2009, AdventNet Inc. All rights reserved. Product Customization

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1 2009, AdventNet Inc. All rights reserved Product Customization

2 Table of Contents Introduction... 4 Company Details... 5 Company Logo... 6 Currency Settings... 7 Fiscal Year Settings... 8 Primary Contact... 9 Tab Settings Organize Tabs Rename Tabs Page-level Customization Customize Page Layout Organize Page Details Customize Related Lists Customize Search Layout Customize View Settings Field-level Customization Custom Fields - Overview Customize Currency Type Fields Add Pick list Values Add Multi-Select Pick list Values Create Lookup Field Create Auto Number Field Special Fields Customize Terms & Conditions Add Tax Rates Configure Sales Stage

3 Map Stage-Probability values Customize Contact Roles Standard Fields Leads Accounts Contacts Potentials Campaigns Forecasts Cases Solutions Products Price Books Quotes Sales Orders Invoices Vendors Purchase Order

4 INTRODUCTION Customizing Zoho CRM is the most powerful way of achieving a successful organization- specific Customer Relationship Management system. One of the key elements of Zoho CRM is its capacity to allow customization and the flexibility to do so, thus enabling a realistic and a holistic approach to CRM. Based on the organization's requirement, user(s) with Administrator privilege can implement Zoho CRM customization. The specific operational procedures for customization are explained below. Company Details Personalize Logo Currency Settings Fiscal Year Primary Contact Tab Settings Organize Tabs Rename Tabs Page-level Customization Customize Page Layout Organize Page details Related Lists Search Layout Custom View Field-level Customization Standard Fields Custom Fields Special Fields 4

5 COMPANY DETAILS These are certain organization specific details, which help differentiate one organization from the other. Zoho CRM recommends Users with Administrator privilege to customize these company specific details so that all users (across the organization) under an organization-specific account will have these common features. The general customizations pertaining to company details are: Company Logo Currency Settings Fiscal Year Settings 5

6 COMPANY LOGO In order to give a personalized look to CRM account, Zoho CRM allows organizations to change the default Zoho CRM logo by personal company logo. The customized company logo appears for all users within the account. However, there are certain norms to be observed while customizing company logo. Adding company logo necessarily requires a defined company name and converting from single user edition to corporate edition. The logo file size should not exceed 20 KB. For best viewing the logo dimension should be 188 (width) by 88 (height) pixels. The logo file format should be.jpg /.png /.gif. To Customize Logo 1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup Admin Settings Company Details. 3. In the Company Details page, click on Edit Browse for your company logo. 4. Click Save. Before Customization AFTER CUSTOMIZATION 6

7 CURRENCY SETTINGS Currency settings are an organization specific feature, which is set as per organization s fiscal currency settings. By default the currency is set to US dollar ($). However, user(s) with Administrator privilege can change the currency field depending on the organization s requirement. Based on the country locale you choose the currency value gets updated for Quotes, Invoices, Campaigns and other billing related fields. To Customize Currency Settings 1. Log in to Zoho CRM with Administrator privilege. 2. Click on the Setup Admin Settings Company Details. 3. In the Company Details page, click on Edit Currency Locale drop-down list. 4. Click Save. 7

8 FISCAL YEAR SETTINGS The fiscal year settings helps organization s to configure their fiscal cycle. Based on the selected fiscal start month, organizations can configure their fiscal cycle. Once the fiscal start month is selected, fiscal quarters are automatically rolled up. By default, the Zoho CRM fiscal start month is set to January. To set up Fiscal Year 1. Log in to Zoho CRM with Administrator privilege. 2. Click on the Setup Admin Settings Fiscal Year. 3. In the Fiscal Year page, select the Fiscal Start Month from the drop-down list. 4. Click on Submit OK to confirm the change. Note: Changing the Fiscal Start Month will affect change in the new as well as the existing Forecast records. Changing the Fiscal Start Month will affect the settings configured for Financial Year and Financial Quarter in Reports and Dashboards. 8

9 PRIMARY CONTACT The Primary contact is the single point of all communication within any organization. This contact relates to all transaction, bills, and communication from Zoho CRM. The organization s administrator has the privilege to change the primary contact (from the active Users), as per the company s requirements. To Customize Primary Contact 1. Log in to Zoho CRM with Administrator privilege. 2. Click on the Setup Admin Settings Company Details. 3. In the Company Details page, click on Edit Primary Contact drop-down list. 4. Click Save. 9

10 TAB SETTINGS Tabs represent the different modules that are offered in the Zoho CRM. By default there are 18 modules, each representing a set of functions. You can customize the Zoho CRM user interface according to your organization-wide business (sales, marketing, support, and inventory management) process. These tab settings are organization specific and so only Users with Administrator privilege can do the customization. The customization includes: Organize Tabs Rename Tabs ORGANIZE TABS the list. The option to organize tabs allows organizations to display only the relevant number of modules and hide the unwanted ones. For instance, an educational organization using Zoho CRM might not require the Quotes or Invoices this can be rather hidden. You can also change the order of the modules by moving them up or down To Organize Tabs 1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup Tab Settings Organize Tabs. 3. In the Organize Tabs page, use the horizontal arrows to select/deselect the tabs and use the vertical arrows to organize the tabs order. 4. Click Save. Note: Home tab cannot be hidden. Irrespective of profiles, hidden modules are not displayed to any users. 10

