Introducing Connected Records to bring business context to every aspect of your work in Zoho CRM for Everyone
Hello Everyone,
We are excited to unveil phase one of a powerful enhancement to CRM for Everyone - Connected Records, available only in CRM's Nextgen UI.
With CRM for Everyone, businesses can onboard all customer-facing teams onto the CRM platform to provide the best services for their customers. Teams work in their own designated spaces on the platform, and more often than not, business context gets lost as tasks transition from one team to another. To address this challenge, we have introduced Connected Records, a powerful feature that will help multiple teams coordinate seamlessly. Connected records enable teams to focus on their processes while the CRM handles coordination, delivering the right customer context to the right team at the right time.
So what are connected records?
Connected records help users link records between two modules. This feature helps improve coordination across teams and eliminate the need to rely on email and chat for task coordination.
Whether it's linking a deal to a product demo request and then linking the same deal to an onboarding request when the deal is closed won or linking a deal directly to a contract request or to a customer advocacy request if the onboarding is successful, this feature ensures all teams have the right context at the right time to execute their work. (See image below)
From the above image, we can understand that the connection for each record will differ depending on the specific task or use case, making it unique to that record.
How can you create connected records?
You can create connected records in two ways :
- Manual creation : Create connected records manually from within an organization module linking it to a record in the team module or from within a team module linking it to another team module.
For instance, we can create a product demo record in the pre-sale team module directly from a new deal in the deals module or create a customer advocacy record in the advocacy team modules directly from an onboarding record in the onboarding team module. - Auto-connect records using workflows : When you have a clear outline of the various steps in your sales process, you can connect records from one step to another automatically using a workflow rule.
For instance, we can automatically create an onboarding record in the onboarding team module when the deal stage is marked as closed won or create a win/loss analysis record in the marketing team module when the deal stage is marked as closed lost. This will help maintain continuity between the two steps and also provide the teams working on these records at both steps with clear customer context.
What else do connected records offer?
With connected records, requesters can raise requests from any module instead of navigating to the My Requests tab every time.
When records are linked between two modules, users can use public fields to display record details to team members who are not part of the module, so essential information is available for those members to complete their process efficiently.
Use Case: Managing a Deal in CRM with Connected Records
A prospect has inquired about a product for their business, leading to the creation of a deal record named Zylker Deal in the CRM system. To ensure the deal progresses smoothly and is closed successfully, multiple teams need to collaborate and access relevant data to execute their processes for this deal. Imagine the number of emails or chat messages required to coordinate this process across teams. This is precisely where connected records come into play.
With connected records, the Zylker deal record can be connected across various modules managed by different teams within the CRM platform, enabling the deal to be closed successfully. This eliminates the need to rely on emails and chats, providing a seamless way to link and share critical information across teams.
Let's see how this can be done:
Step 1 : Linking the Deal to the Case Study Module
The first step involves connecting the Zylker Deal record with the Case Study module managed by the Marketing team. This allows the sales team to access the relevant case study to persuade the prospect and strengthen their decision to purchase the product.
The sales executive can manually create a connected record from the Zylker Deal record of the Deal module directly to the Case Study module. Thereby, requesting the marketing team for a relevant case study and creating a connection from an org module to a team module.
Step 2 : Connecting the deal record to the Demo Module
If the prospect is convinced and is moved to the second step, they will require a demo of the product. So, the deal record can be linked to the Demo module managed by the Pre-sales team.
The sales executive can manually create a connected record from the Zylker deal record from the Deals Module directly to the Demo module. Thereby raising a request to the Pre-sales team to conduct a demo for the prospect and creating a connection between two team modules.
From Step 1 and Step 2, we understand that each record's connection will be different. They will differ on a record level based on the use case or task at hand. Connected records will achieve connections between org modules and team modules or between two team modules.
Step 3 : Onboarding After the Deal is Closed (Won)
The prospect likes the demo and decides to purchase the product. Once the Zylker Deal is successfully closed as won, the deal record can be linked to the Onboarding module managed by the onboarding team. This facilitates the transition from sales to onboarding, and most often, manually creating an onboarding request for every record that reaches the Deal won stage can be time-consuming and repetitive for the sales team. So they can simply automate this process.
