Sales Records

Sales records document interactions you have with customers during follow-up and service processes. They can include notes from a single conversation during Leads qualification, feedback recorded during a customer visit, issues encountered while following an Opportunity, logistics remarks when a Sales Order ships, and other flexible content. You can add Sales records to any business object and select a Cc scope so more relevant people can join the discussion.

Sales records are a type of Post within Work and are a key ShareCRM feature. Presented in a social format, they consolidate all related company activities. Based on permission settings, all employees can view and join discussions, reducing information asymmetry, increasing transparency, and improving cross-team collaboration to solve communication problems. Sales records also preserve business data so that employee turnover does not cause loss of interaction history that could impact future departmental work.

1. Sales Record Business Overview

• Adding Sales Records: You can add a Sales record to every business object in ShareCRM. The entry point is the detail page of the business record. You can also quickly create a Sales record associated with a customer via Quick Create.

• Sales Record Visibility: A Sales record is visible to the owner of the related business record, the owner’s manager, Related Teams members, and any users mentioned (@) or included in the Cc field of the Sales record.

• Viewing Sales Records:
  • In Work, users can see all CRM Sales records so managers and colleagues can stay updated on sales activities, participate in discussions, and give suggestions.
  • In CRM -> CRM Information, view Sales records by scenario for Account, Contact, and Opportunity to quickly understand related activities.
  • On each business record’s detail page, view all Sales records related to that record.
• Related Items: When you post activity records in collaboration features (Post, Report, Approvals, Tasks, Directives, Calendar), you can associate CRM business objects. All such Sales records appear collectively in the Sales records section of the related business object’s detail page.

• Actions:
  • Reply: Reply to a Sales record.
  • Like
  • Task: Convert a Sales record into a Task; assigned Tasks appear in Work.
  • Reminder: Convert Sales record content into a Reminder.
  • Forward: Forward the Sales record to Chats for discussion.
  • Favorite: Favorited records can be viewed under Work -> More in the left menu.
  • Follow: Follow a Sales record to receive enterprise notifications when new replies are posted. Followed records are listed under Work -> More in the left menu.

2. Service Records

Service records capture service-related issues encountered by service staff while assisting customers, such as purchase inquiries, training explanations, or customer complaints.

• Entry Points:
  • Work Order: On a Work Order detail page, create a new Service record under the summary section of the Work Order.
  • Service Management: Locate a customer in Service Management and add a Service record from the Service Management page.