Advanced factors for multiple scoring rules: Now with Zia scoring automations for all modules

Advanced factors for multiple scoring rules: Now with Zia scoring automations for all modules

Greetings all,

We're happy to offer improved scoring features by adding extra scoring factors, including Zia Scores, in our multiple scoring rules (MSR) feature. These new factors—which empower existing traditional scoring factors—include criteria for different communication channels, and thus enable businesses to delve deeper into customer behavioral insights. This update introduces the ability to capture VoC data through Zia and assign scores based on sentiment, intent, competitor mentions, and more.

Additionally, we're rolling out a major enhancement to Zia Scores: Now, Zia Scores are merged with other scoring rules and can be used to set automation triggers across all modules.

What's new?

  • Scoring Rules under Automation now includes Manual score and Zia Score. This new user experience keeps both the standard score and Zia Scores under the same roof so you can handle all scoring factors easily.

  • Using manual scores, businesses assess prospects according to scoring rules that consider behavior, demographics, and other key details. Previously, we offered a much more limited number of scoring rule factors and conditions. Now, we've extended the number of channels, factors, and operators available in order to make scores more robust. On the scoring configuration page, you can only define rules for features and integrations that are enabled.

  • Zia Scores now include a variety of scoring types, such as health scores, engagement scores, follow-up scores, field attribute scores, and conversion scores. This flexibility enables businesses to tailor the scoring mechanisms to align with their processes better, enhancing decision-making and outcome prediction.

This feature extends the power of Zia's AI-driven insights across all modules and improves Zoho CRM's adaptability to diverse business needs. 

Manual Scores

Let's look at the enhancements to manual scores in detail:
  1. The MSR feature now includes VoC Insights as a separate channel, which provides users with a deeper understanding of each record's interactions by setting conditions and points based on VoC.

  2. To a few channels—like surveys, emails, help desk, phone, and social media—we've added AI factors like sentiments, emotions, intents, and insights, all captured through VoC. This overcomes the previous limitation of traditional CRM metrics lacking VoC data.

  3. Scoring rules provide additional operator options, such as setting criteria for specific time frames, checking number values, and more. For instance, you can add 10 points specifically for those who attended calls in the last 20 days.

    Operators determine how rules should operate for the points being added or subtracted.

  4. We've combined factors listed under Email and Email Insights into one channel—Email—to avoid confusion.

Please refer to the table below for the consolidated list of the new factors against their respective channels: 

Channel

New Factors

Business message

Incoming message

Sales IQ

Each SalesIQ chat missed

Calls

Each call made

Call attended

Call unattended

Call received
Call missed

Call duration

Call sentiment
Call intent

Call emotion

Call keyword

Desk

New ticket

New rating

Ticket escalated

New comment

New response

Ticket overdue

Mention

Sentiment

Intent

Keyword

Email

Total emails received

Competitor mentions

Competitor mention count

Keyword

Sentiment

Intent

Emotion

Survey

Sentiment

Intent

Keyword

VoC Insights

Record sentiment

Record intent
Record keyword

Competitor mention

Competitor mention count

Churn out

Deal Insights (VoC)

Closed won

Closed lost



Notes
Notes: 
  • You can only set scoring rules for features whose integrations are enabled, except for Calls and VoC Insights.
  • Any new record that meets the scoring criteria will not be affected by scoring rules that are no longer active.
  • When a signal is disabled in a scoring rule, any data or insights related to that specific signal will no longer contribute to the scoring calculation.
  • The scoring system continually resets scores for records based on each customer's most recent activity and engagement. This ensures that the record's score is up to date and reflects the latest customer interactions.
  • If the rule configuration includes duration-based factors like "IN LAST 15 days," old records will be automatically updated by default.

Info

Availability

DC: All DCs

Note:
  • VoC dashboards are accessible to Enterprise, Ultimate, CRM Plus, and Zoho One organizations with 15+ user licenses. Early access is also open to EU, AU, IN, and US DC registered organizations. Accordingly, VoC insights are available only to these organizations.
  • Zia Call Intelligence is accessible only to users in the US, EU, IN, CA, and SA DCs. Accordingly, scoring factors that depend on Call Intelligence are only available to these DCs.
Edition: Enterprise | Ultimate
Release plan: This enhancement to manual scoring rules is released to all DCs.
That's everything about Manual Scores under Scoring Rules.

