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Product Customization © 2009, AdventNet Inc. All rights reserved

Product Customization

Product Customization © 2009, AdventNet Inc. All rights reserved

© 2009, AdventNet Inc. All rights reserved

Zoho CRM Product Customization

Table of Contents

Introduction

4

Company Details

5

Company Logo

6

Currency Settings

7

Fiscal Year Settings

8

Primary Contact

9

Tab Settings

10

Organize Tabs

10

Rename Tabs

11

Page-level

Customization

13

Customize Page Layout

14

Organize Page Details

16

Customize Related Lists

17

Customize

Search Layout

18

Customize View Settings

19

Field-level

Customization

20

Custom Fields - Overview

21

Customize Currency Type Fields

25

Add

Pick list Values

28

Add Multi-Select Pick list Values

29

Create

Lookup Field

30

Create

Auto Number Field

33

Special Fields

34

Customize Terms & Conditions

35

Add Tax Rates

36

Configure Sales Stage

37

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Map Stage-Probability values

38

Customize Contact Roles

40

Standard Fields

42

Leads

42

Accounts

45

Contacts

48

Potentials

51

Campaigns

53

Forecasts

55

Cases

56

Solutions

58

Products

59

Price Books

61

Quotes

62

Sales Orders

65

Invoices

68

Vendors

71

Purchase Order

73

Zoho CRM Product Customization

INTRODUCTION

Customizing Zoho CRM is the most powerful way of achieving a successful organization- specific Customer Relationship Management system. One of the key elements of Zoho CRM is its capacity to allow customization and the flexibility to do so, thus enabling a realistic and a holistic approach to CRM.

Based on the organization's requirement, user(s) with Administrator privilege can implement Zoho CRM customization. The specific operational procedures for customization are explained below.

procedures for customization are explained below. Company Details Personalize Logo | Currency Settings |

Company Details

Personalize Logo | Currency Settings | Fiscal Year | Primary Contact

Tab Settings

Organize Tabs | Rename Tabs

Page-level Customization

Customize Page Layout | Organize Page details | Related Lists | Search Layout | Custom View

Field-level Customization

Standard Fields | Custom Fields | Special Fields

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COMPANY DETAILS

These are certain organization specific details, which help differentiate one organization from the other. Zoho CRM recommends Users with Administrator privilege to customize these company specific details so that all users (across the organization) under an organization-specific account will have these common features. The general customizations pertaining to company details are:

Company Logo

Currency Settings

Fiscal Year Settings

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COMPANY LOGO

Zoho CRM – Product Customization COMPANY LOGO In order to give a personalized look to CRM

In order to give a personalized look to CRM account, Zoho CRM allows organizations to change the default Zoho CRM logo by personal company logo. The customized company logo appears for all users within the account. However, there are certain norms to be observed while customizing company logo.

Adding company logo necessarily requires a defined company name and converting from single user edition to

The logo file size should not exceed 20 KB.

For best viewing the logo dimension should be 188 (width) by 88 (height) pixels.

The logo file format should be .jpg / .png / .gif.

To Customize Logo

1. Log in to Zoho CRM with Administrator privileges.

2. Click on the Setup Admin Settings Company Details.

3. In the Company Details page, click on Edit Browse for your company logo.

4. Click Save.

Company Details . 3. In the Company Details page, click on Edit  Browse for your

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CURRENCY SETTINGS

Zoho CRM – Product Customization CURRENCY SETTINGS Currency settings are an organization specific feature, which is

Currency settings are an organization specific feature, which is set as per organization’s fiscal currency settings. By default the currency is set to US dollar ($). However, user(s) with Administrator privilege can change the currency field depending on the organization’s requirement. Based on the country locale you choose the currency value gets updated for Quotes, Invoices, Campaigns and other billing related fields.

To Customize Currency Settings

1. Log in to Zoho CRM with Administrator privilege.

2. Click on the Setup Admin Settings Company Details.

3. In the Company Details page, click on Edit Currency Locale drop-down list.

4. Click Save.

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FISCAL YEAR SETTINGS

Zoho CRM – Product Customization FISCAL YEAR SETTINGS The fiscal year settings helps organization’s to configure

The fiscal year settings helps organization’s to configure their fiscal cycle. Based on the selected fiscal start month, organizations can configure their fiscal cycle. Once the fiscal start month is selected, fiscal quarters are automatically rolled up. By default, the Zoho CRM fiscal start month is set to January.

To set up Fiscal Year

1. Log in to Zoho CRM with Administrator privilege.

2. Click on the Setup Admin Settings Fiscal Year.

3. In the Fiscal Year page, select the Fiscal Start Month from the drop-down list.

4. Click on Submit OK to confirm the change.

list. 4. Click on Submit  OK to confirm the change. Note:  Changing the Fiscal

Note:

Changing the Fiscal Start Month will affect change in the new as well as the existing Forecast records.

Changing the Fiscal Start Month will affect the settings configured for Financial Year and Financial Quarter in Reports and Dashboards.

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PRIMARY CONTACT

The Primary contact is the single point of all communication within any organization. This contact relates to all transaction, bills, and communication from Zoho CRM. The organization’s administrator has the privilege to change the primary contact (from the active Users), as per the company’s requirements.

To Customize Primary Contact

1. Log in to Zoho CRM with Administrator privilege.

2. Click on the Setup Admin Settings Company Details.

3. In the Company Details page, click on Edit Primary Contact drop-down list.

4. Click Save.

Details . 3. In the Company Details page, click on Edit  Primary Contact drop-down list.

