Kaizen 230 - Smart Discount-Based Quote Approvals Using CRM Functions and Approval Process

Kaizen 230 - Smart Discount-Based Quote Approvals Using CRM Functions and Approval Process


Hello everyone!
Welcome back to the Kaizen series!
Discount approvals are a standard part of sales governance.
Most organizations need something like this:

Discount %
Required Action
< 10%
Auto-approve
10–19.99%
Sales Manager approval
≥ 20%
VP Sales approval

Zoho CRM already includes a powerful Approval Process feature capable of routing records, locking them, notifying approvers, and maintaining audit history.
So the natural question is "Isn’t the native Approval Process enough?". Often, yes. But when the discount logic depends on accurate percentage calculation across line items and header adjustments, we need a small architectural enhancement.

This Kaizen combines Functions(for decisions), Workflow Rules(for triggers), Approval Process(for governance), and Reporting Hierarchy(for routing) into a clean, scalable solution.

Understanding the native Approval Process

Before adding anything custom, it’s important to recognize what the Approval Process already does extremely well.
  1. Evaluates criteria based on field values
  2. Automatically submits records
  3. Locks records during review
  4. Routes to users, roles, or hierarchy levels
  5. Maintains approval history
  6. Sends notifications
It is a powerful governance engine.
However, it evaluates existing values and does not calculate new ones. That distinction matters in discount scenarios.

The missing piece: Reliable discount percentage

In Quotes:
  1. Discounts may be applied at line-item level
  2. Discounts may be applied at header level
  3. Grand Total reflects cumulative adjustments

There is no guaranteed native field that consistently represents
True Discount % = (Sub_Total - Grand_Total) / Sub_Total * 100

If approval rules rely directly on partial fields(like “Discount”), they may misrepresent the effective discount.

To ensure accuracy, we introduce a Function to calculate and store a reliable Discount Percentage.
We are not replacing the Approval Process, but preparing accurate data for it.

Here is the architectural flow with each component having a distinct responsibility. This makes the system sustainable.
Quote Saved --> Workflow triggers Function --> Function calculates Discount % --> Function sets Approval_Status --> Approval Process evaluates status --> Record submitted and locked

Let's go over this one step at a time.

Step 1: Create Custom Fields(Quotes Module)

Field
Type
Purpose
Discount_Percentage
Percent
Stores calculated discount
Approval_Status
Picklist
Controls approval trigger. Values:
  1. Auto Approved
  2. Pending Manager Approval
  3. Pending VP Approval
  4. Approved
  5. Rejected
Approval_LevelSingle LineDisplays routing level

Step 2: Write the CRM Function(Decision Layer)

This function calculates the effective discount and determines the approval level. This function becomes the decision engine.
void automation.Set_Quote_Approval_Level(String id)
{
quoteId = id.toLong();
quoteDetails = zoho.crm.getRecordById("Quotes",quoteId);
if(quoteDetails != null)
{
subTotal = ifnull(quoteDetails.get("Sub_Total"),0).toDecimal();
grandTotal = ifnull(quoteDetails.get("Grand_Total"),0).toDecimal();
discount = subTotal - grandTotal;
discountPercentage = 0.0;
if(subTotal > 0)
{
discountPercentage = discount / subTotal * 100;
}
approvalStatus = "";
approvalLevel = "";
if(discountPercentage < 10)
{
approvalStatus = "Auto Approved";
approvalLevel = "None - Auto Approved";
}
else if(discountPercentage < 20)
{
approvalStatus = "Pending Manager Approval";
approvalLevel = "Sales Manager";
}
else
{
approvalStatus = "Pending VP Approval";
approvalLevel = "VP Sales";
}
updateMap = Map();
updateMap.put("Discount_Percentage",discountPercentage.round(2));
updateMap.put("Approval_Status",approvalStatus);
updateMap.put("Approval_Level",approvalLevel);
updateResponse = zoho.crm.updateRecord("Quotes",quoteId,updateMap);
}
}

Step 3: Workflow(Trigger Layer)

Every time a quote is saved, we want the discount to be evaluated automatically.
Create the following Workflow Rule:
Module: Quotes
Trigger: On Create or Edit
Action: Execute Function
Map the Quote ID with the "id" argument in the function.