11 RENAME TABS The Zoho CRM system provides an option to rename the standard tab names according to industry-specific terminologies. For instance, the Leads tab might be renamed to Candidates in an educational institute. Users with Administrator privileges can change the tab names. These changes are reflected in the all the standard pages of the user interface except for custom reports and dashboards. The below image displays the industry specific tab names against the standard Zoho CRM tabs: To Rename Tabs 1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup Tab Settings Rename Tabs. 3. In the Rename Tabs page, click on Edit for the tab name to be changed. 4. In the Change Tab Name page, specify the name in New Tab Name field. 5. Click Save. 11

12 Note: New tab names will not be reflected on Page Layout, Reports, and Dashboards modules. Always standard names are displayed All the fields names will also change according to the new name. For example, if you change "Account" tab to "Client", the "Account Name" field will be changed to "Client Name". If you change a tab name to plural form with suffix "-ies" (last three characters - right to left), the singular form will be suffixed with "y". For example, if you change "Potentials" to "Opportunities", in all the places the singular form of "Potential" is changed to "Opportunity". While changing the tab name you can add singular and plural names for the tab. Ex: Leads vs. Lead. 12

13 PAGE-LEVEL CUSTOMIZATION Page-level customization is one of the important functions that allow CRM administrators to define the organization-specific requirements within each module. Ideally, this should be completed before rolling out the CRM system for the organization. The page-level customization includes: Customize Page Layout Organize Page Details Customize Related Lists Customize Search Layout Customize View Settings 13

14 CUSTOMIZE PAGE LAYOUT Customizing the page layout allows to arrange, show/hide and order fields within the module page. The drag and drop option enables easy customization of the following operations in the page layout: SHOW/HIDE FIELDS By default all the standard fields (Refer Field-level Customization) are displayed in each module page layout. You can hide some of the standard fields, add new custom fields to the pages and move fields from one section to other section. To show fields 1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup [Module] Settings Edit Page Layout. 3. In the Page Layout page, drag and drop the Field label from the Available Field List. 4. Click Save. To hide fields 1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup [Module] Settings Edit Page Layout. 3. In the Page Layout page, click on the Hide "X" button next to the Field label. 4. Click Save. ADD/MODIFY SECTIONS Sections help in combining certain type of fields within a particular topic. By default there are some sections available in each module. You can add, modify or delete these sections based on an organization s requirements. To add section 1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup [Module] Settings Edit Page Layout. 3. In the Page Layout page, click on Create Section. 4. In the section pop up box, Add Name for the new section, select the Tab Order, and click on OK. 14

15 5. Click Save. To modify section 1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup [Module] Settings Edit Page Layout. 3. In the Page Layout page, click on Edit (on the section label). 4. Modify Name and /or Tab Order, click on OK. 5. Click on Save. Note: Selecting "Left Right" in the Tab Order creates fields in two columns. Selecting "Top Bottom" in the Tab Order creates fields across the full length of the row. MODIFY FIELD PROPERTIES The field property allows changing the fields to mandatory or optional (read-only). But you cannot change the property of the standard mandatory fields (For example, Company name in Leads module is a mandatory field. You cannot change the Company field to read-only). To modify field property 1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup [Module] Settings Edit Page Layout. 3. In the Page Layout page, click on Edit (on the field label). 4. In the field pop-up box, click on the Check box to make it mandatory / not a mandatory field. 5. Click OK Save. 15

16 ORGANIZE PAGE DETAILS The option to Organize Page details, available in each module, helps to change the order of the related list views and show/hide some of the related lists as per organization s requirement. To organize page details 1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup [Module] Settings Organize [Module] Details. 3. In the Organize [Module] Details page, choose the options from the Unselected List. 4. Move the selected options to the Selected List. 5. Change the order of the Related List as per requirement. 6. Click Save. 16

17 CUSTOMIZE RELATED LISTS The Related Lists provide a 360-degree of each module and the related records. Customizing the related list view allow to re-order or add the properties in the related list view of the module. This helps putting in place all the required fields and related information, thus enabling an all round view of the module. To Customize Related Lists 1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup Tab Settings Related List Columns. 3. In the Related List Columns page, select the module from the Modules List. 4. Choose the options from the Available Columns that you want to be displayed in the Related List. 5. Move the selected options to the Selected Columns list. 6. Click Save. Note: Company defined mandatory fields cannot be removed from the Related List columns. 17

18 CUSTOMIZE SEARCH LAYOUT Every module in Zoho CRM has a search option with some standard fields. These are used to search data within the particular module. However, based on an organization s requirement, the search criteria can be customized by enabling additional fields in the search layout or selecting from the list of available fields within the module. To Customize Search Layout 1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup Tab Settings Search Layout. 3. In the Search Layout page, select the module from the Modules List. 4. In the Fields List section, edit the list and select the fields (check-box) to be considered for search. 5. Click on Save. Note: You can choose maximum of 6 search criteria fields for global search option within a module. 18

