FAQs on Customizations

FAQs on Customizations

1. Can I associate a Deal with Contacts in Zoho CRM without creating an account?

Yes, you can associate deals with contacts without creating an account in Zoho CRM.


If your organization deals directly with customers in a B2C scenario, the best way to associate deals without an account is to disable the Accounts module in your CRM account, since accounts represent companies that you do business with, and this does not apply for B2C.
To disable the Accounts module:
  1. Go to Setup in your CRM account.
  2. Select Modules and Fields under Customization.
  3. Click Organize Modules.
  4. Uncheck the Accounts module on the Organize Modules page.
  5. Click Save.


Once the Accounts module has been disabled, the Account Name field will not appear on the Deals page when you associate a deal with a contact.




The Account Name field also won't be auto populated when converting leads to contacts.




If your organization deals with other businesses and with individual customers (both B2B and B2C), disabling the Accounts module won't work. In this case, you need to make the Company and Account Name fields non-mandatory in both the Leads and Deals modules. This will allow you to save records without filling in those fields.
To make the fields non-mandatory:
  1. Go to the Setup in your CRM account.
  2. Select Modules and Fields under Customization.
  3. Go to the Edit Layout page for the Deals module.
  4. Click on the three dots icon next to the Account Name section.
  5. Uncheck the Mark as required field.
  6. Save the layout.


If you want to be able to associate a deal with a lead as you are converting it into a contact, follow the steps above but instead of the Account Name field, mark the Company field as non-mandatory.
Don't fill in the Company name while adding a lead. When converting a lead to a contact, just check the Create a new Deal for this Contact box, fill in the details, and click Convert. You have now successfully associated a deal with a contact without creating an account.



2. When to use Lead conversion mapping and Map dependency field?

Lead conversion mapping :

Lead conversion mapping is used to map the fields in different modules, whereas map dependency field creates dependencies between two fields belonging to the same module. The main goal of lead conversion mapping is to move the data from the lead module to other modules without omitting any fields. Lead conversion mapping can also be used when there are multiple layouts. The fields in the Leads module will differ based on the type of layout chosen. However, when the leads are converted, you should ensure that they are mapped to the same layout in the contacts, accounts and deal module. To ensure this, we use Lead conversion mapping.
     Click Setup > Customization > Modules and Fields Leads (From the list of modules)
     Choose Lead conversion mapping from the module setting icon.

 For each field under lead, map the corresponding fields for contact, account and deal.
 Custom fields are mentioned with * symbol.
 Click Save. Now every time a lead is converted the fields in the lead module will map to their corresponding contact, account and deal module automatically.

Map dependency field :

If your business deals with several products, and the services that you provide changes based on the product. This adds so much data in the dropdown field, which is tedious and confusing. What if the relevant values in the service fields were populated based on the product field selected? This would make the process simple. Map dependency is used to create dependencies between two relevant fields. You can define which values should appear in the child field when a certain value is chosen in the parent field.


     Click Setup > Customization > Modules and Fields > Select the required Module.
    ➤ Choose the Map dependency field from the module setting icon.

     Choose the parent field and the child field.
     Map the parent field value with the child field value. More than one child field value can be mapped to a parent field value. Press the CTRL key while selecting multiple child field values.
     After configuration, the values that are displayed in the child fields are populated based on the parent field values.

3. What is the maximum number of contacts that can be associated with an Account for mail merge to work?

Mail merge helps you create personalized documents by creating a template that contains the variables (merge fields) which incorporate values from a record. For example, you can place a merge field in an email template to retrieve the customer's name instead of a generic term.

You can associate up to 100 contacts with an account to use mail merge.
For example, if you have 130 contacts associated with one Account record, mail merge will only work for the first 100 contacts.

4. Why am I not able to send email from the Accounts module even though there is an option to create an email template?

The Accounts module holds information about the companies you do business with. For every company, there will be one or more people you communicate with about business. You can send emails to the contacts associated with each account from CRM but not to the company itself. The email template for the Accounts module is used to send email notifications through automation workflows and blueprints, and cannot be used to send emails to the company as a whole.

5. Can I resize the product image added to the template?

Yes, you can resize the images uploaded to a template. To resize the image:

    1.  Click on the image.

    2.  Click the resize icon to increase or decrease the image size.

Note: You cannot resize product images added through merge fields (${product.product image}).

6. Why is the Grand Total field in an Inventory template not showing the values from the record?

Merge fields are used when the value for a particular field keeps changing. The Grand Total field is a system-defined field that displays data based on the value of the merge field in a record. If the value is not being successfully retrieved despite appearing in the record, ensure that the module does not have a custom field with the same name 'Grand Total'.

