FAQ: Kiosk Studio
General Questions:
What is Kiosk Studio in Zoho CRM?
Kiosk Studio in Zoho CRM is a no-code customization tool that helps you to create interactive, user-friendly screens for customers, vendors, and users to engage with the CRM enabling decision-based actions and quick, single-click tasks. It eliminates the need to switch between multiple tabs, as you can add screens that guide users seamlessly through processes. Updates are instantly reflected in Zoho CRM, helping your teams track visitor interests in real-time and follow up more effectively. It’s ideal for gathering information and selecting records through guided interactions and enhancing engagement.
Kiosk Studio isn't an automation tool; it requires user input to function. It's designed for user-friendly information gathering and record selection through guided screens, enhancing customer engagement.
See Also >> Kiosk Studio - An Overview
Who can use Kiosk Studio?
All the CRM users can use and manage Kiosk if either the permission to Manage Automation or Module Customization is enabled for their profile under Setup > Security Control > Profiles > {Profile type}.
By default, administrators in Zoho CRM have the permissions to set up and use Kiosk Studio. They can also make these kiosks accessible to all CRM users, facilitating broader user engagement and data interaction across the organization.
How is Kiosk Studio helpful for my business?
A practical use case for Kiosk in a business setting involves a car dealership implementing Kiosk Studio on their Zoho CRM home page, designed to streamline customer interaction right from the initial contact. The screen allows visitors to add their contact details quickly and preferences to become a lead. Simultaneously, they can book a test drive by selecting available dates and car models. This dual-functionality kiosk minimizes the steps required to engage potential customers, making the process efficient and user-friendly. It captures essential lead information and schedules appointments in one go, enhancing the customer experience and improving sales efficiency.
Why do I need Kiosk?
The Kiosk Studio in Zoho CRM simplifies data collection from end users, enhancing user experience and increasing process efficiency. It reduces the number of screens and clicks required, enabling quicker, more streamlined interactions without needing any coding. This makes it easier and more efficient for businesses to interact with their CRM system and manage customer interactions effectively.
For Example: A kiosk for sales development representatives to get their post-call actions done.
What are the different places in my CRM where I can add the kiosks I create?
You can integrate kiosks into your Zoho CRM in various locations, such as the Home page and Setup page. They can also be added as custom buttons, such as Canvas, included in the Record Detail View, or incorporated into the Blueprint or Canvas of your CRM directly from Kiosk Studio.
Is coding knowledge required to create or implement a Kiosk?
Kiosk is a no-code tool, which means you don't need any coding skills to create or implement it, unless you choose to incorporate functions as actions or custom buttons.
How can Kiosk enhance my business operations?
Here’s an effective breakdown of how Kiosk in Zoho CRM enhances business operations:
- Streamlined Data Collection: Kiosk simplifies data gathering by offering easy-to-create, interactive interfaces, eliminating the need for complex custom modules. This allows you to collect information more efficiently.
- Reduced Navigation: With Kiosk, users don’t have to navigate through multiple CRM modules. It consolidates tasks into single, user-friendly screens, making workflows smoother and more intuitive.
- Real-Time Updates: Actions taken in the kiosk are instantly updated in Zoho CRM, allowing you to follow up with potential leads promptly and make informed decisions based on real-time data.
- Seamless Integration: The seamless integration with Zoho CRM ensures that all interactions and data processes flow smoothly, enhancing overall efficiency and improving customer interaction management.
This results in quicker lead follow-ups, streamlined operations, and a more efficient data-handling process.
What are the recommended practices and common mistakes to avoid when building a kiosk?
Note: It is recommended for admins to have the structure of the Kiosk they want to create in paper before starting to configure Kiosk for your business.
When using Kiosk in Zoho CRM, follow these best practices:
- Keep Flows Simple: Design kiosk flows to be straightforward and focused on specific tasks to enhance user experience.
- Use Clear Prompts: Employ clear, descriptive prompts and instructions to guide users effectively through each step.
- Update Regularly: Continuously review and update kiosk flows to align with evolving business needs, ensuring they remain relevant and effective.
- Test Before Publishing: Always test kiosks before making them live. Be aware that actions like sending emails during testing will execute in real-time, just as they would in a live environment.
