CRM Help

Creating Opportunities

In Zoho CRM, you can create potentials by:

  • Entering data in the potential details form: You can manually fill in the Potential details gathered from various external sources.
  • Importing potentials from external sources: You can gather data through various sources and import the CSV and XLS files into Zoho CRM.
  • Converting lead to potential: On lead conversion, contacts, accounts and potentials can be created.


  • Some of the standard fields may not be visible or editable depending on your organization business process and field-level security settings.
  • In case you want to add or modify fields or would like to know more details on the usage of fields, please contact your System Administrator.

To understand the list of Zoho defined standard fields for Potentials, click here

Create Potentials Individually

You can create potentials individually by:

  • Filling in the details in the potential creation form.
  • Cloning the potential with a few changes from the existing potential details

To create potentials individually

  1. In the Potentials module, click New Potential.
  2. In the Create Potential page, enter the potential details.
  3. Click Save.


  • While selecting the Account or Contacts from the Lookup field's pop-up window, there is also an option to create an Account or Contact.
    You can use this option to quickly create an account or contact by providing some mandatory information. You have two options:
    • Click Save. The record will be saved and it will be listed with the other accounts or contacts. You can select it to associate to the potential that you were creating.
    • Click Save & Associate to save the new record and also associate it to the potential that you were creating.

To clone potentials

    1. In the Potentials tab, click a particular potential that is to be cloned.
    2. In the Potential Details page, click Clone.
    3. In the Clone Potential page, modify the required details.
    4. Click Save.

Associate Potentials with Other Records

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.

In the Potential Details page, you can update the following:

  • Sales Stage History: To view the history of the sales stage
  • Competitors: To associate competitors
  • Attachments: To attach documents
  • Notes: To add notes
  • Open Activities: To create tasks and events
  • Closed Activities: To display the completed tasks and events
  • Products: To add products
  • Quotes: To create quote for the potentials
  • Sales Orders: To create sales orders for the potential
  • Contact Roles : To select contacts associated
  • Emails: To send emails to the primary contact of potential
  • Cases: To create cases


  • For users who have activated the Zoho Mail Add-on - From a potential, if you send an email to the related contact, the email will be associated and listed under the contact's Email Related Lists. Also, the email will not be listed under the Sent Emails from CRM. From the drop-down, you need to select the user's name who sent the emails to view them.
  • When you send mass email from potentials, the email will not be associated to the related contact.

Associate Competitors with Potential

Most companies prefer to purchase products after analyzing different vendors. If you are working within a highly competitive market, where your competitors are directly competing with you in being awarded the deal, it is always better to know their strengths and weaknesses well in advance so that you can propose your offering in a better way.

This feature enables you to add the competitor's strengths and weaknesses.

To associate competitors with potential

  1. Click the Potentials tab.
  2. In the Potentials Home page, select the required potential.
  3. In the Potential Details page, the competitor details, if any, are displayed.
    • Click Competitor Name , Website , Strengths , or Weaknesses links to sort the display order of the records.
    • Click the relevant Edit or Del link to modify or delete the record respectively.
  4. Click New and do the following:
    • Enter the Competitor Name.
    • Enter the competitor's Website.
    • Enter the Strengths and Weaknesses in the respective text boxes.
  5. Click Save.

Map Contact Roles

While prospecting, you may need to contact different people (contacts) to finalize the sales deal. It is always better to know the contact's role in your prospecting organization, so that you always have the correct discussion with the right person. For example, explaining about product price and discounts is always better with the Financial Manager, whereas explaining product features is better with the Product Manager. This kind of approach helps you to negotiate with the prospecting organization in a better way and minimize the sales lead-time.

To map contact roles

  1. Click the Potentials tab.
  2. In the Potentials Home page, select the required potential.
  3. In the Potential Details page, the contact details, if any, are displayed under Contact Roles section.
    • Click Contact Name , Phone , Email , or Role Name links to sort the display order of the records.
    • Click the relevant Remove link to delete the record.
  4. Click Add Contact Role.
  5. In the Contact Roles Mapping page, for each contact select the role from the Contact Role drop-down list.
  6. Select the check box(es) of the contacts that you want to add.
    To associate all the contacts , select the select all check box.
  7. Click Save.

Customize Contact Roles

While prospecting, there is a need to contact different people (contacts) to close the sales deal. Contact Roles helps in knowing the role of the contact in the prospecting organization and then having the correct discussion with the right person. For instance, explaining details about the product price and discounts is always better with the Financial Manager where as product features should be discussed with the Product Manager.

By default, some of the contact roles such as, Decision Maker, Product Management, Purchasing and other roles are available. However, the contact roles can be customized according to specific business processes.


Profile Permission Required: Users with the Field-level Access permission in profile can access this feature.

To customize contact roles values

  1. Log in to Zoho CRM with Administrator privileges.
  2. Click Setup > Customization > Fields > Potentials > Contact Roles.
  3. In the Edit Contact Roles page, do the following:
    • Click Add Role or Delete Role links, if needed.
    • Modify the existing roles from the Contact Role text box.
  4. Click Save after updating the contact roles.

Set up Big Deal Alert

You can use the Big-deal Alert to notify your management or colleagues about a chance of being awarded a big deal that you would like to share with them. Sometimes, executive board members may be interested in knowing all of 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 or to the selected users and colleagues not registered as Zoho CRM users. By default, there is a Big Deal Alert in Zoho CRM that you can modify and use.

To configure big deal alert

  1. Click Setup > Automation > Workflow Rules.
  2. In the Workflow Rules page, select Potentials from the List of Rules drop-down list.
  3. Click Big Deal Rule from the list of rules.
  4. In the Rule Details page, the default criteria is " Amount >= 1000 and the probability = 100 ".
  5. Click Edit to modify the Rule Details.
  6. Under Actions > Instant Actions the Related Alerts, Tasks and Field Updates are listed.
    You can change them as per your requirements.
  7. Click Save.

Configure Sales Stage Picklist

To add or modify pick list value

  1. Click Setup > Customization > Fields > Potentials.
  2. From the list of potential fields, click the Edit link corresponding to the Stage field.
  3. Modify the existing details, and then click Save.