January

Task, Calls, and Meetings to be separate modules

Activities module is split into Tasks, Calls, and Meetings modules for ease of use and work.

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Introducing failed action metrics and retry option in Workflow Report

In the workflow reports, failed actions such as bounced emails, failed webhooks, and failed functions will be displayed with failure insights of the corresponding records. Option to manually retry those failed actions, exclude actions from retry, and include the previously excluded actions will also be provided.

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Enhancements in Scoring Rules

In addition to Leads, Contacts, Accounts, and Deals, scoring rules can also be configured for Custom Modules. Also, touchpoint scores - positive and negative will not be displayed for Accounts, Deals, and Custom Modules.

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Enhancements in Zoho CRM Motivator

Zoho CRM Motivator has been enhanced to include UI-level improvements and customization options directed at helping you achieve better clarity with insights on your team's performance.

1. You can now add detailed KPI insights to your Motivator Dashboard by selecting component type (By user/Trend/Field).

2. You can now edit an ongoing game. The game data will automatically reflect changes in configuration.

3. At the UI level, a tab called "About" has been included in every component — KPI, Game, Target, Team — to easily display basic details about that particular component.

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Upload image from your device in Canvas editor

In Canvas, images can be uploaded from the device and reused from the list of recently used images. Additionally, the image component is available as an element.

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Enhancement in Email Notifications

Besides the "To" field, recipients can be added in "CC" and "BCC" fields in email notifications to trigger each of them as a single mass email.

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MarketPlace

New Extensions for Zoho CRM

Pipechat for Zoho CRM, Bulk SMS for Zoho CRM, Deal to Project converter for Zoho CRM,Stripe subscription management for Zoho CRM and more.

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IOS Mobile App

Better optimization of Import

Importing Leads and Contacts from device address book has been optimized for faster and better performance.

BombBomb for Zoho CRM

Record video messages, send to leads and contacts via email, and track the insights using BombBomb extension.

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Better optimization of Records list in Modules

-Synchronization and download of records from server has been optimized for faster and better performance.

-Users can sort the records with the help of new custom view-specific sort by settings.

-Group by, Sort by, and Records section under module settings has been removed.

-Records will be automatically downloaded in the background without any user intervention.

IOS Mobile App

Settings for Nearby Pins

Nearby pins can either be grouped or ungrouped with the help of user-specific settings provided in maps.

Developer

Upgrade of Scala SDK to support v2.1 APIs to version 1.0.0

Scala SDK is updated to version 1.0.0 and the following enhancements are made:

1. Structural changes to aid the process of SDK configuration and initialization user.

2. The following APIs are supported:

a. Assignment Rules

b. Email Templates

c. Field Attachments

d. Inventory Templates

e. Pipeline

f. Send Email

g.Wizards

Developer

Enhancement of Typescript SDK supporting v2.1 APIs to version 1.0.1

Typescript SDK is updated to version 1.0.1 in which the inability to generate new access token with grant token has been fixed.

Developer

Upgrade of Typescript SDK to support v2.1 APIs to version 1.0.0

Typrscript SDK is updated to version 1.0.0 and the following enhancements are made:

1. Structural changes to aid the process of SDK configuration and initialization user.

2. The following APIs are supported:

a. Assignment Rules

b. Email Templates

c. Field Attachments

d. Inventory Templates

e. Pipeline

f. Send Email

g. Wizards

February

Introducing Object Detection as part of Zia Vision

In addition to validating images based on a complete match, Zia can now validate an image based on specific objects detected in it.

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MarketPlace

New Extensions for Zoho CRM

Tellephant's WhatsApp business API for Zoho CRM, Mailchimp Extension for Zoho CRM, Magento 2 for Zoho CRM and more

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Developer

Upgrade of JavaScript SDK to support v2.1 APIs to version 1.0.0

JavaScript SDK is updated to version 1.0.0 and the following enhancements are made:

1. Structural changes to aid the process of SDK configuration and initialization user.

2. The following APIs are supported:

a. Assignment Rules

b. Email Templates

c. Field Attachments

d. Inventory Templates

e. Pipeline

f. Send Email

g. Wizards

Introducing criteria support in contributing modules for segmentation

Criteria can be added to the contribution module to segment records at a granular level.

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Introducing Built-in Telephony in Zoho CRM

Build independent telephony system directly onto CRM organization. Buy and manage multiple phone numbers, configure incoming and outgoing call preferences, record calls, and download call reports without any third-party dependencies.

