Neue Verbesserungen in Zoho CRM Plus

Neue Verbesserungen in Zoho CRM Plus

Hallo zusammen,

Wir freuen uns, Ihnen das neue Zoho CRM Plus vorstellen zu können, das Anwenderfreundlichkeit auf eine neue Stufe erhebt. Es gibt etliche nützliche Verbesserungen der Desk-, Social-, Analytics- und SalesIQ-Module, die Ihren geschäftlichen Abläufen sinnvoll unter die Arme greifen. Darüber hinaus sorgt unsere praxisorientierte Plattform mit vereinheitlichter Oberfläche, Administratorpanel, Einrichtungsfunktionen, Suche und Nutzerpanel für ein rundum angenehmes Anwendungserlebnis.

Da die Liste mit Erweiterungen recht umfangreich ist, gehen wir in zwei separaten Beiträgen darauf ein. Im ersten Beitrag stellen wir kurz die Erweiterungen von Desk und Analytics vor, im nächsten Beitrag geht es um Details zu den SalesIQ- und Social-Erweiterungen.

Erweiterungen in Zoho Desk

Im Desk-Modul sind folgende Funktionen hinzugekommen:
  • Blueprint
  • Zia-Funktionen wie Stimmungsanalyse, Auto-Tagging, Anomalieerkennung, Zia-Dashboard, Antwortassistent, Chatbot und Zia Voice.
Mit Blueprint für Desk weiten Sie die Vorteile der CRM-Blueprint-Funktionen auch auf Ihre Kundendienstteams aus. Kundendienstteams bleiben über sämtliche Probleme auf dem Laufenden, häufige Eskalationen werden durch Aufbau eines narrensicheren Ticketlösungsprozesses verhindert, der dafür sorgt, dass jeder Kunde mit flotten, konsistenten und einfach besseren Lösungen versorgt wird.

Zia-Fähigkeiten auf Desk erweitern

Wir haben Zias Fähigkeiten jetzt auch in das Desk-Modul integriert; dies unterstützt Ihre geschäftlichen Abläufe auf vielerlei Weisen. Schauen wir einmal, was dabei ist:

Stimmungsanalyse : Wie schon beim bekannten E-Mail-Stimmungsmodell in CRM hilft Zia Ihren Kundendienstagenten, den „Ton“ jedes Kundendiensttickets zu erkennen. So können Sie je nach Kunden(ver)stimmung gleich die richtigen Aktionen einleiten.



Auto-Tagging : Zia kennzeichnet Kundenantworten automatisch mit Schlüsselwörtern zum Ticketinhalt, die intelligent als Auto-Tags gruppiert werden. So können Sie Tag-Trends und die Kundenstimmung dahinter schnell und einfach erkennen.


Anomalieerkennung : Zia prognostiziert Trends zu eingehenden und ausgehenden Ticketreaktionen, vergleicht diese Prognosen mit dem tatsächlichen Aufkommen. Zusätzlich werden auch sämtliche relevanten Anomalien berücksichtigt.

Zia-Dashboard : Das intelligente Master-Dashboard unterstützt Kundendienstteams beim Abrufen von Tag-Trends, Ticketstimmungen, Anomalien und mehr


Antwortassistent : Zia erzeugt Antworten auf Kundenfragen durch Analysieren von Schlüsselwörtern automatisch, schlägt auch passende Hilfedokumente aus der Datenbank vor. Kundendienstagenten können sich Zias Antworten zuvor anschauen und diese in ihre Reaktionen einbeziehen.

Chatbot : ASAP bringt Ihr Hilfecenter direkt in Ihre Website oder Mobilapp. Bei Schwierigkeiten können Nutzer die Wissensdatenbank durchsuchen, die Community fragen, mit einem Experten chatten und sogar Tickets erheben. All dies, ohne Ihre Website oder Mobilapp verlassen zu müssen.

Zia Voice : Wir haben Zia Voice nun auf Desk ausgedehnt, damit Ihre Kundendienstteams problemlos per Sprach- und Chatmitteilungen auf kontextrelevante Kundendaten zugreifen können. Damit unterstützt Sie Zia Voice beim Abruf von Kundendaten aus den Bereichen Vertrieb, Marketing und Kundendienst.
Zia Voice ist auch als SDK erhältlich – so können auch Ihre Kunden direkt von Zias Funktionsvielfalt profitieren.

