Integrating Zoho CRM with 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 to 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 their lifecycle. This includes finding new customers and providing support and additional services throughout the relationship.

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

Integrating Zoho CRM with Document360

Using Document360 as your Knowledge base platform and Zoho CRM for managing customer relationships, you may encounter a need to create a corresponding knowledge base article in Document360 whenever a new lead or contact is added in Zoho CRM. This ensures that relevant information about leads or contacts is easily accessible and well-documented.

To establish a connection between Zoho CRM and Document360, follow the below steps:

1. Ensure that you have logged into your Zapier account.

2. From the left navigation menu, click Create and then click Zaps from the options available.

3. Zap will be created with Trigger and Action flow.

   

1. Setting up the trigger: Connecting Zoho CRM

1. In the Trigger field, choose Zoho CRM.

2. In the Trigger event field, select the required Event to trigger in the Zoho CRM.

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

3. Click the Account field, and a Sign-in panel will appear.

   The Zoho domain is an optional field. Select the domain based on your requirements.

4. Once done, click Yes, Continue to Zoho CRM.

5. Enter your sign-in credentials and click Accept.

   

6. Click Continue.

7. Zapier runs a test to make sure the trigger is correctly configured.

2. Setting up the action: Connecting Document360

1. In the Action field, choose Document360.

2. On the Setup panel that appears on the right, select a desired event in the Event field.

3. Click the Account field and a Sign-in panel appears.

4. Enter your sign-in credentials and click Allow.

   To generate the API token from the Document360 portal,

5. Navigate to Settings() > Knowledge base portal > Extensions > Team collaboration.

6. On the Zapier extension tile, click Connect.

7. Click the Copy () icon to copy the token.

   

8. Head back to the Zapier panel and paste the API token in the field.

9. Click Yes, Continue to Document360.

3. Customize Zap

1. Map the required fields:

• Version: Select the workspace in your knowledge base project where the article should be created.

• Language: Choose the language for the article within the selected workspace.

• Article: Choose the desired article from the desired category.

• Publish: Set to True to publish the article immediately or False to save it as a draft.

2. Once done, click Continue.

4. Test Zap

1. In the test section, click Test step.

2. If it is successful, you will get the message ‘A Document was sent to Document360.’

   In your Document360 Knowledge base portal, you'll find the article titled ‘Lead Source in Zoho CRM, located in the folder you previously selected.

3. Head back to the Zapier setup panel and click Continue.

4. Once done, click Publish.

Turn on Zap

To turn on a Zap once it is tested and published, follow the below steps:

1. After testing the Zap, review or edit the settings before turning on the Zap.

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

3. Turn on the Zap toggle.

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

Zap overview

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