Zoho CRM: Connect Every Team with Smart Records

Zoho CRM: Connect Every Team with Smart Records

Hello Everyone,

Let’s face it—when multiple teams are involved in a customer journey, important details often fall through the cracks. Sales talks to marketing, onboarding waits for updates, and training may not even know when to begin. All this miscommunication leads to confusion, delays, and a scattered experience for the customer.

Enter: Connected Records in Zoho CRM’s Nextgen UI.


This is the first phase of an exciting rollout in CRM for Everyone, and it's here to help your entire organization collaborate better—without losing customer context.
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The Problem: Teams Work Hard, But Not Always Together  
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In CRM for Everyone, each team works in their own space. Sales has its modules, onboarding has theirs, marketing, pre-sales, training... all doing great work. But what’s missing? Coordination.
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Previously, you had to rely on emails or chat messages to pass customer information from one team to another. Not anymore.
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The Solution: What Are Connected Records?  

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Connected Records let you link two records from different modules—so teams always know what’s happening, who it involves, and what comes next.

Whether it’s:

  • Linking a deal to a product demo request

  • Creating an onboarding record after a deal is closed

  • Requesting a customer advocacy case after onboarding...

Connected Records ensures smooth transitions, full context, and less manual effort.


From the above image, we can understand that the connection for each record will differ depending on the specific task or use case, making it unique to that record.
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Two Ways to Create Connected Records  

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1. Manual Creation  

You can manually create a connected record from one module to another—whether it’s from an organization module (like Deals) to a team module (like Training), or even between two team modules.

Example: A sales executive connects a new deal to the Demo module, asking the pre-sales team to schedule a demo.

2. Automatic Creation via Workflows  

If your process is mapped, you can build workflows to connect records automatically.

Example: As soon as a deal is marked “Closed Won,” an onboarding request is created without the sales team lifting a finger.

The CRM knows what to do next—instantly.

Bonus Benefits of Connected Records  

  1. Raise Requests from Anywhere
    No more hunting through the “My Requests” tab—just raise a request directly from any module.
  2. View Key Info Using Public Fields
    Even if a team member doesn’t have access to a specific module, you can show them critical data through public fields, keeping everyone in sync.

Let’s Walk Through a Real-World Example  

Step 1: Link to Case Study  

The sales team requests a case study from marketing to help persuade the prospect. They do this by creating a connected record from the Deal module to the Case Study module.


Step 2: Connect to Product Demo  

The prospect’s interested, so the deal is linked to the Demo module. Pre-sales gets the message: time to schedule a product demo.



Step 3: Automate Onboarding  

The deal is now “Closed Won.” Instead of manually raising a request, a workflow automatically creates an onboarding record in the Onboarding module. The onboarding team gets everything they need—right on time.


Step 4: Training Time  

After onboarding, the customer wants training. The sales executive creates a connected record directly from the deal to the Training module—no extra steps, no context lost.

Each record, each task, each request—fully coordinated across all departments.

Connected Records vs. Lookups: What’s the Difference?  

You might wonder—why not just use a lookup field?

Well, lookups are static. They need to be configured by an admin beforehand and can’t adapt easily on the fly.

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Connected Records are dynamic
You can link any two records, anytime, from anywhere. It’s flexible, intuitive, and perfect for fast-moving teams that need to stay in sync without rigid CRM setups.

Ready to Try It?  

If you're using Zoho CRM's Nextgen UI, Connected Records is waiting for you to explore.

We’re truly excited about this new step toward CRM for Everyone. With Connected Records, your teams don’t just work in parallel—they work together, delivering seamless service to your customers from first contact to final follow-up.

For further details, visit pfc-group.com.

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