7. How can I change the grey background in an email template?

You can customize the interior and container of the background in email templates. To change the gray background in a template:

  1. Navigate to Settings > Modules and Customization Templates.
  2. Select the template you want to customize and click the Edit icon.
  3. Click Background under All Components.
  4. Change the background color or the background theme.

8. How do I create product serial numbers?

You can create serial numbers for products by customizing the Products module:
    1. Navigate to Setup > Customization > Products > Layout.
    2. Drag and drop the Auto-number field from the field tray onto your layout.
    3. Choose whether to set a prefix, suffix, and starting number.
Now every new record you create in that module will have an automatic serial number based on the number format you set. Select the Also update for existing records box if you want to update existing products.

9. Is it possible to limit access for users based on their departments?

Yes. Zoho CRM allows you to set permission for modules, records, layouts, and fields to determine whether users from a particular role or department can access the data or not. For example, if you want the sales department to have access to only the Leads, Accounts, Deals, and Contacts modules while the customer support team can only access the Cases and Solutions modules, you can create two profiles, Sales and Support, and give them access to the relevant modules.

To create a profile, navigate to Setup > Security Control > Profiles, click Create New Profile and enter the details.

Once you create the profiles, set the module permission:

  1. Navigate to Setup > Customization > Modules and Fields > Leads.
  2. Hover over the Leads module and select Module Permissions.
  3. Select the profiles to give access, in this case, Administrator and Sales. Follow the same steps for other modules.

You can also use layouts to manage different departments. To limit layout access:

  1. Navigate to Setup > Customization > Modules and Fields > Leads > Standard Layout.
  2. Click the gear icon and select Layout Permission.
  3. Select the profiles to give access, in this case, Administrator and Sales. Follow the same steps for other layouts.

10. How do you save a search filter in CRM?

The advanced filter allows you to extract the exact information you need from a module by defining criteria for the results to be displayed.
You can save the filter for quick use whenever you need to look for the same information.
To save a filter:
  1. Go to the desired module.
  2. Select the required module list view.
  3. Select the combination of criteria under Filter [Records] By. You can select any number of search criteria as required.
  4. Click Apply filter and then Save filter.
  5. Enter the filter name and click Save.
  6. You will now be able to find the filter under Saved Filters.

11. How do I replace the images in an email template?

If you have inserted an image in your email template and want to edit it:
  1. Navigate to Setup > Templates > Email Templates.
  2. Click the Edit icon for the template that you want to edit.
  3. Select the image that you want to replace and click the Edit icon.
  4. Choose a new image in the Image selection pop-up.
  5. Click Insert.
  6. Click Save

12. How do I combine two single line fields using a formula field?

You can use Zoho CRM formula fields to set up fields that can populate dynamically calculated data based on the values returned from other standard or custom fields. For example, you want to combine the First Name and Last Name fields in the Contacts module:

  1. Go to Setup > Customization > Modules and Fields and select the Contacts module.
  2. Click on the layout you want to use and drag and drop the formula field onto the layout editor.
  3. Enter the details as follows:Field label: Full Name
    Formula return type: String
  4. We use the 'concat' function to combine two string values. Insert the following expression: Concat(${RefContacts.First Name},' ',${RefContacts.Last Name})

13. How do I create a new tab or module?

Modules or tabs are like buckets that store data or business related information in an organized manner. In Zoho CRM, you will find modules such as Leads, Contacts, Accounts, Activities which store essential information about the interested prospects, prospects who want to do business with you, the organization they belong, and the types of sales activities your sales team engages the customers in.

These modules can be located on the top panel of your CRM account. 

In addition to the standard or system-defined modules, you can create custom modules based on the business's requirement. These modules too, will be listed on the  top panel. You can click on the three dots (more icon) to find the complete list of modules. 
To create a new tab/module:
  1. Navigate to Setup > Customization > Modules and Fields.
  2. Click New Module and enter the module name.
  3. Assign module permissions.
  4. Click Save.
  5. Click Organize Modules. You can rearrange the order modules appear in here. 

14. How can I add employee details to CRM?

If you want to add employees as users in CRM, you can do so by sending an invite to each employee. Please note that you will have to purchase the corresponding number of licences(1 license per user). a record in a separate module. Read more about how to add new users here. 

If you want to maintain a database of all employee details in CRM, you can do so by creating a Custom module. To create a custom module:
Go to Setup > Customization > Modules and Fields > Create a Module.

15. Can reports be filtered by region? For instance, can they be filtered by zip codes?

You can't filter reports based on region without entering the details inside the record, either manually or by importing them. Once these fields have been filled in the record (city, state), you can then filter your records and display them. 

16. Can I add or delete the values of the Industry field in the Leads module?

The Industry field is a standard picklist field in the Leads module. This field comes with its own set of default values which can be deleted or replaced and new values can be added.
    • Go to Setup.