This can be done by setting up a workflow rule to automatically connect records from one module to another. So the sales executive can set up a workflow rule saying whenever a new record is created with the deal won stage, create a new connected record in the onboarding team module, thus automatically raising a request to assist the customer in setting up their account.
Thus, when you know your sales pipeline, you can create a connected record from within a workflow to link a record from one step to the next.
Step 4 : Linking to the Training Team for Ongoing Assistance
Finally, after the customer completes the onboarding process, they can choose to receive training to use the product efficiently. So the Zylker deal record can be connected to the Training module managed by the Training team.
Here, the sales executive being assigned as the requester for the Training team can raise a request directly from the Zylker Deal record of the Deals module to the Training module instead of navigating to his My Request tab to do so. This step ensures that the customer receives proper guidance in using the product’s features through training sessions, enhancing their overall experience and satisfaction.
Why is connected records more suitable than a lookup relation?
One may argue that linking of modules can be achieved by a lookup relation as well. However, the key difference between a Look-up and Connected Record relationship is flexibility. Connected Records are dynamic and flexible and can link any two modules anytime, whereas Look-up relationships are not dynamic and should be configured by the admin during the CRM configuration.
Read our help article to learn how to create connected records for your modules in CRM.
Here is a quick demo video for the same:
Here is a quick demo video for the same:
We hope this new enhancement brings you as much excitement as it does to us, and that your work is simplified as you navigate through the new version of CRM. Please reach out to us in the comments below if you have questions about this enhancement.
Access your files securely from anywhere
Centralize Knowledge. Transform Learning.
All-in-one knowledge management and training platform for your employees and customers.
New to Zoho Recruit?
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Serena Woolridge
Haiku Technical Support
Rakesh Kumar
Zohoboy
Sunderjan Siddharth
Sticky Posts
Introducing Multiple Sandbox Types and Support for Module's Data Population
Register here for the upcoming Focus Group webinar on Multiple Sandbox | Help documentation to learn more about the new enhancements Hello everyone, Sandbox in CRM is a testing environment for users to create and test new configurations like workflowBlueprint enhancements - Parallel and multiple transitions, and more
Last modified on Sep 4, 2023: All Zoho CRM users can now access these enhancements. Initially, these features were available only on an early access basis and by request. However, as of August 2, 2023, they have been made available to all users in allGood news! Calendar in Zoho CRM gets a face lift
Dear Customers, We are delighted to unveil the revamped calendar UI in Zoho CRM. With a complete visual overhaul aligned with CRM for Everyone, the calendar now offers a more intuitive and flexible scheduling experience. What’s new? Distinguish activitiesVoC in Zoho CRM is now data savvy: Explore response drilldown, summary components and participation in CRM criteria
VoC has all the goods when it comes to customer intelligence—which is why we're constantly enhancing it. We recently added the following: A customer drilldown component that shows you the list of prospects and customers behind a chart's attribute ExpandedWrapping up 2025 on a high note: CRM Release Highlights of the year
Dear Customers, 2025 was an eventful year for us at Zoho CRM. We’ve had releases of all sizes and impact, and we are excited to look back, break it down, and rediscover them with you! Before we rewind—we’d like to take a minute and sincerely thank you
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Minimise chat when user navigates to new page
When the user is in an active chat (chatbot) and is provide with an internal link, when they click the link to go to the internal page the chat opens again. This is not a good user experience. They have been sent the link to read what is on the page.Zoho Projects app update: Voice notes for Tasks and Bugs module
Hello everyone! In the latest version(v3.9.37) of the Zoho Projects Android app update, we have introduced voice notes for the Tasks and Bugs module. The voice notes can be added as an attachment or can be transcribed into text. Recording and attachingzurl URL shortener Not working in Zoho social
