The CRM Zen Show Episode 327 – Hit Me With Your Best Tag

Zoho News

• Zoho CRM: Enhanced Tag Management with Import Overwrite
  • This is a fantastic quality-of-life update, allowing users to append tags on import rather than only replacing them.
• Zoho CRM: Expanded Language Support for Enhanced Global Accessibility
  • This feature is now available in Japan, Australia, China, and the EU, providing users with more granular control.
• Zoho CRM: Enhanced Data Exposure for Portal Users
  • This is a significant update to the portal, enabling users to secure data that is exposed to portal users.
• Zoho Desk: Blueprint Transitions for IM Tickets
  • This update enables agents to interact with customers instantly during workflow transitions, streamlining response times and improving the customer experience.
• Zoho Desk: Enhanced Ticket Assignment with Agent-Level Thresholds 
  • With round-robin assignments, you can now set thresholds to specify the maximum number of tickets each agent can handle.
• Zoho Projects: User Module Revamp (Android)
  • A variety of useful enhancements have been made to the user modules interface and functionality on Android.
• Zoho Mail: Enhanced Security for Sensitive Admin Operations
  • Admins now require MFA re-authentication for sensitive actions in the Zoho Mail Admin Console, enhancing security for key operations.
• Trident Mac OS (V1.9.0)
  • Introducing shared folder viewing, in-chat search, Desk Smart Mail commenting, iOS camera integration, and improved contact search

Implementation of the Week

• CRM Deal Owner History Tracking via Subform 
  • This implementation actually comes from within the Zenatta CRM, as we built this for ourselves
  • The goal here was to create a cleaner way to track the history of Deal Ownership throughout the lifecycle of an engagement
  • We needed this because, while an engagement generally stays with one Consultant for it’s lifecycle, there are teams we may reassign clients based on the skill requirements, timeline, and internal bandwidth
  • First, Greg added a subform to our Deal record where we can store a row for each Consultant who has owned a Deal, as well as the start and stop dates of their ownership
  • Then, we set up a workflow/custom function that triggers upon change of owner that will write appropriately to this subform
  • Lastly, we just needed to pull this data into Analytics, such that we can use it for our reporting requirements

Code Share of the Week

• Automate Task Owner Assignment in Zoho Projects with Custom API Function
  • This code snippet demonstrates how to update a task owner using the Task Update API in Zoho Projects. It runs as a custom function within Zoho Projects.
  • For the custom function parameters, I include the Project ID and designate the new task owner as the project owner. Therefore, the second parameter is the project owner’s data.

New On Zenatta

• Zenatta Blogs
  • How to Create and Use Custom Modules in Zoho CRM
    • A couple of weeks ago, we shared a Tip of the Week on Custom Modules. Here’s a full write-up to complement that tip.

Tips and Tricks

• Lookup Fields Tutorial for Zoho CRM || Zoho Premium Partner
  • In this tutorial, we guide you through setting up and using lookup fields in Zoho CRM. You’ll learn how to create both one-to-one and multi-select lookups, filter related records, auto-fill data, and use linking modules to effectively manage relationships between records.

This Week’s Quizzes

• Monday Quiz: What is the primary benefit of using job sheets in Zoho FSM for technicians?
• Wednesday Quiz: What happens to the reporting of email campaigns when bot filtering is enabled in Zoho Campaigns?