Zoho CRM: Administration, Customization, and Operations

Introduction to Zoho CRM

• Core features and business value
• Interface navigation and module structure
• User types and access management

Lead and Contact Management

• Creating and qualifying leads
• Converting leads to deals
• Maintaining accounts and contact records

Customization and Configuration

• Custom fields and modules
• Page layouts and views
• Automation with workflows, rules, and actions

Reporting and Dashboards for Analysis

• Creating and customizing reports
• Building and interpreting dashboards
• Filtering, grouping, and KPI analysis

Change Control and Governance

• Version tracking for customizations
• Audit logs and activity tracking
• Best practices for process documentation and approval workflows

Data Management and Import/Export

• Importing leads, contacts, and other records
• Data deduplication and cleanup
• Data backup and migration tools

Integration and Extension

• Integrating Zoho CRM with Zoho suite (e.g., Campaigns, Books)
• Third-party app integration (e.g., Google Workspace, Outlook)
• Using APIs and Webhooks (overview)

Monitoring, Support, and Improvement

• Monitoring user activity and system performance
• Admin tools and support resources
• Planning for scale and continuous improvement

Summary and Next Steps