New in Zoho CRM Plus - October 2019

Hello everyone! 

This post is a summary of the recent updates made to Zoho CRM Plus, aimed to help keep you up-to-date on all new and forthcoming changes.  

You can read through to learn about the latest updates added to different parts of our platform, such as CRM, Desk, and Social. Find out all the new ways you can utilize Zoho CRM Plus as a customer experience platform for your business. 

 

CRM 

1) Fine-tune your configurations in Assignment Rules

 

a. Selecting users based on set criteria  

 

Apart from sorting users into categories such as Users, Roles, and Groups, you can also define certain conditions for these categories based on which records will be assigned to them. 

 

For example, let's say you set an assignment rule in your CRM stating that all records from India and the US should be assigned only to users in the U.S. In the previous version, you would need to choose the U.S. users individually from the Users category.

With this new update, you can now define specific conditions, such as setting all your records from India and the U.S. to be assigned to users in the U.S.

b. Check user's availability before assigning a record  

 

In addition to easier and more specific lead assignment, we've also added an optional enhancement allowing you to check the availability of a user based on their shift timing and online status (whether they're logged into CRM or not) before assigning records to that particular user. 

Now that you can check for a user's availability before assigning records, there are times when you choose not to assign a record to the user, such as when they are unavailable or logged out, or have deactivated or deleted their CRM account.

 

To avoid such situations, you can also select a default user, who will be assigned the records in absence of the first selected user. For this default user, you can choose either a logged-in user (who has initiated the record action) or any other CRM user. More on Assignment rules here.

 

2) Updates to the data importing process: replacing empty values

In our previous version, if any field you marked as mandatory in your import file was empty or did not have a value, the record will not be imported. To address this, our new update allows you to define a value for the empty field while you are importing the records. More on imports here.

3) Find out how Zia answers your questions

 

"Explore" in Zia is a new feature that helps you trace the search route taken by Zia to find answers to your questions. 

  

For example, let's say you want to know your upcoming tasks and you tell Zia, "Show my upcoming tasks." Click on the "Explore" icon in the results and Zia will show you the criteria applied and the module the answer came from. In this example, it would be the "Tasks" module and the search criterion would be the duration.

 

This helps improve the accuracy of your search results, and also find out if Zia is fetching you the right information by looking at the criteria she set for fetching the results. 

To access this feature, hover over Zia's response and click the Explore icon. More on Zia here.

 

4) New views for CRM Dashboards
 

Along with the existing categories for dashboard views, Favorites, Created by me and Shared with me, CRM has added three more views: All, Public, and Other users' dashboards. 

 

All: Display a consolidated view of all the dashboards in your CRM

Public: View dashboards accessible to all users inside CRM

Other users' dashboards: Admins and Super Admins can view dashboards created by other users inside CRM.

More on Dashboard views here.

 

5) Reduced refresh time for Sandbox

The refresh time for your Sandbox account (a test environment to check your CRM settings before deploying them to production) has been reduced from every 30 days to every three days. 

 

In addition to the shorter refresh time period, you also get to retain your Deployment Logs for up to six months. More on Sandbox here.

  

Desk 

 

1) The new, improved Social module inside Desk

 

An active social media presence, combined with real-time responsiveness from your customer support teams, can work wonders for your business. Desk, your dedicated service for support operations, helps utilize your organization's social media accounts as direct support channels.

 

 

With our new take on Social module under Desk, you can now organize your Social media channels—Facebook pages, Instagram accounts, and Twitter handles—into a single unit, called a brand. 

 

*A brand is the fundamental unit under which you can manage the Facebook page and Twitter handle of a brand/organization.

After you connect your social media accounts to a brand in the Social module, all posts, tags, and private messages posted or received by the accounts are automatically populated from their respective feeds. You can perform all basic actions from there, such as commenting on a post, liking a post, replying to a tweet, and retweeting or liking a tweet. You can also manually or automatically convert posts into tickets in your help desk portal.