Step 4: Approval Process(Governance Layer)

Rule 1 - Manager Approval when Discount% is 10 to 19.99
Approval_Status = "Pending Manager Approval" --> Route to Sales Manager(via hierarchy)

Rule 2 - VP Sales Approval when Discount% >= 20
Approval_Status = "Pending VP Approval" --> Route to VP Sales(via hierarchy)
When this process is triggered, CRM:
  1. Submits the record for approval
  2. Locks it
  3. Sends notification
  4. Tracks approval history

The outcome


Why is this layered approach strong?

This design works well because each component in the system has a clearly defined responsibility. The CRM Function acts as the decision layer. It performs the discount calculation, determines the appropriate approval level, and updates the control fields. This ensures that the logic behind the approval requirement is accurate and intentional.

The workflow serves as the trigger layer. Its only job is to execute the function whenever a quote is created or edited. It does not contain business logic; it simply initiates the evaluation process at the right time.

The approval process becomes the governance layer. Once the function sets the appropriate status, the approval engine evaluates the criteria, submits the record, locks it, routes it to the correct approver, and maintains the approval history. This is where enforcement happens.

Finally, the reporting hierarchy determines who the approver is. Instead of hard-coding specific users, the system dynamically identifies the appropriate manager or second-level supervisor based on the role structure. This keeps the design scalable and adaptable to organizational changes.

By separating calculation, triggering, enforcement, and routing into distinct layers, the solution remains clean, maintainable, and easy to extend. The Approval Process continues to do what it does best—govern and enforce—while the Function ensures that the decision it evaluates is accurate and business-driven.

Summary

Zoho CRM’s native Approval Process is powerful and reliable.
When business logic depends on calculated values, like true discount percentage, introducing a function strengthens the design by ensuring accurate, consistent decision-making.
Used together, Functions and Approval Process create:
  1. Intelligent routing
  2. Accurate governance
  3. Clean audit trails
  4. Scalable architecture
That combination is what makes this solution robust.

We hope you liked this post. We'll see you next week with another interesting one!
Write to us at support@zohocrm.com or let us know your feedback in the comments section of this post.

Cheers!



==========================================================================




    • Sticky Posts

    • Kaizen #198: Using Client Script for Custom Validation in Blueprint

      Nearing 200th Kaizen Post – 1 More to the Big Two-Oh-Oh! Do you have any questions, suggestions, or topics you would like us to cover in future posts? Your insights and suggestions help us shape future content and make this series better for everyone.

    • Kaizen #226: Using ZRC in Client Script

      Hello everyone! Welcome to another week of Kaizen. In today's post, lets see what is ZRC (Zoho Request Client) and how we can use ZRC methods in Client Script to get inputs from a Salesperson and update the Lead status with a single button click. In this

    • Kaizen #222 - Client Script Support for Notes Related List

      Hello everyone! Welcome to another week of Kaizen. The final Kaizen post of the year 2025 is here! With the new Client Script support for the Notes Related List, you can validate, enrich, and manage notes across modules. In this post, we’ll explore how

    • Kaizen #217 - Actions APIs : Tasks

      Welcome to another week of Kaizen! In last week's post we discussed Email Notifications APIs which act as the link between your Workflow automations and you. We have discussed how Zylker Cloud Services uses Email Notifications API in their custom dashboard.

    • Kaizen #216 - Actions APIs : Email Notifications

      Welcome to another week of Kaizen! For the last three weeks, we have been discussing Zylker's workflows. We successfully updated a dormant workflow, built a new one from the ground up and more. But our work is not finished—these automated processes are

    • Recent Topics

    • how to add subform over sigma in the CRM

      my new module don't have any subform available any way to add this from sigma or from the crm

    • Zoho Projects - Project Details on the Project Menu

      Hi Project's team, I've helped may businesses setup and use Zoho Project and one thing I see time and time again is confusion on where to find the Project Details information. I would be much more intuitive if Project Details was on the menu before Dashboard.

    • Zoho Projects - Add Feed to Project Tabs

      Hi Projects Team, I'm working on a lightweight communications requirement for one of my customers in relation to communicating with their client users via Zoho Projects. I noticed that the Feed is only available in the Collaboration section, but you can

    • Flow - Fetch info from drop down in another module

      I am running into a road block which I thought would be a simple task. My goal - The account is assigned to a "route" which can be selected from a drop down menu and adds a tag to the account accordingly (easy enough). Now when I create a task for this

    • Show unsubscribed contacts ?

