Nouvelles améliorations dans Zoho CRM Plus

Nouvelles améliorations dans Zoho CRM Plus

Bonjour à tous,

Nous sommes heureux de dévoiler la nouvelle version très attendue de Zoho CRM Plus, qui est prête à vous offrir une expérience client unifiée. Nous avons ajouté quelques améliorations attrayantes aux modules Desk, Social, Analytics et SalesIQ qui vous aideront à gérer plus efficacement vos processus d’entreprise. De plus, notre plateforme d'expérience client unifiée vise à offrir de façon transparente une meilleure expérience avec une interface utilisateur unifiée, un panneau d'administration, des options de configuration, de recherche et un panneau d'utilisateur.

Étant donné que la liste des améliorations est assez longue, nous allons vous présenter chacune d'entre elles dans deux publications distinctes. Dans la première publication, nous aborderons brièvement les améliorations apportées à Desk et Analytics, et dans la publication suivante, nous présenterons des détails sur les améliorations apportées à SalesIQ et Social.

Améliorations dans Zoho Desk

Dans le module Desk, nous avons ajouté les fonctionnalités suivantes :
  • Blueprint
  • Fonctionnalités de Zia comme l'analyse des sentiments, le balisage automatique, la détection d’anomalie, le tableau de bord Zia, l'assistant de réponse, Chatbot et Zia Voice.

Étendez les avantages de la fonctionnalité Blueprint de CRM à vos équipes du support technique avec Blueprint pour Desk. Les équipes du support technique peuvent maîtriser les problèmes et empêcher les réaffectations fréquentes en créant un processus de résolution de ticket infaillible qui assure à chaque client des solutions rapides, cohérentes et meilleures.


Extension des capacités de Zia à Desk

Nous avons intégré les fonctions de Zia dans le module Desk qui vous aideront à améliorer vos processus d'entreprise de plusieurs façons. Voyons ce qui vous attend :

Analyse des sentiments : Tout comme l’analyse des sentiments par e-mail dans CRM, Zia aidera les agents de support à identifier le ton de chaque ticket client afin d'assurer une action rapide.


Balisage automatique : Zia marquera automatiquement les réponses des clients avec des mots clés en fonction du contenu des tickets, qui seront regroupés intelligemment sous forme de balises automatiques. Cela aidera également à identifier les balises de tendance et les sentiments des clients qui les sous-tendent.


Détection d'anomalie : Zia prédira la tendance des réponses des tickets entrants et sortants et comparera cette prédiction avec le trafic réel. Elle suggérera également toute anomalie pertinente.

Tableau de bord Zia : Le tableau de bord principal intelligent aidera les équipes de support à afficher les balises de tendance, les sentiments des tickets, les anomalies et bien davantage.


Assistant de réponse : Zia génère automatiquement des réponses aux questions des clients en analysant les mots clés et suggère également des documents d'aide pertinents dans la base de données. Les agents de support peuvent prévisualiser les réponses de Zia et les inclure dans leurs réponses.

Bot conversationnel : ASAP amène votre centre d'aide directement dans votre site Web ou application mobile. Lorsque les utilisateurs ont un problème, ils peuvent naviguer dans la base de connaissances, envoyer une publication à la communauté, converser avec un expert ou même créer un ticket. Il n'est pas nécessaire de quitter votre site Web ou votre application mobile.

Zia Voice : Nous avons étendu Zia Voice à Desk pour aider les équipes de support à accéder facilement aux informations clients contextuelles par le biais de messages vocaux et de conversation. Grâce à cela, Zia Voice peut désormais aider les entreprises à extraire des informations sur leurs clients par le biais des ventes, du marketing et du support.
Zia Voice est également disponible sous forme de kit de développement logiciel, permettant aux entreprises de fournir les fonctionnalités de Zia à leurs clients.

Améliorations dans Zoho Analytics

Nous avons renommé Zoho Reports en Zoho Analytics et ajouté les fonctionnalités suivantes dans le module Analytics:
  • Ask Zia
  • Informations unifiées issues des ventes, du support et du marketing
  • Nouveaux connecteurs de données dans les médias sociaux, le marketing et l'analyse RH
  • Alertes de données intelligentes
  • Analyse collaborative
  • Édition sur site

Ask Zia : Zia est maintenant disponible en tant qu'assistante de recherche pilotée par l'intelligence artificielle dans Zoho Analytics. Les utilisateurs peuvent poser des questions comme « Quelle est la tendance mensuelle des ventes dans les différentes régions » et recevoir des réponses sous forme de rapports visuels, au lieu de les créer manuellement.

