CRM View: customer and prospect activity

Sales and service staff use CRM View before a customer conversation or handoff. It brings relationship details, recent activity, cases, notes, contacts, and available actions into one workspace. Review the record before deciding who should follow up and what still needs to be done outside Versa.

Before you start

• Access: Your company and user account need CRM View. Prospect records also need CRM Pipeline. Other actions, such as creating an invoice or opening a full customer record, require their own permissions.
• Where: Select the entity where you work, then open CRM View from the main menu.

Find the relationship

1. If you are a sales agent, choose My customers or All relationships when that choice appears. Other users see all relationships. If your company limits sales agents to assigned customers, a notice says so and only your customers appear.
2. Enter a name, customer identifier, contact, email, phone, city, or sales agent in Search.
3. Use Relationship type to show customers or, when CRM Pipeline is available, prospects. Use the Sales agent filter if it appears.
4. Select Include inactive relationships if the record is inactive. In the all-relationships view, Highlight my customers can distinguish your assigned accounts.
5. Select the relationship row to preview it.
6. Choose Open full detail to review the full relationship page.

Review activity and record the next action

1. Open Activity on the detail page.
2. Choose All, Cases, Notes, Orders, or Comms to focus the timeline.
3. Select Load older activity when you need earlier entries.
4. Check the latest case and note before contacting the customer. Open a linked transaction only if you have access to that record.
5. Select All cases when you need the complete case list for this relationship.
6. For an issue that needs tracking, select New case.
7. Enter the case details, then select Save changes. Versa shows “Case successfully created.”
8. For a conversation or follow-up, select Add note.
9. Enter the note details, then select Save changes. Versa shows “Note successfully logged.”
10. Select All in Activity, or refresh the page, then confirm the new case or note appears on the intended relationship.

Tell the next person what was agreed, who owns the action, and when to follow up. A note records the conversation. It does not send a customer message or resolve a case by itself.

Use related information

• Contacts shows main and additional contacts. Address cards show billing or company details and available shipping locations. Choose View all shipping addresses when needed.
• For a customer, Files is available when Attach Documents is enabled. Choose a file and select Upload file. For an unpinned file, edit File name and select Rename, or select Delete file. Deletion asks: “Delete this file? This cannot be undone.” Pinned files cannot be renamed or deleted. Check that the file belongs to this customer before uploading it.
• Shipping shows a customer's saved shipping addresses. A prospect's Opportunities tab appears when CRM Pipeline is available.
• More shows actions allowed for your account. Open customer record needs Customers or Accounts Receivable Read Only. Open prospect record needs CRM Pipeline. New invoice needs Accounts Receivable Full Access. Other actions may include a sales order, quote, opportunity, or communication history.

If you don't see what you expect

• CRM View is missing: Ask an administrator to check the company feature and your user access.
• A prospect is missing: Check CRM Pipeline access, the entity, search, relationship type, and inactive filter.
• A customer or action is missing: Check your assigned-customer scope and the permission for that action. Ask the account owner to confirm an assignment if needed.
• File controls are missing: Ask an administrator whether Attach Documents is enabled and confirm that you have access to the customer.