Glydus — Steering Systems CRM · Requirement Document

1. A CRM Order is created only after the PI is successfully created in SAP.
2. Production, dispatch, delivery and invoice statuses shown in CRM are synchronized read-only from SAP.
3. Outlook and WhatsApp must automatically populate the communication timeline so salespeople do not re-enter routine emails or WhatsApp conversations.
4. Distributors are Accounts/customers; there is no Distributor tab, and leads referred to a distributor are tracked inside that distributor Account.
5. There is no Domestic/Export classification; Country is normal address/location data usable as an optional filter/reporting field.
6. Segment Tags are multi-select with initial values Commercial, Inboard and Outboard.
7. At least one Segment Tag is mandatory before a Lead can become an Opportunity.
8. Technical Queries and Complaints are separate repositories because a technical question is not automatically a complaint, but both must build reusable knowledge over time.
9. Every pipeline record retains one continuous commercial history; stage transitions must not create unrelated duplicate records.
10. An Opportunity is created when the quotation is Sent/Shared.
11. A Quote becomes Won when the customer PO is received; the Trial stage is optional and can be skipped.
12. The customer PO is linked to the Quote and the SAP PI through a unique correlation ID.
13. Customer technical information form submissions map structured data back into Lead/Sales Case fields.

• Model the core commercial flow as a Zoho CRM Blueprint on the Deals module (Qualified Lead -> Opportunity -> optional Trial -> Order), with the Order transition gated on a non-empty SAP PI Number field so no one can reach Order without a successful PI.
• Implement Segment Tags as a multi-select picklist (Commercial, Inboard, Outboard) on Leads, and enforce the tag-before-Opportunity rule with a validation rule plus a Blueprint/conversion check at Lead qualification.
• Bring SAP-owned data (PI, production, dispatch, delivery, invoice status) into read-only CRM fields via an SAP-to-CRM webhook or middleware push, and lock them with field-level security so CRM users can view but never edit.
• Use Zoho CRM's native Microsoft 365/Outlook integration and the official WhatsApp Business channel so emails and conversations auto-attach to the record timeline with no manual logging.
• Build the customer technical information form in Zoho Forms with field mapping into the Lead/Deal (Sales Case) so each submission writes structured data straight back to CRM fields.
• Generate the PO-Quote-PI correlation ID with a Deluge workflow function on Quote acceptance, stamp it on the Quote, the PO record and the attached PO document (WorkDrive/attachment), and pass it to SAP for the PI.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. The Sales Pipeline begins only when a Lead has been qualified as appropriate for Sales.
2. Qualified Lead entry requires the salesperson to have assessed the Lead as an appropriate/real requirement, with Importance selected and owner + next action set; engagement routing applies.
3. A record moves to Opportunity only after the quotation has actually been Sent/Shared to the customer; a Draft Quote does not trigger Opportunity.
4. Drafting a quote does not create an Opportunity.
5. At least one Segment Tag is mandatory before a quote can be Sent/Shared.
6. Opportunity entry requires Quote ID, sent timestamp, amount and Segment Tags to be recorded.
7. Trial Stage is optional and is entered only when a sample/trial has been physically sent.
8. The Trial stage can be skipped without creating placeholder trial records.
9. Trial records must capture item/sample, qty, serial where relevant, sent date, feedback due date and outcome.
10. Trial can be skipped (Opportunity to Order) when the customer does not require a trial and the PO-to-PI process completes.
11. PO receipt alone does not create the Order stage; it marks the Quote as Won / PO Received (the board rule strip words the same status as Won / PI Pending) and starts PI validation/creation.
12. The pipeline moves to Order only after the PI is successfully created in SAP.
13. Order requires Customer PO + accepted/won Quote + SAP PI number + a unique correlation ID to be linked.
14. Every card must show Account, contact, quote/value, owner, Importance, Engagement, next action, age in stage and last meaningful customer response.
15. Drag-and-drop is allowed only when the destination stage requirements are satisfied; otherwise the system must explain exactly what is missing.

