CRM Functionality Guide

Product: CRM Operations Console
Document purpose: User onboarding, operational reference, security, confidentiality, and responsibility guidance.

1. Getting Started

1. Open the CRM sign-in page and enter the account credentials supplied by an administrator.
2. Change the temporary password immediately from the account menu.
3. Confirm your name, email, role, and employee profile details with an administrator.
4. Review the dashboard, assigned leads, callbacks, sales orders, and notifications.
5. Use only your own account. Never share credentials or leave an authenticated session unattended.

Administrator onboarding checklist

• Configure the application license and validate the license server connection.
• Create user accounts with the least privilege needed for each person.
• Create or link employee profiles and complete department, manager, contact, KYC, and banking fields as appropriate.
• Configure dropdown values such as departments, lead statuses, sources, priorities, products, and lot sizes.
• Set the application timezone, trusted login IP policy, broadcast messages, and chat settings.
• Test login, password reset, role restrictions, lead assignment, report downloads, uploads, and backups.

2. Passwords and Account Security

Change your password

1. Open the user menu in the top-right corner.
2. Select Change Password.
3. Enter the current password, a new strong password, and the confirmation.
4. Sign in again if the application requests it.

Reset a forgotten password

Contact a permitted administrator. The administrator should open the user management screen, select the account, generate a temporary password or set a new temporary password, and provide it through a secure channel. The user must change it immediately after signing in.

3. Roles and Access

Actual access is controlled by the deployed application configuration and route permissions. A role does not grant permission to disclose data outside the business purpose for which access was provided.

4. Dashboard and Navigation

• Dashboard: View operational totals, recent activity, callbacks, lead requests, sales summaries, team performance, and incentives where permitted.
• Leads: Open assigned or permitted lead queues, filter, sort, save searches, review follow-ups, schedule callbacks, and create sales from the lead view.
• Sales Orders: Create, edit, review, approve, filter, and export sales orders according to role.
• Callbacks: See scheduled follow-ups and mark completed work.
• Saved Reports: Available to authorized administrators for reusable report definitions, downloads, and employee performance rankings.
• Tools: Use the notepad and calculator for work-related tasks; do not store passwords or secrets in the notepad.

5. Lead Management

• Create and update customer name, phone numbers, email, company, source, product interest, investment size, lot size, location, language, lead score, priority, follow-up date, status, value, notes, and ownership.
• Use filters for status, source, priority, state, city, product interest, assignment, DND status, and dates.
• Assign leads only to the correct employee or team and check assignment notifications.
• Record activities and status changes so the customer history remains auditable.
• Respect DND and communication preferences before contacting a customer.
• Use the Schedule Callback button in a lead view to set a future callback date, time, owner, and discussion note. Complete or remove callbacks from the Callback Queue.
• Use Create Sale from a permitted lead to start a sales order with that lead’s customer details.
• Use bulk import templates, validate the data, and review skipped or duplicate rows.
• Use exports only for an approved business purpose and protect downloaded files.

6. Employee Profiles

Authorized administrators can maintain employee code, designation, department, manager, gender, date of birth, blood group, qualification, joining and leaving dates, salary, office timing, addresses, emergency contact, KYC details, bank details, experience, training, joining and leaving checklists, profile photo, identity documents, PAN, Aadhaar, resume, and other documents.

Employee records may contain highly confidential personal and financial information. Restrict access, upload only required documents, verify file accuracy, and follow the organization’s retention and deletion policy.

7. Sales Orders

• Create an order from a permitted lead and verify customer contact details.
• Add products or services, quantities, unit prices, discounts, tax percentages, payment status, service owner, dates, bank details, and notes.
• Review totals before saving. Approved or rejected orders may have restricted editing.
• Authorized reviewers set Pending, Approved, or Rejected from the approval-status field while editing an order. Returning an order to Pending clears the previous review decision.
• Managers and approvers should verify approval status, amount, customer identity, and supporting notes before approving a sale.
• Use bulk import only with the approved template. Lead mobile numbers must match existing leads.
• Export sales data only when authorized and store it securely.