19 CUSTOMIZE VIEW SETTINGS This option enables customizing the default view for the modules depending on individual user s choice. Once the default view is customized, the new chosen view becomes the default view displayed whenever the module is accessed. For instance, the default view for Leads module could be All Open Leads. To Customize View Settings 1. Click on the Setup. 2. In the Setup Home page, click [Module] Settings Custom View Settings. 3. In the Custom View Settings page, click on the New View drop-down list. 4. Click on Save. Note: The custom view in every module displays the last selected view settings. 19

20 FIELD-LEVEL CUSTOMIZATION Field-level customization enables organizing the field requirements of any organization. By default, Zoho CRM provides some standard fields and allows adding more industry-specific fields. Some of these fields are common to all modules and are displayed within each module settings. However, depending on the business requirement of the organization, each module can have custom fields. The fields are thus classified as: Standard Fields Custom Fields Special Fields Standard Fields By default, Zoho CRM provides some standard fields in each module. These fields can be displayed or hidden (Refer Pagelevel Customization) as per the module s requirement. The mandatory fields cannot be edited or deleted. To learn the number of Standard fields available in each module, see Standard Fields Chapter Custom Fields Besides the standard fields available in each module, Zoho CRM allows adding more industry-specific custom fields according to the business process. Except for the Tasks and Events modules, all modules can have custom fields. To learn more about the available custom fields, see Custom Fields - Overview The special fields are not common to all modules but are available to specific modules only. They are available and applicable only to particular modules depending on the purpose of their function. To learn more about the available special fields, see Special Fields Chapter 20

21 CUSTOM FIELDS - OVERVIEW Each module in Zoho CRM can have 120 custom fields added to it. The table below displays the maximum number for each custom field type: FIELD TYPE AVAILABLE LIMIT Text, Pick list, Multi-select Pick list, Auto-number, , Phone, Text area, and URL fields 50 Integer 15 Decimal, Percent and Currency 15 Date Field 10 Date & Time 10 Check - box 10 Look Up 10 ADD CUSTOM FIELDS Adding custom fields allows capturing important data into each module and necessarily requires specifying the field-related information. These custom fields allow companies to capture information specific to their business requirements. The image below displays different types of custom fields available in each module of Zoho CRM. To add custom fields 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup [Module] Settings Fields List. 3. In the [Module] Fields page click on New Custom Field. 4. In the New Custom Field page, do the following: a. In the Select Field Type section, select the field type. b. In Provide Field Details section, enter the field name, field size, and decimal places in the Label, Length, and Decimal Places fields respectively. 21

22 5. Click Save. Note: The custom field is added to the respective module. To check the field, select the corresponding module and add/edit the record. 22

23 CUSTOM FIELDS DESCRIPTION The following table provides descriptions of the available custom fields: Field Type Description Fields Text To add Text type fields. Label: Specify the field name Length: Specify the field size (number of character - Integer) Integer To add Integer type number fields. Label: Specify the field name Length: Specify the field size (Integer) Decimal To add decimal type number fields. Label: Specify the field name Length: Specify the field size (including decimal places) Decimal Places: Specify the number of decimal places Percent To add percentage type fields. Label: Specify the field name Currency To add currency type fields. Label: Specify the field name Length: Specify the field size (Integer) Rounding Option: Specify the rounding option Decimal Places: Specify the number of decimal places Precision: Specify the rounding precision Date To add date type fields. Label: Specify the field name Format: YYYY/MM/DD Note: Date format will be changed according user time zone settings. Date & Time To add date & time combination fields. Label: Specify the field name Format: YYYY/MM/DD HH:MM Note: Date format will be changed according user time zone settings. To add addresses type fields. Label: Specify the field name Length: Specify the field size (Integer) Phone To add phone numbers type fields. Label: Specify the field name Length: Specify the field size (Integer) Pick list To add pick lists type fields. Label: Specify the field name 23

24 Field Type Description Fields Pick List Values: Specify the pick list values Multi-select Pick list To add pick lists with multiple selection of values Label: Specify the field name Pick List Values: Specify the pick list values URL To add Web site addresses. Label: Specify the field name Text Area To add long text characters Label: Specify the field name Check-box To select a true (checked) or false (unchecked) type value. Label: Specify the field name Auto Increment To add auto-increment type fields Label: Specify the field name Prefix: Specify the prefix of the auto-number sequence Starting Number: Specify the starting number of the sequence Suffix: Specify the suffix of the auto-number sequence Existing Records: Select the check-box to apply auto-number to existing records. Lookup To establish Parent-child and One-to- One relationship between single module and different modules respectively. Label: Specify the field name Lookup Type: Select the module for which you like to establish relationship Related List Label: Specify the related list view name 24

