Multi-Tenant Org & Authentication
Give every customer company its own secure, isolated workspaceBusiness Scenario
"We're a startup selling to hundreds of different companies. Every one of them needs to feel like they have their own private CRM — but we can't afford to run a separate server for each customer." — Platform Operations Lead
What It Does
When a new company signs up, SmartLite gives them their own private, walled-off space on the same shared platform: every piece of business data is tagged with which company it belongs to, and every login includes a secure pass (a token) carrying that same tag. From that point on, everything that company does is automatically kept separate from every other company's data — there's no way for one company to ever see another's records.
How To Configure
- Go to
/org/register— enter the company name and the first admin's email + password - SmartLite creates the company's workspace and automatically sets up 16 standard record types (Lead, Contact, Account, Opportunity, Case, etc.)
- The admin logs in immediately and starts customizing — no separate setup step needed
Business Outcome
- One shared, cost-efficient platform serving unlimited customer companies
- Complete separation between every company's data, guaranteed
- A brand-new customer is ready to use within seconds of signing up
Metadata Engine — Custom Objects & Fields
Build new parts of your CRM without a developer or a deploymentBusiness Scenario
"We need to start tracking equipment warranties against our customer accounts, but our old CRM vendor quoted six weeks and $15,000 to add one custom object." — Operations Manager
What It Does
You can define brand-new record types (like "Warranty") and fields — text, number, date, dropdown list, lookup, formula, auto-generated number — any time, without any technical setup. The system instantly builds the forms and pages for that new record type. No database changes, no code, no downtime.
How To Configure
- Setup → Object Manager → New Object — name it, set its label and plural label
- Open the object → Fields tab → New Field — choose the field type and constraints
- Use a Formula field for computed values, e.g.
IF(amount__c > 10000, "Enterprise", "Standard")
Business Outcome
- A new tracked business entity live in minutes, not weeks
- Zero developer cost, zero deployment risk
- The data model evolves as fast as the business does
Dynamic Records & List Views
Get reps looking at exactly the records that matter to themBusiness Scenario
"My reps waste ten minutes every morning scrolling the full Opportunity list to find their own open deals." — Sales Manager
What It Does
Every record type automatically gets a searchable, sortable list, split into easy-to-browse pages. List Views let a user save a named filter — "My Open Deals This Quarter" — so that exact slice of data is one click away, every time they log in.
How To Configure
- Open any object's list page → New List View
- Add filter conditions, e.g. Stage = "Open" AND Owner = Me AND Close Date = This Quarter
- Save and pin it — it now appears in the view switcher for that object
Business Outcome
- No daily manual filtering — the right records surface automatically
- Consistent, reusable views shared by an entire team
User Management
Get new hires productive on day one with exactly the right accessBusiness Scenario
"I just hired three new reps and promoted one to team lead — I need their access sorted before their first call this afternoon." — Sales Operations
What It Does
Admins create user accounts with a role (Admin / Manager / Sales User), attach them to a manager for reporting-chain visibility, and assign a Profile that governs exactly what they can see and do across the CRM.
How To Configure
- Setup → Users → New User — enter name, email, username, and temporary password
- Pick a role; if Sales User, assign their Manager (used for reporting-chain visibility)
- Assign a Profile to control object, field, app, and tab access
Business Outcome
- New hires productive from their very first login — no waiting on IT tickets
- No over-provisioning: access always matches the role
Web-to-Lead (Lead Posting)
Turn every website inquiry into a Lead automaticallyBusiness Scenario
"Our marketing site gets hundreds of visitors a week, but someone still has to manually retype every 'Contact Us' form submission into the CRM." — Marketing Manager
What It Does
Generates a ready-to-embed HTML form snippet tied to a secret, unique post key. When a visitor submits the embedded form on any external website, it POSTs straight to SmartLite and creates a Lead record — no login, no manual entry, and every submission (success or failure) is logged for traceability.
How To Configure
- Open the Lead object → Sharing tab → Web-to-Lead section
- Map external form field names to CRM Lead fields (e.g.
email→email__c) - Copy the generated HTML snippet and paste it into the marketing website
Business Outcome
- Every website inquiry becomes a Lead within seconds — zero manual entry
- Feeds directly into the Lead-to-Cash trail the moment sales qualifies it
Notifications
Make sure a hot lead never sits unseen over a weekend againBusiness Scenario
"A rep was assigned a hot lead Friday afternoon and didn't see it until Monday — we lost the deal to a competitor who called first." — Sales Director
What It Does
An in-app notification bell surfaces real-time alerts: a record newly assigned to you, a Workflow "Notification" action, or an Approval Process request routed to you for a decision.