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Introducing Zia Recommendation Analytics

Insights like total number of recommendations, number of active recommendations, record conversion rate, recommendation trends, products mostly recommended, and type of recommendations are shown to assess the effectiveness and adoption of these recommendations. The results will help optimize the recommendation configurations.

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Add styles into presets

Styles applied on one canvas component can be added to presets and reapplied on other components.

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Add and reuse components in Canvas

Desired components from one canvas template can be saved to reusable components and reused on other templates created for different modules.

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MarketPlace

Bigin for Zoho CRM

Bigin is a pipeline-centric CRM built to meet small business needs. With the Bigin extension for Zoho CRM, you can manage deals and tasks across modules of Bigin and Zoho CRM. Using this extension, you can make one-way changes in Bigin from within the Zoho CRM.

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Introducing Wizards in Sandbox

Wizards is now available in Sandbox. Create wizards and test their performance in a secured sandbox environment and deploy them to production without hassle.

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March

Introducing translation option for additional values

Translation options are now available for modules, subforms, and related lists, besides the existing options of picklist values and field names.

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Presenting CRM Webform Analytics Based on URL

CRM now presents detailed page-wise analytics for every page where your web form could be published. You can view stats and charts for key parameters such as visits, submissions and region for each page tracked inside the CRM.

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Stay updated with alerts and anomalies on the go

In addition to Zia notification panel, receive AI notifications from your organization on Zoho Cliq, Slack, and email to prioritize your work on the go.

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Admin Tools — An Interface for Configuration Management

Admin Tools offers you an efficient interface to view a master list of configurations and delete the ones you don't need anymore.

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Share Records with Roles and Groups

In private sharing, records can be shared with roles and groups, in addition to sharing with users.

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Import subform from your device

Import subforms into records, add new entries or update existing entries, or both, based on unique IDs.

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Introducing advanced Lookup Filter

Additional filters have been added to the lookup field popup to sort, filter, and choose desired value from the results at ease. Furthermore, columns can be added or removed as required.

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MarketPlace

Zoho TeamInbox for Zoho CRM

The Zoho TeamInbox extension for Zoho CRM makes it easy to view and manage all your emails from Contacts and Leads. With this extension, your sales team can contact leads with context from their previous conversations.

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MarketPlace

New Extensions for Zoho CRM

AdPage integration for Zoho CRM, BluText SMS for Zoho CRM,ABN Extension for Zoho CRM and more.

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Feature Limit Update: Zia notifications for Anomaly Detector component

The number of anomaly detector components, a user can subscribe to in order to receive notifications via Zia, has been increased. Enterprise: 10 components Ultimate: 30 components

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Developer

Upgrade of v2.1 API's Node JS SDK to 1.1.0

1. Supported Japan DC Environment.

Developer

Upgrade of v2.1 API's C# SDK to 2.0.0

1. Internal handling done for mandatory fields during insert and update operations.

2. Supported Japan DC Environment.

Developer

Upgrade of v2.1 API's Java SDK to 2.0.0

1. 'Record count' field handled as long datatype instead of a string datatype.

2. Internal handling done for mandatory fields during insert and update operations.

3. Supported Japan DC Environment.

Developer

Upgrade of Java SDK, C# to 5.0.1 and Node JS SDK to 6.0.0

1. Supported Japan DC Environment.

2. Removed the required field in 'ownerlookup'.

3. Internal handling done for mandatory fields during insert and update operations.

Developer

Upgradation of PHP SDK, Python SDK, Typescript to 5.0.0, Ruby SDK to 6.0.0, Scala SDK to 3.0.0, and JavaScript SDK to 4.0.0

1. Supported Japan DC Environment.

2. Removed the required field in 'ownerlookup'.

3. Internal handling done for mandatory fields during insert and update operations.

Add customers as Contact Users in projects

When Projects are created in CRM, customers can be associated with the projects as Contact Users without access to the project portal. However, this association can be moderated between client user and contact user as and when required.

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April

Tag records in sandbox

The ability to add tags to records in sandbox is introduced. Users can ascribe tags onto records in testing environment and classify them without hampering the live setup.

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Adding custom colors in tags

Besides the standard colors, tags can now be color coded with custom colors.

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MarketPlace

New Extensions for Zoho CRM

Shopify extension for Zoho CRM, Callingly for Zoho CRM, Schweizer for Zoho CRM, Twilio Extension for Zoho CRM and more.

Read more

IOS Mobile App

Support for multi-user lookup field

Add and remove multiple users while creating sales record from the app.

