Zia Record Summary
Overview
In the fast-paced world of customer relationship management, time is of the essence. Yet, gathering a comprehensive understanding of a single customer or deal often requires navigating through multiple sections, sifting through activity logs, related lists, and detailed information tabs.
This is where the Record Summary feature in Zoho CRM comes into the picture. It's designed to bridge this gap by offering a consolidated view of critical record data—empowering users to make quick, informed decisions without the need for extensive navigation.
Imagine this scenario: A sales manager, Priya, receives a last-minute escalation call from her director about a high-value deal that's stuck in the pipeline. She needs to quickly understand the deal's history, the associated contacts, recent activities, and any pending actions. However, navigating through multiple tabs in the CRM consumes valuable time and risks missing crucial details during the discussion.
With the Record Summary feature, Priya can access all the essential details—deal progress, associated tasks, key metrics, and recent communications—compiled in a single view. This allows her to address concerns confidently and provide accurate updates in real time.
This feature is not just about convenience; it’s about creating efficiency, ensuring critical information is at users' fingertips when they need it most. Whether it’s a sales representative preparing for a customer meeting, a reporting manager analyzing team performance, or an executive aligning strategies, the Record Summary delivers actionable insights tailored to each role's unique needs.
Key highlights
The Record Summary feature aims to:
- Centralize information: Provide users with a quick, all-in-one view of key data for any record.
- Streamline workflows: Eliminate the need for multiple clicks and page navigation, saving time and effort.
- Enhance decision-making: Enable users to make better decisions by presenting critical data points in an organized and intuitive format.
By addressing the diverse needs of users—from individual contributors to senior decision-makers—the Record Summary feature transforms how organizations interact with their CRM data, fostering productivity and improving outcomes.
Availability
Permission Required
Users with Record Summary permission under Zia enabled in their profiles can generate and access summaries.
- Available for all organizations in the Enterprise or above editions in the US and EU DCs.
- For EU DC Record Summary feature is available for English only usage.
Insights provided by Record Summary
Record Summary is designed to cater to a wide range of user needs, empowering individuals across different roles to access tailored, actionable insights. These summaries are generated through system-defined prompts tailored to each module, ensuring you receive the most relevant and actionable insights.
Here’s what you can expect from the summaries for key modules:
Sales modules
Accounts
Contacts
Leads
Deals
Accounts
The system provides a detailed overview of the account. You can:
- View key account details such as industry, size, and location.
- Identify important contacts and their recent activities, including meetings and calls.
- Access historical data on previous purchases, trends in account activity, and engagement levels.
- Track total revenue generated by the account and its contribution to your overall sales.
Contacts
For contact records summary, you can:
- Get a detailed overview of a contact’s role, contact details, and recent interactions.
- Understand their decision-making power and influence within their organization.
- Understand their preferences, recent interactions, and preferred communication channels or timings.
Leads
From the lead summary highlights, you can:
- Get a highlight on the lead qualification details, such as potential value and recent updates or activities.
- Understand the lead’s origin (e.g., referral, marketing campaign).
- Evaluate how well the lead source performs in generating qualified leads, i.e. the lead source’s effectiveness and conversion probability.
- Focus on leads most likely to convert, optimizing your time and effort.
Deals
You can:
- Monitor the sales stage, value, and key decision-makers.
- Review milestones, next steps, and competitive analysis.
- Assess risks with mitigation strategies and pipeline metrics, such as cumulative opportunity value and engagement scores.
Custom modules
For custom modules, the summary provides a generalized overview based on the fields and data available in the module. This ensures that every module benefits from a streamlined and efficient summary experience.
Generate a summary
Generating a summary in Zoho CRM is straightforward and user-friendly. If you have the required permissions, you’ll see the Generate Summary icon in the top band of the record detail page. When you click Generate Summary, the system processes the data, and once ready, the button changes to Show Summary. Once you click Show Summary, the summary will be shown in a pop-up.
The summary pop-up includes:
- Key content related to the record.
- The time it was created.
- Feedback options to rate the summary.
If you wish to update the summary based on new data, click the Regenerate button in the summary pop-up. This will generate the latest summary.
Notes:
- Summaries can be generated for records that:
- Are part of a module.
- They are locked or in an approval/review process, as the summary generation process doesn’t involve editing data.
- Summaries cannot be generated for records in:
- Draft states (e.g., jobs created from webforms).
- States where the record is incomplete or pending finalization.
Daily limit
Each user is allowed to generate up to 100 summaries per day.
Consumption Policy
The following rules determine how summary generations count toward the daily limit:
- Same user, same record, with changes in information
If a user generates a summary for the same record multiple times and there are changes to the information, each summary counts toward the limit.
Example: User A generates a summary at 9 AM and again at 2 PM after logging new interactions. This consumes 2 out of their 100 daily summaries. - Same user, same record, without changes in information
If a user generates a summary for the same record multiple times within a day without changes, the system should ideally count this as one generation to avoid excessive consumption.
Example: User A generates a summary at 9 AM and again at 10 AM with no new data; this consumes only 1 summary. - Different users, same record
When multiple users generate summaries for the same record, each generation counts separately toward their respective limits.
Example: User A generates a summary for Record X, and User B generates one for the same record. Each user consumes 1 summary from their respective 100 daily limit.
Tip: Use the Regenerate option judiciously to regenerate summaries only when new data has been added to the record.
Feedback and iteration
To ensure continuous improvement and alignment with your needs, the Record Summary feature includes a direct feedback mechanism for every summary generated by Zia.
This system enables you to:
- Share your response:
You can mark your feedback as either positive or negative, depending on the relevance and quality of the summary provided. - Provide detailed insights:
For negative feedback, you can specify: - What was wrong with the response: Options include factual errors, unclear or confusing content, irrelevant information, or missing context.
- Areas for improvement: Highlight aspects such as accuracy, clarity, completeness, or conciseness.
- Comment section:
Add specific comments to elaborate on your feedback, helping Zia better understand your expectations and refine its summaries over time.
By leveraging this feedback loop, Zia continuously learns and evolves to provide summaries that are more accurate, relevant, and tailored to your business needs.
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