How To Configure
- No standalone setup required — notifications fire automatically from record ownership changes, Workflow Notification actions, and Approval routing
- Configure the trigger itself in Workflow Automation (#automation) or Approval Processes (#automation)
Business Outcome
- Hand-offs are seen in minutes, not days
- Nothing important is missed because it arrived at the wrong time of day
Advanced Metadata: Validation, Layouts & Quick Actions
Stop bad data before it saves, and give every role the screen it actually needsBusiness Scenario
"Negative deal amounts keep slipping through, our support team sees way too many fields, and logging a call takes six clicks." — Sales Admin
What It Does
Validation Rules block a save when a condition is true and show a custom error message (e.g. "Amount can't be negative"). Page Layouts control which fields show up, and in what order, per profile and record type. Quick Actions add one-click buttons to a record page (Open URL, Create Record, Trigger Workflow) for routine tasks.
How To Configure
- Object Manager → object → Validation Rules → New Rule (set the condition and the error message)
- Object Manager → object → Page Layouts → New Layout, then arrange fields per profile/record type
- Setup → Automation → Quick Actions → New Action (label, object, action type)
Business Outcome
- Bad data gets stopped at the point of entry, not cleaned up later
- Each role sees only the fields it needs, with one-click shortcuts for routine work
Announcements
Make sure a company-wide notice actually gets seenBusiness Scenario
"We changed the payroll cutoff date and it got buried in an email nobody read." — Office Manager
What It Does
An Admin posts a title and message with a priority level (Info / Warning / Urgent), can pin it to the top, and can set an optional expiry date. Every teammate sees it the next time they log in.
How To Configure
- Open Announcements
- Admin clicks New Announcement and fills in the title and body
- Set a priority, optionally pin it, optionally set an expiry date, and save
Business Outcome
- No missed company-wide notices
- Urgency and pinning make sure the most critical messages surface first
Internal Messaging
Ask a quick question without leaving the CRM tabBusiness Scenario
"I just need to ask my manager one quick question about a deal — I don't want to switch to a separate chat app for that." — Sales Rep
What It Does
Direct, one-to-one chat between two logged-in teammates, right inside the CRM, with a conversation list and unread counts. This is internal team chat only — it is separate from Marketing Studio's customer-facing email, SMS, and WhatsApp campaigns.
How To Configure
- Open Messages
- Click New and enter a teammate's username
- Type a message and send it
Business Outcome
- Faster internal collaboration with no context-switching to a separate tool
- A clear line between internal chat and outbound customer communication
Lead Posting Templates
Hand off a lead to a partner system without retyping itBusiness Scenario
"I'm manually re-typing lead details into a partner's website every single time — there has to be a faster way to hand these off." — Lead Operations
What It Does
A Lead Posting Template defines a Posting URL and a set of field mappings (a Lead field → the partner's expected field name), plus a visibility setting and an active toggle. This is the outbound counterpart to Web-to-Lead, which is about receiving leads from a website form — this feature is about sending leads onward. Every send is logged.
How To Configure
- Open Lead Posting Templates → New Template
- Enter a name, the Posting URL, and map Lead fields to the partner's field names
- Set visibility, preview the mappings, and save
Business Outcome
- One-click, error-free handoff of leads to partner systems
- A full audit trail of every outbound send
Profiles & Permissions
Lock sensitive data down by role, not by trustBusiness Scenario
"Our Finance team needs to see contract values on every Opportunity. Our SDRs absolutely should not." — CFO
What It Does
Every user has one required Profile that controls exactly which record types, fields, apps, and tabs they can view, create, edit, or delete. Permission Sets add extra access on top of a profile — they can only grant more access, never take it away — so a one-off exception doesn't mean copying the whole profile.
How To Configure
- Setup → Profiles → New Profile (or clone an existing one)
- Set object permissions (Read/Create/Edit/Delete per object) and field-level permissions — e.g. hide
contract_value__cfrom the SDR profile - Assign the profile to the relevant users; use a Permission Set for one-off extra access
Business Outcome
- Sensitive fields are hidden consistently everywhere — record pages, reports, and the API
- Access changes are a config change, not a code change
Sharing Rules & Org-Wide Defaults
Regional managers see their region — and nothing elseBusiness Scenario
"We have five regional sales managers. Each should only see deals in their own region — but our VP needs visibility into everything." — RevOps Lead
What It Does
Org-Wide Defaults set the starting visibility level for a record type: Private, Public Read-only, or Public Read/Write. Sharing Rules then open up — never restrict — access for specific people or situations. Role Hierarchy automatically gives a manager visibility into everything their direct reports own.
