A company (or department within a company) that your organization is currently doing business with or plans to do business with in the future. One or more customers can be associated with an account.

Account Management Software

A software which records and processes accounting transactions within functional modules and functions as an accounting information system.


A variety of activities that a sales rep performs as a part of their routine, such as tasks, calls, or meetings.

Active Currency

The currencies in which your organization does business. Only active currencies can be used in deals, invoices, orders, and other places.


An overview of an organization's data in the form of reports displayed on a dashboard that contains data on the revenue for the month, sales reps' performance, pipeline by probability, etc. In other words, analytics helps companies see the key performance metrics.

Assignment Rule

A rule which lets you automatically assign records to users based on criteria such as their region (Washington, Ohio, etc.) or lead source (webform, social media, etc.).


A CRM user who has access to all modules and records. They have default permissions to configure a feature or initiate an integration. They can also add users to the organization's CRM account.

Approval Process

A process that automatically send records for approval to the specified approvers.


A set of routines, programming protocols, and tools for building software applications.

Auto Responder

Automates the email follow-up process by sending emails on a specific date or at set intervals.

Auth Token

The authentication token that gives you the permission to use APIs from your Zoho CRM account.


There are five actions (email notifications, assigning tasks, field updates, custom functions, and webhooks) that can be created to help in automating your sales and marketing activities. These actions can be associated with Workflow Rules, Blueprints, and Approval Processes.

Auto Number Field

A field that automatically generates unique serial numbers for every record, like product or order numbers.


A process by which various business related activities, such as sending emails, assigning tasks, creation of records, etc., can be automated.

Audit Log

Provides the list of actions performed on a record by the CRM users in a chronological order.


Business Card View

A card-like view, displayed inside the record detail page, that holds important information about a contact. It gives a quick preview of the contact's details.

Business Hours

Defines the working hours of a company or organization, which could be either 24/7 or 24/5.


An online replica of the complete business process that provides step-by-step guidelines for users to follow from start to end.

Best Time to Contact

Zia suggests the best time to call or email a customer based on the day or time they usually answer the calls or reply to emails.


Canvas View

A view that lets you customize the interface of the list view and record details page by using design elements like background image, color, fonts, sections, tables, icons as field labels, and more.


Practices, strategies, and tools that companies use to analyse and improve customer relations, and drive sales growth.

Company Details

Organization-specific details such as business hours, currency, fiscal year, company logo, etc., that are displayed in places like email signatures, orders, invoices, etc.


A tool that helps you plan and monitor email marketing campaigns in your business.

Compliance Settings

A set of guidelines that allow you to manage, handle, and process customers' personal data in compliance with GDPR.


People with whom you communicate for a business opportunity. In a B2B scenario, they can be your business partners or the point of contact for your partners.


An authentication mechanism which connects the Zoho CRM account to a third-party application.

Create Record Action

A workflow action that allows automatic creation of records in a module upon meeting a set criteria.

Common Operations

Operations that are frequently performed by the CRM users, such as record creation, data search, mass updates, etc., are called Common Operations. Many of these operations can be automated to save time and effort.


A user who has the same privileges as a record owner. This can be achieved by adding a user field to a layout.


A feature consisting of multiple communication platforms that help you enhance communication with your customers. The platforms include email, telephony, social, chat, sales signals, and portals.

Consulting Partner

A partner who can customize, integrate, and implement CRM solutions for its clients.


The process of modifying or altering various elements in your CRM account to match your business requirements.

Custom Fields

Fields you can create to fit your business and the type of information you want records to have such as 'Property Type' for a real estate company or 'Local Guardian Name' for an educational institution.

Custom Links

Links which you create to access third-party URLs from Zoho CRM. They can be added to modules, related lists, etc.

Custom Modules

Aside from system-defined modules, CRM users can create modules of their own such as Clients, Properties, etc., based on individuals business requirements. These modules are called Custom or user-defined modules.

