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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 |
| Check Your Progress |
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 |
| Check Your Progress |
A. Multiple Choice Questions:
1. Which of the following is NOT among the day-to-day activities recommended for effective data management in CRM?
(a) Exporting data.
(b) Dealing with duplicate data.
(c) Uploading files without filtering.
(d) Organizing events in the CRM calendar.
Ans: (c) Uploading files without filtering.
2. What is the purpose of the “Import My Organization Records” option in CRM?
(a) Export data to external sources.
(b) Import records from external sources assigned to you or other users.
(c) Delete all records in the CRM.
(d) Schedule events in the CRM calendar.
Ans: (b) Import records from external sources assigned to you or other users.
3. How can one export data in Zoho CRM?
(a) Only request a backup.
(b) By manually exporting records or requesting a data backup.
(c) Importing from external sources.
(d) Use page-level and record-level navigation.
Ans: (b) By manually exporting records or requesting a data backup.
4. What does record-level navigation in CRM facilitate?
(a) Moves between specific pages.
(b) Sorts records according to parameters.
(c) Helps navigate between individual records.
(d) None of the above.
Ans: (c) Helps navigate between individual records.
5. Which feature in CRM allows for bulk operations like mass updates and deletions?
(a) Advanced Filters.
(b) Page-level navigation.
(c) Bulk record actions.
(d) Organizing events in the CRM calendar.
Ans: (c) Bulk record actions.
6. What does Zoho CRM offer for scheduling events and calls?
(a) Dedicated mobile app.
(b) Integrated CRM calendar.
(c) External scheduling tool.
(d) Personal assistant service.
Ans: (b) Integrated CRM calendar.
7. How is storage space categorized in Zoho CRM?
(a) Only in Data and File categories.
(b) Data and File, each further divided into Storage and Usage.
(c) Only as Data, without subdivisions.
(d) Unlimited storage space.
Ans: (b) Data and File, each further divided into Storage and Usage.
8. What determines the size of data storage for different modules in Zoho CRM?
(a) Fixed size for all modules.
(b) Size based on the average consumption of a user.
(c) Unlimited storage space.
(d) Size based on the number of modules.
Ans: (b) Size based on the average consumption of a user.
9. What does the “Storage” page under Data Administration in Zoho CRM provide?
(a) Detailed breakdown of file storage usage.
(b) Data and file storage overview.
(c) User subscription details.
(d) None of the above.
Ans: (b) Data and file storage overview.
10. How can additional file storage be acquired in Zoho CRM?
(a) By purchasing up to 5GB extra storage for free.
(b) Through manual uploads of additional files.
(c) By purchasing extra storage via the Manage Subscription page.
(d) It’s not possible to get additional file storage.
Ans: (c) By purchasing extra storage via the Manage Subscription page.
B. Fill in the Blanks:
1. The advanced filters in CRM help in sorting records based on various ______________.
Ans: Parameters.
2. ______________ navigation helps in moving between specific pages.
Ans: Page-level.
3. The total space occupied by records within both standard and custom modules is categorized under ______________.
Ans: Data Storage.
4. File storage includes the space taken up by images, attachments, email templates, and documents linked to ______________.
Ans: Records.
5. Zoho CRM offers the option to import records assigned to you or other users using the “______________” feature.
Ans: Import My Organization Records.
6. Storage space in Zoho CRM is divided into two sections: ______________ details.
Ans: Storage and Usage.
7. One can organize events and calls using the Zoho CRM _____________ within CRM.
Ans: Calendar.
8. The storage details section displays the total ______________ used by files.
Ans: Space.
9. Bulk operations like mass updates, transfers, and ______________ help in seamless management.
Ans: Deletions.
10. The Zoho CRM calendar can be synced with ______________ and ______________ for enhanced coordination.
Ans: Google and Outlook.
C. State whether the following statements are True or False:
1. Record-level navigation enables movement between individual records in CRM.
Ans: True.
2. File storage includes only images and attachments, excluding email templates.
Ans: False.
