Extension pointers #13: Handle cases with personalized solutions using custom actions

Extension pointers #13: Handle cases with personalized solutions using custom actions

In our last post, we detailed the steps involved in creating a custom action and the workflow from the developer and end user's side. Now let's look at a working example of how we can create a custom action and implement it in a Zoho CRM account to make the end user's work simpler.
 
You are a sales representative (the end user/extension user) handling cases and their solutions in a Zoho CRM account. While cases may arrive by phone, web, or email, you must log them with basic information, such as the subject, description, and priority.
 
Issues are typically recorded in cases modules using the Subject field, which contains a brief description of the problem. You may discover an immediate solution to the issue while manually logging the cases. In those cases, you must still manually feed the solution into the Solution field. How convenient would it be if the solution for a case could be auto-populated when a case with a common issue arises? We can streamline this process by creating a custom action.
 
Note: Throughout the following example explanation, the terms "sales representative", "end user", and "extension user" can be used interchangeably, but refer to the same person. The sales representative is the end user who installs and makes use of the extension features in their Zoho CRM account. 
 
Create a custom action as part of extension development that includes a custom UI for obtaining personalized solution inputs and an action that will update the solution in the Solution field of a case. After installing the extension, the end user can simply create workflows and associate the custom action with them. 
 
Because the sales representative who installs the extension will be dealing with the cases in their Zoho CRM account, they can easily create different workflows. Each of these workflows can be assigned criteria so that when the Subject field contains specific keywords typically used by the sales representative while logging, the custom action updates the personalized solution provided as part of that workflow custom action.
 
Let's go over the steps in order to achieve this. 
  1. Create a custom user interface (widget-connected app) that allows the user to enter their personalized solution inputs. 
  2. In the Zoho Developer console, create a custom action. 
  3. Associate the custom UI to the custom action. 
  4. Define an action that performs the function of updating a case's Solution field. 
  5. Create workflows (as an end-user perspective that meets specific subject criteria (e.g., if the subject contains keywords like "widget," "not," and ''loading," then set a personalized solution in the case) and associate a custom action to them.
 
Creating a custom UI to obtain an end user's personalized solution inputs
  • Create a custom UI to retrieve the end user's personalized input for the solution field and later be updated in a case based on the workflow the user creates.
Case handling.html code snippet
 
<html>
<head>
  <link rel="stylesheet" href="../css/style.css">
  <script src="../js/lib/zsdk.min.js"></script>
  <script src="../js/custom.js"></script>
  <script src="../js/jquery-min.js"></script>
</head>
<body>
<input type="text" id="solution" placeholder="Solution..."><br>
<button type="submit" class="submit_button" onclick="Util.save()">Save</button><br>
<script>
    $(document).ready(function(){
         ZOHO.embeddedApp.init();  
       });
   </script>
</body>
</html>
 
Case handling.js code snippet
 
Util={};
Util.save=function()
{
     ZOHO.CRM.ACTION.setConfig (
     {
               Caseid: "${!Cases.Id}",
               Solution : document.getElementById("solution").value
      })
}
 
  • The above javascript code snippet will fetch the current case's ID and set it to a variable "Caseid". The end user's inputted solution through the UI is also set to a variable "Solution".
  • These values will be passed as parameters to the custom function that will be associated with the custom action in the coming section.
Creating a custom action
 
1. Create a custom action called "Casehandling" using the Create an Action button under the Custom Actions option, available in the Components section of the Zoho Developer console. 



2. Provide a name for the custom action and a description if necessary. Click Next.



3. Associate the custom UI created earlier with the custom action by specifying the html page of the widget's connected app. Click Next.



4. Then write a Deluge function to perform the desired action by clicking the Create Function button. As shown on the right hand side of the page, the values obtained in the custom UI earlier will be passed as a JSON object parameter to this Deluge function, and then the functionalities can be performed based on these inputs from the custom page.


