About:

This program prepares administrators to set up Zia Agents for their organization, build and govern agents in Agent Studio, and roll them out through the right deployment surface. It covers the full admin-relevant workflow: workspace and user setup, the four agent types, knowledge base, tools, connections, guardrails, testing, deployment, and observability — with hands-on labs throughout.

Who it is for:

Open to Zoho customers adopting Zia Agents. Especially relevant for admins responsible for configuring agents, managing connections and credits, governing access, and overseeing rollout across teams. No coding experience required, but familiarity with Zoho CRM/Desk concepts helps.

Training delivery and format:

Sessions are delivered in English with general examples from sales, support, and operations. Sessions provide a broad overview with industry examples — they are not tailored to specific business requirements. Trainers will not customize agents for individual business needs.

Training duration:

2 days | 7–8 hours per day (inclusive of breaks)

Day One: Setup, Studio & Building Your First Agent

Introduction to Zia Agents

  • What Zia Agents is and how it differs from bots and traditional automations
  • How Zia Agents relates to Zia, Ask Zia, and Zia Skills
  • Platform layout: Home, Agent Studio, Agents, Multi-Agents, Knowledge Base, Tools, Connections, Store, Settings

Workspace Setup (Settings)

  • Profile and organization details
  • Users, Roles, and Teams
  • Vendor Configuration: Zoho Key System (ZKS) - Zoho hosted LLM and OpenAI
  • Available models
  • BYOK keys
  • Credits and consumption tracking
  • Instant Messaging setup (WhatsApp via Meta Business)

Choosing the Right Agent Type

  • Agent without tools or knowledge base
  • Agent with knowledge base only
  • Agent with tools only
  • Agent with tools and knowledge base
  • When to use multi-agent workflows instead

Agent Studio

  • Create From Scratch (four-step flow)
  • Create with Zia AI (prompt-based)
  • Role tags and prompt bar shortcuts on Home

Step 1 — Basic Information

  • Name, description, icon
  • Vendor and model selection
  • Role and instructions

Step 2 — Knowledge Base

  • Adding files (PDF, Word, etc.)
  • URL and website sources
  • WorkDrive sync
  • Sync frequency for dynamic documents

Hands-on

  • Setting up a workspace from Settings
  • Building an FAQ agent end-to-end (Steps 1–2)

Day Two: Tools, Guardrails, Deployment & Governance

Step 3 — Tools and Connections

  • Pre-built tool catalog
  • Tool groups and reusability across agents
  • Connections: setup from Settings, from tool testing, or during agent configuration
  • Scopes: using the Required Scopes guide in the Test APIs dialog
  • Deluge authorization for connections

Step 4 — Configuring Guardrails

  • Built-in fairness checks
  • Built-in toxicity checks
  • Custom do’s and don’ts for your use case
  • Permissions: who can create, edit, and deploy agents

Testing Agents

  • Configuring test parameters
  • Validating tool calls and connections
  • Reviewing responses before deployment

Deploying Agents

  • Standalone agents vs. Digital Employee Agents
  • Deploy via Connection
  • Deploy as Digital Employee (in supported Zoho services)
  • Version management after going live

Integrating Deployed Agents

  • ChatKit
  • Cliq Chatbot (Create Bot)
  • WhatsApp
  • Agent API

Observability

  • Session-level monitoring
  • Execution metrics
  • Step-by-step run breakdowns
  • Consumption by agent

Agent Store for Admins

  • Discovering pre-built agents
  • Installing and configuring for your org
  • Industry-specific pre-built agents

Hands-on

  • Configuring a tool group with CRM data
  • Setting guardrails for the FAQ agent
  • Testing and deploying it via Cliq
  • Reviewing observability data after a few test runs

About:

This program covers the developer surface area of Zia Agents: API authentication, the Agent API, building custom tools through tool groups, Deluge integration, parameter mapping, and integrating agents into external systems. It is hands-on and code-along throughout.

Who it is for:

Developers and technical implementers building custom agent capabilities. Familiarity with REST APIs, OAuth 2.0, and Deluge is expected. Prerequisites align with the Zoho CRM Developer track.

Training delivery and format:

Sessions are delivered in English with code-along exercises. Participants need their own Zia Agents workspace and a Postman or equivalent API client. Trainers cover platform capabilities and patterns — not customer-specific implementation.

