Chapter 23: System Administration

As part of the Zoho CRM system administration, users with "Administrator" privilege can perform the following operations:

• Manage Users
• Manage Roles
• Set up company details
• Migrate data from other CRM applications
• View import history
• Export data to spreadsheets
• Customize Zoho CRM (Refer to Chapter 24: Customizing Zoho CRM)
• Setup Workflow (Refer to Chapter 25: Managing Workflow)
• Manage Email Templates (Refer to Chapter 26: Working with Email Templates)
• Manage Subscriptions (Refer to Chapter 27: Managing Subscriptions/Licenses)

Note: Ensure that you are logged into Zoho CRM system as a System Administrator, otherwise you cannot access the administrator-specific functions.

1. Managing Users

You can perform the following operations in the Users module:

• Create users
• Create power users
• Reset users' password
• Activate/Inactivate users

Creating Users

In the User: <User Name> form, you need to specify the user-related information. The following table provides descriptions of the various standard fields in the form.

List of User-related Fields

To create users

1. Click the Setup link.
2. In the Setup page under Admin Settings section, click the Users link.
3. In the Users page, click the Create New User button.
4. In the Create User page, specify the user specific details. Last Name, User ID, Status, Role, and Email fields are mandatory. Refer to the List of User-related Fields table for more details.
5. Click the Create New User button. The user login details are sent to the corresponding user's e-mail address.

To modify user details

1. Click the Setup link.
2. In the Setup page under Admin Settings section, click the Users link.
3. In the Users page, click the Edit link.
4. In the Edit User page, modify the user specific details. Refer to the List of User-related Fields table for more details.
5. Click Save.

Creating Power Users

Power users can access all the features available in the Zoho CRM system including functions under Setup module. By default, user with "System Administrator" role is one of the power users. If required, you can enable power user privilege to some of the other users also.

To create power users

1. Log in to the Zoho CRM with "Administrator" privilege.
2. Click the Setup link present at the top right corner.
3. In the Setup page, under Admin Settings section, click the Users link.
4. In the Users page, click the Edit link.
5. In the Edit User page, select the Administrator role from the Role drop-down list and click Save. Now the standard user will become one of the System Administrators.

Create Administrator User

Activating/Inactivating Users

Occasionally, in your organization, the users' roles may change or they may move to some other business units. In this case, you have to inactivate those users after changing records ownership to other users.

To inactivate users

1. Log in to the Zoho CRM with System Administrator privilege.
2. Click the Setup link present at the top right corner.
3. In the Setup page, under Admin Settings section, click the Users link.
4. In Users: page, click the Edit link for the user to be inactivated.
5. In the User: <User Name> page, clear the Active check box.
6. Click the Save button. Now the user will be inactivated.

Activate/Inactivate Users

Resetting Password

When the users are unable to retrieve their password due to some reasons (forgot password or unable to provide correct password protection answer) can request the Zoho CRM System Administrator to reset their password. After resetting the password, e-mail will be sent to the registered e-mail ID of the users.

To reset password 

1. Click the Setup link.
2. In the Setup page under Admin Settings section, click the Users link.
3. In the Users page, select the user checkbox. You can also select multiple users.
4. Click the Reset Password button. The new password will be notified to the recipients.

2. Managing Roles

In the Zoho CRM system, role function provides access privilege to various modules, fields, and special functions, such as import, export, merge records, lead conversion, and others. Users associated to the specific role can access functions that are assigned to them.

You can perform the following operations in Roles module:

• Create roles
• Control module-level access
• Control field-level access
• Associate roles to the users

Creating Roles

By default, System Administrator and Standard User roles are provided for the convenience of new users. While creating a role, first you have to associate the existing role to the new role and later you can change the modules and field-level access control. Users with System Administrator privilege can create roles.

Create New Role

To create roles

1. Click the Setup link.
2. In the Setup page under Admin Settings section, click the Roles link.
3. In the Roles: page, under the Roles List section click the New Role button.
   
