All the steps to submit a repair request—now packed into a single kiosk | Kiosk Studio Session #6

All the steps to submit a repair request—now packed into a single kiosk | Kiosk Studio Session #6

Looking for more ideas? Please check out our other posts!
  • Session #1 covers how to view customers from the same industry.
  • Session #2 covers how to build a call script kiosk.
  • Session #3 looks at streamlining appointments. 
  • Session #4 shows how kiosks can simplify sales for bank employees.
  • Session #5 helps you review loan applications quickly.
  • Session #6 packs an entire service request workflow into a single kiosk. [You are here]
  • Session #7 helps you create your own convert feature.
  • Session #8 shows you how to view a record's subform entries - without opening that record!

Hello everyone,

As a fast-growing distributor of heavy machinery, Zylker found itself struggling with a growing pain: repair request chaos. Dealers were frustrated by delays and employees were frustrated by the overwhelming number of steps involved in submitting a single request.

Submitting a repair request meant switching tabs, jumping across CRM modules, filtering data, copying serial numbers, manually checking warranty status on external sites, sending emails, creating related records, and hoping nothing was missed.



With so many new employees joining, things only got slower. They weren’t sure where to look, what steps to follow, or what to do next. Dealers were left waiting on the line while reps struggled through the CRM.

Zylker turned to Kiosk Studio in Zoho CRM

Admins packaged the entire repair request submission workflow into a single kiosk. UI, logic, and automation come together in one place, which helps reps submit requests faster and without errors. See a rep flow through a submission here:



Looks and feels simple, right? It is. Behind the scenes, Zylker's kiosk ensures that the process is executed flawlessly. As reps move through a single series of screens, the kiosk does a lot of heavy lifting
  1. The kiosk searches through the records in the Dealers module and lists the matching dealers.
  2. Once a dealer is selected, the kiosk retrieves records from the Equipment Purchases module, which are linked to that dealer.
  3. Once a piece of equipment is selected, the kiosk queries the manufacturer's system with an API call using the machine's serial number. It then displays the warranty status and other details to the user.
  4. When the user clicks Proceed, the kiosk chooses a path for active warranties. If the warranty status has expired or is "in process," other paths are chosen with different screens and actions.
  5. The details needed to submit a repair request are collected and pre-filled if the details are already available in Zoho CRM or in the kiosk.
  6. Once the user checks the terms and conditions and clicks Submit, two records are created automatically: a repair request record and a warranty claim record. The equipment purchase record is tagged appropriately.

Configuration



This kiosk is configured using the following:
  • Screens that retrieve and show information to the user, along with buttons to make choices
  • GetRecord components that retrieve data from modules in Zoho CRM like Dealers, Equipment Purchases, and Technicians
  • A query that makes a REST API call to retrieve the warranty status from the manufacturer's system
  • A decision component that automatically chooses paths based on the warranty status returned in the query
  • Actions like create record, create tag, and send email notifications that automate as much of the work as possible in each path
In Zylker's case, a total of 28 components were used, along with four GetRecord components and a query. You can check out the screens of the configured components to get a sense of what this looks like:

We hope you found this session informative. Please share your feedback and stay tuned for the next session!
New to Kiosk Studio? Get up to speed quickly by checking out the following resources:
Check out previous Kiosk Studio session posts here: Session #1 covers how to view customers from the same industry, Session #2 covers how to build a call script kiosk, Session #3 looks at streamlining appointments, Session #4 shows how kiosks can simplify sales for bank employees, and Session #5 helps you review loan applications quickly.

NotesGot a Kiosk Studio success story or creative use case? Share it in the comments—we might feature yours in an upcoming post!

    • Recent Topics

    • Compensation | Salary Packages - Hourly Wage Needed

      The US Bureau of Labor Statistics says 55.7% of all workers in the US are paid by the hour. I don't know how that compares to the rest of the world, but I would think that this alone would justify the need for having an hourly-based salary package option.

