Resources to help
| Webinar recording | Documentation |
Feature Restrictions | Currently available on early-access only for US data center accounts |
Features Role | CommandCenter as a Service uses signals across Zoho services to propel the movement of records through different stages of a business process
|
Note: CommandCenter was introduced as a feature within CRM in 2020. Zoho's CommandCenter is a standalone service that operates across Zoho platforms.
For the sake of clarity, please note that in this post, we will refer to CommandCenter feature in Zoho CRM as "Zoho CRM's CommandCenter", and "CommandCenter as a Service", as "Zoho's CommandCenter"
CommandCenter is powered by signals. Signals are events performed in various arenas of Zoho applications that can be used to trigger the transition of a record to its next state.
Signals serve as the backbone of the CommandCenter builder., Let's understand a little more about them.
When you want to connect various customer touchpoints together, and build your customer journey end-to-end, there are many, touchpoints involved.
Let's consider a real estate business powered by Zoho One end-to-end. .This company uses the following modules for their operations:
- Zoho CRM for client management
- Zoho Finance for bookkeeping
- Zoho Desk to provide support to clients
- Zoho Meeting to setup online sessions with prospective clients
- In their business process, each customer record moves through different stages in each of these services. For example, a lead moves from a "needs assessment" stage to a "needs assessed".
- Here, for the record to move, it must transition through a stage of "assessment" where "type and budget" details are captured. This transition is fuelled by certain actions which we will configure.
- In this example, we will configure the transition based on a trigger that the company brochure is downloaded or that a query is submitted on the website.
Each of the actions of updating these fields serve as a trigger for the movement of one or more record(s). We call these actions, "Signals". At the backend, Signals route the events to multiple destinations. Signals can be setup for several Zoho services, including Zoho CRM. CommandCenter is setup such that any signal can be captured from other Zoho Apps to trigger the movement of a record to its next state.
Default signals - Default signals available in Zoho CRM, Desk, Survey, and Webinar are supported now. Default signals from other Zoho services, and third-party integrations will be supported down the line.
Custom signals - API triggers or custom signals allow your system to use ANY event as your trigger, besides the readily available signals. Custom signals broaden CC's capabilities by allowing transition of records based on custom events that are specific to your business, making your mapped customer journey that much more accurate.
CommandCenter as a service ties together every single touchpoint of a record, mapping the whole customer journey with all its bits and pieces in ONE space. . Right from capturing information and creating leads, to the final stage, anything that can be automated is mapped within CC. Many of us are familiar with Zoho CRM's CommandCenter that runs and manage an entire business-process end-to-end. CRM's CommandCenter not only allows you to map your customer journey across multiple modules in a single space, but also guides and automates every action in a single space. Zoho's CommandCenter isn't an alternative to this, but an avenue to use and tie together your business processes, across multiple Zoho services. It uses triggers to execute different actions through different Zoho apps, at different stages (states) of a customer lifecycle.
The main components of this tool are:
States - The building blocks of a CC flow. They signify the state/stage a record is stationed at that point of the process. In our real estate example, we have many states. Pre-approval, Funds processing, Inspection completion, Loan approval, etc
Transitions - The process initiating the movement of a record to its next state. A "Documents verification in progress", between the "Waiting for approval" and "Documents verified" states.
Triggers - Triggers are our signals that propel the transition of records. Any default or custom signal can be used as a trigger for a transition.
Actions - At every stage, automated actions that are configured such as email alters, field updates, task creation, or any custom action.
Here's a quick overview on how Zoho's CommandCenter adds to the existing automation options.
