Top 10 ZOHO CRM FAQ’s

1. What is the difference between a Lead and Contact?

Leads are raw details about individuals or representatives of organizations collected from trade shows, seminars, advertisements, purchasing and such external sources and marketing campaigns.

Contacts are the representatives of organizations with whom communication is established to pursue a business opportunity. In a typical B2C scenario, contact is the direct point of communication for business-to-customer scenario; whereas in a B2B scenario, contact is the reference point within an organization (business opportunity).

2. When can I convert Leads?

A lead is a prospective customer interested in purchasing your organization’s products or services. During the follow-up process, when you reach a certain stage, where you see a business opportunity with the lead, (i.e. when there is a chance of further negotiations with the lead), it can be converted into account, contact, and potential.

Note:

You can view the list of converted leads by selecting the Converted Leads List View.
Once the lead is converted to account, contact and potential, you cannot revert it.

3. Can I convert a Lead to Potential without creating an Account?

No. Converting a Lead to Potential by default always creates an Account and a Contact (as in a typical B2B scenario).

4. How to automatically assign Leads to different users?

Lead Assignment Rules can help you automate the process of assigning the leads to the CRM users. You need to set up lead assignment rules based on your organization-wide lead distribution process so that leads created by importing or generated through web forms are automatically assigned to the respective sales team members.

To set up lead assignment rules:

Click Setup > Automation > Assignment Rules > Leads/Contacts/Cases.
In the Lead Assignment Rule page, click Create Rule.
In the New Rule page, enter the Rule Name.
Click Save.
In the Lead Assignment Rule page, click Create Rule Entry.
In the Rule Entry page, do the following:
- Specify Criteria: Select the matching criteria to evaluate the rule.
- Select User: Select the user to whom the lead has to be assigned.
- Add Task: Select the work flow task to be assigned.
Click Save.

5. What browsers do you support?

Zoho CRM supports the following browsers:

Internet Explorer 7 and above
Firefox 3.0 and above
Chrome
Safari

6. How can I set up an Email account to share all customer emails with other users?

You can set up an email account to share all customer emails with other users by following the steps given below:

Click Setup > Apps & Add-ons > Zoho Apps > Zoho Mail.
In Zoho Mail Add-on page do the following:
- Choose the Mailbox that you want to configure within Zoho CRM.
- Choose the Account with complete sharing option.
- In the Exclude Domains field, specify the Email domains to be excluded from sharing.
Click Save.

7. How to link my existing Zoho CRM account with Google Apps?

If you already have a Zoho CRM account and Google Apps account, you can easily integrate them. Make sure that the Google Apps email address is added in Zoho accounts as the primary email address. To add Google Apps email address

Go to http://accounts.zoho.com
In the Home page, click the Email Address link.
In the My Email Address page, click the Edit link to change the primary email address.
Enter your Google Apps Email ID and your Current Password for Zoho.
Click Update.

Note: The primary email address that you previously had will be listed under your secondary email address.

8. Can I restrict the reports only to certain selected users?

Yes. You can restrict the reports only to certain selected users, roles, or groups. You can do so by creating a Report Folder and giving access to the users, roles, or groups. Follow the steps given below to create a report folder with restricted access:

Click the Reports tab.
In the Reports home page, click Create Report Folder.
In the Create Report Folder page, do the following:
1. Enter the Folder Name.
2. Enter the Folder Description.
3. Under Accessibility Details, choose any of the following, as required.
  - All Users are allowed to view this Report Folder: Select if you want to make the folder public.
  - Show this Report Folder only to me: Select if you would like to enable the folder access only to you.
  - Allow the following users to view this Report Folder: Select the users or user roles that can access the folder.
Click Save.

9. How to group records?

In Zoho CRM, you can group records in using List Views. Each module has some standard list views that group records based on a predefined criteria. You can also create your own list views that groups similar records and share it with other users.

For example, you can group leads from United States by giving the following criteria: Country is USA.

10. Can a lead be assigned to multiple campaigns?

Yes. You can assign a lead or contact to multiple campaigns. Here is how you can do it:

In the Leads tab, select the record that you want to link to the campaign.
In the Lead Details page, the existing campaign details, if any, are displayed.
- Click Campaign Name, Status, Type, Start Date, End Date, Expected Revenue, Budgeted Cost, or Member Status links to sort the display order of the records.
- Click the relevant Edit or Remove link to change the member status field or remove the campaign association from the record respectively.
Click Add toCampaigns.
In the Add Campaigns to Lead page, do the following:
- Choose the campaign member Status from the drop-down list. See Also Customize Campaign Member Status
- Select the check box(es) of the campaigns that you want to associate to the lead.
Click Add to Lead.

The same procedure can be followed to associate a contact to campaign.