How To Configure
- Object Detail → Sharing tab → set OWD to Private (the safe default)
- Enable "Use Role Hierarchy" so managers inherit their team's visibility automatically
- Add a criteria-based Sharing Rule, e.g.
region__c = "West"shared with the West Region Manager
Business Outcome
- Every rep and manager sees exactly the deals relevant to them
- The org's default posture is always the restrictive one — access is expanded deliberately, never leaked accidentally
Workflow Automation
Get the right eyes on a deal the instant it mattersBusiness Scenario
"The moment a deal over $50K moves into Negotiation, I want to know immediately — not find out at Monday's pipeline review." — VP of Sales
What It Does
These are rules that run automatically whenever a record is created or updated. Some actions happen right before the record is saved (like updating a field instantly, behind the scenes); others happen right after it's saved — sending an Email Alert, creating an in-app Notification, or sending a message to another system (a Webhook) — with zero manual step from the rep.
How To Configure
- Setup → Workflow Rules → New Rule — object: Opportunity, trigger: On Update
- Condition:
amount > 50000 AND stage = "Negotiation" - Action: Notification to the VP + an Email Alert using a saved template
Business Outcome
- Critical deals get leadership attention the instant the trigger fires — every time, automatically
- No rep has to remember to "send an update"
Approval Processes
Put a hard stop in front of unauthorized discountsBusiness Scenario
"A rep discounted a deal by 30% without checking with anyone. We need a hard stop before that happens again." — Sales Operations Director
What It Does
Multi-step approval routing for any object. When a record meets the entry criteria, it's submitted for approval and routed to the configured approver(s) in order — the request only advances when the current step approves, and any rejection stops it immediately.
How To Configure
- Setup → Approval Processes → New Process — object: Opportunity
- Entry condition:
discount_percent__c > 15 - Steps, in order: Sales Manager → Regional VP — then activate the process
Business Outcome
- Pricing and discount policy is enforced by the system, not by hoping reps remember the rule
- Every approval decision is saved permanently in a record that can't be changed or deleted
Lead Scoring & Assignment
Skip the morning ritual of manually sorting new leadsBusiness Scenario
"My reps spend the first hour of every day manually triaging 40 new leads instead of selling — and a hot one can sit unrouted for days." — Sales Manager
What It Does
Lead Scoring Rules add or subtract points whenever a field matches a condition; crossing a configurable threshold auto-marks a lead "Qualified" and notifies its owner. Assignment Rules check conditions in order and route a new lead to the first matching rule's assigned user.
How To Configure
- Settings → Lead Scoring → New Rule — set a field/operator/value condition and its points, then set the auto-qualify threshold
- Setup → Assignment Rules → New Rule — set conditions and an Assigned To user
- Save both and watch a new matching lead route and qualify automatically
Business Outcome
- Hot leads get flagged and routed the instant they're saved
- No rep time wasted sorting a shared queue by hand
Journey Builder
Build a real multi-step nurture flow, not just one ruleBusiness Scenario
"I need 'send an email, wait three days, check if they opened it, then branch' — one Workflow Rule can't do all of that." — Marketing Operations
What It Does
A visual builder for multi-step, branching automation: a trigger (e.g. record created) followed by ordered steps — Send Email, Time Delay, If/Else Branch, Email Alert, Webhook — so different records can follow different paths through the same flow.
How To Configure
- Set the Journey Name, target object, and trigger
- Add steps in order — email, delay, branch, and so on — using Add Step
- Click Save Journey
Business Outcome
- One flow replaces several stitched-together Workflow Rules
- Different leads follow different paths automatically, based on how they respond
Reports
Give leadership a live number instead of a stale spreadsheetBusiness Scenario
"I want 'Closed Won this Quarter, by rep' live before Monday's standup — not a spreadsheet someone exported on Friday." — Sales Operations
What It Does
A self-service report builder: pick an object, choose which fields to display, apply filters, optionally group results, and export to CSV. Report execution respects the exact same sharing rules as everywhere else, so nobody sees a number they shouldn't.