• Model the pipeline as a Zoho CRM Blueprint on the Deals module (states: Qualified Lead, Opportunity, Trial, Quote Won/PI Pending, Order); Blueprint transitions carry each entry rule as mandatory during-transition fields, which natively produces the 'explain exactly what is missing' behaviour when a Kanban drag is attempted.
• Enforce the Opportunity gate with automation, not the user: a workflow on Quote status = Sent/Shared (send logged via CRM email to Outlook or the WhatsApp integration) runs a Deluge function that stamps the sent timestamp and executes the Deal transition; a validation rule blocks Sent/Shared while the Segment Tags multi-select is empty.
• Build the Order gate as a Deluge/SAP integration: on 'PO Received' mark the Deal Quote Won / PI Pending and trigger PI creation; only the SAP success response (webhook/API callback) writes SAP PI number + unique correlation ID and executes the Blueprint transition to Order - a manual drag to Order stays blocked.
• Make Trial an optional Blueprint branch with its own mandatory transition fields (item/sample, qty, serial, sent date, feedback due date, outcome) plus a scheduled workflow reminder on the feedback due date; the Opportunity-to-Order transition remains available so no placeholder trial records are needed.
• Configure the Deals Kanban view on the stage field with card fields Account, amount, owner, Importance, Engagement and next action; compute age-in-stage from a last-stage-change datetime set by the Blueprint, and mirror stage counts/pipeline value in Zoho Analytics.
• Keep quote PDFs version-controlled in WorkDrive attached to the Quote record so the 'version-controlled PDF' rule of Workflow 7 is auditable alongside the automatically logged send communication.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Check for an existing Account/Contact before creating a duplicate Lead.
2. Requirement capture is progressive entry - the initial form must not be unnecessarily heavy.
3. Every Lead, Account and Quote stores Segment Tags; the starting tag master is Commercial, Inboard and Outboard, multiple tags can be selected, and tags are business/product-segment labels, not geography.
4. A Lead can be created without a Segment Tag if information is incomplete, but cannot become an Opportunity until at least one tag is selected.
5. Quote inherits tags from the Lead/Account and can be adjusted to the subset relevant to that quotation; a Quote cannot be marked Sent/Shared unless tags are present.
6. Account stores the broad set of segments relevant to the customer and can include multiple selections.
7. Importance is a manual salesperson input of High / Medium / Low - no numeric scoring model - and is required once the Lead is qualified.
8. A Lead may be qualified before a quote, but cannot become an Opportunity until the tag requirement is satisfied and the quotation has actually been shared (Convert Gate).
9. Owner, next action and next action date are mandatory for Qualified Lead and Sales Nurture states.
10. Engagement is intentionally simple recency, not a complex score, and is recalculated nightly and whenever a meaningful customer response is synchronized.
11. Hot = 0-20 working days since the last meaningful customer response; for a newly qualified Lead with no response timestamp, the qualification date is the starting reference; Hot leads stay in Qualified Leads.
12. Warm = 21-59 working days without a meaningful response; High Importance stays Qualified, Medium/Low moves to Sales Nurture, with Owner + Next Action mandatory.
13. Cold = 60+ working days without a meaningful response; the Lead moves to Marketing Nurture, and Cold overrides Importance.
14. A meaningful customer response is an inbound Outlook reply, an inbound WhatsApp reply, or a manually logged connected call/meeting that confirms the customer responded.
15. Outgoing salesperson attempts do not reset the engagement clock.
16. Working days exclude weekends and company holidays from a configurable CRM Working-Day Calendar.
17. If a Marketing Nurture Lead responds, immediately set Engagement to Hot, return it to Qualified Leads and notify/restore the Sales owner.
18. Closing a Lead requires one of five reasons: Sent to Distributor, Existing Customer, Not Relevant, Technical Query, Complaint; some close reasons create a linked operational/knowledge record rather than simply ending the history.
19. Sent to Distributor: select the distributor Account (optional note/customer context, set next check date); the original Lead becomes Closed - Sent to Distributor and a Referred Lead is created on the distributor Account.
20. Existing Customer: select/link the existing Account and Contact; close the duplicate/administrative Lead and retain communication under the Account - if it is a real new sales requirement, Sales should qualify instead of closing.
21. Not Relevant: a reason note is required; the Lead is closed and excluded from active nurture.
22. Technical Query: create or link a Technical Query record; the Lead closes and original communication/files remain linked to the Technical Query repository.
23. Complaint: create or link a Complaint record; the Lead closes and the complaint becomes active in Complaints with source context preserved.
24. A distributor is just another Account/customer type - the Referred Lead record is associated with the distributor Account while preserving the original prospect/customer information.
25. The distributor referral remains trackable on the distributor Account without creating a separate Distributor module.
26. Excel mass upload follows five steps: upload via CRM template or manual column mapping; map columns (Company, Contact, Email, Phone, Source, Owner, Segment Tags, requirement, notes); validate and run duplicate checks by email/phone/company-account matching; preview valid rows, warnings and rejected rows; import with a downloadable error file for correction.
27. Bulk import must respect permissions and audit who imported the file.
28. Bulk upload cannot bypass Opportunity conversion rules; missing Segment Tags must be completed before conversion.

