Strengthening the capabilities of CommandCenter in Zoho CRM Plus

When you look at the prospect-to-customer journey in most businesses 10 to 15 years ago, it was relatively straightforward. Many of us remember walking into a store, sharing our requirements with a sales associate, reviewing a few options, and making a purchase. The process was simple, linear, and easy to navigate.

 

Fast forward to today, and the customer journey looks completely different. Customers come across an ad on social media, visit the website, compare products, read reviews, join webinars, get a personalized demo with a sales agent, and a lot more—all before making a purchase. There's no clear cheat code available that guarantees or predicts the exact journey that a buyer is going to take.

 

For businesses, understanding how customers actually progress through these touchpoints remains a challenge and leads to numerous questions, such as: Which path most often leads to meaningful outcomes? Where do prospects slow down or drop off? What signals indicate they're ready for the next step? Without visibility into these patterns, delivering consistent experiences becomes difficult, and personalization often turns into guesswork.

 

 ComamndCenter was built for this purpose: to understand the paths customers naturally take and intentionally guide them forward with timely, relevant engagements. This creates an experience that feels connected, contextual, and personal at every stage of the buyer's journey.

 

We've strengthened CommandCenter's capabilities further in Zoho CRM Plus by combining signals (triggers) from various modules—like CRM, Desk, SalesIQ, Backstage, Webinar, and Survey—with a revamped user interface. You can also create custom signals to simplify the process of connecting with touchpoints from your own or third-party apps.

You can access CommandCenter from the modules listed on the left panel. 

Navigating your way around CommandCenter in Zoho CRM Plus 

CommandCenter has the following modules:

 

Home: Displays key CommandCenter metrics, like records entering and exiting journeys, Path Finders, unique paths entered, and so on.

 

Path Finder: Lets you create and manage different Path Finders in CommandCenter. You can also view in-depth analyses of each of those with the help of Path, Sankey, and Journey reports.

 

Journey Builder: Lets you create and manage all the journeys that you want to orchestrate in your business process, with in-depth reports.

 

Records: Displays a list of all the records that are part of CommandCenter. You can drill down to see the complete history of what's happening in a record, such as its previous stage(s), current stage, when the record entered that stage, and so on.

Analytics: Lets you create custom dashboards and visualize the data present in CommandCenter so you can make informed decisions and further customize your business process. 

Migrating from CommandCenter 1.0 to 2.0 

Users who have configured Path Finders and Journeys in CommandCenter 1.0 in CRM can migrate them to 2.0, where they'll be available in CRM Plus's CommandCenter module and accessible from the Experience Center module in CRM. Learn more: Migration guide

We're releasing CommandCenter in CRM Plus in phases and will be live across all DCs within a week.

 

To learn more about CommandCenter in Zoho CRM Plus, refer to this help document.

 

We hope you found this information useful. Try it out and share your feedback in the comments.

• Topic Participants

• Arun Kumar V

  

• Sticky Posts

• Zoho CRM Plus in 2023: Let's rewind

  Hey everyone, There's something about December that makes us want to sit back and remember all the wonderful moments, as we get ready for the New Year, 2024! (Psst! We are also turning 10—yay!) This year, CRM Plus had a lot of wonderful updates, taking

• The CX Workshops are back in 2023!

  Hello, can you see my screen? Can you hear me? This is a phrase we've all been saying more often than "good morning" over the last couple of years. Well, now it's time to re-connect in person. We're excited to invite you all to the CX Workshops we've

• Refer Zoho CRM Plus to your friends and earn rewards!

  Hey everyone,   We'd like to thank you from the bottom of our hearts for continuing to be our esteemed customers. Now you have the opportunity to refer Zoho CRM Plus to your friends or family members who are looking for a suitable solution to enhance

• Social in CRM Plus now supports TikTok, Instagram Stories and Reels, and YouTube Shorts

  Hey everyone,   We are excited to inform you that Social in CRM Plus now allows you to publish on TikTok! We've also updated it to let you create Instagram Stories and Reels, as well as YouTube Shorts. Here's a brief about the updates.  Publishing on

• Unified telephony in Zoho CRM Plus

  In any business, managing calls with the prospects or customers is an integral part of a salesperson or a support agent's daily life. They have access to information about the customers within Zoho CRM, and they also use a suitable PBX service to communicate

• Recent Topics

• Upcoming update to Google Drive integration in Zoho Creator

  Hello everyone, We're writing to inform you about an upcoming update to how Zoho Creator integrates with Google Drive. In Zoho Creator, during actions like importing files to create an app or attaching files to fields, you can choose files directly from