Zia Scores

Let's look at the enhancements to Zia Scores under Scoring Rules in detail.

Zia Scores, which was previously located under System Recommendations, is shifting to Scoring Rules. We've introduced the field "Type," where you can choose to set either manual or Zia Scores while creating a rule.











Types of Zia Scores



























Zia Scores are classified into five types:

  • Field attribute score: This record score is automatically calculated based on the selected module's fields and the data in the record. It assesses the relevance, completeness, and accuracy of the data presented in those categories.
  • Conversion score: For modules that have customer journey-based use cases (like Leads or Deals), the customer's conversion score is created by taking information from all the chosen related modules' data.
  • Engagement score: Engagement scores use data from selected and related modules: Calls, Emails, and Meetings. Determining a customer's engagement score involves considering the level of interest the customer has, as sourced from incoming signals.
  • Follow-up score: A salesperson's follow-up score assesses the timeliness, relevance, and impact of their follow-up communications or activities.
  • Health score: Health scores for a customer's relationship with a business are for modules that don't depend on the record's definitive journey. Every touchpoint is taken into consideration, whether it's products purchased, deals made, communications made, tickets raised, or campaigns launched. It also considers customer engagement and user follow-up interactions.

Training data

Training data enables Zia to identify meaningful patterns by comparing ideal and non-ideal records and assigning scores accordingly. It's important to establish criteria for these conditions (training data) for the records. Training data is a mandatory requirement to generate conversion and field attribute scores.

Limitations

  • Zia Scores will not automatically apply to old (already existing) records. It applies to any existing record only when the record is edited after enabling Zia Scores.
  • In manual scoring rules, a pop-up appears asking if the rule should apply to only new records or old records as well. For Zia Scores, by default, the rule applies to all new records added from the day after creating the rule.
  • In the Enterprise edition, the limit is five scoring rules per CRM account.
  • In the Ultimate edition, the limit is 10 scoring rules per CRM account.

Availability

DC: All DCs
Editions: Enterprise | Zoho One | Ultimate | CRM Plus
Release plan: This enhancement is released to all customers of all DCs. (Updated on 30th, July 2025)

That's everything about the enhancements to Zia Scores. Feel free to share your questions and suggestions as comments. 

Help resources

Regards,
Fiona

    • Recent Topics

    • Way to update CRM records in quik view

      I have custom module in zoho crm and that module have 500 records. I want a quick way or UI so that user can easily update the record information in quick view without going to record detail view or edit view. I tried zoho sheet option but in zoho sheet

    • Getting Permission denied to access this portal.

      We have one user that can't login to projects even though access has been granted. This user can login to accounts.zoho.com but when login to https://projects.zoho.com/portals.do we get this error: Unauthorized login to this portal Permission denied to access this portal. Check your portal URL again. Sometimes we also get "server too busy". We have tried killing sessions (in accounts.zoho.com) and we have deleted cookies; and tried different computers and still the same problem. All others use can

    • Marketing Tip #1: Optimize item titles for SEO

      Your item title is the first thing both Google and shoppers notice. Instead of a generic “Leather Bag,” go for something detailed like “Handcrafted Leather Laptop Bag – Durable & Stylish.” This helps your items rank better in search results and instantly

    • Does Zoho Docs have a Line Number function ?

      Hi, when collaborating with coding tasks, I need an online real time share document that shows line numbers. Does Zoho's docs offer this feature ? If yes, how can I show them ? Regards, Frank

    • Ticket Status Colors

      Can i change the colors of Ticket Status in the admin panel? Or even change the background of the entire cell of a Critical ticket? This way its easy for my agents to see a urgent ticket when it comes in. Right now everything is black text. Here Right

    • Template usage

      Hi, We are using some templates as a response to customer questions. Is it possible to analyze the usage of these templates? We want to know if the use of our templates has increased over time

    • Setting Default Views for Custom, List and Detail Views

      Hey, Is it possible to set a default custom view, list view and detail view for a module for every user? We are onboarding a lot of non technical people that struggle with these things. Setting the views as default would really help. Btw: also setting

    • Custom function return type

      Hi, How do I create a custom deluge function in Zoho CRM that returns a string? e.g. Setup->Workflow->Custom Functions->Configure->Write own During create or edit of the function I don't see a way to change the default 'void' to anything else. Adding

    • Filter Based API request in Zoho Books using POSTMAN

      How do I GET only specified CONTACTS based on created time or modified time in Zoho Books using POSTMAN. In the api documentation, it is written we can apply filters but I need a sample request.