MarketPlace

Zoho Lens for Zoho CRM

With the Zoho Lens Integration for Zoho CRM, initiate an instant or scheduled remote assistance session from the Contacts or Leads module. During a session, you will be able to guide your customer's sales queries or provide necessary instructions by viewing the live camera stream and using our whole range of annotation tools.

Read more

IOS Mobile App

Attach files to a record from Zoho WorkDrive

Files or folders from Zoho WorkDrive can be attached to a record.

IOS Mobile App

Multilingual support with 20 languages for iOS mobile app

Here is the list of supported languages.

•English [British]

•French (Français)

•German (Deutsch)

•Spanish (Español)

•Japanese (日本語)

•Chinese [Simplified] (简体中文)

•Dutch (Nederlands)

•Portuguese [Brazil] (Português [Brasil])

•Turkish (Türkçe)

•Russian (Русский)

•Portuguese [Portugal] (Português [Portugal])

•Italian (Italiano)

•Chinese [Traditional] (繁體中文)

•Korean (한국어)

•Danish (Dansk)

•Polish (Polski)

•Vietnamese (Tiếng Việt Nam)

•Hungarian (Magyar)

•Hindi (हिन्दी)

•Swedish (Svenska)

Switch language from the new In-app language settings under the Settings module in app.

Android Mobile App

An option to cancel scheduled meetings

Scheduled meetings can be cancelled from More Options in record details view.

Developer

Upgrade of v2.1 API's Python, Ruby, Scala, Typescript, and JavaScript SDKs to 1.1.0

1. Supported Japan DC Environment.

Developer

Upgrade of v2.1 API's PHP SDK to 6.0.0

1. Internal handling done for mandatory fields during the insert and update operations.

2. Supported Japan DC Environment.

May

Introducing Zia Similarity Recommendation

Using Zia Similarity Recommender, discover similar records present in the module. Take cues from similar patterns captured by Zia and pitch that recommendation to prospects and customers for a favorable transaction.

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MarketPlace

New Extensions for Zoho CRM

TradeIndia for Zoho CRM, Gong for Zoho CRM, Plivo SMS Extension for Zoho CRM, Glances for Zoho CRM, and more.

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Customize the order of pick list values

The order of how pick list values are listed inside a record, list view, reports, and dashboards can be customized based on the options - Entered order or Alphabetical order.

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Responsive designs for Email Templates

Create email templates with responsive designs that adapt to desktop and mobile devices. Additionally, preview their alignment and send test emails to up to five users to check how it renders in real time.

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Enhancement in Zia Recommendations

CRM users can share their feedback on whether Zia's recommendations were helpful or not. The option to give feedback will be available as a responsive strip under each recommendation.

Read more

Revamped Forecasting in Zoho CRM

The following revamps are made in forecasts:

1. Create multiple and condition based forecasts across different periods.

2. Choose forecast type based on Deal Revenue or Deal Quantity.

3. Choose from the two newly added forecast category - Best Case and Committed Deals.

4. View transparent split of deals in your pipeline for optimal targets.

5. Create continuous forecasts with Zia's calculations and suggestions for targets, based on the historical data of the selected forecasts.

6. Compare different forecasts across years for deeper analysis.

7. Access archived forecasts and never lose forecasts from the past, or upon changing forecast configuration.

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Introducing Call Bar functionality for built-in telephony users

View ongoing calls and calls that are queued in your organization using the new call bar popup.

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Enhancements and changes in Zoho Campaigns integration

The following changes and enhancements have been made to the Zoho Campaigns integration:

- Add Topics and the Lawful Basis of communications followed, while setting up a campaign.

- While sending a campaign for review, the ability to check details in the recipients list is enabled. This includes information, such as the number of users from CRM or Campaigns, number of contacts conflicting the topics, total number of eligible recipients, etc.

- If the topic conflicts while sending a campaign, a detailed count of conflicts for each topic can be checked.

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Enhancements for Motivator

Create KPIs for email module, have custom dates for all date-based comparison options, and create dashboard components and TV channels with custom period options. Additionally, experience a new way for filtering achievement records.

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Developer

Release of Java Beta SDK Version 1.0.0

Java Beta SDK Version 1.0.0-beta for Zoho CRM API 3.0 was released.

June

NaijaSMSPortal for Zoho CRM

SMS is a great way to reach your customers directly. NaijaSMSPortal is an SMS provider that offers domestic (Nigeria) SMS services to its users. By integrating the NaijaSMSPortal extension with Zoho CRM, you can send individual or bulk SMS to your leads and contacts directly from your Zoho CRM account. You can also create SMS templates in Zoho CRM that can be selected while sending SMS to users.

