Sales Rep Foundations in CRM (Video)

This transcript is provided for search and accessibility.

Hi everyone. We're here for a walkthrough of the sales reps foundational features in WhiteCup CRM. We'll be looking at the top functions and areas of CRM that will be used daily as reps start using CRM.

We're starting here on our workspace dashboard. This is like our home screen.

Depending on the role-based dashboards that the administrators have created for your team, each role will have a slightly different dashboard. Yours will probably look different than this one, but within the widgets available on my screen, we've got some of the key information that we'll use daily, such as account summaries, tasks assigned to me that are documented in CRM, plus some BI widgets that bring information over from WhiteCup BI.

WhiteCup BI provides sales analysis data from the business intelligence side of WhiteCup, helping keep everything together in one place for you to review within your dashboard.

As you're working throughout your day, you can use these hyperlinks to open a record, review it, or make updates. You can also look for outstanding items or tasks that will be on related records connected to the one you're viewing.

Before we get into that, let's point out the global search in the top-right corner. This is where you can perform a global search by name across different records in CRM.

If you're not sure whether you're looking for an account, a ship-to location, or a person's name that may have been created as an account, ship-to, or contact, this global search will return matches across multiple record types. In this example, a search for Ronald Thomas returns multiple matches.

You can then decide whether you want to open the bill-to account, which is the invoice account, a ship-to record, or another matching record using the available hyperlinks.

If you know exactly which type of record you're looking for, you can navigate to the Connections menu and open that specific module directly. From there, you can search across all records of that type that you're permitted to view based on your security permissions.

You can also use lists, which provide focused views with subsets of records for a particular module. Existing lists are available, and you can create new ones as needed.

Be sure to visit our Knowledge Base through the Help site, where you'll find videos and articles about creating and using lists in both CRM and BI.

Back on our home dashboard, this widget is filtered to my accounts. It's using a CRM list that contains accounts I have access to, providing a filtered subset of records within this widget.

Keep in mind that changing your list requires an unlocked dashboard. Otherwise, the dashboard configuration is controlled by your administrators through role-based settings.

Once we're inside a record, we can perform account reviews or make updates. Here we can see several widgets available for this record type, though the same core functionality exists across all records.

We have our Relationships widget as well as task logging and viewing options.

With the Relationships view toggled off, I see only actions and history for the current record. When I toggle it back on, I also see actions and history for related records.

Those related records are displayed through the Relationships widget, which shows different record types connected to the current record. You can expand those relationships or use hyperlinks to open the related records.

Below that, we can use tabs to log activities and actions such as comments, tasks, calls, time entries, and events. These actions become part of the record's activity history.

We also have Knowledge Base articles and videos that cover these features in greater detail.

In addition to the overall Relationships widget, you can create more focused views. For example, if you only want to see contacts or another specific record type, use the Add Widget option in the top-right corner to add a widget tailored to that information.

These widgets can be added to bill-to records, contact records, and other record types. Simply use the Add Widget option to bring in whichever widget best supports your workflow.

Across the top of the screen, you'll also see a Scorecard option. This feature requires a BI license. If you're using WhiteCup BI, you'll be able to access additional sales analysis information for the current record.

Selecting Scorecard opens a BI tab and displays additional information related to the record you launched from.

Back on the CRM record, we also have the Account Summary option. This feature is available in both CRM and the mobile app and provides a quick overview of account information that can be used as preparation before or after a customer meeting or phone call.

You can then return to the full record and continue making updates, including editing any fields you have permission to modify.

To return to your workspace dashboard, simply click the WhiteCup logo in the top-left corner.

From there, you can open other records or even take actions directly from the home screen using the widgets that summarize your records.

You can select individual records or multiple records at once. Once records are selected, options become available to add tasks or other activities without opening each record individually.

You can also access your tasks directly from the task widget. There, you can make updates, mark completed tasks as finished, and add final notes before closing them.

When completed, the task information is saved to the related record and removed from open-task views such as My Actions.

You can also monitor tasks throughout the day using the Housekeeping widget. I already have mine added here, and it displays counts for incomplete, overdue, and completed tasks.

Selecting any of the task counts takes you directly into the Task module, where you can work with those tasks just as you would from the widget.

To create a new task, best practice is to create it from either a widget or directly from a record.

Within a record, use the Task tab to add a new action. After entering the task details and selecting a due date, save the task to the record.

The task will then be visible in the activity history, task module, widgets, and for whichever user the task is assigned to.

And that's our walkthrough of CRM Foundations for Sales Reps. Please use our Knowledge Base to learn more about these features and additional WhiteCup functionality, and feel free to reach out with any questions.

Thank you for watching.