Monday, August 25, 2014

ZOHO CRM - Using Workflow Alerts to Update Customers

A great way to keep your customer's informed on the progress of their Cases in your system is to use a Workflow Rule in conjunction with an Alert to send your Customer an Email when the status of their Case changes.

STEP 1: Create an Email template that pulls in and nicely formats the applicable fields from the Case/Solution modules that will provide your customer with sufficient insight into the progress made on the case.

STEP 2: Set up the workflow rule to trigger when the Case Status field is updated.

STEP 3: Create and associate an Alert to the Workflow Rule, using the email template created above, that gets sent to the Customer's Email.

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