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TAB SETTINGS

Tabs represent the different modules that are offered in the Zoho CRM. By default there are 18 modules, each representing a set of functions. You can customize the Zoho CRM user interface according to your organization-wide business (sales, marketing, support, and inventory management) process. These tab settings are organization specific and so only Users with Administrator privilege can do the customization. The customization includes:

Organize Tabs

Rename Tabs

ORGANIZE TABS

 Organize Tabs  Rename Tabs ORGANIZE TABS the list. The option to organize tabs allows

the list.

The option to organize tabs allows organizations to display only the relevant number of modules and hide the unwanted ones. For instance, an educational organization using Zoho CRM might not require the Quotes or Invoices this can be rather hidden. You can also change the order of the modules by moving them up or down

To Organize Tabs

1. Log in to Zoho CRM with Administrator privileges. 2. Click on the Setup 
1.
Log in to Zoho CRM with Administrator privileges.
2.
Click on the Setup  Tab Settings  Organize Tabs.
3.
In the Organize Tabs page, use the horizontal arrows to select/deselect the tabs and use the vertical arrows to
organize the tabs order.
4.
Click Save.
Note:
Home tab cannot be hidden.
Irrespective of profiles, hidden modules are not displayed to any users.

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RENAME TABS

Zoho CRM – Product Customization RENAME TABS The Zoho CRM system provides an option to rename

The Zoho CRM system provides an option to rename the standard tab names according to industry-specific terminologies. For instance, the “Leads” tab might be renamed to “Candidates” in an educational institute. Users with Administrator privileges can change the tab names.

These changes are reflected in the all the standard pages of the user interface except for custom reports and dashboards. The below image displays the industry specific tab names against the standard Zoho CRM tabs:

specific tab names against the standard Zoho CRM tabs: To Rename Tabs 1. Log in to

To Rename Tabs

1. Log in to Zoho CRM with Administrator privileges.

2. Click on the Setup Tab Settings Rename Tabs.

3. In the Rename Tabs page, click on Edit for the tab name to be changed.

4. In the Change Tab Name page, specify the name in New Tab Name field.

5. Click Save.

the tab name to be changed. 4. In the Change Tab Name page, specify the name

Note:

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New tab names will not be reflected on Page Layout, Reports, and Dashboards modules. Always standard names are displayed

All the fields’ names will also change according to the new name. For example, if you change "Account" tab to "Client", the "Account Name" field will be changed to "Client Name".

If you change a tab name to plural form with suffix "-ies" (last three characters - right to left), the singular form will be suffixed with "y". For example, if you change "Potentials" to "Opportunities", in all the places the singular form of "Potential" is changed to "Opportunity".

While changing the tab name you can add singular and plural names for the tab. Ex: Leads vs. Lead.

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PAGE-LEVEL CUSTOMIZATION

CRM – Product Customization PAGE-LEVEL CUSTOMIZATION Page-level customization is one of the important functions

Page-level customization is one of the important functions that allow CRM administrators to define the organization-specific requirements within each module. Ideally, this should be completed before rolling out the CRM system for the organization. The page-level customization includes:

Customize Page Layout

Organize Page Details

Customize Related Lists

Customize Search Layout

Customize View Settings

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CUSTOMIZE PAGE LAYOUT

Customizing the page layout allows to arrange, show/hide and order fields within the module page. The drag and drop option enables easy customization of the following operations in the page layout:

SHOW/HIDE FIELDS

By default all the standard fields (Refer Field-level Customization) are displayed in each module page layout. You can hide some of the standard fields, add new custom fields to the pages and move fields from one section to other section.

To show fields

1. Log in to Zoho CRM with Administrator privileges.

2. Click on the Setup [Module] Settings Edit Page Layout.

3. In the Page Layout page, drag and drop the Field label from the Available Field List.

4. Click Save.

To hide fields

1. Log in to Zoho CRM with Administrator privileges.

2. Click on the Setup [Module] Settings Edit Page Layout.

3. In the Page Layout page, click on the Hide "X" button next to the Field label.

4. Click Save.

ADD/MODIFY SECTIONS

Sections help in combining certain type of fields within a particular topic. By default there are some sections available in each module. You can add, modify or delete these sections based on an organization’s requirements.

To add section

1. Log in to Zoho CRM with Administrator privileges.

2. Click on the Setup [Module] Settings Edit Page Layout.

3. In the Page Layout page, click on Create Section.

4. In the section pop up box, Add Name for the new section, select the Tab Order, and click on OK.

5. Click Save.

To modify section

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1.

Log in to Zoho CRM with Administrator privileges.

2.

Click on the Setup [Module] Settings Edit Page Layout.

3.

In the Page Layout page, click on Edit (on the section label).

4.

Modify Name and /or Tab Order, click on OK.

5.

Note:

Click on Save.

 

Selecting "Left Right" in the Tab Order creates fields in two columns.

Selecting "Top Bottom" in the Tab Order creates fields across the full length of the row.

MODIFY FIELD PROPERTIES

The field property allows changing the fields to mandatory or optional (read-only). But you cannot change the property of the standard mandatory fields (For example, Company name in Leads module is a mandatory field. You cannot change the Company field to read-only).

To modify field property

1. Log in to Zoho CRM with Administrator privileges.

2. Click on the Setup [Module] Settings Edit Page Layout.

3. In the Page Layout page, click on Edit (on the field label).

4. In the field pop-up box, click on the Check box to make it mandatory / not a mandatory field.

5. Click OK Save.

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ORGANIZE PAGE DETAILS

The option to Organize Page details, available in each module, helps to change the order of the related list views and show/hide some of the related lists as per organization’s requirement.