 
Case handling Deluge function code snippet
 
caseinfo = {"ID":config.get("Caseid"),"Solution":config.get("Solution")};
response = zoho.crm.updateRecord("Cases",config.get("Caseid"),caseinfo);
  • The above Deluge code snippet uses the current case ID and the solution input by the end user through the UI to update the personalized solution to the Solution field of the case using the updateRecord deluge task. 
  • Click Save to save the custom action.
Now that the functionality is defined, the extension can be published and installed.
 
Creating workflows in Zoho CRM as an end user

1. As an end user, install the extension.
2. Now create a workflow using Setup->Automation->Workflow rules. Create workflows for two commonly arising cases so that, as an end user, you can predefine some personalized solution inputs for these common cases. This will thereby update the solution to the case when the workflow criteria is satisfied. The two sample workflows handled for this example are:
When a widget is not loading or a 404 page not found occurs in the user's Zoho CRM account.
When a connector unauthorized error occurs.
3. First, define a workflow for "Widget not loading" case by specifying the when and condition criteria.



4. Now under "instant actions," you will find the custom action installed as part of the extension. Associate the case handling custom action with this workflow.



5. Enter the personalized solution in the custom UI displayed.


 
6. Go to the Cases module. Log a case with the Subject field, satisfying the workflow criteria.



This automatically updates the Solution field with the predefined solution entered by the end user for this workflow. 



Similarly, you can create multiple workflows for different cases for which you can define predefined solutions to make the case logging process easy. 
​

 
In this way, you can use custom actions to ease the end user's work by reusing templates created for them. We hope you find this information useful. Keep following this space for more insights!
 

 SEE ALSO

Next>>

    • Recent Topics

    • Can you set task due dates to be "x" days before the milestone?

      We have a milestone set as the date of our first event. All of the tasks need to happen in increments prior to the milestone event. Is there a way to configure this without having to set up each task due date? Thanks!

    • Change script to add fields

      Hi, I have a custom function (writen by a different implementation company in the beginning) which I would like to edit to add a different field as well. Can't get it to work on my own though. - The script now adds the address fields to a new quote (needs

    • Default ticket template in helpcenter

      Hello, I have a web form and a ticket template created. How can I make that my default ticket template? If an user clicks New ticket or create a ticket, I want that template to be the default one. Thank you for the time and info.

    • Expanded data-capturing capabilities with enhanced tabular sections

      We are thrilled to announce an update to Zoho Recruit that brings even more flexibility and customization to your recruiting process. With the addition of 10 new field types to the tabular sections, you now have the power to enhance your tabular sections

    • Integration of Business Hours in Email Templates

      Dear Zoho Desk Team, We would like to propose a feature enhancement to Zoho Desk that would greatly improve the utility of the Business Hours settings and streamline communication with our clients. Feature Request: Integration of Business Hours in Email

    • Add Owner to deluge-created module record note

      Is it possible to include the "owner" aka "creator", of a Note when creating it via delulge? This sets "superadmin" as the Note creator. I need to override it. notemap = Map(); notemap.put("Parent_Id",program_contact_id); notemap.put("Note_Content",program_contact_data.get('Note'));

    • Blueprint - Field Validation Criteria (During)

      When setting validation criteria elsewhere in Zoho, or even workflow criteria etc., there are Is Empty and Isn't Empty options.  Within the Field Validation Criteria within Blueprint, those options aren't available.  Is there a particular reason for this? 

    • Delete Field that is used in a Zoho Flow connection

      I'm trying to delete a Field used in a Webhook created by Zoho Flow with CRM Connection and i get the following alert: When going to the alert i get to the following issue, can't edit it since its been deployed by a pluggin But yes i have here the prompted

    • Use image on img HTML tag

      Hi how could I do to use my image saved in Workdrive to use it in an HTML img tag ? I need to display it on my website without having to use iframes. Regards,

    • ZOHO Compain emails going to spam after authentication is successful

      Hello, I am frustrated right now. I have recently setup the zoho email compaign, The auto responder email went to receipient spam folder. then, I researched a lot and completed authentication (SPF, DKIM) in email deliverability, email relay in zoho crm.