 

2) Convert business reviews into tickets with new Marketplace extensions

We have now introduced two new marketplace extensions for Desk: App Store Reviews and Google Play Reviews for Desk. With these extensions, you can now convert your reviews on Google Play and App Store into tickets within your help desk. Links to both review channels will be redirected to the respective app channels. Your agents can now reply to reviews from Desk, and their responses will be automatically posted on Google Play Store. 

Note: Due to authentication constraints, agents can view but not reply to App store reviews from Desk

 

Social 

1) Easily accessible emoji menu 

 

You can now access the emoji menu anywhere you type on Social. 

Previously, the emoji menu was available only under the Compose window but with this new update, the emoji menu is easily accessible whenever you start typing on the platform. This includes your notifications tab, your livestream updates, and under the monitor tab. More on emoji menus in Social here.

 

2) Tag your Facebook and LinkedIn accounts in your posts

 

In our previous version, you could tag Twitter and Instagram profiles in Social posts. Our new update in Social now allows you to also tag your Facebook and LinkedIn pages in your posts.

​ 

To tag Facebook and Linkedin Pages on Social, type the "@" symbol, followed by the name of the Facebook or LinkedIn page. The New Post box will display matching profile suggestions for you to choose from. Select the correct username from the drop down, then click Done and your tag will appear on the post. More on tagging users in social media posts here

 

That's it with our product updates for this month, but stay tuned for next month's news! In the meantime, check out these new updates and share your experience with us in the comments below. 

 

 

 

 

 

 

 

 

• Topic Participants

• Abhinaya Babu J

• Sticky Posts

• Zoho CRM Plus in 2023: Let's rewind

  Hey everyone, There's something about December that makes us want to sit back and remember all the wonderful moments, as we get ready for the New Year, 2024! (Psst! We are also turning 10—yay!) This year, CRM Plus had a lot of wonderful updates, taking

• The CX Workshops are back in 2023!

  Hello, can you see my screen? Can you hear me? This is a phrase we've all been saying more often than "good morning" over the last couple of years. Well, now it's time to re-connect in person. We're excited to invite you all to the CX Workshops we've

• Refer Zoho CRM Plus to your friends and earn rewards!

  Hey everyone,   We'd like to thank you from the bottom of our hearts for continuing to be our esteemed customers. Now you have the opportunity to refer Zoho CRM Plus to your friends or family members who are looking for a suitable solution to enhance

• Social in CRM Plus now supports TikTok, Instagram Stories and Reels, and YouTube Shorts

  Hey everyone,   We are excited to inform you that Social in CRM Plus now allows you to publish on TikTok! We've also updated it to let you create Instagram Stories and Reels, as well as YouTube Shorts. Here's a brief about the updates.  Publishing on

• Unified telephony in Zoho CRM Plus

  In any business, managing calls with the prospects or customers is an integral part of a salesperson or a support agent's daily life. They have access to information about the customers within Zoho CRM, and they also use a suitable PBX service to communicate

• Recent Topics

• Desk x CRM Integration

  Howdy! We currently use SalesIQ but we are considering moving across to Desk as it seems to have more functionality that we want. One of the pulls is the ability for our customers to self serve. But, I might be getting over excited and not actually need

• Function #53: Transaction Level Profitability for Invoices

  Hello everyone, and welcome back to our series! We have previously provided custom functions for calculating the profitability of a quote and a sales order. There may be instances where the invoice may differ from its corresponding quote or sales order.

• Issue with Save & Share Link – Works for Others but Not Creator

  I’ve enabled the "Save and Share" feature in Zoho Forms, and it works correctly for all users accessing the public link—except for me (the form creator). Issue Details: When I save and share the link, recipients see a “no permission” error. The form is

• Save the pdf report from a registration form in a Folder

  Through Zoho Forms I created a registration form with quite a lot of rules to handle different variables (TEAM types, payment in installments, etc.), and the result is pretty good. The automatic PDF that is sent to the respondent upon submission is already

• zoho forms integration to zoho work drive

  Scenario: A user fills out a Zoho Form, entering details such as email, mobile number, and other required information, and uploads supporting documents like PAN, Aadhaar, etc. Upon submission, the data is available in Zoho Forms Reports. Requirement:

• Zoho Forms to Zoho CRM Integration failed - can I restart it?

