Hi and welcome to this video where we will be covering the Basics of Zoho CRM.
In this video, we will take a tour of Zoho CRM and learn about some of its basic elements
and functionalities.
We will cover:
-the key terminologies used in Zoho CRM -ways to search records and navigate the components
present in your Home tab, and -the Setup section, where there are a lot
of option to configure and make CRM your own.
So let's get started.
The first screen that you see after you log in is the Home page available under the Home
tab.
The Home tab is a quick indicator of the progress of all your CRM activities.
Besides that it also serves as a great place to organize your day's work, and manage those
of your team.
It contains components from different modules such as Tasks, Potentials, Dashboards and
so on.
You can switch between three types of views here:
-The Classic view which is the default view that we see here.
This lists 3 standard components which cannot be edited.
It shows the respective user's Tasks, Events and Records in Pipeline by Stage Next is the user's home page.
This view allows individual users to customize the Home tab for their own account.
You can add components that you need, reorder and resize them as required and view them
in full screen and lastly, the customize home page - This
view allows you to customize the Home page for users in different roles.
The users associated with that particular role will then have this as their default
home page every time they log in to their CRM.
For instance, you can create a customized home page for salespeople including only the
components that are relevant to them.
Now let's move on to the other tabs.
Each tab here is what we call modules that allows you to group all the relevant data.
For example, the Leads module is where you find all the details about your leads as individual
records.
There are a set of default modules available in Zoho CRM but you also have the option to
create custom module as per your requirement.
Let's take a look at a few important default modules in Zoho CRM.
Leads are the individuals or representatives of an organization with whom you could potentially
have a business relationship.
Accounts represent companies or departments within a company with which your organization
has business and Contacts are the people in those organization with whom you carry out
all the business related communications.
Deals are the business opportunities you have with an organization or people who generate revenue for your company.
Activities help you capture all the meetings, calls and tasks that you carry out with leads, contacts or accounts.
This menu on the top-left corner has options to create and manage Tab Groups.
Tab Groups allow you to group relevant modules together and display only the required ones
to avoid clutter.
On the right we have the search option.
Enter a keyword and you will get search results from all the available modules.
The bell icon next is for notifications. There are two categories to it.
SalesSignals keeps you informed about your customers' interaction with your brand across
multiple channels such as emails, calls, surveys,campaigns, etc.
For example, you have a lead with whom a demo is scheduled for next week.
The same lead visits your website to know more about your products.
With SalesSignals, you will receive notification as soon as the lead visits your company's
website and you can identify the webpages,accessed by your lead, the time spent, and
the information your lead is interested in.
These details will help you prepare for the demo.
In order to understand the Feeds notification, lets take a look at the module called Feeds.
It provides a space where you can openly share your views and discuss matters with team members
to speed up the decision process. Additionally, Feeds also gives you updates on the important records that you follow such
as who updated a record, what changes were made to a record, etc.
If a user mentions you in a message/comment or mentions the group that you are part of,
you get a notification here. The plus icons is to add records and this is the calendar where you can add your events
or schedule a call.
Mark youself unavailable to take calls or other follow-up activities if you will be
out of town or busy in an event.
The events you are invited to are marked like this and you can accept these invitations
or decline them.
Now let's take a closer look at one of the modules, Leads. In the Leads module this is a List View which is basically the grouping of records based
on a defined set of criteria.
For example, this list view has leads that are owned by me.
Similarily, there are other such list views and you can create more, as per your requirement.
The plus icon here is to add new records, in this case a lead.
The Create Lead page displays this layout with a set of fields.
The red marking in the textbox means that the field is mandatory, for example the Last Name.
Let's fill in some details and save the record,to see the record's details page.
The first section is the business card view which lets you have a quick glance at some
of the important information about the record. You can replace these 5 fields based on the details that you would want to know first.
Click on this Show Details link to view the complete information about this lead.
On the top left, we have the Timeline, which displays all the upcoming activities and history
of all actions that took place in the record and the Data Privacy which will be available if Compliance settings is enabled.
