Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal of a CRM is simple: Improve business relationships. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.

A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.

One of the popular CRM is Zoho CRM which has a rich set of features to manage your customer relationship.

Use-Case

You have chosen Document360 as your Knowledge base platform. You have chosen Zoho CRM as your CRM platform. There is a need that when a new lead or contact is created in the Zoho CRM, you want to create a corresponding knowledge base article in Document360 to keep relevant information about that lead/contact.

Currently, there is no direct integration option available between Zoho CRM and Document360 from either of the platforms.

How will you integrate Zoho CRM and Document360?

As a workaround, you can use the Zapier integration to bridge this gap. By connecting Google Docs and Document360 on Zapier, you can easily facilitate the content flow between these platforms.

Ensure that you have logged into your Zapier account.

  1. Click Create -> Zaps

  2. Zap was created with Trigger and Action flow in it

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Else, click the below link and select Try this templete
Document360 + Zoho CRM template

Connecting Zoho CRM and Document360 in Zapier

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Step 1: Connect Zoho CRM

In Trigger, fetch the Zoho CRM information.

  1. In Trigger, choose Zoho CRM

  2. In the App & Event section, select the required Event to trigger in the Zoho CRM

Change

If you wish to configure a different app later, you can do that by clicking on Change

  1. Click Continue

  2. The Account section enables. Click Sign in

  3. In the window, select the domain your Zoho belongs to and click Yes, Continue to Zoho CRM

  4. Then, key in your credentials in the new access window. Click on the Accept button

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  1. Click Continue

  2. Click Test trigger and Zapier runs a test to make sure the trigger is correctly configured

Step 2: Connect Document360

  1. In Action, choose Document360, Document360 blade appears on the right

  2. Choose the desired Event

  3. In the Account section, you need to sign in with your Document360 credentials

  4. Click Sign in, and a new pop-up window would open with an API token field to connect with the knowledge base project

  5. You can obtain the API token from the Document360 portal

API Token generation
  • Go to Settings → Knowledge base portal → Extensions → Team collaboration
  • In Zapier assistance, click Connect
  • Click Copy

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  1. Head back to the pop-up window, paste the API token in the field

  2. Click Yes, Continue to Document360

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  1. You can find the connected Document360 project on the Connect Document360 account page
Change

If you wish to configure a different account later, you can do that by clicking on Change

  1. Click Continue

Step 3: Customize Zap

Map the required fields from Zoho CRM into Document360

Version: Choose the desired workspace in the Knowledge base project, you want the article to be created in

Language: Choose the desired language in the selected workspace, you want the article to be created in

Article: Choose the desired article from the desired category

Publish: Choose True for the article to be published. Choose False for the article to be in draft state

Once done, click Continue

Step 4: Test Zap

  1. Once you have configured the actions in Document360, the Zap needs to be tested to make sure it’s configured correctly
    (Zapier would create an article on Document360 to make sure everything works.)

  2. Click Test step

  3. If successful, you get the message "A Document was sent to Document360"

  4. Visit your Document360 knowledge base portal and you can find the article named “Lead Source in Zoho CRM” under the category you have previously selected

  5. Head back to the Zapier setup window and click Continue

Step 5: Turn on Zap

  1. Now that the Zap has been tested and made sure it works fine, review/edit the settings before turning on the Zap.

  2. You can edit the settings configured on the trigger Zoho CRM and the corresponding action of the new article in Document360

  3. Finally, click on the Turn on Zap toggle.

  4. You would get a success message window stating Your Zap is on. You can click on the Manage your Zap button to go to your ZohoCRM+Document360 Zap overview page.

Created a Zap overview

You can view and edit the information about your created Zap on the Zap overview page

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