25 CUSTOMIZE CURRENCY TYPE FIELDS The Currency Type custom field allows you to define the decimal and the precision settings based on your selected currency locale. The chart below displays the working of the different Rounding Options available in Zoho CRM: NORMAL ROUNDING Selecting this option does not provide any rounding of values after the decimal point. To Set Normal Rounding to currency type custom field 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup [Module] Settings Fields List. 3. In the Field List page, click on New Custom Field. 4. In Custom Field Settings, select Currency from the Field Type list. 5. In the Field Details, type a name in the Label field. 6. In the Length field, type the desired length of the total number of digits. 7. In the Rounding option, select Normal from the drop-down list. 8. In the Decimal Places, type the number of decimal places you require. 9. Click Save. 25

26 ROUND-OFF This option allows rounding off after the decimal points. If the second/third digits after the decimal point are < 5, there is no rounding off. If the second/third digits after the decimal point are > 5, it rounds off to the next number. To set Round-off to currency type custom field 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup [Module] Settings Fields List. 3. In the Field List page, click on New Custom Field. 4. In Custom Field Settings, select Currency from the Field Type list. 5. In the Field Details, type a name in the Label field. 6. In the Length field, type the desired length of the total number of digits. 7. In the Rounding option, select Round Off from the drop-down list. 8. In the Decimal Places, type the number of decimal places you require. 9. In the Precision field, type the decimal s rounding precision. 10. Click Save. ROUND-DOWN This option allows rounding down in the amount after the decimal point. The second/third digits after the decimal point rounds down (diminishes) to the previous number. To set Round-down currency type custom field 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup [Module] Settings Fields List. 3. In the Field List page, click on New Custom Field. 4. In Custom Field Settings, select Currency from the Field Type list. 5. In the Field Details, type a name in the Label field. 6. In the Length field, type the desired length of the total number of digits. 26

27 7. In the Rounding option, select Round Down from the drop-down list. 8. In the Decimal Places, type the number of decimal places you require. 9. In the Precision field, type the decimal s rounding precision. 10. Click Save. ROUND-UP This option allows rounding up in the amount after the decimal point. The second / third digit after the decimal point rounds up (increases) to the previous number. To set Round-up currency type custom field 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup [Module] Settings Fields List. 3. In the Field List page, click on New Custom Field. 4. In Custom Field Settings, select Currency from the Field Type list. 5. In the Field Details, type a name in the Label field. 6. In the Length field, type the desired length of the total number of digits. 7. In the Rounding option, select Round Up from the drop-down list. 8. In the Decimal Places, type the number of decimal places you require. 9. In the Precision field, type the decimal s rounding precision. 10. Click Save. 27

28 ADD PICK LIST VALUES By default, some of the industry standard pick list values are available in each module. You can modify the pick list values as per your organization's business process and replace the existing value with new value so that records get associated to new values. To add/modify pick list values 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup [Module] Settings Field List. 3. In the [Module] List page, edit the field with data type Pick List (For example, Lead Source field in the Lead List page). 4. In the Edit Pick List page, add/modify values in the Values list box. Once you have updated the pick list values you can sort the values alphabetically and use the first values as the default pick list value. 5. Click Save. Note: If you delete/modify any of the pick list values, records associated with the values are changed to "None" and the deleted values are no longer used. It is recommended to first change the values in records to another value and then delete/modify the pick lists. 28

29 ADD MULTI-SELECT PICK LIST VALUES This option enables selecting multiple values while creating or editing record. For instance, your organization may be offering different services and some of your customers may be interested in multiple services. In this case you can use the multi-select pick list value instead of single pick list value while creating a potential. Periodically, you can modify the pick list values as per your organization's business process and replace the existing value with new values so that records will get associated to new values. To add/modify Multi-select pick list values 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup [Module] Settings Field List. 3. In the [Module] Fields page, click on New Custom Field Multi-select Pick List. 4. Add / Modify the Pick List Values. Once you have updated the pick list values you can sort the values alphabetically and use the first values as the default pick list value. 5. Click Save. 29

30 CREATE LOOKUP FIELD The Lookup field helps to establish relationship between different modules (linking two different modules: Accounts with Contacts) or establishing parent-child relationship with a module. Examples of Parent-Child Relationship: Parent Account - Member Accounts (Doing business with Head Quarter Company and multiple divisions within company) Contact - Member Contacts Case - Sub Case Potential - Part Payment Product - Part Products Solution - Related Solutions To Create Lookup Field 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup [Module] Settings Field List. 3. In the Field List page, click on New Custom Field. 4. In the [Module] Custom Field List page, do the following: 1. Select the field type as Lookup. 2. Under the Provide Field Details section, specify name of the Lookup field, select the linking module and add the related list view name. 5. Click Save. 30

31 6. Now select Setup [Module] Settings Organize [Module] Details. 7. In the Organize [Module] Details page, change the order of the custom related list (Example: Member Contact created for Reports to lookup). 8. Click Save. 31

32 To Use Lookup Field 1. Click on [Module] Tab (Example: Contacts tab). 2. In the [Module] Home page, select the record to be linked to the other record. 3. In the Record Edit page, select the lookup field. For example, 'Reports' field for establishing parent-child relationship between two contacts. In this scenario one contact reports to the other contact in customer organization. 4. Click Save. 5. In detail view of the record, you can see the new record under the custom related list section. For example, under Member Contacts section you can view all the contacts reporting to the primary contact as given below: 32