      Hello, I would like to display the unsubscribed contacts. Unfortunately, I do not have this subscription type as described in the documentation (https://help.zoho.com/portal/en/kb/marketing-automation-2-0/user-guide/contacts/contact-management/articles/subscription-type-24-1-2024#Subscription_Type_field.)

    • Zoho Developer Community Hackathon 2025 is LIVE!

      Hey developers! It’s that time of the year again — the Zoho Developer Community Hackathon 2025 is officially open for registrations! If you’ve been waiting for a chance to stretch your skills, try something new, or finally bring that idea to life, this

    • Converted Leads Not Showing in Lead Reports

      Converted leads are not showing in the Lead reports. How can I make converted leads visible in the report,

    • Text widgets in dashboards

      Having a text widget in a dashboard would help immensely. It would allow adding links to related documents, relevant CRM views, etc. It would allow adding explanations of the data displayed in the other widgets, about how to interpret them or about filtering.

    • [Webinar] Zoho Writer for content creators and publishing houses

      Managing multiple drafts, edits, and client reviews doesn't have to slow you down. Join our upcoming webinar to see how Zoho Writer helps content creators and publishing houses create, edit, and publish seamlessly—all in one place. You'll learn how to:

    • Adding Reports to Portals

      Is there a way to add Reports to portals so only the user can see report templates relevant to them?

    • How to assign one Manual to multiple Spaces?

      Hello, I have two spaces, one called tech knowledge and the other one called HR knowledge. I have a manual that is called HR tech. I want to assign this manual to HR knowledge and tech knowledge. How should I do that?

    • Introducing VeriFactu Support in Zoho Books

      Hello users, Spain has introduced the VeriFactu system under Real Decreto 1007/2023 to ensure integrity, traceability, and anti-fraud compliance in e-invoicing. Starting January 1, 2026, all B2B invoices must be reported to Agencia Estatal de Administración

    • How can I assign courses to Spaces?

      How can I make courses show up here in this space?:

    • When will Zoho Learn be able to support SCORM files on the mobile app?

      When I click the SCORM content, I just get a message saying it's not possible yet. Yet implies that it will be coming soon. All I'm asking for is a realistic timeline so I know whether or not to invest my time in using it. If it will be soon, then I will

    • Announcing new features in Trident for Windows (v.1.35.6.0)

      Hello Community! Trident for Windows just got better with an update that makes working with your emails even more efficient. Let’s dive into what’s new! Work with PST files more efficiently. You can now do more than just view mounted PST files. You can

    • Marketing Tip #9: Track your traffic sources

      Not all marketing channels work equally well. Knowing whether your visitors come from Google, Instagram, or email helps you focus on what actually drives sales. Try this today: Check your Zoho Commerce reports or connect Zoho PageSense to see your top

    • Google Analytics import data inaccurate (as of October 11, 2025)

      We have Zoho Analytics connected to GA4 to import daily event data. This has been running without issue for a couple of years. However, a month ago we started noticing discrepancies. All data until October 10 lines up perfectly - October 11 onward is

    • Zoho Books | Product updates | November 2025

      Hello users, We’ve rolled out new features and enhancements in Zoho Books. From translating email notification templates to the new transaction locking restrictions, explore the updates designed to enhance your bookkeeping experience. Making Tax Digital

    • Insert Image into Notebook page

      Prior to today, I could add images to my notebook pages. Today when I tried to do this I got an error message that said something like, "There's been a problem on our end. Try again later." So, I've tried all the ways I know how, but I can't insert an

    • 【開催報告】名古屋 ユーザー交流会 Vol.2 2025/11/21 Zoho Analytics / Inventory で実現する在庫の"未来予測"

      ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 11/21(金)に名古屋 ユーザー交流会 を開催しました。 本投稿では、当日実施したセッションの様子及び投影資料をお届けします。 会場にて参加できなかった皆さまも、ぜひご参照ください。 （Zoho 社員セッションの登壇資料については、11/28(金)開催の東京回の開催報告で共有いたします） 今年2回目の開催となる名古屋 ユーザー交流会では、株式会社エンツナクリエイト 野末さんによる Zoho Analytics / Inventory

    • Is there a way to automatically add Secondary Contacts (CCs) when creating a new ticket for specific customers?