- Educate your Teams (Sales Reps): Educate your teams and the people who will be using Kiosk in their day-to-day processes about Kiosk and how it can improve their process flow. This gives them the clear understanding on how to use the Kiosk
These guidelines help maintain a high standard of interaction and functionality within your CRM system, ensuring that kiosks are both effective and efficient in meeting business objectives.
What are the different ways Kiosk Studio can be used to support various business operations?
Here are some real-life use cases for Kiosk Studio in business processes:
- Retail Store Feedback: A retail chain sets up kiosks at store exits where customers can quickly rate their shopping experience and leave comments. This real-time feedback allows the store to address issues promptly.
- Health Clinic Patient Check-In: A health clinic uses a kiosk for patient check-in, reducing wait times and streamlining the administrative process by allowing patients to update their details and schedule follow-up appointments.
- Real Estate Open House: A real estate agency uses kiosks at open houses for potential buyers to register their details and preferences. This helps agents follow up more effectively with tailored property suggestions.
- Corporate Training: A corporation integrates kiosks into their training rooms where employees can access training materials, complete quizzes, and provide immediate feedback on the sessions.
These examples illustrate how Kiosk Studio can facilitate various aspects of business operations, enhancing customer service, data collection, and overall efficiency.
Can Kiosk be placed in the Client Portal?
Yes, the Kiosk can be added as a Custom Button, which can then be incorporated into the Client Portal.
Technical questions:
What are GetRecords?
GetRecords is a feature in Kiosk Studio that helps you fetch the records from the CRM database. This function can be used within a kiosk to fetch specific data based on set criteria, such as retrieving details about leads, contacts, or other CRM entities. It is particularly useful in scenarios where you need to display or use existing information from your CRM to populate fields or guide user interactions on the kiosk screens.
When should I use GetRecords?
You can use GetRecords to fetch records by defining the criteria that match user input or pre-existing conditions. This data can then be used in subsequent screens or actions within the kiosk.
How do I use GetRecords?
While setting up a Kiosk you can use GetRecords under Screens.
- Click Add.
- Choose GetRecords.
- All GetRecords components that have been configured will be listed here. You can edit and preview them from here or create a New GetRecords.
- When configuring a new GetRecords, you can choose between the Child Module or the Parent Module.
You can then set up the conditions and specify which fields should be displayed.
What are Current Records?
CurrentRecords refers to the specific records within a module whose data can be accessed directly when the Kiosk is placed within the scope of a record, such as in the record detail view or record list view. The selected module determines the context for accessing these records, but the Kiosk itself is not restricted to a single module.
What happens to the CurrentRecord when a kiosk is accessed from outside a specific record's detail view or list view?
Kiosks can be accessed from multiple places. Two such places are record-specific:
- The record detail view page
- The module list view page (for each record)
In these cases, the kiosk can use data from that specific record (called Current record). CurrentRecord stores data from a specific CRM record when a kiosk is active within that record's detail view.
In case you access a kiosk from outside a record, the current record will be null.
When can I use CurrentRecords?
If you access Kiosk from a record detail view page or module list view page for each record, for instance, here records from the Leads module, you can use the syntax ${(Name of Kiosk).CurrentRecord.Last Name} to retrieve the last name from the lead details. When the kiosk is accessed from locations where no specific record is in focus, like the CRM homepage or a general list view, the "CurrentRecord" value will be null. This means it does not hold any data unless it's engaged directly within a record's detailed view.
What is the difference between GetRecords and CurrentRecords?
CurrentRecords:
- Scope: Refers to the specific record that is currently in focus when a kiosk is accessed.
- Context: Tied to a particular CRM record, such as when the kiosk is accessed from the Record Detail View or the Module List View for a specific record.
- Usage: You can directly reference fields from the current record using syntax like ${(Name of Kiosk).CurrentRecord.Last Name}.
- Limitation: If the kiosk is accessed from locations where no specific record is in focus (e.g., CRM homepage or a general list view), the value of CurrentRecord will be null.
GetRecords:
- Scope: Fetches multiple records from the CRM database based on defined criteria.
- Context: Independent of a specific record in focus. It allows you to pull data from the CRM module based on conditions such as matching user input or predefined criteria.