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Segment records using modules from Finance suite integration

After configuring the Zoho Finance Suite integration, some new modules are added to your CRM account. You can select these modules like Invoices, Sales Orders, Books, etc., as contributing module to segment native CRM records.

Read more

MarketPlace

New Extensions for Zoho CRM

Zero Bounce Connect for Zoho CRM, Dataholics for Zoho CRM, IndiaMART Official Plugin for Zoho CRM, Auto Currency Exchange Rate Updater For Zoho CRM, and more.

Read more

Developer

Release of Python Beta SDK Version 1.0.0

Python Beta SDK Version 1.0.0-beta for Zoho CRM API 3.0 was released.

Developer

Upgradation of Java SDK to 2.0.1

Handled "BEST_TIME"(a JSONArray field) in Tasks module in Record API.

Work with map dependencies in Sandbox

Create and map dependencies between different pick-list fields in your sandbox, update existing dependencies, and deploy changes into your production setup.

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July

Introducing Zia Next Best Experience

Zia identifies the best means of communication to approach prospects at each stage of the sales pipeline and displays as a widget with a call to action inside the deal.

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Introducing Deal lookup field in Invoices

Associate deals directly with Invoices with the default deal name lookup field.

Read more

MarketPlace

New Extensions for Zoho CRM

Outplay for Zoho CRM, Twilio Phone Number Verification for Zoho CRM, ValueFirst for Zoho CRM, Canvas LMS for Zoho CRM, and more.

Read more

Developer

Release of NodeJS Beta SDK Version 1.0.0

NodeJS Beta SDK Version 1.0.0-beta for Zoho CRM API 3.0 was released.

MarketPlace

Campaign Monitor for Zoho CRM

Campaign Monitor is an email marketing software that is equipped with automation tools to build emails and run campaigns. With the Campaign Monitor extension for Zoho CRM, you can synchronize all your campaigns from your Campaign Monitor account to Zoho CRM. You can access synchronized campaigns from the Campaigns module and contact details from the Contacts and Leads modules in Zoho CRM.

Read more

IOS Mobile App

Close Zoho account from mobile app.

Users can now close their Zoho account right from within the mobile app.

Introducing Criteria Support in Data Sharing Rules

In data sharing rules, configure sharing preferences based on criteria to share only records that are required.

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Minor enhancements on shift hours: Limit update and permission update

1. The number of shift hours an organization can configure is updated from 30 to 50.

2. Admins and users with Manage Users profile permission can add and view users assigned to a shift.

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Notifications in Motivator

Get notified about changes in KPIs, Games, or Targets in the form of notification tiles on your screen all across CRM. You can also check these notifications from the notification panel on Motivator home page. Mark notifications as favorites, filter notifications as required, and much more using the notification panel.

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New parameters in advanced filter for Zia Similarity recommendation

Records can now be filtered based on similarity score in the advanced filter. Also, refer to a record as a value and filter similar records available in the module.

Read more

August

New Extensions for Zoho CRM

Referral Factory for Zoho CRM, Abstract Email Validation For Zoho CRM, Google Address Finder for Zoho CRM, Phone and Email Verifier for Zoho CRM, and more.

Read more

Conditional rules in Wizards gets new criteria added

The following criteria are added to the conditional rules in Wizards to gather record information contextually:
1. When to apply the rules
2. Setting fixed value to fields
3. Locking specific records, and allowing special access to certain profiles
4. Showing text components and wizards

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Enhanced button customization options in Wizards

Choose from the advanced color options available in the color palette to style buttons in Wizards. You can also choose from the most frequently used color options for the button styles.

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User field in subforms

Associate CRM users with subform records directly using the user field. Additionally, you can have fields related to the user, like the user's email address field, in the subforms.

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UI enhancements in email compose window

1. The email compose window can now be resized to compact and be dragged along the screen for ease of reference as you write an email.
2. The recipients' email addresses added in "To", "CC", and "BCC" are now displayed together without hiding the writing space of the compose window.
3. Attachments can now be collapsed to avail more space in the compose window.

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Introducing routine messages in AskZia

Configure frequently asked questions as pre-defined routine messages in AskZia and receive recurrent responses on desired intervals, automatically.

Read more

IOS Mobile App

Fields of Lookup support

Fields of Lookup and User Lookup will be displayed in the mobile app.

