Zoho CRM: Administration, Customization, and Operations Training Course

Introduction to Zoho CRM

• Core features and their business value
• Navigating the interface and understanding module structure
• User types and access management

Lead and Contact Management

• Generating and qualifying leads
• Converting leads into deals
• Managing account and contact records

Customization and Configuration

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

Reporting and Dashboards for Analysis

• Creating and customising reports
• Building and interpreting dashboards
• Applying filters, grouping, and KPI analysis

Change Control and Governance

• Tracking versions of customizations
• Utilising audit logs and activity tracking
• Best practices for documenting processes and managing approval workflows

Data Management and Import/Export

• Importing leads, contacts, and other records
• Deduplicating and cleaning up data
• Using tools for data backup and migration

Integration and Extension

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

Monitoring, Support, and Improvement

• Monitoring user activity and system performance
• Accessing admin tools and support resources
• Planning for scalability and continuous improvement

Summary and Next Steps