    • Click Modules and Fields under Customization 

    • Click the Leads module. 

    • Go to the layout where you want to make changes.

    • Click on the more icon next to the Industry field.

    • Click Edit properties.

    • Use + or - to add or remove the default values.

    • Save the layout.

17. I use Leadpages and can't integrate LeadPages into Zoho CRM. Is there a workaround for this?

There is no direct integration with Leadpages as of now. However, Zapier offers an integration. Try the integration here. 
The MailChimp extension for Zoho CRM lets you synchronize your campaigns in MailChimp with Zoho CRM. You also have the option of a two-way sync. Learn more about installing the MailChimp extension here.

18. Can I create a new tab in Zoho CRM? For instance, I follow up with expired and For Sale By Owner (FSBO) listings and would like to maintain a database of just those people. Is this possible?

Yes, you can create a custom module for this. To do so, go to Setup > Customization > Modules and Fields >  Create New Module.
Create the specific module and add the relevant fields for the module.

19. How can we associate one contact to many accounts without duplication?

If you have many accounts associated with a common contact, for example one business owner may be part of three or four accounts. You will have to enter the owner's name four times to associate all the activities to the respective accounts. In such case to avoid duplication, you can create a custom lookup field in the Accounts module. 

20. Can we update/append data to existing leads? For example, when existing leads have further enquiries about a sale, they need to be manually distributed to the sales team. Can this be avoided?

You can generally identify duplicate records through a unique field, such as Email address or Phone number.
If you are importing leads to Zoho CRM, you can use the Overwrite option to append the values to the existing leads. 

21. How do I transfer an attachment from one module to another when using a custom convert button function?

You can transfer an attachment from one module to another using the Upload and Download File API. Learn more about the Upload and Download File APIs here. 

22. I converted a lead to an account. However, the data from Leads did not get transferred to the Accounts module. How can I ensure a seamless transition of data from the Leads to the Accounts module?

You can go to the Accounts module and create fields with the same field type. For instance, if you want to map the currency field from the Leads to the Accounts module, you can create a currency field in the Accounts module and save the layout.
Once you've done this, follow these steps for lead conversion mapping:
  • Go to Setup > Customization > Modules and Fields.
  • Click on the three dots next to Leads and select Lead Conversion Mapping.
  • Map the currency field that you created in the Accounts module to the one in Leads.
  • Click Save.

23. How can I segregate leads based on the stages they are in?

You can create Custom List Views to segregate leads based on the lead status field.

24. Is it possible to set up data sharing rules based on certain conditions in the fields within a module? I would like to set up a condition based on the country field and apply certain sharing rules when the country is Canada, for instance. Is this possible?

You can apply Territory Management to the Accounts, Contacts and Deals modules and set up these dynamic data sharing rules.

25. How can I customize Zoho CRM for many different services?

Use conditional layouts to customize Zoho CRM for many different services. For example, if you have an automobile service centre which offers different kinds of service such as general service, paid service, monthly service or free service, there are different sets of conditions for each type of service. According to the service that the customer selects, you can define the fields that need to be displayed.

26. If I deactivate a layout, what happens to the records that already belong to that layout and associated workflow rules?

When you deactivate a layout, you will be prompted to transfer the existing records associated to the layout to one of the other layouts in the module. As for workflow rules, they do not get deleted. However, when you remove a layout, the records will no longer meet the criteria for the layout so the actions do not get executed.

27. If I delete a field from one layout, will it be deleted from another layout where it is used as well?

No. If you delete a field from one layout, it will be pushed to the Unused Fields section for that layout. It will not be deleted from another layout. You can bring a removed field back to the layout from the Unused Fields section.

28. Can I map the fields of one layout with the corresponding layouts of another module?

Yes, if you have created multiple layouts for a module, you can enable the conversion of leads across layouts of modules. Let's say, for instance, that you have created a layout called Mobile Service in the Leads module. All the fields of Mobile Service from the Leads module can be mapped with the Mobile Service layout of Contacts, Accounts and Deals based on your requirements. 

29. If a record has been created and the layout not been made available to the record owner, can he still access and edit the record?

Yes. Even if a layout of the record is not available to the owner of the record, he/she can access and edit the record.

30. What if the layout is changed for a record assigned to a sales rep? Can the user continue to access it even though he/she does not have access to the new layout?

Yes. The owner of a record can continue to access and edit a record even if the layout of the record has been changed.

31. Can I access page layouts from the mobile app?

No. Page layouts are currently not available for the Zoho CRM mobile app.

32. Are the field permissions layout-specific?

No. The field permissions are not layout-specific. If you change the field permissions of a field in one layout, these permissions apply for the field in other layouts of the module as well.

