Zoho CRM: Administration, Customization, and Operations Training Course

Getting Started with Zoho CRM

• Key features and business benefits
• Navigating the interface and understanding module structure
• User categories and access control

Managing Leads and Contacts

• Generating and qualifying potential leads
• Progressing leads into deals
• Maintaining account and contact records

Customisation and Setup

• Adding custom fields and modules
• Designing page layouts and views
• Automating processes using workflows, rules, and actions

Reporting and Dashboards for Insight

• Creating and refining reports
• Constructing and analysing dashboards
• Applying filters, grouping data, and analysing KPIs

Change Control and Governance

• Tracking versions of customisations
• Reviewing audit logs and activity trails
• Best practices for documenting processes and approval workflows

Data Administration and Import/Export

• Bringing in leads, contacts, and other records
• Removing duplicates and cleaning data
• Backing up data and using migration tools

Integrations and Extensions

• Connecting Zoho CRM with the Zoho suite (e.g., Campaigns, Books)
• Integrating third-party applications (e.g., Google Workspace, Outlook)
• Overview of using APIs and Webhooks

Monitoring, Support, and Continuous Improvement

• Monitoring user activity and system health
• Utilising admin tools and support resources
• Planning for scalability and ongoing enhancement

Recap and Future Steps