- Usage: You can use this feature to retrieve records like leads, contacts, or other entities and populate fields or guide interactions in the kiosk.
- Flexibility: Useful for scenarios where you need to display a list of records or use data unrelated to a single record in focus.
Key Differences:
Feature | CurrentRecords | GetRecords |
Context | Works with a single, focused record. | Fetches multiple records based on criteria. |
Dependency | Depends on where the kiosk is accessed (e.g., a specific record view). | Independent of the kiosk's access point. |
Null Handling | Returns null if no record is in focus. | Always retrieves records matching criteria. |
Use Case | Access specific fields of a single record. | Retrieve and display multiple records. |
What is a Merge field and Merge from module?
Merge fields are placeholders within the kiosk that dynamically pull in data from CRM records or user inputs, enabling personalized and context-specific actions. At the time of accessing a kiosk, this will be replaced with the value for that referred field.
There is also an option to directly add static data in the box where the placeholder will not prompt any dynamic value rather a prefilled value will be prompted on the screen. This is also known as merge from module.
How can I use Merge Fields?
Merge fields in Kiosk Studio allow you to dynamically reference and display data from CRM fields or user input. Here’s a step-by-step guide on how to use them:
In Screens:
- Open the screen editor in Kiosk Studio.
- Enable the Merge from Module option.
- Press # to display a list of available fields.
- Select the desired field to include in text elements, form fields, or instructions.
In Email Templates:
- Open the email editor in Kiosk Studio.
- Insert a merge field by typing ${text} and selecting the field you want to include.
- Use this to personalize the email with CRM data, user information, or other dynamic content.
Where can I use Merge fields?
Merge fields can reference the following sources:
- GetRecords' Fields: Data fetched from CRM records using the GetRecords feature.
- Previous Screen's Fields: Fields completed or interacted with on the previous kiosk screen
- Current Record's Fields: Data from the record currently in focus (e.g., if the kiosk is accessed from a specific CRM record).
- User Module Fields: Information about the user accessing the kiosk, such as their name or role.
- Organization Fields: General details about the organization.
You can Insert Merge fields in the following places:
- 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.
- Email templates: When you're creating an email template, you can use merge fields to customize your notification.
What's a Test Run feature in Kiosk?
The Test Run feature allows you to preview and validate how your Kiosk will look and function before publishing it. It helps ensure that all configurations, such as actions and workflows, are working as intended.
Note that any actions configured in the Kiosk (e.g., sending email notifications) will be executed on real-time data during the Test Run.
Note that any actions configured in the Kiosk (e.g., sending email notifications) will be executed on real-time data during the Test Run.
How do I test a Kiosk in Zoho CRM?
In the Kiosk Studio, the Test Run button lets you test the Kiosk by using a record ID to simulate its operation directly within your CRM. Be aware that this test is real-time and can activate actions such as sending emails to users or customers, if already configured.
To avoid impacting your live CRM environment, consider setting up Kiosk in Sandbox for testing purposes. This will help prevent any unintended consequences during the test phase.
What are the core components of a Kiosk?
The core components of a Kiosk in Zoho CRM are:
- Screens: The Screen presents the user with display text, fields, GetRecords from CRM, data collected from previous screens, and buttons to pick the next step.
Any data entered in the fields on a screen and the GetRecords from CRM will be available for use in subsequent screens. - Decisions: The Decision component is used to create branches in the Kiosk's flow based on GetRecords or the data collected from the previous screen fields.
Criteria is specified to decide the branch that the flow should take. When none of the criteria match, the flow takes the "Default" path.
- Actions: Actions are tasks performed by the Kiosk, such as updating a record, sending an email, or creating new CRM entries based on the data entered in the Kiosk and the decisions taken. When you create an action, you can use the screen fields data and GetRecords collected in the previous screens.
Each component plays a critical role in creating a dynamic and interactive process for users, directly integrating with CRM data to automate and streamline workflows.
How do I create a new Kiosk in Zoho CRM?
To create a kiosk in Zoho CRM, ensure the following prerequisites are met:
- User Permissions: You must have administrative privileges or the necessary permissions to access and configure Kiosk Studio within Zoho CRM.