To organize page details

1. Log in to Zoho CRM with Administrator privileges.

2. Click on the Setup [Module] Settings Organize [Module] Details.

3. In the Organize [Module] Details page, choose the options from the Unselected List.

4. Move the selected options to the Selected List.

5. Change the order of the Related List as per requirement.

6. Click Save.

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CUSTOMIZE RELATED LISTS

CRM – Product Customization CUSTOMIZE RELATED LISTS The Related Lists provide a 360-degree of each module

The Related Lists provide a 360-degree of each module and the related records. Customizing the related list view allow to re-order or add the properties in the related list view of the module. This helps putting in place all the required fields and related information, thus enabling an all round view of the module.

To Customize Related Lists

1. Log in to Zoho CRM with Administrator privileges.

2. Click on the Setup Tab Settings Related List Columns.

3. In the Related List Columns page, select the module from the Modules List.

4. Choose the options from the Available Columns that you want to be displayed in the Related List.

5. Move the selected options to the Selected Columns list.

6. Click Save.

options to the Selected Columns list. 6. Click Save . Note: Company defined mandatory fields cannot

Note:

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CUSTOMIZE SEARCH LAYOUT

CRM – Product Customization CUSTOMIZE SEARCH LAYOUT Every module in Zoho CRM has a search option

Every module in Zoho CRM has a search option with some standard fields. These are used to search data within the particular module. However, based on an organization’s requirement, the search criteria can be customized by enabling additional fields in the search layout or selecting from the list of available fields within the module.

To Customize Search Layout

1.

Log in to Zoho CRM with Administrator privileges.

2.

Click on the Setup Tab Settings Search Layout.

3.

In the Search Layout page, select the module from the Modules List.

4.

In the Fields List section, edit the list and select the fields (check-box) to be considered for search.

5.

Click on Save.

to be considered for search. 5. Click on Save . Note: You can choose maximum of

Note:

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CUSTOMIZE VIEW SETTINGS

CRM – Product Customization CUSTOMIZE VIEW SETTINGS This option enables customizing the default view for the

This option enables customizing the default view for the modules depending on individual user’s choice. Once the default view is customized, the new chosen view becomes the default view displayed whenever the module is accessed. For instance, the default view for Leads module could be “All Open Leads”.

To Customize View Settings

1. Click on the Setup.

2. In the Setup Home page, click [Module] Settings Custom View Settings.

3. In the Custom View Settings page, click on the New View drop-down list.

4. Click on Save.

click on the New View drop-down list. 4. Click on Save . Note: The custom view

Note:

The custom view in every module displays the last selected view settings.

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FIELD-LEVEL CUSTOMIZATION

Field-level customization enables organizing the field requirements of any organization. By default, Zoho CRM provides some standard fields and allows adding more industry-specific fields. Some of these fields are common to all modules and are displayed within each module settings. However, depending on the business requirement of the organization, each module can have custom fields. The fields are thus classified as:

Standard Fields

Custom Fields

Special Fields

Standard Fields

By default, Zoho CRM provides some standard fields in each module. These fields can be displayed or hidden (Refer Page- level Customization) as per the module’s requirement. The mandatory fields cannot be edited or deleted. To learn the number of Standard fields available in each module, see Standard Fields Chapter

Custom Fields

Besides the standard fields available in each module, Zoho CRM allows adding more industry-specific custom fields according to the business process. Except for the Tasks and Events modules, all modules can have custom fields. To learn more about the available custom fields, see Custom Fields - Overview

The special fields are not common to all modules but are available to specific modules only. They are available and applicable only to particular modules depending on the purpose of their function. To learn more about the available special fields, see Special Fields Chapter

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CUSTOM FIELDS - OVERVIEW

Each module in Zoho CRM can have 120 custom fields added to it. The table below displays the maximum number for each custom field type:

FIELD TYPE

AVAILABLE LIMIT

Text, Pick list, Multi-select Pick list, Auto-number, Email, Phone, Text area, and URL fields

50

Integer

15

Decimal, Percent and Currency

15

Date Field

10

Date & Time

10

Check - box

10

Look Up

10

ADD CUSTOM FIELDS

Adding custom fields allows capturing important data into each module and necessarily requires specifying the field-related information. These custom fields allow companies to capture information specific to their business requirements. The image below displays different types of custom fields available in each module of Zoho CRM.

To add custom fields

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup [Module] Settings Fields List.

3. In the [Module] Fields page click on New Custom Field.

4. In the New Custom Field page, do the following:

a. In the Select Field Type section, select the field type.

b. In Provide Field Details section, enter the field name, field size, and decimal places in the Label, Length,

and Decimal Places fields respectively.

5.

Click Save.

Note:

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Click Save . Note: Zoho CRM – Product Customization The custom field is added to the

The custom field is added to the respective module. To check the field, select the corresponding module and add/edit the record.

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CUSTOM FIELDS DESCRIPTION

The following table provides descriptions of the available custom fields:

Field Type

Description

Fields

Text

To add Text type fields.

Label: Specify the field name Length: Specify the field size (number of character - Integer)

Integer

To add Integer type number fields.

Label: Specify the field name Length: Specify the field size (Integer)

Decimal

To add decimal type number fields.

Label: Specify the field name Length: Specify the field size (including decimal places) Decimal Places: Specify the number of decimal places

Percent

To add percentage type fields.

Label: Specify the field name

Currency

To add currency type fields.

