The CRM Zen Show Episode 322 – Luke, IM Your Father…of Customer Support

Zoho News

• Desk
  • Zoho Desk IM Enhancements
    • A barrage of enhancements including IG/FB messaging, a new business messaging widget, and updates to guided conversations.
  • WhatsApp Bulk Messaging Enhancement for Zoho Desk
    • Create a template and send them out in bulk to 50 people at a time.
  • Pin Important Comments
    • Within tickets, you can now pin comments or threads.
    • Pin Important Comments (Android)
• FSM
  • Introducing Job Sheets for Zoho FSM
    • These are essentially forms to be filled out for services.
  • Multi-language Support for Zoho FSM
    • 10 languages are now supported in Zoho FSM at the user-level.
• Projects
  • Zoho Projects Rename Task Module
    • The title says it all.
• Creator
  • Zoho Creator Connector Updates
    • Backend updates to Forte and Paypal connectors.
  • Zoho Creator Improves Email Deliverability
    • If you are using public domains, this is coming to an end.  So be sure to switch from your @yahoo to your company domain.  You will also want to make sure you set up your DKIM/SPF/DMARC.
• Other Product News
  • Zoho Lens now Supports Apple Vision Pro
    • Cool to see new support features being rolled out for those using the Apple Vision Pros.
  • Bigin iOS 18 Update
    • Bigin is always on top of the game with the latest iOS rollouts.  Check out all the new enhancements rolled out with the latest iOS updates.
  • Bot Filtering Analytics for Zoho Campaigns
    • Filter out bot engagement with emails that you have sent out.
  • Payment Updates to Zoho Bookings Gateways
    • Just like the creator update above, Forte and Paypal connections have been updated for security purposes.
  • Zoho Writer: Update Required for Published and Embedded Documents
    • This is more of a PSA, if you have old documents that have embed links that are still being shared with the public, you will want to revisit and update them.
  • More META API changes impacting metrics
    • And some more endpoints have been removed further reducing some metrics that were previously available.

Implementation of the Week

• Zoho CRM + CompanyCam Integration
  • CompanyCam is an excellent tool that allows your field team to easily take and annotate pictures while on site, and store them in a unique folder for each Project
  • While we can recreate some of that functionality within Zoho, it’s definitely not as smooth as a process
  • In this case we chose to integrate, rather than replace, this tool so that our client’s team has the best experience
  • To accomplish this, we set up a function where, once a Deal hits the appropriate stage in CRM, a new Project/Folder is created in CompanyCam
  • Then, a link to this folder is added back to the Deal so that it is easy to access the correct Project as needed

Code Share of the Week

• Understanding the Zoho Deluge Code for Project Archival
  • Automates the export of data from a Zoho Analytics table containing completed Zoho projects using Zoho’s API.
  • Includes a delay to ensure the export process completes, then retrieves the exported data using the job ID.
  • Iterates through the exported data to identify and archive the completed projects in Zoho Projects, logging the results for review.

New On Zenatta

• Zenatta Blogs
  • Zoho and Integrations – Everything you need to know!
    • Learn more about Zoho integrations in this week’s article, covering everything from native integrations to third-party apps connected via API.

Tips and Tricks

• Configure Skill-Based Ticket Assignments in Zoho Desk
  • We’ve added more training videos to our Zoho Desk Team Training!  This week’s tip comes directly from our training course.

This Week’s Quizzes

• Monday Quiz: What is the new pricing structure for Zoho CRM portal user licenses starting from the next payment cycle?
• Wednesday Quiz: What are the revised maximum API credits for the Professional and Enterprise/Zoho One editions in Zoho CRM?