With Customer 360, get an in-depth context of your customers within the CRM, surface important information as highlights, and customize and organize your data with ease.
The details page of a contact contains three sections:
You can perform important actions like sending an email, placing a call, or adding a task/meeting/related record from the Action bar.
Note: The actions that can be performed from the Action bar are subject to plan and role permissions. For example: If you don't have access to the Task module, you won't be able to add a task from the Action bar.
Action bar in Contacts
Use the ellipsis icon to perform the following additional actions under Contacts module:
1. Only Account administrator and Administrator roles can customize the Overview section for all users.
2. The Notes column is fixed and cannot be used as a column to add fields/highlight cards.
How to customize the overview section?
To customize the Overview section,
Click on Customize overview button
Choose the section that you want to customize
Tags can be made visible or hidden.
You can show/hide the lifecycle stage for a contact.
You can choose the fields and highlights to be displayed in the Overview section
Fields configuration in the Overview Section
The fields present already as defaults can be customized.
Highlight cards configuration in the Overview section
You can choose to add any of the following highlight cards:
Marketing lists and all active and completed sales sequences the contact is part of.
Account and Deal related cards
The details section gives you a detailed view of the related modules, activities, and integrations that are associated with the record. The following sections can be added:
Note: Only Administrators and Account Administrators can enable/disable, reorder, and rename the sections under the Details section.
From the Activities section, the following tabs will appear:
The activity timeline is a tab that lists all the interactions the contact has had with your website, web app, and even with your sales and marketing persons. So when you would like to follow up on a contact, a quick glimpse at the contact’s activities timeline would help you understand the engagement level of the contact from the emails received, pages viewed, demo requested, webinars attended, meetings scheduled, etc. You can view tasks and take action on them.
You can also filter by activity type and time period
Notes help get insights into your Contacts and is helpful during record transfers between users. You can view all the notes related to the record from the Notes tab.
Note: The most recent note will be displayed in the Overview section.
Tasks enable your teams to work in tandem with each other. Assigning tasks to multiple users ensures that the team can collaborate and complete the task even when the owner is unavailable. You can also add to-dos for yourself and keep track of your pending items. Add a new task and also filter and view tasks - All, Upcoming, Overdue, and Completed.
You can view all your meetings here and add new ones. You can also filter them by Upcoming, Overdue, and Completed. At the conclusion of a meeting, an outcome can be added in the Edit Meeting overlay as Interested, Left message, No response, Not interested, or Not able to reach. Click here to know more about how you can add meetings to the CRM. You can also add zoom video conferences to all your meetings and also join them from the CRM.
Custom sales activities
You can view all the custom sales activities that have been configured. For example: Coffee Meetup. View and filter upcoming, overdue, and completed custom sales activities. You can also mark the activities as complete.
You can add the following related modules in the Details section.
Related custom module
On each page, you can view up to 25 records. Click through pages to view all your related records. You can also customize the columns per your choice.
View the email conversations with the contact, with the most recent at the top. You can send emails, connect to your email provider, and also add call logs.
You can add any/all of the apps that you’ve configured for the detail pages. For example, if you have a Freshdesk integration, from the Tickets module, you can view all your Freshdesk tickets, and filter them by Contact/Account/Status. All columns are customizable. Below is an example from an Account page.
Upload and associate files with the records in the CRM. Click here to know more about files
View the list of reminders configured through sales sequences here.
8. Freddy AI Insights
With Freddy AI insights, you can view the following details about your contact/account:
Scoring factors - With Freddy’s contact scoring, you can identify the most sales-ready contact from the rest.
Possible duplicate records - The deduplication functionality, which is powered by Freddy, proactively looks for, detects, and displays duplicate records using a smart match algorithm.
Possible Connections - Freddy identifies contacts from the same organization in the CRM based on their email addresses.
New integrations - You can add integrations of your choice from Marketplace.
How to customize the Details section?
To customize the sections in the Details section,
Click the gear icon near the Details section
In the Customize sections overlay, reorder, enable or disable sections