    • Security Policies

      To protect against cyber threats and attacks, organizations need to set up security policies for their employees' accounts. Security policies are rules and regulations for every individual or group using the organization's assets and resources. Enabling

    • Zoho CRM functions editor is not in the programming language deluge

      I am trying to write a function for a button. I helped someone before in deluge and I'm using this new editor I'm not familiar with - I guess it is new. Why is the default code statically typed? The editor will not let me create a variable without a type.

    • "Age in Days" calculation in Advanced Analytics

      Hi Can someone advise how this is calculated? I am getting values on this report which I cannot understand. Thank you

    • Automatically set quotes to "lost" if deal is set to lost

      Hi, Is there a way to automate that if a deal (opportunity) is lost the related quotes are also set to lost? Thanks!

    • Subdomain

      How can i make subdomain in my zoho website

    • A/R Aging Details shows wrong aging days

      In the A/R Summary Report all of the invoices are in the right aging buckets. When I run the A/R Aging Details report I get aged dates of +300 days when they should be in the 0-90 day range.

    • Global Choice List share ownership

      I have created several forms that use one or more Global Choice Lists. These lists have been published to Org. I would like to allow one or more admins to edit the choices in these lists. Any help appreciated. Geoff

    • Domain Transfer

      I have a Godaddy domain, how i can transfer it to Zoha? and how i can move my website to Zoho server? With my best wishes.

    • Project Templates & Reminders

      I am getting projects all set up to work for our company and am running into a problem that I'm hoping is easily fixable. I have created a project template and within that project, there are reminders set on certain tasks. When I create a project from

    • Kaizen #126 - Circuits in Zoho CRM - Part 1

      Hello everyone! Welcome back to another week of Kaizen! Today, we will discuss an exciting topic—Circuits in Zoho CRM. For starters, we will discuss what Circuits are, how beneficial they are for businesses, different views of a Circuit, and the different

    • Create customized SLAs for your customer base with support plans

      Managing customer expectations, prioritizing critical issues, and resolving customer inquiries on time is quite a juggle. Without a clear timelines or defined priorities, a support team may struggle with delays in response, SLA violations, and pending

    • Zoho Flow or Schedules

      I have a process where we text our leads 7 times over a 14 day with different content for each text. I created one flow in Zoho Flow to do this, but wondering if there is a more efficient way to accomplish this via Schedules. It goes on for 6 more times

    • Free webinar: Zoho Sign 2024 wrap-up - Everything that is new and has changed

      Hello, Are you looking up to catch up on all the updates made to Zoho Sign in 2024? Or are you still figuring out how you can use Zoho Sign better to get business paperwork done more efficiently? If so, we invite you to join us this Thursday, December

    • How to Customize Task Creation to Send a Custom Alert Using JavaScript in Zoho CRM?

      Hello Zoho CRM Community, I’m looking to customize Zoho CRM to send a custom alert whenever a task is created. I understand that Zoho CRM supports client scripts using JavaScript, and I would like to leverage this feature to implement the alert functionality.

    • Workflow - Execute Based on Date

      Hello, I have trouble understanding the documentation for Execute Based on Date or Date Time Field's Value. I want to send an email every time I have a Case opened for more than three days with its status unchanged. I set : This rule will be executed 3 days after [date].  Condition : Status is [New]. Instant Action : Send an email notification. However, I'm not sure I follow this part of the documentation: "For all the records matching the rule criteria, rule will be triggered either monthly or yearly

    • Can we set a BCC address as default to show while sending emails?