There maybe various other records from other modules that are associated to this lead.
All these records are captured here and these sections are called the Related Lists.
For example Attachments, Activities, Emails,Social interactions and more.
Additional actions can be performed from the top of the page.
You can Send Email, Convert the lead into a contact, edit them from here and click More which displays all the other actions that can be performed in a record.
The Next and the Previous buttons help you navigate between the records.
If you have a set of leads in a spreadsheet and would like to add them into CRM, you can easily import them too.
Once the records are added, you can switch between three different views: List View, Kanban View, and the Canvas view.
List view is the default view that we saw earlier. Kanban view is a card-based view that displays the data in an organized manner for better comprehension.
For example, you can sort the leads based on their status or categorize the deals depending on different stages.
This sort of information gives better insights about potential bottlenecks and lets you fix them effectively.
Unlike list views, there are no pre-defined kanban views available, except for Activities, Social, Visits, Deals and SalesInbox modules.
The Canvas view lets you completely personalize the way you view the records.
There is a gallery of design templates that you can choose from or create and customize one.
You can make it visually attractive, which helps you find the major details that you are looking for without even opening the record.
When you have to carry out the same action for a set of records, you can use the bulk actions by clicking the more icon here.
Now, you can always increase the number of records that you would like to see in a page
and it can go up to 100.
These records can be further sorted in ascending or descending order.
The advanced filters here is another very useful feature.
With a this filter, you can run advanced searches based on the activities associated to the
records, such as leads "without any activity in the past 2 days".
Or "leads to which emails were sent yesterday and has the status as Opened.
If you are applying a particular filter often, you can save it as well.
Coming back to the modules, the entire list of modules can be seen here.
When there is this big list of modules, you might want to reduce the clutter and see only the tabs that are relevant for a person.
For this reason Zoho CRM has tab groups. It is one convenient feature that groups relevant modules together for easy navigation.
For example, a sales rep will frequently work with these modules and so this tab group can
be created. Now let's move on to the setup page and understand the purpose behind each function.
The functionalities are grouped into categories such as General, Users and Control, Channels, Customization, and Automation.
Let us go through some of the important features in Setup.
It's always ideal to add your personal information and the details of your company before you
begin. So the first thing you would do is to go to General Settings and add them.
In addition to that you can also configure the fiscal year, business hours, holidays,
currencies and the hierarchy preference which defines how the data is shared among your CRM users.
Selling need not be just about money and targets,you can also add fun by setting up Gamescope.
Set up trophies, and badges to see how your people compete and enjoy the work they do.
Zia is an AI - powered sales assistant in Zoho CRM who stays on top of everything for
you to give you key business information.
She can predict the outcome of a deal or lead, give suggestions, answer your questions, remind
you about your activities and notify whenever necessary.
You can also pre-configure questions for which Zia finds the necessary answers, whenever
you ask.
Next is the Users and Control.
Before we check out the details on Users, let us take a look at roles and profiles.
Roles define who you are in the organization.
Based on the role, a user can have access to the data.
For example, a sales rep need not access the records owned by the manager.
Profiles on the other hand define what you can do in your CRM account.
It provides and restricts access to the features in CRM.
While a sales rep can create and edit records, he may not be given the permission to delete
records in the Leads and Contact modules.
These permissions are defined using profiles and once they are set, you can add a user
and assign them to the appropriate role and profile.
To comply with GDPR, Zoho CRM provides a set of features under the Compliance settings.
GDPR as we know it is a set of rules designed to provide EU residents control over how their
personal data can be used by companies across the globe.
In Zoho CRM you can update the lawful bases to process personal data, secure customers'
personal information, get consent from people to use them information and address data subject
rights when individuals seek to exercise them.
Territory Management can be useful when you have business in different parts of the world
and you need to segregate contacts and accounts based on a defined set of criteria.
Territories can be based on various factors such as geography, industry, product line,
the expected revenue, verticals, etc.
It makes it easy to provide access only to selective accounts, for individuals from different
teams to work together for a common sales objective.
