Class 12 It Chapter 3 Working with Zoho CRM Application

Class 12 It Chapter 3 Working with Zoho CRM Application Solutions English Medium As Per AHSEC New Syllabus to each chapter is provided in the list so that you can easily browse through different chapters Class 12 It Chapter 3 Working with Zoho CRM Application Question Answer and select need one. Class 12 It Chapter 3 Working with Zoho CRM Application Notes Download PDF. AHSEC Class 12 Elective It-ITes Question Answer English Medium.

Class 12 It Chapter 3 Working with Zoho CRM Application

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Working with Zoho CRM Application

Chapter: 3

SESSION 1: ZOHO DESK

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A. Multiple Choice Questions: 

1. Zoho Desk is primarily designed for efficient management of:  

(a) Sales Automation.  

(b) Customer Support.  

(c) Project Management.  

(d) Financial Accounting.  

Ans: (b) Customer Support.  

2. Which tool in Zoho Desk enhances customer service efficiency by providing tailored solutions?  

(a) Help Center.  

(b) Automated Task Handling.  

(c) Internal Repository.  

(d) Community Forums.  

Ans: (a) Help Center.  

3. Zoho CRM provides how many distinct editions tailored to meet diverse business requirements?  

(a) 3.  

(b) 4.  

(c) 5.  

(d) 6.  

Ans: (c) 5.  

4. What is necessary for accessing Zoho CRM?  

(a) File Downloads.  

(b) Continuous Internet Connectivity.  

(c) System Installation.  

(d) Local Memory Storage.  

Ans: (b) Continuous Internet Connectivity.  

5. Which section in Zoho CRM provides a breakdown of storage usage for images, attachments, and email templates?  

(a) File Storage.  

(b) Data Storage.  

(c) Recycle Bin.  

(d) System Configurations.  

Ans: (a) File Storage.  

6. Which of the following functionalities of Zoho Desk involves automating ticket handling?

(a) Connecting with customers via multiple touch points.  

(b) Providing a Help Center.  

(c) Automating essential and repeated tasks.  

(d) Creating Standard and Customized Reports.  

Ans: (c) Automating essential and repeated tasks.  

7. Zoho CRM offers support for how many languages?  

(a) 20.  

(b) 25.  

(c) 28.  

(d) 30.  

Ans: (c) 28.  

8. Which web browser is NOT compatible with Zoho CRM?  

(a) Google Chrome 73.  

(b) Safari 13.  

(c) Mozilla Firefox 69.  

(d) Internet Explorer 11.  

Ans: (d) Internet Explorer 11.  

9. Which editions does Zoho CRM offer?  

(a) Free, Basic, Premium.  

(b) Basic, Professional, Ultimate.  

(c) Free, Standard, Professional, Enterprise, Ultimate.  

(d) Basic, Standard, Enterprise, Premium. 

Ans: (c) Free, Standard, Professional, Enterprise, Ultimate.  

10. What operating systems are compatible with Zoho CRM?  

(a) Windows, Linux, Mac OS X.  

(b) Windows, Linux, iOS.  

(c) Windows, Android, Mac OS X.  

(d) Linux, iOS, Android.  

Ans: (a) Windows, Linux, Mac OS X.  

B. Fill in the Blanks:  

1. Zoho Desk offers diverse support channels like phone, email, social media, and web forms to gather customer inquiries and prioritize incoming tickets from various ______________. 

Ans: Sources.  

2. In Zoho CRM, storage space is categorized into two sections: ______________ and ______________.  

Ans: File Storage, Data Storage.  

3. Zoho Sign allows users to set up an electronic signature using three methods: ______________, ______________, and ______________.  

Ans: Type, Draw, Upload.  

4. To access Zoho Sign as a new user, creating a Zoho account using an email or using ______________, ______________, or ______________ account is necessary.  

Ans: Google, Microsoft, LinkedIn.  

5. Recipient authentication settings in Zoho Sign help configure the mode of ______________ delivery.  

Ans: Document.  

6. Zoho Desk allows gathering customer inquiries from various sources like ______________, email, social media, or web forms.  

Ans: Phone.  

7. Data storage in Zoho CRM encompasses the total space utilized by records within both ______________ and ______________ modules.  

Ans: Standard, Custom.  

8. Zoho Sign provides three methods to set up an e-signature: ______________, Draw, Upload. 

Ans: Type.  

9. Zoho CRM is a ______________ application. 

Ans: Cloud-based.  

10. Zoho CRM supports multiple operating systems including ______________, ______________, ______________.  

Ans: Windows, Linux, Mac OS X. 

C. State whether the following statements are True or False:

1. Zoho Desk primarily focuses on sales automation.  

Ans: False.  

2. Zoho CRM supports 28 different languages.  

Ans: True.  

3. Zoho Sign administrators cannot modify organization details.  

Ans: False.  

4. Zoho CRM requires file downloads for local storage.  

Ans: False.  

5. Zoho Sign offers recipient authentication settings but doesn’t provide email delivery configuration options. 

Ans: False.  

6. Zoho Desk requires file downloads and installations on the local computer to utilize the software.  

Ans: False.  

7. Zoho CRM offers support for 25 languages.  

Ans: False.  

8. Automatic Reminders and Send in Order are options available within Request Defaults in Zoho Sign.  

Ans: True.  

9. Continuous internet connectivity is not necessary to access Zoho CRM.  

Ans: False.  

10. Zoho Sign allows users to create, edit, and oversee document folders and document types.  

Ans: True.  

