Zoho Glossary

Essential Terms and Definitions for Navigating Zoho CRM and Beyond

A

• Account: A record representing an organisation or department that your company engages with or plans to engage with. In Zoho CRM, accounts often house related contacts, deals, and other relevant data.

• Activities: Actions such as tasks, calls, and meetings performed by sales or support representatives as part of their routine to engage with clients or resolve issues.

• Administrator: A user in Zoho CRM or Desk with full access to all modules, configurations, and features, capable of managing roles, permissions, and system integrations.

• Agent: A Zoho Desk user tasked with handling and resolving customer tickets. Agents are central to customer support operations.

• API (Application Programming Interface): A set of tools and protocols enabling integration between Zoho Desk or CRM and third-party applications for custom workflows and data sharing.

• Assignment Rule: A predefined rule that automatically assigns incoming records (e.g., tickets or leads) to users based on criteria such as region, department, or source.

B

• Blueprint: A Zoho feature that creates an online replica of a business process, offering step-by-step guidance for completing tasks or handling records from start to finish.

• Business Hours: Operating hours defined within Zoho Desk to manage ticket response and resolution times effectively.

C

• Campaigns: Tools used within Zoho CRM for planning, executing, and monitoring marketing campaigns, including email marketing, event promotions, and social media outreach.

• Channels: Communication platforms like email, chat, social media, or forums that customers use to interact with the support or sales teams in Zoho Desk or CRM.

• Contacts: Individuals associated with accounts or organisations in Zoho CRM, often serving as the primary point of communication for deals or support queries.

• CRM (Customer Relationship Management): A system and methodology for managing interactions with current and potential customers, improving relationships, and driving sales.

D

• Dashboards: Visual tools in Zoho CRM and Desk that display key metrics and data insights through charts, graphs, and widgets for better decision-making.

• Data Sharing Rules: Policies in Zoho CRM that define how data is shared among users, roles, and teams within the organisation.

• Deals: Records in Zoho CRM that track sales opportunities, enabling users to manage the sales pipeline and monitor progress toward closing deals.

• Departments: Segments in Zoho Desk that group agents and tickets by specific operational areas, such as Sales, Support, or Billing.

E

• Edition: The version of Zoho CRM or Desk purchased by the organisation, such as Free, Standard, Professional, or Enterprise, each offering varying features and capabilities.

• Email: A core communication channel integrated into Zoho Desk and CRM, allowing direct interaction with contacts, leads, and customers.

• Events: Scheduled activities like meetings, webinars, or conferences recorded in Zoho CRM to help teams track and manage their schedules.

F

• Fields: Customisable data entry points in Zoho CRM and Desk records, such as name, email address, or ticket priority, enabling structured data management.

• Filters: Tools used to segment and view specific records in Zoho CRM or Desk based on defined criteria, improving data organisation and accessibility.

G

• Gamification: Features in Zoho CRM or Desk that use game-like elements, such as leaderboards and badges, to motivate users and improve productivity.

• Goals: Measurable objectives set in Zoho CRM to track progress toward achieving sales or operational targets.

H

• Help Center: A self-service portal in Zoho Desk where customers can find solutions, raise tickets, and engage with the support team.

• Hierarchy: The structured relationship among roles, accounts, and teams in Zoho CRM, defining how data access and reporting are managed.

I

• Industry: A predefined or custom field in Zoho CRM used to categorise accounts or contacts by their business sector, such as Healthcare or Education.

• Integrations: The capability of Zoho Desk and CRM to connect with other tools and applications, such as email platforms, accounting software, and communication tools.

• Insights: Analytics-driven observations in Zoho CRM that provide actionable intelligence for improving sales and customer engagement strategies.

J

• Job Queue: A feature in Zoho Desk that organises and prioritises tasks or tickets for agents based on predefined criteria, ensuring efficient handling of workloads.

K

• Knowledge Base: A repository in Zoho Desk containing articles, FAQs, and documentation that helps customers and agents find solutions quickly.

L

• Leads: Potential clients or customers who have shown interest in your product or service. In Zoho CRM, leads can be converted into contacts, accounts, and deals.

• Layouts: Customisable templates in Zoho CRM that allow businesses to structure data fields and workflows based on specific requirements.

M

• Macros: Automated actions in Zoho Desk that perform multiple tasks on tickets simultaneously, such as sending emails, updating fields, or adding tags.

• Modules: Sections in Zoho CRM or Desk that represent different data categories, such as Tickets, Contacts, Accounts, and Deals.

N

• Notes: A feature in Zoho CRM and Desk that lets users record additional information or comments on tickets, deals, or contacts.

O

• Omnichannel: A unified platform in Zoho Desk that integrates various customer interaction channels like email, chat, and social media into one interface.

• Opportunities: Sales prospects tracked in Zoho CRM, representing potential revenue.

P

• Permissions: Settings in Zoho CRM or Desk that determine user access to specific data or features based on their roles.

• Portals: Self-service platforms in Zoho Desk that allow customers to raise tickets, view knowledge base articles, and track ticket status.

Q

• Queues: Groupings of tickets or tasks in Zoho Desk based on criteria like priority, status, or assignee, streamlining workload management.

R

• Roles: Hierarchical positions in Zoho CRM that define access levels and data visibility for users.

S

• Schedules: Automated tasks or workflows in Zoho CRM triggered at specific times or intervals.

• Solutions: Knowledge base articles in Zoho Desk that provide quick answers to common customer queries.

T

• Tags: Labels in Zoho CRM and Desk used to categorise and organise records for better management and searchability.

• Tickets: Customer issues or requests logged in Zoho Desk for resolution.

U

• Users: Individuals with access to a Zoho CRM or Desk account, each assigned specific roles and permissions.

V

• Views: Filters in Zoho CRM or Desk that allow users to create customised lists of records based on defined criteria.

W

• Workflows: Automation features in Zoho CRM that trigger actions like emails, field updates, or notifications based on set conditions.

X

• XML Feeds: Formats in Zoho CRM used for data export or integration with other systems.

Y

• Yield Analysis: A feature in Zoho CRM that evaluates the success rate of sales or marketing activities.

Z

• Zoho Marketplace: An online store offering extensions and integrations for Zoho CRM and Desk, enhancing functionality and customisation.