CRM Help

Zoho CRM Common Operations

Navigate Records

Navigate primarily means the process of moving back and forth within the records. Navigation in Zoho CRM allows easy movement between records; provides options to choose the number of records to be displayed in one page; and saves time in accessing records. See Also Navigate Records

The two navigational options available in Zoho CRM are:

  • Page-level navigation
  • Record-level navigation

Page-level navigation

Record-level navigation

Search Records

The search option helps locating specific information or specific records without having to go through the entire list of records, thus saving time in finding records. See Also Search Records

The different search options available in Zoho CRM are:

  • Search records by Alphabet
  • Search records by Information
  • Search records by Criteria

Search records by Alphabet

Search records by Information

Search records by Criteria

Create Records

In the Zoho CRM system, you can create records by:

  • Entering data manually in the record details form
  • Importing records from external sources
  • Capturing records from Web site through Web-to-record form

Note

  • Some of the standard fields listed below may not be visible or editable depending on your organization's business process.
  • In case you want to add or modify fields, please contact your System Administrator for more details on the usage of other fields.

For a complete list of standard lead fields, click here.

Create Records Individually

You can create records manually whenever there is a limited number of records that can be created one by one. In such cases, it is easy to manually feed in the available details and create new records instantly.

You can create records individually by:

  • Filling details in the record creation form.
  • Duplicating the record with few changes in the existing details.

You can create leads individually by using the following:

  • Filling details in the lead creation form.
  • Cloning the lead with few changes in the existing record.

Note

  • By default, the person who creates the lead owns it.
  • To change owner, click the Change link in the Lead Owner field from the Lead Details page and select another user.

To create leads individually

  1. In the [Module] tab, click New [Module] . Alternatively, click.
  2. In the Create Record page, enter the details. (Refer to the Standard Fields)
  3. Click Save.

To clone records

  1. In the [Module] tab, click a particular record that is to be cloned.
    Module refers to Leads, Accounts, Contacts, etc. tabs.
  2. In the [Module] Details page, click Clone.
  3. In the Clone [Record] page, modify the required details.
  4. Click Save.

Import Records

Importing records from external sources to the CRM system is one of the most important activities in marketing and sales, when you are using different systems to gather data. For example, you may be purchasing records from external sources, capturing product requests through Web sites, getting records from a different business unit within the organization where there is a chance of cross-selling products, or migrating data from your old system to Zoho CRM. In all these cases, importing records enhances your productivity.

You can import records, if you are authorized to perform this operation. Otherwise, the Import records button in [Module] Home page will be hidden in your user interface. By default, record ownership is held by the user, who imports the records. You can change the record's ownership while importing, by adding a record owner column in the CSV/XLS file that is imported and the map it to the Assigned To field. This will automatically assign records to particular users. Use the exact Zoho CRM users' names while creating the record import file, otherwise records are not created in Zoho CRM.

Note

  • The Import link is displayed only if you have the privilege to use the Import feature.
  • Please contact your administrator in case these links are disabled.
  • Before importing records, you must have the record details in a CSV/XLS file.
  • Before importing the records, close the CSV/XLS file and the Spreadsheet program.
  • Ensure that the CSV file does not contain any apostrophes (For example, ABC's).

See Also Import Data

Capture Records from Website (Using Web-to-record Form)

Web forms simplify the process of capturing visitors' or users' information from the website into your CRM system. They are designed to automate the importing of data from website into Zoho CRM and to enable non-technical users to design and publish their own web forms.

Benefits

Web forms can be used for:

  • Capture data (visitors' information)
  • Communicate with website visitors
  • Conduct surveys
  • Respond to user questions
  • Generate online sales
  • Receive online feedback

See Also Managing Web Forms

Export Records

Occasionally it is very useful to export the records from Zoho CRM to Spreadsheet programs, such as Microsoft Excel, OpenOffice, and others for further data analysis. The different export options available in Zoho CRM are:

  • Export data
  • Request CRM data backup

See Also Export Data

Change Record Owner

When prospecting is in progress, occasionally it may be very useful to change the owner of some of the records in a single step. You can change the owner of an individual record or a group of records.

Note

  • You need to have the Change Owner profile permission to use this feature.

To change the owner of records individually

    1. Click the [Module] tab.
      Module refers to Leads, Accounts, Contacts, etc. tabs.
    2. In the [Module] Home page, select the record.
    3. In the [Module] Details page, do one of the following:
      • Click the Change link next to the [Record] Owner details.

In the pop-up window, select the owner from the list, and then click OK.

    • Click Edit.
    • In the Edit [Record] page, change the owner, and then click Save.

To change the owner of records in bulk

  1. Click the [Module] tab.
    Module refers to Leads, Accounts, Contacts, etc. tabs.
  2. In the [Module] Home page, select the required check boxes.
  3. Under More Actions, click Change Owner.
  4. In the Change [Record] Owner page, click and then select the new user from the Change Owner pick list.
  5. Click OK.