   

   Note: By default, Administrator and Standard User roles are available in Zoho CRM. You cannot modify these standard roles.

4. In the Create New Role page, enter the role name and select the existing role from the Role Name and Existing Role fields respectively.
5. Click Save. The new role is first associated with the existing role. Later you can modify the modules and field-level access control list for the new role.

Controlling Module-Level Access

After creating a role, you must control the access to the modules (Leads, Accounts, Contacts, Potentials, Cases, Solutions, Products, Price Books, Tasks, Events, Forecasts, Vendors, Purchase Orders, Sales Orders, and Invoices), import/export, tools, report access, system administration, and general permissions to the roles. Users with System Administrator privilege can manage the module-level access control lists.

List of system-level access control functions

To control module-level access

1. Click the Setup link.
2. In the Setup page, under the Admin Settings section, click the Roles link.
3. In the Roles page, under the Roles List section, click either the Edit link to modify the modules list or the role name to view the module-level access control list.
   
   

   Note: You cannot edit the default roles, such as "Administrator" and "Standard User". These are provided only for your reference. Hence you are strongly recommended to define your own roles based on the existing default roles.

   
   
4. In the Role Details:<Role Name> page, the module-level access permissions are displayed.
5. Click the Edit button to modify the module-level access for the role.
6. In the Role Information page, specify the access permissions for the following:
   • Data Level Permissions
   • Module Level Permissions
   • Import Permissions
   • Export Permissions
   • Tool Permissions
   • Report Permissions
   • Admin Permissions
   • General Permission

7. 
   Refer to the List of system-level access control functions table.

8. Click Save to apply the changes to the role.

Managing Field-Level Access

You can also control the access to certain fields for the roles. This will ensure granular security and users can see the fields that are relevant to their job. For example, "Sales Stage" and "Amount" fields in Potentials module may not be required for a person looking at customer support. Similarly, "Status" of the cases can be hidden for the users other than customer support persons. Users with System Administrator privilege can manage the field-level access control lists.

Manage Field-level Access Control

To manage field-level access control list

1. Click the Setup link.
2. In the Setup page go to the User Management section and click the Field Level Access Control link. Under the Field Level Access Control section, module-specific (Leads, Accounts, Contacts, Potentials, Helpdesk, Product, Email, Tasks, Events, and others) links are displayed.
3. Click one of the module links (for example, click the Leads link to modify the field-level access control for Leads module).
4. In the <Module>: Role page, click the <role name> link (for example, "Sales Role").
5. In the <Module>: Field Level Access page, list of field-level access is displayed. Click the Edit button.
6. In the <Module>: Field Level Access page, select or clear the check boxes for the fields according to your organization�s field-level access control requirements.
7. Click Save to update the changes made to the specific module. Follow the same procedure for other modules also.

Associating Users with Roles

You can associate the role with the users with so that they can access to the modules and fields that are assigned to them. Users with System Administrator privilege can associate role with user.

Assign Role to the User

To associate user with a role

1. Click the Setup link.
2. In the Setup page, under the Admin Settings section, click the Users link.
3. In the Users page, click the Edit link for the specific <User Name>.
4. In the User: <User Name> page, select the role from the Role pick list.
5. Click Save.

Deleting Roles

You may delete some of the roles from the Roles module that are not required. After deleting a role, users associated to the deleted role will be linked to "Standard User" role. You can delete all the roles except "System Administrator" and "Standard User" roles.

Note: If you delete any role without disassociating the users to the other roles, the specific users role will be changed to Standard User role.

To delete roles

1. Click the Setup link.
2. In the Setup page, under the Admin Settings section, click the Roles link.
3. In the Roles page, click the Del link for the specific <Role Name>. The role is permanently deleted.