    • URL validation

      We use an internal intranet site which has a short DNS name which Zoho CRM will not accept.   When attempting to update the field it says "Please enter a valid URL". The URL I am trying to set is http://intranet/pm/ Our intranet is not currently setup with a full DNS name and given the amount of links using the shortname probably isn't a feasible change for us.

    • Sync Lookup Fields from Zoho CRM

      HI Team, I have synced a lookup field from my CRM data to Campaigns. When I view the synced data the field appears to display a Zoho CRM record ID rather than the text value. Is it possible to get the sync to import the text value rather than the CRM

    • Has anyone been experiencing slow issues?

      Dear all, I just want to ask if anyone has been experiencing slow issues with Zoho Creator in the past two weeks? I worked with the ISP to improve network quality by changing routes and upgrading bandwidth, but nothing changed. I am in Vietnam.

    • Zoho Projects Roadshows 2025 - USA

      Dear Users, After an amazing response to our roadshows in 2024, we are excited to be back for the second year in a row! Join our team of experts as they walk you through the most-used features in Zoho Projects, explore powerful automation capabilities,

    • Billing Management: #6 Usage Billing in SaaS

      Imagine a customer shuffling across multiple subscriptions, a streaming service, a music app, cloud storage, and a design tool. Each one charges a flat monthly fee, regardless of how much or how little they use. Some months, the customer barely opens

    • Send Automated WhatsApp Messages and Leverage the Improved WhatsApp Templates

      Greetings, I hope all of you are doing well. We're excited to announce a major upgrade to Bigin's WhatsApp integration that brings more flexibility, interactivity, and automation to your customer messaging. WhatsApp message automation You can now use

    • Directly Edit, Filter, and Sort Subforms on the Details Page

      Hello everyone, As you know, subforms allow you to associate multiple line items with a single record, greatly enhancing your data organization. For example, a sales order subform neatly lists all products, their quantities, amounts, and other relevant

    • GST Slabs Redefined: Stay Compliant Using Zoho Books!

      Hello Everyone! The Government of India is rolling out new GST rates, a major reform aimed at simplifying the current tax structure starting 22 September 2025. GST will move from four slabs (5%, 12%, 18%, 28%) to two main slabs (5% and 18%), plus a special

    • Allow syncing Activities from other applications

      Marketing Automation could be a much more powerful platform if you were able to sync activities into the platform (e.g. purchase, donation, etc) outside of a user doing something on your website. I'd love it if you could sync Custom CRM Modules as activities,

    • Create static subforms in Zoho CRM: streamline data entry with pre-defined values

      Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next couple

    • Zoho CRM IP Addresses to Whitelist

      We were told to whitelist IP addresses from Zoho CRM.  (CRM, not Zoho Mail.) What is the current list of IP Addresses to whitelist for outbound mail? Is there a website where these IP addresses are published and updated?  Everything I could find is over

    • Global Sets for Multi-Select pick lists

      When is this feature coming to Zoho CRM? It would be very useful now we have got used to having it for the normal pick lists.

    • Introducing Profile Summary: Faster Candidate Insights with Zia

      We’re excited to launch Profile Summary, a powerful new feature in Zoho Recruit that transforms how you review candidate profiles. What used to take minutes of resume scanning can now be assessed in seconds—thanks to Zia. A Quick Example Say you’re hiring

    • Integración Books para cumplir la ley Crea y Crece y Ley Antifraude (VeriFactu)

      Hola: En principio, en julio de 2025, entra en vigor la ley Crea y Crece y Ley Antifraude (VeriFactu). ¿Sabéis si Zoho va a cumplir con la ley para cumplir con la facturación electrónica conectada a Hacienda? Gracias

    • Ask the Experts #1

      Hello everyone! It’s time to transform how you manage projects. Define the processes. Automate the tasks. Streamline the workflows. Let us dive into automation in Zoho Projects — from configuring workflows and custom functions to building triggers, using

    • Option to Customize Career Site URL Without “/jobs/Careers”

      Dear Zoho Recruit Team, I hope you are doing well. We would like to request an enhancement to the Career Site URL structure in Zoho Recruit. In the old version of the career site, our URL was simply: 👉 https://jobs.domain.com However, after moving to

    • How to overcome Zoho Deluge's time limit?