• Changing Account Type in Chart of Accounts

  Does anyone know how to change/edit the account type for an Account name in Chart of Accounts. Zoho will not let me do this for some reason

• Managing Scheduled Replies

  Communication is most effective when the intended message reaches the right person at the right time. However, this can be challenging when communication occurs across different time zones. By scheduling replies, businesses can ensure that responses reach

• Show price book list price

  When using price books, once you add products to the price book in the Products related list you can display the Unit price which is the default list price; however, there is no option to show the price book list price. To see the price book list price

• Allow Attaching Quartz Recordings to Existing Zoho Support Tickets

  Hi Zoho Team, We would like to request an enhancement to how Zoho Quartz recordings integrate with Zoho Support tickets. Current Behavior: At the moment, each Quartz recording automatically creates a new support ticket. However, in many real-world scenarios:

• Can I hide empty Contact fields from view?

  Some contacts have a lot of empty fields, others are mostly filled. Is there a way I can hide/show empty fields without changing the actual Layout? I would like to de-clutter my view, and also be able to add information later as I am able. I would be

• Manage user roles and profiles from the Bigin app (iOS and macOS)

  Hello everyone! We're happy to announce that you can manage user roles and profiles from the Bigin mobile app. The Users & Controls section has three subsections: Users, Profiles, and Roles. Users Employees who belong to your Bigin organization are called

• Support Bots and Automations in External Channels

  Hello Zoho Cliq Team, How are you? We actively use Zoho Cliq for collaboration, including with our external developers. For this purpose, external channels are a key tool since they work seamlessly within the same interface as all of our other channels

• Form to PDF template

  I am looking to create a Form and when information is inputted, it will merge it into a PDF template we already have. There could be multiple lines in the form and each line inputs information into a new page of a PDF template.

• Please verify my account

  Hi, We have just launched our website and received media coverage in our country. Hundreds of users are signing up for our platform every day. We would like to send them a welcome email, but we are unable to do so because our ZeptoMail account has not

• Subject character limit increase

  We have an occasional user case where subject lines exceed 500 characters which is the ZeptoMail imposed limit. While I understand long subject lines are not "best practice", these are particular notification emails with specific information for client

• Account blocked

  Yesterday I got my Zeptomail account blocked due to too many hard bounces. My account is used exclusively for sending transactional emails (eg. your order has been shipped, a form has been filled, etc) and the sudden blocking impacted hundreds of websites

• Nested notebooks

  Dear Sir/Madam, I would like to know if it is possible to nest notebooks. It would be very helpful when there are too many, as it would improve organization. Thank you for your response. Best regards.

• Cannot see correct DNS config for mail after moving domain to another provider

  I have moved my domain from one provider to another and after that zoho mail stopped working (expected). Problem is, zoho mail admin panel still shows (10 hours after move) that all records are correct while I haven't changed anything in my domain DNS

• Proactive Alert for Existing Open Tickets per Contact / Account

  Hello Zoho Desk Team, Greetings, and hope you’re doing well. We would like to submit a feature request aimed at improving agent awareness and efficiency when handling tickets in Zoho Desk. Use case When an agent opens a ticket (new or existing), it is

• Ticket resolution field - can you add links, video, and images?

  Seems like the ticket resolution fields is just a text field. Any plans to add the ability to add links, images...the same functionality in the problem description box? I would like to send the customer a link to a KB article, a link to our Wiki, embed

• Ticket Resolution - Add rich formatting, screenshots and attachments

  The resolution field only allows plain text at the moment. Many of our resolutions involve posting screenshots as evidence, it would be great for us to be able to have rich text formatting, be able to paste screenshots and add attachments in the solution

• Kaizen #140 - Integrating Blog feed scraping service into Zoho CRM Dashboard

  Howdy Tech Wizards! Welcome to a fresh week of kaizen. This week, we will look at how to create a dashboard widget that displays the most recent blog post of your preferred products/services, updated daily at a specific time. We will leverage the potential

• Convert Lead Automation Trigger

  Currently, there is only a convert lead action available in workflow rules and blueprints. Also, there is a Convert Lead button available but it doesn't trigger any automations. Once the lead is converted to a Contact/Account the dataset that can be fetched

• I'm getting this error when I try to link an email to a deal inside the Zohomail Zoho CRM extension.

  When I click "Yes, associate," the system displays an "Oops!! Something went wrong" error message. I have attached a screenshot of the issue for reference.

• 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 add-in issue

  I cannot connect ZOHO from my Outlook. I am getting this error.

