Course Specifications

Course Number:

095120

Course Length:

2 days

Course Description

Overview:

Whether you are a new Zoho CRM system administrator or have been managing Zoho CRM for some time, you should realize that a big part of your job is receiving and acting on requests from management or other Zoho CRM users to modify the system to meet the needs of the users and the company. The nature of Zoho CRM is such that there are usually several ways to accomplish these types of modifications, and you need to know that you are taking the right approach and really providing the support that is needed.

By completing this course, you will be able to administer Zoho CRM and enable your users to effectively execute the sales process within your organization. This will help you set up the modules and features of Zoho CRM based on your business requirements. You will also implement the security features of Zoho CRM and enable users to get the maximum benefits out of Zoho CRM by performing data administration tasks and automating sales activities. Finally, you will integrate Zoho CRM with the existing technology in your business by connecting Zoho CRM with your organization’s website and external applications.

Course Objectives:

Upon successful completion of this course, students will be able to manage a Zoho implementation in a corporate environment.

You will:

• Get started with Zoho CRM administration
• Customize fields in Zoho CRM
• Customize tabs and pages to match your business needs
• Implement security management
• Perform data administration tasks in Zoho CRM
• Automate activities in Zoho CRM
• Integrate company websites with Zoho CRM
• Integrate Zoho CRM with other Zoho applications
• Examine integrations with third party applications

Target Student:

This course is designed to help Zoho system administrators perform initial implementation of Zoho CRM in an organization or manage an existing Zoho CRM account of the organization. The target student for this course is often an existing Sales, Marketing, or Production support employee, an IT administrator who has been additionally assigned the task of Zoho system administration, or an external consultant who has been engaged to provide administrative support for an organization.

Prerequisites:

To ensure your success in this course, you should possess end-user skills such as creating and managing opportunities, or have basic administrative experience such as setting up or managing the core Zoho CRM modules such as Leads, Accounts, Contacts, and Potentials. You can obtain this level of skills and knowledge by taking the following Logical Operations course:

• Zoho CRM: Critical User Skills

Course-specific Technical Requirements

Hardware

For this course, you will need one computer for each student and one for the instructor. Each computer will need the following minimum hardware configuration:

• Processor: 1 gigahertz (GHz) or faster.
• RAM: 1 gigabyte (GB) (32-bit) or 2 GB (64-bit).
• Hard Disk Space: 16 GB (32-bit) or 20 GB (64-bit).
• Optical Drive: CD or DVD drive.
• Input Device: Keyboard and mouse (or other pointing device).
• Monitor: Any monitor that supports a 1024 x 768 resolution is recommended.
• Network: Network cards and cabling for local network access.
• Graphics Card: Microsoft DirectX 9 graphics device with WDDM driver.
• Internet Connection: Internet connection is mandatory as Zoho CRM is cloud-based software.

You will also need a projection system to display the instructor's computer screen.

These specifications are the minimum requirements for running Windows 8.1 on your systems. You can also use Windows 7 or above systems for the course environment.

Software

Each computer needs the following software:

• Microsoft® Windows® 8.1
• Internet Explorer® 10 or higher
• Google Chrome with the latest update
• If necessary, software for viewing the course slides. (Instructor machine only.)

Course Content

Lesson 1: Getting Started with Zoho CRM Administration

Topic A: Sign Up for Your Organization’s Zoho CRM Account

Topic B: Identify the Role of an Administrator

Topic C: Configure Company Level Settings

Lesson 2: Customizing Fields in Zoho CRM

Topic A: Create Custom Fields

Topic B: Manage List-Type Fields

Topic C: Create Formula Fields

Topic D: Modify Special Fields

Lesson 3: Customizing Tabs and Pages

Topic A: Customize Tab Views

Topic B: Customize Tabs

Topic C: Perform Page-Level Customization

Topic D: Create Templates

Lesson 4: Implementing Security Management

Topic A: Add Users

Topic B: Create Roles

Topic C: Create User Profiles

Topic D: Create Groups

Topic E: Create Territories

Topic F: Create Data Sharing Rules

Topic G: Edit Access Permissions for Fields and Custom Links

Lesson 5: Performing Zoho CRM Data Administration Tasks

Topic A: Migrate Data from Other CRM Applications

Topic B: Import Data from External Files

Topic C: Export Data from Zoho CRM

Lesson 6: Automating Activities in Zoho CRM

Topic A: Configure Workflows

Topic B: Create Assignment Rules

Topic C: Create Case Escalation Rules

Lesson 7: Integrating Your Company Website with Zoho CRM

Topic A: Create Web Forms

Topic B: Set Auto Response Rules

Topic C: Generate an Unsubscribe Form for Email Templates

Lesson 8: Integrating Zoho CRM with Other Zoho Applications

Topic A: Integrate Zoho CRM and Zoho Apps

Topic B: Integrate Zoho Mail Add-on with Zoho CRM

Topic C: Integrate Zoho Campaigns

Lesson 9: Examining Zoho CRM Integrations with Third Party Applications

Topic A: Examine Connections with Google Apps

Topic B: Examine Connections with External Applications and Social Tools

Appendix A: The Zoho CRM Mobile Edition: Licenses and Activation