33 CREATE AUTO NUMBER FIELD The auto number type custom field helps classifying the records by unique numbers. Once the auto number field is added to CRM module, the number gets added sequentially to the new records. This can be used to update the existing records also; for instance, Invoice Number, Quote Number or Sales Order. To create auto number field 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup [Module] Settings Fields List. 3. In the [Module] Fields page, click on New Custom Field. 4. In the New Custom Field page, do the following: In the Select Field Type section, select Auto-number. In the Provide Field Details section, enter the field name, prefix, starting number and suffix. 5. Click Save. The auto-number field is added to the respective module. To check the field, select the corresponding module and add a record. The auto-number field is displayed once you save the record. 33

34 SPECIAL FIELDS There are certain fields in Zoho CRM, which are not common to all modules. They are available and applicable only to particular modules depending on the purpose of their function. These special fields are: Terms & Conditions Fields Tax Rates Fields Conversion Mapping Stage Probability Contact Roles 34

35 CUSTOMIZE TERMS & CONDITIONS This field allows having a boilerplate text for terms and conditions while creating Invoices, Quotes and Orders. To customize Terms & Conditions 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup [Module] Settings Fields List. 3. In the [Module] Fields List page, edit the Terms & Conditions field. 4. In the Terms & Conditions page, specify the terms. 5. Click Save. Depending on the module for which the Terms & Conditions are created, the text gets automatically displayed in the page (Invoice / Quote / Order). Note: The Terms & Conditions field is available only for the Invoice, Quote and Order modules. This field is displayed only for the new records and does not roll up for the existing records page. 35

36 ADD TAX RATES The Tax Rates field allows defining different types of tax rates for the products you sell to your customers. Once the tax rates are added, you can select the tax type and rate while creating a quote, order, or invoice for the customers. For instance, Sales Tax = 10.5 %; VAT = 1%; etc. To add Tax Rates 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup Product Settings Customize Tax Rates. 3. In the Customize Tax Rates page, click on Add Tax and specify the type of tax and tax rate in Tax Label and Tax Value fields respectively. 4. Click Save. To use Tax Rates 1. Click on the Invoice New Invoice. 2. In the Create Invoice page, specify the customer and product details. 3. In the Product Details section, click on Tax (after sub totaling the line items). 4. In the Group Tax box, select the default tax rates or specify the new rates. 5. Click Save. 36

37 CONFIGURE SALES STAGE Sales Stage is very important criteria to identify the performance of organization-wide Sales pipeline. The default stage can be modified for new and converted leads. To configure Sales Stage Pick list 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup Potential Settings Fields List. 3. In the Fields List page, edit the Sales Stage field. 4. In the Edit Pick List page, add/modify values in the Values list box. Once you have updated the pick list values you can sort the values alphabetically and use the first values as the default pick list value. 5. Click Save. 37

38 MAP STAGE-PROBABILITY VALUES The Stage-Probability mapping page provides the following operations: Create different types of Sales stages according to your organization-wide Sales process Associate Probability values to the Sales stages Associate Forecast types (Open, Closed-won, or Closed-lost) to Sales stages Associate Forecast categories (Pipeline, Closed, Omitted, Best Case, or Committed) To map stage and probability values 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup Potential Settings Stage-Probability Mapping. 3. In the Stage-Probability Mapping page, do the following: Add the Sales Stage and the corresponding Probability of closing the sales deal Delete Sales Stage and assign the existing Probability to another Sales Stage value To modify the existing Sales Stages, use the Replace option. 4. Click Save. To map sales stage and forecast type 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup Potential Settings Stage-Probability Mapping. 3. In the Stage-Probability Mapping page, do the following: Add the Sales Stage and the corresponding Forecast Type Delete Sales Stage and assign the existing Forecast Type to another Sales Stage value. 4. Click Save. 38

39 To map sales stage and forecast category 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup Potential Settings Stage-Probability Mapping. 3. In the Stage-Probability Mapping page, do the following: Add the Sales Stage and the corresponding Forecast Category Delete Stage and assign the existing Forecast Category to another Sales Stage value. 4. Click Save. Note: For a better sales pipeline analysis assign different probabilities to sales stage values. For each stage assign probability in the range of 0 to 100. You may consider using probability value as '100' when the deal is closed-won and '0' when the deal is closed-lost. 39

40 CUSTOMIZE CONTACT ROLES While prospecting, there is a need to contact different persons (contacts) to close the sales deal. Contact Roles helps in knowing the role of the contact in the prospecting organization and thus have the right discussion with the right person. For instance, explaining details about the product price and discounts is always better with the financial manager where as product features should be discussed with the product manager. By default, some of the contact roles viz., Decision Maker, Product Management, Purchasing and other roles are available. However, the contact roles can be customized according to specific business processes. To add/modify contact roles 1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup Potential Settings Contact Roles. 3. In the Edit Contact Roles page, do the following: a. Click on Add Role to add a new role. b. Click on Delete Role after selecting the role(s) to delete role(s). c. Modify the existing roles from the Contact Role text box. 4. Click Save. 40

