Hello and welcome to this video.
Often when we are presented with many features and settings, we tend to get lost and take
time to decide what to get started with.
To accelerate the process of setting up we will go through a checklist to ensure that
your CRM has the bare minimal setup required to get your business up and running.
With this as the base, you will be able to set up a working CRM system quickly, and then
build from there depending on your requirements.
This checklist includes - -Adding company details
-Setting up business hours, -Adding users and defining their roles and
profile -setting up some basic customization, and
automation processes.
These tasks need to be performed BEFORE getting data into your CRM account.
So here is where you need to start - the Company details from the Setup page.
Here you must enter the following: Name, address, company logo, and contact information
- Helpful for pulling up company information in email templates and signatures.
Time zone - Instrumental in sending email notifications
and scheduling reminders.
Currency locale - Essential for entering amount fields such
as Deal Amount, Product Price, etc.
Super Admin - a user with admin privileges who is the
point of contact for all billing and subscription related communications from Zoho.
Business hours - To keep a check on the user's availability
when workflows are triggered and tasks are assigned.
There are some more advanced settings under Company Details that we will skip, as they
are not mandatory now.
For example: "Multi-currency" which is required only if
your business deals with different currencies.
Fiscal year which is essential in determining the forecasts.
Hierarchy Preference, which is set to Role hierarchy by default and can also be set to
Reporting hierarchy.
Based on the hierarchy CRM data is accessible and shared among users.
Next, let's invite users but before doing that, you need to set up Roles and Profiles
which are the two fundamental concepts in user management.
You certainly don't want junior-level staff members to access their manager's confidential
data.
Therefore, it's important to map users to the correct roles and privileges in CRM, so
that data sharing and permissions are controlled efficiently across the system.
Roles can be accessed from Setup > Security Control > Roles.
You can replicate your company's hierarchical structure in roles.
This defines access to the data in your CRM account.
Here is a sample role hierarchy with CEO, Sales Managers, Sales Reps, and Sales Assistants.
According to this hierarchy, the CEO can see everyone's data as they occupy the top most
role in the hierarchy.
The Sales Managers can see the Sales Reps' and Sales Assistants' data, but not the CEO's
data.
Profiles can be accessed from Setup > Security Control > Profiles.
It is a collection of permissions that give users the access to different features in CRM.
Here is a sample sales profile where a user is given access to view and create leads,
contact, accounts, and deals but does not have the permission to delete these records.
Additionally, the sales profile does not have the access to manage users and customize various
elements in Zoho CRM. Now, let's invite one of the users, Jil Perry.
As an administrator, you need to add the basic personal detail and then map her to an appropriate
role and profile. If you want to capture some more specific details about the users in your company, you
can add custom fields in the User Layout. Next is enabling data sharing rules.
By default, data sharing in CRM follows the order established in the role hierarchy.
For example, consider this role hierarchy: CEO ----> Sales Managers ----> Sales Reps
----> Assistant. According to this default setup, sales reps can see the sales assistants' data but not
that of the sales managers or the CEO.
However, assume that you must overrule the role hierarchy because of some unique requirements.
For example, sales reps shouldn't access any of their managers' data except for leads.
To address this, the administrator can configure data sharing exceptions to the role hierarchy.
Exceptions can be of two types: -Module-level exceptions using Data sharing
rules under Secutiry Control: If you wish to share an entire module with a user in a
junior role, you can write data sharing rules like this - Record shared from, record shared
to and the access type.
-Record-level exceptions: If you wish to share only a few records with individual users,
you can use the Share option from the record's details page to provide Full access, read
and write or read only access.
Note that the user needs the Share permission in the profile to perform this.
Now, let's take a look at the access restrictions for the Zoho CRM account.
Zoho takes privacy and data security seriously and your data is secure on our servers.
In addition to our stringent security measures, we also allow users to configure their own
security settings in their Zoho accounts.
Here are the top two settings you can immediately set up for your CRM account:
Allowed IPs: Let's say you want your team members to access the CRM only from your office
and would like to prevent logins from other places, you can configure the IP addresses
from which logins are allowed.
When a user tries to sign into CRM from any IP address other than the one set up, CRM
will restrict the entry.
Two-factor authentication: TFA adds another layer of security to your Zoho accounts.
Once you enable two-factor authentication, in addition to your regular account password,
you will be prompted to enter a one-time password to login.
