Zoho CRM Server Before adding or synchronizing Microsoft Outlook E mails and contacts to the Zoho CRM specify the Zoho CRM login details in Microsoft Outlook You can use the Outlook Plug in to connect the Zoho CRM On demand service To configure Zoho CRM login details 1 Start the Microsoft Outlook 2 Click the Zoho CRM gt Login menu 3 In Zoho CRM Login dialog specify your Zoho CRM login details Zoho CRM ID Enter the user name to log in to the Zoho CRM Password Enter the password for the user name o Remember Me Select the check box if you want to remember the login details o Click Login Option link to add the Zoho CRM URL You can select either On demand Service or Installed Zoho CRM Solution option and specify the exact URL of the service 4 Click Save to apply the changes Oo Oo Synchronizing Outlook Contacts with Zoho CRM Synchronization allows you to enter the customer specific contacts from Microsoft Outlook to Zoho CRM and vice a versa and update the inform
172. ng with Products Products can be either goods or services which are sold or procured by your organization In Zoho CRM you can manage your company wide products that are sold to the customers as well as procured from the vendors Hence both sales and purchasing departments can use the Products module effectively according to their department process In case your organization procures products from vendors and sell to customers with a markup both sales and purchase departments can coordinate in a better way Sales department can use the products module along with other modules such as leads accounts potentials quotes Sales Orders and Invoices where as purchasing department can use along with Vendors and Purchase Orders In general Product details page contains the product name manufacturer reseller name part numbers sales start end dates support start end dates price stock position and others The Products home page contains e Products List e Product Reports e Tools such as Import Export change owner and delete e Quick Create pane e Search e Alphabetical Search e Custom Views e Page Navigation You can perform the following operations in Products module e Navigate products e Search products Alphabetical or advanced search options e Create List views e Create new products Form filling quick create or duplicate options e Associate products with other records e Changing Product Owner individually or
173. ning The deleted sales orders are temporarily stored in Recycle Bin If required you can restore the deleted sales orders again However if you delete sales orders from Recycle Bin you cannot restore again To delete sales orders individually Click the Sales Orders tab In the Sales Orders Home page select the sales order to be deleted In the Sales Order lt Sales Order Name gt page click Delete In the Confirmation dialog click OK to delete the sales order permanently Pee S To delete sales orders in bulk Click the Sales Orders tab 2 Inthe Sales Orders Home page under the Sales Orders List section select the sales orders to be deleted using the Select check box 3 Click the Delete button 4 Inthe Confirmation dialog click OK to delete the selected sales orders permanently Customizing Sales Orders Access Privilege Customize ZohoCRM com permission Customization of the SO module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying SO page layout and show hide the related list views according to your Sales management process requirements 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL Working with Invoices Once the sales stage reaches to final stage you may start working on payment procedure In this regard Invoice plays a vital role which is very important for both Sales and Acco
174. nt New Pick list value Existing Pick List Values Cl Sort values alphabetically not in the order entered CI Use first value as default value save Cancel Customize Pick List Values To add modify pick list values Click the Setup link In the Setup Home page under lt Module gt Settings section click the Field List link 3 Inthe lt Module gt List page edit the field with data type Pick List For example Lead Source field in the Lead List page 4 Inthe Edit Pick List page add modify values in the Values list box Once you have updated the pick list values you can sort the values alphabetically and use the first values as the default pick list value 5 Click Save ma Example If you want to add modify or delete the pick list values for Lead Source field in Leads module 1 Click the Setup link 2 Inthe Setup Home page under Lead Settings section click the Field List link 3 Inthe Lead List page edit the Lead Source field 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 4 Inthe Edit Pick List page add modify values in the Values list box Once you have updated the pick list values for Lead Source you can sort the values alphabetically and use the first values as the default pick list value 5 Click Save warning If you delete modify any of the pick list values records associated with the values are changed to None and no longer use
175. nt SEMINar g Hint Currency Tradeshow a Field Values Cold Call For example values for Priorit 0 Date S fehi picklist field should be entered A Email eaoner sequentially as seen below Gee Phone 7 Data Type High a BPs Medium Low v URL aa sb Textarea Adding Custom Fields How many custom fields I can create in each module In each module you can add up to 120 custom fields The maximum number fields for each type are given below 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e text pick list multi select pick list email phone text area and URL fields 50 e integer percent and currency 15 e date field 10 e check box 10 e lookup 10 In the Setup New lt Module gt Edit form you need to specify the custom field related information The following table provides descriptions of the various fields in the form Field Type Text Integer Percent Currency Date Date amp Time E mail Phone Pick list Multi select Pick list Description To add Text type fields To add number type fields To add percentage type fields To add currency type fields To add date type fields To add date amp time combination fields To add E mail addresses type fields To add phone numbers type fields To add pick lists type fields To add pick lists with multiple selection of values Fields Label Specify the field name Lengt
176. ntNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Leads Introduction Businesses consider Lead management as one of the important activities in their organization wide sales amp marketing process Leads are raw details about individuals or representatives of organizations collected from trade shows seminars advertisements purchasing from external sources and other marketing campaigns These are used to qualify a particular individual or organization to next stage of your sales process so that you can sell your products services to them in future Sometimes leads may not be interested to purchase specific products services but may be useful as referral to sell other products in future The terminology related to lead management may differ across the industries but the basic process is approximately same You can use Leads module if you have a well defined lead management process in your organization In Zoho CRM lead contains a combination of company person and business opportunely potential details You can use Zoho CRM for managing both Business to Business B2B and Business to Consumer B2C scenarios In B2B scenario company name can be made mandatory where as in B2C company name can be optional For more details on customizing Zoho CRM for B2C refer to Zoho CRM for B2C tutorial Typical Lead Management Process 1 Customize lead related fields in lead page according to your organization
177. ntrol Panel click the Add Remove Programs icon In the Add Remove Programs dialog select the Zoho CRM Outlook Plug in and click the Remove link It will take a few minutes to uninstall the Zoho CRM Outlook Plug in po Activating Outlook Plug in in Zoho CRM Access Privilege Administrator New User Sign up for Zoho CRM account from http crm zoho com crm signup sas 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Features Pricing Help Forums Blogs Partners Zoho Home Call Toll Free 1888 900 9646 Customizable secure complete end to end CRM Sign up Now Login Name gopal zoho com should be an email Password eo min 6 char Verification Code KF Characters are case sensitive Agreement X agree to the Terms of Service amp Privacy Policy Existing User After logging in to Zoho CRM activate your Outlook Account from Setup gt Subscription Manager gt User Activation page Users List Setup gt Subscription Manager gt User Activation Name Zoho CRM ID Role User Status Outlook plugin zohocrm zohocrm zohocrm com Administrator a Rishi Krishnan rishi123 qmail com Dummy oO o Peter parthaabc gmail com Contractor o Sundaram rajeshsundaram gmail com MyNewRole oO Select Outlook Plugin Check Box Save Cancel Working with Outlook Plug in Using the Zoho CRM Outlook Plug in you can perform the followi
178. numbers against quotas probabilities plans etc which helps organization to fine tune the organization level sales process For sales mangers forecast feature provides an overall picture of company sales pipeline as well as those of each individual sales staff performance Sales Representatives can use forecasting to meet exceed quotas assigned to them and in turn increase company profits Note In Zoho CRM you cannot consolidate the individual sales persons forecasts and provide the organization wide forecast You can perform the following operations in Forecasts module e Navigate forecasts e Search forecasts Alphabetical or Advanced search options e Create list views e Create new forecasts Form filling quick create or duplicate options e Associate forecast with other records e View forecast reports e Delete forecasts individually or in bulk Navigating Forecasts Access Privilege Read permission You can navigate the forecasts according to the status of the forecasts To navigate forecasts 1 Click the Forecasts tab In the Forecasts Home page under the Forecast List section select one of the views from Select View drop down list to display the list of forecasts according to the status of the forecasts For example Contacted Hot Won and others 3 Inthe Forecast List section click the Start Previous Next or End links to access the respective list of forecasts Searching Forecasts
179. o Add files and notes 4 Youcan close the purchase order page once all the required information is updated for the purchase order 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Printing Purchase Order Details Access Privilege Read permission You can view a printable form and print the purchase order details using browser s Print function To print purchase order details 1 Click the Purchase Orders tab 2 Inthe Purchase Orders Home page under the Purchase Orders List section select the required purchase order 3 Inthe Purchase Order lt Purchase Order Name gt page click the Printable View button 4 Inthe Purchase Order lt Purchase Order Name gt page click the Print Page button to print the document Viewing Reports Access Privilege Read Write permission You can directly access some of the standard reports pertaining to purchase orders from the Purchase Orders Reports section By default the following reports are displayed under Purchase Orders module e Vendors Vs Purchases e Contacts Vs Purchases e Purchase Orders by Status To view purchase order report 1 Click the Purchase Orders tab 2 Inthe Purchase Orders Home page under the Purchase Orders Reports section click the required report link 3 The report is displayed in Reports page which can be further customized as per your requirements For more details about reports customization refer to Chap
180. o the Report Scheduler fields table and click the Save button Deleting Reports Periodically you may delete some of the unnecessary custom reports To delete reports 1 Click the Reports tab 2 Inthe Reports home page select the report to be deleted and click the Del link The selected report is deleted 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Frequently Asked Questions Q1 What types of reports are available Ans You can create three types of reports namely Tabular Summary and Matrix types of reports Q2 How to view reports Ans All the standard and custom reports are available in Reports Home page You can select the specific reports by clicking the Report link under Report folders Q3 Can I store all my personal reports in a folder Ans Yes you can store all your personal reports in a folder which can be viewed only by you and users with System Administrator privilege If required you can also make report folders publicly visible to other users in your organization Q4 Can I schedule my reports and send to my colleagues periodically Ans Yes you can schedule reports delivery After scheduling reports are sent to the recipients e mail ID with a link to access the specific report from the Zoho CRM Reports module You can also send the PDF document to the recipients For more details on scheduling reports refer to the Scheduling Reports section Q5 Why
