The CRM Zen Show Episode 264 – Kaizen Söze

Zoho News

• Zoho FSM Officially Launches
  • Finally, it is out of beta, with app extensions ready to go.  This will not be included with Zoho One.
• Zoho Analytics Updates – August’23
  • Nothing crazy this month, mainly QOL of life features and enhancements.
• Zia Integration with Open AI for CRM
  • You can now use ChatGPT within CRM through Zia.
• Zoho CRM Introduces Profile-Based Home Pages Sharing
  • Before this update, you could only assign one profile-based home page.  Now you have up to 10 custom home pages.
• Zoho Mail Mobile Adds SecurePass Email Support
  • Support for this feature is now available for mobile versions of Zoho Mail.
• Kaizen Celebrates 100 Posts
  • “Continues Improvements” Zoho’s developer community celebrates its 100th post.
• Zoho Meeting Adds New Files Tab
  • Share files associated with your meeting now in one location.
• Zoho Desk Monthly Round-up – July’23
  • In case you missed it, here is everything that happened last month with Zoho Desk.
• Zoho CRM Community Digest – July’23
  • And CRM.
• Bigin iOS App Update To Organization Details
  • Lastly, wrapping up this week’s news, you can now edit your organization’s details directly in Bigin iOS.

Implementation of the Week

• Automated File Management as Component of CRM Cases Workflows
  • In this implementation, we’re working in the CRM Cases module where records are created via a Zoho Form integration
  • These cases represent specific service requests placed to our client
  • These service requests oftentimes contain video/photo attachments provided by the customer
  • Natively, these attachments are added to the Attachments related list on the CRM Case
  • However, our client is a heavy user of ZWorkDrive to avoid paying the high costs for additional CRM file storage
  • To solve for this, we set up a custom function that runs after Case creation
  • This function searches the related Account for a WorkDrive Folder URL created specifically for that Account
  • The files will be placed in a subfolder for that Case within the Account-specific folder
  • Lastly, the files are linked back to the case for easy access, and the CRM attachments are deleted to not inflate storage amounts.

Code Share of the Week

• Update CRM Deals with CallRail Data
  • CallRail is a call tracking tool that provides UTM data on leads that call your business. 
  • This snippet is used in connection with Zoho Flow and Zoho Analytics to move that data from CallRail to Zoho CRM. 
  • The basic idea is a Zoho Flow that triggers on a CallRail webhook payload and adds it to an analytics table. Then a pivot table shows only data rows that are not synced to the CRM. 

This Week’s Read

• AI’s transformative impact on business intelligence and its role in predictive analytics
  • This week’s read comes from the Zoho Blog about their take on utilizing AI/Zia and integrating it with BI to extract insights. 

New On Zenatta

• Zenatta Blogs
  • Telephony Solutions For Zoho
    • In case you missed it, last week, we did our monthly webinar on telephony solutions for Zoho.  Here is a complete write-up along with the video.

Tips and Tricks

• Understanding Lookup Fields In Zoho Creator
  • This week’s tip is a foundational walk-through of Lookup Fields in Zoho Creator.