Label: Specify the field name Length: Specify the field size (Integer) Rounding Option: Specify the rounding option Decimal Places: Specify the number of decimal places Precision: Specify the rounding precision

Date

To add date type fields.

Label: Specify the field name Format: YYYY/MM/DD Note: Date format will be changed according user time zone settings.

Date & Time

To add date & time combination fields.

Label: Specify the field name Format: YYYY/MM/DD HH:MM Note: Date format will be changed according user time zone settings.

E-mail

To add E-mail addresses type fields.

Label: Specify the field name Length: Specify the field size (Integer)

Phone

To add phone numbers type fields.

Label: Specify the field name Length: Specify the field size (Integer)

Pick list

To add pick lists type fields.

Label: Specify the field name

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Field Type

Description

Fields

   

Pick List Values: Specify the pick list values

Multi-select Pick

To add

pick

lists

with

multiple

Label: Specify the field name Pick List Values: Specify the pick list values

list

selection of values

 

URL

To add Web site addresses.

 

Label: Specify the field name

Text Area

To add long text - 3000 characters

Label: Specify the field name

Check-box

To select a true (checked) or false (unchecked) type value.

Label: Specify the field name

Auto Increment

To add auto-increment type fields

Label: Specify the field name Prefix: Specify the prefix of the auto-number sequence Starting Number: Specify the starting number of the sequence Suffix: Specify the suffix of the auto-number sequence Existing Records: Select the check-box to apply auto-number to existing records.

Lookup

To establish Parent-child and One-to- One relationship between single module and different modules respectively.

Label: Specify the field name Lookup Type: Select the module for which you like to establish relationship Related List Label: Specify the related list view name

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CUSTOMIZE CURRENCY TYPE FIELDS

The Currency Type custom field allows you to define the decimal and the precision settings based on your selected currency locale. The chart below displays the working of the different Rounding Options available in Zoho CRM:

of the different Rounding Options available in Zoho CRM: NORMAL ROUNDING Selecting this option does not

NORMAL ROUNDING

Selecting this option does not provide any rounding of values after the decimal point.

To Set Normal Rounding to currency type custom field

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup [Module] Settings Fields List.

3. In the Field List page, click on New Custom Field.

4. In Custom Field Settings, select Currency from the Field Type list.

5. In the Field Details, type a name in the Label field.

6. In the Length field, type the desired length of the total number of digits.

7. In the Rounding option, select Normal from the drop-down list.

8. In the Decimal Places, type the number of decimal places you require.

9. Click Save.

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ROUND-OFF

This option allows rounding off after the decimal points. If the second/third digits after the decimal point are < 5, there is no rounding off. If the second/third digits after the decimal point are > 5, it rounds off to the next number.

To set Round-off to currency type custom field

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup [Module] Settings Fields List.

3. In the Field List page, click on New Custom Field.

4. In Custom Field Settings, select Currency from the Field Type list.

5. In the Field Details, type a name in the Label field.

6. In the Length field, type the desired length of the total number of digits.

7. In the Rounding option, select Round Off from the drop-down list.

8. In the Decimal Places, type the number of decimal places you require.

9. In the Precision field, type the decimal’s rounding precision.

10. Click Save.

ROUND-DOWN

This option allows rounding down in the amount after the decimal point. The second/third digits after the decimal point rounds down (diminishes) to the previous number.

To set Round-down currency type custom field

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup [Module] Settings Fields List.

3. In the Field List page, click on New Custom Field.

4. In Custom Field Settings, select Currency from the Field Type list.

5. In the Field Details, type a name in the Label field.

6. In the Length field, type the desired length of the total number of digits.

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7. In the Rounding option, select Round Down from the drop-down list.

8. In the Decimal Places, type the number of decimal places you require.

9. In the Precision field, type the decimal’s rounding precision.

10. Click Save.

ROUND-UP

This option allows rounding up in the amount after the decimal point. The second / third digit after the decimal point rounds up (increases) to the previous number.

To set Round-up currency type custom field

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup [Module] Settings Fields List.

3. In the Field List page, click on New Custom Field.

4. In Custom Field Settings, select Currency from the Field Type list.

5. In the Field Details, type a name in the Label field.

6. In the Length field, type the desired length of the total number of digits.

7. In the Rounding option, select Round Up from the drop-down list.

8. In the Decimal Places, type the number of decimal places you require.

9. In the Precision field, type the decimal’s rounding precision.

10. Click Save.

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ADD PICK LIST VALUES

By default, some of the industry standard pick list values are available in each module. You can modify the pick list values as per your organization's business process and replace the existing value with new value so that records get associated to new values.

To add/modify pick list values

1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup  [Module]
1.
Log in to Zoho CRM with Administrator privileges.
2.
Click on Setup  [Module] Settings  Field List.
3.
In the [Module] List page, edit the field with data type Pick List (For example, Lead Source field in the Lead List
page).
4.
In the Edit Pick List page, add/modify values in the Values list box. Once you have updated the pick list values you
can sort the values alphabetically and use the first values as the default pick list value.
5.
Click Save.
Note:
If you delete/modify any of the pick list values, records associated with the values are changed to "None" and the
deleted values are no longer used.
It is recommended to first change the values in records to another value and then delete/modify the pick lists.

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ADD MULTI-SELECT PICK LIST VALUES

This option enables selecting multiple values while creating or editing record. For instance, your organization may be offering different services and some of your customers may be interested in multiple services. In this case you can use the multi-select pick list value instead of single pick list value while creating a potential.