181. ocale infarmation Currency Locale O mt J Enpliree Court Mes Campsiga Mew isad Mew Aimant Ses Canisa Mew Poteriai Mow Meewcast Mis werdor Mew Pash 2obo com Desoghen pareat parore abot 1 Tax ti s25 924 9590 Mtie AAA ahr eines com S200 Frankie Dr 5eite 115 cer cA ze usa Ued States cee ic mm crm Upload your Company Logo D Jaa 1 925 924 9600 Ploesesten ssr 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL After Personalization of Company Logo oa New Company Logo H Sebccriptions O Skiss H Feedback K Setup Y elp x Leqout gapalezobe com e ampaigrs Leads iosta ts Accownts Potentials Actreities hegorts Dashboerds 1 Persenal Settings Rev Carrmatar Mew Lead New Cortot Mev Aspera Mew Potevtal Mew Tash Mew Breet ay Renpele Br Admin Settings Company Detal iara He Company Intormetion Seeroany Orais IS Nime Zoho CHM Desereben No Description Customize Search Primary Coresa dshi zabo com alias P pata Anebytcs Employes Court 1 fax Tab Sestines Mare Noble Webste Contact settions Address Istermetion Campatan Settinay State De Tash Setnas Cartre Case Settings Locale information m Currency Locale United States Company Looe yender Settings Company Logs t Price Doek Settings ey Om Bones Qai How to personalize company logo 1 Log into Zoho CRM with Administrator
182. oducts in bulk 1 Click the Products tab 2 Inthe Products Home page under the Products List section select the products to be deleted using the Select check box 3 Click the Delete button 4 Inthe Confirmation dialog click OK to delete the selected products permanently Customizing Products Access Privilege Customize ZohoCRM com permission Customization of the Products module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying Product page layout and show hide the related list views according to your Product catalog management process requirements 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Price Books Price Books are used for selling products at different prices based on the agreement terms with a particular type of customer For each customer you can sell the same product at different prices There are two key prices in Price Book one is Unit Price and other List Price Unit Price is a fixed price of the product decided by manufacturer which cannot be changed List Price is the sellers price The manufacturer resellers may sell the product with different prices to their resellers customers These variable prices for the same product are called as List Prices The List Prices may vary according to the manufacturer s understanding with the reseller customer The Price Book home page contains
183. odules Leads Accounts Contacts Cases and others to be displayed in users work area To create records in a module To modify records in a module To delete records in a module To import records pertaining to the individual users You can enable disable import permission for the Leads Accounts Contacts Potentials Campaigns Cases Solutions Products Price Books Vendors and Attachments To import records pertaining to the organization wide users You can enable disable import permission for the Leads Accounts Contacts Potentials Campaigns Cases Solutions Products Price Books Vendors and Attachments To export records pertaining to the organization wide users You can enable disable export permission for the Leads Accounts Contacts Potentials Campaigns Cases Solutions Products Price Books and Vendors 2007 AdventNet Inc All rights reserved Field Name Mass Transfer Mass Delete Report Permissions Manage Reports amp Dashboards Schedule Reports Admin Permissions Manage Users amp Roles Change Owner Data Migration View Users Information Customize Zoho CRM General Permissions Mail Server Configuration Export Users Export Notes Export Competitors Import My Attachments Import My Organization Attachments Convert and Merge Leads Mass Change Status Leads Approve Web Leads Web To Lead Manage Lead Assignment Rule Mass Email Leads Mass Email Contacts Web To Case Nov
184. of 10 MB disk space e Operating Systems Windows 2000 XP 2003 e Software Microsoft Outlook 2000 2002 2003 2007 and Internet Explorer 6 Internet Explorer 7 Installation Prerequisites e You must have administrator privileges on the system e You must have valid login details to connect Zoho CRM server e Microsoft Outlook must be stopped before installing the Outlook Plug in Installing Zoho CRM Outlook Plug in 1 Log in to your Zoho CRM account 2 Download the Zoho CRM Outlook Plug in from the Setup gt Personal Settings gt Outlook Plug in page 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 a Download Outlook Plugin Run the ZohoCRM_Outlook_Plugin exe In the Welcome to the Installation Wizard dialog click the Next button In the License Agreement dialog read the license agreement and click the Yes button if you accept the license agreement 6 In the Directory Choose Destination Location dialog browse the directory By default the destination directory is C AdventNet ZohoCRM Outlook Plug in in which you want to install Zoho CRM Outlook Plug in and click the Next button Zoho CRM Outlook Plug in installation will take a few seconds 7 Inthe Installation Completed dialog click the Finish button to complete the installation ae p Uninstalling Zoho CRM Outlook Plug in Stop the Microsoft Outlook if it is running Select Start gt Settings gt Control Panel In the Co
185. om smith hotmail com Save Cancel Schedule Reports In the Scheduler Configuration page you have to configure the schedule reports The following table provides various field names in scheduling reports Field Name eea Specify the scheduler name Mandatory field ame Select Report Select the report from the drop down list Mandatory field Active Specify the scheduler status Checkbox FJA 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name Mandatory field The standard Start Date Specify the start date of the scheduling the report teloni dd yy i Specify the time at which the report has to Mandatory field The standard Start Time n generated and sent to the recipients time format is hh mm Specify the frequency of the reports scheduler from the drop down list You can select one of the options Daily weekly monthly yearly or specified time By default the logged in user s name is selected You can also send the report to the other users by specifying the e mail IDs Drop down list Specify the e mail IDs separated by comma To setup report scheduler 1 Click the Reports tab 2 Inthe Reports home page click the Reports Scheduler button 3 Inthe Scheduled Reports page existing schedulers are displayed under the Scheduled Reports List section Click the New Report Scheduler button 4 Inthe New Report Schedule page specify the values Refer t
186. omer Support became an integral part of the organizations business process Customer Support is becoming an important activity in retaining all types of products and service industries In general cases trouble tickets are used to capture the customer feedback on various types of problems arises after purchasing product service from your company Sometimes customers may provide some good feature requests which can be useful during future product service enhancements Typical Case Management Process 1 Customize the fields in Case page according to your organization Customer Support process You may use the existing fields disable some of the fields or add new custom fields 2 Setup case generation process by filling the Case form importing cases data from external sources or capturing cases directly from Website using Web to Case form Assign cases to the correct users using the workflow rules Follow up cases until resolutions are sent to the customers Once the resolution is working fine add the solution to the publicly accessible Solutions module for future reference Ci Da In Zoho CRM cases can be generated through telephone E mail or Website In addition you can also generate cases from customer specific E mails in Microsoft Outlook using the Zoho CRM Outlook Edition Refer to Chapter 28 Working with Outlook Edition The Cases home page contains e Cases List e Case Reports e Tools such as Import Export
187. ontains e Vendors List e Vendor Reports e Tools such as Import Export mass transfer and delete vendors e Quick Create pane e Search e Alphabetical Search e Custom Views e Change Owner e Delete e Page Navigation You can perform the following operations in the Vendors module e Navigate vendors e Search vendors Alphabetical search options e Create List views e Create vendors Form filling quick create or duplicate options e Import vendors e Associate vendors with other records e Change vendor ownership individually or in bulk e Export vendors e View reports e Print vendors details 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e Delete vendors individually or in bulk e Customize Vendors Navigating Vendors Access Privilege Read permissions You can navigate vendors available in the Vendors List To navigate vendors 1 Click Vendors tab 2 Inthe Vendors Home page under the Vendors List section click the Start Previous Next or End link to access the list of vendors Searching Vendors Access Privilege Read permissions You can search the vendors alphabetically or filling the required information in Search box To search vendors 1 Click the Vendors tab 2 Inthe Vendors Home page under the Vendor Search section do one of the following o Specify the search criteria in the Search field and click the Go button Or o S
188. ort Permissions Admin Permissions General Permission 7 Refer to the List of system level access control functions table 8 Click Save to apply the changes to the role Mi o0000 0 0 Managing Field Level Access You can also control the access to certain fields for the roles This will ensure granular security and users can see the fields that are relevant to their job For example Sales Stage and Amount fields in Potentials module may not be required for a person looking at customer support Similarly Status of the cases can be hidden for the users other than customer support 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 persons Users with System Administrator privilege can manage the field level access control lists Field Level Security Select fields that you like to set access for a particular role Roles Administrator V Modules List Leads A Lead Fields List _Save Field Name Visibility Lead Owner M Company First Name Last Name Designation Email g K Phone K Fax K Mobile K website K Lead Source Lead Status Industry AF Manage Field level Access Control Haw To manage field level access control list 1 Click the Setup link 2 Inthe Setup page go to the User Management section and click the Field Level Access Control link Under the Field Level Access Control section module specifi
189. ory list list Select the category of the Case from the drop down Displays the name of the contact Select the name of the contact who submitted the rn Lookup Text box Alphanumeric 255 Pick list Pick list Pick list Lookup SEA 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name Data Type Case Select the type of problem It can be a general question feature request or real issue in your Pick list product service Select the source from which the case has been generated You can select Email Phone or Website If you select Email you must specify the Email ID of the customer Specify the Email ID of the contact hone Specify the phone number of the customer Textbox ase Reason Specify the reason for the case ick list comments case resolution Description _ Specify complete details about the case Text Area 32 KB omments Specify follow up notes about case Text Area 32 KB To create cases ui Q 1 Click the New Case link 2 Inthe Case page enter the details Note Case Title is a mandatory field Refer to the List of Standard Case related Fields section for more details 3 Click Save to save the Case details Case details are displayed in Case lt Case Name gt page where you can perform the additional operations Refer to the Associating cases with Other Records section for more details To create cases instantly
