Every complex deal eventually hits something the rep can't answer alone:

• Security wants a questionnaire filled in.

• Legal has returned redlines.

• The customer needs a delivery date nobody has committed to yet, and so on.

The response is the same almost everywhere.

The rep opens a chat group, pulls in the two or three people who can help, and types out the background so everyone knows what they're looking at. The reason is that an answer that takes three days by email takes an hour in a chat group with the right people in it.

The part nobody has solved is the work-around-work for creating the chat group and sharing context. The group gets made, the people get added, and the context gets retyped every single time, and the sales rep does all of it.

Let's look at how we can offload this work-around-work and rethink this process with Kiosk Studio.

The work without Kiosk Studio

Let's make the drudgery concrete.

Watch the work being done from the moment she knows that a blocker should be raised. We'll count the clicks, screen changes, and typing required from start to finish. Skip ahead to the end to get the final count and time taken.

It took 3.5 minutes for an experienced rep who knows their way around CRM and Cliq. We've cut the typing time out, so you can expect the real time of execution to be much higher.

Where was the rep needed

Look at the parts that needed the rep specifically::

• Deciding this was a security matter rather than a commercial one.

• Describing what Northgate asked for.

• Describing what's stopping us from answering.

• Knowing that a member of the security team should own this.

• Knowing that other members need to be looped in for this blocker.

That's the job. It draws on her knowledge of the customer, the conversation, and the company.

Everything else was drudgery that wasted her time and attention

• She created a deal blocker record manually.

• She remembered the particular members who handle this kind of blocker.

• She created the chat group, named it, added the members she'd remembered, and shared context about the deal and the blocker.

• She had to share records to people with the right level of access.

• She carried data between CRM and Cliq. Most of it was already in the deal blocker record.

• She had to remember the sequence in which she had to do all of this.

The gap Kiosk Studio closes

Most processes live in two places. Part sits in the software, as records and fields and buttons. The rest sits in the heads of the people who run it: which order, which module, who to tell, what to copy across.

The half in the software is reliable. The half in people's heads varies by person, by day, and by how much else is happening.

A kiosk is the whole process in one place. It's like a small application built for one job. It knows the sequence, so nobody has to remember it. It fetches what it needs, so nobody carries data between screens. It makes the updates and sends the messages at the end, so nothing depends on someone still having the energy to finish.

Showing it works better than describing it.

The same work, executed differently

You could not only see the difference, but feel it:

• One screen change, when she opened the deal.

• Twenty-two clicks, each one obvious and close to the last.

• Two pieces of typing: what Northgate asked for, and what's stopping us.

• Forty-five seconds to complete, from start to finish.

We produced the same output. A blocker record. A Cliq group with the right people in it. A message carrying the full context. The blocker record shared. The deal shared. A task on the owner with a deadline.

The sales rep's judgment remains the same. She still decides it's a security matter, still describes the problem in her own words, still chooses who to involve, and who owns it. The kiosk removed the carrying, the remembering, and the finishing.

With this kiosk, a new rep can answer the same questions the experienced one does. The list of people is already filtered to those who handle that kind of blocker, so knowing who to pull in stops being something they have to learn. Their first escalation produces the same six outcomes as the tenth.

Time to value stops depending on how much of the process someone has memorized.

Building it

• Create two Connections in Developer Space, one for Zoho Cliq and one for Zoho CRM. We are adding these because we'll be using a function to create the Cliq group.

• Create a kiosk and set the Current Record to the module where you store deals.

• Add a screen in order to collect blocker type and its details.

• Add a Get Records on Users with criteria matching the blocker type chosen earlier.

• Add screens to select the people, the owner, and the access level.

• Create a confirmation screen. In our example, we've used a SlyteUI component to present the details.

• Use the create record action for the blocker record. Use values from what was entered previously and from the current deal record. We'll be using details from this new record in our upcoming steps.

• Call a function that resolves the chosen people to their Cliq accounts, creates the group, posts the context as a card, and shares both records.

• Use the add task option to create one for the owner. Again, we use the values we've collected so far in the kiosk.

Publish it on the deal record. A blocker gets discovered when someone reads an email or comes off a call, and the next thing they open is the deal.

Where to go next

For the components used here, the Kiosk Studio help documentation covers screens, Get Records, Decision elements, and calling functions from a flow.