Once the basic setup is complete, you can establish multiple ways in which you can connect with your customers.
Channels here allow you to integrate your email, phone and social media accounts in Zoho CRM.
When this is done, all the emails, phone calls and social media interactions with your customers
can be captured in Zoho CRM.
You can also track the visitors who are checking out your webpage and offer chat assistance
by bringing in Zoho SalesIQ.
When the means of communication is vast, customers can reach out to you in various ways and it's
important to be aware of them all to offer a timely response.
SalesSignal sends you real-time notifications of your customer's interaction, be it a comment
on social media, submission of a survey, missed call and whether your email is opened or not,
you can know everything.
Moving on to the Customization category which is one of the most essential parts of Zoho
CRM.
One company will not have the same requirements as that of the other.
Personalizing CRM to suit your business requirements will help manage your business process effectively.
Here, you have features to create new modules, layouts and fields, personalize email templates
with the easy drag and drop editor. Repeated tasks take away your precious time.
The Automation and Process Management features are important in making your tasks simpler
by automating a major part of it. For example, the Workflow rules allow you to specify the criteria when an action has
to be executed. The rule automates the process of notifying a user via email, adding tasks, updating fields,
adding tags and more.
You can also schedule any action to take place at a later date or time.
These are the different actions that can be associated to the rule.
Set up assignment rules here so that whenever records are added via import or web forms,
you can automate the process of assigning the records to the respective owners.
Say for example, Leads from Japan are handled by James, Leads from USA are handled by Mike.
Based on the organization-wide record distribution process or round-robin process, you can create
assignment rules and automatically assign records to James and Mike.
Timely act on resolving customer problems is important.
When they are not resolved, it leaves a bad mark on the company's reputation.
When the person who is supposed to handle the case couldn't do so, escalating it to
another person in the organization's hierarchy is the natural process.
To automate this process you can create a case escalation rule here and specify the
criteria of the case that should be escalated if it's not handled in the prescribed time.
With the Scoring Rules feature you can prioritize leads, contacts, accounts, and deals based
on record properties like fields, and customer touch points such as calls, emails, social
signals, etc.
By assigning positive and negative points to each property, points add up dynamically
for a record.
These scores can help you identify an important lead or deal.
Blueprint under Process Management is the one feature that you'll need to configure
if you want to streamline your business process.
It helps you create an online replica of the business process which is otherwise discussed
in sales meetings and board rooms.
As a simple example, say after every customer demo your sales reps are asked to change the
Status to Demo Completed and also need to add the feedback of the customers.
Blueprint ensures that these actions are performed and only then the record moves to the next
stage.
Approval Process is another useful feature that helps you automate the submission of records for approval.
For example, you want an approval from the manager for increasing the discount for a
customer or extending the purchase licence of a product.
By setting up the right criteria in the approval process you can make it easy to get your manager's
approval.
Follow-up actions can also be set up that can be executed when the request is approved
or rejected.
At the end of the day, it all comes to managing data.
You can import and export data, schedule a data backup and monitor storage in the Data
Administration category.
Additionally, the history of all the actions carried out will be recorded in the audit
log section here.
That's not all, you have Sandbox, a testing environment where you can configure all your
settings without affecting the actual data.
Marketplace category lists out the various integrations that Zoho CRM has with Zoho's
other products, Google, Microsoft and others.
And the Developer Space has tools for developers to come up with suitable business solutions
that can be built and data can be synchronized.
It offers a comprehensive suite of developer resources and web services and help you build
applications.
That's all in Setup.
Now let's recap on what we learnt in this video.
We learnt about the Home tab and the components one can add to
it, the various modules, and the list views in
them. the search capabilities to filter the records
and the important features available in the Setup section.
As a next step, we encourage you to log in to your Zoho CRM account and browse though
the modules and setup functionalities.
We also recommend that you add sample records and check out the various items in the record's details page.
To know more about the features in Setup, take a look at the How-to videos that guide
you through the concept and product demonstrations for individual features.