- Module and Field Configuration: Identify the CRM modules (e.g., Leads, Contacts) and specific fields that the kiosk will interact with. Ensure these modules and fields are properly set up and customized to meet your business requirements.
- Clear Use Case Definition: Clearly define the purpose of the kiosk, such as data entry, record updates, or guided processes, to streamline its design and functionality.
- Data Structure Planning: Plan the flow carefully, outlining how the kiosk will fetch and display data using features like GetRecords and CurrentRecords, and how it will interact with CRM data. To ensure clarity, visualize the flow in advance, and if needed, sketch it out on paper before deployment. This step is highly recommended for a smoother implementation.
- Access Points Determination: Decide where the kiosk will be accessible within Zoho CRM, such as the record detail view, module list view, or the CRM home page.
Here's how you can create a Kiosk:
- Log in to Zoho CRM: Ensure you have administrative privileges to access the Kiosk Studio.
- Access Kiosk Studio: Navigate to Setup > Customization > Kiosk. This is where you will create and manage your kiosks.
- Start a New Kiosk: Click Create Kiosk to begin building a new Kiosk. This will open the Kiosk builder interface.
- Design the Kiosk:
Add Screens: These are the interfaces that users will interact with. You can customize these screens with fields from any CRM module and design them according to the specific needs of your use case. - Set Up Decisions: These are logical conditions that determine the flow of the process based on user input or CRM data.
- Configure Actions: Actions are tasks executed by the Kiosk, such as updating records, sending emails, or creating new entries in the CRM.
- Test Your Kiosk: Before deploying your Kiosk, use the Test Run feature within Kiosk Studio to ensure it functions as intended.
- Deploy: Once testing is complete and you're satisfied with the functionality, you can publish the Kiosk so it becomes available to users. You can embed the Kiosk in various parts of the CRM, such as on the home page, within module pages, or even in custom buttons, depending on your business requirements.
- Monitor and Optimize: After deployment, monitor the Kiosk’s performance and gather user feedback to make any necessary adjustments.
This process allows CRM admins to deploy powerful, custom interactive tools without needing extensive technical knowledge, making it easier to meet specific business needs and enhance user engagement within Zoho CRM.
Where can a Kiosk be integrated within Zoho CRM?
A Kiosk can be added to home pages, custom buttons, setup pages, Record detail view, Blueprint, and Canvas.
What are Decision components in a Kiosk, and how do they function?
In Zoho CRM, Decision components within a Kiosk serve as crucial elements that determine the pathway through which a Kiosk interaction progresses, based on user input or other logical conditions. These decision points function by evaluating specific criteria or conditions set during the Kiosk creation. Depending on the outcome of these conditions—whether they evaluate as true or false—the Kiosk directs the user to different screens or triggers different actions.
How Decision Points Work:
How Decision Points Work:
- Decision points evaluate conditions like a branching path, similar to IF-ELSE logic.
- Based on the evaluation, the kiosk decides the next step in the interaction.
Example:
- If a user selects "Option A", the system proceeds to Screen 1.
- If a user selects "Option B", the system redirects to Screen 2.
This design ensures a logical and personalized flow, dynamically adapting to user inputs for a more engaging and tailored experience.
Here’s how they function in detail:
- Setting Conditions: When you add a decision point in your Kiosk, you specify conditions based on the data collected in previous screens or on existing CRM data. For example, you could set a condition to check if a customer has exceeded a certain spending amount.
- Directing Flow: Based on the outcome of the condition checked at the decision point, the flow of the Kiosk can branch into different paths. This might mean showing a different screen, ending the interaction, or triggering a specific action within the CRM like updating a record or sending an email.
- Integration with CRM Data: Decision points can make use of dynamic data from CRM fields to make real-time decisions during a Kiosk session, ensuring that the user experience is both relevant and efficient.
This setup allows Kiosks to handle complex logic and provide personalized experiences to users, guiding them through a tailored process based on their interactions and the underlying CRM data. These features make Kiosks a powerful tool for automating customer interactions and internal workflows within Zoho CRM.
How do actions within a Kiosk interact with CRM data?