Periodically, you can modify the pick list values as per your organization's business process and replace the existing value with new values so that records will get associated to new values.

To add/modify Multi-select pick list values

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup [Module] Settings Field List.

3. In the [Module] Fields page, click on New Custom Field Multi-select Pick List.

4. Add / Modify the Pick List Values. Once you have updated the pick list values you can sort the values alphabetically

and use the first values as the default pick list value.

5. Click Save.

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CREATE LOOKUP FIELD

The Lookup field helps to establish relationship between different modules (linking two different modules: Accounts with Contacts) or establishing parent-child relationship with a module. Examples of Parent-Child Relationship:

Parent Account - Member Accounts (Doing business with Head Quarter Company and multiple divisions within company)

Contact - Member Contacts

Case - Sub Case

Potential - Part Payment

Product - Part Products

Solution - Related Solutions

To Create Lookup Field

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup [Module] Settings Field List.

3. In the Field List page, click on New Custom Field.

4. In the [Module] Custom Field List page, do the following:

1. Select the field type as Lookup.

2. Under the Provide Field Details section, specify name of the Lookup field, select the linking module and

add the related list view name.

5. Click Save.

specify name of the Lookup field, select the linking module and add the related list view

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6. Now select Setup [Module] Settings Organize [Module] Details.

7. In the Organize [Module] Details page, change the order of the custom related list (Example: Member Contact

created for Reports to lookup).

change the order of the custom related list (Example: Member Contact created for Reports to lookup).

8. Click Save.

change the order of the custom related list (Example: Member Contact created for Reports to lookup).

To Use Lookup Field

1. Click on [Module] Tab (Example: Contacts tab).

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2. In the [Module] Home page, select the record to be linked to the other record.

3. In the Record Edit page, select the lookup field. For example, 'Reports' field for establishing parent-child

relationship between two contacts.

In this scenario one contact reports to the other contact in customer organization.

4. Click Save.

5. In detail view of the record, you can see the new record under the custom related list section. For example, under

Member Contacts section you can view all the contacts reporting to the primary contact as given below:

example, under Member Contacts section you can view all the contacts reporting to the primary contact

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CREATE AUTO NUMBER FIELD

The auto number type custom field helps classifying the records by unique numbers. Once the auto number field is added to CRM module, the number gets added sequentially to the new records. This can be used to update the existing records also; for instance, Invoice Number, Quote Number or Sales Order.

To create auto number field

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup [Module] Settings Fields List.

3. In the [Module] Fields page, click on New Custom Field.

4. In the New Custom Field page, do the following:

In the Select Field Type section, select Auto-number.

In the Provide Field Details section, enter the field name, prefix, starting number and suffix.

5. Click Save.

The auto-number field is added to the respective module. To check the field, select the corresponding module and

add a record. The auto-number field is displayed once you save the record.

field, select the corresponding module and add a record. The auto-number field is displayed once you

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SPECIAL FIELDS

There are certain fields in Zoho CRM, which are not common to all modules. They are available and applicable only to particular modules depending on the purpose of their function. These special fields are:

Terms & Conditions Fields

Tax Rates Fields

Conversion Mapping

Stage Probability

Contact Roles

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CUSTOMIZE TERMS & CONDITIONS

This field allows having a boilerplate text for terms and conditions while creating Invoices, Quotes and Orders.

To customize Terms & Conditions

1. Log in to Zoho CRM with Administrator privileges. 2. Click on Setup  [Module]
1.
Log in to Zoho CRM with Administrator privileges.
2.
Click on Setup  [Module] Settings  Fields List.
3.
In the [Module] Fields List page, edit the Terms & Conditions field.
4.
In the Terms & Conditions page, specify the terms.
5.
Click Save.
Depending on the module for which the Terms & Conditions are created, the text gets automatically displayed in
the page (Invoice / Quote / Order).
Note:
The Terms & Conditions field is available only for the Invoice, Quote and Order modules.
This field is displayed only for the new records and does not roll up for the existing records page.

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ADD TAX RATES

The Tax Rates field allows defining different types of tax rates for the products you sell to your customers. Once the tax rates are added, you can select the tax type and rate while creating a quote, order, or invoice for the customers. For instance, Sales Tax = 10.5 %; VAT = 1%; etc.

To add Tax Rates

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup Product Settings Customize Tax Rates.

3. In the Customize Tax Rates page, click on Add Tax and specify the type of tax and tax rate in Tax Label and Tax

Value fields respectively.

4. Click Save.

Label and Tax Value fields respectively. 4. Click Save . To use Tax Rates 1. Click

To use Tax Rates

1. Click on the Invoice New Invoice.

2. In the Create Invoice page, specify the customer and product details.

3. In the Product Details section, click on Tax (after sub totaling the line items).

4. In the Group Tax box, select the default tax rates or specify the new rates.

5. Click Save.

the line items). 4. In the Group Tax box , select the default tax rates or

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CONFIGURE SALES STAGE

Sales Stage is very important criteria to identify the performance of organization-wide Sales pipeline. The default stage can be modified for new and converted leads.

To configure Sales Stage Pick list

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup Potential Settings Fields List.

3. In the Fields List page, edit the Sales Stage field.

4. In the Edit Pick List page, add/modify values in the Values list box.

Once you have updated the pick list values you can sort the values alphabetically and use the first values as the default

pick list value.