190. ote Name Account Name and Quote Stage You can also search quotes alphabetically To search quotes 1 Click the Quotes tab 2 Inthe Quotes Home page under the Quote Search section do one of the following o Enter the search criteria in Quote Name Quote Code and Qty Unit and Unit Price and click the Search button Or o Select one of the alphabetical search links 3 Inthe Quotes List page list of quotes are displayed as per search criteria Creating List Views Access Privilege Read Write permission In the Quote List you can create modify delete the custom views sort columns in the list view ascending descending order search the records available in the current list view In addition you can modify some of the columns in standard list views By default the following standard list views are available in the Quotes module e All Quotes e My Quotes Note User created list views are displayed under User Created Views category in View drop down list To create custom views 1 Click the Quotes tab 2 Inthe Quotes Home page under Quote List section click the Create View link Z Note Under the Quote List section some of the standard list views are displayed You can only rearrange the order of columns Ea 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 and more columns 3 Inthe Create New View page do the following o Inthe View Information section specify name of
191. otes are temporarily stored in Recycle Bin If required you can restore the deleted quotes again However if you delete quotes from Recycle Bin you cannot restore again To delete quotes individually Click the Quotes tab In the Quotes Home page select the quote to be deleted In the Quote lt Quote Name gt page click Delete In the Confirmation dialog click OK to delete the quote permanently eae ae a To delete quotes in bulk 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Click the Quotes tab 2 Inthe Quotes Home page go to the Quotes List section and select the quotes to be deleted using the Select check box 3 Click the Delete button 4 Inthe Confirmation dialog click OK to delete the selected quotes permanently Customizing Quotes Access Privilege Customize ZohoCRM com permission Customization of the Quotes module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying Quotes page layout and show hide the related list views according to your Sales process requirements 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Purchase Orders Purchase Order is an order placed for procuring products or services from your short listed vendors In general PO contains the PO number date line items products including the quantities and pri
192. ou cannot restore again To delete contacts individually Click the Contacts tab In the Contacts Home page select the contact to be removed In the Contact lt Contact Name gt page click Delete In the Confirmation dialog click OK to delete the contact permanently Pie eS To delete contacts in bulk 1 Click the Contacts tab In the Contacts Home page under the Contact List section select the contacts to be removed using the Select Contacts check box first column 3 Click the Delete button 4 Inthe Confirmation dialog click OK to remove the selected contacts permanently Customizing Contacts Access Privilege Customize ZohoCRM com permission Customization of the contacts module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying contacts page layout and show hide the related list views according to your Contact management process requirements 69 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Opportunities In any sales organization potentials are the most important records to generate the real revenue for the organization In a typical B2B organization all the potentials have to undergo a complete sales cycle which start with identifying the hot prospect and end with sales won or lost The in between sales activities that has to be completed are sending product information to potent
193. ount details using browser s Print function To print account details Click the Accounts tab In the Accounts Home page under the Account List section select the required account In the Account lt Account Name gt page click the Print Preview button In the Account lt Account Name gt page click the Print Page button to print the document Pae ai Viewing Reports Access Privilege Read Write permissions You can directly access some of the standard reports pertaining to accounts from the Account Reports section By default the following reports are displayed under accounts module e Contact Mailing List e Key Accounts e Accounts by Industry To view account reports 1 Click the Accounts tab 2 Inthe Accounts Home page go to the Account Reports section 3 Click the required Report link The Report is displayed in Reports page which can be further customized as per your requirements For more details about reports customization refer to Chapter lt gt Working with Reports Deleting Accounts Access Privilege Read Write Delete permissions 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Rarely you may need to remove some of the unnecessary accounts customers from the Zoho CRM database to have a better control over the existing accounts You can delete accounts that are not useful individually or in bulk All the deleted accounts are stored in Recycle bin If
194. own list You can also set the custom view as a default list view by selecting the Set as Default View check box 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 o Inthe Specify Criteria section specify the filter criteria For more details refer to the Specifying List View Criteria section o Inthe Choose Columns section select the columns to be displayed in the List View For more details refer to the Selecting List View Columns section o Inthe Accessibility Details section select the users to whom custom list view has to be enabled For more details refer to the Enabling View Access section 4 Click Save The custom list view is displayed in the View drop down list Creating Cases Access Privilege Read Write permissions In Zoho CRM you can create cases by e Entering data manually into case details form e Importing cases from external sources e Capture cases from Website through Web to Case form e Adding customer specific e mail message as case from Microsoft Outlook to Cases module In the Case Edit form you need to specify the case related information The following table provides descriptions of the various fields in the form List of Standard Case related Fields Field Name Data Type Number ase Number Subject Priority Q U Q ot S z a e 3 wn x ae gt e ale se o lt lt the Case is assigned mandat
195. own custom fields To convert leads to other sales records eS 5 Click the Leads tab In the Leads Home page select the lead to be converted In the Lead lt Lead Name gt page click the Convert Lead button In the Convert Lead lt Lead Name gt page enter the following details o Assigned To Select the user name November 29 2007 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 o Account Name Display the company name This field is non editable o Potential Name Specify the potential name o Potential Close Date Specify the potential closing date or select the date from the pop up Calendar 5 Click Save Mapping Custom Fields Access Privilege System Administrator permission By default all the standard lead fields are mapped with the corresponding account contact and potential To map lead fields with other records Click the Setup link In the Setup page expand the Lead Settings section and click the Fields link In the Lead Fields page click the Map Custom Fields button In the Map Lead Custom Fields page custom fields are displayed under Lead Custom Fields column EH PD Changing Lead Status Access Privilege Read Write permission When the prospecting is in progress it may be very useful to change the status of some of the leads in a single step Lead status is customizable and your administrator has already configured the Lead Status
196. p Home page under Potentials Settings section click the Stage Probability Mapping link 3 Inthe Stage Probability Mapping page do the following o Add the Sales Stage and the corresponding Probability of closing the sales deal o Delete Sales Stage and assign the existing Probability to another Sales Stage value o To modify the existing Sales Stages use the Replace option 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 4 Click Save To map sales stage and forecast type 1 Click the Setup link 2 Inthe Setup Home page under Potentials Settings section click the Stage Probability Mapping link 3 Inthe Stage Probability Mapping page do the following o Add the Sales Stage and the corresponding Forecast Type o Delete Sales Stage and assign the existing Forecast Type to another Sales Stage value 4 Click Save To map sales stage and forecast category 1 Click the Setup link 2 Inthe Setup Home page under Potentials Settings section click the Stage Probability Mapping link 3 In the Stage Probability Mapping page do the following o Add the Sales Stage and the corresponding Forecast Category o Delete Stage Stage and assign the existing Forecast Category to another Sales Stage value 4 Click Save 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Forecasts Forecasting provides real time insight for tracking the sales
197. permission Occasionally you may need to remove some of the unnecessary Campaigns from the Zoho CRM system for a better user experience You may consider removing Campaigns that are not useful for future reference Note The deleted campaigns are temporarily stored in Recycle Bin If required you can restore the deleted campaigns again However if you delete campaigns from Recycle Bin you cannot restore again To delete campaigns individually Click the Campaigns tab In the Campaigns Home page select the Campaign In the Campaign lt Campaign Name gt page click the Delete button In the Confirmation dialog click OK to remove the Campaign permanently a aa To delete campaigns in bulk 1 Click the Campaigns tab 2 Inthe Campaigns Home page go to the Campaign List section and select the check boxes corresponding to the Campaigns to be removed 3 Click the Delete button 4 Inthe Confirmation dialog click OK to remove the selected Campaigns permanently Customizing Campaigns Access Privilege Customize ZohoCRM com permission 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL Customization of the campaigns module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying campaign page layout and show hide the related list views according to your Campaign management process requirements 2007 Adve
198. products in a specified timeframe at a predefined price Your customers can place orders within the stipulated period validity date that has been specified in the quote otherwise you may cancel the quote or send a new quote extending the timeframe In general Sales Quote contains the Quote number date line items products including the quantities and prices based on your Price Books Terms amp Conditions and others In Zoho CRM you can create a quote directly from the potential or from the account page The Quotes home page contains e Quotes List e Quote Reports e Quick Create pane e Search e Alphabetical Search e Custom Views e Page Navigation You can perform the following operations in Quotes module e Navigate quotes e Search quotes Basic or alphabetical options e Create List views e Create new quotes Form filling or duplicate options e Associate quotes with other records e Print quotes details e View reports e Delete quotes individually or in bulk e Customize Quotes Navigating Quotes You can navigate quotes available in the Quotes List To navigate quotes 1 Click the Quotes tab 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 2 Inthe Quotes Home page under the Quotes List section click the Start Previous Next or End link to access the list of quotes Searching Quotes You can search the quotes with basic details such as Subject Qu
199. r and then use a good quality printer to print the labels Zoho CRM Print Mailing Labels function helps you to print mailing labels based on the existing customer data You do not require any additional software except Zoho CRM account and a good quality laser printer plead thet Print Mailing Labets Windows Internet Explorer view Meling Labels v Ede http crm mho comlamy ShowSelectedCustoniview d Ben slinglabelatruc ncd Jee sadsie angie rtd ringene Suluistien toed meme Address Label Printer Edt Del line Glenn rn _ a Edt Del Else Pet Senatn James i Johnson Jr Delbert orden Smt Electric Co Demert Jehrsor Jr Eat Del Pures A 4426 Cari Ct PO Sex 282 Huntington Hurrcare oO Sat Da Sat Del Sat Del Z t Del Johnson David Jamison Jim nmsor cine t Electrical Contractors 102 Fort Varte Re Macds Ge o n l m D zj 4 Z a a R R maand danei f K wh r james Whaa dema 5 Watter Jerry Knight Jace Jerry s Electric yeas AR 4 Be Crouch Jim Hee eee Neal Laccrerce Jamison Jr Jarrett F Change Owner J tre Jarmisoe Electrical Constr Ce PO st 636 Farmert Rs Margartown To print mailing labels from leads 1 Click the Leads tab 2 In the Lead List view select the Mailing Labels view 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 3 Inthe Lead List view increase the Records per page to 50 select the leads an
