Workflows & examples
Common workflows
1. From inbound lead to closed deal
- A new lead lands in CRM → Leads (from a web form, import, or channel sync).
- The Lead Qualifier agent scores it; the rep works the highest-scoring leads first.
- The rep drags the lead through the Kanban stages, logging calls and emails along the way.
- When qualified, the rep clicks Convert to create a Deal (plus Account/Contact).
- The rep works the deal, tracks it in the forecast, and moves it to Won.
- From the won deal, they generate an invoice in Finance — no re-keying.
2. Contract to signature
- Open the won deal and click Create contract from template (CRM → Contract Templates).
- Review the generated contract in CRM → Contracts; adjust clauses as needed.
- Click Send for signature — the counterparty gets an e-signature request.
- Track status (sent → viewed → signed); the signed PDF is stored in Documents and linked back to the deal.
3. Segment a customer base for a campaign
- Go to CRM → Segments → New Segment and define filters (e.g. region + last-activity date).
- Confirm the live member count, then save it as a list.
- Hand the list to Marketing for a campaign, or export it to CSV.
- Use Channel Analytics afterward to see which segment/channel drove new deals.
4. Managing an upcoming service renewal
- Open CRM → Service Renewals and review renewals coming due, sorted by risk.
- If the customer has raised a concern, log it as a challenge and track it to resolution.
- Once the renewal is confirmed, the commercial value is updated on the record.
- Customer Success picks up the same record for health tracking and retention playbooks going forward.
A worked example, end to end
One opportunity, followed from the form that creates it to the invoice it produces. Numbers are illustrative.
A lead arrives
A web form creates a lead: “Acme Corp — 40 seats”, source web, stage New, value 450,000,000 ₫, probability 10% (inherited from the stage). Nobody has touched it yet.
The Lead Qualifier scores it
The AI agent reads firmographics and engagement and returns 72, with its reasoning attached. The rep sorts the board by score and works this one before the ten below it.
The rep qualifies it
Two calls and an email are logged — each one lands on the lead, the contact, and the account timeline at the same time. The rep moves the lead to Qualified; probability rises to 25% from the stage default.
Convert
Convert creates a deal carrying over value, currency, probability, priority, custom fields, and every product line. A stage-history entry is written with the reason Converted from lead, the lead is marked converted, and the two records are linked in the document chain — so the deal can always be traced back to the form submission that started it.
The forecast reflects it
The deal enters the pipeline at 450,000,000 ₫ × 60% = 270,000,000 ₫ weighted. The manager’s forecast total moves by that amount, not by the full value.
Won
Marking the deal won sets probability to 100%, stamps the actual close date, and fires deal.won. Depending on what your tenant has enabled, that one event can create a legal contract, a service contract, and a Customer Success onboarding run — each with its own duplicate guard, so re-running it never produces a second copy.
Quotation and invoice
From the deal’s Commerce tab the rep raises a quotation; the deal’s product lines are copied in. When the quotation becomes a confirmed sales order, the link runs back the other way and the deal is marked won automatically with the reason won via sales document.
Data in and out
Arrives in CRM from
| Source | What arrives |
|---|---|
| Web forms and imports | New leads and contacts |
| Communications | Connected email and chat, matched to the contact automatically |
| Product & Marketing | Campaign membership and attribution |
| Sales | A confirmed sales order marks its linked deal won |
Leaves CRM for
| Destination | What leaves | Trigger |
|---|---|---|
| Sales | Quotation with the deal’s product lines | You raise it from the deal |
| Finance | Customer invoice, pre-filled | You generate it from the won deal |
| Contract Management | Customer agreement | deal.won, when enabled for your tenant |
| Service Management | Service contract | deal.won, when enabled |
| Customer Success | Onboarding run | deal.won, when enabled |
| Documents | Contracts and attachments, versioned | On upload or contract creation |
Converting a lead never creates a quotation. Quotations come from a deal, because a deal is where the priced product lines live. The convert screen will refuse the request rather than create an empty quote.