Kiosk, Zoho CRM's latest low-code tool

[6 Mar 2024] This feature has been released to all users in all DCs.

Exciting Update Alert: “Process Flows” is now “Kiosk” with a better and more accessible spot. Kiosk will be available under Setup -> Customization.

As a result, the old help doc links have been replaced with the new ones found here:

Kiosk - an overview

Elements of a kiosk

Working with kiosks

You'll need to be logged in to view these help documents.

Here's a quick overview of Kiosk:

By today (4 Jan 2024), we will be enabling this feature for all (partners and customers) who've requested it. Please contact support in case you're unable to access it.

Do check this out and let us know your feedback. We would love to hear from you!

In addition, we're hosting a webinar with Kiosk's product manager on January 17, 2024 to help you get familiar with this exciting feature. You can attend it at a time convenient to you by registering here:

https://meet.zoho.com/3m6H9k2xmg [ 3:30 AM GMT | 9 AM IST | 7:30 PM (Jan 16) PST]
https://meet.zoho.com/b0pckHASBe [ 5 PM GMT | 10:30 PM IST | 9 AM PST]

Hello folks,

The typical CRM user is a sales rep whose time is valuable. They're busy connecting with contacts and closing deals. At the same time, best practices and processes in the CRM demand that sales reps do the following:

Perform multiple clicks
Juggle multiple tabs
Search for specific records or fields
Update data in fields
Wait for page loads
And much more

The result is that CRM data is often not properly added or updated, which leads to another set of problems entirely. A poor user experience leads to poor process compliance.

Our solution

Let us present process flows: the latest addition to our set of process management tools. Process flows enable you to provide your users with a much simpler (and faster) way to follow processes and best practices. For instance, they can achieve the following:

Initiate process flows from a convenient location in the CRM.
Follow instructions as they enter data and move to the next screen.
Click a button to end a flow once they're done.

While a user is completing a process, Zoho CRM uses the gathered data to update fields in multiple modules across the tool, create new records, trigger webhooks, and execute functions. Users therefore have a pleasant experience of working with a tool built around their actual workflow, while admins and sales managers can ensure process compliance and accurate data entry into the CRM.

Creating process flows

You can create process flows using the low-code process flow builder. You can build process flows to cover multiple use cases, but in the end, all process flows are the same in that they're made up of a few basic elements: screens, decisions, and actions that are added, configured, and connected in multiple ways. Process flows are supported in CRM sandboxes so you can test them out in your sandbox before deploying them to your production environment.

Use cases

Processes with the following characteristics are well-suited for process flows:

The action requires user input and/or a user to choose the correct next step.
The process requires different screens to be shown to the user based on previous decisions and supplied data.
Gathered data is required to perform a range of actions in the CRM.
The process needs to be completed continuously.

Some obvious use cases include the following:

Call scripts for sales representatives
CRM updates that involve a handoff between account executives and customer success representatives
Record creation and modification when a contact has moved to a new company or position
Providing reps a walkthrough of how to offer discounts per company policy
Filling out an application form for new students, where new records need to be created in multiple modules

Availability
Editions: Enterprise, Ultimate
DCs: All
Release plan: [Updated on 4 Jan 2023 - Feature has been enabled for partners and customers who've requested early access]

To register for early access, please fill in this form: Kiosk in Zoho CRM - Early Access. (Previously named 'Process Flow')

In case you have any questions, do let us know in the comments section. Thanks!

Moderation update (26 Dec 2023):

We are doing a few last minute improvisations. We will start enabling early access from the New Year.

Happy New Year wishes to all!

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