Every business has sales processes that are unique to itself. Tailoring your CRM to your company’s unique processes helps boost your teams’ efficiency and productivity. In this chapter, we’ll dive into the different ways you can customize Freshworks CRM to better suit your business needs. Follow these steps to set up the basic functionality of your CRM account.


1. Customize Modules

Freshworks CRM comes with the standard modules - Contact, Account, and Deal to organize your business data. Your business, however, may follow a different nomenclature that is specific to itself. As an admin, you can rename a module in Freshworks CRM to speak your language.

  • To rename modules, go to Admin Settings > Modules and Fields (under Sales Force Automation) > Contacts/Accounts/Deals. Here, you can rename the built-in modules — Contacts, Accounts, and Deals. When you rename a module, the change reflects across Freshworks CRM. You can also rename the module to other languages. 

2. Fields 

Each of the four built-in modules in Freshworks CRM comes with predefined fields to get you started, right off the bat. Additionally, you can create custom fields to capture more information specific to your business. You can also rename the default fields and hide fields in a module. 

You can customize your CRM by adding custom fields, creating groups and sub-groups, renaming, reordering, and deleting fields and groups.

  • Custom fields

As your business grows and evolves, the customer information that’s relevant to your business also changes. This information helps your salespeople keep track of clients and deals. Freshworks CRM provides a list of default fields for Contacts, Accounts, and Deals modules. You can edit, reorder, or hide them to suit your needs. You can also create custom fields to capture additional information.

  • Custom field types

Freshworks CRM provides a list of custom field types to capture more customer information.

  • Text field: Accepts all alphanumeric characters (character limit – 255).
  • Text area: Accepts all alphanumeric characters.
  • Number: Accepts only numeric values
  • Dropdown: Select a choice from a dropdown list of predefined choices.
  • Checkbox: Enable or disable a single option 
  • Radio button: Select a single choice from a list of predefined choices.
  • Date picker: A pop-up calendar to select a date.
  • Lookup: Allow users to create relationships between different modules and enable them to display related lists of a record.
  • Multiselect: Select one or more choices from a drop-down list of predefined choices.
  • Formula: Auto-calculated fields that derive their value from an expression assigned by the admin.

  • Add a custom field

  • To create custom fields, go to Admin Settings > Modules and Fields (under Sales Force Automation) > Contacts/Accounts/Deals.

  • Click the Add field button, choose the type of field, assign a label for it, and configure the field properties as needed.

  •  Here’s a brief look at what the field properties are:

  • Field Label: Denotes the name of the custom field.

  • Field Type: Denotes the type of information that the field accepts.

  • Tooltip: Describes the purpose of the field.

  • Placeholder text: This text prompts users to enter the correct data.

  • Group and subgroup: Arrange relevant fields into groups or subgroups.

  • Required field: Make a field mandatory by marking as a required field.

  • Read-only field: Read-only fields cannot be edited by the users. This ensures that you have total control over important data.

  • Quick add: Marking a field as quick add consolidates it in the quick add form. You can use quick add for fields that are used often.

  • Unique: When a field is marked unique, the user cannot save the record if the value in the field matches that of another existing record.

  • Hide a field

Freshworks CRM allows you to hide less relevant fields from your forms and show only those that need to be filled. This reduces the length of your form and provides a clear view of the necessary details.

  • To hide a field, go to Admin Settings > Modules and Fields (under Sales Force Automation) > Contacts/Accounts/Deals and click the dropdown on a field and click the Hide Field button.

  • Delete a field

You can also delete those fields that are no longer used.

  • To delete a field, go to Admin Settings > Modules and Fields (under Sales Force Automation) > Contacts/Accounts/Deals, click the dropdown on a field and click the Delete Field button.

  • Deleting a field deletes all data stored in this field, across Freshworks CRM.

  • Note: Only custom fields can be deleted. 

  • Create groups and sub-groups

CRM is a central repository of your customer data. But quite often, your CRM is cluttered with stacks of unorganized information. You get lost in this pile of data and waste time scrolling back and forth, trying to land on the right customer information. Creating groups and subgroups in Freshworks CRM can help you categorize your lead information and make data access effortless.

  • To create a group, go to Admin Settings > Modules and Fields (under Sales Force Automation) > Contacts/Accounts/Deals and click on the Add Group button.

  • Give the new group a name and create a main group or subgroup from the dropdown list.

  • To create a sub-group, choose the group under which it needs to be nested.

