How to use Zoho CRM's knowledge base
Stuck and want to help yourself? You're in the right place!
Welcome!
You can use Zoho CRM's official knowledge base to find quick answers when you're stuck or exploring features. This document itself is one such article in the Zoho CRM knowledge base!
In this article, you'll find:
You can use Zoho CRM's official knowledge base to find quick answers when you're stuck or exploring features. This document itself is one such article in the Zoho CRM knowledge base!
In this article, you'll find:
- A quick tour of the knowledge base
- Guidance on how to access knowledge base content
- Links to other resources
Essentials
This knowledge base is powered by Zoho Desk. Its contents are organized into articles, which are themselves organized into folders.
Here's a quick tour of the knowledge base:
Structure
For your convenience, we've organized the content into the following folders:
- Getting Started: Get up and running with the CRM so you can start seeing value quickly.
- Organization Settings: Learn how to configuring company-wide settings so everything aligns with your structure.
- Security Controls: Protect data and manage access so you can ensure compliance and trust.
- Customize CRM Account: Tailor the CRM to your workflow so it fits how you do business.
- Data Administration: Learn how to move large amounts of data (migration, import, export, backup), as well as how to use the sandbox feature, which is useful for testing out configurations and copying other customized CRM setups.
- Connect with Customers: Learn how to engage with customers across channels so you can build strong relationships.
- Automate Business Processes: Automate repetitive work and scale efficiently.
- CPQ: Use features that help you streamline quotes and pricing so you can close deals faster and more accurately.
- Experience Center: Create personalized journeys so your customers have better experiences.
- Process Management: Define and control processes so your teams stay aligned and productive.
- Manage CRM Data: Learn how to manage and deduplicate records, handle attachments, and more.
- Analytics and Dashboards: Set up reports and dashboards to derive insights for managers, leaders, and users.
- Sales Force Automation: Orient yourself with the most important modules in Zoho CRM: Leads, Contacts, Deals, Accounts, Forecasts, and Activities.
- Collaborate and Increase Team Productivity: Coordinate with others so you can work better together.
- Marketing Automation Tools: Run targeted campaigns so you can attract and convert more leads.
- Zia - Artificial Intelligence: Leverage Zia, Zoho CRM's AI-powered assistant, to enhance productivity and decision-making for sales teams.
- Manage Inventory: Learn how to manage quotes, sales orders, purchase orders, products, and other entities in Zoho CRM.
- Customer Support: Track customer issues and manage solutions.
- CRM Mobile App: Learn how to sell on the go with Zoho CRM's mobile app.
- Integrations: Connect your CRM to other Zoho, Microsoft, or Google apps in your tech stack.
- Extensions: Learn about the extensions available in the CRM marketplace.
- FAQs: Find quick answers so you can solve issues without delay.
- Troubleshooting: Fix problems fast so you can get back to work.
- SalesInbox: Learn more about managing your emails in alignment with your sales activities.
- Using Zoho CRM for Everyone (New!): Get multiple teams working in a coordinated fashion on a single platform.
How do I access knowledge base content?
There are multiple ways; let's look at some of them:
Within Zoho CRM
- If you get stuck while configuring a feature, please use the in-product help option to open related knowledge base content. These options may be represented by different icons, but you can usually find them on the upper right side of your screen.
- Additionally, you'll find helpful "Learn more" links in your product. Clicking these will take you to KB articles.
- Use Ask Zia to get assistance as well. Please note that the "help" option here is a new feature and it may not perform as expected.
- Quickly navigate to the Zoho CRM KB via the profile icon.
Outside Zoho CRM
- If you know exactly what you're looking for, you can use a search engine like Google. Please check the URL to see if the content is from the official Zoho CRM KB. The URL will start with help.zoho.com.
- Within the KB, you can use the search bar to find help articles.
- If you use AI chatbots, you can access our KB content there as well. As you may be aware, AI hallucination is an issue with this approach, so it's helpful to include explicit instructions to the bot that tell it to search online for answers (or something along those lines), so that it performs an actual web search to find actual content. We recommend navigating to the official KB content wherever possible.
Tips
- We recommend bookmarking the Zoho CRM KB in your browser. You can check this wiki page for instructions specific to your browser: How to bookmark a website in any browser. This helps you quickly access the KB and browse through the articles when you're not certain about your search term.
- You can also follow an article or folder using the Follow button available on the right side.
This means you'll receive email notifications when:
1) A new article is added.
2) An article is modified or updated.
Contacting support
Sometimes, you may need a bit of support to sort out an issue in Zoho CRM. In this case, you can use the in-product chat option to contact Zoho Support, which is available in the bottom-right corner of the screen.
You can also contact support by clicking your profile icon and selecting one of the options available under the "Need help?" button.
If you're in the KB, you can submit a ticket by clicking the Add Request button at the top right.
You can find other means of contacting support here: Help center.
Have a feature request or an idea?
You'll have to be signed into your Zoho account to submit an idea.
You can browse through existing requests here: Zoho CRM Community Ideas. If you'd like to add one, click the Add Topic button in the top-right corner and set the topic type as Idea. Fill in the other details and post it.
We hope you found this page useful. You don't have to remember all of the options mentioned here; you can always refer to this page in the future when needed.
We hope you enjoy using the KB to learn more about Zoho CRM!
If you have suggestions for improving the knowledge base, please send us an email at crm-useredu@zohocorp.com.
Other resources
Use our developer docs to extend Zoho CRM.
Support
Submit a support request.
Join the CRM community to connect with and learn from peers.
Learn about our support plans.
View release notes to stay in the loop about newly added features and enhancements.
Check the status of Zoho apps, including Zoho CRM.
Looking for training and certification? Check out Zoho Spark.
Join a live webinar to get an overview of Zoho CRM.
You're already using our help documentation.
Contact Concierge (for free!) to learn how you can use Zoho apps (including CRM) to help your business.
Need help with implementation?
Connecting with one of our partners can help you drive better business outcomes.
Jumpstart is a paid service that helps you configure Zoho CRM and get started.
If you're a mid-sized to large business looking for end-to-end implementation, you can connect with Zoho Enterprise Business Solutions (EBS).
Other resources
Learn about our policies with respect to various kinds of legal compliance.
Learn how we offer our customers security: Security Whitepaper.
View our stance on privacy: Privacy Commitment.
Read about our perspective on building businesses that prioritize people over profits: The Long Game.
Check out our ebooks about various sales-related topics.
Learn about the terminology used in Zoho CRM in our glossary.
Access your files securely from anywhere
Zoho CRM Training Programs
Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.
Zoho DataPrep Personalized Demo
If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.
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