CRM Frequently Asked Questions

Find answers to common questions about the CRM module, including lead management, opportunities, and sales pipeline.

Lead Management

Q: How do I import leads from a CSV file?

A: Navigate to CRM → Leads → Import, download the CSV template, fill in your data following the format, and upload the file. The system will validate the data and show any errors before importing.

CSV Requirements:

• Contact Name (required)
• Email OR Phone (at least one required)
• Use proper date formats (YYYY-MM-DD)
• Ensure email formats are valid
• Keep company names consistent

Q: Why isn't my lead score updating automatically?

A: Lead scores update based on:

• Email engagement (opens, clicks)
• Website activity (requires tracking code)
• Form submissions and downloads
• Manual activities logged by sales reps

Check these items:

• Email tracking is enabled in settings
• Website tracking code is installed
• Activities are being logged properly
• Scoring rules are configured correctly

Q: Can I prevent duplicate leads from being created?

A: Yes! The system automatically checks for duplicates based on:

• Email address (exact match)
• Phone number (normalized format)
• Company name + contact name combination

To strengthen duplicate prevention:

1. Go to Settings → CRM → Data Quality
2. Enable "Strict Duplicate Prevention"
3. Configure matching rules
4. Set up automatic merge workflows

Q: How do I assign leads automatically by territory?

A: Set up automatic assignment rules:

1. Navigate to Settings → CRM → Lead Assignment
2. Create rules based on:
   • Geographic location (state, city, ZIP)
   • Company size or industry
   • Lead source
   • Custom criteria
3. Assign users or teams to each rule
4. Set rule priority and fallback options

Q: What's the difference between a lead and an opportunity?

A:

• Lead: A potential customer who has shown interest but hasn't been qualified yet
• Opportunity: A qualified lead with a specific deal, timeline, and budget

Conversion criteria:

• Budget confirmed or estimated
• Decision makers identified
• Timeline established
• Specific need defined

Opportunity Management

Q: How is the weighted pipeline value calculated?

A: Weighted Value = Deal Value × Probability Percentage

Example: A $50,000 deal with 30% probability = $15,000 weighted value

This helps provide realistic revenue forecasts based on deal likelihood.

Q: Can I customize the sales stages?

A: Yes! Go to Settings → CRM → Sales Stages to:

• Add or remove stages
• Set probability percentages for each stage
• Customize stage colors and icons
• Reorder stages in your pipeline
• Set required fields for each stage

Q: How do I track competitors in opportunities?

A: In the opportunity record:

1. Scroll to the "Competition" section
2. Add competitor information:
   • Competitor name
   • Their strengths/weaknesses
   • Your competitive advantages
   • Win/loss probability against them

Q: Why doesn't my opportunity show in pipeline reports?

A: Check these common issues:

• Opportunity status (only "Open" opportunities show in active pipeline)
• Date range filters in the report
• User permissions (you may only see your own opportunities)
• Stage assignment (opportunities need valid stages)

Email Integration

Q: How do I set up email integration for lead capture?

A: Follow these steps:

1. Add Email Account: Go to CRM → Email Accounts → Add Account
2. Configure Connection:
   • Enter email credentials
   • Choose IMAP or OAuth method
   • Test connection
3. Set up Parsing Rules:
   • Define how to extract lead data from emails
   • Set up source attribution
   • Configure automatic assignment
4. Enable Auto-Import: Turn on automatic lead creation

Q: Why aren't my emails being parsed into leads?

A: Check these common issues:

Connection Issues:

• Email account connection status
• IMAP/OAuth credentials validity
• Firewall or security settings

Parsing Issues:

• Email parsing rules configuration
• Email format compatibility
• Spam or promotional email filtering

Permission Issues:

• User permissions for email integration
• Email account sharing settings

Q: Can I send bulk emails to leads?

A: Yes! Use the email campaign feature:

1. Create Campaign: Go to CRM → Email Campaigns → New Campaign
2. Select Recipients:
   • Choose lead segments
   • Apply filters (status, source, score)
   • Import custom lists
3. Design Email:
   • Use templates or create custom
   • Personalize with merge fields
   • Add tracking pixels
4. Schedule & Send:
   • Send immediately or schedule
   • Monitor delivery and engagement

Dashboard and Reporting

Q: How do I customize my CRM dashboard?

A: Click "Customize Dashboard" to:

• Add/remove widgets
• Resize and rearrange layout
• Set default filters and time ranges
• Choose metrics to display
• Save multiple dashboard views

Available widgets:

• Pipeline summary
• Lead conversion funnel
• Activity metrics
• Revenue forecasts
• Team performance

Q: Why are my dashboard numbers different from reports?

