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

        • Merge Join PDFs Zoho Creator

          Hi all, I have a field where users upload PDF, is it possible to join those pdfs into one with a function or something? Regards.

        • Customize the ticket ID for enhanced ticket tracking

          Hello everyone, Ticket IDs in Zoho Desk are the unique reference numbers that are assigned to tickets when they're created. Agents generally use the ticket ID to locate a particular ticket and to reference a ticket in conversations and feeds. When customers

        • Set a global default filter to All Candidates view

          Hi, Is it possible to set a global filter to the All Candidates view? As a use case would be for off-limit candidates. These are those who are off limits due to previous bad client feedback on performance/behaviour. Ideal use case would be to set these

        • Can't join canal Developers Zoho User

          Hello, I received an invitation to join this channel, but I get an error when I try to join it, and I get the same error when I go to the Zoho Cliq interface > Search for a channel. Is this because I don't have a license linked to this email address?

        • It's time to say goodbye to Zoho Recruit for me.

          Hello, I have been a Zoho Recruit user since 2013. The tool has evolved, with a better UI, new features and so on. The pricing is still a great asset too. BUT, that being said, important features are not coming fast enough. I tried to share my point of

        • Searching for content within courses

          Hello, I have been testing out Zoho One for my company have been exploring Learn. I've noticed that you cannot search for content within a course. You can only locate the title of the course. Example: Course: How to Make Your Bed Chapter: Pillows Lesson:

        • Remove "Additional Information" options from user-created tickets

          I'd like to configure customers to be able to create tickets themselves, with and without logging in. However, I don't want them to set things like the priority or due date. Is there a way to remove these options from the help center when customers create

        • Issue Loading Dynamic Table Fields in Zoho Writer

          I am experiencing an issue while configuring a repeat table in Zoho Writer. When attempting to insert a dynamic table, I receive the following error: "There was a problem loading your dynamic table fields. Please try again in a while." I have already

        • FSM Function not executing

          Good Afternoon, all I am working on a workflow function in FSM and yesterday it was working fine. Now today when I select "Save & Execute" it does nothing. I even tested it with just a info statement and it is not executing. Any help would be greatly

        • Announcing Early Access to "Zoho CRM for Everyone" — A new and exciting update to Zoho CRM

          We are delighted to announce an Early Access to Zoho CRM for Everyone— a truly democratic approach to managing a CRM, gift-wrapped in an exciting and intuitive user interface. Here, multiple teams across an organization can coordinate among each other

        • API - Inactive user

          Hi We have a complex flow set up with an API. Yesterday I needed to inactivate a user who had set up the flow and API- realised after this, then broke the connection so - re-activated the user. The flow now seems not to work when gaining information from

        • Based onthe multipick list value want to Show in the pick list field

          Based onthe multipick list value want to Show in the Single pick list field Database Region is multipick list if it contain Saudi and UAE then region pick list want to show Saudi and UAE Database Region is multipick list if it contain Saudi then region

        • CRM quotes and sub forms.

          Recently upgraded to Enterprise CRM - now some added hopes/questions * In a subform in quotes, if I add a "Percent" field, called Overage for instance. I would expect it to allow me to enter a percent like "10%" and carry the percent forward to formulas

        • Reports - Billable Hours

          Hello, I have been playing around with some of the reports features but haven't yet been able to generate a report outlining Tickets which have been closed, that have billable time entries - defined against customer accounts -  I can run a report showing all tickets closed with billable hours, but this totals everything - however we have multiple accounts (clients) who log tickets (multiple end-users per client so these are all added into their respective account)  I need a report to show the Ticket

        • Add Mileage Tab on Expenses

          Hello, the 'Add Mileage' tab is not visible. How can I enable it? I checked the settings, and my user has admin privileges. I also enabled mileage in the policy, but the 'Add Mileage' tab is still not visible. What could be the issue?

        • Currency transition

          We are using Zoho CRM in Curacao, Dutch Caribbean. Our currency is currently the ANG. Curacao will be transition ing from using the ANG (Antillean Guilder) to using the XCG currency (Caribbean Guilder) on March 31st 2025, see: https://www.mcb-bank.com/caribbean-guilder.

        • Error sending an email

          Hi, I'm trying to send an automated email (receiver is always the same) via Deluge function. It was working perfectly, but yesterday the receiver's mailbox got full and started returning this error: { "data": [ { "code": "NOT_ALLOWED", "details": { "reason":

        • [ Free Webinar] Transform your hiring process with Zoho Recruit's AI tools

          We are conducting a free webinar (on 26th November, 05:00 AM IST - 06:00 AM IST) designed to help you make the most of Zoho Recruit’s AI capabilities and give you a sneak peek into our future roadmap. Why Attend? In this session, you will: Discover how

        • Email signature duplicate

          Hi, For a few weeks, opening the email writer would show an error. After clicking ok, the signature would change slighty (font size, I believe). After that it worked fine, so we thought nothing of it. However, now it no longer shows the error puts the

        • Getting Started All Zoho Desk APIs require these two mandatory fields in the header.