  The integration of Zoho Form to Zoho CRM has failed. Is there a way for me to restart it for the impacted entry?

• insert an equation, but in document, it shows an image not available.

  I'm new to Zoho writer and used Zoho writer in desktop app version . When I inserted an equation, I got an image not available sign. Any help is appreciated. Thanks, Charles

• Zoho Desk Android app update - Swipe action customization

  Hello everyone! We have brought in support for the swipe action customization in latest version(v2.9.13) of the Zoho Desk Android app update, enabling you to configure left and right swipe gestures on tickets to carry out the actions swiftly without opening

• Import KB template OR Export template for zoho desk?

  Greetings. Can you tell me if there is a way to get an EXPORT of my KB articles? OR is there a template you supply for importing KB articles into my zoho desk? I am looking for a method of understanding what fields can be imported, and what their possible

• XML format to import knowledgebase into Zoho Desk

  Hi, We just started to use Zoho Desk and want to import our knowledgebase from our old support system (Freshdesk) to Zoho Desk. Can anyone give us information about the format of xml file to import? There is no explanation on the related page.

• Zoho Desk integration with Power BI

  Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks Jack

• Arranging Ticket Templates

  Is there any way to arrange our ticket templates? It doesn't look very organised when it's just arranged according to when they were created. We want the list to look more organised, by arranging/grouping them by topics, or even just by alphabetical

• What they mean with "Portal"?

  I just downloaded this app to take my personal notes on digital art studio because it seemed to me the most comfortable app to do it, I use it very often, what do they mean by “no activity on your portal”? I have about 1 year of work here and I don't

• favorites no longer listed

  Hello, I can no longer navigate to my Favorites from the pulldown at the top of my grid view (see attached screenshot). I wasn't able to find it anywhere! Please help me display my Favorites. Thank you!

• Notecards Disappeared

  Got a new phone. Downloaded and signed in Zoho Notebook. Not finding the Note cards. Just Empty Note books. Frustrating.

• Table Errors

  Hello, I'm new to Zoho Notebook and using it on several Mac/Apple devices. My question is regarding tables: Why do they become broken, and how to fix the error without retyping all my data? (Please see the screenshot attached.)

• Online Calculator with Zoho Forms?

  I'd like to build a custom calculator on my website. Zoho Forms seems to offer all the fields for basic calculations performed live without pressing any "Calculate" buttons. Unfortunately, there is still that "Submit" button at the bottom. There is nothing

• Zoho Tables instead of Zoho Creator Spreadsheet reports <3

  That would make my day for sure. Zoho Creator is create, but miss data entering as AirTable/Spreadsheet can. Seeing Zoho putting effort in this makes me think maybe one day we could see a similar interface for Zoho Creator spreadsheet reports. B.

• Notebook Stack

  Hi Everyone I Hope you´re fine, I´m sorry if this idea was posted before (I made a search but I haven´t find anything related). So, Having the possibility of stacking notebooks would be an interesting way to order notebooks that correspond to the same

• Writing on sketch cards is bugged when zoomed in

  When zoomed in, it writes a noticeable distance above or to the side of where you're actually trying to write. The further you're zoomed in, the more noticeable it is. Zooming is also entirely absent on the desktop version.

• Swipe between notes on iPhone

  It'd be convenient if I could move from one note to the next in a notebook simply by swiping left to right.