  • Field dependency

When it comes to setting up Contacts, Accounts, and Deal fields on Freshworks CRM, there are always instances where you may want to set up customized fields that are relevant only to a dropdown option chosen in another field. This is known as Field Dependency and can help you set behavior of another field based on the option chosen. For example, you can establish a dependency between fields ‘country’ and ‘state’. Depending on the country you choose, you can set a list of states to choose from.

  • To set field dependency, go to Admin Settings > Modules and Fields (under Sales Force Automation) > Contacts/Accounts/Deals, click on Define field dependency and cick on Create dependency.
  • Select the controlling and dependent fields from the drop-down and hit Save.
  • Controlling fields are those which control the available values in one or more corresponding dependent fields. Fields that can be controlling fields: Both Default and Custom fields of type - Dropdown, Checkbox, Radio Button.
  •  Dependent fields are those which display values based on the selected controlling field value. Fields that can be dependent fields: Default fields and Custom fields of any field type.

Note: Only Dropdown, Checkbox, and Radio button fields can be marked as controlling fields. 


  • Preview form

Once you are done creating default or custom fields, you can get a preview of the quick add form. You can also test the form by adding information.

  • To view the preview form go to Admin Settings > Modules and Fields (under Sales Force Automation) > Contacts/Accounts/Deals and click Preview.

  •  Details added to the preview form do not get created as new records.

3. Create Custom Modules

As sales teams expand, having a CRM that can adapt to unique business needs can help accelerate sales. In addition to the built-in modules, you can also create custom modules that are relevant to your business process and capture additional information.

For example, say your business is in the education and learning space. You can create ‘courses’ as a new module to store information about the various courses your education firm offers. 

  • To create a new module, go to Admin Settings > Modules and Fields (under Sales Force Automation) > Custom Modules and click Add module.

  • Assign your module a Singular name and choose an icon to represent the module. The plural name and the internal name will be automatically generated. 

  • Add a description to set the context for users and click Save.

  • This creates a new module and takes you to a dedicated page where you can create and modify fields related to the newly created module.

  • Similar to the built-in modules, Custom modules have predefined fields. You can create custom fields, rename the default fields, and hide fields in Custom modules. You can also add notes and files for custom module records and build cross module reports for custom modules.


Note: You can create upto 10 modules. 

4. Sales Pipelines

The sales process of your business varies depending on your business model or the products you offer or the markets you cater to. To implement a sales process, you need to create and manage your sales pipeline. Freshworks CRM helps you visualize, manage, and track the progress of every deal easily in the sales pipeline. 

  • Set up multiple deal pipelines

If your company handles multiple sales processes, you need to create separate pipelines to manage them. This way, your sales reps can work with a pipeline that is most relevant to their sales cycle.

  • To create multiple pipelines, go to Admin Settings > Pipelines and Sales Goals (under Sales Force Automation) > Pipelines and click on Create pipeline. Give a name for the pipeline, create deal stages, provide deal rotting age and deal stage probabilities according to your sales cycle, and hit Save.

  • Rotting age is the time after which the likelihood of conversion of the deal drops.
  • Deal stage probability is a percentage operator that works on the total deal value of the stage. This enables sales managers to forecast expected sales based on the probability of deals in their pipeline. 
  • Fexample, let’s consider a deal stage 'Follow-up 1’. At this stage of the deal cycle, the probability of winning the deal is only about 40%. 
  • Now, let us consider that you have 5 deals in this stage with each carrying a value of $20000, $10330, $4400, $2300, and $1500 respectively. The total deal value from this stage is $38530. However, the expected deal value from this stage will be calculated on the basis of the deal stage probability (15%). Therefore, the expected revenue from this stage will be 15% of $38530= $5780

  • Mark your default pipeline

You can set the most commonly used pipeline as the default pipeline. Here are a few things you need to keep in mind about the default pipeline:

  • When you migrate from spreadsheets or another CRM, all deals will be migrated to the default pipeline, unless specified otherwise.

  • When you delete a pipeline, deals from the deleted pipeline are automatically moved to the default pipeline.

  • When you downgrade from a plan, all deals from multiple pipelines are moved to the default pipeline.

  • To make a pipeline default, go to Admin Settings > Pipelines and Sales Goals (under Sales Force Automation) > Pipelines and enable the mark as default checkbox.

5. Sales Activities

Sales are built on relationships. Sales reps attempt various methods of interaction to build a strong customer relationship and propel the sales process forward. Any type of interaction between your sales rep and the prospect can be recorded as a sales activity in Freshworks CRM.

