1. Sales Enablement
   
2. Analytics and Performance Management
   
3. Predictive Intelligence
   
4. Sales Operations
   
   

1. Sales Enablement 

• Threaded views in Emails - Gone are the days when you viewed your email communications in an individual and disjointed manner. Threaded views connect the entire email conversation in a single window, giving you the complete picture of your exchange with the customer.
  
• New fields in Zoho CRM - Custom fields can help businesses accomplish a lot, but nothing beats a natively supported field. We've now added deal lookup fields for Invoices, user lookup fields in subforms and rollup summary fields for CRM records.
  
• Native SMS functionality - Zoho CRM now supports sending transactional SMS from right inside the product. From managing templates, getting them approved and automating the sending of messages, everything can be managed right inside the product.
  

2. Analytics and Performance management 

• Forecast Archiving - Access to historical performance data can give you insights into the good and bad side of your sales process. You can now archive up to 5 years of forecasting data, readily accessible for whenever you need to analyze them.
  
• URL bases analytics for Webforms - How do you analyze the performance of  a CRM webform hosted across different pages of your site? With the new URL based analytics, of course, which segregates all the performance data of your webforms across the different URLs they are hosted on.
  

3. Predictive Intelligence 

• Zia Presentation - Get consolidated reports on your business' most relevant metrics every month. Once configured, Zia will analyze and compose key metrics in a ready to digest presentation.
  
• Analytics for Zia - Understand how certain Zia functionalities are being used across your organization and their impact on your sales process. You can now get detailed analytics for Recommendations, Data Enrichment and Best time to contact.
  
• Call Transcription and Intelligence - For every call you make, Zia will now automatically transcribe the call if a recording is available. You get additional information like the intent, sentiment, emotion, and summary of the call as well.
  

4. Sales operations 

• An expanding Sandbox - The Zoho CRM sandbox is growing at a rapid pace with the introduction of the multiple sandbox functionality from last year. Now we're expanding what you can test in the sandbox environment by supporting Client Scripts, Static Resources, Trusted Domains and Map dependency.
  
• Admin Tools - CRM administrators now have a central location to manage and delete templates, workflows, views, and reports in bulk, that are no longer used or bloating up the system.
  
• Record Locking - If you wish to preserve the state of a record once it reaches a specific point in your sales process, you can now automatically or manually lock the record, preventing any changes from being made by any user in your org barring a few exceptions.