Resources to help
| Webinar recording | Documentation |
Feature Restrictions | Currently available on early-access only for US data center accounts |
Features Role | CommandCenter as a Service uses signals across Zoho services to propel the movement of records through different stages of a business process
|
Note: CommandCenter was introduced as a feature within CRM in 2020. Zoho's CommandCenter is a standalone service that operates across Zoho platforms.
For the sake of clarity, please note that in this post, we will refer to CommandCenter feature in Zoho CRM as "Zoho CRM's CommandCenter", and "CommandCenter as a Service", as "Zoho's CommandCenter"
CommandCenter is powered by signals. Signals are events performed in various arenas of Zoho applications that can be used to trigger the transition of a record to its next state.
Signals serve as the backbone of the CommandCenter builder., Let's understand a little more about them.
When you want to connect various customer touchpoints together, and build your customer journey end-to-end, there are many, touchpoints involved.
Let's consider a real estate business powered by Zoho One end-to-end. .This company uses the following modules for their operations:
- Zoho CRM for client management
- Zoho Finance for bookkeeping
- Zoho Desk to provide support to clients
- Zoho Meeting to setup online sessions with prospective clients
- In their business process, each customer record moves through different stages in each of these services. For example, a lead moves from a "needs assessment" stage to a "needs assessed".
- Here, for the record to move, it must transition through a stage of "assessment" where "type and budget" details are captured. This transition is fuelled by certain actions which we will configure.
- In this example, we will configure the transition based on a trigger that the company brochure is downloaded or that a query is submitted on the website.
Each of the actions of updating these fields serve as a trigger for the movement of one or more record(s). We call these actions, "Signals". At the backend, Signals route the events to multiple destinations. Signals can be setup for several Zoho services, including Zoho CRM. CommandCenter is setup such that any signal can be captured from other Zoho Apps to trigger the movement of a record to its next state.
Default signals - Default signals available in Zoho CRM, Desk, Survey, and Webinar are supported now. Default signals from other Zoho services, and third-party integrations will be supported down the line.
Custom signals - API triggers or custom signals allow your system to use ANY event as your trigger, besides the readily available signals. Custom signals broaden CC's capabilities by allowing transition of records based on custom events that are specific to your business, making your mapped customer journey that much more accurate.
CommandCenter as a service ties together every single touchpoint of a record, mapping the whole customer journey with all its bits and pieces in ONE space. . Right from capturing information and creating leads, to the final stage, anything that can be automated is mapped within CC. Many of us are familiar with Zoho CRM's CommandCenter that runs and manage an entire business-process end-to-end. CRM's CommandCenter not only allows you to map your customer journey across multiple modules in a single space, but also guides and automates every action in a single space. Zoho's CommandCenter isn't an alternative to this, but an avenue to use and tie together your business processes, across multiple Zoho services. It uses triggers to execute different actions through different Zoho apps, at different stages (states) of a customer lifecycle.
The main components of this tool are:
States - The building blocks of a CC flow. They signify the state/stage a record is stationed at that point of the process. In our real estate example, we have many states. Pre-approval, Funds processing, Inspection completion, Loan approval, etc
Transitions - The process initiating the movement of a record to its next state. A "Documents verification in progress", between the "Waiting for approval" and "Documents verified" states.
Triggers - Triggers are our signals that propel the transition of records. Any default or custom signal can be used as a trigger for a transition.
Actions - At every stage, automated actions that are configured such as email alters, field updates, task creation, or any custom action.