3. Bulk record actions save minimal time and effort during record management.
Ans: False.
4. Data storage in CRM is calculated differently for each user based on their activities.
Ans: False.
5. Zoho CRM does not offer any options for data import from external sources.
Ans: False.
6. The advanced filters in CRM can sort records based only on sales criteria.
Ans: False.
7. The file storage in Zoho CRM varies for each organization based on their edition.
Ans: True.
8. Storage and Usage details are not available separately within Zoho CRM.
Ans: False.
9. The Zoho CRM calendar cannot integrate events from external calendars.
Ans: False.
10. Navigation options in CRM are limited to page-level movement.
Ans: False.
D. Short Question Answers:
1. What are some day-to-day activities suggested for CRM administrators in managing data?
Ans: Some of the day-to-day activities would include:
(i) Import data from external sources to CRM.
(ii) Export data from your CRM account.
(iii) Deduplicate your database.
(iv) Use the right keywords to filter your data.
(v) Use page-level and record-level navigation to spot data.
(vi) Perform mass operations to save time and effort.
(vii) Organize events in CRM calendar.
2. How can records be imported into a CRM account from external sources?
Ans: You can import records into your CRM account from external sources if you already possess the data. Utilize the ‘Import My Organization Records’ option to import records assigned to you or those assigned to other users.
3. Explain the function of page-level and record-level navigation in CRM data management.
Ans: Use page-level and record level navigation to easily access the required information. Page level navigation moves between specific pages, while record-level navigation helps move between individual records, allowing movement to the previous or next consecutive record(s).
4. What are the key features of advanced filters in CRM data sorting?
Ans: Use advanced filters to sort records according to sales criteria, encompassing activities, email status, and an array of other available parameters.
5. Enumerate the bulk actions available for efficient record management.
Ans: Efficiently manage records by executing bulk operations like mass updates, transfers, deletions, mass emailing, and more for swift and seamless management.
6. How can events and calls be organized using the Zoho CRM calendar?
Ans: Use the Zoho CRM calendar for scheduling events and calls. Set up CalDAV on your iOS devices to integrate your official and personal events into one calendar. Additionally, sync your events with Google Calendar and Microsoft Outlook for streamlined coordination across platforms.
7. What are the categories covered under data storage in Zoho CRM?
Ans: In Zoho CRM, storage space is categorized into two sections: Data and File, providing a clearer breakdown. These categories are then divided into Storage and Usage details for better organization and representation of data.
8. Explain how data storage and usage details are presented within Zoho CRM.
Ans: Under storage details, you can view:
(i) The total space designated for the assigned subscription.
(ii) Used data storage.
(iii) Remaining storage space (this is periodically calculated to show the available space).
9. How does file storage differ among various editions of Zoho CRM?
Ans: File storage includes the space taken up by images, attachments, email templates, and documents linked to your CRM. Various editions of Zoho CRM offer different file storage capacities, and the system segregates storage and usage details for user oversight.
10. What steps can be taken to access file storage details within Zoho CRM?
Ans: To view the file storage:
(a) Navigate to Setup -> Data Administration -> Storage.
(b) On the Storage page, select the File tab to access the total file storage information and usage details.
| SESSION 3: IMPORTING AND EXPORTING DATA |
| Check Your Progress |
A. Multiple Choice Questions:
1. What are the supported file formats for importing data into Zoho CRM?
(a) Excel and PowerPoint.
(b) Excel, CSV, and vCard.
(c) PDF and DOCX.
(d) JSON and XML.
Ans: (b) Excel, CSV, and vCard.
2. How can you migrate data from other CRM systems to Zoho CRM?
(a) Via manual data entry only.
(b) Using the Data Migration wizard.
(c) Through direct API integration.
(d) There’s no provision for migrating data to Zoho CRM.
Ans: (b) Using the Data Migration wizard.
3. Which field value conversion applies to checkbox fields during data import?
(a) True or False.
(b) Yes or No.