5. Click Save.

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MAP STAGE-PROBABILITY VALUES

The Stage-Probability mapping page provides the following operations:

Create different types of Sales stages according to your organization-wide Sales process

Associate Probability values to the Sales stages

Associate Forecast types (Open, Closed-won, or Closed-lost) to Sales stages

Associate Forecast categories (Pipeline, Closed, Omitted, Best Case, or Committed)

To map stage and probability values

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup Potential Settings Stage-Probability Mapping.

3. In the Stage-Probability Mapping page, do the following:

Add the Sales Stage and the corresponding Probability of closing the sales deal

Delete Sales Stage and assign the existing Probability to another Sales Stage value

To modify the existing Sales Stages, use the Replace option.

4. Click Save.

To map sales stage and forecast type

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup Potential Settings Stage-Probability Mapping.

3. In the Stage-Probability Mapping page, do the following:

Add the Sales Stage and the corresponding Forecast Type

Delete Sales Stage and assign the existing Forecast Type to another Sales Stage value.

4. Click Save.

To map sales stage and forecast category

1. Log in to Zoho CRM with Administrator privileges.

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2. Click on Setup Potential Settings Stage-Probability Mapping.

3. In the Stage-Probability Mapping page, do the following:

Add the Sales Stage and the corresponding Forecast Category

Delete Stage and assign the existing Forecast Category to another Sales Stage value.

4. Click Save.

Category to another Sales Stage value. 4. Click Save . Note:      For a

Note:

 
 

For a better sales pipeline analysis assign different probabilities to sales stage values.

For each stage assign probability in the range of 0 to 100.

You may consider using probability value as '100' when the deal is closed-won and '0' when the deal is closed-lost.

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CUSTOMIZE CONTACT ROLES

While prospecting, there is a need to contact different persons (contacts) to close the sales deal. Contact Roles helps in knowing the role of the contact in the prospecting organization and thus have the right discussion with the right person. For instance, explaining details about the product price and discounts is always better with the financial manager where as product features should be discussed with the product manager.

By default, some of the contact roles viz., Decision Maker, Product Management, Purchasing and other roles are available. However, the contact roles can be customized according to specific business processes.

To add/modify contact roles

1. Log in to Zoho CRM with Administrator privileges.

2. Click on Setup Potential Settings Contact Roles.

3. In the Edit Contact Roles page, do the following:

a. Click on Add Role to add a new role.

b. Click on Delete Role after selecting the role(s) to delete role(s).

c. Modify the existing roles from the Contact Role text box.

4. Click Save.

selecting the role(s) to delete role(s). c. Modify the existing roles from the Contact Role text

To add contact roles to contacts

1. Click the Potentials tab.

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2. In the Potentials: Home page under Potential List section, select the required potential.

3. In the Potential Details page under Contact Roles section, list of contacts associated with potential are displayed. Click

the Add Role button.

4. In the Contact Roles Mapping page, for each contact select the role from the Contact Role drop-down list.

5. Click Save after associating roles to all the contacts.

select the role from the Contact Role drop-down list. 5. Click Save after associating roles to

Zoho CRM Product Customization

STANDARD FIELDS

The following tables give the available list of fields in the Zoho CRM Modules along with their description.

LEADS

Field Name

Description

 

Data type

Maximum Limit

Lead Owner

Select the Zoho assigned.

CRM

user to whom the Lead

to

be

Lookup

-

Salutation

Select the salutation from the drop-down list.

 

Pick list

-

First Name

Specify the first name of the lead.

 

Text box

Alphanumeric(40)

Title

Specify the job position of the lead.

 

Text box

Alphanumeric(50)

Last Name*

Specify

the

last

name

of

the

lead.

This

field

is

a

Text box

Alphanumeric(80)

mandatory.

 

Company*

Specify the name of the company where the lead is working. This field is a mandatory.

Text box

Alphanumeric(100)

Lead Source

Select the source of the lead, that is, from where the lead is generated.

Pick list

-

Industry

Select the industry to which the lead belongs.

 

Pick list

-

Annual

Specify the annual revenue of the company where the lead is working.

Text box

Decimal (19)

Revenue

Phone

Specify the phone number of the lead.

 

Text box

Alphanumeric(50)

Mobile

Specify the mobile number of the lead.

 

Text box

Alphanumeric(50)

Fax

Specify the fax number of the lead.

 

Text box

Alphanumeric(50)

Zoho CRM Product Customization

Field Name

Description

Data type

Maximum Limit

E-mail

Specify the E-mail address of the lead.

Email

Alphanumeric

and

Special

characters(100)

Skype ID

Specify the Skype ID of the lead. Currently Skype ID can be in the range of 6 to 32 characters.

Text box

Alphanumeric(50)

 

Web site

Specify the Web site of the lead.

URL

Alphanumeric

and

Special

characters(50)

Lead Status

Select the status of the lead from the drop-down list.

Pick list

-

Rating

Select the rating of the lead from the drop-down list.

Pick list

-

No of

Specify the number of employees in leads company.

Text box

Integer (50)

Employees

Email Opt-out

Select the check-box to remove leads from your mailing list so that they will not receive any emails from your Zoho CRM account.

Check box

-

Campaign

Select the campaign related to the Lead.

Lookup

-

Source

Created By

Displays name of the user created the Lead first time.

Name,

-

Date/Time

Modified By

Displays name of the user modified the Lead.

Name,

-

Date/Time

Street

Specify the street address of the lead.

Text box

Alphanumeric(250)

 

City

Specify the name of the city where the lead lives.

Text box

Alphanumeric(30)

 

State

Specify the name of the state where the lead lives.

Text box

Alphanumeric(30)

 

ZIP Code

Specify the postal code of the leads address.