IOS Mobile App

Execute client scripts from the mobile app

Users can now execute the configured client script actions in the mobile app based on the client script events.

Android Mobile App

Execute client scripts from the mobile app

Users can now execute the configured client script actions in the mobile app based on the client script events.

September

Integrate WhatsApp Business with Zoho CRM

Integrate WhatsApp Business with Zoho CRM and respond to customer queries directly from your CRM organization. Also, send documents and media files from a list of cloud storage options like Google Drive, Sky Drive, Evernote, and Dropbox.

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Mail merge is now available for use in iPad and Android tablets' browsers.

The mail merge feature in Zoho CRM can now be used from web browsers on iPad and Android tablets to create and manage templates on the go.

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MarketPlace

New Extensions for Zoho CRM

Telebu SMS Country for Zoho CRM, Xero bidirectional integration for Zoho CRM, Map My Contacts for Zoho CRM, Image Gallery for Zoho CRM, and more.

Read more

MarketPlace

uSonar for Zoho CRM

The uSonar extension gathers data from various tools and stores it under its own database. Once integrated, the uSonar extension automatically fills in 80 different fields about a company's customers by mapping their unique LBC ID with your Accounts module in Zoho CRM, eliminating the need to fill in customer information manually.

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Enhancement in Zia Activity Extraction

The activities mentioned in the email correspondence are identified, extracted, and displayed by Zia in the Zia Notification Panel in a chronological order to enhance user experience.

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Introducing email emotion analysis by Zia

With the new email emotion analysis, Zia can parse the following emotions from an incoming email: happy, enthusiasm, gratitude, trust, confusion, discontentment, frustration, and neutral. Based on the severity of the emotions observed, you can prioritize email responses effectively.

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Zia Consecutive Negative Sentiment alerts

Get Zia notifications for consecutive emails with negative sentiments from customers to serve them better on priority basis. Set the number of consecutive emails to trigger notification, and toggle consecutive negative sentiment alerts at anytime depending on your business needs.

Read more

IOS Mobile App

Better optimization of related list

Related modules list has been optimized for faster and better performance.

New Extensions for Zoho CRM

Telnyx SMS Extension for Zoho CRM, Zoom Phone for Zoho CRM, Dialfire Extension for Zoho CRM, and more.

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Sequence assignment rules in numerical order

In addition to the drag and drop option, users can now reorder assignment rules by ascribing each rule with order numbers.

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Migration from Act! and SugarCRM to Zoho CRM

The database from your former CRM providers - Act! or SugarCRM, can be migrated to Zoho CRM, directly using the respective migration channels present in the data import page.

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Send email for confirmation of portal users' email address

On updating the email addresses of the existing portal users, you can now send them emails to get confirmation. They can confirm the change and continue accessing the portal with the existing password.On updating the email addresses of the existing portal users, you can now send them emails to get confirmation. They can confirm the change and continue accessing the portal with the existing password.

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Customize email templates for portals

Customization options added for 'Portal Invitation' and 'Confirm Email Address' emails.

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IOS Mobile App

Important enhancements in Attachment

Users can now attach a video to a record, multi-select images and files with the help of new picker, and provide access only to a selected set of photos.

The "Reason for Loss" field in Deals, is now a picklist

The descriptive type field "Reason for Loss" in the Deals module has been changed to a picklist field with predefined loss reasons. You can add new values, edit existing values, or delete them as required. The contents of the descriptive fields for the records that already exist will still be stored in the notes section.

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New enhancements to workflow rules

1. Two new instant actions have been added in workflow rules. They are 'Add a meeting' and 'Schedule a call'.

2. The mechanism to add additional fields to an action popup has been changed. Instead of adding system-defined fields, the update lets you choose the desired field to be added.

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MarketPlace

New Extensions for Zoho CRM

LawPay for Zoho CRM, Organization chart for Zoho CRM,Qwilr for Zoho CRM, Linked Pro for Zoho CRM, and more.

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Introducing history logs and usage stats in Zia's data enrichment

Monitor data enrichment activities performed by users in your CRM organization as logs under the enrichment history tab. Get to know how enrichment limits are being distributed using graphical charts.

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Predict customer churn in your organization using Zia

Using its machine learning capabilities, Zia can predict if your customers will churn out of your business or not, and rate their churn probability. Also, if your business' revenue model is recurring and subscription-based, Zia can tell which product or service your customers are churning out from.

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Select the department before sending or taking a survey

Sending and taking surveys directly from a record is now made systematic. Instead of rummaging through the exhausting list of available surveys, you can now choose the right survey based on the department your survey belongs to.