Actions within a Kiosk in Zoho CRM are in real time, and it interacts with CRM data through several dynamic capabilities that streamline processes and enhance user interactions. When an action is configured in a Kiosk, it can perform a variety of operations directly related to CRM records. These actions include creating new records, updating existing ones, firing webhooks, and executing custom functions. This enables the Kiosk to interact with data from all modules across the CRM, ensuring that the CRM's functionality is extended and made more accessible through the Kiosk interface.
For example, when a user completes a form on a Kiosk, the actions configured might update the user's contact information in the CRM or create a new lead. This seamless integration ensures that data flows directly from the Kiosk into the CRM without needing manual entry, thus minimizing errors and enhancing data integrity. The ability to embed these Kiosks across different parts of the CRM system, like home pages or specific module pages, also ensures that these functionalities are readily accessible to users, enhancing overall workflow efficiency.
Can Kiosks handle inputs from external sources like APIs or webhooks?
Yes, Kiosks in Zoho CRM can handle inputs from external sources like APIs or webhooks. This capability allows Kiosks to integrate seamlessly with other applications, enabling them to react to data changes or events occurring outside of Zoho CRM. For example, a webhook can trigger a Kiosk to update CRM data, initiate workflows, or perform actions based on inputs received from external sources. This integration greatly enhances the functionality of Kiosks, making them a powerful tool for automating complex business processes that rely on real-time data from multiple sources.
Is there a limit to the number of screens, actions or decisions a Kiosk can have?
You can have a total of 150 components including screens, actions, and decisions in a Kiosk.
Can the data entered in a Kiosk be audited or tracked for changes?
No, the data entered in Kiosk can not be audited or tracked.
How is user access managed in Kiosk? Can different users have different permissions?
All the CRM users can use and manage Kiosk if either the permission to Manage Automation or Module Customization is enabled for their profile under Setup > Security Control > Profiles > {Profile type}.
If a user has the appropriate permissions to access the Kiosk, they can create, edit, and delete them. There are no separate permissions for different user profiles or roles.
Are there any analytics or reports that can be generated from Kiosk interactions?
Currently, there are no analytics or reports available for Kiosk interactions. However, we are considering adding this feature in upcoming updates.
Can I perform certain actions repeatedly?
Currently, actions in the Kiosk cannot be repeated; once an action is performed, it exits from the Kiosk, and then a new action takes place. Repetitive actions are planned for future updates and will be included in upcoming releases.
Why am I un able to connect multiple paths into single path?
This feature is not currently available in Kiosk, but it is on our development roadmap and will be included in future updates.
Why am I not able to use the values created through actions in subsequent screens/actions?
As of now, you can not use the values, but this is in our roadmap and will be available in the future releases.
How can a user go back if they make a mistake while creating a Kiosk?
Users may need to correct mistakes at two stages: during configuration and during execution.
- Going Back During Configuration:
- While setting up a kiosk, users can navigate backward within the configuration process to make necessary adjustments. If further changes are required after setup, users can edit their kiosk:
- Go to Settings > Customization > Kiosk Studio.
- Select the desired kiosk from the list.
- Click on the ellipsis (⋮) and choose Edit.
- Going Back During Execution:
- Currently, it is not possible to go back during kiosk execution. However, this feature is under development and will be available soon.
It is recommended to Test Run your kiosk before publishing it. This will help you identify and resolve any errors beforehand, ensuring a smooth operation when it goes live and reducing the likelihood of any issues later.
Can I clone a Kiosk?
Currently, you cannot clone a Kiosk for deployment. However, this feature is on our development roadmap and will be available in future updates.
How is Kiosk Studio different from Blueprint, Wizards, CommandCenter, and Cadences?
The fundamental distinction lies in the Kiosk Studio's ability to construct tailored UI screens featuring custom inputs—fields not necessarily confined to your CRM—enabling data collection and visualization. In addition, it empowers you to retrieve records from any module within the CRM or external third-party services, facilitating seamless actions across the entire CRM or external third-party services.
Let’s look at a simple example to understand this better. There’s a car dealer using Zoho CRM for multiple processes involved in sales and car service.
Let's look at where Blueprint, Wizards, Kiosk Studio, CommandCenter, and Cadences will be used.
Blueprint
A blueprint can be configured when you have a mandatory compliance process that needs to be followed by the Sales Reps.