Numeric

Integer(30)

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Field Name

Description

Data type

Maximum Limit

Country

Specify the name of the leads country.

Text box

Alphanumeric(30)

Description

Specify any other details about the lead.

Text area

320000 characters

(long text)

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ACCOUNTS

Field Name

Description

Data type

Maximum Limit

Account

Specify the company name. This field is mandatory.

Text box

Alphanumeric(100)

Name*

Account

Select the Zoho CRM user to whom the account to be assigned. By default the record is assigned to the user who creates it.

Look up

-

Owner

Website

Specify the URL of the companys Web site.

URL

Alphanumeric(30)

Ticker

Specify the ticker symbol of the Company.

Text box

Alphanumeric(30)

Symbol

Parent

Select the parent company name from the Change pop- up dialog.

Lookup

-

Account

Employees

Specify the number of employees in account’s company.

Text box

Integers(10)

Ownership

Specify the type of ownership of the company.

Text box

Alphanumeric(50)

Industry

Select the type of industry from the drop-down list.

Pick list

-

Account Type

Select the type of account from the drop-down list.

Pick list

-

Account

Specify the reference number for account. Up to 40 characters are allowed in this field.

Text box

Number

Number

Account Site

Specify the name of the account’s location, for example, Headquarters or London. Up to 80 characters are allowed in this field.

Text box

Alphanumeric(30)

Phone

Specify phone number of the account.

Text box

Alphanumeric(30)

Fax

Specify fax number of the account.

Text box

Alphanumeric(30)

Zoho CRM Product Customization

Field Name

Description

Data type

 

Maximum Limit

E-mail

Specify the official E-mail address of the account.

E-mail

Alphanumeric

and

Special

characters(100)

Rating

Specify the rating of the account.

Pick list

-

SIC Code

Specify the Standard Industrial Classification code of the account.

Text box

 

Integers(10)

Created By

Displays name of the user created the Account first time.

Name,

-

Date/Time

 

Modified By

Displays name of the user modified the Account.

Name,

-

Date/Time

 

Annual

Specify the annual revenue of the account.

Numeric

 

Integers(10)

Revenue

 

Billing

Specify the billing address of the account to send the quotes, invoices, and other agreements.

Street - Text box

Alphanumeric(250)

 

Address

 
 

City - Text box

Alphanumeric(30)

 

Street

 

State - Text box

Alphanumeric(30)

 

City

 

Code - Text box

Alphanumeric(30)

 

State

 

Country- Text

Alphanumeric(30)

 

Code

box

 

Country

Shipping

Specify the shipping address of the account to deliver the shipment.

Street - Text box

Alphanumeric(250)

 

Address

 
 

City - Text box

Alphanumeric(30)

 

Street

 

State - Text box

Alphanumeric(30)

 

City

 

Code - Text box

Alphanumeric(30)

 

State

 

Country

-

Text

Alphanumeric(30)

 

Code

box

 

Country

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Field Name

Description

Data type

Maximum Limit

Description

Specify any other details about the account.

Text area (long text)

32000 characters

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CONTACTS

Field Name

Description

Data type

Maximum Limit

Contact

Select the Zoho CRM user to whom the account to be assigned.

Lookup

-

Owner

Salutation

Select the Salutation of the contact, such as Mr., Ms, Mrs., or others.

Pick list

-

First Name

Specify the first name of the contact.

Text box

Alphanumeric(40)

Last Name*

Specify the last name of the contact. This field is mandatory.

Text box

Alphanumeric(40)

Account

Select the account related to the contact.

Lookup

-

Name

Vendor Name

Select the vendor related to the contact.

Lookup

-

Campaign

Select the Campaign related to the contact.

Lookup

-

Source

Lead Source

Select the source from which the contact is created.

Pick list

-

Title

Specify the job position of the contact.

Text box

Alphanumeric(50)

Department

Specify the department of the contact.

Text box

Alphanumeric(30)

Date of Birth

Specify the birthday of the contact to send greetings for a better relationship.

Date

-

Reports To

Select the person to whom the contact reports.

Text area

255 characters

Created By

Displays name of the user created the contact first time.

Name,

-

Date/Time

Zoho CRM Product Customization

Field Name

Description

Data type

Maximum Limit

Modified By

Displays name of the user modified the contact.

Name,

-

Date/Time

Email Opt Out

Select the check-box to remove contacts from your mailing list so that they will not receive any emails from your Zoho CRM account

Check box

-

Skype ID

Specify the Skype ID of the contact. Currently Skype ID can be in the range of 6 to 32 characters.

Text box

Alphanumeric(50)

Assigned To

Select the name of the user to whom the contact has to be assigned.

Lookup

-

Phone

Specify the office phone number of the contact.

Text box

Alphanumeric(50)

Mobile

Specify the mobile number of the contact.

Text box

Alphanumeric(50)

Home Phone

Specify the home phone number of the contact.

Text box

Alphanumeric(50)

Other Phone

Specify the other phone number of the contact (if any).

Text box

Alphanumeric(50)

Fax

Specify the Fax number of the contact.

Text box

Alphanumeric(50)

E-mail

Specify the primary E-mail address of the contact.

Text box

Alphanumeric(100)

Assistant

Specify the name of the contact’s assistant.

Text box

Alphanumeric(100)

Asst Phone

Specify the phone number of the contact’s assistant.

Text box

Alphanumeric(100)

Mailing

Specify the primary address of the contact.