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Layout rule action to set mandatory fields to be supported in APIs

With this enhancement, the "Set Mandatory Field" action of Layout Rules will be supported in APIs with version 2.0 and above, i.e. while adding or updating records through APIs, if the criteria for a layout rule are met, the fields will be defined as mandatory and it will not be possible to add or update the record if no values are entered for those fields.

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Answer calls directly from the call bar

Calls in queue can now be answered one after the other, directly from the call bar.

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IOS Mobile App

More Options for Scheduled Calls

Scheduled calls can now be rescheduled or cancelled from the mobile app. Easily identify the Rescheduled and Cancelled calls with the help of new icons.

IOS Mobile App

Layout rules and Validation rules for Calls

Users can now execute the layout rules and validations rules configured for the calls modules from the mobile app.

Introducing Zia's Next Best Experience

Zia, with its ability to analyze and evaluate your business, will suggest the next best means of communication at each stage of your open deal. It sets the stage for you to approach your prospects and customers through the right channel at the right time.

Read more

December

New Extensions for Zoho CRM

Freeagent Extension for Zoho CRM, GoDial for Zoho CRM, Multi-User RingCentral Texting for Zoho CRM, Neverbounce Connect for Zoho CRM, and more.

Read more

Developer

Release of Java SDK Beta Version 1.0.0

Java SDK Beta Version 1.0.0-beta for Zoho CRM API 4.0 was released.

Developer

Release of PHP SDK Beta Version 1.0.0

PHP SDK Beta Version 1.0.0-beta for Zoho CRM API 4.0 was released.

Updates on Zia's Prediction feature

The following capabilities are added/ updated to Zia's Prediction feature.

- In light of the introduction of Customer churn prediction, the native prediction feature is renamed as "Field prediction".

- The summary component-learning pattern score, is renamed as "Model Accuracy".

- To view how Zia's learning has fared over different training versions, version history has been introduced. Also, you can compare prediction accuracy of those versions one-to-one.

- The contributing factors of a prediction model can now be moderated with desired fields.

Read more

To send a mass email from Zoho CRM

1.  create a template in setup/templates

2.  create a view of contacts you would like to send an email to

3.  select the list of contacts you would like to send an email to

4.  select send email

5.  select the template you would like to send the email to

6.  send the email immediately or schedule a time

for a video on how to do this view here https://youtu.be/Lcjil22WUks

You can sync events between your outlook calendar and Zoho Crm to do this

1.  Go to setup in Zoho CRM

2.  If your email integration is not setup, set that up first, 

3.  Go to marketplace

4.  Go to Microsoft

5.  Go to Events, turn on, and enter your credentials

If you don't have O365 or exchange server settings you can click on outlook tab, select your version of outlook, and download and install the outlook plugin

You can also view a video here on how to set this up

https://www.youtube.com/watch?v=qJ4m81-B09s

To edit a drop down list in Zoho CRM go to

1. Setup

2.  Modules and Fields under customization

3.  Select the module you want to edit

4.  Select the layout your field exists on

5.  Select the ellipse next to your field name.  (also known as a kebob) 

6.  Select edit properties and modify the list values.

If you would like to see a video, here is a quick video on how to edit a drop down list in Zoho CRM.  

https://www.youtube.com/watch?v=gazy8QdI1_k

To save a lookup of contacts (group) in Zoho CRM create a view

1.  Go to Zoho CRM

2.  Go to the area you would like to create a view in.  Here we will be using contacts

3. On the top left select the view drop down list

4.  Go to the bottom of the list and select create view

5.  Select the field you are basing your lookup on

6.  Select the logic

7.  Select the value you are basing your lookup on

8.  Customize the column order you would like saved

9.  Select who you would like to share the view with

10.  Name the view

11. Select Save

If you would like to follow along with a quick video here is a YouTube video https://www.youtube.com/watch?v=iQKaG_yGik0 

1.  Look up the lead or contact

2.  Open up the lead or contact details

3.  Go to the contact's or lead's email section

4.  on the top right side of the email list (next to share emails) change drop down list to ALL

5.  You will now see the scheduled email

6.  click on it and edit the email

On the Lead/Contact record-->click on Change near the Layout field to change the layout of existing record

Or

You can change the layout of existing records using "Mass Update" in bulk. Go to Leads/Contacts-->select the records-->More Options-->Mass Update-->select Layout field-->choose the desired layout-->Save.