1. Using the Upsert Record action while adding a new record - if a record with identical value exists in Zoho CRM, it will be updated with the new values. If not, a new record will be created in Zoho CRM. 
2. Using the Update Record integration setup - While you can use the Upsert Record action to update existing records in Zoho CRM with new values, but, if you want to let your respondents view and modify certain records in Zoho CRM using your form, you can use the Update Record option in Zoho Forms. To use the Update Record option, you must add the Zoho CRM field to your form which looks up records from the Zoho CRM modules and prefills the fetched data in the form. The respondents can edit the prefilled data in the form and submit their entry. The Update Record option replaces the existing records in Zoho CRM with the modified values. You can also send a pre-filled form to a list of contacts in your Zoho CRM and update their responses in Zoho CRM.

Update Record Setup

Using the Upsert Record action

1. In your form builder, navigate to the Integrations tab and click Zoho CRM from the left menu. Click Integrate.
   
2. Select the required Zoho CRM Module and Layout to which you want to push your form data and map all the mandatory Zoho CRM fields to the corresponding Zoho Forms fields.
   
3. If you have Subform in your Zoho CRM, then map the Zoho CRM Subform fields with the corresponding Subform fields in Zoho Forms.
4. Once all the fields are mapped, you can select the Upsert Record option under Actions and save the integration. Learn more about the Upsert Record action.
   

1. Add and configure the Zoho CRM field in your form.
   

2. Navigate to the Integrations tab and click Zoho CRM.
   

3. Click Update Record.
   

   You will see Update Record only after you have added the Zoho CRM field to your form.
   The Module, Layout, and Lookup Selection selected while configuring the Zoho CRM Field in your form will be auto populated.

4. Map the Zoho CRM fields that you wish to update with the corresponding Zoho Forms fields.
   
   
   
   

5. If you have a Subform in Zoho CRM, map the Subform fields that you wish to update with the corresponding Subform fields in Zoho Forms.
   
   
   
   
   
   

6. While integrating your form with a module, you can configure a Lookup filter to look for existing fields in Zoho CRM that match the response of a form field under Lookup Mapping.
   Note: Lookup Mapping section is available only when you have added the Lookup Field in Zoho CRM.

7. You can select the Actions to be triggered in Zoho CRM each time an entry is updated in Zoho CRM via Update Record option.
   

8. Click Integrate to save your settings.

Update Preference

If you have a Subform in Zoho CRM, you can update it by using either Append or Overwrite option. The following action will take place when a Subform is prefilled using Zoho CRM field.

Prefilled Subform data from Zoho CRM to Zoho Forms

Overwrite

Using Overwrite to update your prefilled Subform data has the following consequences in Zoho CRM 

Updating existing row

Editing a prefilled row in Zoho Forms will result in updating the corresponding row in Zoho CRM.

Adding a new row

Adding a new row in Zoho Form Subform will create and append a new row to Zoho CRM Subform.

Deleting a row

Deleting a prefilled row in Zoho Form will remove the corresponding row from Zoho CRM.

Append

Using Append to update your prefilled Subform data has the following consequences in Zoho CRM.

Updating existing row

Editing a prefilled row in Zoho Forms will result in updating the corresponding row in Zoho CRM.

Adding a new row

Adding a new row in Zoho Form Subform will create and append a new row to Zoho CRM Subform.

Deleting a row

Deleting a prefilled row in Zoho Form will not remove the corresponding row from Zoho CRM.

Updating Subform data in CRM without prefill

If you wish to update subform data in CRM without pre-populating it to your form (i.e, without configuring Subform mapping in the form builder), you can choose between two Update Preferences: Append or Overwrite.

Append: Choosing Append will add new Subform rows to the existing rows in Zoho CRM.
Overwrite: Choosing Overwrite will replace the existing Subform rows in Zoho CRM with the data submitted through Zoho Forms Subform.

Distribute prefilled forms from Zoho CRM     

Automation & Process Management
This option triggers your Workflow Rules, Blueprint, CommandCenter, and Approval Processes in Zoho CRM while updating an existing record via Zoho Forms.

Note: Reviewing processes are not supported while updating records.

Attachment & Signature
This option sends attached files and signatures from Zoho Forms to your Zoho CRM account while updating an existing record in Zoho CRM. The following attachments can be pushed from Zoho Forms to Zoho CRM:

1. Signatures
   
2. File upload/ Image Upload field attachments
   
3. Merged documents (only the documents sent via email notifications can be pushed to Zoho CRM)
4. PDF of form submissions
   You can choose to push the Default Template, Custom Template(s), PDFs sent in form submission workflows, and PDFs sent in approval process as attachments to Zoho CRM.

• If you choose PDFs in form submission workflows, the PDF template sent to the respondent after submitting the form (for example, the PDF downloaded from the Thank You page, or any PDF sent via email notification) will be pushed to Zoho CRM as an attachment. 
  

• If you choose PDFs in approval process, the PDF template sent to the respondent along with the Final Approval Email will be pushed to Zoho CRM as an attachment.