Zoho CRM + Document360

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.

Workaround

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

Ensure that you have logged into your Zapier account.

Go to the URL
https://zapier.com/apps/document360/integrations/zoho-crm/478529/create-document360-documents-for-new-zoho-crm-leads
Click the Try this template button. In the following window, click the Get started button.

Connecting Zoho CRM and Document360 in Zapier

Step 1 - Connect Zoho CRM

1. Click on the Connect button. You will be prompted to choose the domain of your Zoho account. After choosing the domain, enter your Zoho account credentials on the new access window. Click on the Accept button

2. Click on the Next button

Step 2 – Connect Document360

1. Click on the Connect to a new account button and a new pop-up window would open with an API token field to connect with the knowledge base project

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

3. Head back to the pop-up window, paste the API token in the field, and click on Yes, continue

4. You can find the connected Document360 project on the Connect your Document360 account page. Click on Next

Step 3 - Customize Zap

1. Map the required fields from Zoho CRM into Document360

2. Choose the fields Zoho CRM to map to Document360
   • Lead source in Zoho CRM → Title in Document360
   • Description of lead source in Zoho CRM → Content in Document360
3. However, you have a plethora of other options to choose from (depending upon your business requirements)
4. Click on the Next button
5. In the How do you want Zapier to handle these changes in Document360?, you can choose the article location and publish option.

• Version - Choose the desired version in the knowledge base project, you want the article to be created in
• Language - Choose the desired language in the selected version, you want the article to be created in
• Category - Choose the desired category in the selected language, you want the article to be created in
• Publish - Choose True for the article to be published. Choose False for the article to be in draft state.

6. Click on the Next button

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 on the Send test button
3. If successful, you would get the message “Test Article sent! Check your Document360 account to view it.’’

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 on Next

Step 5 – Turn on Zap

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

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

Finally, click on the Turn on Zap button.

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 Zap overview

Create articles in Document360 from Zoho CRM leads

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

Zap runs

Whenever a new lead source is created in the Zoho CRM, then zap runs automatically to create a new article in Document360.