CRM
Nothing you do in these five applets reaches an invoice, a journal or a stock balance by itself. They hold the work around a customer — a WhatsApp conversation and the task it becomes, the chatbot that answers first, a sales lead and the deal it turns into, an audit client’s file, a calendar of events — and none of them is a document, so none of them has a FINAL. This page is for whoever is deciding which of them to put a team on, or is tracing a record that seems to have come from nowhere. The module view, with the applets other modules lend to this one, is Digital CRM.
What each applet writes, and whose screen it is
| Applet | Whose screen | What it writes, and where it stops |
|---|---|---|
| Unified Contact Center | Agents, team leaders and supervisors; set up by whoever owns the contact centre | A contact for each new sender, never a customer; a link from a contact to a customer when an agent merges; a shopping cart or an e-invoice request from inside a conversation. No journal, no stock |
| Bot | The tenant administrator who designs the chatbot | Nothing. It runs only as the Default bot on a contact-centre endpoint |
| Sales Force Automation | A sales team recording prospects, and its manager | Leads and deals. A lead is not a customer, and a deal reaches no sales document |
| Engagement | An audit, assurance or tax practice — not a marketing engagement | A client file whose roles decide who approves claims raised against it |
| Event Management | Whoever keeps the group’s calendars | Calendars and events; an event’s costs are read from staff claim lines tagged with it. Nobody is notified |
Two older pages in this folder are unpublished and so are not in the list at the foot of this page: AI Customer Analytics described an engine the product does not have, and Team Maintenance has no installable registry row. Contact-centre teams are set up in the Unified Contact Center; roles and permission sets are in Tenant Admin.
Where a CRM record meets the books
- Contacts and customers are two registers. The contact list fills itself, from every new sender and every customer or supplier saved with a phone, e-mail or ID number, so a long contact list is not evidence of CRM (contact keys).
- A document copies the customer, never the contact (what a document keeps), so a contact linked to the wrong customer puts the next cart and e-invoice on that customer (Contact Merging).
- The cart is a pre-order. Its FINAL posts nothing; the stock, receivable and e-invoice come from the invoice raised from the sales order it is knocked off into (Shopping Cart). A WhatsApp enquiry followed to the sale is use case 1.
- Costs reach an event or an engagement through claims (event expenses, engagement roles).
Which one to pick
| You want to | Use |
|---|---|
| Answer customers who message you on WhatsApp, Telegram, e-mail, web chat or a marketplace chat | Unified Contact Center: one inbox, a task per new session, routed by rules (how a task is routed) |
| Let a menu answer before a person does | Bot, as the Default bot on the endpoint, with a skill on each hand-over |
| Record a prospect who is not a customer yet, and follow it to a deal | Sales Force Automation — after reading which build you get |
| Give a buyer a price they can accept | A Sales Quotation against a customer record, not a deal’s line items |
| Track an opportunity’s value or forecast a pipeline | Nothing here computes it; keep the forecast where the sales manager already keeps it |
| Log a meeting or a call with a customer | A deal’s Worklog tab, or an event on the calendar — which reminds nobody |
| Send one message to many customers | The contact centre’s Broadcast (what the module has no engine for) |
| Keep an audit, assurance or tax client file with its partners and year ends | Engagement, loaded in bulk |
| Decide whether a customer may buy on credit | Customer Maintenance; no CRM applet reads or writes credit |
When a CRM record is not where you expected
Each applet page’s Troubleshooting starts from what you see: Unified Contact Center (no task appeared, tasks that never leave the queue, the wrong customer’s history), Bot, Sales Force Automation (a converted lead with no customer, two deals), Event Management and Engagement. One person appearing three times is Duplicate customers. None of these applets posts, scores customers, measures service against a target, or reminds anyone. To test a new set-up end to end, run a message to a sales order.