Sales Records

Sales records document your interactions and service activities with customers. They can include notes from a conversation during lead verification, feedback from client visits, issues encountered during Opportunity follow-ups, or logistics notes for Sales Order shipments. Sales records are highly flexible—you can add them to any business object and specify Cc recipients to involve relevant stakeholders in discussions.

As a specialized form of “Post” under the “Work” module, sales records are a core feature of ShareCRM. They organize all enterprise activities in a socialized format. With proper permissions, all employees can view and participate in discussions, eliminating information asymmetry, enhancing transparency, and fostering collaboration. Additionally, sales records preserve business data, preventing loss due to employee turnover and ensuring continuity for Departments.

1. Sales Record Overview

• Add a Sales Record:
  Every business object in ShareCRM supports sales records, accessible via the object’s details page. Quick Create also allows rapid creation of customer-linked sales records.

• Visibility:
  Visible to:
  • Owners of the linked business object
  • Owners’ managers
  • Related Teams members
  • Users @mentioned or Cc’d in the record
• View Sales Records:
  • Under “Work”: All CRM sales records are displayed, enabling managers or colleagues to track sales activities and engage in discussions.
  • Under “CRM > CRM Info”: Filter records by scenario (Account, Contact, or Opportunity) to quickly review related business activities.
  • Within any business object’s details page: View all associated sales records.
• Associations:
  When linking CRM objects to collaborative posts (e.g., Reports, approvals, tasks, or Calendar events), all related sales records are consolidated in the object’s details page.

• Actions:
  • Reply: Comment on the sales record.
  • Like
  • Task: Convert the record into a task (viewable under “Work”).
  • Reminder: Set a reminder based on the record content.
  • Forward: Share the record via Chats.
  • Bookmark: Saved records are accessible under “Work > More”.
  • Follow: Get notified of new replies. Followed records appear under “Work > More”.

2. Service Records

Primarily used by service teams to document client interactions, such as purchase inquiries, training sessions, or complaints.

• Access Points:
  • Under Work Order: Create a service record from the summary section of a Work Order’s details page.
  • Under Service Management: Add a service record after locating a specific Account.