41 To add contact roles to contacts 1. Click the Potentials tab. 2. In the Potentials: Home page under Potential List section, select the required potential. 3. In the Potential Details page under Contact Roles section, list of contacts associated with potential are displayed. Click the Add Role button. 4. In the Contact Roles Mapping page, for each contact select the role from the Contact Role drop-down list. 5. Click Save after associating roles to all the contacts. 41

42 STANDARD FIELDS The following tables give the available list of fields in the Zoho CRM Modules along with their description. LEADS Field Name Description Data type Maximum Limit Lead Owner Select the Zoho CRM user to whom the Lead to be assigned. Lookup - Salutation Select the salutation from the drop-down list. Pick list - First Name Specify the first name of the lead. Text box Alphanumeric(40) Title Specify the job position of the lead. Text box Alphanumeric(50) Last Name* Specify the last name of the lead. This field is a mandatory. Text box Alphanumeric(80) Company* Specify the name of the company where the lead is working. This field is a mandatory. Text box Alphanumeric(100) Lead Source Select the source of the lead, that is, from where the lead is generated. Pick list - Industry Select the industry to which the lead belongs. Pick list - Annual Revenue Specify the annual revenue of the company where the lead is working. Text box Decimal (19) Phone Specify the phone number of the lead. Text box Alphanumeric(50) Mobile Specify the mobile number of the lead. Text box Alphanumeric(50) Fax Specify the fax number of the lead. Text box Alphanumeric(50) 42

43 Field Name Description Data type Maximum Limit Specify the address of the lead. Alphanumeric and Special characters(100) Skype ID Specify the Skype ID of the lead. Currently Skype ID can be in the range of 6 to 32 characters. Text box Alphanumeric(50) Web site Specify the Web site of the lead. URL Alphanumeric and Special characters(50) Lead Status Select the status of the lead from the drop-down list. Pick list - Rating Select the rating of the lead from the drop-down list. Pick list - No of Employees Specify the number of employees in lead s company. Text box Integer (50) Opt-out Select the check-box to remove leads from your mailing list so that they will not receive any s from your Zoho CRM account. Check box - Campaign Source Select the campaign related to the Lead. Lookup - Created By Displays name of the user created the Lead first time. Name, Date/Time - Modified By Displays name of the user modified the Lead. Name, Date/Time - Street Specify the street address of the lead. Text box Alphanumeric(250) City Specify the name of the city where the lead lives. Text box State Specify the name of the state where the lead lives. Text box ZIP Code Specify the postal code of the lead s address. Numeric Integer(30) 43

44 Field Name Description Data type Maximum Limit Country Specify the name of the lead s country. Text box Description Specify any other details about the lead. Text area (long text) characters 44

45 ACCOUNTS Field Name Description Data type Maximum Limit Account Name* Specify the company name. This field is mandatory. Text box Alphanumeric(100) Account Owner Select the Zoho CRM user to whom the account to be assigned. By default the record is assigned to the user who creates it. Look up - Website Specify the URL of the company s Web site. URL Ticker Symbol Specify the ticker symbol of the Company. Text box Parent Account Select the parent company name from the Change popup dialog. Lookup - Employees Specify the number of employees in account s company. Text box Integers(10) Ownership Specify the type of ownership of the company. Text box Alphanumeric(50) Industry Select the type of industry from the drop-down list. Pick list - Account Type Select the type of account from the drop-down list. Pick list - Account Number Specify the reference number for account. Up to 40 characters are allowed in this field. Text box Number Account Site Specify the name of the account s location, for example, Headquarters or London. Up to 80 characters are allowed in this field. Text box Phone Specify phone number of the account. Text box Fax Specify fax number of the account. Text box 45

46 Field Name Description Data type Maximum Limit Specify the official address of the account. Alphanumeric and Special characters(100) Rating Specify the rating of the account. Pick list - SIC Code Specify the Standard Industrial Classification code of the account. Text box Integers(10) Created By Displays name of the user created the Account first time. Name, Date/Time - Modified By Displays name of the user modified the Account. Name, Date/Time - Annual Revenue Specify the annual revenue of the account. Numeric Integers(10) Billing Address Street City State Code Specify the billing address of the account to send the quotes, invoices, and other agreements. Street - Text box City - Text box State - Text box Code - Text box Country- Text box Alphanumeric(250) Country Shipping Address Street City State Code Specify the shipping address of the account to deliver the shipment. Street - Text box City - Text box State - Text box Code - Text box Country - Text box Alphanumeric(250) Country 46

47 Field Name Description Data type Maximum Limit Description Specify any other details about the account. Text area (long text) characters 47

48 CONTACTS Field Name Description Data type Maximum Limit Contact Owner Select the Zoho CRM user to whom the account to be assigned. Lookup - Salutation Select the Salutation of the contact, such as Mr., Ms, Mrs., or others. Pick list - First Name Specify the first name of the contact. Text box Alphanumeric(40) Last Name* Specify the last name of the contact. This field is mandatory. Text box Alphanumeric(40) Account Name Select the account related to the contact. Lookup - Vendor Name Select the vendor related to the contact. Lookup - Campaign Source Select the Campaign related to the contact. Lookup - Lead Source Select the source from which the contact is created. Pick list - Title Specify the job position of the contact. Text box Alphanumeric(50) Department Specify the department of the contact. Text box Date of Birth Specify the birthday of the contact to send greetings for a better relationship. Date - Reports To Select the person to whom the contact reports. Text area 255 characters Created By Displays name of the user created the contact first time. Name, Date/Time - 48