200. rate user edition by adding additional users Once second user is added in your system Company Information link is enabled where you can specify your company information The company information is the centralized location where you can specify your organization related information such as company name number of employees address date currency time zone and other details In addition the company information is used to display the address details in printer friendly Quotes Orders and Invoices 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL Edit Company Details gt Company Details Required Field s Company Name AdventNet Alias Gopal Employee Count Description No Description Phone 1 925 924 9500 Mobile Website www adventnet com Fax 1 925 924 9600 Primary Contact gopals adventnet com Address Information Street 5645 Gibralter Drive City Pleasanton state CA SS i Country USA Locale Information Currency Locale United States i x gt Company Logo Company Logo A Note Company logo will be best viewed in the dimensions of 188 80 pixels The file format should in jpeg or jpg or png or gif ave cance Company Information November 29 2007 In the Company Information form you need to specify your company related information The following table provides descriptions of the various fields in the form List of Company related
201. reate users ZOHO CRM USER MANUAL November 29 2007 Description Data Type Specify the other name of the user Text box Specify the login name of the Zoho CRM user This isa mandatory field Esch ist Specify the status of the user By default the status is active If required the System Administrator can Check box deactivate the user so that user cannot access the Zoho CRM system Select the user role for example Administrator Pick list Standard User and others This is a mandatory field Specify the official E mail ID of the user This is a mandatory field PSL Specify the website URL of the user URL Specify the official phone number of the user Pick list Specify the mobile phone number of the user Text box integer value Specify the FAX number of the user Text box Select the date of birth of the user from the mm dd yyyy Dasto drop down list Specify the primary address of the Zoho CRM user Text box Specify the name of the city where the user lives Text box Specify the name of the state where the user lives Text box Specify the postal code of the user s address Text box integer value Specify the name of the user s country Text box Select the language Currently only English language is Pick list supported This field is a mandatory field Select the country locale to specify your date format Pick list This field is a mandatory field Select the time zone in which you are working This Pick list field is a mandatory fiel
202. rently skype ID can be in the range of 6 to 32 characters Specify the Web site of the lead Select the status of the lead from the drop down list Select the rating of the lead from the drop down list Specify the number of employees in lead s company Specify the street address of the lead Specify the name of the city where the lead lives Specify the name of the state where the lead lives Specify the postal code of the lead s address Specify the name of the lead s country Specify any other details about the lead 29 2007 Text box Alphanumeric 80 Text box Alphanumeric 100 Text box Alphanumeric 50 Pick list Pick list Text box decimal value 19 Pick list Text box Alphanumeric 50 Text box Alphanumeric 50 Text box Alphanumeric 50 E mail 100 50 characters URL 50 Pick list Pick list Text box integer value 50 Text box Alphanumeric 250 Text box Alphanumeric 30 Text box Alphanumeric 30 Text box integer value 30 Text box Alphanumeric 30 Text area long text 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Creating Leads Individually You can create leads manually whenever there are very less number of leads For example you might have met a person in travel and in normal chat he she has shown some interest in your product service After that you have exchanged business cards and were asked to contact him her lat
203. required you can restore the accounts However if you delete the records from Recycle Bin your records will be deleted permanently hence use this option carefully While deleting the accounts the related activities notes and attachments are also deleted warning The deleted accounts are temporarily stored in Recycle Bin If required you can restore the deleted accounts again However if you delete accounts from Recycle Bin you cannot restore again To delete accounts individually 1 Click the Accounts tab 2 Inthe Accounts Home page select the account 3 Inthe Account lt Account Name gt page click Delete 4 Inthe Confirmation dialog click OK to delete the account permanently To delete accounts in bulk 1 Click the Accounts tab 2 Inthe Accounts Home page under the Account List section select the check boxes corresponding to the accounts to be removed 3 Click the Delete button 4 Inthe Confirmation dialog click OK to delete the selected accounts permanently Customizing Accounts Access Privilege Customize ZohoCRM com permission Customization of the accounts module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying accounts page layout and show hide the related list views according to your Account management process requirements 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Wor
204. rocess requirements Activities 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Activities play an important role in daily business operations Activities can be either time bound calendar events such as meetings seminars appointments etc or status bound tasks such as send status report to manager send e mail to customer etc In Zoho CRM most of the records have activities as a related list for a better 360 degrees view You can associate activities with modules such as leads accounts contacts potentials campaigns etc You can perform the following operations in Activities module e Navigate activities e Search activities e Manage tasks e Manage events e Delete activities e Customize activities Navigating Activities You can navigate activities from the Activity List To navigate activities Click the Activities tab In the Activities Home page under the Activity List section select Tasks or Events from the View drop down list to display the list of tasks or events respectively 3 Inthe Activity List section click the Start Previous Next or End link to access the respective list of activities See Searching Activities You can search the activities alphabetically or filling the required information in the Search box To search activities 1 Click the Activities tab In the Activities Home page under Find Activities section specify the search criteri
205. roducts 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Note User created list views are displayed under User Created Views category in View drop down list To create custom views 1 Click the Products tab 2 Inthe Products Home page under Product List section click the Create View link Z Note Under the Product List section some of the standard list views are displayed You can only rearrange the order of columns and more columns 3 Inthe Create New View page do the following o Inthe View Information section specify name of the custom view in the View Name mandatory field The custom view name appears in the View drop down list You can also set the custom view as a default list view by selecting the Set as Default View check box o Inthe Specify Criteria section specify the filter criteria For more details refer to the Specifying List View Criteria section o Inthe Choose Columns section select the columns to be displayed in the List View For more details refer to the Selecting List View Columns section o Inthe Accessibility Details section select the users to whom custom list view has to be enabled For more details refer to the Enabling View Access section 4 Click Save The custom list view is displayed in the View drop down list Creating Products Access Privilege Read Write permission In Zoho CRM you can store product details by entering data in produ
206. rom external sources 1 Click the Solutions tab 2 Inthe Solutions Home page under Solution Tools section click the Import My Solutions button 3 Inthe Import My Solutions Wizard page browse the solutions related data CSV XLS format and then click the Next button 4 Inthe Fields Mapping page map the CSV XLS column header with solution fields in Zoho CRM Click the Import button It will take a few seconds to complete the importation 6 Inthe Solutions Home page imported solutions are displayed under the Solutions List section You can continue the importation further or complete the operation mi Viewing Solutions Access Privilege Read permission Before replying to the cases you may refer to the existing solutions If the required solution is already available you can save a lot of time and enhance the productivity If the solution is not available you can add a new solution item so that all the customer support persons can use it in future while encountering a similar problem To view solutions 1 Click the Solutions tab 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 2 Inthe Solutions Home page under the Solutions List section list of Solutions select the required Solutions 3 Inthe Solutions lt Solutions gt page the answer for the question is displayed Attaching Documents to the Solution Access Privilege Read Write Delete permission You can attach add
207. rts e mail message tasks or both To send a notification to the recipients you must associate an alert to the rule You can perform the following operations in Workflow module e Manage rules e Setup alerts e Add Tasks e Manage e mail templates Note Workflow rules will be triggered only when you create a new record update the existing record or both depending upon workflow rule settings Managing Workflow Rules While setting up Workflow rules first create a rule with suitable matching criteria You can perform the following operations in Workflow module 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 e Create modify delete workflow rules e Activate deactivate workflow rule To add workflow rule Click the Setup link In the Setup Home page click the Workflow Settings link In the LHS tree expand the Workflow Setting link and click the Workflow Rules link In the Workflow Rules page some of the existing rules are displayed Click the New Rule button 5 Inthe Select Record Type page select the module from the Module drop down list Click the Next button 6 Inthe New Rule page under the Rule Details section specify the following o Record Type Display the module selected in the previous page Select Record Type Rule Name Specify the name of the rule Description Specify additional details about rule Active Select the Active check box to enable the rule By d
208. s Home page under Account Tools section click the Export All Accounts button 3 Inthe File Download pop up dialog Click Save to save the Accounts files in CSV XLS file format Merging Duplicate Accounts Over a period there may be a chance of accumulation of duplicate accounts You can merge these duplicate accounts for a better organization of your accounts To merge duplicate accounts Click the Accounts tab In the Accounts Home page under the Account List section click the required account In the Account Details page click the Find amp Merge Duplicates button In the Find Duplicate Accounts page do the following PS 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 1 Under the Search Criteria section by default the some of the matching criteria and the corresponding values are displayed Add additional criteria if required Click the Search button 2 Under the Matching Accounts section select the accounts to be merged 3 Click the View Duplicates button 5 Inthe Merge Accounts page select the fields to be updated to master record All the duplicate fields are highlighted with a different color 6 Click the Merge button The field s details will be merged with the master account record and account details page is displayed for further operations Changing Account Owner Access Privilege Owner change permission When the prospecting is in progress occasionally it ma