Copy Customization

A feature that allows you to copy the customizations and configurations from one CRM account to another.


Module where issues, complaints, and feedback received from customers are stored.

Criteria Pattern

A criteria pattern that helps you filter out a set of objects based on the set criteria.

Case Escalation Rules

Rules that escalate unattended cases to the managers or other members in the hierarchy for immediate attention.


Build personalized customer journeys and orchestrate them from start to end by automating actions or activities at every stage.

CRM Variables

Pseudo-module fields that are used to store static and reusable information in your Zoho CRM account. Email templates and mail merge templates use CRM variables. For example, you can ensure better data integrity and re-usability by using CRM variables with custom functions.



A visual representation of organization's key metrics. Dashboards include charts, KPIs, comparators, target meters, cohorts, quadrants, and anomaly detectors.

Data Sharing Rules

Rules that allow for sharing data with others in the organization.

Developer Space

It offers various features such as Functions, Connections, Widgets, and APIs to customize and integrate with your own or third-party applications with ease.


The most important records in any CRM system. They generate revenue for your organization. This module helps you keep track of all your business opportunities.

Data Enrichment

A method by which Zia captures contact's information such as email address, locations, designation, etc., from a website or email signature.

Differential Discount

A pricing strategy that provides discounts to a selected group of people using rebates, coupons, etc. It means that certain customers pay less for the same product than others.

Data Privacy

A set of guidelines that are followed under GDPR compliance to ensure customers' privacy. It specifies rules for obtaining customer consent and handling personal data.



The different editions of Zoho CRM made available to the customer. They can choose from the Free, Standard, Professional, Enterprise, and Ultimate Editions.

Email Templates

Templates that allow you to send one message to multiple recipients.

Email Notification

An automatic workflow that you can set up to send emails automatically to customers upon satisfying set condition(s). For example, sending an email when a customer makes a purchase.

Enterprise Edition

The edition of Zoho CRM that is suitable for organizations who need advanced features to run their business processes.

Exchange Rates

A tool used to convert an amount in one currency to the home currency used by your organization.


A process that gathers data from individual modules and transfers them to external sources.



A messaging platform that allows you to openly share your views, have important discussions with your team in real time, and speed up the decision-making process.

Flat Discount

A fixed discount for all prospects and customers.

Fiscal Year

A 12-month period that a typical organization uses to determine their operating budget.


A single piece of data such as name, date of birth, email or telephone number.

Field Update

An automated action that updates the value in a field when triggered by a workflow rule such as 'Welcome Email is Sent' or 'Payment Status is Paid'.

Field Properties

The characteristics and behavior of the data added to a particular field.

Field-level Security

The right of an Administrator to restrict access to fields in a module by setting specific permissions for specific people.


The process of predicting or estimating future sales, and setting short-term and long-term targets using past sales data.

Formula Fields

Fields defined by the user that can dynamically calculate data based on the values returned by other standard or custom fields.

Feeds Slider

The slider allows you to view records or activities that have not been updated for a certain period of time. It can be set from 1 to 180 days.


Code snippets users in Zoho CRM can create to update the data in related CRM modules or third-party applications.

First Touch

One of six different attribution models to help your business best measure campaign ROI. This particular model gives full credit to the first touch point on the customer's journey.



The gamification element to Zoho CRM. Gamescope makes sales more fun through contests and awards.

GDPR Compliance

The General Data Protection Regulation in Zoho CRM is designed to meet the privacy rights set by the EU.


Hierarchy Preference

An organization's hierarchy (e.g. role hierarchy or reporting hierarchy). At any given time, there can be only one type of hierarchy for an organization.

Home Currency

The primary currency that your organization uses for its business. This is often the currency used to generate annual reports and calculate the company's income.



A bill or commercial document issued by the seller to the buyer, which includes the products, quantities, and the price agreed upon for products or services.