• Model the Lead lifecycle (New → Qualified → Sales Nurture → Marketing Nurture → Closed) as a Zoho CRM Blueprint on the Leads module; the Convert Gate is a Blueprint transition whose validation requires at least one Segment Tag and a related Quote in Sent/Shared status before conversion to Deal is allowed.
• Implement Segment Tags as a multi-select global picklist (Commercial / Inboard / Outboard) shared across Leads, Accounts and Quotes; validation rules block Quote Sent/Shared and Lead conversion when empty, and a Deluge function on convert copies tags Lead → Account/Deal/Quote.
• Engagement bands: stamp a Last Meaningful Response DateTime via workflows on inbound email (Zoho Mail/IMAP for Outlook), WhatsApp replies (SalesIQ/WhatsApp Business integration) and logged connected calls; a nightly scheduled Deluge function computes working days against an org holiday/weekend calendar and writes Hot/Warm/Cold, moves the record between Blueprint states, and notifies/reassigns the Sales owner when a Marketing Nurture lead replies.
• Close routing: mandatory Close Reason picklist enforced by a validation rule; on-close Deluge creates the linked record - a Zoho Desk ticket in the Technical Query or Complaints department (source context and attachments carried over), or a record in a custom 'Referred Leads' module with lookups to the distributor Account and original Lead.
• Use Zoho CRM's native Import wizard for the Excel mass upload: downloadable template, manual column mapping, dedupe on email/phone/Company-Account, skipped/error records file, and Import History as the audit of who imported; profile permissions restrict who can bulk import.
• Reporting/follow-up: Zoho Analytics dashboards on Engagement bands and referral aging, plus a scheduled workflow that flags Referred Leads past their Next Check Date to the internal owner; store lead documents in WorkDrive linked to the record rather than CRM storage.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. The CRM should own this customer form workflow end to end.
2. The Send Customer Form action is available from a Lead, Sales Case or Quote.
3. The CRM generates a secure link and sends it through Outlook or WhatsApp, and the send event is logged automatically.
4. The customer enters the requested details and can upload drawings/documents.
5. On submission, the CRM maps responses into the same Lead/Sales Case fields automatically.
6. Blank CRM fields are auto-filled from the customer submission.
7. If the customer submission conflicts with an already populated CRM field, a Review Changes screen is shown rather than silently overwriting salesperson-entered data.
8. The submission timestamp, submitter, form version and original response payload/document are stored for auditability.
9. The form may be submitted before quotation or later before PO/PI, and all submissions update the same commercial case.
10. Every submission/version and timestamp is stored so the source of each field is auditable.
11. Submitted data supports quote preparation or later SAP/PI validation before PO handoff.

• Build the form in Zoho Forms with a UTM/record-token prefill; a Deluge custom button on Lead/Deal/Quote generates the tokenized secure link, sends it via the Outlook (email) integration or the WhatsApp channel, and logs the send as a closed Activity on the record's Timeline.
• Ingest submissions with the native Zoho Forms-CRM integration plus a Deluge merge function: write values only into empty Lead/Deal fields; on conflict, park the customer value in shadow 'Submitted_' fields and set a 'Review Pending' flag instead of overwriting.
• Implement the Review Changes screen as a CRM widget (or Wizard) showing CRM value vs submitted value side by side, with per-field accept/reject that the salesperson confirms before the record is updated.
• Version every submission as a child record in a custom 'Form Submissions' module (timestamp, submitter, form version, link to raw payload/PDF), so the source of each field stays auditable across pre-quote and pre-PO submissions.
• Route uploaded drawings/documents to a per-Sales-Case WorkDrive folder linked from the Deal rather than into CRM attachment storage, keeping large GA drawings and photos out of CRM limits.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Quote No. is auto-numbered.
2. At least one Segment Tag is mandatory before a quote can be Sent/Shared; a Quote cannot be sent/shared unless Segment Tags are present.
3. Line items can reference a read-only SAP material master; SAP material mapping is required before PI creation.
4. Commercial terms must use approved templates / controlled fields.
5. Older sent versions are never overwritten; each revision is a new version (V1/V2/V3) with revision reason and superseded-version reference.
6. The generated branded PDF is previewed before send and retained with the Quote record.
7. Sent communication (Outlook email or WhatsApp Business) auto-logs in CRM with timestamp.
8. Drafting a quote does not create an Opportunity; the Sales Pipeline moves from Qualified Lead to Opportunity only after the quote is actually Sent/Shared.
9. Draft and Internal Approval / Ready to Send statuses cause no pipeline stage change.
10. Revised / Negotiation keeps the pipeline at Opportunity or Trial.
11. A Quote is considered Won when the customer PO is received and accepted against that Quote; on PO receipt store PO number, PO date and the original PO document.
12. Won / PO Received begins SAP mapping + PI creation but does not yet move the pipeline to Order.
13. Lost / Rejected / Expired closes / marks the outcome; a lost reason is required where applicable.
14. CRM creates a unique Order Correlation ID that links Sales Case ID + Quote ID + Customer PO + SAP PI.
15. Before PI creation, validate SAP Customer Code, SAP Material Codes, quantity, price, currency, terms and any required customer-form fields.
16. PI is created through the supported SAP API/middleware; every retry must reuse the same correlation ID to prevent duplicate PIs/orders.
17. On successful PI response, store the SAP PI number, create/move the Sales Pipeline record to Order and create the CRM Order record.
18. If PI creation fails, keep the Quote as Won / PO Received - PI Pending, expose the integration error and do not create a duplicate Order.
19. After the Order is created, CRM shows read-only SAP production, dispatch, delivery and invoice status.
20. The commercial case becomes an Order only after the SAP PI is successfully created; Trial, where used, is optional and skippable without placeholder records.