zurl URL shortener Not working in while creating a post in Zoho socialIn the Zoho CRM Module I have TRN Field I should contain 15 digit Number , If it Contain less than 15 digit Then show Alert message on save of the button , If it not contain any number not want to sh
Hi In the Zoho CRM Module I have TRN Field I should contain 15 digit Number , If it Contain less than 15 digit Then show Alert message on save of the button , If it not contain any number not want to show alert. How We can achive in Zoho CRm Using customZoho Bookings know-how: A hands-on workshop series
Hello! We’re conducting a hands-on workshop series to help simplify appointment scheduling for your business with Zoho Bookings. We’ll be covering various functionalities and showing how you can leverage them for your business across five different sessions.Custom report
Hello Everyone I hope everything is fine. I've tried to To change the layout of the reports, especially the summary page report, and I want to divide summary of each section in the survey but I can't For example: I have a survey containing five differentZoho Journey - ZOHO MARKETING AUTOMATION
I’ve encountered an issue while working with a journey in Zoho Marketing Automation. After creating the journey, I wanted to edit the "Match Criteria" settings. Unfortunately: The criteria section appears to be locked and not editable. I’m also unableCustom Fields in PDF outputs
I created a couple of custom fields. e.g Country of Origin and HS Tariff Code. I need these to appear on a clone of a sales order PDF template but on on the standard PDF template. When I select "appear on PDFs' it appears on both but when I don't selectHow to create a Service Agreement with Quarterly Estimate
Hello, I'm not sure if this has been asked before so please don't get mad at me for asking. We're an NDIS provider in Australia so we need to draft a Service Agreement for our client. With the recent changes in the NDIS we're now required to also includeZoho Social - Post Footer Templates
As a content creator I often want to include some information at the end of most posts. It would be great if there was an option to add pre-written footers, similar to the Hashtag Groups at the end of posts. For example, if there is an offer I'm runningAllow to pick color for project groups in Zoho Projects
Hi Zoho Team, It would be really helpful if users could assign colors to project groups. This would make it easier to visually distinguish groups, improve navigation, and give a clearer overview when managing multiple projects. Thanks for consideringZoho Books - Quotes to Sales Order Automation
Hi Books team, In the Quote settings there is an option to convert a Quote to an Invoice upon acceptance, but there is not feature to convert a Quote to a Sales Order (see screenshot below) For users selling products through Zoho Inventory, the workflowCan't find imported leads
Hi There I have imported leads into the CRM via a .xls document, and the import is showing up as having been successful, however - when I try and locate the leads in the CRM system, I cannot find them. 1. There are no filters applied 2. They are notCustom Button Disappearing in mobile view | Zoho CRM Canvas
I'm working in Zoho CRM Canvas to create a custom view for our sales team. One of the features I'm adding is a custom button that opens the leads address in another tab. I've had no issue with this in the desktop view, but in the mobile view the buttonThe connected workflow is a great idea just needs Projects Integrations
I just discovered the connected workflows in CRM and its a Great Idea i wish it was integrated with Zoho Projects I will explain our use case I am already trying to do something like connected workflow with zoho flow Our requirement was to Create a TaskZoho Projects MCP Feedback
I've started using the MCP connector with Zoho Projects, and the features that exist really do work quite well - I feel this is going to be a major update to the Zoho Ecosystem. In projects a major missing feature is the ability to manage, (especiallyemail template
How do I create and save an email templateEnhancements in Portal User Group creation flow
Hello everyone, Before introducing new Portal features, here are some changes to the UI of Portals page to improve the user experience. Some tabs and options have been repositioned so that users can better access the functionalities of the feature. FromAlways display images from this sender – Is this feature available?