The process of syncing Zoho CRM with other third-party apps for better collaboration and productivity.

Instant Actions

Automatic actions such as email notifications, tasks, field updates, webhooks, custom functions, tags, and record creation that are triggered immediately when a workflow rule is executed. For instance an email is triggered as soon as the payment has been completed.


The process of gathering data from various external sources and transferring them to Zoho CRM.


It stands for Internet Message Access Protocol, and is used by email clients all over the world to retrieve email messages from a mail server.

Inactive Currency

List of currencies an organization doesn't use anymore. Once deactivated, these currencies will not be deleted. They will still be listed under Currencies.

Image Validation

A process by which images uploaded to CRM via portal, API, or manual entry are validated before they enter the system.


Java SDKs

A software development environment used for developing Java applications and applets. This includes the Java Runtime Environment (JRE), an interpreter/loader, compiler, archiver and document generator.


Kanban View

A card-based view that displays data in an organized manner. The Kanban View segregates data on leads based on their status, or categorizes sales based on their stages in the pipeline.



Prospective customers who have shown interest in your product or company.

Line Items

A group of items related to a product or service.

List View

Grouping of records through a defined set of criteria which lets you view customer specific data according to your business requirements.


A marketing attribution model that equally distributes the ROI value among all the campaigns from start to end.

Last Touch

A marketing attribution model that ascribes the largest sum of the ROI to the most recent campaign.



A group of actions that always occur together and can be set to take place automatically.

Module Views

A tool that gives you ways to sort, categorize, and view your records. You can prioritize your tasks by viewing only those records that you need the most. You can view records in List View, Kanban View, and Canvas View.

Macro Suggestion

A suggestion by Zia to automate a set of activities that occur repeatedly.


The marketplace features a host of handpicked extensions for Zoho applications designed to enhance your business process.

Mobile SDKs

A set of software development tools that allow for a wide range of varied mobile apps for smart phones and tablets.


The tabs in the top menu inside CRM are called modules. There are default modules, called Standard modules, and Custom modules that users can create according to their needs.

Module-level Security

An option that allows admins to restrict specific users from accessing a particular module.

Multi-select Field

A field that lets users choose more than one value for a particular field. For instance, a field for a real estate company, 'Preferred Amenities,' could let you select multiple options out of Hospital, Pharmacy, Supermarket, or Gymnasium.

Multiple Currencies

Businesses that operate globally can use different currencies for different countries.

Marketing Attribution

A feature made up of six models which help in calculating the exact ROI value for the campaigns.

My Jobs

A module that displays all Blueprint records, records waiting for approval, and those under review.



The process of easily moving back and forth between records.

Node JS SDKs

A wrapper for Zoho CRM APIs. Invoking a Zoho CRM API from your Node application is a function call for the most appropriate response.


Page Layout

The organization of fields, custom links, and related lists on a record's details or edit page. Page layouts let you customize the content of record pages for your users.


Individuals or companies you collaborate with to close deals.

Personal Settings

Settings and customization options which help users personalize their CRM experience, according to their personal preferences. Users can choose their country locale, language, time zone, date format and more.


The different stages through which a deal passes. Every deal can have a different sales process, which can be shown with the help of pipelines.


An email protocol where messages are received and held by the Internet server.


A web-based application which allows customers, partners and vendors to have access to certain modules, pricing, and sales information.

Picklist Field

A field that contains multiple values. It allows the users to select one of the options.

Personal Field

Fields that contain a customer's personal data, such as email addresses, location, phone numbers, etc., are marked as personal fields. They can also be categorized as sensitive fields, which means that extra care must be taken while gathering such data.

Pipeline Stages

A visual representation of the sales process that shows the current position of the prospect in the sales cycle.

Purchase Order

A commercial document and first official letter issued by a buyer to a seller, initiating the purchase process.

Price Book

A book where the normal prices of an item are listed for all suppliers, allowing buyers to determine the lowest possible price.


