Leads, deals, tasks, customers and service requests in the field sales app

Beyond the daily route, the field sales app carries the CRM screens a rep needs between visits. They work on the same records as the web: a lead moved on the phone has moved for everyone.

Finding your screens

The app shows the CRM screens your permissions allow. The four you use most sit in the bottom bar - usually Field, Leads, Opportunities and Activity - and the others are under More: the two pipelines, Contacts, Customers, Tickets, Quotes, Tracking and Scorecard, as your permissions allow. A record that belongs to a colleague outside your team shows Not in your records.

Leads

• Select the add button on Leads to open New lead. The form has the same fields as on the web, grouped into Details, Profile, Sales, Ownership and Additional fields. The owner Defaults to you.

• Open a lead to see its details and History. From there:

  • Call the contact;

  • Move stage: choose the stage. Moves outside the pipeline rules are refused with "This stage transition is not allowed.", and some moves need a reason;

  • Mark lost with a Reason;

  • Follow up: Pick a date for the next contact;

  • Log an activity on the history;

  • Edit the lead.

• Pipeline shows the leads board by stage, as on the web.

Opportunities

• Add a deal with New opportunity, or edit one with Edit opportunity. You see the Probability, the Weighted value, the Next step and when it is due.

• Close a deal with Mark won or Mark lost.

• Opp. flow is the opportunities pipeline, with the open, weighted, won and lost totals and the conversion rate above the board.

Activity

Your tasks and calls, split into Overdue, Upcoming, Planned and Calls. On a task:

• Mark done and write the Outcome;

• Reschedule it to another date;

• Pin it to keep it at the top.

Calls generated by a campaign appear here too, assigned to each member's owner. In the app you complete them with a free-text outcome, which is kept on the task but does not change the member's status in the campaign. To record a call outcome that moves the member - Interested, Do not call again and the rest - complete the call on the web. See tasks.

Contacts and customers

• Contacts: add a New contact, edit one, and use Make primary for the main person at a customer.

• Customers: open a customer before a visit to see the Outstanding balance, Credit limit and Credit used, Outstanding by age, purchases over the last Twelve months, what they buy most, Total invoiced, Total paid, the Last purchase, the Open pipeline and Open tickets. An amount more than 90 days old is highlighted.

Tickets

Service requests for your customers:

1. Select New ticket. Choose the Customer, the Category and its opening Status, write the Subject and Description, and set the Priority and Channel.

2. Add photos under Attachments with Take a photo or Choose a photo.

3. Save. The ticket opens with its Status and SLA state: On track, At risk, Breached or Met.

On an existing ticket, select Respond to Reply or Move to another status; Reply only sends a message without changing the status. Only moves allowed for the category are accepted. The Conversation shows every reply and change.

What needs a connection

Everything on these screens is read from and saved to the system directly, so it needs a connection. Only visits and leads added from the route are kept on the phone when there is no signal.

Common questions

A field shows "This field cannot be set from the app yet." Fill it on the web. The app shows every field of the form but a few kinds can only be set there.

Why are the Arabic names of some buttons different from the web? The app has its own wording for some actions. The action is the same; the article for each web screen describes it in full.