Informations unifiées issues des ventes, du support et du marketing : Zoho Analytics fusionne automatiquement les données provenant de plusieurs sources sous forme de rapports et de tableaux de bord préconfigurés afin de suivre les métriques métier critiques. Bien qu'il existe plus de 300 rapports et tableaux de bord préconfigurés qui fournissent des informations commerciales utiles, les utilisateurs peuvent également fusionner les données provenant de différentes sources en fonction de leurs besoins.


Nouveaux connecteurs de données : Six nouveaux connecteurs métier populaires sont ajoutés à Zoho Analytics, ce qui porte le nombre de connecteurs à plus de 100. Chacun de ces connecteurs dispose de 100 rapports et tableaux de bord préconfigurés spécifiques au domaine que les utilisateurs peuvent utiliser immédiatement aux fins d'analyse.
La liste des connecteurs disponibles est la suivante :
  1. Analyse des médias sociaux : Pages Facebook, pseudos Twitter et analyse de la concurrence Twitter
  2. Analyse marketing : Publicités Bing et Publicités Facebook
  3. Analyse RH ; Zoho People

Alertes de données intelligentes : Cette fonctionnalité alerte les utilisateurs par le biais de notifications dans l'application ou par e-mail lorsqu'une anomalie est détectée, invitant à prendre les mesures appropriées.

Analyse collaborative : Les commentaires contextuels sont maintenant ajoutés aux capacités collaboratives d'Analytics. Les utilisateurs peuvent commenter n'importe quel rapport ou tableau de bord et avoir des interactions contextuelles avec les parties prenantes.

Édition sur site : En plus de la version cloud existante, Zoho Analytics autorisera l’installation d’une édition sur site afin d’offrir aux utilisateurs des choix de déploiement, et permettra aux moyennes et grandes entreprises d'analyser leurs données stockées en interne.

Suite à cette mise à jour, veuillez consulter les améliorations dans SalesIQ et Social. Voici le lien vers la publication.

    • Sticky Posts

    • Recommandez Zoho CRM Plus à vos amis et gagnez des crédits !

      Bonjour à tous,   Vous aimez travailler avec Zoho CRM Plus ? Et bien vous avez maintenant la possibilité de le recommander autour de vous pour aider votre réseau à améliorer son expérience client. Et bien sur c'est gagnant-gagnant ! Comment cela fonctionne

    • Découvrez Zoho Workplace

      Bonjour à tous ! Un domaine personnalisé est devenu une nécessité absolue, non seulement pour les grandes entreprises, mais aussi pour les petites ou, dans certains cas, les familles. Nous avons toujours pensé que se lancer ne devrait pas coûter cher,

    • Découvrez Zoho Learn

      Bonjour à tous, Nous sommes très heureux de vous présenter Zoho Learn ! Commençons par vous expliquer ce qu'est Zoho Learn et comment il peut vous accompagner dans vos processus de formation. Qu'est-ce que Zoho Learn ? Zoho Learn est une solution complète

    • Recent Topics

    • How can I filter a field integration?

      Hi,  I have a field integration from CRM "Products" in a form, and I have three product Categories in CRM. I only need to see Products of a category. Thanks for you answers.

    • Adding image in HTML report page

      Hi, I want to know two things: 1. Can anyone advise how to add an image in HTML report. The tagged used is <img> but what path do I mention for the image to be added in the HTML report. 2. Also, I want to know if I am creating an application for the market

    • How to change view of HTML report based on device but always print in A4

      Hello everyone, I am aware that HTML report view can be configured to adjust according to the screen size like Laptop, Tablet and mobile using media queries. But my concern is no matter on which device the reports is opened when printed should always

    • Age Calculation

      I've attempted to calculate the age of someone based on their birthday input by using the formula field. It works but I don't want all those decimals on there. I then tried to use "set variable" after birthday input but I get a field type mismatch, long vs. floating. Any ideas would be wonderful.

    • Search on Custom Field

      We're working on an integration with the Zoho FSM API and are trying to retrieve companies based on a custom field we added to the Companies module. However, we can't find a way to filter or query records using custom fields through the API. We have a

    • Sendmail function / custom action?