Goods or services bought by an organization.

Process Management

A category in the CRM setup page that consists of features that help in managing business processes such as Blueprint, Sandbox, Approval Process, or CommandCenter.


Different permissions that can be defined for users based on their designation.

Professional Edition

An edition designed for users who need full-featured CRM functionality.

Python SDKs

Software environment used for developing Python applications and applets.


Zoho CRM's intelligent sales assistant, Zia, scores and sorts your records into different focus groups so that you know how to treat every record. This helps you which leads are just a call away from converting or which deals are slipping away.



A legal agreement between a customer and a vendor to deliver the requested products at the agreed upon price within the stipulated time.



Recency, Frequency, and Monetary values represent the purchase pattern of a customer. These values help in determining the customer's behavior patterns and then segments them into different categories based on these patterns.

Recent Items

A list of activities that have recently been added or modified in Zoho CRM.


It contains all the information about the entity. A record can be a lead, contact, deal, order, product, etc.


A suggestion made by Zia based on a customer's existing data. Zia recommends a suitable product based on data like purchase details, interests, and requirements.

Recurring Event

An event or activity that occurs repeatedly.

Record Owner

A CRM user who is the owner of the record. The record owner has the privilege to edit, share, or update the record. A record owner can be a sales rep, manager, or any other user who has access to CRM.

Review Process

A process that allows the fields of a record to be reviewed before it enters the CRM system.

Record-level Sharing

A type of sharing that allows users with the administrator profile in CRM to share records with other users in the organization.

Related List

A section in a module where the list of records that are associated with the module are displayed. For example, deals records inside the Contacts module.


Business data presented in a tabular format. There are both standard and custom reports. A report can be shared with other users in the organization.

Reorder Level

The level at which a company makes a new order or starts a manufacturing run to prevent shortages, while also avoiding overstocking.

Reporting Hierarchy

A hierarchy structure that lets you assign reporting managers for each user. This is done to ensure that only the relevant manager can access data.


Levels in an organization hierarchy, such as manager, sales rep, marketing head, etc. A similar hierarchy can be created in CRM to clearly organize data visibility and access. Users with superior roles can access the data of their subordinates.

Ruby SDKs

Software environment that allows developers to integrate their Zoho CRM API into the Ruby applications.

Remove Sample Data

A single-click delete option for all the sample data in your account. This will only delete the sample records and not any other data that may have been added to the account.


Sales Order

A confirmation document sent to customers before delivering products or services.

Sales Quota

Targets set for sales reps for a specific time-period.

Sales Force Automation

This refers to a method in which software solutions are used to streamline the execution of a sales cycle.

Scheduled Actions

Actions that can be triggered to occur at a specific time. Scheduled actions can be configured for workflow rules. They include email notifications, task assignment, field updates, tags, webhooks, and functions.

Scoring Rules

You can prioritize prospects, deals, or contacts based on their responsiveness by assigning scores. Scores are given for different touch points like call, email, social responses, and more.


A tool for email which seamlessly integrates with Zoho CRM to combine email and CRM information in one place.


A Software Development Kit (SDK) typically a set of software development tools which allows creation of applications for a software package, software framework, hardware platform, operating system, or any similar development platform.


By adding SalesIQ (live chat customer support software) to your existing CRM account, you will be able to extend your ability to connect with customers.

Server Side SDKs

Tools to create client applications that let you easily access the required APIs.


A system-defined module that stores solutions for the cases or issues raised by customers.

Shift Hours

The working hours within the organization's business hours. A shift can have the same hours everyday or different hours each day.


A test environment where configurations made in the CRM account can be tested before rolling them out for the organization or users.

Software as a Service (SaaS)

Software that is readily available for online use.


Different stages a record moves through in a business process. States are configured in Blueprint and CommandCenter.