Erweiterungen in Zoho Analytics

Wir haben Zoho Reports in Zoho Analytics umbenannt , zusätzlich folgende Funktionen im Analytics-Modul ergänzt:
  • Frag Zia
  • Vereinheitlichte Einblicke in Vertrieb, Kundendienst und Marketing
  • Neue Datenconnectoren für Sozialmedien-, Marketing- und Personalanalysen
  • Intelligente Datenalarmierungen
  • Zusammenarbeitsanalyse
  • Vor-Ort-Edition

Frag Zia : Zia gibt es jetzt als KI-unterstützten Suchassistent in Zoho Analytics. Anwender können Fragen wie „Wie sieht der monatliche Vertriebstrend in den einzelnen Regionen aus?“ stellen, erhalten Antworten in Form von visuellen Berichten, ohne diese manuell erstellen zu müssen.
Vereinheitlichte Einblicke in Vertrieb, Kundendienst und Marketing : Zoho Analytics verknüpft Daten aus unterschiedlichen Quellen automatisch zu vorgefertigten Berichten und Dashboards, ermöglicht so eine akribische Verfolgung maßgeblicher Geschäftsmetrik. Es gibt mehr als 300 vorgefertigte Berichte und Dashboards, die rund um nützliche geschäftliche Einblicke liefern. Allerdings können Anwender Daten aus unterschiedlichen Quellen auch ganz nach eigenem Bedarf verknüpfen.

Neue Datenconnectoren : Zoho Analytics wurde mit sechs neuen geschäftlichen Connectoren ergänzt, greift nun auf mehr als 100 Connectoren zurück. Bei jedem Connector gibt es 100 vorgefertigte, domänenspezifische Berichte und Dashboards, die sofort für Analysen eingesetzt werden können.
Diese Connectoren sind nun verfügbar:
  1. Sozialmedienanalyse: Facebook-Seiten, Twitter-Handles und Twitter-Wettbewerbsanalyse
  2. Marketinganalyse: Bing Ads und Facebook Ads
  3. Personalanalyse: Zoho People

Intelligente Datenalarmierungen : Diese Funktion benachrichtigt Anwender per appinternen Benachrichtigungen oder E-Mail, sobald Anomalien erkannt werden. So können unverzüglich geeignete Maßnahmen ergriffen werden.


Zusammenarbeitsanalyse : Die Analytics-Zusammenarbeitsfunktionen wurden durch praktische Kontextkommentare ergänzt. Anwender können sämtliche Berichte und Dashboards kommentieren, im Kontext mit Interessengruppen arbeiten.

Vor-Ort-Edition : Zusätzlich zur Cloud-Version gibt es Zoho Analytics auch als installierbare Vor-Ort-Edition, die gezielte Bereitstellung für ausgewählte Anwender ermöglicht, mittleren bis größeren Unternehmen Analysen ihrer hausinternen Daten erlaubt.

Bitte schauen Sie sich auch die Erläuterungen zu den SalesIQ- und Social-Erweiterungen an. Hier der Link zum Beitrag.

    • Recent Topics

    • Zoho Crm - Inventory Integration

      Hello, I need help about Map Fields between CRM and Inventory. For Example, I can't match amount of stock between these 2. I can put opening stock number  in Inventory but I can't see it on CRM. Also I want to see categories and parent categories on Inventory, in CRM too. Best Regards.

    • Inventory Valuation Method Feature

      Zoho added another feature so called Inventory Valuation Method of each Item. This is actually good to see and it will benefit us so much but I have a question on this. For Existing Items that already have transactions, Zoho made it a default and assumed

    • Where is the customization and extendibility of zoho inventory?

      After delving into zoho one subscription to test out systems we need for our business, I'm really disappointed after working in Zoho Inventory. Its features and customizability are extremely lacking compared to the other tools like CRM. In our case we

    • Organization Variables - Restrict Access

      Currently, there is no way to restrict the access to organization variables. This leads to a problem when storing API related values that should be kept secret as anyone with access to create and edit email templates, workflow rules, or inventory templates

    • Zoho takes too long to load...

      I am based in Europe and in the last couple of weeks, Zoho CRM takes minutes even to load modules. Is there a specific reason this is happening? Is this happening to other people?