33. Are the picklist field values specific to profiles?

The picklist field values accessible to a user depend on the layout permission for the user. For example, if a module has 3 layouts with 5 different values each for a picklist field and a user has access only to two layouts, he/she will have access only to 10 picklist values.

34. How can I re-use the pick list values of a field from one layout to another?

If you want to re-use the values of a pick-list field that were deleted from any layout (even the layout where you want to add the value), follow these steps:

  1. Go to Setup > Customization > Modules and Fields, and choose the Module.
  2.  Select the desired layout (eg., Layout B) and click Edit Layout.
  3. Click Edit Properties on the required picklist field.
  4. Click Add Options in Bulk > From Unused Values.
  5. In the Unused values window, check the required field and click Add

35. What will happen to the records if a layout is deleted?

When you attempt to delete a layout, you will be prompted to transfer the records of that layout to another existing layout. 

Once you've deleted that layout, the records will be transferred to the layout that you have chosen.

36. I am not able to create a new layout. Why?

These are the reasons why you may not be able to create a new layout:

  • You are not in the Enterprise Edition of Zoho CRM.
  • You do not have the Customize Zoho CRM permission.

37. If I change a field's properties in one layout, does it get reflected in another layout? Where it is used?

No. If you change the field properties of a field in one layout, the changes are effective for that layout only.

38. Can a profile have multiple page layouts?

Yes, a profile can have access to more than one layout - however there can be only one default layout for a profile. 

To manage layout assignment

  1. Go to Settings > Setup > Modules and Fields > Layout.
  2. Click the Layout Assignment button.
  3. In the Layout Assignment popup, assign layouts to each profile and select the default profile for each layout.

For example, here, the profile Sales managers has access to 3 layouts, but only one layout can be set as the default layout for the profile - in this case, Mobile Sales. 

This means that the users under the Sales managers profile can access all the three layouts but if they create records using the CRM mobile app, the records will be pushed to the Mobile Sales layout by default.

39. When a layout is cloned, are the fields of the layout also cloned?

Yes. When you clone a layout, all the fields and sections along with the field and section properties are cloned to the new layout. You can edit the new layout to make the desired changes.

40. Can I have different set of options for the Stage /pick list field in different layouts?

Yes, you can.

41. Can I set different set of mandatory fields in different layouts?

Yes, you can.

42. How will records created via APIs be associated to different layouts?

Records that are created via APIs will be associated to the default layout specified for that module.

43. How can I associate records created via webforms to a layout?

While creating the webform, you will have an option to choose the default layout to which records created via webforms should be assigned. All records created via webforms will then be assigned to the chosen layout here.

44. How can I associate records to layouts on import?

To associate records to layouts on import:

  1. Go to the desired module.
  2. Click Import > Import [records].
  3. In the Import Records screen, select the import file and select a value for Layout field.
  4. Click Next and proceed to execute map fields and import the records.

45. What happens to a module's existing records when I create page layouts for the first time?

When you create a page layout for the first time, your existing records will be assigned to the Standard layout of the respective module.

46. I want to generate a lead status report to view leads that have remained in a particular stage for a certain number of days. Is this possible?

Blueprint in Zoho CRM is a process automation feature, which helps you streamline your sales process. Using Blueprint Reports you can see exactly how long a record has remained in a particular state.   

In addition to this, if you wish to generate a new report to see all leads that have remained in a particular state for a certain number of days, following is a simple alternative that employs workflow rules. 

To generate a report to see all leads that have remained in a particular state for a certain period - example 20 days or more. 

First, create a custom field of the Date type in the Leads module. Name it "Status Last Modified". This will store the date when the lead's status was last modified. 

Then create a workflow rule to automatically update the Status Last Modified field to the date when Lead Status is changed. The Lead Status report can then be generated using the Status Last Modified field.

Follow the steps below to create the above-mentioned workflow rule: 
  1. In the new workflow rule page, under When, choose Record action, select Field Update and pick the Lead Status field. 
  2. Under Which, choose All records. 
  3. Associate an Instant Action to this rule: Field Update. 
    Make the update as Status Last Modified = Execution Day 

Now, the Status Last Modified field will automatically be updated to the date when you modify the Lead Status field. Using this field, you can generate a report with the criteria "Status Last Modified >= 20" 

When you run this report, say Idle Leads Report, you will see all leads that have stayed in a particular state for more than 20 days. 

It may appear that Status Last Modified is similar to the Last Modified Date of a record. However, the difference is, when Last Modified Date includes any change made to the record - Status Last Modified will refer only to the date when the Lead Status was updated. 

We hope that this list of frequently asked questions about Customization are informative. If you still have questions that haven't been addressed, please let us know here. We will be happy to discuss them with our subject matter experts and add them in the future. And please don't forget to share your rating below!

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