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Sales & CRM overview

How customers, contacts, opportunities, activities, competitors and territories fit together in UnitX.

Sales & CRM is where you keep track of the organizations you sell to, the people you talk to there, the deals you are working and everything that happened along the way. It lives in the same workspace as your projects, documents and support tickets, so a won deal, the proposal behind it and the customer’s tickets all point at the same customer record.

Where to find it#

The sales screens have their own entries in the sidebar. You only see an entry if your role includes the permission that opens it.

Sidebar entryWhat it holdsNeeds
CustomersAccounts, their contacts, health and activity timelineaccount.view
OpportunitiesThe pipeline board and every deal’s detail pageopportunity.view
CompetitorsWho you sell against and your win/loss recordcompetitor.view
TerritoriesRouting rules, sales teams and the routing logterritory.view

How the pieces fit together#

Everything in CRM hangs off a customer (also called an account). The rest of the records either belong to a customer or describe something that happened with one.

Customer (account)
An organization or individual you sell to or support. It has a lifecycle stage, contact details and a computed health status.
Contact
A person at a customer. Every contact belongs to exactly one customer. Contacts are also who raises customer support tickets.
Opportunity (deal)
A potential sale to one customer. It sits in a stage of a pipeline, has an amount, a forecast category and, eventually, an outcome: won or lost.
Pipeline and stages
The ordered steps a deal moves through. Each stage has a win probability, and two special stages hold won and lost deals.
Proposal
The priced document you send the customer for a deal. It is versioned, and it is the same document Commerce calls a quote.
Activity
A call, meeting, email, demo or note you logged, or one you planned for later. Activities show on the timelines of the records they are about.
Competitor
A company you meet in deals. You put competitors on deals and record who took the ones you lost.
Territory
A rule (for example “country is one of Germany, Austria”) plus a sales team. Routing a deal gives it to the next person on the matching team.

A typical flow#

  1. Create the customer and add the contacts you deal with.
  2. Open an opportunity for the customer in the first stage of your pipeline, and route it to the right sales team if you use territories.
  3. Log the calls and meetings as they happen, and add any competitors you learn are in the deal.
  4. Add line items, draft a proposal and move the deal across the board as it progresses. Keep its forecast category honest.
  5. Mark the deal won or lost. A won deal can be handed off to a delivery project; for a lost one, record which competitor won it.

Leads

UnitX keeps a separate lead record for early, unqualified interest, with conversion into a customer, contact and opportunity. There is no Leads screen in the web app yet, so leads are only available to integrations. You still see lead permissions (lead.view, lead.convert and so on) under SettingsRoles.

Who can use it#

Each kind of record has its own permissions, so you can, for example, let someone read deals without letting them close them. The most common keys are:

Permissions

account.viewaccount.createcontact.viewcontact.createopportunity.viewopportunity.createopportunity.editopportunity.winopportunity.losepipeline.viewpipeline.managecrm_activity.viewcrm_activity.logcompetitor.viewcompetitor.manageterritory.viewterritory.manage
Each detail page lists the exact permissions it uses. Roles are edited under Settings → Roles.

Pages in this section#

CustomersCreate accounts and read everything about one on a single page.ContactsThe people you work with at each customer.ActivitiesLog calls, meetings and emails, or plan them.Account healthHow the Healthy, At risk, Critical and Inactive badges are worked out.OpportunitiesThe pipeline board, deal pages, line items, won and lost.Pipelines & forecastingStages, probabilities, weighted value and forecast categories.ProposalsDraft, review, send and revise proposals on a deal.Deal handoffTurning a won deal into a delivery project.CompetitorsWho you sell against, and how those deals went.TerritoriesRouting rules that decide which sales team gets a deal.

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