• Marketing Automation

  L.S. Marketing Automation is and has always been part of the Zoho One bundle - according to the information provided on the Zoho Website. Why when I open Marketing Automation do I get the following message?: "Your trial has expired. We hope you enjoyed

• What's New in Zoho Analytics - January 2026

  Hello Users! We are starting the year with a strong lineup of updates, marking the beginning of many improvements planned to enhance your analytics experience. Explore the latest improvements built to boost performance, simplify analysis, and help you

• Translation from Chinese (Simplified) to Chinese (Traditional) is not working. It randomly translated. Google Translate accurately but zoho translate is not working at all

  Hi friends, The newly added language for translation. https://www.zoho.com/deluge/help/ai-tasks/translate.html "zh" - Chinese "zh-CN" - Chinese (Simplified) "zh-TW" - Chinese (Traditional) my original text: 郑这钻 (and it is zh-CN) translated traditional

• The Social Playbook - January edition: Getting started with content creation

  Social media isn’t just about posting some random content. It’s about why certain content works, how brands stand out, and what makes people pause mid-scroll. The Social Playbook is a monthly community series where we break all of that down. Through real

• Support for Custom Fonts in Zoho Recruit Career Site and Candidate Portal

  Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to use custom fonts in the Zoho Recruit Career Site and Candidate Portal. Currently only the default fonts (Roboto, Lato, and Montserrat) are available. While these

• Adding bank details to the contact through API

  How to add bank-related information to the contact while creating it using API? The account number needs to be encrypted before sending it through API but not sure how to encrypt and get those values. Please guide me in this.

• Font breakage in Zoho Mail Desktop Lite application for Mac

  Dear Zoho Mail and Workplace Community, With the latest update of macOS Sequoia and macOS Tahoe, there has been font breakages in the email preview of Zoho Mail Desktop Lite application for Mac. This breakage is due to the corruption of the System fonts

• Feature request - image resizing on sales orders

  I need to be able to show the items on the sales orders, currently the item image shows really small and no way to resize it, need the ability to make the image larger to showcase the product on the pdfs

• Nueva edición de "Ask The Expert" en Español Zoho Community

  ¡Hola Comunidad! ¿Te gustaría obtener respuestas en directo sobre Zoho CRM, Zoho Desk u otra solución dentro de nuestro paquete de CX (Experiencia del Cliente? Uno de nuestros expertos estará disponible para responder a todas tus preguntas durante nuestra

• Automation Series: Auto-Notify External Users on Issue Closure

  Hello Folks! In Zoho Projects, you can notify external issue reporters via email when an issue is marked as Closed. This helps the users avoid manual follow-ups and keeps the reporter updated. In this post, we’ll walk through a simple setup using a Web

• Turn chat conversations into real action with Integration Blocks in Guided Conversations

  When a Guided Conversation fails, it's usually not because the logic is wrong. They fail because the conversation stops moving. A customer starts a chat with a clear goal: report an issue, check a status, or confirm something. At first, the flow does

• Basic Mass Update deluge schedule not working

  I'm trying to create a schedule that will 'reset' a single field to 0 every morning - so that another schedule can repopulate with the day's calculation. I thought this would be fairly simple but I can't work out why this is failing : 1) I'm based in

• click to call feature

  I've Zoho CRM and in that i want click to call feature.

• Can the Product Image on the Quote Template be enlarged

  Hello, I am editing the Quote Template and added ${Products.Product Image} to the line item and the image comes up but it is very tiny. Is there anyway that you can resize this to be larger? Any help would be great! Thanks

• Creating Parent Child relationship in Accounts

  We have customers with multiple locations, I setup the HQ as an account, then I setup the different sites marking the HQ as the parent to that location. If I then do a Deal for one of the locations, is there a way to show by looking at the parent account

• Learner transcript Challenges.

  Currently i am working on a Learner Transcript app for my employer using Zoho Creator. The app is expected to accept assessment inputs from tutors, go through an approval process and upon call up, displays all assessments associated with a learner in

• Client and Vendor Portal

  Some clients like keeping tabs on the developments and hence would like to be notified of the progress. Continuous updates can be tedious and time-consuming. Zoho Sprints has now introduced a Client and Vendor Portal where you can add client users and

• need a packing list feature

  In our business, goods listed on an invoice are packed in separate boxes and shipped off. for e.g. an invoice may have 10 items. each item could then be packed in different boxes depending on qty of each item. this packing list is as important as the invoice for purposes of shipping documents.  Request you to add this feature asap.

• Next Page