          Hey, according to API Dokumentation, All Zoho Desk APIs require these two mandatory fields in the header. Authorization - Authentication request token orgId -ID of the organization to access. All API endpoints except /organizations mandatorily require

        • ZOHO Work Drive Back Up

          I am looking for a ZOHO Work Drive backup solution. Something that is cloud based. There's lots of these kinds of options for Google Drive and other providers, but I have not seen anything for WorkDrive. Any suggestions?

        • Export PDF File Name

          Is it possible to change the default Zoho .pdf naming scheme for inventory items like quotations? Would like to use the the Subject as the default quote name. Is this possible?

        • Facing issue in getting data through api calls

          I have send data of users and want to get the data oof users but facing issue with one field for that I want help

        • Kaizen #126 - Circuits in Zoho CRM - Part 1

          Hello everyone! Welcome back to another week of Kaizen! Today, we will discuss an exciting topic—Circuits in Zoho CRM. For starters, we will discuss what Circuits are, how beneficial they are for businesses, different views of a Circuit, and the different

        • Google Ads Data is Publicly available in Zoho CRM

          We recently discovered that ALL of the following Google Ads fields are visible to all users in our CRM that have access to either Leads or Contacts modules. Not only is this troubling and inconvenient, it should be unacceptable. It also creates a mess

        • Campaigns workflow emails going to Spam

          Hi Everyone, Does anyone have a solution for workflow emails going to recipients SPAM folders? Our domain is not on any Blacklists, We have our domain authenticated with SPF, DKIM and DMARC all set up and we still have leads who tell us they are not getting

        • Best Way to Integrate a Shared Sales Inbox with Zoho CRM

          I’m setting up a shared email inbox (e.g., sales@mycompany.com) for our sales team and want to integrate it with Zoho CRM Leads and Deals so that multiple team members can collaborate efficiently. Since Zoho CRM doesn’t support IMAP for shared inboxes,

        • Add and Delete Customer Portal user via Deluge

          Using Creator to build an app involving a customer portal. I'm trying to integrate the customer portal for the first time and it is raising questions, mainly because it's new territory. Is it possible to add a new user to the customer portal via deluge? For example, if an existing user invites/refers another potential user to try our app, is there code to automate via deluge, setting up an account ready to go for them? The referral would include their email address, and a workflow would set up the

        • Unexpected Error in Reports (Pivot Chart, Pivot Table)

          Dear Zoho Support Team, I am facing an issue while creating reports (Pivot Chart, Pivot Table, etc.) in Zoho Creator. When I try to access the report, I receive an unexpected error, and an alert message saying "Undefined" appears with the loading UI.

        • Access invoice custom modules data from API

          Hi, I am using $url = "https://www.zohoapis.eu/invoice/v3/invoices"; $opts = ["http" => [method" => "GET",header" => [ "Authorization: Zoho-oauthtoken $accessToken", "X-com-zoho-invoice-organizationid: $orgId" ] ] ]; From my app to retrieve the invoices,

        • Using IMAP configuration for shared email inboxes

          Our customer service team utilizes shared email boxes to allow multiple people to view and handle incoming customer requests. For example, the customer sends an email to info@xxxx.com and multiple people can view it and handle the request. How can I configure

        • Zoho CRM and Google Sync - delete Contacts?

          If I delete a contact in Zoho CRM, will it also be deleted in Google contacts?

        • For Each (Desk Ticket) Loop

          What I need is some sort of "for each" loop functionality in Flow, this doesn't seem to be a thing, but I'm wondering if someone found some sort of workaround? Here's the whole situation: I have a Flow, which is supposed to be triggered by a custom field

        • Turn off/Disable Lead Approval

          Is there a way to disable the need to approve leads? I thought there was but I can't find any reference to it in help, etc. We don't need an approval process for incoming leads at the moment. Thanks.

        • Change colour on task lists?

          I have many task lists on my project boards, since they are all the same colour they blend in with each other. Is there a way to change the colour of these task lists in the list view?

        • Zoho Flow Doesn't Detect Desk Ticket Custom Field Change

          I have a Flow that is configured to be triggered when a custom field on a ticket changes. I also have a Schedule in Desk that runs a script that changes the custom field. When I change the custom field manually in the Desk interface, the Flow runs as

        • invokeURL to change custom field

          I have a deluge script that currently runs as a Schedule. It works exactly as intended, however I've recently been informed by Zoho that there's some mechanism in place to block changes made by a script when it runs on a schedule from being detected by

        • Email transfer to projects

          We are unable to add comment/map documents to this task. WHY DID THIS HAPPEN? The possible reasons are : 1. Email ID not confirmed. To confirm use the link http://zohosso.wiki.zoho.com/#resendconfirmation 2. You do not have permission to add comment/

        • 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

        • Este domínio já está associado a esta conta

          Fui fazer meu cadastro na zoho e quando digitei meu domínio recebi essa mensagem que meu domínio estava associado a uma conta que eu nem faço idéia de quem seja. Como que faço pra resolver isso? Atenciosamente, Anderson Souza.

        • Next Page