Managing Company Information

Immediately after signing up with Zoho CRM system, Administrator user is created. With the Administrator user login, you can convert the single user edition to a corporate user edition by adding additional users. Once second user is added in your system, Company Information link is enabled where you can specify your company information. The company information is the centralized location where you can specify your organization related information, such as company name, number of employees, address, date, currency, time zone, and other details. In addition, the company information is used to display the address details in printer friendly Quotes, Orders, and Invoices.

Company Information

In the Company Information form, you need to specify your company-related information. The following table provides descriptions of the various fields in the form.

List of Company-related Fields

To set up company information

1. Click the Setup link.
2. In the Setup page under the Admin Settings section, click the Company Details link.
3. In the Company Details page, specify the company details. Refer to Company Information table for more details:
4. Click Save.

4. Importing Data from Other CRM Applications

The Zoho CRM software provides easy-to-use migration tool for migrating data from other CRM applications to Zoho CRM. Before migrating the data please ensure that you have the complete data in CSV/XLS format and File Attachment are separated from data. Currently you can migrate data related to Users, Campaigns, Leads, Accounts, Contacts, Potentials, Tasks, Events, Notes, Competitors, Products, Cases, Solutions, Vendors, and Price Books modules.

Warning: Before migrating the data from other CRM applications, you must review the existing fields in each module, if not available create appropriate fields with proper data types. Otherwise those fields are ignored during data migration.

To migrate data from other CRM applications

1. Click the Setup link.
2. In the Setup page under the Import Tools section, click the Migrate Data from other CRM link.
3. In the Data Migration Wizard, select the required module from the Select Module drop-down list and click the Next button.
   
   

   Note: First select the Users module and in the next step you can select the other modules.

   
   
4. In the Specify Import File page, select the data file from Import File Patch field and click the Next button.
5. In the Map Fields page, map the fields in data file with the Zoho CRM module fields and click the Next button.
6. Click the Import button. It will take few minutes to complete the importation. If there are any duplicate records in XLS/CSV file or already similar records exist in the Zoho CRM system, Duplicate Records page is displayed, where you can overwrite, skip, or duplicate the existing records.
7. Click Save.

Viewing Import History

The import history contains the imported file name, module name, user name, and the imported time. You can either confirm the import or revoke the import from the import history.

To view import history

1. Click the Setup link.
2. In the Setup page under the Import Tools section, click the Import History link.
3. In the Import History page the previous import details are displayed under List of Imports section.
4. You can confirm the import by selecting the import details, and clicking the Confirm button. In case you want to revert back the imported data click the Rollback button.

Exporting Data

In case you need to import customer data to other business applications, such as Accounting and ERP applications, and further data analysis using spreadsheet programs. First you can export the data in CSV format from Zoho CRM and then import to the required application.

In the Zoho CRM system either you can export the organization-wide data or individually from the Leads, Accounts, Contacts, Potentials, Campaigns, Cases, Solutions, Products, Price Books, Vendors, Tasks, and Events modules.

To export data to external sources

1. Click the Setup link.
2. In the Setup page under the Import Tools section, click the Export All Data link.
3. In the Export Data page, select the module from the Specify Module section and click the Export button.
4. In the File Download pop-up dialog, click Save to save the export file into CSV file format.

Frequently Asked Questions

1. How many users I can create in Zoho CRM system?

Ans: You can create the first three users freely. From fourth users onwards you have to subscribe to the On-demand service or purchase a product license. For more details refer to Chapter 27: Managing Subscriptions.

2. I have lost both my password and user ID, how to retrieve my login information?

Ans: If you are a standard user contact your Zoho CRM System Administrator for resetting the password. If you are administrator, please contact support@zohocrm.com for restting your password.

3. How to set my language, time zone, date/time formats?

Ans: You can change the organization-wide language, time zone, from the Company Details page where as date/time format from the Account Information page.

6. How to change my fiscal currency?

By default, the currency is set as US Dollar ($). You can change the currency as per your organization's fiscal currency. To change the currency, select the Currency Locale from the Company Details page.