If a Zoho CRM report is empty or a dashboard looks wrong, the CRM is often doing what it was configured to do. Most broken-looking reports come down to who can see which records, fields and folders, or a filter nobody remembers setting. Work through these in order.
1. The report shows fewer records than you expect
Per Zoho, reports only show records the person running them can already access in the primary module. Check the user's role and profile and the module's data-sharing settings under Setup > Users and Control > Security Control. By default, users in the same role cannot see each other's data unless peer sharing is enabled.
2. A sharing rule exists but a higher role still cannot see the data
Superiors generally cannot see data shared with their subordinates through custom sharing rules. Zoho's "Superiors Allowed" option in the rule changes this, so open the rule under Sharing Settings and check it.
3. The report exists but nobody else can open it
A report is visible to its owner and to users it is shared with, and users can also view reports in a folder shared with them. Folder access can be set to only you, everyone, or selected users, groups, roles or roles with subordinates. Hiding a folder does not hide its reports, and administrators can view all reports regardless of sharing.
4. A report on related modules is blank for one user
If a user has no access to either the parent or the child module in their profile, they cannot view a report that combines them. Confirm module permissions for both modules under Profiles.
5. Filters or date criteria quietly narrow the data
Reports can carry filter criteria, and date-based criteria apply to date fields in the primary module. A quick-view filter can also be applied on top of the saved criteria. Remove or widen one criterion at a time to see which one removes the records.
6. A dashboard chart is missing for some viewers
Field-level security applies to shared dashboards: a chart is hidden from users who cannot view the field it depends on. Zoho's example is a revenue-by-industry chart hidden from users who cannot see the Industry field. Check field permissions per profile.
7. Dashboard numbers change when someone applies filters
Each user with access can apply their own component-filter values, and dashboard filters can be saved, so two people can see different figures on the same dashboard. Use Clear on the filter controls to return to the original view.
8. Nobody can find or edit someone else's dashboard
Dashboards are shared as Only me, All users or Custom. Locked dashboards can only be changed by their creator and CRM admins, and only Admins and Super Admins can see dashboards created by other users unless they are shared. Users also need the right dashboard permission in their profile.
9. A report was deleted
Zoho states deleted reports appear in Recently Deleted for 30 days and can be restored before they are permanently deleted.
10. An export is cut off
Zoho lists a maximum of 2,000 rows for a formatted export and 50,000 rows for a detailed export of a report, with daily detailed-export counts that depend on edition. Dashboard component exports have their own caps. Check your edition and Zoho's current limits.
When it is still not clear (practical advice)
Ask a user who has the problem to open the same report, or test as that user, and compare their role, profile and folder access with yours. Change one setting at a time and note what changed.
Sources
- Zoho Help: Understanding and building reports
- Zoho Help: FAQs on roles and profiles
- Zoho Help: Create a dashboard
Originally published at skyfallhq.net. Skyfall Labs is an official Zoho Partner.
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