    • Modules are continuously loading

      Hi! We are not able to open the task modules, it keeps continuously loading

    • Execution failure when fetching a Name field from another app

      In creator I have one app [Employee Directory] with a form [Employees]. One of the fields is a name field called [Name]. Here is a sample that works, if executed from the Employees app: test_Employee = Employees[Name.first_name == "Alex"]; info test_Employee.Name;

    • Accessing Subform Data using getRecordByID

      I am getting data from Zoho Creator using deluge zoho.creator.getRecordByID task, from another application. The report contains a subform, and that subform is in the detail view of the report. I do not appear to have any subform data in the JSON response,

    • Allow customer to select meeting duration

      I would love to see a feature where I can give the customer the option to select the meeting duration they require based on a dropdown list which I have predefined in the service settings. For example: 15, 30, 45, 60, 90 minutes.

    • Can you internally tag/categorize posts for campaigns?

      Would love to easily sort through posts by tags or categories (i.e. we have multiple memberships and share studies from each. It would be nice to pull reports in a second for "membership A studies" for a campaign etc.).

    • Function 56: Automatically enable the option for customers to pay via bank account

      Hello everyone and welcome back to our series! One of the key features of Zoho Books is its integration with multiple payment gateways, allowing you to receive online payments for your invoices. This ensures faster payments, automates payment tracking

    • Connect multiple Facebook ad accounts to Zoho Social

      Hi there. I'm doing the Facebook Ads and Zoho Social integration to automate the leads that come from Potential Customer campaigns on Facebook to Zoho CRM. I have a company (1 fanpage, 1 brand), but within the business or brand on Facebook, I manage several

    • Custom service report or Zoho forms integration

      Hello, So far the experience with Zoho FSM and the integration with Books has been good, however there are limitations with service reports. As with my business, many organisations send technicians to different types of jobs that call for a different

    • Creation of Path and subpath

      In order to improve the structure of the website for better organization, I would like to consider that when publishing a page, it can be within a section and sub-section. For example, if I have an events option in the menu, I can put past events and

    • Assign task owner using Deluge

      Use Case: Each task is a document development task wherein once the developer has completed the first draft, the next step in the process is for the document to be QA-ed by the project's assigned auditor. Thus, I am currently working out a blueprint where

    • Meta and Facebook data report discrepancy

      I have been currently gathering manually facebook follower data thru meta. In zoho marketing plus the social media reporting only allows for page likes, and so there is a discrepancy with the data. please the difference in files attached. Is there way

    • Links in Instagram

      Hi there, I have been using Later for a while now but keen to come back to Zoho Social as Later doesn't offer tagging of pages on Facebook but they offer something Zoho doesn't. You can add a link to your bio which opens up your profile feed where images

    • If I turn off the Task Prefix & ID in the Portal Configuration section, will it remove the dependencies in my projects?

      Hi all, basically the title, I am new to zoho projects and trying to get my head around some basic principles. Unfortunately I have not found this information via the search option and after deleting yesterday some Phases I had created in the Phases tab,

    • Enter dates in tasks with just "tue" or "+10" or "5d" ???

      Is there any way to enter due dates in tasks without typing the whole date or making time consuming clicks in the calendar? I don't see anything online in the help or third party videos.

    • Multiple time zones in zoho projects

      We are working in an international team. We need to set up different time zones in the organizational settings or at least for one project within zoho projects. Any ideas or help? Thx in advance

    • Zoho Desk : Field for 'Layout'

      I have many different layouts on my helpdesks and I want to be able to identify the stats for each one, however I can not find the field in the raw data from the Zoho Desk datasource. I thought it might be in the "Tickets" table but there is nothing.

    • Customize Zoho One Dashboard and URL?

