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You can build kiosks to cover multiple use cases, but in the end, they are all made up of a few basic elements that are added, configured, and connected in multiple ways.

1. Screen
   
2. Decision
   
3. Action
   

Let's look at them one by one.

Screen

A screen presents the user with display text, fields, data from the CRM, data collected from previous screens, and buttons to pick the next step. Each button represents a branch in the kiosk's flow. The data entered in the fields of a screen and the data pulled in from the CRM will be available for use in subsequent screens. This is how a screen will look to CRM users:

The elements available to build a screen are:

1. Display elements
   
1. Text: As the name suggests, this is used to display text to the user. You can use this to instruct the user, warn them, give them feedback, make them aware of the importance of some fields, let them know whom to contact, and so on.
   

   

   
   

2. Queries : With query-enabled kiosks, users can access relevant data and receive automated responses. It can be used to retrieve any data into your CRM account using API or COQL including data from your third party services. They can be used in the Screen and Decision components.

1. Field prediction
   
   
2. Competitor mentions
   
   
3. Churn prediction
   
   
4. Next best experience
   
   
5. Zia score
   
   
6. Recommendation
   
   
7. Similarity recommender
   
   
8. Best time
   
   

1. Fields: These are used to collect different kinds of data from users, or to display previously collected data or data from the CRM. These fields are not CRM fields. This gives you greater flexibility when it comes to collecting and presenting data in the kiosk. The field types and their attributes are shown below:
   
   
   

   Field type	Merge from module	Mark as mandatory	Show tool tip	Read only	Others
   Single line	Yes	Yes	Yes	If Merge from module is enabled
   Multi-line	Yes	Yes	Yes	If Merge from module is enabled
   Phone	Yes	Yes	Yes	If Merge from module is enabled
   Number	Yes	Yes	Yes	If Merge from module is enabled	Maximum digits allowed
   Currency	Yes	Yes	Yes	If Merge from module is enabled	Maximum digits allowed, Number of decimal places, Rounding option
   Checkbox	Yes	Yes	Yes	Yes	Enable by Default
   Email	Yes	Yes	Yes	If Merge from module is enabled
   Date	Yes	Yes	Yes	If Merge from module is enabled
   Date/ Time	Yes	Yes	Yes	If Merge from module is enabled
   Picklist	No	Yes	Yes	No	Picklist type (local or Global set)
   Multi-Select	No	Yes	Yes	No
   User	No	Yes	Yes	No
   File Upload	No	No	Yes	No	Upload multiple files

   
   
2. Buttons: A screen contains buttons. You can choose the button label and the button style. The buttons will be displayed from right to left on the screen. Each button will create a corresponding branch in a kiosk's flow.
   

Note

1. You can add a maximum of 20 fields in a screen.
   
2. You can add a maximum of four buttons per screen.
   
3. The display elements and fields can be rearranged.
   
4. The buttons can't be rearranged.
   

Decision

A decision component is used to create branches in the kiosk's flow based on existing CRM data or the data in the previous screen fields. It is a counterpart to the buttons on screens. Both dictate the branch of the flow that is to be executed but decision components do this automatically based on data. A criteria is specified to decide the branch that the flow should take. There will always be a default path in case the criteria for the other paths are not satisfied.

Action

Actions are crucial, as they link the data in the screens with the rest of the CRM. Actions added in a branch of the kiosk will be automatically executed if the user's actions lead down that branch. When you create an action, you can make use of the data gathered in the previous screens. For example, the details entered by the user in previous screens can be used as values for a function's arguments.

The different actions available include field update, assign owner, tagging records, notifications via email, adding activities, creating records, and executing webhooks or functions.

Data in kiosks

While screens can be used to gather data from the user, the power of kiosks comes from the ability to use this data and data from the CRM. You have the following options to pull in data:

Screen field

You can display the data gathered in previous screens using the Screen Field component. This can be used whenever you want to present this data to the user for reference.

Current Record

Kiosks can be accessed from multiple places. Two such places are record-specific:

1. The record detail view page and
   
2. The module list view page (for each record).
   

In these cases, the kiosk can use data from that specific record (called Current record). In case you access a kiosk from outside a record, the current record will be null.

GetRecords

The GetRecords component is used to fetch one or more records from a CRM module. It can be created and used in screens, decisions, and actions. This component has the following kinds of output:

1. Single record output: A single record will be displayed to the user. Its field values can be used in subsequent screens, decision criteria, and actions.
   
2. Multi-record output: Multiple records will be fetched based on the criteria you've chosen.
   
1. With single selection: Though multiple records are fetched, the user will be able to select only one record. Its fields can be used everywhere that the single record output's fields are used.
   
2. With multiple selections: These allow the selection of multiple records. The selected records can be used in decision criteria or in email notification templates (In the email template builder, under Table > GetRecords).
   

Merge fields

A merge field is a reference to another field. At the time of accessing a kiosk, this will be replaced with the value for that referred field.
In kiosks, a merge field can point to:

1. GetRecords' fields (CRM record's fields)
   
2. Previous screen's field
   
3. Current record's fields
   
4. A User module field (for data related to the user who's accessing a kiosk)
   
5. Organization fields
   

They can be used in the following places:

1. Within screens: Enable Merge from module and press # to pick the field.This allows you to do things like customize your instructions (within the text display element on a screen), display CRM field data for reference, and so on.
   
2. Email templates: When you're creating an email template, you can use merge fields to customize your notification.
   

Queries

Queries in Kiosks help you capture and store data directly in Zoho CRM, enhancing customer engagement and streamlining data collection. It can be used to retrieve any data into your CRM account using API or COQL including data from your third party services.

1. Screen : Add a query to your screen to retrieve data inputted in previous screens of your Kiosk.
   
2. Decision : Add a query to your criteria component to make decisions from the data retrieved via queries in your screens. Please note that we can add queries to a criteria of a decision component only if it is retrieved in the previous screen of your Kiosk.

Add queries to your Kiosk Screen

1. Click + to add an element.
   
2. Select Screen and click ADD.
   
3. Select Get data via Queries.
   
4. Click New Query.
   
5. Select a query from the list.
     
   
6. To add a new query, click Add Query and enter the details.
   -- Source : Choose the source from where records need to be retrieved. Either from CRM-Module or CRM-COQL. You can even add your own source.
   
   -- Information : Enter the query name; the API name will automatically be filled. Select the module and related module if needed and choose the fields.
   
   -- Criteria : Enter the criteria based on which the records need to be retrieved.
   
   -- Serializer : Serializer lets you modify your response using JavaScript to use it for further processing. Enter the serializer and click Save.
   
   -- Choose to add Advanced conditions and click Next.
   
7. Once your query is selected, click Next. On the next pop-up, Edit the query name and choose the fields to be retrieved.
   
8. Enter record preferences whether to retrieve single records or multiple records.If the user wants to retrieve a single record, then choose the fields to be displayed and click Save.
   
   
9. If the user wants to fetch multiple records, then they also have to choose Identifiers. Identifiers are unique fields used to identify any data fetched from multiple records.
   For instance, if a user has fetched multiple records, we can use identifiers to identify each record/ data. i.e to find out what record is used. User has to choose unique field - It can be Lead ID or S No etc.LeadID is the Identifier to fetch Leads data. Enter a selection limit, choose the identifier, choose fields to display, and click Save. 

Add queries to your Kiosk Decision component

1. Click + to add an element.
   
2. Select Decision and click Add conditions based on.
   
   
3. Select Queries from the dropdown.
   
4. Select a Query from the drop-down, select a criteria, and click Done.
   
   

Queries Field Limits