What's new?

• Scoring Rules under Automation now includes Manual score and Zia Score. This new user experience keeps both the standard score and Zia Scores under the same roof so you can handle all scoring factors easily.
  
  

• Zia Scores now include a variety of scoring types, such as health scores, engagement scores, follow-up scores, field attribute scores, and conversion scores. This flexibility enables businesses to tailor the scoring mechanisms to align with their processes better, enhancing decision-making and outcome prediction.
  
  

• Field attribute score: This record score is automatically calculated based on the selected module's fields and the data in the record. It assesses the relevance, completeness, and accuracy of the data presented in those categories.
• Conversion score: For modules that have customer journey-based use cases (like Leads or Deals), the customer's conversion score is created by taking information from all the chosen related modules' data.
• Engagement score: Engagement scores use data from selected and related modules: Calls, Emails, and Meetings. Determining a customer's engagement score involves considering the level of interest the customer has, as sourced from incoming signals.
• Follow-up score: A salesperson's follow-up score assesses the timeliness, relevance, and impact of their follow-up communications or activities.
• Health score: Health scores for a customer's relationship with a business are for modules that don't depend on the record's definitive journey. Every touchpoint is taken into consideration, whether it's products purchased, deals made, communications made, tickets raised, or campaigns launched. It also considers customer engagement and user follow-up interactions.
  

Training data

Training data enables Zia to identify meaningful patterns by comparing ideal and non-ideal records and assigning scores accordingly. It's important to establish criteria for these conditions (training data) for the records. Training data is a mandatory requirement to generate conversion and field attribute scores.

Limitations

• Zia Scores will not automatically apply to old (already existing) records. It applies to any existing record only when the record is edited after enabling Zia Scores.
• In manual scoring rules, a pop-up appears asking if the rule should apply to only new records or old records as well. For Zia Scores, by default, the rule applies to all new records added from the day after creating the rule.
• In the Enterprise edition, the limit is five scoring rules per CRM account.
• In the Ultimate edition, the limit is 10 scoring rules per CRM account.

Availability

DC: All DCs

Editions: Enterprise | Zoho One | Ultimate | CRM Plus

Release plan: This enhancement is released to all customers of all DCs. (Updated on 30th, July 2025)

That's everything about the enhancements to Zia Scores. Feel free to share your questions and suggestions as comments. 

Help resources

• Manual Scores
  
• Zia Scores
  
  

Regards,

Fiona