Extension pointers #13: Handle cases with personalized solutions using custom actions

Extension pointers #13: Handle cases with personalized solutions using custom actions

In our last post, we detailed the steps involved in creating a custom action and the workflow from the developer and end user's side. Now let's look at a working example of how we can create a custom action and implement it in a Zoho CRM account to make the end user's work simpler.
 
You are a sales representative (the end user/extension user) handling cases and their solutions in a Zoho CRM account. While cases may arrive by phone, web, or email, you must log them with basic information, such as the subject, description, and priority.
 
Issues are typically recorded in cases modules using the Subject field, which contains a brief description of the problem. You may discover an immediate solution to the issue while manually logging the cases. In those cases, you must still manually feed the solution into the Solution field. How convenient would it be if the solution for a case could be auto-populated when a case with a common issue arises? We can streamline this process by creating a custom action.
 
Note: Throughout the following example explanation, the terms "sales representative", "end user", and "extension user" can be used interchangeably, but refer to the same person. The sales representative is the end user who installs and makes use of the extension features in their Zoho CRM account. 
 
Create a custom action as part of extension development that includes a custom UI for obtaining personalized solution inputs and an action that will update the solution in the Solution field of a case. After installing the extension, the end user can simply create workflows and associate the custom action with them. 
 
Because the sales representative who installs the extension will be dealing with the cases in their Zoho CRM account, they can easily create different workflows. Each of these workflows can be assigned criteria so that when the Subject field contains specific keywords typically used by the sales representative while logging, the custom action updates the personalized solution provided as part of that workflow custom action.
 
Let's go over the steps in order to achieve this. 
  1. Create a custom user interface (widget-connected app) that allows the user to enter their personalized solution inputs. 
  2. In the Zoho Developer console, create a custom action. 
  3. Associate the custom UI to the custom action. 
  4. Define an action that performs the function of updating a case's Solution field. 
  5. Create workflows (as an end-user perspective that meets specific subject criteria (e.g., if the subject contains keywords like "widget," "not," and ''loading," then set a personalized solution in the case) and associate a custom action to them.
 
Creating a custom UI to obtain an end user's personalized solution inputs
  • Create a custom UI to retrieve the end user's personalized input for the solution field and later be updated in a case based on the workflow the user creates.
Case handling.html code snippet
 
<html>
<head>
  <link rel="stylesheet" href="../css/style.css">
  <script src="../js/lib/zsdk.min.js"></script>
  <script src="../js/custom.js"></script>
  <script src="../js/jquery-min.js"></script>
</head>
<body>
<input type="text" id="solution" placeholder="Solution..."><br>
<button type="submit" class="submit_button" onclick="Util.save()">Save</button><br>
<script>
    $(document).ready(function(){
         ZOHO.embeddedApp.init();  
       });
   </script>
</body>
</html>
 
Case handling.js code snippet
 
Util={};
Util.save=function()
{
     ZOHO.CRM.ACTION.setConfig (
     {
               Caseid: "${!Cases.Id}",
               Solution : document.getElementById("solution").value
      })
}
 
  • The above javascript code snippet will fetch the current case's ID and set it to a variable "Caseid". The end user's inputted solution through the UI is also set to a variable "Solution".
  • These values will be passed as parameters to the custom function that will be associated with the custom action in the coming section.
Creating a custom action
 
1. Create a custom action called "Casehandling" using the Create an Action button under the Custom Actions option, available in the Components section of the Zoho Developer console. 



2. Provide a name for the custom action and a description if necessary. Click Next.



3. Associate the custom UI created earlier with the custom action by specifying the html page of the widget's connected app. Click Next.



4. Then write a Deluge function to perform the desired action by clicking the Create Function button. As shown on the right hand side of the page, the values obtained in the custom UI earlier will be passed as a JSON object parameter to this Deluge function, and then the functionalities can be performed based on these inputs from the custom page.


 
Case handling Deluge function code snippet
 
caseinfo = {"ID":config.get("Caseid"),"Solution":config.get("Solution")};
response = zoho.crm.updateRecord("Cases",config.get("Caseid"),caseinfo);
  • The above Deluge code snippet uses the current case ID and the solution input by the end user through the UI to update the personalized solution to the Solution field of the case using the updateRecord deluge task. 
  • Click Save to save the custom action.
Now that the functionality is defined, the extension can be published and installed.
 
Creating workflows in Zoho CRM as an end user

1. As an end user, install the extension.
2. Now create a workflow using Setup->Automation->Workflow rules. Create workflows for two commonly arising cases so that, as an end user, you can predefine some personalized solution inputs for these common cases. This will thereby update the solution to the case when the workflow criteria is satisfied. The two sample workflows handled for this example are:
When a widget is not loading or a 404 page not found occurs in the user's Zoho CRM account.
When a connector unauthorized error occurs.
3. First, define a workflow for "Widget not loading" case by specifying the when and condition criteria.



