CRM Blueprint #5: Glossaire

CRM Blueprint #5: Glossaire



Bonjour à tous, 

Voici le dernier volet de notre série sur les Blueprints : un glossaire pour comprendre tous les termes nécessaire à l'automatisation de votre process.

État : fait référence à chaque étape de votre processus. Par exemple : qualification, démonstration du produit, fermé gagné, fermé perdu

Transition : lien entre deux états dans un processus. Elle décrit les conditions requises pour qu'un enregistrement passe d'un état à un autre. 
Exemple : Dans le processus de clôture d'une transaction, la soumission de documents pourrait être une transition entre les états "Validé par le légal" et "Fermé gagné". 

Avant la transition : permet de choisir qui est responsable de l'exécution de la transition ainsi que les documents pour lesquels la transition sera applicable.

Propriétaires de la transition : Spécifiez les personnes responsables de l'exécution de cette Transition.

Critères : Indiquez les enregistrements pour lesquels la transition est applicable et bouton Transition apparaîtra pour ces enregistrements.
Exemple : Avant la transition de l'examen juridique à l'examen final, les responsables de la transition pourraient être le groupe "Équipe juridique". Le critère d'entrée dans la transition pourrait être "Démo du produit" est "Terminé".

Pendant la transition : Cette section précise les actions à effectuer pour achever la transition. Les utilisateurs peuvent être invités à ajouter des champs obligatoires, qui peuvent également être validés par le CRM. Vous pouvez ajouter des messages à lire par les commerciaux, et utiliser des champs de fusion pour afficher à l'écran des données provenant de CRM.
Exemple : Pendant une transition de l'examen juridique à la conclusion de l'affaire,

Après la transition : définissez les actions à automatiser à la fin de la transition.
Les actions qui peuvent être automatisées sont :
  • Envoyer un e-mail
  • Assigner une tâche
  • Mise à jour des champs
  • Webhooks
  • Fonctions personnalisées
Transition commune : pour qu'un état soit atteignable à partir de n'importe quel autre état du processus. Ainsi, elle apparaîtra dans tous les états du processus (ou dans les états de votre choix). La transition commune est idéale pour un état de sortie (état de sortie = étape finale d'un processus).

Exemple : Supposons que vous ayez 5 étapes dans le processus de conclusion d'une transaction.
Qualification > Recueil des besoins > Démonstration du produit > Examen juridique > Clôture Gagné/perdu
En général, l'examen juridique est un état qui ne peut être atteint qu'après la "démonstration du produit". Mais il peut arriver qu'un client soit déjà convaincu de votre produit et veuille aller de l'avant avec l'affaire. Dans ce cas, vous pouvez créer une transition appelée "Examen juridique" et en faire une transition commune. En conséquence, cette transition apparaîtra dans tous les états et pas nécessairement seulement après la démonstration du produit.

Processus actif : processus déjà utilisé. Vous pouvez choisir de modifier un processus actif si vous le souhaitez. 

Processus inactif : processus qui ne sont pas utilisés à ce moment-là. Vous pouvez modifier un processus inactif en fonction de vos besoins pour le réactiver ou le supprimer.

N'hésitez pas à nous partager vos astuces/conseils sur l'utilisation des Blueprint.

Bonne journée, 
L'équipe Zoho France

    • Sticky Posts

    • CRM - Astuce #5 : Effectuer des actions en masses

      Bonjour à tous,   Au programme du jour : éviter les répétitions grâce à la fonction "en masse". Gagnez du temps sur ces actions simples pour vous concentrez sur votre entreprise. Allez dans le module concerné et cliquer sur les : (...)   Suppression en

    • Zoho CRM - Il y a du nouveau chez les modèles d'e-mails

      Bonjour à tous,   Nous sommes ravis d'annoncer que les modèles d'email dans Zoho CRM sont désormais adaptés au design pour tous les ordinateurs et mobiles. Le responsive design désigne une méthode selon laquelle les pages sont conçues pour s'afficher

    • Nouveautés Zoho CRM : la page d'accueil et le tableau de bord actualisés !

      Bonjour à tous, Nous avons apporté quelques améliorations à la page d'accueil des utilisateurs et à l'onglet Tableau de bord, en voici un aperçu. Des composants supplémentaires dans la page d'accueil pour les nouveaux inscrits : Dans l'onglet Accueil,

    • CRM Blueprint #5: Glossaire

      Bonjour à tous,  Voici le dernier volet de notre série sur les Blueprints : un glossaire pour comprendre tous les termes nécessaire à l'automatisation de votre process. État : fait référence à chaque étape de votre processus. Par exemple : qualification,

    • CRM : Ajoutez de la couleur à vos balises CRM

      Bonjour à tous, Les tags sont des identifiants uniques qui peuvent être associés à différents enregistrements ce qui permet de rechercher, trier, catégoriser, filtrer et segmenter efficacement les enregistrements. Cette nouvelle amélioration a pour but