      Some of our customers want multiple contacts to receive all notifications from our support team. Is there a way to automatically add secondary contacts to a ticket when our support team opens a new ticket and associates it with an account? This would

    • Improved RingCentral Integration

      We’d like to request an enhancement to the current RingCentral integration with Zoho. RingCentral now automatically generates call transcripts and AI-based call summaries (AI Notes) for each call, which are extremely helpful for support and sales teams.

    • Edit Pinned Comments in Zoho Desk

      It's great that private comments can now be pinned to the top of the ticket but what would be extremely helpful would be to allow for the pinned comment to be edited vs. having to find the comment in the ticket to edit it.

    • Updating Secondary Contact (CCs)

      We use Zoho Forms to capture the user request and integrated with Zoho Desk to raise tickets. Active Microsoft login is captured in our Zoho forms and registered as Primary contact in Zoho desk ticket. We also an have an option to raise ticket on behalf

    • blank page after login

      blank page after logging into my email account Thanks you

    • WriterTh

      After every space Writer goes to capital letters mode in my Android tablet. The cap mode stays till the second letter is typed in the word then it comes to normal mode.

    • Zoho writer unable to merge documents to PDF with basic fonts in Hebrew or fonts from my computer

      I created several forms that will be merged into PDF files through Zoho Writer and I am unable to receive the PDF in the basic fonts of the Hebrew language or in the fonts I have on my computer. The writer exports to PDF an exchange font that looks very

    • I have already created some Bots, Commands, and Widgets in Cliq, but I am still not seeing the “Create Extension” option in my account. Could you please help me enable or access this option?

    • Infinite loop of account verification

      Hi I can't do anything on my zoho account.  I always get this message Hi Sheriffo Ceesay As a security measure, you need to link your phone number with this account and verify it to proceed further. When ever I supply the details, it displays that the number is associated with another account. I don't have any other account on zoho so this is really annoying. 

    • How we cut CRM updates from ~20 minutes down to 2, our real workflow

      Updating the Zoho CRM after every call used to be one of the biggest time sucks for our team. By the time you write your notes, clean them up, fill in the fields, and log everything properly… you’ve easily lost 15–20 minutes per call. We started experimenting

    • Arattai App Features Update

      1. Offline Messaging & Sync Enable users to compose messages without internet and deliver them automatically via peer-to-peer methods (Bluetooth/WiFi Direct) when nearby users are available. This would be a game-changer for rural India with unreliable

    • How to add Product Add-Ons, Mandatory Forms, and Auto-Save Address in Zoho Commerce

      Hi all, I need help setting up several behaviors in Zoho Commerce. I can’t find the correct configuration options, so I want to confirm whether these are supported or if there is a workaround. 1. Product-Specific Add-Ons (Example: GWB Subscription) When

    • Zohomail

      Im trying to setup email address zoho

    • PROBLEMA

      Salve, non riesco a inviare email, e mi esce una tabela errore temporaneo. come posso risolvere il problema ?

    • Forever FREE Business Email with Zoho Mail

      Forever FREE Business Email with Zoho Mail: is it available?

    • Weekly Tips : Make collaboration effortless with Whiteboard in Zoho Mail

      Working with your team often means switching between emails, notes, and other applications just to explain an idea. Maybe you are trying to sketch a layout, plan a workflow, or quickly brainstorm ideas—with text alone, things can get confusing. So how

    • Formula field number of days between 2 dates

      Hi, I want to have a formula field which calculates the following: IF EndDate < TODAY and Oproep is true (this is a checkbox field) than EndDate - StartDate, otherwise TODAY - StartDate It should calculate the number of days How can I write this for

    • 'email address already exists'

      I deleted a user from my organization and want to use the same email address that user had, but the email address seems to still exist somewhere as I get 'email address already exists' when I try and create it. I have deleted the entire organization and

    • ZOHO reporting DKIM entries are not configured, when they have been configured and verified by 3rd parties

      Why is ZOHO reporting to my organisation users the following: "The DKIM entries in your domain's DNS records are not configured. Please contact your administrator for configuring DKIM to ensure optimal RSVP invite delivery." When I have configured the

    • Manage Bookings directly from Zoho Mail

      Greetings from the Zoho Bookings team! We’re introducing the new Zoho Bookings extension for Zoho Mail, designed to help you view appointments, copy time slots and share booking links without leaving your inbox. This integration brings scheduling right

    • Next Page