Here is a simple scenario in which we will demonstrate the use of page layouts in Zoho CRM. With this as an example, you will be able to implement page layouts for your organization depending on your company’s requirements.
Assume that there is a large-scale mobile phone sales and services company called Zylker Mobiles. They sell brand new phones and also accommodate mobile phone service requests. The sales and service of mobile phones follow a different set of processes.
That said, there might be processes that are common to both mobile sales and service as well, such as quality testing and product demo. Therefore creating different modules for mobile sales and service would be a hassle, as the modules would have redundant info and processes associated. Take a look at how Zoho CRM addresses these diverse requirements with page layouts.
Below is the list of actions we are going to follow in order to demonstrate the use of page layouts in Zoho CRM for Zylker Mobiles.
To create a new layout
Now, both the layouts of the Potentials module – Mobile Sales and Mobile Service have been created.
When you create multiple layouts, you can control how users view and access the layout. Using Layout Assignment, you can assign layouts to profiles.
Besides assigning layouts to user profiles, you can also specify which layout must be the default layout for the profile. The layout that a record belongs to can always be changed later, if required.
After you have created the layouts, you will be able to choose the layout at different record entry points. Some of them are mentioned below. In our example, whenever you create a potential, you will be prompted to choose which layout the potential has to be created in.
When you create a new layout for a module, a system-generated field called Layout gets created along with other fields automatically. The Layout field carries the layout name through which the record is generated in the layout.
Since the Layout field is another CRM field, you can use this field in various CRM functions such as creating custom views, automation of record assignment, approval process and auto-follow rules.
You can create custom views based on the layout. For example, a custom view called Mobile Service deals will enable a user to easily see all records that belong to the Mobile Service layout.
You can choose to auto-follow your peers’ records that belong to particular layout. This way, you will be notified of any changes made to the record via Feeds in Zoho CRM.
You can automate assignment of leads/contacts/cases to CRM users based on the layout that they belong to. For example, you can create a rule that says all leads that belong to the Mobile Sales layout should be assigned to a particular sales rep.
This way, leads that come in via webforms and other third-party integrations such as Google AdWords will be automatically assigned to the user mentioned in the assignment rule. When an assignment rule is not mentioned, the record will be automatically assigned to the Standard layout for the module.
You can also automate the submission of records from a particular layout for approval by managers.
Zylker Mobiles requires several processes to be automated for the Potentials modules. Following are some of them.
If you look at these processes, most of them are dependent on the layout. Let us see how to create workflow rules in each of these cases.
Whenever the stage of a potential in the Mobile Sale layout is Closed Won, assign a task called “Initiate QA and Dispatch” to Charles Stone.
Create a new workflow rule for the Potentials module.
Choose to execute on a record action. Select the Rule Trigger as Edit.
Set the Rule Criteria as the following:
This way, only when both the criteria are met, the workflow rule will be executed. This ensures that the task is created only when a potential from the Mobile Sales layout is updated to Closed Won.
Assign a task – Initiate QA and dispatch – to the respective sales rep – in this case, Charles Stone.
Now, whenever Zylker Motors wins a mobile sale potential, a task will be automatically assigned to Charles Stone for him to initiate dispatch.
RESULT OF THE RULE
The stage of a potential called Big Deal – April, from the Mobile Sales Layout has been updated to Closed Won.
The task Initiate QA and dispatch is now automatically assigned to Charles Stone.
Similarly let us look at how the workflow processes for the rest of the cases are configured.
Whenever the stage of a potential in the Mobile Service layout is Closed Won, assign a task called “Initiate Service” to Fathima Yilmaz.
This is similar to the previous case. The only difference is that in the Rule Criteria, in stead of Layout is Mobile Sales, you will mention that Layout is Mobile Service and then create a task for Fathima Yilmaz.
This way, whenever Zylker Motors wins a mobile service potential, a task will be automatically assigned to Fathima Yilmaz for her to initiate service.
RESULT OF THE RULE
The stage of a potential called Service- large scale, from the Mobile Service Layout has been updated to Closed Won. The task Initiate Service is now automatically assigned to Fathima Yilmaz.
Whenever the Stage of a potential is updated to Issue Assessment, send an alert to the associated contact - “Your request is being assessed”.
In this case, it is not required for you to mention the Layout type in the rule criteria, as this stage occurs only in the Mobile Service layout in our example.
RESULT OF THE RULE
The stage of a potential called April service enquiry, associated to contact, David Smith, from the Mobile Service Layout has been updated to Issue Assessment. The email “Your request is being assessed” is now automatically sent to David.
A very powerful feature of layouts is that you can automate the shift of a record from one layout to another by writing a simple workflow rule for field update. Let us look at this case with an example.
Customers may sometimes return mobile phones they purchased for many reasons. In most cases, the reason for return is that their device was faulty. So in Zylker Mobiles, they decide to automatically move the return of faulty devices from the Mobile sales layout to their Mobile service section.
Let’s say there is a field called “Reason for Return” in the Mobile Sales layout. If this field is updated to “Faulty device”, the layout should be updated to Mobile Service.
RESULT OF THE RULE
Now when the Reason for Return field is updated to Faulty device, the record is automatically moved to the Mobile Service layout.
You can also create reports and dashboards for a module based on the different layouts created for the module. For example, the Zylker Mobiles team would like to know the sum of potentials in the Mobile Services layout as against that of the Mobile Sales layout.
Here is a Summary report of potentials grouped based on the Layout and the corresponding activity information.
Here is the report:
From the report, you can also create a dashboard for the same information.