    • Recent Topics

    • Add Lookup Field in Tasks Module

      Hello, I have a need to add a Lookup field in addition to the ones that are already there in the Tasks module. I've seen this thread and so understand that the reason lookup fields may not be part of it is that there are already links to the tables (

    • Super Admin Logging in as another User

      How can a Super Admin login as another user. For example, I have a sales rep that is having issues with their Accounts and I want to view their Zoho Account with out having to do a GTM and sharing screens. Moderation Update (8th Aug 2025): We are working

    • Cannot find zpuid for Zoho Projects user

      I'm using the Zoho Projects v3 API to create a task. The task is created successfully, but in order to assign the task owner, the "Create a Task" API also requires the zpuid of the task owner. Unfortunately I cannot find any user-related API calls that

    • Allocating inventory to specific SO's

      Is there a way that allocate inventory to a specific sales order? For example, let's say we have 90 items in stock. Customer 1 orders 100 items. This allocates all 90 items to their order, and they have a back order for the remaining 10 items which could

    • Can Zoho Marketing Automation send OTP codes via WhatsApp during user registration?

      The flow I would like to implement is: A user signs up in the mobile app and enters their phone number. The system generates a one-time verification code (OTP). The OTP is sent to the user via WhatsApp message. The user enters the code in the app to confirm

    • Incorrect Functioning of Time Logs API (Version 3)

      We need to fetch the list of time logs for each task for our company internal usage. We are trying to achieve it by using the next endpoint: https://projects.zoho.com/api-docs#bulk-time-logs#get-all-project-time-logs Firstly, in the documentation the

    • Partial payments for retainer invoices

      When a customer does not pay the entire retainer invoice there is no way to apply a partial payment. PLEASE add this function.

    • Marking a meeting 'done'.

      I would like to somehow mark a meeting 'done' and placed under the contact's page rather than deleting it and having no record of it. Am I missing a button that does this?

    • Can I export to PDF in Zoho Learn

      I have seen help pages where export to pdf options are available but I do not see that option available from the application. I see that exprt is available in my free trial version but that is only to html pages. I need to be able to export my manuals

    • Service line items

      Hello Latha, Could you please let me know the maximum number of service line items that can be added to a single work order? Thanks, Chethiya.

    • Sending emails via Books

      Anyone else getting similar problems recently ??..... Hi, Your message to the following recipient was not delivered. Please find the details below.  Bounce Details: Bounced Address : someone@google.com Bounce Reason : other ; Status : 5.0.0 (undefined status) ; Daignostic-Code : smtp;542 someone@google.com Rejected ; Bounced Time : Sep 05, 2017 06:37 PM BST Regards, Zoho Team The email addresses were fine only a few days ago but are now being rejected ?

    • Auto-publish job openings on my Zoho Recruit Careers Website

      I have developed a script using the Zoho Recruit API that successfully inserts new jobOpening records to my Zoho Recruit website, but my goal is to auto-publish to the Careers Website. The jobOpening field data shows two possible candidates to make this

    • PDF Generator Upgrade

      Hi Team, What will happen if I don't make any changes for existing template. Zoho just ask us upgrade but haven't tell the benefit. Zoho Corporation

    • Sender Email Configuration Error.

      Hello Team, Hope you are all doing well. We are in the process of creating the Zoho FSM environment in the UAE. When we try to add the sender email address “techsupportuae@stryker.com”, we receive the error message: “Error occurred while sending mail

    • No Need To Fix Something That Is Working

      Zoho Books is a great financial tool which helps businesses to become more efficient and productive with day-to-day operations. As such, every change, upgrade, improvement needs to be carefully thought before implemented in the software and I'm sure Zoho

    • Total Cost in reports showing zero

      The image below shows my issue. The column Total Cost should show the cost to our company based on hours logged and the employee's rate. For instance, if the person working on Subtask 1 is paid 20/hr, then Total Cost should display $160 ($20x8 logged

    • Zoho Books (and other finance suite apps) - Retrospective Linking of Invoice and Sales Orders to Quotes.

      In some cases, Quotes and Invoies may be created sperately instead of using the convert feature. In this feature request I am asking for the Finance Suite team to consider adding a lookup field to reference the quote on Invoices and Sales Orders, or some

    • Bring real app analytics into Zoho Creator apps with Zoho Apptics

      We’re kicking off the year with a release we’ve been looking forward to for a long time. After being in the works for a while, Zoho Creator and Zoho Apptics are now officially integrated, bringing in-depth product analytics directly into the Zoho Creator

    • ZohoMail's outbound webhook sends incorrect folderId and messageId

      I used a webhook (outbound) from within ZohoMail to send message details when a new message arrives that meets specific criteria. I received this data correctly. Now I want to get the attachment from this email message. When I made an api call using folder

    • Use URL field to populate Image in a Email Template

      We have two records Record 1: Appointments (with a Lookup to Doctors module) Related Record 2: Doctors (with a URL field that is an image of the doctor) We would like to populate a CRM email template with the image of the URL field for the related doctor