Let’s consider these following stages for a car buying process.
Lead Generation > Test Drive > Negotiation > Documentation > Payment > Delivery
The buying process of a car goes from Lead Generation or Enquiry to Vehicle inspection (Test Drive) to Negotiation of the price to confirming details and specifications in the Documentation stage and proceeding to the Payment and then to the Delivery of the vehicle.
Once a blueprint is configured for this process:
- Each stage can have mandatory fields in the During transition to collect the data to be stored in the record.
- Actions are available in the After transition to perform required actions.
The blueprint ends after the end stage (Delivery).
Using a blueprint for the car buying process helps in standardizing procedures, improving efficiency, and ensuring compliance with legal and regulatory requirements throughout the buying process.
Wizards
Wizards serve as a valuable tool by breaking down extensive forms into a sequence of screens, allowing users to input data progressively, moving to the next step until completion. A step-wise approach is less overwhelming and reduces chances of erroneous data entry, as the partially completed form can be saved as draft and submitted later.
Consider a scenario where agents need to facilitate a step-by-step car service registration process, starting from scheduling to completion. The service registration form is intelligently segmented into distinct screens, including Basic Details, Issue Description, Appointment Scheduling, Service Package Selection, and Payment. Upon successfully navigating through each step, a comprehensive record is generated.
By adopting this approach, the complexity of a lengthy form is mitigated, allowing agents to effortlessly traverse through the registration process. This ensures a seamless and error-free experience when creating or updating data-intensive records.
Wizards serve as a valuable tool by breaking down extensive forms into a sequence of screens, allowing users to input data progressively, moving to the next step until completion. A step-wise approach is less overwhelming and reduces chances of erroneous data entry, as the partially completed form can be saved as draft and submitted later.
Consider a scenario where agents need to facilitate a step-by-step car service registration process, starting from scheduling to completion. The service registration form is intelligently segmented into distinct screens, including Basic Details, Issue Description, Appointment Scheduling, Service Package Selection, and Payment. Upon successfully navigating through each step, a comprehensive record is generated.
By adopting this approach, the complexity of a lengthy form is mitigated, allowing agents to effortlessly traverse through the registration process. This ensures a seamless and error-free experience when creating or updating data-intensive records.
A Journey is a comprehensive tool designed to monitor every touchpoint of the end-to-end customer experience within a business-user relationship.
Let’s assume that a lead comes through various sources. Subsequently, a structured car buying process unfolds, guided by a blueprint to navigate through each predefined stage, as outlined earlier. Following successful sales, the journey continues with service follow-ups and the registration of any feedback or complaints.
A journey can be used to track all the touchpoints from being an unknown lead to becoming a customer to becoming an advocate of your business.
Kiosk Studio is a no-code customization tool that aims to provide easy-to-create custom UI screens that orchestrate through defined processes involving records from one or multiple modules incorporating CRM or third-party actions as required. It offers the flexibility to design personalized interfaces, enhancing user experience and efficiency to build any custom functionality without the need for coding.
Let’s consider the implementation of booking a test drive in the car buying process. Say there’s a kiosk created as Test Drive Booking.
An unknown customer calls the dealer for enquiry about the release of a new car model. The sales rep attends the call and gathers a few basic pieces of information, such as preferred model, phone number, address, preferred branch, and so on.
- The sales rep fills them in the first screen of the Test Drive Booking kiosk.
- The rep then chooses a technician from the list of available technicians(which is fetched from a module called “Technicians” and filtered based on the preferred branch of the customer).
- The technician will then be assigned a new task with the relevant information like basic information and availability of the customer. The call will then be completed.
- The customer will also be notified with the confirmation of the booking via email/SMS.
Thus, Kiosk Studio can be used to create any no-code custom functionality which is not readily available within Zoho CRM.
Cadences
It automates customer follow-up processes. It allows the users to create sequential response based communications, like emails, calls, or tasks, to a targeted set of audience. Say, you send an email. Based on the response received for the email, you want to plan the next follow-up action for a customer. This feature is ideal for sales and marketing professionals to do personalized follow-ups with leads and prospects until a desired outcome, such as lead conversion or campaign interaction, is achieved.
