How to select the main CRM objects
Many various objects could be found in CRM, some by default, some optional.
Sales & Marketing objects
Leads
Lead represents a person or an organization that currently is not a customer, but have a potential to be. Creating a lead record usually is a first step of the sale process. As more information about the Lead is gathered it’s supposed that lead will be converted into a Account, Contact and Opportunity.
New leads are supposed to be created by the following scenarios:
- Manually by CRM users;
- Through the API (e.g. through the web form);
- Automatically by a Workflow rule.
By utilizing Workflows administrator can set up the system to apply a specific assignment rule to new leads, i.e. Round-Robin and Least-Busy rules. For more complex business flows it’s recommended to utilize BPM tool.
To prevent overlooking of new leads, users can add Lead entity type to the Global Auto-follow list at Preferences. Then they will automatically follow every new lead.
Converting
To convert a lead, you need to click Convert button on the lead detail view. Then you can check to which record types you want to convert: Account, Contact, Opportunity.
Converted lead won’t be removed from the system. It will have status Converted, records it was converted to, will be available on Converted To panel.
Contact can be related to multiple Accounts with specific roles of relationships.
Opportunities
Opportunity represents a potential or closed deal. Opportunity with ‘Closed Won’ stage are taken into account for a sales revenue calculation.
Following opportunity stages are available by default:
- Prospecting
- Qualification
- Proposal
- Negotiation
- Closed Won
- Closed Lost
Administrator can define custom stages depending on business flow of the company.
Opportunity probability is an estimated percentage chance that the sale will be won. Closed Won status should have 100% probability, Closed Lost – zero. Other stages has their default probabilities. Probabilities can be utilized for a revenue forecasting.
Products, Quotes, Sales Orders & Invoices
Product items can be used with Opportunity and Quotes. They are also available for a customization in Entity Manager so you can create new relationships between products and other entities.
A product record has three price fields: Cost, List and Unit. There is an ability to automatically calculate Unit Price using different formulas according to a selected Pricing Type.
Each Product record can belong to some Product Category. Product Categories are presented as a hierarchical tree structure. Each category can have sub-categories.
Quotes are specific group of products or services with their quantities and prices that you quote to your customers.
Quote can be created from existing Opportunity. Each Quote can be converted to Sales Order and Invoice.
Sales Order represents a group of products or services with their quantities and prices.
Sales Order can be created from existing Opportunity or Quote. Each Sales Order can be converted into Invoice.
Invoice record represents a group of products or services with their quantities and prices.
Invoice can be created from existing Opportunity, Quote or Sales Order.
Quotes, Sales Orders & Invoices can be printed to PDF. This action is available in dropdown next to Edit button on the quote’s detail view. Then you will be prompted to select a template.
You are able to create multiple custom templates, which include your custom fields and fit your company design.
Many other options could be defined.
Technical Support objects
Overview
Cases provide an issue tracking ability. It’s a principal aspect of customer service in EspoCRM. Ticket term also can be used for Cases.
Case entity can be associated with one Account and/or with multiple Contacts.
New cases are supposed to be created by the following scenarios:
- Manually by CRM users
- Manually by users of the customer portal
- Through the API (e.g. through the web form)
- Automatically when a new email came to a specific mailbox
- Automatically by a Workflow rule
When the new case is created by a portal user it’s not assigned to any user. By utilizing Workflows administrator can create rule that will notify certain users about a new case in the system. Workflows also provide an ability to apply assignment rule to new cases, i.e. Round-Robin and Least-Busy rules. More complex business flows are also available.
To prevent overlooking of new cases, users can add Case entity type to the Global Auto-follow list at Preferences. Then they will automatically follow every new case.
Note: If there is no portal user associated with a linked contact, then the customer won’t receive email notifications about updates in the Stream. You need to use emails for communication with the customer.
Stream
Case record has a stream that can be utilized for a communication between customer and service.
CRM users can make internal posts that won’t be visible in a customer portal. For this, you need to click the lock icon next to Post button.
Email-to-Case, Knowledge Base & Customer Portal
Administrator can set up Group Email Account that will create a new case on each new inbound email.
Users can create a case from an email manually. Users can relate knowledge base articles to the case record.
Administrator can create a portal where customers will be able to create cases. Permission to create cases can be granted in a portal role.
Since portal users automatically follow cases they created, they will receive email notifications about new messages in the case’s stream.
The role of Vincent Soumoy is to listen your choice of objects and to help you to define their options …contact us
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