• Zoho CRM Quotes module + Blueprint: model the 7 statuses (Draft -> Internal Approval -> Sent/Shared -> Revised -> Won/PO Received -> PI Created; Lost as exit) as Blueprint states; the Sent/Shared transition carries a validation that Segment Tags is non-empty, and After-transition actions update the linked Deal stage (Qualified Lead -> Opportunity, PI Created -> Order).
• Versioning via a 'Create Revision' custom button + Deluge function that clones the quote as V(n+1) with Revision Reason and Superseded Version fields, then locks the sent parent record (record locking / profile permissions) so sent versions are never overwritten.
• SAP material master as a read-only synced custom module; quote line items reference it through subform lookups, and a validation rule blocks the Won -> PI transition until SAP Customer Code and SAP Material Codes are populated.
• PDF and send: CRM Inventory Templates for the branded PDF with preview; Outlook via Zoho CRM's O365/IMAP email integration and WhatsApp Business via a marketplace extension - both channels log automatically to the record timeline, satisfying the auto-log rule.
• PI handoff as a Deluge function fired on the Won/PO Received transition: generate the Order Correlation ID (unique field: Sales Case ID + Quote ID + PO), call the SAP API/middleware through a CRM Connection, reuse the same ID on retries, write back the PI number, and let a workflow create the CRM Order record; failures set a 'PI Pending' flag and surface the integration error on the record.
• Zoho Analytics dashboard reproducing the module's KPI cards (Draft / Sent-Shared / PO Received / Order Created counts); original PO documents stored as attachments or in WorkDrive linked to the Quote.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Distributors are represented as Account Type = Distributor, not in a separate Distributor module.
2. Segment Tags on the account profile are multi-select.
3. The customer-type list (Distributor, Shipyard, Boat Builder, OEM, Dealer, Naval Architect, Government, End Customer, Other) is a configurable master.
4. Sales/order values in the current-year panel come from SAP where appropriate.
5. Current-year figures and the 5-FY history must be kept visible together on the account.
6. The referred-leads panel is shown only when Account Type = Distributor.
7. Associated records (Contacts, Leads, Referred Leads, Pipeline, Quotes, Orders, Activities, Complaints, Technical Queries, documents) are presented as clickable tabs / related lists.
8. SAP Customer Code / ERP reference is required on the Account for PI handoff.
9. When Sales closes a Lead as Sent to Distributor, the CRM creates a separate Referred Lead tracking record associated with the distributor Account while preserving the original prospect/customer information.
10. The original Lead remains Closed - Sent to Distributor (historically closed) while the Referred Lead appears on the distributor Account with its own action/status tracking.
11. The Referral ID must be a unique trackable ID independent of the original Lead ID, and the record must preserve who the actual end prospect is.
12. Referred Lead status is one of: Sent, Acknowledged, Contacted, Quote Shared, Won, Lost, No Action; Sent Date / Sent By is captured for accountability and aging.
13. Next Check Date and Internal Owner drive salesperson follow-up to ensure the distributor is actioning the referral; if won, the referral links to the Quote/Order where available.

• Use the standard Zoho CRM Accounts module: Account Type as a global picklist backing the 9-value configurable master (admin-editable without code), plus a multi-select picklist for Segment Tags and a mandatory-by-rule single-line SAP Customer Code field.
• Build Referred Leads as a custom module with lookups to the Distributor Account and the original Lead; it appears on the Account as a related list, and a Client Script or Canvas record page shows the referred-leads panel only when Account_Type = Distributor.
• Enforce the PI-handoff gate with a CRM Validation Rule (or Blueprint transition condition on the Quote/Order process) that blocks handoff while SAP Customer Code is empty on the linked Account.
• Compute current-year vs 5-FY panels in Zoho Analytics (CRM + SAP-synced data) and embed the dashboard on the Account detail page; sync SAP sales/order values into rollup fields via a scheduled Deluge function or middleware so YTD figures match SAP.
• Automate the referral lifecycle with Workflow rules: stamp Sent Date/Sent By on Referred Lead creation, and an escalation workflow that emails/tasks the Internal Owner when Next Check Date passes with status still Sent/No Action.
• Store the Documents tab content in WorkDrive folders linked per Account rather than CRM attachments, keeping the 360-degree view's document tab organized and shareable.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Every Contact is stored as a person associated with an Account.
2. Buying Role is a multi-select field restricted to: Decision Maker, Technical Evaluator, Procurement, Finance, Influencer, User, Gatekeeper.
3. Each Contact carries relationship data: Owner, preferred channel, last interaction and next action.
4. WhatsApp consent is recorded as opt-in with consent source, consent date and communication preferences, and the opt-in status is visible on the contact record.
5. The Contact provides one unified individual communication history aggregating Outlook email, WhatsApp, calls, meetings, notes, quote sends and form sends/submissions.
6. A Contact is associated with its Leads, Sales Cases, Quotes, Orders, Complaints and Technical Queries.

