Sales & CRM
Common operating scenarios for Sales & CRM. Each page answers: what to do, why, the steps and what to avoid.
| Scenario | Short answer |
|---|---|
| Duplicate Contact created | Turn on duplicate checking and merge on the Duplicates page. |
| Contact needs to become a Lead | Create a new Lead from the Contact — there is no Convert-to-lead button. |
| Converting a Lead to a Deal | Converting a Lead always produces a Deal; tick Ops Project only if you need an operational project. |
| Cannot convert a Lead that is not qualified | Finish qualifying the Lead, then convert. |
| Quoting a Deal | Create a New Quotation linked to the Deal (dealId). |
| Closing a Deal won when the customer orders | Confirm the Sales Order — the Deal closes won in the same transaction. |
| Closing a Deal won without an order | Use Mark won / close; enter a win reason if the company flag requires it. |
| Deal lost | Close the Deal as closed_lost so Win/Loss analysis counts it. |
| Stalled Deal | Set stale_deal_alert_days and use the deal_coach / pipeline_review skills. |
| Won Deal with services to deliver | Turn on deal_won_creates_service_contract, or create a Service Contract / Service Order manually. |
| Renewing a customer contract | Create a Renewal Opportunity; stages follow the CRM catalog. |
| Invoice from a Sales Order with goods and services | Open the Invoice form with ?soId=; leave lines empty to take the remaining quantity. |
| Invoicing each delivery | Create the Invoice with ?doId= — only goods issued on that slip. |
| Customer pays part of an Invoice | Record a Payment allocated for the amount received; the Invoice becomes partial_paid. |
| Credit for a fully paid Invoice | Create a Credit Note from the ?invoiceId= form; apply it or refund via Payment. |
| Cannot send an Invoice that needs approval | Complete the Invoice approval workflow, then send. |
| Foreign-currency Invoice will not send | Enter the transaction rate for the date, then send again. |
| Chasing overdue customers | Use the Dunning policy; a reviewer approves the content before sending. |
| Customer is also a vendor — netting | Net on AR/AP reconciliation; do not create two mirror Payments. |
| Selling bundles | Create a bundle-type product with components; the Quotation keeps one bundle line and the Sales Order explodes it into component lines. |
| Customer refuses part of a delivery | Record what the customer accepted on the Delivery Order; redeliver with a new Delivery Order from the Sales Order. |
| Delivery documents and handover record | Track the Delivery Order’s Delivery documents card; the handover record is the print of a delivered DO. |
| Delivering one order in several shipments | Create several Delivery Orders from the same Sales Order; each takes only what remains. |
| Selling below cost | Configure the below-cost policy: warn (default) or block. |
| Prioritising hot leads | Use the Hot leads page — leads scoring 80 or more and still open. |
| Revenue by marketing campaign | Link leads to campaigns and read attribution/ROI when Deals are won. |
| Cannot move a Lead/Deal stage | Complete the target stage criteria (manual tick or required field). |
| Converting a quote into an order | Convert to a Sales Order (goods) or Service Order (services) — buttons follow the line mix. |
| Two people generate from the same source | Reload the source — the other person finished; the losing attempt creates nothing. |
| Customer return after invoicing | Create a return from the Invoice (or delivered Sales Order), then a Credit Note from the return. |
| Invoicing in stages | Invoice from the Sales Order/Delivery Order selecting part of the lines; the rest stays for later. |
| The next-document button is missing | Check the document’s status and remaining quantity — buttons only appear when the action is valid. |