Street - Text box

Alphanumeric(250)

Address

City - Text box

Alphanumeric(30)

Street

State - Text box

Alphanumeric(30)

City

Code - Text box

Alphanumeric(30)

State

Country- Text

Alphanumeric(30)

Zoho CRM Product Customization

Field Name

Description

Data type

Maximum Limit

Zip

 

box

 

Country

Other

Specify the other address of the contact (if any).

Street - Text box

Alphanumeric(250)

Address

City - Text box

Alphanumeric(30)

Street

State - Text box

Alphanumeric(30)

City

Code - Text box

Alphanumeric(30)

State

Zip

Country - Text box

Alphanumeric(30)

Country

Description

Specify any other details about contact.

Text area (long text)

32000 characters

Zoho CRM Product Customization

POTENTIALS

Field Name

Description

 

Data type

Maximum Limit

Potential

Select the Zoho CRM user to whom the Potential to be assigned.

Lookup

-

Owner

Potential

Specify name of the potential. This field is mandatory.

Text box

Alphanumeric(120)

Name*

Account

Select name of the account to which potential has to be created. This field is mandatory.

Lookup

-

Name*

Type

Select the type of potential (New Business or Existing Business) from the drop-down list.

Pick list

-

Lead Source

Select the lead source from the drop-down list

 

Pick list

-

Campaign

Select the campaign related to the contact.

 

Lookup

-

Source

 

Contact Name

Select the contact related to the contact.

 

Lookup

-

Amount

Specify the amount that can be expected after closing the potential.

Text box

Decimal (10)

Closing Date*

Specify or select the expected close date. This field is mandatory.

Date

-

Next Step

Specify the next step of the sales process.

 

Text box

Alphanumeric(100)

Stage*

Select the sales stage from the drop-down list. This filed is mandatory.

Pick list

-

Probability

Specify the probability of closing a potential.

 

Text box

Decimal (2,2)

Expected

Specify

the

revenue

expected

after

launching

the

Currency

-

Zoho CRM Product Customization

Field Name

Description

Data type

Maximum Limit

Revenue

campaign.

   

Created By

Displays name of the user created the potential first time.

Name, Date/Time

-

Modified By

Displays name of the user modified the potential.

Name, Date/Time

-

Description

Specify any other details about potential.

Text area (long text)

32000 characters

Zoho CRM Product Customization

CAMPAIGNS

Field Name

Description

 

Data type

Maximum Limit

Campaign

Select the Zoho CRM users name to whom the campaign to be assigned.

Lookup

-

Owner

Campaign

Specify the name of the campaign.

 

Text box

Alphanumeric(40)

Name*

 

Type

Select the type of the campaign.

 

Check box

-

Status

Select the status of the campaign.

 

Pick List

-

Start Date

Specify the date on which the campaign starts.

 

Date

-

End Date

Specify the date on which the campaign ends.

 

Date

-

Expected

Specify

the

revenue

expected

after

launching

the

Currency

-

Revenue

campaign.

 

Actual Cost

Specify the actual amount spent on the campaign.

 

Currency

-

Budgeted Cost

Specify

the

planned

amount

to

be

spent

on

the

Currency

-

campaign.

 

Expected

Specify the campaign turnout percentage.

 

Percent

-

Response

 

Num sent

Specify the number of leads/contacts to whom the campaign details has been sent.

Text box

Integers

Created By

Displays name of the user created the campaign first time.

Name, Date/Time

-

Modified By

Displays name of the user modified the campaign.

 

Name, Date/Time

-

Zoho CRM Product Customization

Field Name

Description

Data type

Maximum Limit

Description

Specify additional details about the campaign.

Text area

32000 characters

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FORECASTS

Field Name

Description

Data type

Maximum Limit

Year*

Select the fiscal year from the drop-down list.

Pick list

-

Quarter*

Select the quarter of the fiscal year.

Pick list

-

Month

Display the month of the selected quarter.

Month

-

Quota

Specify the quota for the month.

Currency

-

Closed

Display the amount from the closed won potentials.

Currency

-

Committed

Specify the total amount a sales person confident of closing during forecast period.

Currency

-

Amount

Best Case

Specify the amount a sales person might be closing. This amount can be either more or less than Commit Amount.

Currency

-

Amount

Pipeline

Displays the amount in the sales pipeline.

Currency

-

Owned By

Displays the owner of the forecast.

Lookup

-

Created By

Displays the person created the forecast first time.

Name, Date/Time

-

Last Modified

Displays the person modified the forecast.

Name, Date/Time

-

By

Zoho CRM Product Customization

CASES

Field Name

Description

Data type

Maximum Limit

Case Number

Display the case ID after creating a case.

Number

16 digit

Product

Select the product name related to the case.

Lookup

-

Name

Case Owner

Select the name of the Zoho CRM user to whom the Case to be assigned.

Lookup

-

Subject*

Specify the title of the Case. This field is mandatory.

Text box

Alphanumeric(255)

Priority

Select the priority of the Case from the drop-down list.

Pick list

-

Status*

Select the status of the Case from the drop-down list.

Pick list

-

Reported By

Displays the name of the contact.

-

-

Related To

Select the name of the contact who submitted the Case.

Lookup

-

Type

Select the type of problem. It can be a general question, feature request, or real issue in your product/service.

Pick list

-

Case Origin*

Select the source from which the case has been generated. You can select Email, Phone, or Website. If you select Email, you must specify the Email ID of the customer.

Pick list

-

Email

Specify the Email ID of the contact.

Email

Alphanumeric and

Special characters

Account

Select the account related to the case.

Lookup

-

Name

Potential

Select the Potential related to the case.

Lookup

-

Name

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