(c) 1 or 0.
(d) Checked or Unchecked.
Ans: (c) 1 or 0.
4. What is essential to ensure while importing data into Zoho CRM from drop-down lists?
(a) Add any missing values post-import.
(b) Remove all drop-down values not present in CRM.
(c) Verify all values in the source file match CRM’s drop-down list.
(d) Ignore drop-down list values; they’re not crucial for importing.
Ans: (c) Verify all values in the source file match CRM’s drop-down list.
5. What is a critical requirement for the initial row in a source file when importing data?
(a) It should include the actual data values.
(b) It must not contain any field names.
(c) It should have column headings or field names.
(d) It needs no specific structure; any data arrangement is acceptable.
Ans: (c) It should have column headings or field names.
6. Which option allows exporting a complete backup of data in Zoho CRM?
(a) Export module data.
(b) Take a complete backup.
(c) Export reports.
(d) There’s no option for complete backup export.
Ans: (b) Take a complete backup.
7. How many records can be exported from a single module at a time in Zoho CRM?
(a) Unlimited.
(b) 100,000 records.
(c) 200,000 records.
(d) 500,000 records.
Ans: (d) 500,000 records.
8. Which export-related option in Zoho CRM allows exporting specific fields from a module?
(a) Export module data.
(b) Take a complete backup.
(c) Export reports.
(d) Exporting specific fields isn’t supported.
Ans: (a) Export module data.
9. What action triggers the start of an export process in Zoho CRM?
(a) Clicking ‘Export’ directly.
(b) Clicking ‘Start an Export’ after selecting criteria.
(c) Hovering over ‘Export History’ and selecting ‘Download’.
(d) There’s no manual initiation; it’s automatic.
Ans: (b) Clicking ‘Start an Export’ after selecting criteria.
10. Which CRM edition allows 1000 exports per day?
(a) Starter.
(b) Professional.
(c) Enterprise.
(d) Ultimate.
Ans: (d) Ultimate.
B. Fill in the Blanks:
1. The Data Migration wizard in Zoho CRM facilitates the transfer of data from __________.
Ans: External sources.
2. The imported file for Zoho CRM shouldn’t include information enclosed within __________ tags.
Ans: HTML.
3. Every mandatory field during data import must have a ____________ assigned to it.
Ans: Value.
4. Imported data from Boolean or checkbox fields converts ‘selected’ as ________.
Ans: 1.
5. Ensure that all data values in drop-down lists align with the corresponding fields in Zoho CRM to avoid ____________.
Ans: Errors.
6. The initial row of the source file for data import should contain ________________.
Ans: Column headings or field names.
7. Exporting a complete backup of data in Zoho CRM is an option available under _______________.
Ans: Data Administration.
8. Zoho CRM allows exporting a maximum of ____________ records from a single module at a time.
Ans: 500,000.
9. The status ‘In progress’ indicates that the export process is ____________.
Ans: Still running.
10. _____________ is the CRM edition allowing 500 exports per day.
Ans: Professional.
C. State whether the following statements are True or False:
1. The Import link will be visible regardless of user permissions.
Ans: False.
2. CSV and PDF are the only supported formats for importing data into Zoho CRM.
Ans: False.
3. Boolean or checkbox fields during import are converted as ‘True’ for selected checkboxes.
Ans: False.
4. The Data Migration wizard in Zoho CRM doesn’t support uploading CSV files.
Ans: False.
5. Drop-down list values are not crucial when importing data into Zoho CRM.
Ans: False.
6. The initial row of the source file for import should contain column headings or field names.
Ans: True.
7. Exporting module data in Zoho CRM allows the export of a maximum of 500,000 records.
Ans: True.
8. ‘Export module data’ in Zoho CRM doesn’t allow choosing specific fields for export.
Ans: False.
9. The ‘Export History’ in Zoho CRM doesn’t display the export status.
Ans: False.
10. The Ultimate edition of Zoho CRM allows 1000 exports per day.
Ans: True.