4. Now under "instant actions," you will find the custom action installed as part of the extension. Associate the case handling custom action with this workflow.



5. Enter the personalized solution in the custom UI displayed.


 
6. Go to the Cases module. Log a case with the Subject field, satisfying the workflow criteria.



This automatically updates the Solution field with the predefined solution entered by the end user for this workflow. 



Similarly, you can create multiple workflows for different cases for which you can define predefined solutions to make the case logging process easy. 
​

 
In this way, you can use custom actions to ease the end user's work by reusing templates created for them. We hope you find this information useful. Keep following this space for more insights!
 

 SEE ALSO

Next>>

      • Recent Topics

      • Bulk create tasks - Zoho Projects API

        Hi Zoho/Community, I am trying to create multiple tasks in a single API call, is there a way we can combine multiple request bodies into one single payload? The issue I am facing is the rate limiting on the API, I wanted to create certain amount of tasks

      • Task Due dates and Reminder Date & Time

        I like to have a reminder on many tasks in Zoho Recruit. I find the process cumbersome in that each task requires the following: 1. click and select due date 2. Click the reminder box 3. Click on (Reminder) Start Date 4. Click on (Reminder )Time If one

      • Unable to Access Admin Console and Email Sending Issues

        Hello Zoho Support Team and Community, I hope this post finds you well. I am currently facing two significant issues with Zoho services: Admin Console Access Issue: Every time I try to access the Zoho Admin Console, it gets stuck on the loading screen

      • Tracking new lead response time

        Hi, I have a team of Sales Development Reps, who have a KPI of responding to a lead within 20 mins or less once it hits the system.  I seem to recall that Zoho CRM had the capability to track this in a previous version, but don't see it anywhere.   It's

      • Getting The Following Error.. 550 5.4.6 Unusual sending activity detected

        I just launched a marketing campaign and I got this error. Everything was working fine previously. This is a big launch so need to fix it asap. Can anyone help?

      • Printing on 80mm bluetooth Pos Printer

        Hello. I am trying to print receipts and invoices using my 80mm bluetooth connectivity Pos printer. I have configured the Templates to Retail so that it matches the paper width of the Pos printer. However, when I click Print in zoho, first it opens the

      • Trying to integrate gmail but google keeps blocking Zoho access for integration??

        hi i am trying to integrate a gmail account so can track/access business emails this way. I have followed the instructions but after selecting my email account it gets re-routed to this message (screengrab below) Can anyone advise a way around this or

      • Which attribute in Zoho books invoice api represent branch attached to the invoice?

        Hi Zoho Team, We have done the integration with Zoho Books API. While fetching data from Invoice API we want to get branch value attached to the invoice. We could not figure out which field in "Get an Invoice" api represents branch value attribute. Thanks

      • How to Billed from two different GST Numbers

        How to Billed from two different GST Numbers. Suppose ABC & Co had GST registration in Delhi and Haryana and Zoho account is created with Delhi GST Registration number. Now i also want to issue invoice from Haryana GST Registration number. How can i proceed ?

      • How to hide Predefined views

        Hi, I would like to know how to hide: Predefined views and Recent views or some records from this list. If I'm using it form iPad I have to scroll to see User created views. Or maybe it's possibility to move User created views on the top. All the best,

      • Deleting Views

        How do you delete views? Please syd

      • Fixed Assets

        Where would I manage my fixed assets

      • Report on Assets

        Hi,  Is it possible to report purchased assets on a specific year? The Balance Sheet shows everything up to the current date, and the expense reports will not show purchased assets because they are assets not expenses. If it is not possible, then is it possible to setup an API connection with Books to extract data from to another Reporting application?

      • Purchase of Fixed Assets

        How can I record the purchase of assets using zoho books? For example, I purchased 4 laptop for 100000 $ each and paid it through my bank account. How can I record this transaction and maintain track of how much of the assets I bought?

      • Where is the Fixed Asset Register?

        I am a Zoho One user for 18 months, using invoicing and CRM and now ready to migrate my books to Zoho Books. Where do I keep the fixed asset register for the equipment that I use in my business? I have a service based business with a lot of gear and business

      • Kaizen #168 - Incremental Authorization

        Welcome to this week's post in the Kaizen series. In this post, we will discuss Incremental Authorization. What is Incremental Authorization? Incremental Authorization is an OAuth strategy that allows a client to request specific authorization scopes

      • Configure Notes Title for Blueprint Transition

        It'd be very helpful to be able to configure note titles on blueprint transitions when requiring notes. This would help tie back the history of notes to the blueprint actions. We have some approval processes in our blueprint and require notes for the

      • An update to improve email delivery | Email Authentication & Relay

        Dear Zoho Recruit Community, We hope this message finds you well. This post is to inform you about an important update regarding the authentication of all email domains in your Zoho Recruit account. Effective 31st December, 2024, emails sent using email

      • Stop adding Default ID column to xls exports

        When anything is exported to xls, Zoho adds a column with an ID.  WE DO NOT WANT THIS COLUMN.  We use an automated report to a team.  We have our own tracking number.  1. This makes the report messy, it just pushes OUR data off to the right.  2. We have

      • Zoho cases and remote work api

        How to use zoho cases listing api? When i try to hit the endpoint specified in the docs , i get the error : the page you are looking for does not exist with a 401.