209. s 153 Importing Vendors 155 Associating Vendors with Other Records 156 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Changing Vendor Owner 156 Exporting Vendors 157 Viewing Reports 157 Printing Vendor Details 158 Deleting Vendors 158 Customizing Vendors 159 Activities 159 Creating Tasks 160 Creating Events 161 Customizing Activities 164 Working with Reports 165 Viewing Reports 165 Creating Reports 167 Customizing Reports 168 Creating Folders 175 Scheduling Reports 176 Deleting Reports 178 Frequently Asked Questions 179 Working with Dashboards 180 Creating Dashboards 180 Creating Charts 182 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 Drilling down dashboards 184 Zooming out Charts 185 Managing Dashboard Folders 186 Managing Attachments 189 Attaching Files to the Records 189 Deleting Attachments 189 Associating Notes with Records 190 Deleting Notes 190 Setting up Personal Information 192 Modifying Personal Information 192 Changing Password 193 Changing Date Format 194 Changing Skins 195 System Administration 196 Managing Users 196 Managing Roles 200 Managing Company Information 207 Frequently Asked Questions 209 Customizing Zoho CRM 211 Renaming Tabs 213 Managing Custom Fields 214 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November 29 2007 How many custom fields I can create in each mo
210. s Dashboard Folder Show this Dashboard Folder only to me Allow the following users to view this Dashboard Folder Required Field s Note All the administrators and the user who created this dashboard folder will have accessibility rights always Seve cance Create Dashboard Folder note System administrators and the users who created the dashboard folder have full control on dashboard folders Other users can access the dashboards only after the owner of the folders enables the access rights To create dashboard folder Click the Dashboards tab In the Dashboards Home page click the Go to Dashboard List link In the Dashboard List page click the Create New Dashboard button In the Dashboard Folder Details do the following o Folder Name Specify name of the folder Accessibility Details Select one of the following options All Users are allowed to view this Dashboard Folder Select if you would like to enable the folder access for all the users Show this Dashboard Folder only to me Select if you would like to enable the folder access only to you O 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Allow the following users to view this Dashboard Folder Select the users or user roles that can access the folder 5 Click Save 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Managi
211. s in Zoho CRM and Microsoft Outlook you have to override the data in other side To resolve conflict between Microsoft Outlook and Zoho CRM 1 In the Conflict Resolution dialog conflicting contact name and the corresponding fields are displayed in a table Select the value to be synchronized either from MS Outlook column or from Zoho CRM You can select the following options o Update Outlook Details in Zoho CRM To update the changes made in Outlook to Zoho CRM o Update Zoho CRM Details in Outlook To update the changes made in Zoho CRM to Outlook 2 Click Save 3 Once contacts details are updated click the Accept Changes button Synchronizing Outlook Calendar with Zoho CRM Synchronization allows you to enter the customer specific calendar appointments from Microsoft Outlook to Zoho CRM and vice a versa and update the information in both Zoho CRM and Microsoft Outlook It also eliminates duplication of appointments and resolves conflicts if the data is not in sync To synchronize contacts between Microsoft Outlook and Zoho CRM 1 Select the Calendar shortcut from the Microsoft Outlook sidebar 2 Select the required appointments from the Inbox 3 Click the Zoho CRM gt Sync Calendar menu 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 4 It takes a few minutes to completely read the appointment in Zoho CRM and Microsoft Outlook Once reading is completed you have to complete one o
212. s related list view Pa To send Emails to a group of contacts 1 Click the Contacts tab In the Contacts Home page under the Contact Tool section click the Mass E mail Contacts link 3 Inthe Mass E mail page do the following o By default the E mail Template tab is enabled Select the template to be used from the E mail Template pick list The template content is displayed under E mail Template Body section o Click Matching Criteria tab You can create a contacts mailing list by specifying the matching criteria under Specify Criteria section 4 Click the Send button to send the E mail message to the selected contacts 66 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Exporting Contacts Access Privilege Data Export permission Occasionally it is very useful to export the contacts from Zoho CRM to Spreadsheet programs for further data analysis To export contacts to spreadsheets 1 Click the Contacts tab 2 Inthe Contacts Home page under the Contact Tools section click the Export All Contacts button 3 Inthe File Download pop up dialog click Save to save the contacts files in CSV XLS file format Changing Contact Owner Access Privilege Owner change permission When the prospecting is in progress occasionally it may be very useful to change the owner of some of the contacts in a single step You can change the owner of an individual contact or a group of contacts
213. s reserved November ZOHO CRM USER MANUAL 29 2007 Leads by Industry Drill down from here gt Industry Optical Networking Lead Source Web Download Record Count 17 i 5 5 E S 8 a Industry Lead Source B Sales Mail Aliase E eb Download B Cold Call B Trade Show Advertisement Drill down Dashboard Zooming out Charts You can enlarge the chart for a better visualization of data which is very useful while working with huge data To zoom out chart Click the Dashboards tab In the Dashboards Home page select the dashboard from the Switch to Dashboard drop down list 3 Inthe Dashboards Home page under the required chart area click the icon 4 The enlarged chart is displayed in a separate Window aS 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL Leads by Industry i gt O 2 Q 8 w Industry Lead Source Sales Mail Aliase B eb Download E Cold Call B Trade Show B Advertisement Zoom Out Chart ey Zoom out chart Managing Dashboard Folders Access Privilege Read access Dashboards can be stored in publicly accessible folders for all the Zoho CRM users or private folders with a limited access to some of the users 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 New Dashboard Folder Dashboard Folder detai Accessibility Details All Users are allowed to view thi
214. s section click the Customize lt Module gt Details link 4 Inthe Customize lt Module gt Details page change the related list order from the Selected List box or hide related lists that are not required 5 Once you have completed the operation click Save Modifying Default Custom Views Access Privilege Customize ZohoCRM com permission By default some of the standard list views are available in each of the module home pages You can change the default list view as per your requirements Whenever user accesses a particular module Home page the modified list view is displayed 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Leads Custom View Settings gt New View which is selected below will be set as default custom view gt Whenever the entity list is displayed this view will be invoked Select Default Custom View Existing View All Open Leads _ _ _ __ _ _ Existing View New View 5 j New View Cancel Modify Default Custom View To modify custom views Click the Setup link In the Setup Home page click the lt Module gt Settings link The module can be Lead Account Contact and others In the lt Module gt Settings section click the Custom View Settings link In the Custom View Settings page change the default view to be displayed from the New View drop down list Click Save 2007 AdventNet Inc All rights res
215. ser subscription To view order history 1 Click the Setup link 2 Inthe Setup page under the Subscription Manager section click the Order History link 3 Inthe Order History page the old order details are displayed with information such as order number start date end date amount and others 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 B2C Tutorial In Zoho CRM Business to Business B2B type of business process data is populated However customers can customize the CRM business process to Business to Consumer B2C by using the Zoho CRM Customization tools In a typical B2C business process Company Name Account Name in Zoho CRM is an optional field hence before using Zoho CRM for B2C type scenario System Administrator has to customize Leads Contacts Potentials Quotes Orders and Invoices modules Examples of B2C Companies amazon com ebay com or any company directly selling products to consumers 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Sales Flowchart New Business B2C Follow up Lead 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL Sales Flowchart Existing Business B2C Cross Selling amp Up Selling Opportunities S eS D Procedure to customize Zoho CRM for B2C scenario e Customize Leads page layout e Customize Potentials page layout e Customize Quotes
216. site page click the Setup Custom Case Fields link 2 Inthe Case Fields section add the custom fields to be added For more details refer to Chapter 24 Customizing Zoho CRM 3 Once you have completed the field customization click the Web to Case link under Case Settings section To generate HTML page for Web to Case form In the Capturing Cases from Website page click the Generate the HTML link In the Generating HTML for Web to Case page do the following Select Web Form Fields Select the case fields to be displayed in the Web Form Confirm Password Specify your password User who creates the Web to Case form to authenticate your Account from the Zoho CRM on demand service Click the Generate HTML button In the Copy Generated HTML page copy the HTML content and paste to your favorite HTML editor and click Finish button 7 Customize the Web to Case form HTML page to suite your Website requirements and publish in your Website a oS ON 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Warning If you change your password after publishing the Web to Case form please ensure that updating the following information in Web to Case form Example lt Begin Do not edit the section gt lt form action http zohocrm com crm WebtoCaseServlet encoding UTF 8 method POST gt lt input type hidden name orgld value 1 gt lt input type hidden name xnQsjsdp
217. splays the leads from various vertical industries Display the revenue generated from the campaign Products by Cases JJ 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Report Name nventory Reports gt Vendors Vs Purchases Displays the vendors based on the purchases made from the vendors ontacts Vs Purchases Displays the contacts based on purchases r Orders by Displays the purchase orders based on their status Quotes by Accounts Displays the quotes based on accounts uotes by Stage Displays the quotes based on their stages palaa Orders by Displays the sales orders based on accounts Accounts ales Orders by Status Displays the sales orders based on their status nvoices by Accounts Displays the invoices based on their accounts nvoices by Status Displays the invoices based on their status To access standard reports In Reports tab click the specific report For example Contact Mailing List from the Accounts amp Contacts Reports from the Reports folder for example Accounts amp Contacts Reports Potentials reports and others To view the report 1 Click the Reports tab 2 Inthe Reports Home page select the report from the required module For example Lead by Source from Leads module The generated report is displayed with some of the fields 3 Inthe generated report view click the Export to PDF button to print the report in PDF and Export to Excel bu
218. ss Privilege Customize ZohoCRM com permission Customization of the activities module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields and modifying activities tasks and events separately page layout as per activity management requirements For more details refer Customizing Zoho CRM 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Reports In Zoho CRM standard reports are provided in various modules which can be either used directly or customized further according to your organization requirements You can perform the following operations in Reports module e View reports e Create reports e Create report folders e Schedule reports e Delete Reports Viewing Reports Zoho CRM provides 30 different standard reports for the benefit of the users which are present under different module specific folders You can use the standard reports or can customize as per your business requirements List of standard Reports Report Name Account and Contact Reports ontact Mailing List Display the list of contact address details Key Accounts Accounts by Industry otentialReports o O ipeline by Stage Potentials Closing by n ihis Month Displays the potentials that are closing during the current month ost Potentials Displays the potentials that are lost otentials by Type Displays the potentials by th