49 Field Name Description Data type Maximum Limit Modified By Displays name of the user modified the contact. Name, Date/Time - Opt Out Select the check-box to remove contacts from your mailing list so that they will not receive any s from your Zoho CRM account Check box - Skype ID Specify the Skype ID of the contact. Currently Skype ID can be in the range of 6 to 32 characters. Text box Alphanumeric(50) Assigned To Select the name of the user to whom the contact has to be assigned. Lookup - Phone Specify the office phone number of the contact. Text box Alphanumeric(50) Mobile Specify the mobile number of the contact. Text box Alphanumeric(50) Home Phone Specify the home phone number of the contact. Text box Alphanumeric(50) Other Phone Specify the other phone number of the contact (if any). Text box Alphanumeric(50) Fax Specify the Fax number of the contact. Text box Alphanumeric(50) Specify the primary address of the contact. Text box Alphanumeric(100) Assistant Specify the name of the contact s assistant. Text box Alphanumeric(100) Asst Phone Specify the phone number of the contact s assistant. Text box Alphanumeric(100) Mailing Address Street City State Specify the primary address of the contact. Street - Text box City - Text box State - Text box Code - Text box Country- Text Alphanumeric(250) 49

50 Field Name Description Data type Maximum Limit Zip box Country Other Address Street City State Zip Specify the other address of the contact (if any). Street - Text box City - Text box State - Text box Code - Text box Country - Text box Alphanumeric(250) Country Description Specify any other details about contact. Text area (long text) characters 50

51 POTENTIALS Field Name Description Data type Maximum Limit Potential Owner Select the Zoho CRM user to whom the Potential to be assigned. Lookup - Potential Name* Specify name of the potential. This field is mandatory. Text box Alphanumeric(120) Account Name* Select name of the account to which potential has to be created. This field is mandatory. Lookup - Type Select the type of potential (New Business or Existing Business) from the drop-down list. Pick list - Lead Source Select the lead source from the drop-down list Pick list - Campaign Source Select the campaign related to the contact. Lookup - Contact Name Select the contact related to the contact. Lookup - Amount Specify the amount that can be expected after closing the potential. Text box Decimal (10) Closing Date* Specify or select the expected close date. This field is mandatory. Date - Next Step Specify the next step of the sales process. Text box Alphanumeric(100) Stage* Select the sales stage from the drop-down list. This filed is mandatory. Pick list - Probability Specify the probability of closing a potential. Text box Decimal (2,2) Expected Specify the revenue expected after launching the Currency - 51

52 Field Name Description Data type Maximum Limit Revenue campaign. Created By Displays name of the user created the potential first time. Name, Date/Time - Modified By Displays name of the user modified the potential. Name, Date/Time - Description Specify any other details about potential. Text area (long text) characters 52

53 CAMPAIGNS Field Name Description Data type Maximum Limit Campaign Owner Select the Zoho CRM user s name to whom the campaign to be assigned. Lookup - Campaign Name* Specify the name of the campaign. Text box Alphanumeric(40) Type Select the type of the campaign. Check box - Status Select the status of the campaign. Pick List - Start Date Specify the date on which the campaign starts. Date - End Date Specify the date on which the campaign ends. Date - Expected Revenue Specify the revenue expected after launching the campaign. Currency - Actual Cost Specify the actual amount spent on the campaign. Currency - Budgeted Cost Specify the planned amount to be spent on the campaign. Currency - Expected Response Specify the campaign turnout percentage. Percent - Num sent Specify the number of leads/contacts to whom the campaign details has been sent. Text box Integers Created By Displays name of the user created the campaign first time. Name, Date/Time - Modified By Displays name of the user modified the campaign. Name, Date/Time - 53

54 Field Name Description Data type Maximum Limit Description Specify additional details about the campaign. Text area characters 54

55 FORECASTS Field Name Description Data type Maximum Limit Year* Select the fiscal year from the drop-down list. Pick list - Quarter* Select the quarter of the fiscal year. Pick list - Month Display the month of the selected quarter. Month - Quota Specify the quota for the month. Currency - Closed Display the amount from the closed won potentials. Currency - Committed Amount Specify the total amount a sales person confident of closing during forecast period. Currency - Best Case Amount Specify the amount a sales person might be closing. This amount can be either more or less than Commit Amount. Currency - Pipeline Displays the amount in the sales pipeline. Currency - Owned By Displays the owner of the forecast. Lookup - Created By Displays the person created the forecast first time. Name, Date/Time - Last Modified By Displays the person modified the forecast. Name, Date/Time - 55