• Zoho CRM Contacts module with Account lookup; Buying Role as a multi-select picklist carrying exactly the seven spec values; designation maps to the standard Title field, department to a custom picklist.
• Consent block as custom fields (WhatsApp_Opt_In checkbox, Consent_Source picklist, Consent_Date date, Communication_Preferences multi-select) plus a Deluge guard in every WhatsApp send function and a workflow alert so no message goes out when opt-in is false.
• Outlook side of the timeline via Zoho CRM's Microsoft 365/Outlook email integration (emails auto-associate to the contact); WhatsApp messages logged to the contact through the WhatsApp Business integration or a Deluge webhook writing timeline entries.
• Last interaction and next action automated: a workflow/Deluge function stamps Last_Interaction on every logged call, email or WhatsApp, and Next Action is maintained as an open CRM Task so it appears in the salesperson's queue.
• Associations render as native related lists once Deals (Sales Cases), Quotes and Sales Orders reference the contact; Complaints and Technical Queries live in Zoho Desk and appear on the contact via the Desk-CRM integration widget.
• Zoho Forms mapped to CRM push form sends/submissions into the contact timeline, completing the aggregation the spec's Timeline row requires.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. A CRM Order must not be created just because a PO was received - the Order stage begins only after SAP confirms PI creation (Critical rule).
2. The Order entry trigger is successful PI creation in SAP, not merely PO receipt.
3. For reporting, a Quote is considered Won when the customer PO is received and accepted against that Quote; the commercial case becomes an Order only after the SAP PI is successfully created.
4. On PO receipt, store the PO number, PO date and the original PO document in CRM, linked to the Quote.
5. CRM creates a unique Order Correlation ID that links Sales Case ID + Quote ID + Customer PO + SAP PI.
6. Validate SAP Customer Code, SAP Material Codes, quantity, price, currency, terms and any required customer-form fields before creating the PI.
7. Create the PI through the supported SAP API/middleware.
8. Every retry of the integration must reuse the same correlation ID and must not create duplicate PIs or Orders.
9. On successful response, store the SAP PI number and create/move the Sales Pipeline record to Order; the PI number becomes the key ERP link shown on the Order.
10. If PI creation fails, keep the Quote as Won / PO Received - PI Pending, expose the integration error, and do not create a duplicate Order.
11. Until PI succeeds, the pipeline record remains Opportunity or Trial with PI Pending.
12. Production, inspection, dispatch, delivery and invoice fields are read-only from SAP; CRM must not duplicate SAP operational data entry.

• Zoho CRM Blueprint on the Sales Pipeline: the transition into the Order stage is executed only by the SAP-success callback (Deluge function/webhook), never manually - enforcing 'PO alone never creates an Order' at the process layer.
• Validation rules + a Deluge pre-handoff function block the SAP handoff until SAP Customer Code, SAP Material Codes, quantity, price, currency, terms and mandatory customer-form fields are filled; the Order Correlation ID is generated in Deluge and stored in a unique, read-only field.
• PI creation via Deluge invokeurl (or Zoho Flow/Catalyst function) to the SAP middleware, passing the stored correlation ID; a 'Retry PI' custom button reuses the same ID (idempotent), writes back the SAP PI number on success, or sets Won / PO Received - PI Pending and logs the error into the Integration Health fields on failure.
• Field-level security: all Operations fields (production/fulfilment, inspection, confirmed delivery, dispatch, delivery, invoice) are read-only in every sales profile/layout and populated exclusively by the SAP sync integration user.
• Customer PO stored as an attachment (or WorkDrive link) on the record with dedicated PO Number and PO Date fields, related to the Quote via lookup.
• Zoho Analytics (or CRM dashboard) reproduces the Orders KPIs - Orders YTD, PI Pending Errors, In Production, Ready/Dispatch - driven by the SAP Status and sync-state fields.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Activities is the salesperson's daily working queue and combines manual tasks with auto-logged Outlook/WhatsApp communications.
2. The module provides Overdue, Today, This Week, Completed, My Activities and by Account/Owner views.
3. Manual activity types are call, meeting, customer visit, follow-up, internal note and technical discussion.
4. Outlook emails sent/received and WhatsApp messages sent/received, including status events, are logged automatically.
5. Activities can be created directly from the Activities page via the + Add Activity drawer, without leaving the page.
6. When creating an activity the user chooses the Account, Contact and the related Lead/Sales Case/Complaint/Technical Query.
7. Completing an activity captures the outcome and the next action.
8. Whether a next action is required at completion depends on the state of the related record.
9. Every activity should appear automatically on all linked record timelines.