Training duration:

2 days | 7–8 hours per day (inclusive of breaks) Topics marked with * are upcoming or have limited public documentation as of now; coverage may be conceptual rather than hands-on at the time of training.

Day One: APIs, Authentication & Custom Tools

Platform Architecture for Developers

  • Component model: Agents, Multi-Agents, Knowledge Base, Tools, Connections
  • Standalone Agents vs. Digital Employee Agents
  • Vendor configuration and model selection

API Overview & Authentication

  • OAuth 2.0 setup and token generation
  • Scopes, permissions, rate limits

API Reference

  • Endpoint structure, headers, request format
  • systemArgs structure
  • Working Deluge example from the docs

Tool Groups in Depth

  • Pre-built vs. custom tools
  • How agents select tools at runtime
  • Sharing tool groups across agents

Building Custom Tools

  • Custom API tool design
  • Parameter mapping (Model, On-Trigger, Constant)
  • Response handling
  • Testing tools and reading the Required Scopes hint

Connections for Developers

  • Connection lifecycle
  • Scope strategy: minimum viable access
  • Auto Create vs. manual setup
  • Deluge sample code for testing

Hands-on

  • OAuth setup and first API call
  • Building a custom tool from scratch and wiring it into an agent

Day Two: Deluge, Multi-Agent, Integration & Capstone

Deluge for Agent Workflows

  • Calling Zia Agents from Deluge
  • Calling external services from Deluge inside an agent flow
  • Custom logic and branching around tool calls

Multi-Agent Workflows

  • Parent–child agent hierarchies
  • Context passing between agents
  • When to split into multi-agent vs. extend a single agent
  • Programmatic multi-agent orchestration *

Integrating Agents into Products

  • ChatKit, Cliq Chatbot (Create Bot), WhatsApp, Agent API
  • Webhook / event support *

What’s Coming for Developers

  • SDKs and CLI *
  • MCP outbound from Zia Agents to external models *
  • Agent Store publishing and versioning *

Capstone (Guided Build)

  • End-to-end: custom tool + Deluge function + KB + agent + Cliq deployment
  • Walkthrough and review

About:

This program helps end users get the most out of Zia Agents deployed by their organization, and build simple agents themselves using Create with Zia AI. Note: this track does not cover Ask Zia, which is a separate Zoho product with its own training path.

Who it is for:

Sales reps, SDRs, support agents, account managers, and operations users who interact with agents through Cliq, WhatsApp, ChatKit, or directly inside Zoho products. Also relevant for power users who want to build their own simple agents. No technical or admin background required.

Training delivery and format:

Sessions are delivered in English using practical examples from sales and support workflows. Use-case-driven and role-focused — designed to make participants productive with agents from day one.

Training duration:

1 day | 7–8 hours (inclusive of breaks)

Day One (Part 1): Working with Agents

Understanding Zia Agents

  • What Zia Agents are and what they can do for you
  • The four agent types — what to expect from each
  • Where you’ll meet agents day to day: Cliq, WhatsApp, ChatKit, in-product

Discovering and Using Agents

  • Browsing the Agent Store
  • Pre-built agents for sales, support, marketing, operations
  • Industry-specific pre-built agents
  • Installing an agent for your team

Working Effectively with Agents

  • Asking clear, useful questions
  • Reviewing what an agent did before approving
  • Knowing what an agent can’t do (and when to take over)
  • Read vs. write actions — what to double-check

Real-World Use Cases

  • SDR and lead qualification
  • Sales coaching and call review
  • Support ticket triage and summarization
  • Data enrichment and cleanup

Hands-on

  • Installing and using a pre-built agent in Cliq

Day One (Part 2): Building Your Own Simple Agent

Create with Zia AI

  • Using the Home prompt bar and role shortcuts
  • Describing what you want in plain language
  • Reviewing what Zia generates before saving

Customizing Your Agent

  • Refining the role and instructions
  • Adding your own knowledge: files, URLs, WorkDrive
  • Picking the right tool group (with admin help if needed)
  • Light-touch guardrails

Testing and Improving

  • Testing your agent before sharing
  • Reading the response and making adjustments
  • Reviewing session history
  • When to tune vs. switch to a different agent

Hands-on

  • Building an agent from scratch for a real workflow you bring to class
  • Testing it end-to-end

Through online training, we aim to offer a completely personalized One-on-One training package tailored exclusively to meet the trainees' business requirements.

register now