  • Default sales activities 

Freshworks CRM provides both default and custom sales activities. Default activities like emails, call logs, tasks, appointments, chats, etc. are readily available. 

  • Custom sales activities
  • To create custom sales activities go to Admin Settings > Modules and Fields (under Sales Force Automation) > Sales Activities and select the Create Activity button.
  • Give the new activity a name, pick an icon, and specify possible outcomes for the activity.
  • You can also enable the Check-in feature depending on the activity. This feature enables sales reps to confirm their presence for a sales activity when they reach the location on the Freshworks CRM mobile app and keep their team in the loop.
  • You can view the activities under the Conversation section of each record and in the Activities Dashboard.

6. Tags

Tags are unique identifiers that allow users to label records. This is to help simplify sorting and accessing records. Users can create and access tags for any of their records (Leads, Contacts, Accounts, Deals), and email templates.

  • Create a tag

  • With Freshworks CRM, you can create two types of tags:

  • Custom tags: These are the tags that can be created by users while adding a tag to a record.

  • Default tags: Tags created from within the Tag settings page are referred to as Default tags. These tags show up as suggestions whenever users try to add tags to contacts, accounts, deals, and emails on Freshworks CRM.

  • To create a default tag, go to Admin Settings > Other SFA Settings (under Sales Force Automation) > Tags and type the name of the new tag and hit Add. These tags are considered as default tags if the Private Suggestions toggle is turned on.

  • Delete a tag
  • You can delete a tag only if it is removed from all associated records. If you try to delete a tag without removing it from all associated records, you will receive an error notification.
  • Once the tag is removed from all records, click the Delete icon to delete the tag.
  • Note: Records in the recycle bin will also need to be disassociated with the tags before a tag can be deleted. 

7. Language

As your business grows and expands across new territories, you need to tailor your business and CRM to operate the local way. In Freshworks CRM, you can default language for new users added to the account.

  • To change the account language go to Admin Settings > Other SFA Settings (under Sales Force Automation) > CRM Settings.
  •  Under Locale Settings, from the Language dropdown, choose the language you want and from the Time Zone dropdown, choose the time time zone of your choice.
  • Click Save.

            The following are the supported languages:

  1. German
  2. Dutch
  3. French
  4. Brazilian Portuguese
  5. LATAM Spanish
  6. EU Spanish
  7. Swedish
  8. Japanese
  9. EU Portuguese
  10. Italian
  11. Korean
  12. Simplified Chinese

8. Currency

If your company operates across multiple geographies, chances are you handle deals in various currencies. In Freshworks CRM, you can add different currencies in your account so sales teams can perform transactions in the customer’s currency.

  • Set up the base currency

The base currency is your company’s default currency. It is used to show aggregated values in pipeline views.

  • To add a base currency, go to Admin Settings > Other SFA Settings (under Sales Force Automation) > Currency and select a base currency from the dropdown.

Note: The base currency can be set up only once and cannot be changed once you add more than one currency. 

  • Add multiple currencies
  • To set up multi-currency, go to Admin Settings > Other SFA Settings (under Sales Force Automation) > Currency and click on the Add Currency button.
  • From the dropdown, select the currency you want to add. Note that once a currency has been added, it can never be deleted.
  • But, you can disable the currency to prevent it from appearing on the dropdown.
  • Once disabled, users cannot create deals in that currency until it is enabled once again by the admin.

  • Manage conversion rate

You can opt between automatic and manual conversion rate. These conversion rates will be used to convert the deal value to the base currency. If you choose an automatic conversion rate, Freshworks CRM uses the exchange rates available through Open Exchange Rates. The currency conversion rate updates every day at 00:01 UTC. You can also manually edit the conversion rate.

  • To edit, go to Admin Settings > Other SFA Settings (under Sales Force Automation) > Currency and click the currency whose conversion rate you wish to manually modify.

Note: The new conversion rate will be used only for all deals created or closed in the future. Any past deals, closed or created before changing the conversion rate will continue to have the same base currency value.

  • View past conversion rates
  • You can view past conversion rates for a currency by clicking on the ‘View past rates’ button next to each currency.
  • This opens a dialog box that carries the entire history of conversion rates for that currency.

  • Delete a currency

Once you’ve added a currency, it can never be deleted. However, you can disable the currency to prevent it from appearing on the dropdown. Once disabled, agents will not be able to create any deals in that currency until it is enabled once again by the admin.

Please contact support if you want to change your base currency, or delete a currency.

Now that you know how to customize your Freshworks CRM account, let's move to the next chapter on how to configure Workflows in Freshworks CRM.