Hi and welcome to the video on scoring roles. In this video, we will look at what
scoring rules are and how you can set them up in Zoho CRM. Alright, let's get
started. Often in sales, not all leads require the
same level of attention. Sometimes you might end up spending too much time on a
particular lead who does not convert or you might have missed some leads who,
with a little bit of extra attention, would have easily moved further in your
sales pipeline. Scoring rules help you prioritize leads, contacts, accounts and
deals based on touchpoints such as calls, emails, survey, social and campaigns,
and even record properties. They help you work on records that matter to you most
and use your time wisely. Records are automatically scored as positive and
negative touch points based on their engagement with you. For example, you can
assign positive touch point scores when a lead answers your phone or opens and
replies to your email or even submits a survey form. You can assign negative
touch point scores when the email you send bounces or your call goes
unanswered. Similarly, you can assign positive and negative score points to
records based on certain fields. These points add up dynamically to project a
total score based on which you can follow up with them.
Ok, let's look at how you can set up Scoring rules in Zoho CRM. Once you've
logged into your Zoho CRM account go to Setup -> Automation -> Scoring rules. In the
Scoring rules page, select the module for which you want to set scoring rules. From
the drop-down here, you can set scoring rules for leads, accounts, contacts and
deals. For the purpose of this video, let's go with leads. Let's now define
rules for the leads fields. Go ahead and click this Add button here.
Let's say leads from the education sector in the US are your prime
prospects. You can prioritize these leads by scoring them higher based on the
corresponding fields. In the lead score, choose criteria pop-up, select industry
is Education. You can add multiple conditions to a single criteria. Choose
add and specify the points that should be added when the record satisfies this
criteria. Let's say 10 points. Similarly, select country is USA and
specify five points. Click Save. Over time, when you find that the conversion rate
is higher from a particular lead source, you could attach a higher positive score
for leads that come from that source so go ahead and add another criteria to add
3 points when the lead source is chat. Moving on, we have the email insights,
survey, campaigns, Facebook and Twitter. Let's look at how you can define the
rules based on all customer touchpoint platforms that you have enabled in Zoho
CRM. For example when a lead opens your email and clicks the links or likes your
post on Facebook, it's evident that they are interested in what you are offering.
You can make sure to keep them on top of all of your other contacts by scoring
them based on such Actions. Under Email Insights, click Add. As you can see, unlike
the field properties, the add and subtract status is predefined for these
rules. You can also choose to change it by clicking this drop-down here. Select
the rules that you want to be applied and specify the points. Always go by
logic. For example, you could give 3 points for an open, 5 for click, subtract 5
for bounce and add 10 for an incoming email. Once you're done click Save.
Similarly, go ahead and select your preferred criteria and specify the
points respectively for survey, campaigns, and Facebook. When you are done, these
scoring rules will be applied automatically for all the records
that will be created going forward. If you want to apply these rules for the
records that are already existing, click the 'Run scoring rules for all records'
button right on the top of this page here. Okay, before we look at how these
scores reflect in the records here is a best practice for you. Go to the Leads
module and edit your list view to include the column Score and Touch point
score. When you click these columns the records are automatically sorted and you
can work your way down the list and give priority to the records with a higher
score. Now, click on this lead at the top Charles Henr. You can see the score
right up front in the business card view of this lead. When you scroll down,
there's a whole new section called Score summary that's added where you can see
the score, the positive and negative scores, the touch point score, positive
and negative touch point scores individually. Notice that these fields
are locked and you cannot edit any of these scores. These scores are updated
based on the scoring rules that you have defined. The score here is 15. 10 points
for the industry being Education and 5 for the country being USA. The total
score that you see here is a combination of positive and negative scores and
touch point scores. Viewing this total score can help you with some
understanding of the records priority. However, it is better to look at the
score summary individually to get the whole picture.
Here's another lead, Jack Preston whose score is 3 with his lead source being
chat however the industry is not education and the country is not USA so
between Jack and Charles scoring the rules helps you prioritize the right
lead Charles who has a higher score and you can follow up with him to win this
deal. Thank you for watching.