      Hi everyone, Is there a way to customize my Zoho One URL to be different from the default portal URL? The current portal URL is: one.zoho.com/zohoone/[organization] I want to map it to its own standalone domain that we own. eg) domain.com instead of one.zoho.com/zohoone/[organization]

    • Enable Sending Direct Messages to Self in Zoho Cliq

      Hi, I would like to request a feature enhancement for Zoho Cliq to allow users to send direct messages to themselves. Currently, Zoho Cliq does not have the option to send a direct message to oneself. While creating a channel with just one member (the

    • JOB Sheet can not send PDF as service rapports and more info needed other topic

      Goedendag, - Jullie hebben nu job sheet erin gedaan en dar is echt super goed, enkel kunnen we de werkbon ( JOB sheet) nu niet verzenden als PDF als een service rapport naar onze hoofdaannemer hoe we dat nu doen als bewijs van de levering van het werk

    • Tax Deduction at Source (TDS)

      I issued a sale invoice outside UAE , the customer apply TDS on the invoice , i checked my Zoho ( professional version ) i couldn't find the option of Enable TDS to let it appear while posting the incoming payment , please how to make it and how to configure

    • UNAPPROVED record management

      When the unapproved list of duplicates is long, one needs the some tools to manage them - when this list has over 1500 records, we cannot manage it without some tools, such as: 1. The ability to apply a filter - ie similar to creating a CREATE a NEW VIEW

    • Zoho mail filter Add to WorkDrive doesnt't work

      Hello, We have a problem with using the filter in the email. So, we want that when a bulk payment confirmation from the online store arrives, this email is automatically saved in HTML format on the drive using the action 'Add to Zoho WorkDrive -> Email

    • Introducing Zia GenAI: Zoho's Native Generative AI for Zoho Desk

      Hello everyone, Zia GenAI is available on Early Access for Zoho Desk Enterprise subscribers. Kindly fill out this Registration Form to request early access. We are excited to announce the Beta release of Zia GenAI in Zoho Desk, now available through our

    • Add blueprint buttons to listview and kanban

      Hello, just started to use the Blueprints feature - really useful. I have one suggestion to help this work even better - can there be transition buttons that appear on the top of listview & Kanban? Maybe an option as well - "Blueprint transitions appear

    • Deleted message in SPAM

      In one of my gmail accounts (getnickifit@gmail.com) I had an email from PayPal in the SPAM folder. I thought I was moving the message to the inbox from the zoho mobile but it looks like it was deleted. It is no where to be found--inbox, trash, etc. Can it be restored?

    • CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive

      Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files

    • Multiple Facebook Pages under Single Brand

      Hi everyone, I'd like to know if there is a possibility of connecting multiple Facebook pages under a single brand on Zoho? At the moment, there are different Facebook pages of a single brand and would want to keep under the same brand on Zoho as we

    • Zoho Books Estimate to Zoho CRM quote?

      I'm not sure why this isnt automatic, but maybe I'm missing something. When we create a quote in zoho books we have a custom function that pushes the contact into a deal within the CRM. I can not for the life of me figure out how to push an estimate from

    • Zoho Developer Hangout (ZDH) – Episode 17 | Optimizing Organizational Processes through Automation

      Hey developers! Running a business can get quite overwhelming especially when juggling multiple tools like those in the Zoho ecosystem. Although integrating most of them is a piece of cake, manual intervention is needed at times. Being able to automate

    • Zoho One not working

      I'm having several issues accessing Zoho One. Some pages don't load (for example, Zoho Directory) and the labels are all messed-up (oz.account.directory.display.shorname, oz.settings...., etc.)

    • Apple Messages for Business in Omnichannel communications?

      Hello, Apple launched "Apple Messages for Business" but Zoho CRM or Zoho Desk don't appear in the list of possible integrators. Zoho already promotes https://www.zoho.com/crm/omnichannel.html Omni Channel integration, but Apple Messages does not yet appear.

    • 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

    • Schedule meeting monthly on a particular day

      Suppose I wanted to schedule HR meeting every month on the first Tuesday with each employee separately for 20 minutes each. How could I automate these type of meetings? And if Sunday occurs on the first Tuesday I would like to shift that meeting on next

    • In ZohoCRM Dashboards - Editing Shown Columns on Drilldown of Components

      Hello! I'm working with some Dashboards inside of ZohoCRM. When creating a component (In this case, specifically a KPI Ranking Component), I'd like to customize which fields show when trying to drilldown. For example, when I click on one of the sales

    • Added Domain but SSL is not being set properly

      We added a Domain for our landing page and it pushed an SSL cert to it. The Cert is generated by LetsEncrypt, but it doesn't match our subdomain (i.e., it's just pointing to zohosites.com). How do we get the cert properly setup there?

    • Next Page