In Zoho mail, I had my "Load external images" setting set to "Ask me", and that's fine. That's the setting I prefer. What's not fine though is I always need to tick "Display now" for each email I get, regardless if I've done that multiple times from severalZoho Notebook Sync problem
I'm facing a problem with syncing of notebook on android app. It's not syncing. Sometimes it syncs after a day or two. I created some notes on web notebook but it's not syncing on mobile app. Please help!!!!Cant Save Gauge on Creator Page
How to Save Gauge on Creator Page see movie https://vimeo.com/1116410860?share=copy#t=0Apply Advance option not shown in report
We are facing an issue in Zoho Expenses. While approving an Expense Report, the "Apply Advance" option is not appearing under the three dots (More Options). Details: Module: Expense Reports Issue: "Apply Advance" option not visible Status of Report: AwaitingAuto Capitalize First Letter of Words
Hi I am completely new to ZOHO and am trying to build a database. How can i make it when a address is entered into a form field like this: main st it automatically changes is to show: Main St Thank YouFollow-up emails via Workflow Automation not staying in the same thread
Dear Zoho Support Team, I am currently using Workflow Automation in Zoho Campaigns to send follow-up emails. In my test case, I noticed the following behavior: All emails in the automation have the same subject line. If the follow-up email is sent withinClient Script refuses to set an initial value in Subform field
I tried a very simple, 1 line client script to set a default value in a custom subform field when the "Add Row" button is clicked and the user is entering data. It does not work - can someone tell me why? ZDK documentation suggests this should be doable.Help Center IFrame Issue
I have had a working Help Center on my website using an iframe for a while. But now for some reason the sign in page gets a refused to connect error. Can someone please help. If I go to the url manually it works correcltyComment Templates
Is it possible to add a template option for comments? We have some agents in the process who's responses require a pre-formatted layout. It would be incredibly handy to have a template for them where they can insert the template and then add their responsesShared values: From classroom lessons to teaching moments in customer service
While the world observes Teachers’ Day on October 5, in India, we celebrate a month earlier, on September 5, to mark the birth anniversary of Dr. Sarvepalli Radhakrishnan, a great teacher, renowned scholar, educationist, and advocate for empowerment.Create a list of customers who participated in specific Zoho Backstage events and send them an email via Zoho CRM
How to create a list of customers who participated in specific Zoho Backstage events and send them an email via Zoho CRM? I was able to do a view in CRM based on customer that registered to an event, but I don't seems to be able to include the filterZoho Desk blank page
1. Click Access zoho desk on https://www.zoho.com/desk/ 2. It redirects to https://desk.zoho.com/agent?action=CreatePortal and the page is blank. Edge browser Version 131.0.2903.112 (Official build) (arm64) on MacOSI hate the new user UI with the bar on the left
How can I reverse this?Question regarding import of previous deals...
Good afternoon, I'm working on importing some older deal records from an external sheet into the CRM; however, when I manually click "Add New Deal" and enter the pertinent information, the deal isn't appearing when I look at the "Deals" bar on the account'sClient Script also planned for Zoho Desk?
Hello there, I modified something in Zoho CRM the other day and was amazed at the possibilities offered by the "Client Script" feature in conjunction with the ZDK. You can lock any fields on the screen, edit them, you can react to various events (fieldOne person/cell phone to manage multiple accounts
Hi. I have a personal Free account to keep my own domain/emails. Now I need to create a Business account to my company's own domain, but I have only one mobile phone number I use to everything. How do I do to manage this? Can I manage a Free domain andTracking KPIs, Goals etc in People
How are Zoho People users tracking employee targets in People? For example, my marketing assistant has a target of "Collect 10 new customer testimonials every month". I want to record attainment for this target on a monthly basis, then add it to theirZoho Desk: Ticket Owner Agents vs Teams
Hi Zoho, We would like to explore the possibility of hiding the ‘Agents’ section within the Ticket Owner dropdown, so that we can fully utilise the ‘Teams’ dropdown when assigning tickets. This request comes from the fact that only certain agents andCan not Use Attachment Button on Android Widget
this always pops up when I touch the attach button on android widget. going to settings, there is no storage permission to be enabled. if I open the app, and access the attach feature there, I can access my storage and upload normally.Announcing new features in Trident for Mac (1.24.0)
Hello everyone! Trident for macOS (v.1.24.0) is here with interesting features and thoughtful enhancements to redefine the way you plan and manage your calendar events. Here's a quick look at what's new. Create calendar events from emails. In additionMass Mail Statistics - Number of unsent emails
How do I find out which emails were not sent?Est-il possible d'annuler l'envoi d'un mail automatique ?
Bonjour, Lorsque je refuse un candidat, il reçois un mail dans les 24h pour l'informer que sa candidature n'est pas retenue. J'ai rejeté un candidat par erreur. Savez-vous s'il possible d'annuler l'envoi de ce mail ? Merci d'avance pour votre aide.Next Page