8. Products, Services, and Settings

• Maintain product groups, product names, SKU, price, tax, description, and active/inactive status. Products can be reviewed while adding a new product from the same management page.
• Configure dropdown options so data entry remains consistent.
• Configure incentive tiers used to calculate monthly employee incentives from approved sales.
• Review application settings before changing values that affect all users.
• Use the license page to configure, activate, revalidate, and review the application license.

9. Chat and Notifications

• Group chat: Use team chat for work coordination. Do not share passwords, payment credentials, identity documents, or unnecessary customer data.
• Assignment notifications: Review new lead assignments and mark notifications read after action.
• License support: Super administrators can contact license support when the license is configured. Include only the information needed to diagnose the issue.
• Broadcast messages: Administrators can publish organization-wide notices. Broadcasts should be accurate, necessary, professional, and free of passwords or confidential customer information.

10. Reports, Employee Performance, Imports, Exports, and Background Jobs

The report builder supports selectable columns for leads, sales, employees, and products. All columns are selected by default when choosing a report source. Large saved report files and bulk sales imports may be processed as background jobs. You can continue using the CRM while the job runs, then download the result from the job status page.

• Employee Performance: Super administrators can rank sales owners by approved sales for the current month or a selected month/date range, view each employee’s manager, and review the vertical sales chart.
• Sales & Incentive This Month: Review every active user’s approved sales, configured monthly salary, incentive rate, incentive amount, and total salary.
• Check column selection before running a report.
• Use filters to limit the result to the necessary records.
• Delete downloaded files when they are no longer required.
• Do not email unencrypted exports or place them in public folders.
• Validate imported rows and retain the original source file according to policy.

11. License and Disclaimer

The CRM license authorizes use subject to the applicable license agreement. License status, expiry, device restrictions, notifications, support availability, and the in-CRM functionality guide may be accessed from License Notifications. Activation and revalidation require the configured license server to be reachable.

The software is provided for business operations and does not replace professional legal, tax, financial, human-resources, compliance, or cybersecurity advice. Features and permissions may vary by deployment, configuration, license, and applicable law.

12. Confidentiality and Data Protection

• Access only the records needed for your assigned work.
• Keep customer, employee, financial, identity, license, and business information confidential.
• Use strong unique passwords and protect devices and browser sessions.
• Verify recipients before sharing exports or documents.
• Report suspected unauthorized access, accidental disclosure, lost devices, or incorrect permissions immediately.
• Follow applicable privacy, employment, financial, retention, and breach-notification requirements.

13. Copyright and Legal Notice

CRM software, source code, documentation, branding, images, templates, database content, and other included materials may be protected by copyright, trademark, trade-secret, license, or other intellectual-property laws. Do not copy, publish, resell, reverse engineer, remove notices, or redistribute protected materials except as expressly permitted by the applicable agreement.

Customer and employee data remains subject to the rights and obligations established by the organization and applicable law. Keep evidence of consent, authorization, and approved data use where required.

14. Responsibility Note

Users are responsible for the accuracy of entries they create or modify. Administrators are responsible for access reviews, configuration, backups, license administration, and incident escalation. The organization is responsible for determining whether the CRM is suitable for its processes and for maintaining independent records where required.

The CRM team should test changes in a safe environment, keep backups before migrations, monitor storage and database health, and review audit logs when investigating an incident.

To the extent permitted by applicable law, the software provider is not responsible for losses, claims, legal proceedings, or consequences arising from your business operations, customer commitments, data handling, or acts by individuals or companies using this CRM. This notice does not limit responsibility that cannot legally be excluded.

15. Quick Support Checklist

1. Record the affected page, user, approximate time, and steps that produced the issue.
2. Do not include passwords, license secrets, identity documents, or unnecessary customer data in a support message.
3. Capture the visible error message and job ID when a background import or report fails.
4. Contact the system administrator first for account, permission, data, or configuration issues.
5. Use the license support button for license activation, validation, or license-service issues.