Zoho Training manual

1. ZOHO Training Manual

2. INTRODUCTION
This Training Manual will hopefully be a introductory guide to all things
Zoho.
Eventually, most if not all applications that we as a company use will be
replaced by the Zoho version of said application. This will range from
customer service desk, contact information, inventory management, all
the way to invoicing and billing.
Here we hope to give you the tools you need to be prepared! Good
Luck!

3. ZOHO at a glance

4. Zoho Main access is located at:
https://one.zoho.com/zohoone/n
etontherun/home#/myapps

5. From this page, there are a number of apps.
Think of Zoho One as a Tablet’s home screen.
These are the apps on your “zoho tablet” that you
can access. Each one of the apps will
communicate to a certain degree with each other,
so from within the apps we use, there will always
be an ability to cross-reference.

6. At this time, we are using the following apps:
• Assist
• Cliq
• CRM
• Desk
• Forms
• Invoicing
• Showtime

7. We may eventually use more-possibly all the other apps. If you want to
work in them, by all means feel free to do so! However, they may not
be integrated with all the NOTR information yet.

8. Introduction to Apps

9. ZOHO Assist
• This is a screen sharing app. The difference
between this app and the “Showtime” app is that
this will enable one participant to give control of
their computer to another user after certain steps
are taken.
• Once the control has been given to user #2, that
user can access the mouse, keyboard functions,
and all folders on user #1’s computer.

10. ZOHO Cliq
• This is a instant messaging app. It is very similar
to Skype in its’ functionality
• Conversations are organized by categories via the
use of a hashtag, and can include one other
person or as many as you tag to be included.
• To tag another team member for participation in
a discussion, simply type @ before that person’s
name from within the conversation itself

11. ZOHO CRM
• This App, out of all the ZOHO apps we are
currently using, has the most information and is
the most customized.
• This is our customer database, and has fully
replaced Highrise. It will also be heavily used for
the purposes of inventory management in the
future through the use of the SIM Module
(explained later).
• Every Account, Contact, location of sim cards, sim
card status, etc. can be located here.

12. ZOHO CRM: Navigation
The most stream-lined view in the CRM will be the “Customer Service” View. To access this view, click the three lines in the top left-hand corner.
Once you click the Customer Service view, you will see the menu option change to reflect the picture on the right. The three options that you will find the most
functionally used within the CRM:
Contacts
Accounts
SIM Tab

13. ZOHO CRM: Navigation
The Contacts Tab, when Selected will take you to a sortable list of all contacts in the CRM.
All General Information about anyone who has an account, is a secondary contact for an account, and All Notes are saved
here.
Notes can be saved under accounts, but as we have a lot of contacts that may overlap on certain accounts, such as
Winkel, Viking Yachts, etc., we will save each individual’s notes here. Unless there is a specific need to save under the
account.
Ex.: Winkel is a contact/agent of Viking yachts, so for payments that he is making, and any information specific to him,
notes would go under his contact information. If it is specific to a Viking Yacht Hull number, that note might need to be
saved under the account for that hull, to enable pertinent information to stay with the account once the boat is sold.

14. ZOHO CRM: Navigation
The Accounts tab, when selected, will take you to a sortable list of all accounts as billed with NOTR.
For Example, If Joe Schmoe owns a business, Joe’s Crabs, with Three locations, and the first name on his bill is Joe’s Crabs,
then his name will be under Contacts, but Joe’s Crabs will be listed under Accounts (with Joe Schmoe listed as the
contact). If Joe Schmoe has a general manager he wants specified for contact purposes for each location, each manager
could be listed separately under contacts.
In this example, if all the locations are billed together, then there would still be only one account for Joe’s Crabs. If they
are billed separate, they would be listed as Joe’s Crabs store #1, or 2, etc. With each store manager or in the absence of
different managers, Joe himself, being listed as the contact for each location.
The Accounts tab is the only place where notes from “Contacts” tab and sim information from the “SIM” tab come
together. Think of this tab as a bridge between the Contact information and Sim information.