How To Configure
- Reports → New Report — object: Opportunity; fields: name, amount, stage, close date
- Filter:
stage = "Closed Won" AND close_date = This Quarter; group by: Owner - Save & Run — or export straight to CSV
Business Outcome
- An always-current answer inside the tool reps already use — no exports, no stale numbers
Dashboard & Home
Know what needs your attention within five seconds of logging inBusiness Scenario
"I want to open the CRM in the morning and know immediately what needs my attention today." — Account Executive
What It Does
Dashboard brings together company-wide summary cards (KPIs) and a recent-activity feed. Home is a customizable set of tiles (quick links, recent records, summary numbers) that every user sees the moment they log in.
How To Configure
- Dashboard works out of the box — no configuration needed
- Admins customize Home via Setup → Home Widgets, adding and reordering tiles for the whole org
Business Outcome
- One glance replaces a dozen manual checks every single morning
Marketing Studio
Act on fresh CRM data the same day, not next weekBusiness Scenario
"We just closed a great webinar with 400 signups. Marketing wants to send a personalized follow-up today, not after exporting a list to a separate email tool." — Marketing Manager
What It Does
Build email templates that auto-fill details like {{firstName}}, or plain-text SMS/WhatsApp templates, put together a recipient list straight from CRM records with a filter, and send a bulk campaign through your company's own connected email or messaging service — with delivery tracked for each recipient. Only users with marketing access turned on in their profile can use this.
How To Configure
- Marketing Studio → Templates → New Template (email) or Message Templates → New Template (SMS/WhatsApp) — design the message and insert merge fields
- Campaigns → New Campaign — pick a channel (Email, SMS, or WhatsApp), the matching template, recipient object (e.g. Lead), and a filter like
campaign_source__c = "Webinar" - Send — then review the per-recipient delivery log
Business Outcome
- No exporting lists to a separate tool — campaigns run directly against live CRM data
- Personalization and delivery tracking built in from the first send
Integrations — API Keys, Webhooks & Data Ingestion
Keep every system of record in sync automaticallyBusiness Scenario
"The moment a deal closes, our finance system needs to know immediately so invoicing can start — nobody should be manually re-keying closed deals." — Finance Operations Lead
What It Does
Data can flow in both directions. Outbound: API Keys (limited-access passwords for other software) let external systems securely connect to SmartLite, and outbound Webhooks automatically send a message to another system the instant a record is created, updated, or deleted. Inbound: Pull Connectors, inbound Webhooks, and bulk CSV/Excel import bring external data — like e-commerce orders — into the CRM automatically, going through the exact same checks and automation as anything typed in by hand.
How To Configure
- Integrations → API Keys → New Key — choose scopes (Read / Write / Bulk) for outbound access
- Integrations → Webhooks → register a URL and the events to push (e.g.
record.updated) so finance hears about it instantly - Integrations → Data Ingestion → Inbound Webhooks / Pull Connectors to receive data automatically from external systems
Business Outcome
- Closed deals reach downstream systems the moment they close — no manual re-entry
- External data lands in the CRM with no human in the loop, and with a full delivery/error log for troubleshooting
Audit & Debug Logs
Turn a compliance audit into a search, not an investigationBusiness Scenario
"Legal is asking who changed the value on this contract, and when — our compliance review is in two weeks." — Compliance Officer
What It Does
Audit Logs keep a permanent record — that can't be altered — of every create, update, and delete on every record, capturing the before/after values and exactly who made the change. Debug Logs separately capture a technical step-by-step trace to help an admin troubleshoot a specific problem.
How To Configure
- Setup → Audit Log — filter by object, user, or date range
- Or open any record's detail page to see its full change history directly
Business Outcome
- Any change to any record can be reconstructed and attributed on demand
- Compliance reviews become a lookup instead of a weeks-long investigation
Settings — Branding, Deployment & Marketplace
Make it look like your product, clone your setup in minutes, and jump-start new appsBusiness Scenario
"We're white-labeling SmartLite for our own customers — it needs to look like our product from the very first login, not a generic template." — Product Lead
What It Does
Branding sets a company's own logo, main color, and display name across the sidebar and email headers. Deployment exports a company's entire setup — record types, fields, layouts, rules, and custom scripts, never the actual data — as a downloadable settings file that can be imported into another company's workspace, making it quick to copy a whole setup. The Marketplace tab shows ready-made templates by industry: some install directly, while others open the AI App Generator already filled in for that industry. Media Library stores images and PDFs used by templates and layouts.