219. t have the potentials details in a CSV XLS file You must have privilege to import the potentials in Zoho CRM Before importing the potentials into Zoho CRM close the CSV XLS file and the Spreadsheet program Remove apostrophe any place in the CSV file For example ABC s You can import a maximum of 1000 potentials in one import cycle To import potentials Click the Potentials tab 2 Inthe Potentials Home page under Potential Tools section click the Import My Potentials or Import My Organization Potentials button 3 Inthe Specify Import File page browse the Potentials related import file CSV XLS format and then click the Next button 4 Inthe Fields Mapping page map the CSV XLS column header with potential fields in Zoho CRM 5 Click the Import button It will take a few seconds to complete the importation 6 In the Potentials Home page imported potentials are displayed under the Potentials List section You can continue the importation further or complete the operation 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Associating Potential with Other Records Access Privilege Read Write permissions You can create a 360 degrees view of the potential to display all the associated details such as open activities history of the completed activities contacts products sales stage history attachments and notes To associate potential with other records 1 In
220. tails Click Save Campaign details are displayed in the Campaign lt Campaign Name gt page where you can perform the additional operations a Associating Campaigns with Other Records Access Privilege Read Write permission After creating Campaigns you may need to associate Campaigns with other records such as tasks events e mails products attachments and notes until the Campaign is reached to a certain stage where it can be converted to potential as per your organization s sales process To associate campaign with other records 1 Inthe Campaign lt Campaign Name gt page you can update the following details o Open Activities To add tasks and events Closed Activities To display the closed tasks and events Leads To display the leads generated through campaign Potentials To display the potentials converted through campaign Attachments amp Notes To attach documents and notes to the Campaign Oo 0 0 0 2 After updating the associated records you can proceed to the next record 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Exporting Campaigns Access Privilege Export permission Occasionally it is very useful to export the campaigns from the Zoho CRM system to Spreadsheet programs such as Microsoft Excel OpenOffice and others for further data analysis To export campaigns to external sources 1 Click the Campaigns tab 2 Inthe Campaigns Home page u
221. tal and vertical columns Tabular reports provide you the way to list your data in simpler form Run Save Cancel Select Report Type Tabular Summary or Matrix type Step 3 To select the report columns 1 Inthe Create Report page select the report columns to be displayed from the Available Columns list box to Selected Columns list box 2 Inthe Selected Columns list box change the fields order if required 3 Once you have selected the report columns click the Grouping tab if you are using Summary Report otherwise click the Columns to Total tab 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL Report Type Columns Grouping Columnsto Total Criteria Available Columns Selected Columns Lead information Lead Name Lead Owner Company Designation Email Phone Fax Mobile Website Lead Source Lead Status Industry No of Employees Annual Revenue Rating Lead Created Time Lead Modified Time tead Address information Lead Address tead Description Informati Lead Description All Lead Owner Company Designation Email Lead Source Lead Status Selected Report Columns Select Report Columns Step 4 To group report columns November 29 2007 1 Inthe Create Report page select click the Grouping tab This is visible only if you have selected Summary reports under the Report Type tab 2 Inthe Grouping page you can group the columns up to three lev
222. te i contry Locale Information Language English Country Locale India Time Zone GMT 5 30 India Standard Time Asia Calcutta Gave cance Assign Role to the User 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 To associate user with a role 1 Click the Setup link 2 Inthe Setup page under the Admin Settings section click the Users link 3 Inthe Users page click the Edit link for the specific lt User Name gt 4 Inthe User lt User Name gt page select the role from the Role pick list 5 Click Save Deleting Roles You may delete some of the roles from the Roles module that are not required After deleting a role users associated to the deleted role will be linked to Standard User role You can delete all the roles except System Administrator and Standard User roles Note If you delete any role without disassociating the users to the other roles the specific user s role will be changed to Standard User role To delete roles Click the Setup link Inthe Setup page under the Admin Settings section click the Roles link 3 Inthe Roles page click the Del link for the specific lt Role Name gt The role is permanently deleted Sg Managing Company Information Immediately after signing up with Zoho CRM system Administrator user is created With the Administrator user login you can convert the single user edition to a corpo
223. ter 19 Working with Reports 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Deleting Purchase Orders Access Privilege Read Write Delete permission Rarely you may need to remove the unnecessary purchase orders which are not tracked further This will help you manage your purchase orders in a better way You can delete purchase orders either individually or in bulk warning The deleted purchase orders are temporarily stored in Recycle Bin If required you can restore the deleted purchase orders again However if you delete purchase orders from Recycle Bin you cannot restore again To delete purchase orders individually Click the Purchase Orders tab In the Purchase Orders Home page select the purchase order to be deleted In the Purchase Order lt Purchase Order Name gt page click Delete In the Confirmation dialog click OK to delete the purchase order permanently eS To delete purchase orders in bulk 1 Click the Purchase Orders tab 2 Inthe Purchase Orders Home page under the Purchase Orders List section select the purchase orders to be deleted using the Select check box 3 Click the Delete button 4 Inthe Confirmation dialog click OK to delete the selected purchase orders permanently Customizing Purchase Orders Access Privilege Customize ZohoCRM com permission Customization of the Purchase Orders module includes renaming the tab name modifying
224. the pick list values in standard fields adding new custom fields modifying PO page layout and show hide the related list views according to your Purchase management process requirements 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Sales Orders Sales Order SO can be created once the quote is accepted by your prospective customer potential and sends the Purchase Order PO for further processing After receiving the PO some of the customers may request SOs to know the exact date of delivery of the goods services In addition the inventory production department looks at the list of SOS to see what needs to be shipped out and when After the order is shipped and delivered to the customer an invoice is generated from the sales order for billing purposes Precisely Sales Order is a confirmation document sent to the customers before delivering the goods services In general SO contains the SO number date line items products including the quantities and prices based on PO Billing address Shipping address Terms amp Conditions and others The Sales Order home page contains e SOS List e SO Reports e Tools such as mass transfer and delete vendors e Quick Create pane e Search e Alphabetical Search e Custom Views e Page Navigation You can perform the following operations in Sales Orders module e Navigate Sales Orders e Search Sales Orders Alphabetical or adva
225. the Assigned To field This will automatically assign leads to particular users Use the exact Zoho CRM users names while creating the lead import file otherwise leads are not created in Zoho CRM v Important Tips e Before importing leads you must have the lead details in a CSV XLS file e You must have privilege to import the leads into the Zoho CRM system e Before importing the leads close the CSV XLS file and the Spreadsheet program e Remove apostrophe any place in the CSV file For example ABC s e You can import a maximum of 1000 leads in one import cycle To import leads 1 Click the Leads tab 2 Inthe Leads Home page under Lead Tools section click the Import My Leads or Import My Organization Leads button 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Note Import link is displayed only if you have privilege to use Import feature Please contact your administrator in case these links are disabled 3 Inthe Specify Import File page browse the leads related import file CSV XLS format and then click the Next button 4 Inthe Fields Mapping page map the CSV XLS column header with lead fields in Zoho CRM 5 Click the Import button It will take few minutes to complete the importation In the Import Summary page click the Go to Leads List button 7 Inthe Leads Home page imported leads are displayed under the Leads List section You can continue the importation furth
226. the Potential page you can update the following details o Sales Stage History To display the history of the sales stage Competitors To associate competitors to the potential Contact Roles To select contacts associated to the potential Open Activities To create tasks and events Closed Activities To display the completed tasks and events Products To add products to the potential Quotes To create quote for the potentials Sales Orders To create sales order for the potential Invoices To create invoices for the potential Attachments To attach documents to the potential o Notes To add notes to potential 2 After updating the associated records you can move to the next record QO 0 O ODO GO oO Associating Competitors with Potential Access Privilege Manage Competitor permission Most of the companies prefer to purchase products after analyzing the track of the different vendors If you are working with a highly competitive market where your competitors are directly competing with you in winning the deals it is always better to know their strengths and weaknesses well in advance so that you can propose your offering in a better way In the competitor page you can add the competitor s strengths and weaknesses To associate competitors with potential 1 Click the Potentials tab 2 Inthe Potentials Home page under Potential List section select the required potential 3 Inthe Potential Details page under Compet
227. the country locale The following international date formats are supported e dd mm yyyy e mm dd yyyy e yyyy mm dd Locale Information Language English v Country Locale United States Time Zone GMT 5 30 India Standard Timef IST Date Format 2007 AdventNet Inc All rights reserved November 29 2007 ZOHO CRM USER MANUAL To change date format In Zoho CRM Home page click the Setup link available at top right corner In Setup page click the Personal Settings link In the Personal Settings page click the Account Information link In the Account Information page click the Edit button In the Edit Account Information page select the date format from Country Locale pick list Click Save The date format will be changed for all the date fields in all the modules oe S a Changing Skins By default the Metallic skin is enabled for each user in your organization You can select one of the six skins Metallic Contemporary Nature Elegant Balmy or Sunrise according to your wish ZohoCRM Skin change Microsoft Internet Explo mB Select Skin O Elegant Contemporary Nature Metallic Skin Selected Ox Apply Close Selecting Skins To change skins 1 Click the Skin link 2 In Zoho CRM Skin Change page select the required skin and click Apply to view the new skin and OK to permanently change the skin 200
