These are CRM's own records. They point at a customer and never change a balance.
Contacts
Contacts: "The people at each customer: who buys, who approves and who pays." Filter All, Primary, Others, or by customer. New contact: Name, Role, Customer, Phone, Email, Primary contact.
When the name, phone or email looks like someone already on file, the drawer warns "This person may already be on file" (or "For your info" for a weaker match). It does not stop the save.
Activities
Activities: "Calls, meetings, visits and tasks with your customers." Types: Call, Meeting, Email, SMS / WhatsApp, Site Visit, Collection Call, Service Check-in, Task, Internal Note. New activity: Subject, Type, Customer, Due date, Owner, Priority, Notes, Already done.
Log call on Customer 360 records a Call activity with its outcome, and can book a follow-up at the same time (Customer 360 and the statement of account).
Follow-ups
Follow-ups: "Who to call back and when, with what each customer owes." Views: Open, Overdue, Today, Next 7 days, No date, Completed, All; filters by customer, owner and priority. New follow-up: What to follow up, Customer, Owner, Due date, Status, Priority.
Follow-ups also come from elsewhere:
| Made by | Title |
|---|---|
| The nightly dunning run | The stage's text, the case number and the overdue amount (The dunning ladder and collection cases) |
| A promise to pay | "Check promised payment of ..." on the promised date |
| Follow-up call on Collections | Filled in for you, due tomorrow |
| Saving a sales order | "Coordinate sales order ..." for the account owner, due on the order's due date (or in 3 days) |
| Create call tasks on Customers | The title you type, for each customer you chose |
Many at once
Tick rows on Activities or Follow-ups for Mark done, Reopen, Move to tomorrow or Reschedule..., up to 200 at a time (this needs the permission to change them). Closing a customer's collection work completes its open collection follow-ups.
Case queues
The bottom of Follow-ups shows the dispute, renewal and recovery queues: see Disputes, renewals and recoveries.
Common questions
My follow-ups disappeared.
Check the view (Open or Completed) and the owner filter. Collection follow-ups are completed by themselves when their case closes (paid, or closed by a collector), and My work shows only your own.
How many follow-ups can I change at once?
Up to 200, with the permission to change them: Mark done, Reopen, Move to tomorrow or Reschedule....
Does a contact or an activity change a balance?
No. Contacts, activities and follow-ups are CRM's own records; they point at a customer and never change a balance.
The drawer says "This person may already be on file".
The name, phone or email looks like someone already on file. It does not stop the save.