Note

  • Record ownership will be changed to another user, irrespective of its existing owner.
  • Use this operation carefully, otherwise records belonging to different users will be changed to new user.
  • To overcome this problem, you may first search the records with a required owner name and then change the owner in bulk.
  • The Change Owner option will not be available for the records for which you have Read Only permission.

Print Records

You can view the record details in printable form and print them using the browser’s print function.

To print record details

  • Click the [Module] tab.
    Module refers to Leads, Accounts, Contacts, etc. tabs.
  • In the [Module] Home page, click the required record that you want to print.
  • In the [Module] Details page, click More Actions > Print Preview.
  • In the pop-up window, click Print Page.

Note

  • You can also print the details using the Web browser's print function.

To print records

    1. Click the [Module] tab.
      Module refers to Leads, Accounts, Contacts, etc. tabs.
    2. In the [Module] Home page, click the Print View icon.
    3. In the Print Preview page, the system displays the list of records.
    4. Click Print Page.

Delete Records

Occasionally you may need to remove some of the unnecessary records from Zoho CRM, for a better organization of data. You may consider removing records that are not useful for future reference.

Note

  • The deleted records are temporarily stored in the Recycle Bin for 60 days from the date of deletion after which they are permanently deleted.
  • Users with Administrator profile will have access to all the records in the Recycle Bin.
  • Only the Administrator can delete the records from the Recycle Bin.

To delete records individually

  1. Click the [Module] tab.
    Module refers to Leads, Accounts, Contacts, etc. tabs.
  2. In the [Module] Home page, select the record.
  3. In the [Module] Details page, click Delete.

To delete records in bulk

  1. Click the [Module] tab.
    Module refers to Leads, Accounts, Contacts, etc. tabs.
  2. In the [Module] Home page, select the check boxes corresponding to the records.
  3. Click Delete.

Restore Deleted Records

If you delete records by mistake, you can always restore the deleted records from the Recycle Bin.

To restore deleted records

  1. Click Setup > Data Administration > Recycle Bin.
  2. In the Recycle Bin page, select check box(es) of the records that you want to restore.
  3. Click Restore.

Note

  • Users with Administrator profile will be able to view all the records that are deleted.

Merge Duplicate Records

Over a period, there may be a chance of accumulating duplicate records. You can search the duplicates and merge them for a better organization of records. There are two features to merge duplicate records.

  • Find & Merge Duplicate Records - Specify criteria to find duplicate records. There are 6 fields in which you can specify the criteria in each module.
  • De-duplicate Records - search all duplicate records in a module based on a selected field's value. You can choose any one from the 4 fields that are available based on the selected module.

See Also Merge Duplicate Records

Mass Email Records

This feature allows you to send bulk emails to the selected records. Before sending email, ensure that the record contains a valid email address. You can also try the Zoho Campaigns Integration to use the Leads and Contacts in CRM to carry out email campaigns. Additionally, you can track the clicks, bounce rates etc. and use the standard templates for the emails from within Zoho Campaigns

To send bulk emails

  1. Click the [Module] tab.
    Module refers to Leads, Accounts, Contacts, etc. tabs.
  2. In the [Module] Home page, click [Module] Tools > Mass Email [Module ].
  3. In the Mass Email page, by default, the system displays the Email Template tab.
  4. Under the Email Template tab, do the following:
    • Select the Template from the list.
    • Note, that you cannot edit the email content here.
    • Click the New Template link to create a template.
  5. Under the Select Records tab, do the following:
    • Click Custom View Criteria, and then Select Custom View from the list, or
    • Click Manual Criteria, to search and select the required records manually.
    • The system will display only those records that contain an email address.
  6. Click Send.

Note

  • The Mass Email feature is available only in the Leads, Contacts and Potentials modules.
  • For Potentials, you need to select the check boxes for the records and click More Actions > Send Mail.
  • You need to create email templates before sending mass emails. See Also Email Templates
  • You can send a maximum of 250 mass emails per day, per company.
  • The 250 emails per day, per company include the Autoresponders, active email Schedulers, Macros and Mass emails.

Schedule Mass Emails

This feature allows you to schedule bulk emails to be sent to the selected records. For example, you want to send the emails to customers at 10 AM, but you have an important meeting at that time. In that case, you can schedule the emails to be sent at 10 AM. by using the Mass Email Scheduler, i.e. the emails are sent to the customers at the scheduled time even in your absence. You can also try the Zoho Campaigns Integration to use the Leads and Contacts in CRM to carry out email campaigns. Additionally, you can track the clicks, bounce rates etc. and use the standard templates for the emails from within Zoho Campaigns

Note

  • You can send 250 emails per day, per organization (12 AM to 11.59 PM GMT is considered as one day).
  • For a given scheduled time only three bulk email processes are possible.
  • The 250 emails per day, per organization include the Autoresponders, active email Schedulers, Macro and Mass emails.