| | |
Feature | Help automate any set of actions within a module
Automation rules | Mandates certain actions from the user's end (manual) before a record is transitioned. (includes workflow functionalities in actions)
Internal process application tool |
| During the document verification process, we need to automate the "Document submitted" field in the Contact page, based on a rule that a Webform is filled. | Business process steps that can be included in Blueprint. Collateral Assessment| Documentation Check| Document first release| Legal Verification | Release of loan | Loan closure/rejection (based on approval/denial) |
| Comparison 3 - Zoho CRM's CommandCenter | Comparison 4 - Zoho's CommandCenter |
Feature | Allows the entire business process from your CRM to be created end-to-end, within a single space across modules
Cross-module online journey orchestration tool in Zoho CRM | Builds an online replica of your business process with the various entries of the records and signals across all Zoho services in ONE space Cross-Zoho online replica of a business process |
Use Case achievable | All the steps under Comparison 2. Additionally, we will be able to map the following steps of our business process in CRM. Pre-approval | Manual approval | Document verification | Loan rejected | Address verified | Loan rejected (if address proof is not submitted) | Loan approved | Funds processing initiated | Loan sanctioned | Loan closed | Loan settled | Overdue (in case of payment failure) | Overdue proceedings in due | Overdue proceedings settled (After legal proceedings are initiated) | All the steps under Comparison 3. Additionally, it will be able to include the following signals as triggers
- Filling of a customized survey used during home inspection process
- Booking of slots using Zoho Meeting to schedule a call with the realtor to understand requirements
- During the loan process, closing of customers' tickets created on Zoho Desk is used as a trigger to fully end their purchase |
What's new with Zoho's CommandCenter
- Advanced reporting for CommandCenter allows for tracking and measuring customer journeys, noting and rectifying pain points as the journey progresses.The new Pivot Charts in reports is noteworthy.
- Unifies data across multiple apps, but also for multiple orgs across each application.
- Custom signals or API triggers to flexibly trigger a transition based on any event from other Zoho services.
Note - We've enabled CommandCenter early-access to our EA community. Do try it out, let us know what you think as comments to this post. We request that you post any issues you face, feedback and suggestions for improvements, and what you like about it. Our CommandCenter team is all ears and will love to join in on the discussion.
Access it at commandcenter.zoho.com
Pricing details - CommandCenter will be included in Zoho One when it is ready for public launch. It will be charged based on a Fair Usage Policy, where the base free limits will vary based on the number of users purchased. Post this, they will be charged for additional usage. We'll let you know the exact limits and pricing details closer to the public launch date
Pricing | Free edition | Enterprise Edition (post free usage) |
Transitions | 300/day | |
Actions | 250/day | |
Journeys | 3 | $5/journey/month (bonus of 1 free user) |
Users | 3 | |
Recent Topics
Introducing Blueprints for Custom Modules!
Hello developers, We've added a new feature called Blueprints in Custom Modules. Blueprints are the online representation of a business process. In Zoho Books, you can use Blueprints to design a process flow using states and transitions. Developers can
Campaign Links Blocked as Phishing- Help!
We sent a Campaign out yesterday. We tested all of the links beforehand. One of the links is to our own website. After the fact, when we open up the Campaign in our browser, the links work fine. The links in the emails received, however, opened in a new
Zoho Tables July 2025 Update: Smart Creation, Smarter Automation
We’re excited to introduce a powerful set of updates across Web, Android and iOS/iPad apps. From AI-assisted base creation to advanced automations and mobile enhancements, this release is packed with features to help you build faster, automate better,
Zoho Voice est désormais en France !
Nous avons des nouveautés très intéressantes qui vont transformer la façon dont vous communiquez avec vos clients. Zoho Voice, la solution de téléphonie d'entreprise et de centre de contact basée sur le cloud est arrivée en France ! Vous pouvez enfin
Numbers in MA
I have an issue rationalising the various numbers around MA2. Not convinced that any are truly accurate. However have a specific problem in that i have a list with 1301 records in the list view. When i come to email there is only 1289 Then have another
Android mobile app unable to log in
When I open the mobile up for zoho mail it asks me to sign in, but when i push the sign in button nothing happens. Tried uninstalling and reinstalling still not working
Pie chart in Zoho Analytics shows ridicoulous numer of decimals of a percentage.
