CRM Report

1. CRM Report Overview

The CRM Report is a core auditing feature in the CRM system that records all actions performed by Roles within the CRM. It provides comprehensive, accurate records of customer relationship management activities to help you track Business Processes, improve customer service quality, and enhance team collaboration.

2. Viewing Reports

Report list page: After entering the CRM Report module, you will see a time-descending list of Reports showing recent actions. Each Report contains key fields displayed in the following order: Operator, Operation Time, Action, Target Object, Record Data, and Details (Target Object + Action Content).

• Operator:
  1. If the operator is an employee, the employee nickname displays.
  2. If the action originates from a workflow or approval flow, the operator displays as “system”.
• Operation Time: YYYY-MM-DD HH:MM:SS (localized display follows your locale settings)
• Action: examples include Modify, Enable, Claim, Edit, Change Deal Status, Add, Grant, Assign, etc.
• Target Object: includes all out-of-the-box objects plus any custom objects.
• Record Data: the specific data instance of the Target Object.

3. Change History

In an object’s Change History, the system shows data for the past year by default (looking back one year from the record’s Last Modified Time).
When you scroll to the bottom, a message appears: “Showing all data before YYYY-MM-DD”, where the displayed date is calculated by subtracting X months from the record’s Last Modified Time (X equals the number of months already loaded).
Click “Load more” to retrieve an additional year of data. When the time range reaches the maximum queryable period configured for the organization, the message changes to “All data loaded”.

By default, the system supports querying up to 18 months of data. If you require a longer retention/query window, contact your account manager to request a special approval for expansion.

4. Viewing Action Record Details

Click any Report entry to expand and view detailed information about that action record.

5. Data Export

Exports support UTF-8, GBK, and GB2312 file encodings.

Exported Reports include fields such as Operator, Operation Time, Action, Target Object, Record Data, Details, Record ID, and Field Change History.

CRM Report

6. FAQ

6.1 Where can I find action records for a deleted object?

You can view the object’s related action records in the CRM Report.

6.2 Will actions performed through third-party platforms (DingTalk/WeChat Work) be recorded in the CRM Report?

Currently, the CRM Report only logs actions performed via the ShareCRM client, Web, or mobile apps. Actions that originate from third-party platforms such as DingTalk or WeChat Work are not recorded in the CRM Report.

6.3 Order of entries in Change History

If a record undergoes multiple operations within a close time range, the order of entries shown in Change History may not strictly match the actual sequence of data changes.
Reason: logging is processed asynchronously, and functions or Business Processes that update data also run asynchronously, so strict temporal ordering cannot be guaranteed. Display order does not necessarily represent the true chronological order of data changes.

Use the record’s current data values as the source of truth when you encounter the following cases: 1. Two Change History entries made near the same time modify the same field, but the record’s current value does not match the final value shown in the last Change History entry. 2. A newly created Change History entry does not appear as the first item; a process or other action appears earlier than that new entry.