56 CASES Field Name Description Data type Maximum Limit Case Number Display the case ID after creating a case. Number 16 digit Product Name Select the product name related to the case. Lookup - Case Owner Select the name of the Zoho CRM user to whom the Case to be assigned. Lookup - Subject* Specify the title of the Case. This field is mandatory. Text box Alphanumeric(255) Priority Select the priority of the Case from the drop-down list. Pick list - Status* Select the status of the Case from the drop-down list. Pick list - Reported By Displays the name of the contact. - - Related To Select the name of the contact who submitted the Case. Lookup - Type Select the type of problem. It can be a general question, feature request, or real issue in your product/service. Pick list - Case Origin* Select the source from which the case has been generated. You can select , Phone, or Website. If you select , you must specify the ID of the customer. Pick list - Specify the ID of the contact. Alphanumeric and Special characters Account Name Select the account related to the case. Lookup - Potential Name Select the Potential related to the case. Lookup - 56

57 Field Name Description Data type Maximum Limit Phone Specify the phone number of the customer. Text box Alphanumeric(50) Case Reason Specify the reason for the case. Pick list - Description Specify complete details about the case. Text Area characters Internal Comments Specify follow-up notes about case. Text Area characters Solution Specify the solution provided. Text Area characters Add Comment specify the follow-up notes about the solution. Text Area characters 57

58 SOLUTIONS Field Name Description Data type Maximum Limit Solution Number Display the case ID after creating a solution. Number 16 digit Solution Title* Specify the subject of the solution. This field is mandatory. Text box Alphanumeric(255) Solution Owner Select the Zoho CRM user s name to whom the solution to be assigned. Pick list - Product Name Select the name of the product to which the solution has to be associated. Lookup - Question* Select the priority of the solution from the drop-down list. This field is mandatory. Text box, Alphanumeric Alphanumeric(255) Answer* Specify solution details. This field is mandatory. Text Area - Status Specify the status of the solution. Pick list - Created By Displays the person created the solution first time. Date/Time format - Last Modified By Displays the person modified the solution. Date/Time format - Description Specify any other details about solution. Text box Comments Specify additional comments about the solution. Text box

59 PRODUCTS Field Name Description Data type Maximum Limit Product Name* Specify the name of the product. This field is mandatory. Text box Alphanumeric(50) Product Owner Select the Zoho CRM user s name to whom the solution to be assigned. Lookup - Product Code Specify the product identification. Text box Alphanumeric(40) Product Active Specify the status of the product. Check box - Vendor Name Specify the name of the vendor. Lookup - Product Category Select the category of the product. Pick list - Sales Start Date Specify the date on which the product sales starts. Date - Sales End Date Specify the date on which the product sales ends. Date - Created By Displays the person created the product first time. Name, Date/Time - Modified By Displays the person modified the product. Name, Date/Time - Commission Rate Specify the commission rate for selling the product. Numeric Decimal Manufacturer Select the name of the product manufacturer. Pick list - Unit Price Specify the unit price of the product. Currency - Taxable Specify whether the product is a taxable product. Check-box - 59

60 Field Name Description Data type Maximum Limit Product Category Select the category of the product. Pick list - Support Start Date Select the date on which the product support starts. Date - Support Expiry Date Select the date on which the product support ends. Date - Usage Unit Displays the unit price of the product. Text box Alphanumeric Qty Ordered Specify the number of units. Text box Integers Qty in Stock Displays the stock quantity. Text box Integers Reorder Level Specify the Reorder value. Text box Integers Handler Select the Zoho CRM user who is handling the product. Text Box - Qty in Demand Displays the demand quantity. Text box Integers Description Specify any other details about product. Text area (long text) 32000characters 60

61 PRICE BOOKS Field Name Description Data type Maximum Limit Price book Owner Select the Price Book owner from the available users list. Lookup - Price book Name* Specify the name of the Price Book. This field is mandatory. Text box Alphanumeric(50) Active Select the Active check box to set the status of the Price Book as active. Check box - Pricing Model Select the model of the price book. Pick list - Created By Displays the person created the Price book first time. Name, Date/Time - Modified By Displays the person modified the Price book. Name, Date/Time - Description Specify any other details about Price Book. Text area (long text) 32000characters Pricing details From Range To Range Discount Specify the Pricing details. From Range - Text box To Range - Text box Discount - Percent Decimal (20) 61

62 QUOTES Field Name Description Data type Maximum Limit Quote Owner Select the name of the user to whom the quote to be assigned. Lookup - Subject* Specify the name of the quote. This field is mandatory. Text box Alphanumeric(50) Potential Name Specify the potential name for which the quote has to be created. Text box Alphanumeric(40) Quote Stage Specify the status of the quote. Check box - Valid Till Specify the date till the quote is valid after sending to the prospective customer. Date - Contact Name Specify the contact to which the quote has to be created. Lookup - Account Name Specify the account to which the quote has to be created. Lookup - Carrier Select the name of the carrier manufacturer. Pick list - Shipping Select the category of the quote. Text box Alphanumeric(50) Inventory Manager Specify the person responsible for shipping the shipment to the account or contact. Text box Alphanumeric(50) Account Name* Specify the account name to which the quote has to be created. This field is mandatory. Lookup - Created By Displays the person created the Price book first time. Name, Date/Time - Modified By Displays the person modified the Price book. Name, Date/Time - 62

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