• Sales IQ chat is not working in signed android apk

  I have integrated ZOHO sales IQ support chat and i have followed each step and its working fine in my development build but when i create signed APK for it. Chat does not work in it and showing awaiting for detail. I previously asked the same query but

• COQL order by COUNT not working

  Dear community, I am trying to get a list of deal amounts per planner working on it and sorted to get see who has the least amount of deals. For some reason, I am unable to use sort by in combination with a COUNT. My original code was: query = "select

• I want to duplicate a report and name it something else

  Hi, I have created a report, and now want to reproduce it and call it something else. so that I will end up with TWO separate reports with different titles. Please tell me how do I copy / reproduce a report please

• Zoho CRM: Sales Rep Professional Certification Program on Coursera

  We are happy to share that we have published the Zoho Sales Representative Professional Certificate in partnership with Coursera, a leading platform for online learning and career development that offers access to courses and degrees from leading universities

• OS X Notebook quits immediately upon launch

  NoteBook for OS X (Sequoia, but also under Sonoma) always quits immediately upon launch (so I cannot use the "Attach user log" option). I've restarted my MacBook but the problem persists. If it helps, attached is a diagnostic report from Library>Log

• Can External users upload files or images to WorkDrive?

  I want to know if it is possible for someone externally through a link and PW be able to upload files and images onto WorkDrive?

• Multi-line fields character limits

  Is there a way to set the character limit higher on multi-line fields so that we are not losing information pasted into the field? When the text is entered or pasted, there is no error to say that the text is too large. After saving and going back to view most of the text is gone.   Also, when viewing the resume, the text is not wrapped in the multi line fields and can t be read without scrolling across the page.

• Taz bot not working — What should I do to resolve this issue?

  I am experiencing issues with the Taz bot in Zoho Cliq—not receiving responses or it does not seem to work as expected. Could you please explain why the Taz bot might not be functioning and what steps I should take to resolve this issue? Thank you!

• OneNote Migration

  I am trying to migrate two notebooks from OneNote. For five days now I have had no notification that migration has completed and the migration page show 50% complete - one notebook completed one not finished. It just stays like this. I am unable to cancel

• Set various time slot reminders for task and event

  Hi I would like known if there is possibility to set various time reminders for a task or event like we have the possibility to do in google calendar or google task. For example I'am creating an event or task and I want to be alerted before 30min and

• Zoho Calendar not functioning---cannot edit, add attendees, etc.

  Hello, My calendar is acting strange. I'm using Chrome as my browser and pop ups are not blocked (the calendar worked fine yesterday). When creating an event, I'm not able to "edit" the event and add attendees, etc. The link is non-responsive. I cannot

• Spilt Axis for stacked column and line graph

  Each month around this time I prepare a business review deck. One of the biggest annoyances I have with Zoho, also happens to be something that most other platforms have provided for a long time now, and that is being able to create a chart with stacked

• Pin a note on top

  Dear Zoho Notebook Team, Please highly consider adding ability to pin a note on top and arrange pinned notes. I have a lot of notes that I want to pin important ones on top and this feature is missing badly. Thank you.

• Windows 11 app ver 2.2.8

  I have been trialing Zoho Notes syncing between my PC and iphone. No problems with iphone but the Windows 64 bit app ver 2.2.8 was very buggy and would lock up completely, needing a Control Alt Delete etc to close it down. It seemed to be connected to

• Deluge Script: Onboarding → Access Form

  Hello everyone, Edit: Sorry, I think I put this topic in the wrong section. I’ve recently run into an issue that’s been giving me a bit of a headache for the past few weeks. Context: This is my first time using Deluge to create a script, but it’s not

• Windows Device Authentication

  We have recently started using ManageEngine, and my boss saw a device management feature in the Zoho One directory. We thought it would either help give us more intergration into Zoho one through bringing ManageEngine services through Zoho one. Or, it

• How can I change spell check language?

  I cannot find the way to change spell check language. My "display language" is English, and I want to have the same one for Spell Check, but it is Russian!!! How can I change it? In one of your explanations you mentioned that I have to choose it from

• Mail is so slow - doesn't even work!

  Mail has been getting slower and slower - and today it's not even pulling up emails in either Inbox or Unread. This is beyond frustrating since email is a big part of business. Sent a request through the useless help portal - no response. Called the useless

• User marked as SPAMMER. Mail Fetch has also been disabled for any active POP accounts.

  I am the administrator for joelles.com One of our accounts has been blocked saying this: User marked as SPAMMER. Mail Fetch has also been disabled for any active POP accounts. I cannot change the disabled account in the control panel as it says that it

• Next Page