FAQs: Documents tab (powered by WorkDrive)
Warning: This feature is being rolled out in stages. It is now available for new signups in all DCs. It will be rolled out to existing users in the future.
If you are unable to perform some action mentioned here, please check whether they are supported in the WorkDrive edition you're using.
In which Data Centre (DC) will the files in the Documents tab be stored?
Since integration can only happen between services in the same DC and the Documents tab is powered by Zoho WorkDrive, the files will be stored in the same DC as the CRM.
How secure are my files in the Documents tab?
The Documents tab is powered by Zoho WorkDrive. Zoho WorkDrive meets industry-specific compliance standards such as SOC 2 Type II and ISO 27001.
For more information related to security, please refer: WorkDrive security & Help documents related to security.
For more information related to security, please refer: WorkDrive security & Help documents related to security.
Will there be any additional costs associated with using the Documents tab?
No. There will be no additional cost associated with using the Documents tab. Your Documents tab will be using one of the following plans:
- The free Essential plan (with storage of 5 GB for the org and additional storage of 1 GB per user license)
- A paid WorkDrive plan for which you've already paid on the WorkDrive side and needn't pay extra for it in the CRM.
Depending on your needs for storage beyond what's available in the above plans, you can purchase storage add-ons.
Are there any considerations to keep in mind when using the Documents tab in trial editions (of CRM and WorkDrive)?
For CRM trial editions, the usual options (Essentials plan or paid plan) will be available.
Are there any limitations or restrictions on the types of files that can be accessed or uploaded?
- Upload limits will depend on the WorkDrive edition. Please check this page for information related to limits: Plan comparison.
- When it comes to file formats, you can upload, store, and collaborate on all type of files, including ZIP and PDFs. For information on formats that support preview or conversion, please see: Supported files in WorkDrive.
Will the CRM profile permission for accessing the Documents tab be synced with WorkDrive access?
Permissions granted in CRM for the Documents tab are independent from those in WorkDrive. Enabling or disabling the Document tab permission for a profile in CRM will not affect access in WorkDrive.
If I change a user's team folder role in the Documents tab, will it be synced with WorkDrive?
Yes. If you add or remove users to the different team folder roles (viewer, commentator, editor, organizer, or admin) in the CRM, it will be automatically reflected in the WorkDrive. The reverse is not possible.
Will I be able to add files and folders in the connected workdrive account and access them in the Documents tab?
In WorkDrive
- If you add files and folders to team folders that are associated with the Documents tab in CRM, you will be able to view and access them.
- If a team folder in WorkDrive is not associated with the Documents tab, you will not be able to access files and folders added within it.
- You will not be able to add files and folders in the attachment-related folders (My Folders > Apps > Zoho CRM).
What happens if a file or folder is updated or deleted in CRM or WorkDrive? Will it reflect in the other app?
- If a file is added, updated, or deleted in CRM or WorkDrive, it will be immediately reflected in the other app.
- Record attachments cannot be updated or deleted in WorkDrive.
Which files will not be available in the Documents tab?
The following items will not be available in the Documents tab:
- Templates
- Files added to a record via the File Upload field
- Images added to a record via the Image Upload field
- Notes attachments
- Email attachments
Will email attachments be available in the Documents tab?
Email attachments will not be available in the Documents tab.
Will I be able to add attachments to records through the Documents tab or via WorkDrive?
You will not be able to add files to the folders containing attachments (My Folders > Apps > Zoho CRM). Attachments to records can only be done via the record detail page.
What happens if a record attachment is updated or deleted in the Documents tab?
You cannot add, edit, or delete record attachments in the Documents tab or in WorkDrive. You'll only be able to view them.
What happens to the attachments in the Documents tab when a record owner is changed?
When the record owner is changed, the respective records' attachments folder will be moved to the new record owner's My Folder section in the Documents tab. The previous owner will not be able to view or access those attachments in the Documents tab.
If a record is shared with a user in CRM, will that record's attachments be accessible in the Documents tab?
No, attachments will not be accessible in the Documents tab or WorkDrive to anyone except the record owner.
However, the user (with whom the record has been shared) will be able to view, upload, and delete attachments in that record's detail page in CRM. The uploaded files will be added to the attachments folder owned by the record owner.
However, the user (with whom the record has been shared) will be able to view, upload, and delete attachments in that record's detail page in CRM. The uploaded files will be added to the attachments folder owned by the record owner.
What happens to the attachments in the Documents tab when a record owner is deactivated?
When a record owner is deactivated, the attachments in the Documents tab will be moved to the Permission denied folder. This will be present in the integrated admin's My Folders section.
What happens when a record owner's CRM role is changed?
Each user will be able to view the attachments of all records owned by them, regardless of their role. Changing the role of a record owner in CRM does not affect their access to the Documents tab. Access to team folders may vary depending on whether the team folder has been shared to that CRM role.