D. Answer the following question in short:
1. What are the two primary options for importing data into Zoho CRM?
Ans: The two primary options for importing data into Zoho CRM are as under:
(i) Importing data to individual modules in Zoho CRM: You can import data into individual modules in Zoho CRM by importing individual files, one at a time, into a specific module.
(ii) Migrating data from other accounts to Zoho CRM: The Data Migration wizard in Zoho CRM facilitates the transfer of data from other CRM systems.
2. Explain the purpose of the Data Migration wizard in Zoho CRM.
Ans: The Data Migration wizard in Zoho CRM facilitates the transfer of data from other CRM systems. This tool allows you to upload the CSV file of the module to be migrated and configure the supported Date and Time format within the import file to prevent values from being overlooked during migration. Additionally, you can opt to receive email notifications from Zoho CRM upon completion of the import process. Once you’ve provided the required details, you’ll proceed to map all mandatory fields in the CSV file with their corresponding fields in Zoho CRM.
3. Why is it essential to review the import checklist before importing data?
Ans: Prior to importing the data, it is essential to review the following checklist:
Permission: Ensure you possess the necessary access and privileges to import data. If you lack these permissions, the Import link will not be visible in your user interface.
File Format: Supported formats include Excel (XLS, XLSX), Comma Separated Value (CSV), and Business Card or vCard Format (VCF). Ensure that file attachments are separate from the data.
Characters not allowed: The data intended for import should not include information enclosed within <script> and </script> tags.
Mandatory Fields: Every mandatory field must have a value assigned to it. Ensure no mandatory fields are left blank in the import file. For instance, when importing account information, each account record should include an Account Name.
4. What are the considerations for checkbox field data during import?
Ans: Check box Data: Ensure that data intended for import from Boolean or checkbox fields contains values that can be accurately converted during the import procedure.
Imported data from Boolean and checkbox fields is converted as follows:
(i) If the checkbox is selected: True or 1.
(ii) If the checkbox is not selected: False or 0.
5. What is the significance of drop-down lists when importing data into Zoho CRM?
Ans: Drop-down List: Ensure that all data values shown in the drop-down lists align with the corresponding fields in Zoho CRM. For example, if importing account information with industry type values, verify that all industry values in the source file are present in the CRM’s drop-down list. If values don’t match, either adjust the source file values or have the administrator add the new values to the CRM. If values are not included in the drop-down list, you can still import data. However, if you alter the field value post-import to a value not in the list, you won’t be able to revert to the old value as it won’t be available in the list.
6. How does the Data Export feature in Zoho CRM differentiate between CRM editions?
Ans: Limits for number of exports per day will vary based your CRM’s edition:
(i) Free – 10
(ii) Starter – 50
(iii) Standard – 100
(iv) Professional – 250
(v) Enterprise – 500
(vi) Ultimate – 1000
7. What are the options available under the Export module data feature in Zoho CRM?
Ans: There are three export-related options in Zoho CRM:
(i) Export module data.
(ii) Take a complete backup.
(iii) Export reports.
8. Describe the process to initiate an export of a custom view in Zoho CRM.
Ans: If you want to quickly export a custom view, you can initiate it from the Actions menu in a module page.
To do this, you should:
(i) Select a custom view in a module page.
(ii) Click the Actions button and select Export Contacts, as illustrated in Figure 3.8.
(iii) In the Export Data page that appears, the Module, Custom View, and Fields dropdown lists will be auto-selected based on the custom view.
(iv) Click Export.
9. How does Zoho CRM restrict the number of daily exports based on CRM editions?
Ans: Limits for number of exports per day will vary based your CRM’s edition:
(i) Free – 10
(ii) Starter – 50
(iii) Standard – 100
(iv) Professional – 250
(v) Enterprise – 500
(vi) Ultimate – 1000
10. Explain the steps to download exported data from Zoho CRM to a local device.
Ans: Your export will be added to the Export History table with the status ‘In progress’. Once the status changes to “Completed,” hover over the entry and select the Download link to download the data to your local device.
| SESSION 4: CREATING CONTACTS |
| Check Your Progress |
A. Multiple Choice Questions:
1. Which method in Zoho CRM allows the capture of visitor contact details directly from a website?
(a) Manual Entry.