    • Customizing Helpcenter texts

      I’m customizing the Zoho Desk Help Center and I’d like to change the wording of the standard widgets – for example, the text in the “Submit Ticket” banner that appears in the footer, or other built-in widget labels and messages. So far, I haven’t found

    • Ability to Edit Ticket Subject when Splitting a Ticket

      Often someone will make an additional or new request within an existing ticket that requires we split the ticket. The annoying part is that the new ticket maintains the subject of the original ticket after the split so when the new ticket email notification

    • Automatically Update Form Attachment Service with Newly added Fields

      Hi, When I have a Form Setup and connected to a 3rd Party Service such as OneDrive for Form Attachments, when I later add a new Upload Field I have to remove and redo the entire 3rd Party Setup from scratch. This needs to be improved, such as when new

    • 🚀 WorkDrive 6.0 (Phase 1): Empowering Teams with Content Intelligence, Automation, Accessibility, and Control

      Hello, everyone! WorkDrive continues to evolve from a robust file management solution into an intelligent, secure, and connected content collaboration platform for modern businesses. Our goal remains unchanged: to simplify teamwork, strengthen data security,

    • Reopen ticket on specific date/time

      Is there a way that we can close a ticket and setup a reopen of that ticket on a specific date and time? (without using the "on hold" ticket option)

    • Column letter from number

      Hello, I am trying to select a cell and i have the column number. How do i do this or is there a way of getting the letter from the number? Thank you

    • API credit COQL COUNT

      The docs describe API credits in COQL from the LIMIT perspective: https://www.zoho.com/crm/developer/docs/api/v8/COQL-Overview.html When using aggregate functions such as `COUNT` or `SUM`, is that billed as 1 API credit?

    • Weekly Tips : Save Time with Saved Search

      Let's assume your work requires you to regularly check emails from important clients that have attachments and were sent within a specific time period. Instead of entering the same conditions every time—like sender, date range, and attachments included—you

    • Remove 'This is an automated mail from Zoho Sign' in footer

      Hi there, Is it possible to remove or change the text under the e-mail templates? I can't figure out how to do that: Would love to hear from you. Kind regards, Tristan

    • Organize and manage PDFs with Zoho PDF Editor's dashboard

      Hello users, Zoho PDF Editor's dashboard is a one-stop place to upload, sort, share PDF files, and more. This article will explore the various capabilities that Zoho PDF Editor's dashboard offers. A few highlights of Zoho PDF Editor's dashboard: Upload

    • 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

    • Passing Info from Function to Client Script

      Hello, I have recently started making use of client script for buttons, allowing me to give the user information or warnings before they proceed. This is great. However, I have never quite managed to pass back any extra information from the function to

    • Drag 'n' Drop Fields to a Sub-Form and "Move Field To" Option

      Hi, I would like to be able to move fields from the Main Page to a Sub-Form or from a Sub-Form to either the Main Page or another Sub-Form. Today if you change the design you have to delete and recreate every field, not just move them. Would be nice to

    • Zoho Payroll for Canada

      Is anyone else having problems getting setup for Canada?

    • Passing the CRM

      Hi, I am hoping someone can help. I have a zoho form that has a CRM lookup field. I was hoping to send this to my publicly to clients via a text message and the form then attaches the signed form back to the custom module. This work absolutely fine when

    • One Contact with Multiple Accounts with Portal enabled

      I have a contact that manages different accounts, so he needs to see the invoices of all the companies he manage in Portal but I found it not possible.. any idea? I tried to set different customers with the same email contact with the portal enabled and

    • User Automation: User based workflow rules & webhooks

      User management is an undeniable part of project management and requires adequate monitoring. As teams grow and projects multiply, manual coordination for updating users & permissions becomes difficult and can give way to errors. User automation in Zoho

    • Disable Zoho Contacts

      We don't want to use this app... How can we disable it?

    • Default Ticket View - Table?

      Guys, We mostly use the table view to queue tickets. Maybe I am missing it - but how can I set that view as 'default" for all our agents? Thanks JV

    • Zoho One IS BUGGY

      Here are some things that just don't work: - Disabling applications from certain Spaces - Adding users (probably only for me) - Renaming applications in Zoho One Portal (fixed by now) - Reordering applications in Spaces When I try to reorder: It feels

    • Paid Support Plans with Automated Billing

      We (like many others, I'm sure) are designing or have paid support plans. Our design involves a given number of support hours in each plan. Here are my questions: 1) Are there any plans to add time-based plans in the Zoho Desk Support Plans feature? The

    • Merge Fields that previously worked are now giving an Error!