Here's a quick overview on how Zoho's CommandCenter adds to the existing automation options.
| | |
Feature | Help automate any set of actions within a module
Automation rules | Mandates certain actions from the user's end (manual) before a record is transitioned. (includes workflow functionalities in actions)
Internal process application tool |
| During the document verification process, we need to automate the "Document submitted" field in the Contact page, based on a rule that a Webform is filled. | Business process steps that can be included in Blueprint. Collateral Assessment| Documentation Check| Document first release| Legal Verification | Release of loan | Loan closure/rejection (based on approval/denial) |
| Comparison 3 - Zoho CRM's CommandCenter | Comparison 4 - Zoho's CommandCenter |
Feature | Allows the entire business process from your CRM to be created end-to-end, within a single space across modules
Cross-module online journey orchestration tool in Zoho CRM | Builds an online replica of your business process with the various entries of the records and signals across all Zoho services in ONE space Cross-Zoho online replica of a business process |
Use Case achievable | All the steps under Comparison 2. Additionally, we will be able to map the following steps of our business process in CRM. Pre-approval | Manual approval | Document verification | Loan rejected | Address verified | Loan rejected (if address proof is not submitted) | Loan approved | Funds processing initiated | Loan sanctioned | Loan closed | Loan settled | Overdue (in case of payment failure) | Overdue proceedings in due | Overdue proceedings settled (After legal proceedings are initiated) | All the steps under Comparison 3. Additionally, it will be able to include the following signals as triggers
- Filling of a customized survey used during home inspection process
- Booking of slots using Zoho Meeting to schedule a call with the realtor to understand requirements
- During the loan process, closing of customers' tickets created on Zoho Desk is used as a trigger to fully end their purchase |
What's new with Zoho's CommandCenter
- Advanced reporting for CommandCenter allows for tracking and measuring customer journeys, noting and rectifying pain points as the journey progresses.The new Pivot Charts in reports is noteworthy.
- Unifies data across multiple apps, but also for multiple orgs across each application.
- Custom signals or API triggers to flexibly trigger a transition based on any event from other Zoho services.
Note - We've enabled CommandCenter early-access to our EA community. Do try it out, let us know what you think as comments to this post. We request that you post any issues you face, feedback and suggestions for improvements, and what you like about it. Our CommandCenter team is all ears and will love to join in on the discussion.
Access it at commandcenter.zoho.com
Pricing details - CommandCenter will be included in Zoho One when it is ready for public launch. It will be charged based on a Fair Usage Policy, where the base free limits will vary based on the number of users purchased. Post this, they will be charged for additional usage. We'll let you know the exact limits and pricing details closer to the public launch date
Pricing | Free edition | Enterprise Edition (post free usage) |
Transitions | 300/day | |
Actions | 250/day | |
Journeys | 3 | $5/journey/month (bonus of 1 free user) |
Users | 3 | |
Recent Topics
Desk DMARC forwarding failure for some senders
I am not receiving important emails into Desk, because of DMARC errors. Here's what's happening: 1. email is sent from customer e.g. john@doe.com, to my email address, e.g info@acme.com 2. email is delivered successfully to info@acme.com (a shared inbox
Creator Simplified #11: Create a custom button to download files
Hey there! This time, let's see how to create custom buttons to download the files uploaded in the file upload field. Sample use-case A training app has a module that provides the materials for all the available courses. Students can click on the corresponding
Hide horizontal lines at bottom of form
Hi I have a page with 3 forms embedded in html snippets. On each of the forms I can hide the submit button easily but I am left with the horizontal lines that bound that section and I cannot figure out to remove them (see below for the two sets of horizontal
Autosaving of Form Field
HI can anyone suggest a way of autosaving or simulating an autosave function for a specific field in a form. The story is as follows. I have a bunch of technicians who write notes on how they do a repair. Sometimes they write for a couple of hours the troubleshooting process. If they click incorrectly, press ESC, Cancel or the browser crashes the information is lost which can be heartbreaking so my guys use notepad and then copy the information in. The only way around this is to click submit on the
Zoho Tracking Image location
So we've been having an issue with tracking email opens. Specifically in Gmail. Our emails are not that long either, maybe 4 sections of image/250 characters of text/button per section. But all my test accounts I used via Gmail we're showing opens. But then come to find out the tracking image is at the very bottom of the email. So If the message is clipped (It always just clips our social icons on the bottom) and the user doesn't click the show more button it never tracks the open. Looking at other
AI Interview Insights: Turn Recorded Interviews into Quick Transcripts & Summaries
Evaluating interviews shouldn’t require replaying long recordings or taking manual notes. With AI Interview Insights, you can now review complete transcripts and AI-generated summaries of your One-way (Recorded) interviews right inside Zoho Recruit. This
API in E-Invoice/GST portal
Hi, Do I have to change the api in gst/e-invoice portal as I use zoho e books for my e-invoicing. If yes, please confirm the process.