(b) Lead Conversion.
(c) Web Form Capture.
(d) Outlook Contact Sync.
Ans: (c) Web Form Capture.
2. What does the process of cloning contacts in Zoho CRM allow you to do?
(a) Merge contacts with similar details.
(b) Delete multiple contacts simultaneously.
(c) Create new contacts from existing ones with minor changes.
(d) Export contacts to external sources.
Ans: (c) Create new contacts from existing ones with minor changes.
3. In Zoho CRM, what is the purpose of the Contact Details page?
(a) It displays overall CRM statistics.
(b) It showcases account-related details.
(c) It provides a comprehensive view of a contact’s information.
(d) It offers sales analytics for contacts.
Ans: (c) It provides a comprehensive view of a contact’s information.
4. Which feature in Zoho CRM enables synchronization of contacts from Microsoft Outlook?
(a) Web Form Capture.
(b) Lead Conversion.
(c) Manual Entry.
(d) Outlook Contact Sync.
Ans: (d) Outlook Contact Sync.
5. What type of activities can be associated with contacts in Zoho CRM?
(a) Tasks and Events.
(b) Accounts and Deals.
(c) Invoices and Quotes.
(d) Campaigns and Social Interactions.
Ans: (a) Tasks and Events.
6. Where can you access predefined system list views such as “My Contacts” or “New This Week” in Zoho CRM?
(a) Action button.
(b) Contact Details page.
(c) Contacts Home Page.
(d) Advanced filters.
Ans: (c) Contacts Home Page.
7. What function does the “Send Mail” button serve in Zoho CRM’s Contacts Home Page?
(a) Export contacts to CSV.
(b) Send mass emails to selected contacts.
(c) Delete multiple contacts.
(d) Create new contacts.
Ans: (b) Send mass emails to selected contacts.
8. How can you create contacts through Lead Conversion in Zoho CRM?
(a) By manually entering contact details.
(b) By importing CSV files.
(c) By converting leads into contacts.
(d) By synchronizing contacts from Outlook.
Ans: (c) By converting leads into contacts.
9. What does the “Timeline” view on the contact’s details page in Zoho CRM display?
(a) Contact’s business card details.
(b) Comprehensive contact details.
(c) A history of actions performed on the contact.
(d) Associated accounts and deals.
Ans: (c) A history of actions performed on the contact.
10. What is the purpose of the “Action” button on the Contacts Home Page in Zoho CRM?
(a) Edit contact details.
(b) Execute common operations for managing contacts.
(c) View contact-specific tasks.
(d) Send notifications to contacts.
Ans: (b) Execute common operations for managing contacts.
B. Fill in the Blanks:
1. _____________ is the method where visitors can submit their contact details directly on a website.
Ans: Web Form Capture.
2. Cloning contacts allows for the ___________ creation of similar contacts based on existing details.
Ans: Quick.
3. The Contact Details page in Zoho CRM provides a comprehensive view of a contact’s ____________ within your CRM.
Ans: Information.
4. ____________ synchronization enables contacts from Microsoft Outlook to sync with Zoho CRM.
Ans: Outlook.
5. Lead Conversion in Zoho CRM involves converting ___________ into contacts.
Ans: Leads.
6. The “Send Mail” button in the Contacts Home Page allows users to send ___________ to selected contacts.
Ans: Emails.
7. The “Timeline” view on the contact’s details page shows a history of actions in the last _________ months.
Ans: Six.
8. The “Action” button on the Contacts Home Page allows for mass ___________ or transfer of records.
Ans: Update.
9. The “Advanced filters” in Zoho CRM help in sorting contacts according to ___________ priorities.
Ans: Business.
10. Predefined system list views such as “My Contacts” or “New This Week” are available for use in the ___________ section.