      I've setup a function hoping to email various business departments the details of a record once all work in that record is complete so gone about setting up a custom action in such way that each record line on the report has a button to click. Question is how do I actually include data from that record in the email that is sent when the button is clicked? I had thought that since this were being sent per record the email would include the data which had been entered

    • API to post drafts for social media

      I we want to post draft posts to our zoho social account and then approve and schedule them within Zoho social. is this possible with for example: https://apis.zoho.com/social/v2/post TIA Jon

    • Canvas View in Zoho Recruit

      Is it possible or would it be possible to have the new 'Canvas View' in Zoho Recruit?

    • What impactful sales coaching techniques have you used to boost your team's performance?

      I'm curious about the real-world impact of sales coaching on team performance. What specific techniques or strategies have you found most effective in driving consistent improvement and growth in your sales team? Any success stories or lessons learned

    • Adding Taxes to paid consultations in Zoho Bookings

      I created a 'paid' consultation under Zoho Booking and integrated it with payment gateways for online/instant payment before a booking is done. How can I add 'taxes' to the price of consultation? I can add taxes to other Zoho apps (liks Books, Checkout,

    • Zoho Finance Suite - Customer Custom Tabs - Dynamic Link

      Hi Finance Suite team, When creating a Custom Tab for a Client Portal, there is no option to add dynamic parameters. This would be very helpful for adding Zoho Analytics dashboards which can be dynamically filtered through the URL to only show information

    • Feature Request - Insert URL Links in Folders

      I would love to see the ability to create simple URL links with titles in WorkDrive. or perhaps a WorkDrive extension to allow it. Example use case: A team is working on a project and there is project folder in WordDrive. The team uses LucidChart to create

    • Possible to bold or indent text in the description field?

      As part of one item, I often have a detailed description that would be much easier to read if there was the ability to have a bulleted list or bold text and the like. Is this possible? My last invoicing software allowed markup in the field so, for example, an asterisk meant a bullet. I haven't been able to find any documentation related to this.  Any information would be appreciated. Thank you.

    • How can I setup Zoho MCP with Chat GPT

      I can set up custom connections with Chat GPT but I cat an error when I try to set it up. The error is: "This MCP server can't be used by ChatGPT to search information because it doesn't implement our specification: search action not found" Thoughts?

    • Formatting of Balance Sheet and Profit & Loss Reports

      The default format of the Balance Sheet and P&L Reports are based on the Account Types and then the individual accounts within the Chart of Accounts. These are then ordered alphabetically under these sub-headings and one is unable to re-order these or

    • UK MTD reports concerning turnover and cerash accounting

      Hi I am a sole trader, and I have just started with Zoho Books in order to comply with the new HMRC requirements. I use 'cash basis' - which I understand to mean that income is when the cash comes in (not the invoice date) and expenses are when they are

    • Retainer Invoice.

      Why ZOHO not have facilities to deduct partially advance payment from an invoice.

    • IMAP Server not responding.

      Trying to connect a phone via IMAP and getting "imap.zoho.com not responding." Is the server down, for maintenance or otherwise? I've tried this on two different devices and got the same error on both.

    • Share saved filters between others

      Hi, I am in charge to setup all zoho system in our company. I am preparing saved filters for everybody, but the only one can see its me. How can others see it? Thanks

    • GST Slabs Redefined: Stay Compliant Using Zoho Books!

      Hello Everyone! The Government of India is rolling out new GST rates, a major reform aimed at simplifying the current tax structure starting 22 September 2025. GST will move from four slabs (5%, 12%, 18%, 28%) to two main slabs (5% and 18%), plus a special

    • Kanban view on Zoho CRM mobile app!

      What is Kanban? The name doesn't sound English, right? Yes, Kanban is a Japanese word which means 'Card you can see'. As per the meaning, Kanban in CRM is a type of list view in which the records will be displayed in cards and categorized under the given

    • Presenting ABM for Zoho CRM: Expand and retain your customers with precision

      Picture this scenario: You're a growing SaaS company ready to launch a powerful business suite, and are looking to gain traction and momentum. But as a business with a tight budget, you know acquiring new customers is slow, expensive, and often delivers

    • No practical examples of how survey data is analyzed

      There are no examples of analysis with analytics of zoho survey data. Only survey meta data is analyzed, such as number of completes, not actual analysis of responses, such as the % in each gender, cross-tabulations of survey responses. One strange characteristic

    • Zoho Creator as LMS and Membership Solution

      My client is interested in using Zoho One apps to deploy their membership academy offer. Zoho Creator was an option that came up in my research: Here are the components of the program/offer: 1. Membership portal - individual login credentials for each

    • Adding Chargebee as a Data Connector

      Is it possible to get Chargebee added as a Zoho Analytics data connector?

