Course Outline
Module 1: Journey Mapping with Zoho Canvas

• Principles of customer journey mapping

• Using Zoho Canvas to visualize stages, touchpoints, and emotions

• Identifying key moments of truth and potential friction points

• Lab: Build a detailed journey map for the sales onboarding process

Module 2: Basic to Intermediate Automation with Blueprint

• Understanding triggers, conditions, and actions

• Designing Blueprints to enforce process compliance and automate tasks

• Implementing field validation and automated record updates

• Workshop: Create a Blueprint to qualify and assign leads automatically

Module 3: Advanced Blueprint & Cross-Function Automation

• Designing multi-path workflows with complex branching logic

• Creating seamless handoffs between sales, marketing, and service teams

• Using "Wait" and "Goal" triggers for time-based and behavior-based automation

• Lab: Build an automated customer onboarding series

Module 4: Integration & Data Collection

• Setting up web-to-lead forms and integrating them into journeys

• Configuring telephony integration for call logging and triggering

• Using webhooks for advanced integrations (conceptual overview)

• Workshop: Design a journey triggered by a webform submission

Module 5: Journey Analytics & Optimization

• Building canvas reports to visualize drop-off points and conversion rates

• Analyzing Blueprint execution logs to find errors and bottlenecks

• A/B testing different journey paths and communications

• Final Project: Analyze a live journey and present an optimization plan