    • Looking for Guidance on Building a Zoho Website

      I'm exploring the possibility of building a custom website with specific features using Zoho as an alternative platform. My goal is to create something similar to https://gtasandresapk.com , with the same kind of functionality and user experience. I'd

    • Ability to add VAT to Retainer Invoices

      Hello, I've had a telephone conversation a month ago with Dinesh on this topic and my request to allow for the addition of VAT on Retainer Invoices.  It's currently not possible to add VAT to Retainer Invoices and it was mutually agreed that there is absolutely no reason why there shouldn't be, especially as TAX LAW makes VAT mandatory on each invoice in Europe!   So basically, what i'm saying is that if you don't allow us to add VAT to Retainer Invoices, than the whole Retainer Invoices becomes

    • Zoho Bookings Forge: A hands-on workshop series

      Hello all! We’re hosting a five-part, hands-on workshop series to help you optimize Zoho Bookings for your business. In these sessions, we’ll cover key features, practical use cases, and clear steps to get started or improve your current setup. Here are

    • Introducing parent-child ticketing in Zoho Desk [Early access]

      Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-child

    • Update Existing Records greyed out in Free Version

      Trying to update records from an Excel sheet, and not getting the option to update. Only option is to add as new accounts. All documentation I can see says update should be an option! Accounts, Leads, Contacts, all the same.

    • Help with deluge script

      Hi Community, this is my first Deluge script. I've pieced it together from reading various articles I want to use it in a workflow to 1 Convert a lead to a contact 2. Create a record in a custom module Below is what I have got so far but it does not fire

    • Introducing Workqueue: your all-in-one view to manage daily work

      Hello all, We’re excited to introduce a major productivity boost to your CRM experience: Workqueue, a dynamic, all-in-one workspace that brings every important sales activity, approval, and follow-up right to your fingertips. What is Workqueue? Sales

    • Delete button

      Hi, The delete button were hide into the three dot button. Can I display outside? why Zoho make this update?

    • Zoho Vault CLI for Developers and Automations

      Hi everyone, If you're managing credentials in scripts, CI/CD pipelines, or automation workflows, Zoho Vault's Command Line Interface (CLI) can help you securely access and manage secrets directly from your terminal. Zoho Vault was launched in 2013 as

    • On Edit Validation Blueprint

      Hello, I have a notes field and a signature field. When the Approve button is clicked, the Signature field will appear and must be filled in. When the Reject button is clicked, the Notes field will appear and must be filled in. Question: Blueprint will

    • Server-based Appication API access for Social, Sites, Flow, Pages.

      Hello, I am trying to hook up API access for a number of apps and I have hit a wall trying to add these scopes to the API feed. We cannot find the correct way to list the scope for these Zoho apps; Social, Sites, Flow, Pages. Error on web-page comes back

    • Zoho Subscriptions -- Zoho Commerce integration

      Is there integration between Zoho Subscriptions and Zoho Commerce? I would like to create subscription plans in Zoho Subscritpions and list them for on my Zoho Commerce store.

    • Synching changes to Stripe when changes are made in Zoho Billing

      We have a situation where we have merged customers in Zoho BIlling and then found out later that the payment in Stripe was not updated and still associated with the old customer record. The card gets updated and billed, but that payment is still associated

    • How can I link Products in a Deal Subform to the Products Module

      Hello, I have a pricing subform on our Deals page and use a lookup field to associate a product with each line. I want to be able to look at a product page within the Products module and see a list of the deals connected to that product. I have this working

    • Help Center and SEO: Any Benefit to My Domain-Mapped Website Ranking?

      First of, I love the Help Center which I've just decided to integrate into my website to replace its old-fashioned FAQs. So much more to achieve there now! Lots of new benefits to the site visitors and to me in terms of organizing and delivering all the

    • Business Hours with lunch break

      Our business hours are: mon - fri 08:30 - 13:00, 15:00 - 18:30. How can I handle the lunch break? If I use 8:30 - 18:30 it obviously breaks SLA. Thanks

    • Automatically Update Ticket Status in Zoho Desk Based on Actions in Zoho Projects

      Hi Zoho Desk Team, Hope you’re doing well. We’re using the Zoho Desk–Zoho Projects integration to manage tasks related to customer tickets, and it works well for linking and tracking progress. However, there are a few important automation capabilities

    • Zoho Desktop App- Unable to Minimize/Freezes

      I'm having issues with my Zoho Mail desktop app (PC). When go on my desktop and open the app this is what happens: - Unable to minimize and close app (in the screenshot attached you can see at the top right there is no option to minimize/close) - Unable

    • Enable Free External Collaboration on Notecards in Zoho Notebook

      Hi Zoho Notebook Team, I would like to suggest a feature enhancement regarding external collaboration in Zoho Notebook. Currently, we can share notes with external users, and they are able to view the content without any issue. However, when these external

    • Zoho Commerce

      Hi, I have zoho one and use Zoho Books. I am very interested in Zoho Commerce , especially with how all is integrated but have a question. I do not want my store to show prices for customers that are not log in. Is there a way to hide the prices if not

    • Next Page