How To Configure
- Settings → Branding — upload a logo, pick a primary color, save (effective immediately)
- Settings → Deployment → Export Package to snapshot the org's configuration
- Import that package into a sandbox or a brand-new org to replicate the setup instantly
- Settings → Deployment → Marketplace to install a ready-made template or generate a new app with AI from an industry starting point
Business Outcome
- A fully on-brand CRM experience for every customer
- A setup built once can be rolled out to new companies in minutes instead of rebuilt by hand
- New teams can start from an industry template instead of a blank workspace
App Manager & Tabs
Give every team a focused workspace in one shared platformBusiness Scenario
"Our Sales team and Support team live in the same CRM, but neither should have to wade through the other's menus every day." — Operations Lead
What It Does
An App is a named workspace grouping a set of Tabs — object pages or built-in feature pages like Reports or Dashboard. A user's Profile grants access to specific apps, and whichever app is active controls exactly what appears in the top navigation.
How To Configure
- Setup → App Manager → New App — e.g. name it "Support Console"
- Assign the Case, Contact, and Knowledge tabs to it
- Grant access to the Support profile only, via Profile → App Access
Business Outcome
- Every team gets a focused, uncluttered workspace tailored to their job
- No separate logins, no separate product, no extra license needed
Import / Export
Load thousands of records in minutes, not one at a timeBusiness Scenario
"We just came back from a trade show with 5,000 business cards' worth of leads in a spreadsheet — nobody has time to type those in one at a time." — Sales Operations
What It Does
The Import Wizard uploads a CSV, lets you map each column to an object field, and bulk-creates records — with a per-row error report so a handful of bad rows never blocks the rest of the batch. Export downloads any object's visible records as a CSV, respecting the same sharing rules as everywhere else in the CRM.
How To Configure
- Import → pick object (Lead) → upload the CSV file
- Map each column to a CRM field (e.g. "Company" →
company, "Email" →email) - Run Import → review the result report: rows succeeded, rows failed, and why
Business Outcome
- Thousands of records loaded in minutes instead of days
- Full visibility into exactly which rows need manual attention — nothing silently lost
Data Quality Tools
Stop duplicate records, and make every delete undoableBusiness Scenario
"The same lead has been entered three times by three different reps, and last week someone deleted a record by accident with no way to get it back." — Sales Ops Manager
What It Does
Duplicate Rules check match fields (like email) at save time and either Alert (warn but allow the save) or Block (stop the save outright). The Recycle Bin keeps every deleted record for 30 days with a Restore or Purge action, so a deletion is never permanent by accident.
How To Configure
- Setup → Data Quality → Duplicate Rules → New Rule
- Set the object, the match fields, the match logic (AND/OR), and the action on match
- Setup → Data Quality → Recycle Bin to Restore or Purge deleted records
Business Outcome
- Fewer duplicate customer records cluttering the system
- Every deleted record is recoverable for 30 days
GDPR & Privacy Tools
Handle a data-erasure request with proof, not a promiseBusiness Scenario
"A customer asked us to delete their personal data, and we need to prove we actually did it if a regulator ever asks." — Data Protection Officer
What It Does
An admin-only "Erase Personal Data" action on a Contact or Lead record overwrites personal-data fields (technically called PII — personally identifiable information) while keeping the record shell and activity history — this can't be undone, by design. Every erasure is written to a log (record, fields erased, who did it, when) that an admin can review at any time.
How To Configure
- Open the Contact or Lead record
- Actions menu → Erase Personal Data (GDPR) → confirm (Admin-only)
- Verify it under Setup → Data Quality → GDPR log
Business Outcome
- Compliant, provable handling of erasure requests
- A clear audit trail ready for a regulator or an internal review
Developer Console
Fix a bad record yourself instead of waiting on ITBusiness Scenario
"I need to check and fix a bad lead record right now — filing a ticket and waiting for IT isn't fast enough." — Implementation Partner
What It Does
An admin-only console with a read-only lookup tab (simple searches only, and only your own company's data), a record-creation tab, and a script tab for small automation tasks — every action stays confined to your own company's data, never anyone else's.