15. ZOHO CRM: Navigation
The SIM tab, when selected, will take you to a sortable list of all Sim Cards active or inactive with NOTR.
All SIM cards are listed with the following corresponding information:
Telephone numbers
Type line
Account it is tied to
Manufaturer/Provider of service
Plan
Status
Activation Date/suspension date/cancelled date
Notes specific to that SIM
Which Tmobile Account the SIM is on

16. ZOHO CRM: Searching for information
To Search for a Contact or an Account, simply click the magnifying glass in the top right hand corner of the main
navigation bar:
To Search for SIM card information, you must be in the sim tab and select the secondary magnifying glass (in white, next
to the add button:

17. ZOHO CRM: Searching for information
For SIM Searches, once the SIM magnifying glass is selected,
a secondary box will pop up for you to key in any search parameters.
Select the type of information you will be searching by. Ex.: If you will
Be searching by SIM number, check the box next to SIM number, key
in the number or copy/paste, then select search. Please note, when
copying and pasting into these fields, you may have to right click your mouse,
copy, then put your cursor in the box for the criteria and hit the keyboard
buttons Cntrl and V at the same time to get the sim # to paste. If this is
necessary, simply hit the tab button next, then click search.

18. ZOHO CRM: Searching for information
Search results will look something like this:
Notice the account name is a hyperlink that when clicked, takes you to their account page which, reminder, also will have
their notes!

19. ZOHO DESK
• This Help Desk is very similar to Freshdesk, but has a
few things Freshdesk never had, such as immediate
access to the CRM info and to invoices.
• Tickets are submitted in the same way they were
submitted to Freshdesk, either directly by email or by
form. Forms available but not yet being used are for
General Support and GOST invoices for the different
types of service.
• The only live form as of the date of this manual is for
BFT invoice requests. If a ticket comes through for one
of these, please assign the ticket to Shannon.

20. ZOHO DESK: Navigation
From the Menu bar, the two main areas used in ZOHO Desk are Tickets and Chat. To make sure that you are able to see
all tickets and chats, please make sure that the departments option in top right hand corner is set to “All Departments”.
You can sort tickets based on what is assigned to you,
what is closed, what is open for all, etc, on the drop down
menu next to the star:

21. ZOHO DESK: Navigation
• KB is the Knowledge Base/Help Desk Main Page. It can be accessed externally at
https://desk.zoho.com/portal/netontherun/ It also has live chat option on there, as well as a section for articles
(which we currently do not have any of-suggestions are welcome!)
• Customers takes you to a list of all customers from the CRM. Clicking on any customer’s name will show their basic
CRM information. This can also be accessed from the CRM icon within the ticket

22. ZOHO DESK: Navigation
There are four “Departments” on the help desk. As stated previously, to avoid missing any tickets and/or chats, you will
need to have your view in the top right-hand corner set to “All Departments”. The individual departments are:
BFT Invoice Requests
GOST Invoice Requests
International Activation
NetOnTheRun General Support

23. ZOHO DESK: Navigation
To answer a ticket simply click on the ticket. Then click the blue arrows for “Reply”. Type your answer, and hit “Send”
To put a private note for another agent to see, click the second icon in the above circled picture-with the square box.

24. ZOHO DESK: Navigation
The Zoho Desk also has Macros, called Snippets, which are simply automated responses. If you find that there are certain
phrases you use repeatedly, let me know what they are and I will create those for you.
Some additional training videos:
https://www.zoho.com/desk/multibrand-help-center.html
https://www.youtube.com/watch?v=vsr7O_-oCEk
The Second one has a lot of extra details/informational pieces such as imap mail stuff-feel free to ignore that unless you
just want to watch to learn your way around.

25. ZOHO FORMS
While you may not use this app ever, it is used
behind the scenes, so a quick once-over.
This replaces Formstack. Any form submitted
through this creates a ticket in the Help Desk. There
is a form for General Support (including port in
requests, port out requests, number changes, etc.),
a form for GOST invoice requests, and a form for
BFT Invoice Requests.

26. ZOHO INVOICE
This app is replacing Freshbooks.
It already has every single item billed and syncs
with the CRM, so also has every single account.