• Base the module on Zoho CRM's native activities (Tasks/Calls/Meetings): add custom picklist values for customer visit, internal note and technical discussion, and custom fields Next Action (text), Next Action Date (date) and Priority to match the drawer exactly.
• Build the six views as CRM custom views with criteria on Due Date, Status and Owner (Overdue = due < today and open; My Activities = owner is current user; by Account/Owner via sort/group), and drive the four counters from view counts or an Analytics KPI row embedded above the list.
• Outlook auto-logging comes from Zoho CRM's Outlook add-in / email association (sent/received mail attaches to the Contact automatically); WhatsApp sent/received and status events need the WhatsApp Business integration or a webhook into a Deluge function that creates activity records tagged Auto-logged.
• Enforce the completion rule with a validation rule plus a Deluge function on close: block status Completed unless Notes/Outcome is filled, and require Next Action + Next Action Date conditionally by reading the related Lead/Deal/Case stage first (the 'depends on record state' gate).
• Timeline association is native via Who/What: set Contact (WhoId) and the related Lead/Deal (WhatId) on every activity so it shows on those record timelines; for Complaints/Technical Queries handled in Zoho Desk, mirror the activity onto the ticket with a Deluge/Desk API call so both timelines stay complete.
• Recreate the + Add Activity drawer as a CRM Wizard or a Canvas quick-create button on the Activities list view so salespeople add activities with the drawer's exact field order without leaving the page.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Complaints and Technical Queries are maintained as separate repositories.
2. Technical/safety-sensitive answers require approval before being suggested as reusable responses.
3. Incoming Outlook or WhatsApp communication auto-logs against the Contact and Account.
4. Rules/AI may suggest the Complaint or Technical Query classification, and the user confirms whenever confidence is not high.
5. The original message/thread, files and context are linked to the Complaint or Technical Query record, preserving the original thread.
6. Every complaint tracks priority, target TAT, age, due date, escalation and status.
7. Resolution capture records diagnosis, root cause, corrective action, solution and resolved date.
8. Approved resolutions/answers are captured and made searchable for future sales responses.
9. Knowledge entries carry symptoms/keywords, applicability, technical approval and linked similar complaints.
10. The register and knowledge base are searchable by symptom, wording, product, code/category and customer.
11. If a Lead is closed as Complaint, the Complaint record is automatically created/linked and the source communication is retained.

• Build Complaints as a custom Zoho CRM module (auto-number Complaint ID, lookups to Account/Contact/order-PI reference) with a Blueprint driving Open -> Investigating -> Resolved; the Resolved transition mandates Diagnosis, Root cause, Corrective action and Solution, and stamps Resolved date.
• Model Knowledge Answers as a second custom module linked to Complaints (multi-select lookup for linked similar complaints) with a CRM approval process so a record only becomes an approved reusable answer after Technical team sign-off - satisfying the safety-sensitive approval rule.
• Use the Zoho CRM Outlook add-in and a WhatsApp Business channel integration (via Zoho CRM/SalesIQ) to auto-log messages against Contact + Account; a workflow plus Deluge function creates the Complaint and attaches the original thread and files so context is preserved.
• Implement TAT with workflow rules and Deluge: set Due date from Priority (target TAT) on create, use a formula field for Age, scheduled escalation alerts on breach, and custom views feeding the Open / Due Today counters.
• Lead-close integration: a workflow on Leads fires when the close reason is Complaint, and a Deluge function auto-creates/links the Complaint record and copies the source communication and attachments across.
• Zoho Analytics dashboard for Open, Due Today, Resolved-this-month and Approved Knowledge Answer counts; keep Symptoms/keywords in a searchable field so search covers symptom, wording, product, code/category and customer; route heavy attachments/media to WorkDrive links rather than CRM storage.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Technical Queries is a separate repository for questions that are not complaints; Complaints and Technical Queries are separate repositories.
2. Technical/safety-sensitive answers require approval before being suggested as reusable responses.
3. Query status is tracked as New, Awaiting Technical, Answer Drafted, Approved, Answered, Closed.
4. Each query tracks TAT: age, due date / SLA target and escalation.
5. Before drafting an answer, the system shows likely similar resolved queries and approved answers.
6. Email or WhatsApp messages auto-log against Contact + Account, and the original message/thread, files and context are linked to the created record.
7. Rules/AI may suggest Complaint or Technical Query; the user confirms the classification if confidence is not high.
8. Classify as Complaint when the customer reports a failure, defect, poor performance, service problem or dissatisfaction (e.g. leak, heavy steering, noise, failure, delayed/incorrect item).
9. Classify as Technical Query when the customer asks how the product works, compatibility/specification/certification or application guidance (e.g. torque margin, dual station compatibility, certification availability, installation question).
10. Every answer records draft answer, final answer, answer sent date and the technical approver.
11. Approved answers become reusable knowledge carrying tags/keywords, applicability limitations and similar questions, searchable for future sales responses.
12. If a Lead is closed as Technical Query, create/link the Technical Query record and preserve all original context.