Ans: Contacts Home Page.
C. True or False:
1. The Web Form Capture method in Zoho CRM is used for importing contacts from external databases.
Ans: False.
2. The process of cloning contacts allows for the creation of entirely new contacts from scratch.
Ans: False.
3. The Contact Details page in Zoho CRM displays only basic contact information.
Ans: False.
4. Outlook Contact Sync allows synchronization of contacts from Google Gmail to Zoho CRM.
Ans: False.
5. Contacts cannot be associated with any other records in Zoho CRM.
Ans: False.
6. The “Timeline” view on the contact’s details page displays actions performed in the last six months.
Ans: True.
7. The “Action” button on the Contacts Home Page in Zoho CRM allows customization of contact details.
Ans: False.
8. Lead Conversion involves converting potential sales leads into contacts, accounts, and deals if required.
Ans: True.
9. The “Send Mail” button in Contacts Home Page allows for sending mass emails to selected contacts.
Ans: True.
10. The “Advanced filters” in Zoho CRM are only used for searching contacts alphabetically.
Ans: False.
D. Answers the following questions in short:
1. What are the various methods available to create contacts in Zoho CRM?
Ans: In Zoho CRM, you have multiple methods to create contacts:
Manual Entry: Enter contact details directly into the form. This could be data gathered from various sources like survey forms or your website.
Importing: Import contacts from external sources such as purchased databases or contacts from different business units using CSV or XLS files.
Web Form Capture: Create web forms on your website to allow visitors to submit their contact details or inquiries. These submissions are captured and stored directly in the Contacts module.
Lead Conversion: Convert leads into contacts upon lead conversion, which also generates accounts and deals if needed.
Outlook Contact Sync: Synchronize contacts from Microsoft Outlook with those in Zoho CRM for unified data management.
2. How can contacts be created through the manual entry method?
Ans: Filling in Details: Input the necessary information into the contact creation form manually.
3. What is the purpose of web form capture in Zoho CRM?
Ans: Web Form Capture: Create web forms on your website to allow visitors to submit their contact details or inquiries. These submissions are captured and stored directly in the Contacts module.
4. Explain the process of creating contacts through lead conversion.
Ans: Lead Conversion: Convert leads into contacts upon lead conversion, which also generates accounts and deals if needed.
5. What is the advantage of using the Outlook Contact Sync feature in Zoho CRM?
Ans: Outlook Contact Sync: Synchronize contacts from Microsoft Outlook with those in Zoho CRM for unified data management.
6. How many ways are there to create contacts individually, and what are they?
Ans: You can create contacts individually in two ways:
Filling in Details: Input the necessary information into the contact creation form manually.
Cloning Contacts: Clone existing contacts with minor modifications, allowing for quick creation of similar contacts based on existing details.
7. Describe the steps to create a contact individually in Zoho CRM.
Ans: To create contacts individually:
(i) In the Contacts module, click New Contact. As illustrated in Figure 8.1.
(ii) In the Create Contact page, enter the contact details.
(iii) Click Save.
8. How can you clone existing contacts in Zoho CRM?
Ans: To clone contacts:
(i) In the Contacts tab, click a particular contact that you want to be cloned.
(ii) In the Contact Details page, click Clone. As illustrated in Figure 4.2.
(iii) In the Clone Contact page, modify the required details.
(iv) Click Save.
9. What information is accessible on the contact’s details page in Zoho CRM?
Ans: After creating a contact, you can access and review all related information in one place on the contact’s details page. This includes details such as associated deals and accounts, activities, notes, events, emails, and more, providing a comprehensive view of the contact’s interactions and engagements within your CRM.
10. How can contacts be associated with other records in Zoho CRM for a comprehensive view of engagements?
Ans: You can compile a comprehensive 360-degree view of the contact, showcasing associated elements like deals, support tickets, ongoing and completed activities, attachments, and notes. This consolidated view offers a complete insight into the contact’s engagements and interactions within your CRM.
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