Ask the Experts 26: Brighten every customer interaction with Zoho Desk all year long
Hello everyone, Greetings and welcome to Ask the Experts 26. As we wrap up 2025, we are excited to invite you to the 26th episode of our Ask the Expert series. 🎄The Merry Metrics Edition = Best of Zoho Desk [Best Practices + Holiday Automation + Year-End
Pricing calculator
Alright, so I'm trying to create a pricing calculator/pricing report generator to use in a cabinet shop. I did all the logic and such, and the calculator works. I have a few other things that I would need it to be able to do though, I'll do my best to
Bug Details
In the Bug detail the milestoneid is missing
Stop completed task lists from disappearing?
Is there any way to stop projects from making tasks lists disappear when all the tasks in the list are completed? That's one of those little things where we're constantly fighting the product. For instance we have some projects which are ongoing - no start and end date. We use Kanban view to show the various task lists. We don't want the kanban list to disappear every time the items on it happen to be closed out. Thanks
One Contact with Multiple Accounts with Portal enabled
I have a contact that manages different accounts, so he needs to see the invoices of all the companies he manage in Portal but I found it not possible.. any idea? I tried to set different customers with the same email contact with the portal enabled and
Change of Blog Author
Hi, I am creating the blog post on behalf of my colleague. When I publish the post, it is showing my name as author of the post which is not intended and needs to be changed to my colleague's name. How can I change the name of the author in the blogs?? Thanks, Ramanan
Allow customers to choose meeting venue and meeting duration on booking page
My business primarily involves one-to-one meetings with my clients. Given the hybrid-work world we now find ourselves in, these meetings can take several forms (which I think of as the meeting "venue"): In-person Zoom Phone call I currently handle these
Booking outside of scheduled availability
Is there a way for staff (such as the secretary) to book appointments outside of the scheduled availability? Right now to do this special hours must be set each time. There should be a quicker way. Am I missing something?
Operation Questions.
Hello, I hope you are well. To explain a little, we are a company that sells services and products with a technical team responsible for installation and maintenance. Zoho FSM can be useful for the technical team, namely for the technical coordinator
Direct Access and Better Search for Zoho Quartz Recordings
Hi Zoho Team, We would like to request a few enhancements to improve how Zoho Quartz recordings are accessed and managed after being submitted to Zoho Support. Current Limitation: After submitting a Quartz recording, the related Zoho Support ticket displays
Update date & time when a cell is edited
Hi All, I am desiring to have a cell update with the current date and time when another cell is edited. Any ideas? Thank you
Add "Groups" to "Share With" on Reports & All Entries
Hi, On Forms we can share Publicly, with Specific Users And/Or Specific Groups or All Users. With Reports and All Entries we lack the "Groups" option, please add this as with many users this saves a lot of work. Thanks Dan
Add Pause / Resume Option to Zoho Quartz Recordings
Hi Zoho Team, We would like to request an enhancement to Zoho Quartz recordings: the ability to pause and resume an ongoing recording. Current Limitation: At the moment, when recording an issue with Zoho Quartz, the recording continues even when we are
Custom Fields Not Showing Up in Invoice PDF Template Document Information
I have added 2 custom fields under Sales > Invoices > Manage Custom Fields. They are set to show in all PDFs. However when I am editing my Invoice PDF template, i do not see the custom fields under Document Information.
Tracking Non-Inventory Items
We have several business locations and currently use zoho inventory to track retail items (sales and purchase orders). We were hoping to use zoho inventory to track our non-inventory items as well (toilet paper, paper towels, etc). I understand that we
Can I use a Standalone CRM Function as the Callback URL For Async Export Data API?