Yes, this is achievable in current CRM setup using a combination of Workflows, mass mail with follow-ups or auto-responders.
You can also achieve this by building a single Journey in CommandCenter.
If you are using Workflows, mass mail with follow-ups or auto-responders for this automated sequence, it would be like a work around rather than a direct solution. Say, you have a case where you send a sequence of emails for an event for leads who've taken a test drive but haven't purchased a car.
Yes, this is achievable in current CRM setup using a combination of Workflows, mass mail with follow-ups or auto-responders.
You can also achieve this by building a single Journey in CommandCenter.
If you are using Workflows, mass mail with follow-ups or auto-responders for this automated sequence, it would be like a work around rather than a direct solution. Say, you have a case where you send a sequence of emails for an event for leads who've taken a test drive but haven't purchased a car.
You stop the sequence
1. When you receive a reply to email
or
2. On the event date
The current way to achieve this
Workflow 1:
When - An email is replied
Condition - Subject is X
Action - Update the field 'Responded' to 'True'
Workflow 2:
When - On Event date
Condition - Event status is Invited
Action - Update the field 'Event date past' to 'True'
Workflow 3:
When - Event status is Invited
Condition - 'Responded' is not 'True' & 'Event date past' is not 'True'(So that whoever responded will not receive the sequence & event date is not past)
Actions - Send Email notification sequence with scheduled actions.
Instead of 3 workflows and 2 fields, you can achieve this using one Cadence.
Instead of using multiple features to achieve a solution, this will be an out-of-the-box option
What if you are using Journey Builder in CommandCenter to achieve this case. You can continue to use it.
You can compare CommandCenter and Cadences to Workflow and Assignment rules. Workflow is the parent functionality for if-this-do-that cases. Assignment rule is one such case, but as it is a primary use case in CRM, we gave it as a direct solution. But if you see Assignment rules, it is nothing but a workflow (if - record is created, do - assignment). To dig deeper into every case specific to the assignment and give it as a straightforward option, we gave it as a separate feature.
Following a response-based approach, Cadences involves conducting follow-ups with activities. However, if your journey encompasses more than just activities, involves custom actions or transitions based on factors beyond activity responses, then CommandCenter journeys are better suited than Cadences.
To do simple sequential response based follow-ups, we want to provide users with a simpler option. That's why Cadences is in picture now.
Powerful together
All these features can operate together seamlessly. We shall look into Blueprint and Kiosk Studio as an example. Let’s consider the same stages configured in the blueprint(as mentioned in the above example):
Lead Generation > Test Drive > Negotiation > Documentation > Payment > Delivery
Here, in the Test Drive stage, the aforementioned Kiosk - Test Drive Booking can be used in the During transition of the blueprint. Once the record reaches the Test Drive stage, the Test Drive Booking kiosk can be triggered and upon completion we can proceed to the next stage in blueprint - "Negotiation".
By seamlessly integrating these features, you can amplify the efficiency of your users and take your sales journey to new heights.
To learn more about Kiosk Studio, see: Kiosk Studio - an overview.
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We've started publishing a series of posts on Kiosk Studio. You can check out the second one (with a step by step demo) here! Kiosks are not only convenient for your CRM users, they are also easy to build using the no-code Kiosk Studio in Zoho CRM. ...Kiosk Studio - An overview
[Update | Kiosk Studio Session #2] We've started publishing a series of posts on Kiosk Studio. You can check out the second one (with a step by step demo) here! Kiosk Studio is a no-code customization tool in Zoho CRM. It allows admins to simplify ...FAQs: Cadences
What are Cadences? Cadences are a new tool in customer relationship management that changes the way businesses talk to their customers. It helps businesses make their marketing and sales plans better by being very precise and personal. This tool lets ...FAQs : Field Customization
How can I create a Formula number field with the 'If, Else' statement? Currently, you can't create a Formula number field with the 'If, Else' statement. You can only create a formula field using the IF condition. However, you can also achieve the If, ...FAQs: Deals
Why am I not able to enter the Expected Revenue for deals? The Expected Revenue is automatically calculated based on the Stage and Amount details that you specify for leads, accounts, deals, or any other module. Hence, you cannot enter that value in ...
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