• Build Technical Queries as a Zoho CRM custom module with a Blueprint enforcing New -> Awaiting Technical -> Answer Drafted -> Approved -> Answered -> Closed; restrict the Approved transition to the Technical team profile and use a during-transition mandatory field to capture Technical Approver and approval date.
• Intake: Zoho CRM email-in (Outlook/IMAP) plus a WhatsApp channel integration; a Deluge workflow matches sender to Contact + Account, attaches the full thread and files to the record, and sets a Classification picklist that the salesperson confirms (validation rule blocks Blueprint progress until classification is confirmed).
• TAT: workflow computes Due Date from SLA target on create; time-based workflow actions escalate overdue Awaiting Technical queries (notify owner and technical lead) and stamp the escalation flag shown in the TAT column.
• Knowledge reuse: keep approved answers on the record with an 'Approved for reuse' checkbox set only by the Approved Blueprint transition; a related-list widget or Deluge search function queries by tags/keywords/product to surface similar resolved queries and suggested answers before drafting (only Approved = true records are suggested).
• Lead close integration: workflow on Leads where Closed reason = Technical Query runs a Deluge function that creates/links the Technical Query record, copying description, attachments and the email thread so all original context is preserved.
• Dashboards: Zoho Analytics (or CRM dashboards) reproduce the four KPI cards - Open Queries, Awaiting Technical (escalated), Answered this month, Approved Answers (reusable) - plus TAT/escalation reports.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Analytics starts with high-level KPI cards, and the user or manager can then build configurable charts.
2. Clicking a card or chart drills into the underlying records with the same filters applied.
3. Every visualization supports drill-down to the underlying records.
4. Sales vs Target compares the SAP-confirmed chosen sales measure against the configured target, and it must be clearly defined whether the target is based on order/PI value or invoiced sales.
5. Lead Conversion Ratio = Qualified Leads / Leads created, with optional alternative definitions in Settings.
6. Quote Win Ratio (count) = Quotes Won (PO received) / decided Quotes shared; revisions must not be counted as independent quotes.
7. Quote Win Ratio (value) = Won Quote value / total value of decided Quotes.
8. Pipeline Value is reported by Qualified Lead / Opportunity / Trial / Order.
9. Engagement Mix reports Hot / Warm / Cold and Qualified / Sales Nurture / Marketing Nurture.
10. Distributor Lead Actioning tracks referred leads by Sent / Contacted / Quote Shared / Won / No Action and average days to action.
11. Complaint TAT reports average, median and % within target, filterable by priority, category and product.
12. Technical Query TAT is the average/median time from received to approved/answered.
13. PI Creation Turnaround measures PO received to successful PI creation in SAP, including integration failures and backlog.
14. Users can add, remove and reorder KPI cards and charts.
15. Supported chart types are bar, line, funnel, stacked bar, donut/pie and table.
16. Available filters are date, owner/team, Account/customer type, Segment Tags, product, pipeline stage, complaint/query category, and country when useful.
17. Personal dashboards are supported alongside manager-published shared dashboards.
18. Targets are permission-controlled and can be entered by period, salesperson and team.

• Build the KPI library in Zoho Analytics (CRM + Desk data synced) rather than native CRM dashboards: median and % within target for Complaint/TQ TAT and the win-ratio formulas need Analytics aggregate formulas and Query Tables; native CRM components cannot compute medians.
• Model quote revisions as versions under a parent Quote (parent lookup + revision number in CRM) so a Query Table can compute Quote Win Ratio on decided parent quotes only, honoring the do-not-count-revisions rule.
• Create a Sales Targets custom module in Zoho CRM (period, salesperson, team, target value, basis) with profile/role permissions so target entry is permission-controlled; sync it to Analytics and join against SAP-confirmed sales for the Sales vs Target card.
• Capture Distributor Lead Actioning timestamps (Referred/Sent, Contacted, Quote Shared, Won/No Action) as datetime fields written by CRM workflows or Blueprint transitions, so average days to action is computable in Analytics.
• Drill-down: use Analytics view-underlying-data on every widget, and keep dashboards embedded in a CRM web tab named Analytics; simple count cards can also be CRM dashboard components with native drill-down to filtered list views.
• Personal vs shared dashboards map to Analytics private dashboards per user plus manager-published dashboards shared to groups with view permissions; PI Creation Turnaround needs the SAP integration middleware to log PI success/failure timestamps back to CRM.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. All Settings areas are configured by the admin — Settings holds all configurable CRM masters and workflow rules.
2. Segment Tags is a multi-select master with Commercial, Inboard and Outboard values, extensible with future additions.
3. Pipeline stage names and required fields per stage are admin-configurable, and the Trial stage is optional.
4. The Order stage trigger is SAP PI created.
5. Lead Importance values are High, Medium and Low.
6. Engagement bands are Hot 0-20, Warm 21-59 and Cold 60+ working days.
7. Engagement age is measured in working days using the working-day calendar of weekends plus company holidays.
8. Lead routing follows the configured matrix: Hot/Qualified; Warm+High Qualified; Warm+Medium/Low Sales Nurture; Cold Marketing Nurture.
9. Lead close reasons are limited to Sent to Distributor, Existing Customer, Not Relevant, Technical Query and Complaint.
10. Distributor referral statuses and follow-up rules (cadence and accountability) are admin-configured masters.
11. Excel imports run only through admin-defined templates, allowed fields, dedupe rules and import permissions.
12. Customer forms follow admin-defined form templates, field mappings, required fields and conflict-review rules.
13. Quote templates govern numbering, line-item masters, terms, approval rules and the PDF template.
14. Complaint / Technical Query masters define categories, TAT targets, escalation and technical approval rules.
15. Analytics configuration covers the KPI library, targets, chart permissions and shared dashboards.
16. Integrations cover Microsoft 365/Outlook, WhatsApp Business and SAP, each with sync health and error queues.
17. The audit log records critical configuration changes, imports, transitions and integration events.