Special Fields

A type of system-defined field that is specific to certain modules only. They include: Terms and Conditions fields Tax Rates fields Stage Probability fields Contact Role fields


Customizable actions that can be triggered automatically using functions. Schedules are used to integrate Zoho CRM with other applications or websites.

Stage Probability Mapping

Defines the criteria for various sales stages and assigns different probabilities for the sales stage values.


A notification tool that alerts a user whenever a customer visits the company's website, posts on social media, or submits a ticket.

Standard Fields

A list of fields that are provided by Zoho CRM for each module. These cannot be renamed or deleted.

Super Admin

A user who has the highest privileges in the organization's CRM account. Only the super admin has authority over the entire CRM. Communication regarding billing and other financial transactions concerning Zoho will also be sent to the Super Admin.


A method used to categorize your customer base into different groups based on their purchasing patterns. Segmentation uses the RFM (Recency, Frequency, Monetary) metrics to segregate customers.


Territory Management

A feature that segments an organization's sales force structure into territories so that accounts in Zoho CRM can be grouped and shared with salespeople based on geography, industry, product line, and expected revenue.


A link between two states in Blueprint and CommandCenter. It prescribes the conditions that are needed for a record to move from one state to another.


Keywords assigned to a record for ease of identification. Tags can be used to segregate records for workflows and create custom list views by defining criteria based on your requirements.

Time Decay Attribution Model

A marketing attribution model that ascribes ROI to the campaigns in chronological order. The most recent campaign is given the highest amount.


A tool that lets users integrate their telephony services with CRM to facilitate call management from within CRM.


A feature that helps you translate field names and picklist values to 28 languages in Zoho CRM.


Any activity, such as conducting a product demo or a webinar, that a user has to perform within a stipulated time.



A person who has access to the organization's Zoho CRM account. They can perform activities based on the permissions given by the administrator, manage their records, and access the records shared by other users in the organization.

U-Shape Attribution Model

A marketing attribution model that ascribes a larger sum of the ROI to campaigns at two stages and the remaining amount to the intermediate stages.



A tab or module that is used to store information about vendors. You can view details of contacts and the products and orders that they are associated with in the module.


A tab or module that stores information about website visitors.



Embeddable UI components that allow CRM users to access other applications from Zoho CR setup.

Web Form

A form that is hosted on company webpages to capture information from interested prospects.

Web Form Analytics

A feature used to analyze the performance of the web forms by identifying how well the visitors interact with your web forms and what causes them not to finish the form.

Web Form A/B Testing

The process of running an experiment where two or more variations of a web form are shown to different segments of the website visitors.


A tool used to send information or notifications to any third-party application from Zoho CRM.


A feature you can use to divide a long form into a series of screens, where users can enter data on each screen as they proceed to the next step until completion.

Workflow Rules

A configuration that automates regular business activities. It is a continuous process that takes place whenever the record satisfies the condition.

Workflow Alerts

A method by which Zia identifies and flags anomalies that are likely to occur due to errors in workflow configurations. An email template is sent to the relevant person or people in the organization.

W-Shape Attribution Model

One of the marketing attribution models, that ascribes a larger sum of the ROI to three stages and the remaining amount to the intermediate stages. The percentage and the stages are usually defined by the user based on business requirements.

Workflow Suggestion

Any business activity that is performed repeatedly by users is identified by Zia and suggested to be automated via workflows.



Zia is the intelligent sales assistant for Zoho CRM. It can analyze the key business metrics and give insights that allow businesses to predict outcomes, recommend products, know the intent or sentiment of an email, and more.

Zia Reminders

Alerts users of any upcoming activity by showing pop-up notifications in CRM.

Zia Notification

When Zia notices something unusual in your workflows or in your records, it will send you alerts.

Zia Voice

The conversational AI for Zoho CRM that lets users chat or talk with Zia to perform daily activities more efficiently.

Zia in Email

Zia captures data for you from email signatures and uses it to enrich customers' contact information.