      I have built a function according to the following scheme: pages = {1,2,3,4,5,6,7,8,9,10}; for each page in pages { entriesPerPage = zoho.crm.getRecords("Accounts",page,200); for each entry in entriesPerPage { … } } Unfortunately, we have too many entries

    • Zoho Sheet - Printing - Page Breaks and Printing Customization

      I think the title is descriptive enough in that I cannot find help documentation on a simple task of adding in page brakes for separating pages on print. Thanks

    • Checking if Creator has Change History

      Like zForms - whenever an entry was updated there's an option to attached change history to email notif. Trigger -> Successful form submission

    • Zoho Sheet - Desktop App or Offline

      Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.

    • Zoho sites header

      Good day, Im stuck with this situation. I choose a template for my website creation. I have tweaked every instance of the visual editor, regarding the header, I have created created customize fonts presets... I have followed every single step. and my

    • Your bot just got smarter: AI-Powered routing that reads between the lines

      What if your bot could tell the difference? Between a visitor who just needs a quick answer, someone actively comparing options, and a frustrated customer one click away from leaving? Most bots can't. They deliver the same response to everyone, missing

    • Recurring Supervisor Rule Reminders for Open/In-Progress Tickets

      Hello Zoho Support Team, I would like to suggest a potential improvement regarding reminders for tickets and activities in Zoho Desk. Currently, it is possible to set reminders only once. In the Supervisor Rules section, it is possible to configure reminders

    • Round robin

      Hi, I'm trying to set up a round robin to automatically distribute tickets between agents in my team but only those tickets that are not otherwise distributed by other workflows or direct assignments. Is that possible and if so which criteria should I

    • Kaizen #152 - Client Script Support for the new Canvas Record Forms

      Hello everyone! Have you ever wanted to trigger actions on click of a canvas button, icon, or text mandatory forms in Create/Edit and Clone Pages? Have you ever wanted to control how elements behave on the new Canvas Record Forms? This can be achieved

    • Unable to create embed code for resource of workdrive using API

      Hello Team, I am trying to create embed code for a resource using workdrive api in powershell, however facing some issues with injecting data in body. Followed Doc: https://workdrive.zoho.com/apidocs/v1/filefoldersharing/shareeveryone Please help, below

    • how to use validation rules in subform

      Is it possible to use validation rules for subforms? I tried the following code: entityMap = crmAPIRequest.toMap().get("record"); sum = 0; direct_billing = entityMap.get("direct_billing_details"); response = Map(); for each i in direct_billing { if(i.get("type")

    • Adding contact role to a specific deal js sdk malfunctioning

      i was trying to add the contact role to a specific deal contact but repeatedly i am getting this error: { "code": "SUCCESS", "details": { "statusMessage": { "code": "INVALID_DATA", "details": { "expected_data_type": "jsonobject" }, "message": "body",

    • WIDGET in related record list ZOHO CRM; how to get and put data to subform custom fields?

      he need: Read and write two custom subform line-item fields on Quotes: Segment_wyceny (picklist/text) and W_pakiecie (number). Write works; read does not return these fields via SDK. Environment Zoho CRM Widget Zoho Embedded App SDK v1.2 Module: Quotes

    • So we ran with it for the week

      In our company i bit the bullet and ran with FSM for a whole week. Service calls, deliveries and surveys. Covering about 30-120 miles a day to domestic properties. Loved the appointment list and satnav integration. Loved the timer to measure the appointments.

    • Q3 Updates from Bigin!

      Hey Biginners, Hope you’re doing great! As we approach the end of 2025, we truly hope Bigin has been a part of helping you build your dream business this year! We've been busy working behind the scenes to bring you features that make running your business

    • Next Page