CRM
- Customer Relationship Management (CRM) can be defined in many ways depending on what an individual intends to achieve.
- For some, it is the strategy to identify, understand, manage, and cater to the business needs of their prospects and existing customers.
- For others, it is a system that:
- Helps with capturing all the required information to provide a 360-degree view of customers’ interests and preferences.
- Provides various options to manage the sales and marketing processes and to interact and engage with customers regularly.
Benefits
- Uninterrupted access to customer data
- Bring inter-departmental coordination
- Streamline different processes
- Proactively participate in customers’ journey
- Make intelligent decisions
Admin Journey
What is Our Role as an Admin?
- To deliver a trusted ecosystem to your employees where they can thrive successfully.
Set up your Organization Account
organization will involve entering details in the personal settings and defining the organization details and email settings, which will be visible to all users across the departments.
Personal Settings
First, personalize your CRM account by changing language and time zone. Also, add your personalized signature to be used for business emails sent.
Organization Settings
Company details: Add your company details such as the company name for all your business communication, country locale, time zone, and also the company logo.
Fiscal Year: Set up the fiscal year for your company which is used for accounting purposes and preparing financial statements. The fiscal year may not be the same as the calendar year. Select the fiscal start month, then the fiscal quarters are automatically rolled up.
Business Hours: Various teams in your organization may work at different business hours and work in shifts based in different time zones. Define your business hours that will be helpful in assigning cases to individuals using the case escalations rules.
Email Settings
Configure your email account in CRM via IMAP to work with sales as well as email from one place.
Managing CRM Account Settings
- Once you sign up for CRM and have your own account, you can personalize your CRM account.
- By default, the mandatory information provided by you at the time of sign up, is automatically updated.
- After logging in, you can change these details according to your preferences.
- The following table gives the list of functions that are specific to Administrator and Standard Users:
| Functions | Privilege |
| Change Name | Administrator and Standard User |
| Change Address Information | Administrator and Standard User |
| Change Language | Administrator and Standard User |
| Change Date Format | Administrator and Standard User |
| Change Time Zone | Administrator and Standard User |
| Change Name Format | Administrator and Standard User |
| Change Email ID* | Standard User |
| Change Password* | Standard User |
| Change Security Question* | Standard User |
| Change Answer* | Standard User |
| Change Profile | Administrator |
| Change Role | Administrator |
| Change Currency | Administrator |
| Add User | Administrator |
| Activate/ Deactivate User | Administrator |
| Re-Invite User | Administrator |
Change Personal Information
You can change your personal details such as name, phone number, website, date of birth, address, language, time format, time zone, etc.
o change personal details
- Go to Setup> General > Personal Settings.
- In the Personal Settingspage, click Edit icon for the corresponding section.
- Modify the personal details in the Account Information pop-up as required. (Refer to the table below)
- Click Save.
List of Standard Fields
| Field Name | Description | Data Type |
| First Name | Specify the first name of the user. | Text box |
| Last Name* | Specify the last name of the user. This field is a mandatory field. | Text box |
| Alias | Specify the other name of the user. | Text box |
| Role* | Select the role (for example, Administrator, Standard User, and others). This is a mandatory field. Only if you have the Administrator profile, you can change this value. | Pick list |
| Email* | Display the primary E-mail ID of the user. This field can be updated in Zoho Accounts. | |
| Website | Specify the website URL of the user. | URL |
| Phone | Specify the official phone number of the user. | Pick list |
| Mobile | Specify the mobile phone number of the user. | Text box, integer value |
| Fax | Specify the FAX number of the user. | Text box |
| Date of Birth | Select the date of birth of the user from the mm/dd/yyyy drop-down list | Date box |
| Street | Specify the primary address of the Zoho CRM user. | Text box |
| City | Specify the name of the city where the user lives. | Text box |
| State | Specify the name of the state where the user lives. | Text box |
| Zip | Specify the postal code of the user’s address. | Text box, integer value |
| Country | Specify the name of the user’s country. | Text box |
| Language* | Select the language. This field is a mandatory field. | Pick list |
| Country Locale* | Select the country locale to specify your date format. This field is a mandatory field. | Pick list |
| Time Zone* | Select the time zone in which you are working. This field is a mandatory field. | Pick list |
Add Social Information (Note; – Low Priority only table level not UI and Functional Level).
Add social profiles to your CRM account. You can add only your Twitter account details in the social profile.
To add a social profile
Go to Setup > General > Personal Settings.
Choose any of the social profile from the available list and click the +Add link.
Enter the login credentials and click Authorize app
Your social profile will now be linked with your CRM account. You can also change any of these profiles, reauthenticate or delete them whenever required.
Change Locale Information
Based on the country locale, you can mention the language for your account. Also, choose between 12 hr time format and 24 hr time format in the CRM account. The date format is automatically updated with the country locale that you select. The following international date formats are supported:
To change Locale Information and Number Format
- Go to Setup > General > Personal Settings.
- In the Personal Settings page, click Edit icon for the Locale Information section.
- On the Locale Information pop-up, choose the value from the corresponding drop-down lists for Language, Country Location, Date Format, Time Format, and Time Zone.
- In the Number Format section select the Grouping, and Decimal options.
- Click Save
Change Name Format & Preferences
Under the Name Format & Preferences section, you can modify the name format and set sort order preferences.
Change Name Format
By default, the name format is set as <Salutation><First Name><Last Name>. However, you can change the name format as per naming conventions used in your country.
Example: In the USA the name format is generally <Salutation><First Name><Last Name> whereas in Japan the format is <Last Name> <First Name> <Salutation>
To change name format
Go to Setup > General > Personal Settings.
Under Name Format & Preferences, select the required Name Format from the drop-down list.
This format will be saved instantly and applicable in list views, lookup fields and user name.
Set Sort Order Preferences
Records are usually sorted in the [Module] list view based on the name format.
However, if you prefer to have a sort pattern that is independant of the display name format, you can set this preference under sort order preference.
For example, your display name format is <First Name><Last Name>. But you wish to sort records in the Ascending or Descending order based on <Last Name> <First Name>. You can do this by setting the suitable sort order preference.
To set sort order preferences
- Go to Setup > General > Personal Settings.
- Under Name Format & Preferences, select a suitable option from the Sort Order Preference drop-down list.
Full Name field in the List View
While creating a custom list view for a module, you will find a field called Full Name under Available Columns.
This is a combination of the First Name and Last Name. This can be pushed to Selected Columns.
Once used in a list view, the Full Name field will be displayed as Lead Name and Contact Name in the Leads and Contacts modules respectively.
Note that the First Name, Last Name and Full Name are indivudual fields, based on which records in the list view can be sorted in the ascending or descending order.
Changing Themes
Zoho CRM Themes give individual users the option to customize the colors in their CRM account. Using the Themes feature, you can change the background color of tabs.
Please note that this customization is User specific, i.e. a theme changed by one user will not be reflected in another user’s CRM accounts.
To change theme
- Go to Setup > General > Personal Settings.
- In Personal Settings page, you can choose any theme from the available list as per your requirements.