D. Answer the following question in short:

1. What are the core functionalities of Zoho Desk?

Ans: (i) Connecting with your customers via multiple touch points: Gather customer inquiries from various sources like phone, email, social media, or web forms and prioritize incoming tickets. Moreover, our community forums serve as a space for customer discussions, allowing seamless conversion of forum posts into actionable tickets.

(ii) Making use of various tools for agent’s productivity: Enhance customer service efficiency and resolution times by establishing an internal repository of solutions and articles accessible to agents. This Help Desk Solution equips your support teams to swiftly offer tailored solutions for customer tickets, saving valuable time otherwise spent repeatedly crafting the same responses.

(iii) Providing a Help Center: Empower proactive customer assistance by developing a tailored self-service customer portal, eliminating the need for immediate support contact. This customizable platform aligns with your brand’s identity and incorporates vital features such as an extensive knowledge base, a community forum, and a ticket management system for users to submit, monitor, and track their inquiries.

(iv) Automating essential and repeated tasks: Automate ticket handling by sending acknowledgment emails upon customer submissions, assigning tickets to agents based on specific criteria, and notifying both customers and agents through email or SMS alerts. Moreover, establish Service Level Agreements (SLAs) to set ticket deadlines and enable multi-level escalation for overdue tickets.

(v) Create Standard and Customized Reports: Assess your help desk operations and vital statistics regarding your support center’s performance through intuitive, in-built reporting tools. Easily generate tailored reports to gauge distinct elements of your ticketing process, including average resolution times, daily closures per agent, ticket openings, and additional relevant metrics.

(vi) Maintaining a secure database: Handle sensitive customer data with control by establishing profiles, roles, and groups within Zoho Desk. Customize data-sharing rules and field-level security settings to safeguard proprietary information, maintaining robust protection for sensitive data.

2. How does Zoho Desk facilitate customer inquiries from various sources? 

Ans: Gather customer inquiries from various sources like phone, email, social media, or web forms and prioritize incoming tickets. Moreover, our community forums serve as a space for customer discussions, allowing seamless conversion of forum posts into actionable tickets.

3. Name two ways Zoho Desk enhances agent productivity. 

Ans: (i) Establishing an internal repository of solutions and articles accessible to agents.

(ii) Swiftly offers tailored solutions for customer tickets, saving valuable time otherwise spent repeatedly crafting the same responses.

4. Explain the purpose of the Help Center in Zoho Desk.

Ans: Providing a Help Center: Empower proactive customer assistance by developing a tailored self-service customer portal, eliminating the need for immediate support contact. This customizable platform aligns with your brand’s identity and incorporates vital features such as an extensive knowledge base, a community forum, and a ticket management system for users to submit, monitor, and track their inquiries.

5. What tasks can be automated within Zoho Desk?

Ans: Automate ticket handling by sending acknowledgment emails upon customer submissions, assigning tickets to agents based on specific criteria, and notifying both customers and agents through email or SMS alerts. Moreover, establish Service Level Agreements (SLAs) to set ticket deadlines and enable multi-level escalation for overdue tickets.

6. How does Zoho Desk enable assessment of help desk operations? 

Ans: Create Standard and Customized Reports: Assess your help desk operations and vital statistics regarding your support center’s performance through intuitive, in-built reporting tools. Easily generate tailored reports to gauge distinct elements of your ticketing process, including average resolution times, daily closures per agent, ticket openings, and additional relevant metrics..

7. What are the editions offered by Zoho CRM? 

Ans: Zoho CRM is offered in five distinct editions:

(i) Free Edition.

(ii) Standard Edition.

(iii) Professional Edition.

(iv) Enterprise Edition.

(v) Ultimate Edition.

8. What system configurations are compatible with Zoho CRM? 

Ans: Zoho CRM operates as a cloud-based application and does not need to be stored on your local system. Continuous internet connectivity is required.

Zoho CRM is compatible with the following operating systems: Windows, Linux, and Mac OS X.

Web Browsers: Google Chrome 73 and more, Safari 13 and more, and Mozilla Firefox 69 and more.

Note: Internet Explorer is not compatible with Zoho CRM.

9. How is storage space categorized in Zoho CRM?

Ans: In Zoho CRM, storage space is categorized into two sections: Data and File, providing a clearer breakdown of usage based on images, attachments, and email templates.

Data storage: lists the total space used by all records within both standard and custom modules.

File storage: represents the total storage used by attachments, email templates, images, company files, and documents.

10. What are the key functionalities of setting up a Zoho Sign account? 

Ans: Within the account settings, users have the ability to adjust sending options and recipient experiences. They can also create, edit, and oversee document folders, document types, and trusted domains. Additionally, they can enable or disable blockchain stamping and email domain verification, set up automatic cloud backup, and activate Document Timestamp functionality.

Request Defaults: Activate the ‘Automatic Reminders’ and ‘Send in Order’ options. Specify the frequency of automatic reminders and select the interval for the number of days. Note: This option is used to configure the default settings. These settings can be edited for individual documents while sending.

Recipient Authentication: Configure recipient authentication settings to ensure secure document access. Choose the mode of OTP delivery. Email Delivery – Select the specific email address to deliver the documents and verify your domain ownership. Note that only custom domains (e.g., zylker.com) can be verified.

SESSION  2: MANAGING DATA

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SESSION 3: IMPORTING AND EXPORTING DATA

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SESSION 4: CREATING CONTACTS

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