I am creating an export job using this API https://www.zoho.com/analytics/api/v2/bulk-api/export-data-async/create-export/view-id.html There is a "callbackUrl" key in the CONFIG object. I tried copying the URL for a standalone function in CRM which can
ZOHO Books
Hi there, Why after I upgrade my Zoho invoice > Books then i wanted to add plugin which i cannot do. Please advise.
How is Your eCommerce Experience w/Zoho Inventory?
First off, I'm SUPER grateful for the advent of Zoho Inventory and now the Zoho Commerce Suite. Overall, Inventory is a great product, especially for customers without an eCommerce presence. For eCommerce companies (especially those shipping more than ~10 packages/day), however, there are certain drawbacks that keep my clients from moving over to Zoho Inventory: Cons: 1. Invoice + Package Creation from Shopify/Other eCommerce Integrations: Zoho Inventory makes the somewhat perplexing decision to
Error AS101 when adding new email alias
Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.
Simplify Mass Replies with Predefined Templates and Snippets
Hello everyone, We are happy to introduce a new enhancement to Mass Reply that helps agents respond to customers quickly and consistently. With the addition of Email Templates and Snippets in the reply window, agents can use predefined messages while
Mapping custom fields from one module to another
I have a custom field, "Subscription Period" that appears as a required field in every Opportunity (Potential). I want that field to appear on any Quotes derived from that Opportunity (and have created a custom field of the same name in Quotes for that
Passing the CRM
Hi, I am hoping someone can help. I have a zoho form that has a CRM lookup field. I was hoping to send this to my publicly to clients via a text message and the form then attaches the signed form back to the custom module. This work absolutely fine when
The Social Wall: November 2025
We’re nearing the end of the year, and the holiday season is officially kicking in! It’s that time when sales peak and your social media game needs to be stronger than ever. We’re back with exciting new updates across AI, analytics, and the mobile app
Item name special charaters <>
Im trying to input speical characters such as < and > into item name and item description but comes up with following error: Invalid value passed for Item Name and Invalid value passed for Item Description How do i allow speical characters?
How to update Multi File upload field
Assume that i have a multi file upload field,how can i update the same field again?
Customer Address Not on Standard Invoice when Address is on Contact Record
Hi, I entered the customer billing and shipping address in Zoho CRM. I created an invoice in Zoho Books with the same customer contact. The contact is correctly in Zoho Books with the billing and shipping address. The invoice for the customer does not
Apply partial payments to invoices from the Banking Module
We need this! Why is this not possible?
Welcome to the Zoho Show Community Forums page!
Hello everyone, The Zoho Show community is a place for you to discuss and share anything and everything related to Zoho Show Presentations, our online presentation software. It includes users from all over the globe and all walks of life. Our community helps answer your Zoho Show questions with responses from other knowledgeable community members to give you the best experience creating and designing exciting presentations. Along the way, you'll meet recognized experts from our software team and
How can I convert an existing contact into a lead?
I imported many contacts into ZOHO CRM. In order to select a few of them as leads, I want to mark or convert a few hundred as Leads. Who can I do that?
Introducing Dedicated Modules for Plans, Addons, and Coupons in Zoho Billing
We’ve enhanced the way you manage Plans, Addons, and Coupons in Zoho Billing. Previously, all three grouped together under Subscription Items. Now, each one has its own dedicated module, giving you a cleaner and more intuitive experience. This update
Price book functionality enhancement
A common use of price books is to create a price book for a given customer level or contract with a specific company. Given that this is done at a company/customer level it would be great to see a way to associate a price book to a given customer and
Tracking Emails sent through Outlook
All of our sales team have their Outlook 365 accounts setup with IMAP integration. We're trying to track their email activity that occurs outside the CRM. I can see the email exchanges between the sales people and the clients in the contact module. But
Contact data removes Account data when creating a quote
Hi, Our customer has address fields in their quote layout which should be the address of the Account. They prefill the information, adding the account name - the address data is populated as per what is in the account - great. However when they then add
Next Page