    • Webform & spam

      Hi, We set up 2 webform on our website, fowarding the content to Zoho CRM. Since it has been opened up, we are getting lot of spam message (for now about 20 a day). To lower the  amount of false new leads we added the captcha field and new enquieries are send to the Approval Leads list. However we still get some spam. Is there any "anti spam" mechanism built in Zoho CRM, or how is the best way to avoid these kind of spam ? Thanks

    • Dropbox to Workdrive

      Namaste, Trust you all are doing well. Wanted to check how this can be done with Zoho flow. I typically receive dropbox links from my clients. Is there a way where I can provide the link to Zoho flow and it downloads the files from dropbox link to a work

    • Deals by Stages Funnel not showing in correct order

      Using the Stage-Probability Mapping for the Deals module we have created a steps our deals will pass through, RFQ, Closed/Lost, Declined/No-Go, Pricing, Submitted, Negotiations, Won. However when I view the Deal By Stages Funnel it does not show in the

    • Turning off the new UI

      Tried the new 'enhanced' UI and actively dislike it. Anyone know how to revert back?

    • Confirmation prompt before a custom button action is triggered

      Have you ever created a custom button and just hoped that you/your users are prompted first to confirm the action? Well, Zoho knows this concept. For example, in blueprint, whenever we want to advance to the next state by clicking the transition, it is

    • How to create auto populate field based on custom module in Zoho CRM?

      Hello, i'm still new to Zoho CRM and work as administrator in my company. Currently, I'm configuring layout for Quotes Module. So, the idea is, I've created a read-only field in Quotes called "Spec". I want this field automatically filled with Specification

    • Rich Text For Notes in Zoho CRM

      Hello everyone, As you know, notes are essential for recording information and ensuring smooth communication across your records. With our latest update, you can now use Rich Text formatting to organize and structure your notes more efficiently. By using

    • Change Last Name to not required in Leads

      I would like to upload 500 target companies as leads but I don't yet have contact people for them. Can you enable the option for me to turn this requirement off to need a Second Name? Moderation update (10-Jun-23): As we explore potential solutions for

    • Office 365 and CRM mail integration: permission required

      Has anyone run into this weird problem? My email server is Office 365. When I try to configure Zoho CRM to use this server, a Microsoft popup window opens requesting user and password. After entering that, I get a message in the Microsoft window saying

    • Tables improvement ideas / features

      Heya, I've been using Zoho Tables for a few months now and wanted to post some features that I think will be greatly beneficial for the tool: 1. Ability to delete a record in automation or move a record in automation. - Usecase: I move a record from one

    • Deluge - Can't get phone number SalesIQ

      Hey folks, I’m building a custom plug for SalesIQ that’s supposed to register leads into Zoho CRM. The SalesIQ chat is being implemented on WhatsApp, and in my plug I’m using this line: mobile_clean = session.get("phone").get("value"); From what I understand,

    • how to differentiate if whatsapp comes from certain landing page?

      I create a Zobot in SalesIQ to create a Whatsapp bot to capture the lead. I have 2 landing pages, one is SEO optimized and the other want is optimized for leads comes from Google Ads. I want to know from which landing page this lead came through WhatsApp

    • Zoho Desk - Community

      As a regular user of Zoho Cares Community I would really love to see the publish date of articles. For example, when I look at Announcements, it would be very beneficial to see which ones were posted recently, over those which have just and a recent comment.

    • access to quartz for my customers

      Hi how can I have access to the application quartz you use for us to send you screen rocording, this feature would be immensely useful for our customers support https://quartz.zoho.com/

    • Issue with Inline Images in Email Reply via Zoho Desk API

      Hi, I am attempting to send inline images in an email reply using the Zoho Desk API, but the images are not being displayed inline for the recipient. I have followed this documentation: https://desk.zoho.com/DeskAPIDocument#Uploads https://desk.zoho.com/DeskAPIDocument#Threads#Threads_SendEmailReply

    • Next Page