228. the custom view in the View Name mandatory field The custom view name appears in the View drop down list You can also set the custom view as a default list view by selecting the Set as Default View check box o Inthe Specify Criteria section specify the filter criteria For more details refer to the Specifying List View Criteria section o Inthe Choose Columns section select the columns to be displayed in the List View For more details refer to the Selecting List View Columns section o Inthe Accessibility Details section select the users to whom custom list view has to be enabled For more details refer to the Enabling View Access section 4 Click Save The custom list view is displayed in the View drop down list Creating Quotes In Zoho CRM you can store quote details by entering data in quote detail form note Some of the standard fields listed below may not be visible editable depending on your organization business process and field level security settings In case your organization added modified fields please contact your System Administrator for more details about usage of the other fields In the Quote Edit form you need to specify the quote related information The following table provides descriptions of the various fields in the form List of Standard Quote related Fields Field Name Data Type mandatory 50 to be created 40 uote Stage Specify the status of the quote Check box Valid Till Spe
229. the drop down list Pick list Select the Zoho CRM user to whom the account to T e n i 5 ae J gt Q 2 ag f 2 3 Z o i Q z Account Owner be assigned By default the record is assigned to Pick list the user who creates it f Text box Phone Specify phone number of the account alphanumeric 30 Text box Fax Specify fax number of the account alphanumeric 30 el 2007 AdventNet Inc All rights reserved November 29 2007 E mail alphanumeric E mail Specify the official E mail address of the account and special characters 100 Rating specify the rating ofthe account Specify the Standard Industrial Classification code Text box integers SIC Code of the account 10 Specify the annual revenue of the account ao es Billing Address Specify the billing address of the account to send e Street the quotes invoices and other agreements alphanumeric Street 250 City City State alphanumeric Postal 30 Code State Country alphanumeric 30 Postal Code alphanumeric 30 Country alphanumeric 30 ZOHO CRM USER MANUAL Shipping Address Specify the shipping address of the account to deliver the shipment Street City State Postal Code Country Description Specify any other details about the account Text area 32 Kb Notes By default the person who creates the account owns the account If you want to assign the account to a different
230. the existing role from the Role Name and Existing Role fields respectively 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 5 Click Save The new role is first associated with the existing role Later you can modify the modules and field level access control list for the new role Controlling Module Level Access After creating a role you must control the access to the modules Leads Accounts Contacts Potentials Cases Solutions Products Price Books Tasks Events Forecasts Vendors Purchase Orders Sales Orders and Invoices import export tools report access system administration and general permissions to the roles Users with System Administrator privilege can manage the module level access control lists List of system level access control functions Field Name Data Level Permissions Everyone can view edit all users data Admin only can view edit all users data Others can only view edit their data alone Entity Level Permissions Create Edit Delete Import Permissions Import My Records Import My Organization Records Export Permission Tool Permissions Description To enable disable users accessing other users records To specifically enable disable users with Administrator role to access all the users records and standard users access their own records If this option is selected standard users cannot access other users records Select the m
231. the selected products Currency Terms amp Specify the terms and conditions that are Text area 32 KB Conditions associated with invoice Description Specify any other details about invoice Text area 32 KB To create invoices 1 Click the New Invoice link Note The New Invoice link is present under 2 Inthe Invoice page specify the invoice details Note Subject Account Name Billing Address Shipping Address and Line Items are mandatory fields Refer to the List of Standard Invoice related Fields section for more details 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 3 Click Save An invoice will be created with a permanent Invoice ID which can be used future reference Associating Invoices with Other Records Access Privilege Read Write permission You can associate invoice with the other records such as activities attachments and notes e Activities To add tasks related to invoices e Attachments amp Notes To add the files and notes to invoices To associate Invoices with other Records Click the Invoices tab Inthe Invoices Home page under the Invoice List section select the required invoice 3 Inthe Invoice lt Invoice Name gt page do the following o Edit the Invoice details o Create tasks o Add files and notes 4 Youcan close the invoice page once all the required information is updated for the invoice a Printing Invoice Detai
232. tton to save the report in XLS format Creating Reports You can create new module specific reports linking some of the other cross functional modules For example you can create a report in accounts module linking other modules such as Contacts Potentials Quotes and others List of Primary and related Secondary Modules In the Create Report form you need to specify the primary module and the related secondary modules optional The following table provides various primary and related secondary modules 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 rimary Module Secondary Modules eads ontacts Accounts otentials Activities roducts ases olios O uotes Accounts Contacts and Potentials Orders nvoice Types of Report e Tabular Report Displays the data without any subtotals in the report Use this type of report to create contact mailing lists consolidated view of sales pipeline and others e Summary Report Displays the data along with subtotals and other summary information e Matrix Report Displays the data summarized in a grid against both horizontal and vertical columns Customizing Reports You can create new reports according to your organization requirements The customization of reports involves the following steps e Select the module and the corresponding cross functional modules e Select the report type Tabular Summary or Matrix report e Select the
233. uirements Deleting Potentials Access Privilege Read Write Delete permissions Rarely you may need to remove the unnecessary potentials which are lost This helps you manage your potentials in a better way You can delete potentials either individually or in bulk warning The deleted potentials are temporarily stored in Recycle Bin If required you can restore the deleted potentials again However if you delete potentials from Recycle Bin you cannot restore again To delete potentials individually Click the Potentials tab In the Potentials Home page select the potential to be deleted In the Potential lt Potential Name gt page click Delete In the Confirmation dialog click OK to delete the potential permanently aS To delete potentials in bulk 1 Click the Potentials tab 2 Inthe Potentials Home page under the Potential List section select the potentials to be deleted using Select Potentials check box first column 80 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 3 Click the Mass Delete button 4 Inthe Confirmation dialog click OK to delete the selected potentials permanently Customizing Potentials Module Access Privilege Customize ZohoCRM com permission Customization of the Potentials module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying Potential page layout and show
234. unting 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 purposes Invoice is a bill issued by the vendor to the customers along with the goods services shipment It usually contains reference number of Purchase Order Date Billing Address Shipping Address Terms of Payment Line Items products services with quantities and prices and others In a typical organization invoicing completes the sales process and begins the accounting process where account receivable is managed by Accounts Finance teams In Zoho CRM you can create invoices directly from the Potentials Accounts Quotes or Sales Orders Invoices module contains the following components e Invoices List View e Page Navigation e Quick Create Invoices e Invoice Reports e Alphabetical Search e Custom Views You can perform the following operations in Invoices module e Navigate invoices e Search invoices Alphabetical or Advanced search options e Create invoices Form filling or duplicate options e Associate invoices with other records e Print invoice details e View reports e Delete invoices individually or in bulk e Customize invoices Navigating Invoices Access Privilege Read permission You can navigate invoices available in the Invoices List To navigate invoices Click the Invoices tab In the Invoices Home page under the Invoices List section click the Start Previous Next or End link to
235. vailable Field List Legend Mandatory amp Read only Drag amp Drop Customization To modify the page layout 1 Click the Setup link 2 Inthe Setup Home page under lt Module gt Settings section click the Edit Page Layout link 3 In the Edit Page Layout page do the following o Show Hide fields Drag the field to be hidden from the Page Layout lt Module gt section and drop to the Field List section You can also drag the fields to be shown from the Field List section to the Page Layout lt Module gt section o Create new sections in page Click the Create New Section button In the Section Information popup box specify the section name and tab order Left gt Right or Top gt Bottom in the Name and Tab Order fields respectively o Change the property of the fields Select the field to be modified and click the Edit Field Properties button In the Edit Field Properties popup box change the field property to Mandatory or Read only 4 Follow the same procedure until you have completed the page layout customization 5 Click Save The updated the page layout is reflected for all the users in your organization according to their field level access 2007 AdventNet Inc All rights reserved Changing Tab Order ZOHO CRM USER MANUAL Access Privilege Customize ZohoCRM com permission November 29 2007 You can change the order of the modules according to your organization s business process You can
236. ve list of leads Searching Leads Access Privilege Read permission You can search the leads alphabetically or filling the required information in Search box 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 To search leads 1 Click the Leads tab 2 Inthe Leads Home page under Lead Search section do one of the following 3 o Specify the search criteria in Search box and click the Go button Or o Select one of the alphabetical search links 3 Inthe Lead List page a list of leads is displayed as per search criteria Creating Custom List Views Access Privilege Read Write permission In the Lead List view you can create modify delete the custom views sort columns in the list view ascending descending order search the records available in the current list view In addition you can modify some of the columns in standard list views By default the following standard list views are available in the Leads module e Standard Views o All Open Leads o My Leads o Today s Leads o Converted Leads o My Converted Leads e Recent Views o Recently Created Leads o Recently Modified Leads o Recently Viewed Leads Note User created list views are displayed under User Created Views category in View drop down list To create custom views 1 Click the Leads tab 2 Inthe Leads Home page under Lead List section click the Create View link Z Note Under the Lead List section so
237. vember ZOHO CRM USER MANUAL 29 2007 3 Inthe Add Component page under the Specify Component Details section specify the following o Component Type Select the component type either Chart or Table o Component Header Mandatory Specify the component name o Source Report Select the custom report to be displayed in dashboard component Click the Next In the Add Component page under the Specify Chart Details section select the type of chart from the Select Chart Type list box You can select Vertical Bar Pie Line Funnel or Table 6 Click the Finish button The new chart is displayed under the Dashboard wor After adding a chart to the dashboard you can perform the following operations e Change to 2 dimensional or 3 dimensional view e Drill down the chart e Zoom out the chart e Delete the chart Drilling down dashboards Access Privilege Read access You can view the data underlying each dashboard component To drill down dashboards Click the Dashboards tab 2 Inthe Dashboards Home page select the dashboard from the Switch to Dashboard drop down list 3 Inthe Dashboards Home page click the dashboard component area for which you would like to display the report The drill down data is displayed in a report form 4 Inthe Report page you can perform additional operations such as Export to PDF XLS CSV Save the report customize further or refresh the data 2007 AdventNet Inc All right