Is there a way to set the number of decimals of a percentage value in the Pie chart? Now it displays 15 decimals instead of a round-off value. The value is a count and percentage calculated in the chart, so there is no number of decimals that can be specified
Zoho People > Leave Management > Unable to import balance leave
Hello Zoho I am unable to import balance leave into the system I have follow the steps It show only 5 fields - the date field i am unable to select from date and to date Error Date in excelsheet
Narrative 4: Exploring the support channels
Behind the scenes of a successful ticketing system - BTS Series Narrative 4 - Exploring the support channels Support channels in a ticketing system refer to the various communication methods that customers use to contact a business for assistance. These
Tip of the Week #65– Share email drafts with your team for quick feedback.
Whether you're replying to a tricky customer question or sharing a campaign update, finding the right words—and the right tone—can be tough. You just wish your teammates could take a quick look and give their suggestions before you send it. Sometimes,
How to Initiate WhatsApp Message on SalesIQ?
I've just activated a Business WhatsApp phone number through SalesIQ because of its touted omnichannel chat approach. Sounds exciting. I understand that when a customer sends me a WA message, I can reply to it on SalesIQ and keep the chat going, perfect.
Episode IV:Handling User Inputs in custom functions
Hi Everyone, We've been exploring custom functions which help in performing advanced automation tasks. Custom functions enable you to achieve possibilities based on your organization's requirements. Custom functions require user inputs that allow the
Set a lead as non-marketing if they opt out of email marketing
I'm gathering Lead data via an enquiry form and wish to give them the option to opt out of marketing emails (which we send from Marketing Automation) whilst retaining the ability to send them non-marketing emails - so the email opt-out field doesn't work.
Set up multiple IMAP email addresses
Hi, I just started using CRM and its great, but I just found out I can only add one imap email address for incoming mail in the included salesinbox ...this is ridiculous. All companies have different email such as sales@domain, info@domain , personal@domain
Zoho Recruit to Zoho People integration
In the mapping of field from Zoho Recruit to Zoho People i am unable to map all fields What can i do
Zoho Recruit > Career Site > Customisation
Hi All I have created multiple career site to represent my different organization In my Quanta Media career site > I set it with the with Quanta Malta view In my job opening : Quanta Malta view 2 job opening In my URL for quanta media https://lri.zohorecruit.eu/jobs/Quanta-Malta
Formatting Blueprint Stages (buttons)
Is there a way to format Blueprint transition buttons in Creator like background colour, text colour etc.
Disable Default Value in Multi-Select field
Hello, Is there a way to disable the default value feature when setting up a custom Multi-Select field? When creating tickets I would like it so there isn't a value pre-selected in the multi-select custom field that was created.
How to set custom business hours for different teams in Zoho Desk?
Hi Zoho Team and Community, I’m trying to set different business hours for multiple departments in Zoho Desk. For example, our tech support team works 24/7, while our billing team is only available from 9 AM to 5 PM (Mon–Fri). Is there a way to assign
Zia Auto Tag Keyword Clusters
Is there a way to remove a keyword from a keyword cluster? We're finding that Zia auto-tag is tagging things incorrectly based on some words that don't really make sense.
Centralized Domain Verification in Zoho CRM Plus
Hi Team, I have a suggestion regarding Zoho CRM Plus. It's quite frustrating to verify the same domain separately for each application within the suite. It would be really helpful if you could introduce a centralized admin console—similar to what's available
HOw do I make a refund?
I have a client that needs a refund. I see a refund history in the Report area... but where do I go to make a refund?
Creating a work order for dispatch
We currently uses ZOHO for CRM and Intuit Field Service for creating Work orders and dispatching. This is causing double entry and is not efficient use of time. I would like to use ZOHO for all customer related activities so can you tell me if you can : Create a work order that we could manipulate to meet our needs. Also if you could then dispatch that would be ideal. Thank you
"code": "500","description": "Account not exists", mail api
I have been through all the steps and have a functioning Oath access_token etc etc... I then GET https://mail.zoho.com/api/organization And get my zoid then GET http://mail.zoho.com/api/organization/<hidden>/accounts and get the account details, which
Residual Formatting in Text Boxes After Undoing Pasting of Formatted Text
Hi, guys! I have another problem to report. Actually, I have been aware of this for many months, possibly years, but I have been too lazy to report it to you. My apologies! Let's say you've pasted a formatted string into a text box. You change your mind
Feature Request: Stripe Terminal Integration
I would like to request the addition of Stripe Terminal integration to Zoho Books, which will help process in-person payments. While Zoho Books already supports online payments through Stripe, extending this functionality to include Stripe Terminal would
Improved Security in SAML/OIDC Sign-in Redirection Flow
To enhance the security of our authentication system, we’ve made a change to how SAML and OIDC sign-in redirections are handled. This update resolves a potential open redirection vulnerability and adds an extra layer of protection during the sign-in process.