A: Common causes of discrepancies:

Data Filters:

• Dashboard uses default filters
• Reports may have custom date ranges
• User permission differences

Calculation Methods:

• Dashboard shows real-time data
• Reports may use cached data
• Different aggregation periods

Solution: Check filter settings and refresh both dashboard and reports.

Q: Can I export CRM data for external analysis?

A: Yes! Export options include:

Lead Data:

• Individual lead exports
• Bulk lead data with activities
• Custom field selections

Opportunity Data:

• Pipeline snapshots
• Historical opportunity data
• Win/loss analysis data

Formats Available:

• Excel (.xlsx)
• CSV (comma-separated)
• PDF reports

Pipeline Management

Q: How do I move opportunities between stages?

A: You can move opportunities using:

Individual Movement:

1. Open opportunity record
2. Change "Stage" dropdown
3. Update probability if needed
4. Save changes

Bulk Movement:

1. Select multiple opportunities
2. Use "Bulk Actions" menu
3. Choose "Change Stage"
4. Select new stage for all

Kanban View:

• Drag and drop between columns
• Visual pipeline management
• Real-time updates

Q: What happens when I mark an opportunity as "Won"?

A: When an opportunity is marked as won:

1. Status Change: Opportunity moves to "Closed Won"
2. Customer Creation: Lead/contact becomes customer (if not already)
3. Revenue Recognition: Deal value added to revenue reports
4. Pipeline Removal: Opportunity removed from active pipeline
5. Activity Logging: Win reason and details recorded
6. Notifications: Team members and managers notified

Q: How do I forecast revenue accurately?

A: Follow these best practices:

Opportunity Data Quality:

• Keep deal values current
• Update probabilities regularly
• Set realistic close dates
• Document deal progress

Stage Management:

• Use consistent stage criteria
• Train team on probability guidelines
• Regular pipeline reviews

Forecasting Methods:

• Weighted pipeline (probability-based)
• Historical close rates
• Sales rep commitments
• Conservative vs. optimistic scenarios

Troubleshooting

Q: I can't see some CRM features. Why?

A: Feature access is controlled by user roles:

Sales Rep Role:

• Own leads and opportunities only
• Limited reporting access
• Basic CRM functionality

Sales Manager Role:

• Team data access
• Advanced reporting
• Pipeline management tools

CRM Admin Role:

• Full system access
• Configuration settings
• User management

Contact your administrator to review your role permissions.

Q: The CRM is running slowly. How can I improve performance?

A: Try these optimization steps:

Browser Optimization:

• Clear cache and cookies
• Close unnecessary tabs
• Update to latest browser version
• Disable unnecessary extensions

Data Optimization:

• Reduce date ranges in reports
• Use specific filters instead of "All"
• Archive old, inactive records
• Limit bulk operations during peak hours

System Optimization:

• Contact support for database optimization
• Review integration settings
• Check for background processes

Q: How do I recover a deleted lead or opportunity?

A: Most CRM records use "soft delete":

1. Contact Administrator: Within 30 days of deletion
2. Provide Details: Record name, approximate deletion date
3. Recovery Process: Admin can restore from archive
4. Data Integrity: Related activities and emails restored

Prevention Tips:

• Use "Archive" instead of "Delete" when possible
• Implement approval workflows for deletions
• Regular data backups
• User training on data management

Advanced Features

Q: Can I create custom fields for leads and opportunities?

A: Yes! Administrators can add custom fields:

1. Navigate: Settings → CRM → Custom Fields
2. Choose Object: Leads, Opportunities, or Contacts
3. Add Field: Select field type (text, number, dropdown, etc.)
4. Configure: Set validation rules, default values
5. Position: Choose where field appears on forms

Field Types Available:

• Text (single line, multi-line)
• Numbers (integer, decimal, currency)
• Dates and times
• Dropdowns and checkboxes
• File uploads

Q: How do I set up automated follow-up reminders?

A: Create automated workflows:

1. Access Workflows: Settings → CRM → Automation
2. Create Trigger: Choose event (new lead, stage change, etc.)
3. Set Conditions: Define when automation runs
4. Add Actions:
   • Send email reminders
   • Create tasks
   • Update fields
   • Assign to users
5. Test & Activate: Verify workflow logic

Common Automation Examples:

• Follow up on new leads after 24 hours
• Remind about overdue opportunities
• Send birthday/anniversary emails
• Escalate inactive leads to managers

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Still have questions? Search our documentation using Ctrl+K or contact our support team.

Related: Lead Management Guide • Opportunity Management • CRM Dashboard