What happens when a record owner's permission to a module is restricted?
When a record owner's permission to a module is removed:
- Attachments of records in that module will be moved to the Permission denied folder. This will be present in the integrated admin's My Folders section.
- When the permission is restored or the record owner is changed, the attachments will be moved to the right location in that user's My Folders section.
What happens to the attachments when a record owner is deleted?
When a record owner is deleted, you can transfer that user's records to a new owner or delete without transferring the records.
- If you've transferred the records to a new owner, the attachments will be moved to the user to whom the records have been transferred. The new record owner will be able to view these attachments in their My Folders section (under Apps > Zoho CRM).
- If you've deleted the user without transferring records, those records' attachments will be moved to the Permission denied folder. This will be present in the integrated admin's My Folders section.
What happens to the attachments when a record or module is deleted?
When a record is deleted (ie. moved to the CRM's recycle bin), its attachments will be trashed in WorkDrive.
When a record is deleted permanently, its attachments will be permanently deleted in WorkDrive.
When a module is deleted, the attachments of all records in that module will be permanently deleted in WorkDrive.
When a record is deleted permanently, its attachments will be permanently deleted in WorkDrive.
When a module is deleted, the attachments of all records in that module will be permanently deleted in WorkDrive.
What happens when a record attachment is deleted in the Documents tab or in WorkDrive?
Users will not be able to add, update, or delete record attachments in the Documents tab or in WorkDrive. Such actions can only be performed in a record's detail page in CRM. They will only be able to view record attachments in the Documents tab and in WorkDrive.
What happens to the attachments in a lead's record when it is converted?
When a lead is converted into a contact, account, and deal, you have the option of choosing the module to which the attachments will be moved. Depending on whether you've chosen a contact, account, or deal, the attachments will be available in the respective folder in the My Folders (under Apps > Zoho CRM > Contacts/Accounts/Deals > Record Name > Attachments). This will be available only to that record's owner.
What happens to the attachments when a record is restored in CRM?
The attachments will be restored to the respective folders of the record owner in the Documents tab and WorkDrive.
Can I search for attachments within CRM?
You can search for attachments using the global search option in CRM.
Can I track activity, such as access, views, and downloads (within the CRM or in WorkDrive)?
- You can track activity such as access, views, and downloads for files in team folders.
- You will not be able to track the same for attachments in the My Folders section.
Can I set up notifications or alerts for changes or updates to files in Documents tab?
- You can receive notifications or alerts for changes or updates to files in Team Folders. Instructions on how to do this can be found here.
- You will not be able to receive notifications for changes or updates to attachments in the My Folders section.
How will version control be handled for files in the Documents tab?
- Version control is supported for files in team folders in the Documents tab.
- It is not supported for attachments in the My Folders section.
Will I be able to preview files in the Documents tab?
Previewing files is supported for the formats mentioned in this page: Supported files for preview.
Can I change the view of files and folders in the Documents tab?
Yes, you can. Pick the Thumbnail, List, or Compact view based on your preference.
Can I collaborate with other users directly within the CRM, such as commenting and editing?
Adding comments and editing is supported for all files except record attachments.
Can I bulk import or export files and folders in the Documents tab?
You can import files in bulk using the Upload Folder option. You can download multiple files in one go as well. Please refer: Download files in WorkDrive.
What are the backup options for files stored in the Documents tab?
Right now, we support the ManageEngine Recovery Manager Plus solution for backing up Zoho WorkDrive. Attachments in records can be backed up as part of Zoho CRM backup.
What are data recovery options for attachments and files stored in the Documents tab?
- Once deleted, attachments will be stored in the Recycle Bin in CRM for 60 days. The deleted attachments can be restored. After 60 days, they will be deleted permanently.
- Other files that are deleted in the Documents tab will be moved to Trash in My Folders or Team Folders. These files can be restored. After the time specified in your data retention policy, they will be temporarily moved to Deleted Items in Admin Console. Team admins can restore these files. Data retention policy for these items can be set as well.
Can I access the files and folders of the Documents tab using the CRM/ WorkDrive mobile or desktop apps? If yes, will offline access be available?
- The Documents tab will not be available in CRM mobile apps.
- You'll be able to access the files and folders of the Documents tab using:
WorkDrive mobile apps
WorkDrive TrueSync desktop app
WorkDrive Genie - Offline access will be available for the WorkDrive mobile apps and the TrueSync desktop app.
Can attachments, files, and folders in the Documents tab be shared with external users or collaborators who are not a part of CRM or WorkDrive team?
- You cannot share record attachments or their folders (Available at My Folders > Apps > Zoho CRM > Module Name > Record Name > Attachments) with external users.
- Files and folders present within different team folders can be shared with external users.
Can I setup workflows in CRM based on document activity?
No. Workflow rules cannot be configured in Zoho CRM for document-related activities.
How will the My Folders section in the Documents tab work for a user who is a part of multiple CRM accounts? How will the attachments be organized?