This OTP can be received as an SMS on your phone or via Zoho's One Auth application.
Once these are set up, you can move on to some basic customizations and automations.
Customizing modules: While Zoho CRM is designed to accommodate
most of the generic sales needs of an organization, the default setup may not be enough at all
times.
Each company comes with a set of unique requirements and so it is advisable to work on some basic
customization before you import your data.
The action items for basic module customizations are:
-Rename tabs -Edit existing fields
-Add new custom fields -Edit field properties
-Specify field permissions -Set validation rules
Let's go through each of them.
Rename tabs While a sales organization requires modules
such as Leads, Contacts, and Accounts, a university does not use this terminology.
The equivalent of Leads for them could be "Applicants," and successful applicants who
have been enrolled will be converted to "Students."
Edit existing fields The Lead Status field may have to be edited
as Applicant Status to reflect the application review stages at Zylker University.
Similarly, you can rename and edit existing fields, and trash the ones that you don't need.
Add custom fields Zylker may require a whole bunch of new fields
to be added to their Applicants module apart from the ones that exist.
Here are some of the most commonly used field types and examples of their use in the context
of Zylker University: Single line field: Applicant Enrollment ID
Picklist field: Department Lookup field: Courses
Currency field: Application fee Date field: Date of application
When you edit the properties of a field, there are a bunch of options that are useful.
We can go through some very useful ones.
Edit field property and this one is to mark a field as mandatory.
Do not allow duplicate values helps you mark a field as unique.
WIth this you can prevent duplicate records in CRM.
For example email address, passport number or social security number are examples of
unique values that can help you prevent duplicate records.
If you have enabled GDPR compliance settings, this option can make the field has sensitive.
You can specify permissions for users at the field level too.
For example, consider this field called Student'sTotal Score.
This can be edited by professors but can only be viewed by office admins.
So you can specify Read/Write access for the Professors profile and Read access for the
Management Staff profile. Set validation rules for key fields in order to ensure that the CRM arrests any kind of
unacceptable data even as it's being entered in CRM.
For example, let's say that Zylker University does not accept the application of a student
with a CGPA of less than 3 for any of their courses.
In such a case, Zylker could set a validation rule for the CGPA field that states, "If CGPA
< 3, show a suitable error message.
There are many more options in customization, but it's ideal to get started with these items
and configure more settings as you go.
Moving on, you can set up some basic automation workflows to save time and cut down on most
of your manual efforts such as sending routine emails, tasks, and reminders.
For example: As soon as contacts are created in your CRM,
you may want to send them a bunch of welcome emails.
Or when a deal worth more than $25,000 is created, you may want to trigger email notifications
to the CEO and sales manager.
These can be set up using workflow rules.
Then perhaps leads based on cold calls have to be assigned to a specific person in your
team the moment they are added to CRM.
This can be done with the help of assignment rules.
There could be such routine actions that need to be automated the moment you import data.
So it's a good practice to set up these automation workflows even before you get your data in.
Next up is emails and templates Emails, without an argument, remains the primary
means of communication in any business.
So when you have a long list of emails, how do you know which ones to attend to first?
It's not humanly possible to remember all your customers and the details of a deal,
which makes it hard to prioritize the emails.
That's why you need the sales context for your communication with customers, so you
can prioritize.
Setting up email in Zoho CRM provides just that; the required context.
To set up email, go to Setup > Channels > Email and configure your email account via IMAP.
Enter your email account, password, other the required details, and you are in!
With your email account configured under the Email tab, you can now send and receive emails
from CRM and add follow-up sales activities from the same tab with absolutely no need
to switch between applications.
If you have a common email address that you use to communicate with customers, simply
activate this as your Organization Email address.
You will find this under Setup > Channels > Email > Organization Emails.
After you have set up your email account, it is time you create some templates that
are commonly used for sending emails.
You can include merge fields in the appropriate places so that the email is personalized.
These email templates can be associated to the workflow rules, mass emails, auto-responders,
macros and other similar features.
We have come to the end of this first video in the CRM on boarding series.
As a next step, try creating a role and a profile with suitable permissions
and assign it to a new user you add.
a couple of fields to capture information specific to your business process
a workflow rules and an assignment rule with the examples explained earlier.
an email template that you want to send to your leads.