      • Calendly does not show scheduled Meetings

        I use Calendly as my standard booking tool, but no matter what I am doing, Calendly shows any appointment as free (when in fact there already is an appointment in CRM Calendar or Zoho Calendar). Drives me nuts - cannot go away from Calendly due to various

      • I want the currency in my account to be Mexican pesos.

        Hello, I am a Mexican citizen and live in Ukraine. When I registered to your system, it was seen that I was from Ukraine, so the default currency is Euro. This is causing me a problem. Please change the standard currency in my account to Mexican Pes

      • Year-End Wrap: Don't rewrite - Switch to Email Templates

        As we're half-way through December, now is the perfect time to start sending out festive greetings. Whether it is to your clients or your team, it is important that every mail is tailored to the recipient and feels genuine, which allows you to make better

      • Elevating Email Security on Zoho Desk: DKIM Now Mandatory

        Hello Zoho Desk Users! It has been a wonderful journey with you on Zoho Desk. As we prepare to welcome 2025, we are strengthening our efforts to ensure a secure and seamless experience for you. To enhance email security, DKIM configuration will be mandatory

      • How to view shared mailbox in Outlook

        How to view shared mailbox in Outlook or in another software

      • Necesito el código ZB para mi cuenta

        Hice cambio de servidor y no encuentro el codigo unico de cname.

      • Privacy error

        Privacy error on Chrome for all embedded forms and reports, this is a huge issue: "Your connection is not private Attackers might be trying to steal your information from creator.zohopublic.com (for example, passwords, messages, or credit cards). NET::ERR_CERT_COMMON_NAME_INVALID"

      • Automate Backups

        This is a feature request. Consider adding an auto backup feature. Where when you turn it on, it will auto backup on the 15-day schedule. For additional consideration, allow for the export of module data via API calls. Thank you for your consideration.

      • Customise Search Bar in CRM

        Is there a way to customise this search bar in the CRM to add fields?

      • Counting downloads of a file

        Hello Could anyone help me, I would like to use a custom script to count how many times a file contained in a record has been downloaded. Is that something that is possible in Creator? Thanks Estelle

      • Is there any way to prevent emails from being sent from zoho crm without pressing email opt out?

        When I left my desk yesterday I excitedly thought I had fixed my problem, by making use of the "Inactive" field ... However after contacting the support chat, they have advised to stop emails being sent I need to update the "Email Opt Out" field - which

      • New Search Function

        Hey Team, The search function updated in our CRM about a week ago, so I assume it was an automated update across Zoho. It no longer displays leads/deals etc in Chronological order so that the most recently created or updated is the first to display which

      • New permissions for accessing emails sent via Zoho CRM

        Last modified on Nov 4, 2024: Permissions for accessing emails sent via Zoho CRM have now been extended to the IN DC. With this rollout, the feature is now available to all users across all DCs. Resources: Data sharing for emails, Configuring email compose

      • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

        so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

      • Request for Alerts on Workflow and Function Changes.

        I want to get an alert whenever a new workflow or function is added or an existing workflow or function is edited. Is there any way to do that? I need to log all changes whenever updates are made or new ones are added.

      • Transfer Amount from One Vendor to Another Vendor

        One of the vendors, who has a balance with us, has closed the business and has started a new business; Now he wants me to transfer the outstanding from the old account to the new Vendor Account. I am trying to do this using Payment Settlement a/c, But

      • How to make Branch compulsory in Zoho Books invoice?

        How I make Branches compulsory in Zoho Books invoice?

      • Regarding GST Report Issue in Zoho Books

        Hi, Right now, the very important point from my end is this Zoho Books issue. Here, you can see that we have created the invoice with the items of account sales and expenses. The journal is also correct. The profit and Loss statement is also correct.

      • Default Ship To Address on Purchase Orders cannot be different than Organization Address

        Our organization address is not where we want shipments delivered, it is just a mailing address. We would like to change the Ship To address on our PO's so that by default it is our warehouse (not the mailing address). I understand that when creating

      • Function #57: Automatically group items in invoices based on categories

        Hello everyone, and welcome back to our series! As a business expands and new product lines are launched, it becomes important to organize the items for better inventory management. The Category field in Zoho Books helps here by allowing you to add and

      • Next Page