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Hello,

We are synchronising Books Customers with CRM Accounts.

In CRM Accounts I set up last year a "segments" multiselect field shown below


In Books, I set up a custom multi-select field with the same value as in the CRM


And set up the synchronisation inside Books. Want to synchronise the Books Segments with the CRM Segments, but the later doesn't exist, and another non-existing is there ?!


First, I don't understand where the field Segmentation is coming from.

Second, I set CRM Segmentation to sync with Books Segments, and after one week CRM Segments from most Accounts has been emptied!

I'm a bit confused how this synchronisation works, as other fields are working fine... Is there something I should take care of with multi-select field ?


2 users have this problem.
1 Reply
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  • 4 years ago

Hi @olivier

In the integration with Zoho CRM, we haven't yet supported Multi-select type custom fields. As of now, it wouldn't be possible to sync these field values to Zoho Books. We will let you know when we have an enhancement regarding this. 

As for the field that is listed in the drop-down in integration setup, please check if you have any field named "Segmentation" for the Accounts module in the Standard Layout in Zoho CRM. The field "Segments" may not be listed because of any of the following reasons: 
  • If the field has been created in any other module rather than Accounts. 
  • If the field is present in a different layout (Multiple Layouts can be created in Zoho CRM, but only the Standard Layout will be synced to Zoho Books). 
Regarding the case where the field in Zoho CRM has emptied out, we would need more information to check further. Please reach out to support@zohobooks.com for further discussion. 

Regards,
Divya R
Zoho Cares

  • 4 years ago

Hi Divya,

If multi-select fields is not supported, I suggest you made it clear in the sync panel. This is not obvious and it seems we lost this data in the crm...

I check all the module fields (from Leads to Visit etc..) We don't have any "Segmentation" fields, and have only a second Layout in Sales Opportunites (but no Segmentation)...

For now, we disabled this fiels synchronisation. Let me know when you support it,

Regards

  • 4 years ago

Hi @olivier

Apologies for the inconvenience. We will definitely rectify the sync for Multi-select field in Zoho CRM integration and update you when it is available. 

Regards,
Divya R
Zoho Cares

  • 4 years ago

Hi Divya,

Thanks for the update. For now I disabled this fields synchronisation. Let us know when it is corrected.

I've noticed something on a few Books customers, but unsure. When synchronisation was active, Books customers with multi-select field filled, had their CRM account multi-select fields cleared... And the opposite seems to be also true. I will dig into it if I can.

Also, is there a way for us to get the CRM emptied fields back to their previous state ? We are talking only for about 380 Accounts that have been affected.

Regards

  • 4 years ago

Hi @olivier

In Zoho CRM, you can find the change that has happened to an account from the Timeline. However, I understand that this could be tedious to check for each of the affected accounts. Hence I request you to drop an email to support@zohobooks.com with your organization details. It would be helpful for us to look into the exact cause of this occurrence with the concerned team and also on the possibility of reversal of the field values. 

Regards,
Divya R
Zoho Cares

  • 4 years ago

Hi @olivier

Multi-select custom fields are now supported in Zoho CRM integration. Please have a look and let us know if you have any questions. 

Regards,
Divya R
Zoho Cares

  • 14 days ago

Hi, this topic turns 5 years old.. Is it still not possible to sync custom fields from Zoho Books to CRM contacts?

I tried it with bulk export and import but that messes up with äöü and so...

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