GA4 data
Hi, I have data being pulled from GA4 into numerous tables. There are a few major errors in the source data. Eg for a period of time GA4 reported ecommerce sales that were $98 as $9,800 and $42 as $4,200. It's not happening now but my historical data
Lost Search Box with new UI Design
I would like to suggest bringing back the Search Box in the new Zoho Project UI. I use the search feature a lot and having to click the magnifying glass to type for a search is one extra click that we did not have with the old UI.
Adaptación de zoho books a la nueva regulación de facturación electrónica
La facturación electrónica será obligatoria para todas las empresa en España en 2025, en Francia probablemente también e imagino pronto en todos los países europeos. Ya en 2024 todas las empresa grandes tienen que utilizar el sistema de facturación electrónica.
ZOHOBOOK Sales_QUOTE: To Add Discount At Each Line Item Table
Hi, Our quote need to display with discount at each line item level as well. Try to edit template, >CUSTOMISE>EDIT TEMPLATE> Table, I can see template view with discount column, but when hit SAVE the template, view in PDF the discount column not shown.
How to account for vat with postponed VAT accounting
Hi everyone, looking for some help with postponed VAT accounting, I use DHL express for my imports and they used to pay the VAT for me and then invoice me. I could then log this as a bill and the VAT element from import was recorded as input VAT, all
Weekly Automation Trigger for Equipment Calibration Reminder
Dear Team, I’m currently working on an automation in the Equipment module. The goal is to track calibration schedules for tools — all of which require regular calibration. I’ve created an automation that sends email reminders for tools that are due for
ADDDATE formula using 2 calculations
Hello, I want to create an ADDDATE formula using 2 calculations, add 1 month and deduct 1 day. the formula that I need should look like this: ADDDATE(due_date, 1, "Months")+ ADDDATE(due_date, -1, "Days") Each row itself works fine, but when I'm trying
Upgrading from Zoho Invoice to Books was a major downgrade in functionality for me
I have been a user for many years of a free plan on Zoho Invoice for my personal consulting business. I recent upgraded my organization to Books since some of the additional functionality looked useful to me, and played around with the free trial for
🎉 Dynamic Org Chart for Zoho CRM Extension Published [2025]
Hey Zoho CRM Community! We're thrilled to unveil our latest Zoho extension:🥁 Dynamic Org Chart for Zoho CRM 🎊 This extension is now available to transform the way your teams visualize, manage, and interact with org chart directly inside any Zoho CRM's
Detailed General Ledger has problem of exporting out to excel and missing ledger details for some accounts
I have been encountering some problems generating Detailed General Ledger report with Zoho books. Firstly, I cannot export out the report of Detailed General Ledger to Excel. It will show this error message "invalid value passed for sort column", and
Upload a file to a File Upload Field through API
Hello, Is there any way to upload a file to a custom file upload field in a module when doing an Update using the Record API? I've found and I am able to upload files to attachments but I don't know how to upload them to a field. I've checked the documentation at https://www.zoho.com/crm/help/api/v2/#update-specify-records but the File Upload field type does not appear in the examples. Thanks
Kaizen #131 - Bulk Write for parent-child records using Scala SDK
Hello and welcome back to this week's Kaizen! Last week, we discussed how to configure and initialize the Zoho CRM Scala SDK. This week, we will be exploring the Bulk Write API and its capabilities. Specifically, we will focus on executing bulk write
Automatic pricing feature for sales orders
I am currently setting up my Zoho Inventory system and would like to implement an automatic pricing feature for sales orders. We have created a custom field called "brandline" for our items. All products with the same brandline value should have the same
Next Page