- A Zoho CRM account's Documents tab will be linked with one WorkDrive team.
- If a user is a part of multiple CRM accounts, they will be present in multiple WorkDrive teams.
- The user will be able to switch tabs in Zoho WorkDrive to access these different WorkDrive teams (and hence, access files related to that particular CRM account).
- Depending on the team chosen, the My Folders section will display attachments related to that CRM account alone.
Does the Documents tab support the use of digital signatures or electronic approvals for documents?
Yes, it is supported for files in team folders only.
Will WorkDrive templates be available in the Documents tab?
WorkDrive templates are available for documents and spreadsheets via Zoho Writer and Zoho Sheet. For now, WorkDrive mobile apps don't support templates.
What happens if there are not enough user licenses in the existing paid WorkDrive account?
All users in the CRM account will be added as users in the chosen WorkDrive team. This will happen even if there aren't enough user licenses in the WorkDrive account. In such cases, new non-CRM users cannot be added to the WorkDrive team until additional user licenses are purchased.
For example, let's say your CRM has seven users. You have five user licenses in your WorkDrive team. In this case:
For example, let's say your CRM has seven users. You have five user licenses in your WorkDrive team. In this case:
- All seven CRM users will be added as users in the WorkDrive team (having five user licenses). So, two CRM users will be present in the WorkDrive team but will not have WorkDrive user licenses.
- WorkDrive team but will not have WorkDrive user licenses.
- When you try to add a new user to the WorkDrive team, you will not be able to do so.
- You will only be able to add a new user once you've purchased additional WorkDrive user licenses for those two CRM users.
How will CRM users be mapped to the team admin or team member role in WorkDrive?
CRM admin profile users will be mapped to the 'team admin' role. Standard and custom profile users will be mapped to the 'team member' role. This will happen whenever new users are added to the CRM.
Does changing a user's profile in CRM also change their role in WorkDrive? What about the reverse?
Profile changes in CRM and role changes in WorkDrive will not have any effect in the other app.
Does adding or removing a user in CRM automatically do the same in WorkDrive? What about the reverse?
- Adding or removing a CRM user will add or remove that user from the connected WorkDrive team.
- CRM users cannot be removed from the connected WorkDrive team unless they've been removed in the CRM first.
How do I delete a team folder in the Documents tab?
You can create team folders in the Documents tab and in the WorkDrive team. But when it comes to deleting a team folder, you can only do it in WorkDrive. You will not be able to delete team folders in the Documents tab in CRM. You can only disassociate them from the Documents tab.
What happens if a user is deleted or deactivated in CRM?
- If a user is deactivated, attachments of the records owned by that user will be transferred to the Permission Denied folder that is available to the integrated admin (Under My Folders).
- If a user is deleted without transfer of records, attachments of the records owned by that user will be transferred to the Permission Denied folder that is available to the integrated admin (Under My Folders).
- If a user is deleted with records transferred to another user, the records owned by that deleted user are transferred to the other user. The attachments and other files will be transferred to this user as well (Under My Folders). Team folders with the deleted user as the admin will now have the new user added as admin.
What happens if a user is deleted or deactivated in WorkDrive?
CRM users can't be suspended or deleted in the associated WorkDrive team. They'll need to be removed from the CRM before being deleted or deactivated in WorkDrive.
Who will be able to purchase additional storage or take subscription-related actions?
CRM admins and WorkDrive admins will be able to purchase additional storage or take subscription-related actions.
What happens when you delete a user who is an admin of a team folder in the Documents tab?
CRM users can be deleted either with records transferred to another user or without transfer of records.
- If their records are transferred to a new owner, the new owner will be added as the admin of team folders where the deleted user was the admin.
- If the user is deleted without transfer, the integrated admin will be added as admin for all the team folders in which the deleted user was admin.
- This applies for other team folder roles as well.
Will I be able to track changes to user permissions?
You will be able to track changes to user permissions of a team folder. Go to the team folder whose permissions you want to track. Access the Activity tab at Manage > Team Folder Details.
Which Documents tab-related events will be logged in the Audit Log or timeline?
Events in the Documents tab will not be logged in CRM's audit log. The attachment of files to records will be logged in the record's timeline and audit log.
Can I rollback changes made to files in the Documents tab?
Version control is available for files in team folders. They are not supported for record attachments.
What should I do if I've mapped the wrong WorkDrive account to the Documents tab?
Please contact support@zohocrm.com
I have the requisite permission. Why am I unable to to access the Documents tab on the CRM mobile app?
You will not be able to access it on the mobile app as it is not supported there.
What does non-inclusive storage refer to?
In the File Storage page, the non-inclusive storage refers to files that are not included in your WorkDrive's storage plan for now. They will be included in the near future. These include:
- Templates
- Files added to a record via the File Upload field
- Images added to a record via the Image Upload field
- Notes attachments
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