238. voice E Geer la 29 2007 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Campaign Management Campaign management allows you to manage your entire marketing process by which marketing campaigns are planned produced distributed and analyzed This includes planning the campaign preparing your mailing list executing the campaign and then analyzing the results You can use the Campaigns module for the following e Planning marketing activities and developing campaign hierarchies e Outlining marketing campaign objectives e Defining campaign success metrics e Building and testing sample campaigns on a subset of customer data e Storing and reusing content from previous marketing campaigns e Measuring campaign effectiveness by linking directly to the leads and potentials e Tracking customer inquiries related directly to campaigns e Tracking sales force closures related directly to campaigns You can perform the following operations in the Campaigns module e Navigate campaigns e Search campaigns e Create list views e Create campaigns e Associate campaign with other records e Change campaign owner e Export campaigns e Print campaign details e View reports e Delete campaigns e Customize campaigns Navigating Campaigns Access Privilege Read permission You can navigate the campaigns according to the status of the campaigns To navigate campaigns
239. w Criteria section o Inthe Choose Columns section select the columns to be displayed in the List View For more details refer to the Selecting List View Columns section o Inthe Accessibility Details section select the users to whom custom list view has to be enabled For more details refer to the Enabling View Access section 4 Click Save The custom list view is displayed in the View drop down list Creating Vendors Access Privilege Read Write permissions In Zoho CRM you can store vendor details by entering data in vendor detail form ote Some of the standard fields listed below may not be visible editable depending on your organization business process and field level security settings In case your organization added modified fields please contact your System Administrator for more details about usage of the other fields In the Vendor Edit form you need to specify the vendor related information The following table provides descriptions of the various fields in the form 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 List of Standard Vendor related Fields Field Name Data Type Vendor Name Specify the name of the vendor This field is Text box alphanumeric mandatory 50 Phone Text box alphanumeric Specify the phone number of the vendor 40 E mail Specify the E mail ID of the vendor Check box Website Specify the Web site URL of the vendor Text box deci
240. way Zoho CRM software helps streamlining your organization wide sales marketing customer support and inventory N management functions in a single system Target Audience N J e Sales Reps Managers and Executives e Lead Managers Event Managers and Marketing Managers e Customer Support Agents Support Managers and Executives e Accounting Managers and Stock Handlers e Business Managers Executives and Top Management e CRM System Integrators 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 The Zoho CRM software comprises of the following business functions Sales Force Automation Marketing Automation Lead Management e Campaign Management Account Management e Lead Generation Contact Management e Email Marketing Sales Management Sales Forecasts Sales Quotes Management Sales Orders Invoice Management e Case Management Products Catalog e Solution Management Price Books Vendor Management Procurement Process Purchase Orders e Reports Outlook Plug in e Dashboards Web to Lead forms Web to Case forms 2007 AdventNet Inc All rights reserved ZOHO CRM USER MANUAL November Zoho CRM Modules The following table describes various icons in Zoho CRM Module Icon Task Re Event 6 Lead at Account Contact cy Potential a oe Module Icon Product Eg Price Book w Quote o Purchase Order Sales Order In
241. will help you manage your Price Books in a better way You can delete Price Books either individually or in bulk warning The deleted Price Books are temporarily stored in Recycle Bin If required you can restore the deleted Price Books again However if you delete Price Books from Recycle Bin you cannot restore again To delete Price Books individually Click the Price Books tab In the Price books Home page select the Price Book to be deleted In the Price book lt Price book Name gt page click Delete In the Confirmation dialog click OK to delete the Price Book e To delete Price Books in bulk Click the Price Books tab Inthe Price books Home page under the Price books List section select the Price Books to be deleted using the Select check box 3 Click the Delete button 4 Inthe Confirmation dialog click OK to delete the selected Price Books aS Customizing Price Books Access Privilege Customize ZohoCRM com permission Customization of the Price Books module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying Price Book page layout and show hide the related list views according to your Sales management requirements 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Working with Quotes Sales Quotes are legally binding agreement between customer and vendor to deliver customer requested
242. wing details o Open Activities To add tasks and events o Closed Activities To display all the closed tasks and events o Cases To create cases for the contact 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 o Products To add products for the contact o Attachments To attach documents and notes o Notes To attach notes to the contact 2 After updating the associated records you can move to the next record Sending Emails to Contacts Access Privilege Read Write permissions You can create mailing list for contacts and send mass E mail to the contacts from contact list view Please ensure the contacts contain an E mail ID otherwise E mail will not be sent to the corresponding contact s Note Standard Users can use the standard E mail templates available in the system where as System Administrator can create E mail templates from Setup section If you are a System Administrator refer to the Creating E mail Templates section To send Emails to individual contacts Click the Contacts tab In the Contacts Home page under the Contact List View section select the contact In the Contact Details page go to Mails related list view and click the Send Mail button In the Compose Mail page enter the email message attach files add additional email IDs in CC amp BCC fields and finally click the Send button An Email will be sent to the recipients and copy of the mail is stored under Mail
243. wner lookup field 5 Click Save to update the solution owner eS To change owner of solutions in bulk 1 Click the solutions tab 2 Inthe Solutions Home page go to the Solution List section and select the check boxes corresponding to the solutions You can also select all the solutions 3 Click the Change Owner button 4 Inthe solutions Change Owner page select the user from the Select New Owner pick list and click the Update Owner button to change the owner of the solutions permanently A warning Solutions ownership will be changed to another user irrespective of its existing owner Use this operation carefully otherwise solutions belonging to different users will be changed to new user To overcome this problem first you may search the solutions with a required owner name then change the owner in bulk Printing Solution Details Access Privilege Read permission You can view a printable form and print the Solution details using Web browser s Print function To print solution details 1 Click the Solutions tab 2 Inthe Solutions Home page under the Solution List section select the required Solution 3 Inthe Solution lt Name gt page click the Printable View link 4 Inthe Solution lt Solution Name gt page click the Print Page button to print the document Deleting Solutions Access Privilege Read Write Delete permission NK 2007 AdventNet Inc All rights reserved November ZOHO CRM USE
244. y be very useful to change the owner of some of the accounts in a single step You can change the owner of an individual account or a group of accounts To change owner of accounts individually Click the Accounts tab In the Accounts Home page select the contact In the Account lt Account Name gt page click the Edit button In the Account lt Account Name gt page change the account owner from the Account Owner lookup field 5 Click Save to update the account owner P tll To change owner of accounts in bulk Click the Accounts tab 2 Inthe Account Home page go to the Account List section and select the check boxes corresponding to the accounts You can also select all the accounts 3 Click the Change Owner button 4 Inthe Accounts Change Owner page select the user from the Select New Owner pick list and click the Update Owner button to change the owner of the accounts permanently A Warning Accounts ownership will be changed to another user irrespective of its existing owner Use this operation carefully otherwise accounts belonging to different users will be changed to new user To overcome this problem first you may search the 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 accounts with a required owner name then change the owner in bulk Printing Account Details Access Privilege Read permission You can view a printable form and print the acc
245. y need to remove the unnecessary invoices which are not tracked further This will help you manage your invoices in a better way You can delete invoices either individually or in bulk A warning The deleted invoices are temporarily stored in Recycle Bin If required you can restore the deleted invoices again However if you delete invoices from Recycle Bin you cannot restore again To delete invoices individually Click the Invoices tab In the Invoices Home page select the invoice to be deleted In the Invoice lt Invoice Name gt page click Delete In the Confirmation dialog click OK to delete the invoice permanently Pe To delete invoices in bulk 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Click the Invoices tab 2 Inthe Invoices Home page go to the Invoices List section and select the invoices to be deleted using the Select check box 3 Click the Delete button 4 Inthe Confirmation dialog click OK to delete the selected invoices permanently Customizing Invoices Access Privilege Customize ZohoCRM com permission Customization of the invoices module includes renaming the tab name modifying the pick list values in standard fields adding new custom fields modifying invoices page layout and show hide the related list views according to your Accounting management process requirements Working with Vendors Vendors include companies people a
246. y the customer identification number if box alphanumeric nvoice Date Specify the date on which the invoice is created Due Date Specify the potential name for which the invoice Text box alphanumeric WI 2007 AdventNet Inc All rights reserved November ZOHO CRM USER MANUAL 29 2007 Field Name hasowecead w Sales Specify the commission to the sal a pe es person upon Numeric float Commission closing the deal Acou Nane Specify the account name to which the invoice Lookup has to be created tatus Specify the status of the invoice Check box PA T E Specify the account name to which the invoice Lookup has to be created Assigned To Select the Zoho CRM user name to whom the Lookup invoice handling duty is assigned Specify the billing address of the account or contact to which the invoice has to be sent If you Text box alphanumeric have selected the account or contact the billing address is automatically filled up Specify the shipping address of the account or Shipping Address contact to which the shipment has to be sent If Text box alphanumeric a you have already selected the account or contact 256 the shipping address is automatically filled up roduct Details Specify the line items of the invoice S roduct vantity Unit Price Select the product list price from Price Book or Lookup and Numeric List Price f specify the product price Integer otal Displays the amount of

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