• Users / Roles: model teams and record visibility with Zoho CRM Roles + Profiles and data-sharing rules; set the default landing page per profile via CRM home-page customization; Zoho's built-in Audit Log covers user/permission changes.
• Engagement bands: Zoho has no native working-day lead-age math — run a daily scheduled Deluge function that computes engagement age against a Holidays custom module (weekends + company holidays) and stamps an Engagement Band picklist (Hot/Warm/Cold) on the Lead.
• Routing and close reasons: implement the routing matrix as Workflow Rules (or Assignment Rules) keyed off Engagement Band + Lead Importance, and enforce close reasons with a Leads Blueprint whose Close transitions require the Close Reason picklist (5 fixed values).
• Quote templates: use Zoho CRM Inventory (Quote) templates for the PDF layout, an auto-number field for numbering, Products as the line-item master, and CRM Approval Processes for quote approval rules.
• Complaint / TQ masters: keep categories, TAT targets and escalation in Zoho Desk (departments, SLA policies, escalation workflows), with technical-approval steps as Desk Blueprints; sync Desk tickets to CRM Complaints/Technical Queries.
• Integrations and audit: native Microsoft 365/Outlook integration, WhatsApp Business via CRM's WhatsApp channel, SAP via middleware/webhook + Deluge; log every sync failure to a custom Integration Log module to serve as the error queue, and rely on the exportable CRM Audit Log for configuration/import/transition events.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

1. Connect approved company mailboxes through Microsoft 365 / Outlook APIs and approved authentication.
2. Auto-log sent and received customer emails when the sender/recipient matches a CRM Contact.
3. Preserve direction, participants, subject, timestamp, body/preview per retention policy, attachment references and conversation/thread ID for every logged email.
4. Match automatically to Contact + Account, and to Lead/Sales Case/Quote/Complaint/Technical Query where confidence/rules are clear.
5. Emailing a Quote or Customer Form from CRM must send through the salesperson's mailbox and be visible in Outlook Sent Items where supported.
6. Provide an Unmatched Communications queue and sync/error monitoring.
7. Use an official company WhatsApp Business integration, not personal-account scraping.
8. Normalize phone numbers and match incoming/outgoing WhatsApp messages to Contacts and Accounts.
9. Log WhatsApp messages/media and delivery/read/failure state where available.
10. Allow users to send/reply from CRM only subject to company consent/template rules.
11. Allow Quote and Customer Form links to be sent from CRM over WhatsApp and auto-logged.
12. Allow a message/conversation to create or be classified as a Lead, Complaint or Technical Query while preserving context.
13. Use the supported SAP API / middleware for the company's SAP landscape; never write directly into ERP database tables.
14. On PO receipt, validate SAP Customer Code, Material Codes and required commercial data before creating PI.
15. Create PI with a unique CRM correlation ID / external reference; every retry must reuse the same ID to prevent duplicate PI creation.
16. Store the SAP PI number in CRM; successful PI creation is the only automatic transition to Order.
17. Synchronize production/fulfilment, dispatch, delivery and invoice states read-only into CRM.
18. Expose integration errors to authorized users with clear retry/resolve actions and an audit history.
19. Outlook and WhatsApp should automatically populate the communication timeline - salespeople should not have to re-enter routine emails or WhatsApp conversations (section 1 principle).
20. Every stage transition should be based on a real business event, not subjective manual stage movement (final developer principle).

• Outlook/M365: use Zoho CRM's native Microsoft 365 integration (org email + O365 sync) for per-Contact auto-logging via the salesperson's own mailbox; build the Unmatched Communications queue as a custom module populated by a Deluge workflow when inbound mail has no Contact match, with an admin custom view carrying re-match/resolve actions.
• WhatsApp: connect the official WhatsApp Business API through Zoho CRM Business Messaging - approved message templates enforce the consent/template rules - and use a Deluge function on inbound conversations to create Lead, Complaint (Zoho Desk ticket) or Technical Query records with the conversation ID stamped so context is preserved.
• SAP handoff: call the SAP middleware from a Deluge function (invokeurl) or Zoho Flow; hold the Order Correlation ID in a unique custom field on Customer PO, and make the retry button re-read that stored ID rather than generating a new one, guaranteeing idempotent PI creation.
• Blueprint gating: model the Sales Case pipeline as a CRM Blueprint whose transition into Order is executed only via API by the SAP success callback (after the PI number field is written back), so no user can manually move a record into Order - matching the 'only automatic transition' rule.
• Read-only status sync: mark the SAP status fields (production, dispatch, delivery, invoice) read-only in all profiles/layouts, update them via middleware upsert calls, and add a validation rule that rejects any manual edit.
• Error surfacing: an Integration Log custom module storing correlation ID, payload summary, error and status, with a Retry custom button (Deluge), record-level audit history, and workflow alerts (email/Cliq) to authorized users only.

Implementation notes by Rede Corporativa — how each behaviour above lands in Zoho One (CRM, Desk, Forms, Analytics).

Tick as answered during the session — ticks are saved in this browser. These also appear together under the Session Questions tab.

Tick as answered — these also appear in the Session Questions tab.