27. ZOHO Invoice: Navigation
The home screen of the Invoice app is the Dashboard. From here you can see, as in Freshbooks, a handy chart of invoices
sent, paid, and over what span of time.

28. ZOHO Invoice: Navigation
On the left is the navigation menu that will take you
directly to each main area, most importantly “Invoices”
and “Recurring Invoices”.
For one-time invoices, for things such as replacement sim
cards, etc., create new invoices through the “invoice” link
on this page.
Recurrring invoices Must Be created from the “Recurring
Invoices” link.

29. ZOHO Invoice: Creating Invoices
To create a new Invoice:
• Navigate to the Invoice page. You will see a sortable list of all invoices.
• Select the New button in the top right hand corner.
• Type the customer name as it appears in the CRM. A drop-down menu should show matches, find the customer you
need to sent the invoice to and select their name. Profile name will typically be their name again, unless it is a second
line which will be billed on a different day, then it would be customer name, plus “Line 2”. That type thing.
• Invoice number is auto-populated. Order Number will be left blank.
• Invoice date would typically be the day the invoice is created unless there are special circumstances.

30. ZOHO Invoice: Creating Invoices
Cont’d
• Delete the Sales person
• Type in the item. Like with customer name, a list of possible matches should pop up. Find the item you need to have
on invoice and select. Make sure the Quantity is correct.
• Finally, make sure an email address is checked at the bottom:
• Click “Save and Send”

31. ZOHO Invoice: Creating Recurring Invoices
Recurring invoices are very similar.
• Just like with a one-time invoice, you select customer, name the profile
• The Repeat Every-either month or year. Please ensure this is correct.
• Start on-this will typically be the date you create this invoice. Please note-if the Start On date is today, then an invoice
will be automatically generated upon saving this profile.
• Payment Terms always will be due upon receipt.
• Delete Salesperson
• Enter the item in the item details section, ensuring the quantity is correct.
• Make sure an email address is checked at the bottom.
• Save and send!

32. ZOHO Invoice: Further Navigation
To confirm if a recurring profile is set up on auto-pay can be done a couple of ways.
1) Select Recurring Invoices. From the Drop-Down description of the list, select “Auto Charge Enabled”. If they are on
the list, they have enabled autopay!

33. ZOHO Invoice: Further Navigation
2) Select Recurring Invoices. Then select any name-this will bring up a sub window of that particular invoice. However
the list of all Recurring invoices will remain up as well. If an individual has the picture of a credit card by their
information, they are set up on auto-pay.

34. ZOHO Invoice: Further Navigation
To give customers access to their personalized access page:
(Handy for seeing current invoices, past invoices, changing auto pay
information, etc.)
• From the side navigation options, select “Contacts”. Scroll through
the names or utilize the search function at top of the screen.
• Once you have found the customer you are searching for, and
selected their name, you will bring up their summary page. In the
section titled “OTHER DETAILS” you will see a section labeled
“Portal Status”. Click Enable.
• On next screen, check mark next to their name and email address.
Do not click “Set portal password”-for security we want them to
pick their own. Click Save.
• An email with instructions will be sent to the customer.

35. ZOHO Showtime
This app is for screen sharing with no controls.
Mainly for training-it allows a person or group of
people to log on and see a host’s screen.

36. ZOHO Showtime: Navigation
To share a screen in ZOHO:
• go to home.zoho.com/hom. Click
Showtime.
• Click “Create Session”
• Name Session. (required)
• Description (optional)
• Schedule time-by default it will
make 4 minutes out. If you are
trying to share right then, change
the time.
• Click “create”.
• Then you will need to invite a
person to share with. To do so
from the next screen that pops up,
click “people”

37. ZOHO Showtime: Navigation
• Click “invite people” on the next screen:
• Enter email addresses, click invite attendees. A link will be emailed to them.
To See a screen shared with you in ZOHO:
• Click on the link emailed to you. This will only work if your default web browser is NOT Internet Explorer. (that setting can
be changed in windows settings/control panel/default programs).
• When you click, the first time only you will have to click “register”. Then the next screen you see should be the sharer’s
screen.

38. A NetOnTheRun Production by Shannon Tidwell