How To Configure
- Open Developer Console
- Run a query to find the record in question
- Fix it directly, or save a reusable script for the same fix next time
Business Outcome
- Self-serve debugging in minutes instead of a support ticket
- Zero risk of ever touching another company's data
Zapier Integration
Connect to thousands of other apps without writing codeBusiness Scenario
"I want a Slack alert the second a new lead comes in, but I'm not a developer and I don't have one to spare." — Ops Manager
What It Does
Uses the same API key and webhook system as the core Integrations feature, pre-wired for Zapier (and similar tools like Make): outbound events like "record created" fire into a Zapier "Catch Hook" URL, and Zapier can also push data back into the CRM.
How To Configure
- Create an API Key under Integrations
- Register the Zapier Catch Hook URL under Webhooks, triggered on
record.created - Test it by creating a new lead and confirming it lands in Zapier
Business Outcome
- No-code automation into Slack, Google Sheets, QuickBooks, and thousands more
- No developer time spent on simple point-to-point integrations
AI Generate App
Go from a blank org to a starting data model in minutesBusiness Scenario
"I'm setting up the CRM for a real-estate brokerage and have no idea what objects and fields to start with." — New Admin
What It Does
Describe the business in plain language, pick an industry, and AI proposes a starting set of objects and fields. The admin reviews and can deselect anything before Launch — a starting point to customize, not a finished solution.
How To Configure
- Open Generate with AI
- Describe the business (at least a couple of sentences) and pick an industry
- Review the Preview, deselect anything unwanted, and click Launch
Business Outcome
- A minutes-not-days starting structure instead of a blank org
- Still fully admin-reviewed before anything goes live
Custom Components
Add a small custom widget without an engineering ticketBusiness Scenario
"I just need a small lead-score widget on the record page sidebar — filing a full engineering ticket for that feels like overkill." — Sales Ops Admin
What It Does
Build a small, self-contained custom widget that runs in a safely isolated area with no access to the internet, and can only read or write the specific fields you explicitly allow. Once saved, it's placed onto a page layout sidebar through the Page Layout Editor.
How To Configure
- New Component — pick the object it applies to
- Check the specific fields it's allowed to read or write
- Paste the HTML, save, and place it via the Page Layout Editor
Business Outcome
- Safe, developer-free page customization
- A hard guardrail — a component can never see or touch a field you didn't explicitly allow
Custom Classes & Pages
Write governed scripts and build your own screens, without a dev environmentBusiness Scenario
"We need a cross-object search screen, a nightly job that backfills a field on thousands of Leads, and a quote screen that pulls live shipping rates from a carrier's API. On our old platform that was three Apex classes and a Visualforce page." — Implementation Partner
What It Does
Custom Classes are small, safely boxed-in Groovy scripts (the Apex-class equivalent) that read and write records through the same permission-checked system as everything else — never raw SQL, never another company's data. Write them Apex-style, with real classes, methods, typed model objects (getters/setters), and one class calling another. Custom Pages are standalone screens you build yourself that call a Class to fetch data and render it with an LWC-style template (for:each, if:true, {property}) — no framework, no build step. A Class can also call out to a third-party web service through a Named Credential (never a raw URL — the secret is never exposed to the script), run in Batch Mode over thousands of records in governed chunks, and even run itself daily on a schedule.
How To Configure
- Setup → Classes → New Class — write
class LeadService { def getSummary(params) { ... } } - Setup → Custom Pages → New Page — call it with
SmartLiteComponent.renderClass('LeadService', 'getSummary', {...}, target, template) - For an outbound web-service call, register a Named Credential under Setup → Named Credentials first, then call it from the Class with
Platform.httpGet('credentialApiName', '/path') - For bulk work, check Batch Mode on the Class (and optionally Run Daily for a standing schedule)
Business Outcome
- Real custom logic and custom screens without standing up a separate dev environment
- Every script is sandboxed, org-isolated, rate-limited, and time-boxed — a bug in one company's script can never affect another's data or the platform itself
Opportunity Pipeline
See every deal's stage at a glance, no status-update meeting requiredBusiness Scenario
"I want to see the whole team's pipeline at a glance, not chase five reps for a status update." — Regional Sales Manager
What It Does
Every Opportunity shows up as a draggable card grouped into columns by stage (Prospecting through Closed Won/Lost). Dragging a card to a new column updates its stage and win probability automatically, and any deal untouched for 14+ days is flagged "Stale" so it doesn't quietly die.