      Two things inside ZohoCRM are annoying me because it's a repeated work. First one is that I always need to click manually to add the BCC field while sending an email to a lead. Can we set a default address so when I click to send a new email the BCC address

    • Make collecting payments from your customers in Bigin easier with payment links

      Greetings, Efficient payment collection is crucial for business success. Bigin already helps your businesses manage and sell products effectively, but we can further enhance this by making payment collection easier. This integrated payment feature lets

    • Inbox Preference - Saved replies based on message repsonse with specific word

      Hi There, Can one create a workflow where the Save Reply will be generic for all messages that contains a specific word, various channels,. The saved reply should contain a link for download etc. that is a response to the word entered in the message contained

    • Basic Price List Functionality Still Missing

      I am having a problem with the most simple imaginable pricing scenario - you buy cheap, add profit, then sell high. Or in less simplistic terms: business buys a product at a given cost, then adds predetermined percentage markup, and finally sells that

    • How do I hire employees????

      Hi! I own a bookkeeping company, where a few of my clients use Zoho Books as their accounting platform . I started utilizing Zoho Practice to work on the books of my Zoho clients, some have Zoho One and some have Zoho Books plans. I just hired an employee,

    • Automate data upload process like reports

      I'll start with the end in mind.  I want to basically keep certain creator tables updated with data that are in a sql database/tables in our office (employees, active jobs, employee positions) so I can reference that data and not have to duplicate it by hand every time someone adds a new job or employee in the office desktop software.  Here are some thoughts I had about how to do this, but am unsure as to whether any of them are actually possible and how to go about it from there: Is there any way

    • Greylisted, try again after some time

      Can you check my ip, i send to duyna@vietlinkjsc.vn but have an error; my ip is 112.213.94.12 Here is log: 2018-01-09 09:40:29 H=mx.zoho.com [204.141.32.121] SMTP error from remote mail server after RCPT TO:<duyna@vietlinkjsc.vn>: 451 4.7.1 Greylisted, try again after some time 2018-01-09 09:40:32 H=mx2.zoho.com [204.141.33.55] SMTP error from remote mail server after RCPT TO:<duyna@vietlinkjsc.vn>: 451 4.7.1 Greylisted, try again after some time 2018-01-09 09:40:32 duyna@vietlinkjsc.vn R=lookuphost

    • Emails linked to Deal

      Hello everyone, I’d like to ask a question to see if someone can help me out. We are requesting availability from suppliers by sending emails directly from the Opportunity. These emails we send are logged within the Opportunity; however, when we receive

    • How to transfer all my mails from Zoho to Gmail or Office 365

      is there any option to move my emails from zoho to gmail or office 365. i would like to export more than 25k emails from zoho to office 365 or gmail. can anyone help me to guide properly. this will help me to access my emails easily i have both account and can easily  do it with office 365 or gmail. i want two options. direct from zoho to office 365  or exported eml files from zoho to gmail. please suggest me both if possible 

    • Inquiry Regarding Image Display Issue in Campaign Duplication

      We are currently using Zoho Campaigns for email distribution to our clients. I would like to inquire about an issue we encountered. When duplicating a previously created and sent campaign from the "All Campaigns" section, the images used in the header

    • New integrations for Bigin: Zoho Sign, SalesIQ, and Marketing Automation

      Greetings, We're excited to share new integrations that make Bigin more powerful and useful for your business! Zoho Sign for Bigin Zoho Sign now integrates seamlessly with Bigin, enabling you to sign, send, and manage contracts or agreements without leaving

    • Add multiple users to a task

      When I´m assigning a task it is almost always related to more than one person. Practical situation: When a client request some improvement the related department opens the task with the situation and people related to it as the client itself, the salesman

    • What is Attendee Status 0 and 1?

      Hi there, I recently stumbled upon the API to get the attendee list and in the return value, there is a parameter called "status", and 0 supposed to mean not_attending, and 1 means attending. I cannot find this representation anywhere in the attendee

    • ZOHO BackStage

      How to get list of events, using ZOHO BackStage APIs. Is it possible OR not?

    • Request For Quotation (RFQ) module

      Hello, Do you have any plans to implement a RFQ module in to ZOHO Inventory? I would like to chose items that I require a price for, select a number of different suppliers to e-mail and have them submit there pricing online. I would then like to see a

    • Next Page