      Saving a URL Link button on the Deal module. The below fields used to save without issue at all, but now produce an error of "URL contains unsupported merge field!" ${Contacts.Mailing Street} ${Contacts.Mailing City} ${Contacts.Mailing State} ${Contacts.Mailing

    • Clarification on Zoho Forms 1-User Plan: Multiple Submitters and Approvers

      Question Content (Copy–Paste Ready) Hello Zoho Team, I would like clarification regarding Zoho Forms pricing and user limits. I am planning to subscribe to the ₹700/month (1 user) plan. My use case is as follows: Only 1 person (myself) will create and

    • CRM Cadences recognise auto-responses

      I have leads in a Cadence. I get an auto-responder reply "I'm out of the office..." Normally Cadences seems to know that isn't a real reply and keeps the lead enrolled in the cadence. However, today, Cadences has UNENROLLED a Lead who sent an auto-reponse

    • App for Mac OS X please!

      It would be awesome to have a mail app for Mac OS X that included all the cool features such as steams, calendar, tasks, contacts, etc. Most people prefer native apps, rather than running it through a web browser. I know that we can use the IMAP, CalDAV,

    • Facing Issues with Sites Mobile font sizes

      my page renediaz.com is facing issues mobile view, when i try to lower font sizes in home page, instead of changing the size, it changes the line space

    • Zoho Books Payroll

      How am I supposed to do payroll and pay my employees with Zoho Books? I think it's pretty strange that an accounting software doesn't have the ability to perform one of the most common functions in business; paying your employees. Am I missing something,

    • 60 Days Into Zoho - Tiktok Branding Startup -7 Questions?!

      Wsp Everybody I co-own a TikTok Branding / Consulting Startup & have been using Zoho for the past 60 days - Am now looking to make our overall operations & processes more Efficient & Effective! Curious to know how others are using the platform & what's

    • Notifications in Cliq client for Linux

      If I got it right, Cliq desktop client for Linux does not use the generally accepted notification method via org.freedesktop.Notification interface. For this reason, Cliq notifications do not look and behave as all other notifications. Is it possible

    • Canvas templates can now be shared with different CRM organizations

      ----------------------------------------Moderated on 14th February, 2023------------------------------------------- Dear all, This feature is now open for all users in all DCs. To learn more about importing and exporting canvas templates, read our help

    • Unable to produce monthly P&L reports for previous years

      My company just migrated to Books this year. We have 5+ years financial data and need to generate a monthly P&L for 2019 and a monthly P&L YTD for 2020. The latter is easy, but I'm VERY surprised to learn that default reports in Zoho Books cannot create

    • Change Last Name to not required in Leads

      I would like to upload 500 target companies as leads but I don't yet have contact people for them. Can you enable the option for me to turn this requirement off to need a Second Name? Moderation update (10-Jun-23): As we explore potential solutions for

    • Reply to Email for SO/PO

      Hello, We are new to Zoho Books and running into an issue. Our support@ email is our integration user. When our team is sending out PO/SO's we are updating the sender email, but for some reason many of our responses are coming back to our support@ email

    • ZOHO Payroll Canada

      Any plans on the roadmap for Canada?

    • Zoho Books Sandbox environment

      Hello. Is there a free sandbox environment for the developers using Zoho Books API? I am working on the Zoho Books add-on and currently not ready to buy a premium service - maybe later when my add-on will start to bring money. Right now I just need a

    • Multi-currency and Products

      One of the main reasons I have gone down the Zoho route is because I need multi-currency support. However, I find that products can only be priced in the home currency, We sell to the US and UK. However, we maintain different price lists for each. There

    • ZOHO Writer Folders

      Hi We would love to have ability to create folders on the left hand side. We would then be able create and store our documents within each folder Hope you can provide this feature soon ! dux.centra

    • How can Data Enrichment be automatically triggered when a new Lead is created in Zoho CRM?

      Hi, I have a pipeline where a Lead is created automatically through the Zoho API and I've been trying to look for a way to automatically apply Data Enrichment on this created lead. 1) I did not find any way to do this through the Zoho API; it seems like

    • Escalation request: organization merge and data export (Ticket [154609577])

      Hello Zoho Team, I am posting here because my support ticket has not received substantive responses through the usual channels. Summary of the issue (ongoing for three weeks): I requested assistance with a data migration and a merge of two Zoho organizations.

    • Next Page