How To Configure
- Open the Opportunity Pipeline page
- Drag a deal card into its new stage column
- Watch the summary bar at the top (Total Pipeline, Weighted Pipeline, Closed Won This Month, Open Deals) update instantly
Business Outcome
- Managers get real-time pipeline visibility with zero manual reporting
- Deals that have gone quiet get caught and worked before they're lost
Quotes & CPQ
Price a deal correctly and get big discounts signed off — the same dayBusiness Scenario
"The customer wants a formal quote today, and I need to know my 25% discount is actually allowed before I send it." — Account Executive
What It Does
Quote Builder lets a rep add priced line items straight from the Product Catalog, then apply configured Discount Rules (by flat amount, quantity threshold, etc.) automatically. Quotes that need sign-off move through Draft → Pending Approval → Approved/Rejected, so a rep can never ship an unauthorized discount.
How To Configure
- Quotes → New Quote — name it and link it to an Opportunity
- Add line items, then click Apply Discount Rules
- Submit for Approval — a manager approves or rejects it under Quote Approvals
Business Outcome
- Consistent, error-free pricing on every quote
- No discount ever goes out the door without the right sign-off
Sales Sequences
Give every lead the same disciplined follow-up, automaticallyBusiness Scenario
"I have 40 leads to follow up with this week and I can't keep track of who's due for a call versus an email." — Sales Development Rep
What It Does
A Sequence is an ordered list of steps (Email, Call, Task), each set to fire a certain number of days after enrollment. Once a Lead or Contact is enrolled, the system checks every hour and automatically sends the templated email or creates the assigned task when it comes due — until the sequence finishes.
How To Configure
- New Sequence — pick the target object (Lead or Contact)
- Add steps with a type, a day offset, and an email template or task subject
- Save it Active, then enroll a record
Business Outcome
- Every lead gets the same disciplined cadence, no matter how busy the rep is
- Fewer leads slip through the cracks from a forgotten follow-up
Territory Management
One clear answer to "whose account is this?"Business Scenario
"Two reps are working the same account because nobody agrees on who owns the West region." — Sales Operations Manager
What It Does
A Territory has a name, an optional parent (territories can nest), a set of matching criteria (e.g. State = "California"), and a checklist of assigned reps — one written source of truth for who covers what, instead of a tribal-knowledge argument.
How To Configure
- New Territory — name it, and nest it under a parent territory if needed
- Add matching criteria (field, operator, value)
- Check off the reps assigned to it and save
Business Outcome
- One documented source of truth for account coverage
- New hires and sales ops reference the same rule instead of arguing case by case
Forecast
Know who's behind quota while there's still time to help themBusiness Scenario
"I want a weekly view of who's behind quota, not a surprise on the last day of the quarter." — VP of Sales
What It Does
Compares each rep's Closed Won plus Commit plus Best Case against a manager-set quota, showing Attainment % and Gap per rep. A separate pipeline breakdown by stage and a top-10 open-deals list round out the picture.
How To Configure
- Sales → Forecast → Quota Management tab
- Pick a rep, enter a Quota Amount, click Set Quota
- Check the Rep Forecast tab for that rep's Attainment % and Gap
Business Outcome
- Managers can coach at-risk reps before the period ends, not after
- Leadership works from one trusted number instead of competing spreadsheets
Sales Intelligence
Catch a cooling deal before it dies, and learn from the ones you loseBusiness Scenario
"We only find out a deal was in trouble when the rep tells us it's lost — and we keep losing to the same competitor without knowing why." — Sales Manager
What It Does
Deal Health scores every open deal 0-100 from real warning signs like an overdue close date or stale activity. Win/Loss Analysis shows win rate, revenue, and trend once deals close. Competitor Tracking stores each competitor's market share alongside the team's own strengths and weaknesses against them.
How To Configure
- Sales → Deal Health, filter to Critical, and open a flagged deal to see its listed issues
- Sales → Win/Loss Analysis to review trends after deals close
- Sales → Competitor Intelligence → New Competitor — fill in Name, Our Strength, Our Weakness, and save
Business Outcome
- Reps step in on cooling deals before they're lost, not after
- The team walks into calls already knowing the competitor's weak spots
E-Signature
Close a deal without a single printed pageBusiness Scenario
"We agreed on the deal on the call — now it's stuck in a print-sign-scan-email loop and I have no idea when it'll actually be done." — Account Executive
What It Does
Adds a Signatures tab to any record, like a Quote. Sending a request emails the signer a link (no login needed for them) and tracks status through Pending → Sent → Signed/Declined/Expired, with a 14-day signing window.