To schedule mass emails

  1. Click the [Module] tab.
    Module refers to Leads, Accounts, Contacts, etc. tabs.
  2. In the [Module] Home page, click [Module] Tools > Schedule Mass Email.
  3. In the Schedule Mass Emails page, click New Mass Mail Schedule.
  4. In the New Mass Mail Scheduler page, do the following:
    • Enter the Mass Mail Scheduler Name.
    • Select the Custom View from the list. The leads/contacts in the selected custom view will receive the emails.
    • Select the Email Template from the list. Note, that you need to select the template from the corresponding [Module].
    • The From Email Address is displayed.
    • Select the Active check box. Only when you select the Active check box, the scheduled mails will be delivered.
    • Enter the Start Date and Time to schedule the mails. Enter the date in dd/mm/yyyy format, or select the date from the calendar displayed.
  5. Click Save.
  6. In the View Mass Mail Schedule page, click Edit or Delete, as required.
  7. Click Go Back.
    The created scheduler is displayed under Mass Mail Schedulers.

Note

  • The email templates will be available in the list only if you had already created them. See Also Email Templates

Mass Transfer Records

This feature allows you to transfer records from one user to another user. As a result, all the open activities will also be transferred to the new owner. You need to have the Mass Transfer profile permission for the individual modules to use this feature.

To transfer mass records

  1. Click the [Module] tab.
    Module refers to Leads, Accounts, Contacts, etc. tabs.
  2. In the [Module] Home page, click [Module] Tools > Mass Transfer [Module].
  3. In the Mass Transfer [Module] page, do the following:
    • In the Select New Owner section, click to select the owner's name for the Transfer From and Transfer To fields.
    • Specify the criteria.
    • Click Search.
    • Under Matching [records], select the check box(es).
    • Click Transfer.

Mass Delete Records

This feature allows you to delete records in bulk. You need to have the Mass Delete profile permission for the individual modules to use this feature.

To delete mass records

  1. Click the [Module] tab.
    Module refers to Leads, Accounts, Contacts, etc. tabs.
  2. In the [Module] Home page, click [Module] Tools > Mass Delete [Module].
  3. In the Mass Delete [Module] page, do the following:
    • Specify the criteria.
    • Click Search.
    • Under Matching [records], select the check box(es).
    • Click Delete.

Note

  • The records deleted in bulk will be temporarily available in Zoho CRM's Recycle Bin.
  • To restore the data, select the records, and then click Restore.

Mass Update Records

This feature allows you to update record details in bulk. You need to have the Mass Update profile permission for the individual modules to use this feature.

Note

  • You cannot update the following fields using the Mass Update feature.
  • Text Area fields.
  • Lookup fields.

To update mass records

  1. Click the [Module] tab.
    Module refers to Leads, Accounts, Contacts, etc. tabs.
  2. In the [Module] Home page, click [Module] Tools > Mass Update [Module].
  3. In the Mass Update [Module] page, do the following:
    • Specify the criteria.
    • Click Search. The page displays the list of matching records.
    • Under Matching [records], select the check box(es), and then click Mass Update.
    • In the Select Field to Update page, select the field to be updated.
    • Enter the corresponding data in the box.
  4. Click Save.

To update mass records from the list view

  1. Click the [Module] tab.
    Module refers to Leads, Accounts, Contacts, etc. tabs.
  2. In the [Module] Home page, select the check box(es) corresponding to the records that you want to update.
  3. Under More Actions, click Mass Update.
  4. In the Select field to update popup, choose the field that you want to update for the records.
  5. Specify the value for the field.
  6. Click Save.

Use Last Activity Time in Criteria

Apart from editing a record, there are various other activities associated with records. For example, adding a note, closing a task, sending emails etc. The last updated time of such activities is captured in each record as Last Update: Time (only in the Leads, Accounts, Contacts and Potentials modules). The information in this field can be used in the criteria for List View and Reports, to filter out records that did not have any activity for a specific period of time or those records that had recent activities.

Note

  • This option is supported only for the Leads, Accounts, Contacts and Potentials modules.
  • The Last Activity Time under list view criteria and the Last Update time in the Record Details page are the same.

The activities and updates that will be recorded as Last Activity time:

    • Editing fields in a record
    • Adding & updating activities, i.e. Tasks, Events, Calls
    • Sending emails to leads and contacts
    • Adding & editing notes
    • Adding potentials & contacts under an account
    • Changing the owner of the record
    • Adding and deleting a record
      (This does not include deleting a record associated to the parent record.)
    • Closing a task
      (This does not apply for events as they are automatically moved under Closed Activities after the End DateTime.)
    • Deleting and restoring the records (individually or in bulk).

The activities and updates that will NOT be recorded as Last Activity time:

  • Mass operations like Mass Update, Mass Transfer, etc.
    (Except for Mass Delete option.)
  • Editing contacts or potentials under an account will not be listed under the Account
  • Deleting related lists under a record.

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