How To Configure
- Open a Quote → Signatures tab
- Click Request Signature, enter the signer's email and name, and send
- Track the status badge, or click Copy Link to share the signing link manually
Business Outcome
- Deals close without ever leaving the CRM
- Managers see real-time signature status instead of chasing a scanned PDF by email
Click-to-Call
Dial any phone field with one click, no dial pad requiredBusiness Scenario
"Every time I want to call a lead I'm re-typing their number into my phone by hand. Half the time I fat-finger a digit and call a stranger instead." — Sales Rep
What It Does
Once an admin connects Twilio, a Call button shows up automatically next to every Phone field on every record — Leads, Contacts, Accounts, and any custom object. Clicking it rings the rep's own phone first; the moment they answer, it automatically bridges them to the number they clicked. Every call is logged as an Activity automatically, with duration and outcome filled in when it ends.
How To Configure
- Admin: go to Setup → Automation → Call Settings, enter Twilio Account SID, Auth Token, and Caller Number, then Test Connection and Save
- Each rep: save their own phone number in My Profile — that's the number that rings first on every call they make
- Optional: add the "Call Panel" widget to a page layout to list every phone field on a record in one place
Business Outcome
- Reps call straight from a record with one click, with no dialing mistakes
- Every call is logged automatically — no manual activity entry after hanging up
Case Management, SLA & Routing
No support ticket sits unread, everBusiness Scenario
"Tickets pile up with no owner, and we don't find out we missed a promised reply time until the customer complains." — Support Team Lead
What It Does
Case Queues are shared inboxes with a default fallback owner. SLA Policies (SLA = Service Level Agreement, your promised response time) set a response/resolution countdown clock per priority level, based on your business hours. Routing Rules check conditions in order and route a new case to the first matching rule. Email-to-Case turns an inbound support email into a Case automatically, matched to the right Contact by email address.
How To Configure
- Create a default Case Queue
- Set an SLA Policy (response/resolution targets) and business hours
- Add a Routing Rule, then turn on Email-to-Case and test it by sending a real email in
Business Outcome
- Every ticket has an owner and a countdown clock from the moment it's created
- Response-time promises are tracked automatically, not by memory
Knowledge Base
Stop answering the same question for the tenth timeBusiness Scenario
"I've typed the same password-reset answer for every new hire this month — there has to be somewhere to point people." — Senior Support Agent
What It Does
Agents write help articles (title, summary, category, formatted content with a live preview) that move through Draft → In Review → Published → Archived. Published articles are searchable, and view counts plus helpful/not-helpful votes show which ones are actually working.
How To Configure
- Knowledge Base → New Article
- Fill in Title, Category, Summary, and Content
- Set Status to Published, then confirm it's searchable from the article list
Business Outcome
- Faster, more consistent answers to repeat questions
- New agents can self-serve instead of interrupting the team
Customer Health & Service Analytics
Find out an account is unhappy before they cancelBusiness Scenario
"We only find out an account is unhappy when they call to cancel — by then it's too late to fix anything." — Customer Success Manager
What It Does
A blended Health Score (0-100, green/amber/red) surfaces an "Accounts Needing Attention" list before it's a crisis. Success Plans track milestones for at-risk accounts. Service Analytics dashboards show open cases, CSAT (customer satisfaction score), how often you're missing your SLA response-time promise, agent performance, and case backlog age across the whole team.
How To Configure
- Review the Health Overview list, sorted by risk
- Open Success Plans and create one with milestones for an at-risk account
- Check Service Analytics → Agent Performance for team-wide numbers
Business Outcome
- At-risk accounts get surfaced and worked before they churn
- Team performance is visible on one scoreboard instead of scattered spreadsheets
Survey Manager
Get a real feedback trend instead of an occasional emailBusiness Scenario
"We have no consistent way to hear from a customer right after their case gets resolved." — VP of Customer Experience
What It Does
Build a customer-satisfaction survey (the common types are called CSAT, NPS, or CES) with a question, a rating scale, and an optional follow-up question. A Send Rule triggers it automatically off a real event, like a case being marked Resolved. Every response comes back through a one-time customer link, feeding a live dashboard of satisfaction scores and response rate.
How To Configure
- New Survey — write the question and an optional follow-up
- Send Rules tab — trigger on, e.g., case status = Resolved
- Watch the CSAT Average and Response Rate tiles update as responses come in
Business Outcome
- Consistent, automatic feedback collection instead of an occasional one-off survey
- A real trend line to act on, not a handful of anecdotes