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Mark an activity complete 
After you call someone, complete a task, send an email, or go to an appointment, you 
can mark the CRM activity for that action as completed.  
1.
Open the activity. 
2.
On the command bar, choose Mark Complete. 
Next up:   Mark several activities complete at the same time      
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37 
Mark several activities complete 
at the same time 
You can select multiple activities from the list, and then mark them all complete at the 
same time. 
1.  On the list of activities, choose to the left of an activity to select it. 
2.  On the command bar, choose More commands (…), and then select 
Mark Complete.     
Next up:   Best practices for CRM activities      
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Best practices for CRM activities 
Now that you have a handle on how to work with CRM activities, here are some 
suggestions about how to use them to your organization’s best advantage. 
  Add an activity for every customer interaction. Make sure a customer’s history 
includes a record of every communication you have with them. 
  Use the right activity type for the action. It may be tempting to enter a new note 
that says, “Sent an email to confirm pricing,” or “Called to discuss their service case.” 
However, you should add an email or phone call activity to track those types of 
actions, and use notes for more general text. 
  Add activities for yourself, too. You can keep track of your own assignments, 
events, and notes without associating these activities with a customer.  
Use the Create command on the nav bar. Find these activities in the list by sorting on 
the Regarding column, which is blank to let you know that the activity isn’t 
associated with a customer record. 
 Keep in mind that activities “roll up” under their associated records. Let’s say 
you want to remind yourself to follow up with Chris Preston, a contact who’s 
associated with the account, Imported Sports. You’ll need to add the task activity to 
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39 
the contact record for Chris (not for the account, Imported Sports).  
That way, your task will “roll up” under the account automatically, and you and the 
people on your team will see the task when they’re looking at the contact, and when 
they’re looking at the account for Imported Sports.  
Next section: Especially for sales pros 
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Especially for sales pros 
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41 
Monitor performance on the 
sales dashboard 
To help you stay on top of how you and your team are doing with meeting your sales 
goals, the sales dashboard serves up key info for you, like the status of opportunities in 
the pipeline, how you’re tracking against your sales goals, and who’s working the most 
active deals. 
 To get to the dashboard from anywhere in the system, go to Sales, Service, or 
Marketing > Dashboards. 
Next up:   Nurture leads through the sales process        
42 
Nurture leads through the sales process 
You’ll move your leads through a business process with standardized stages and steps, 
collecting and inputting important data along the way as you get closer to sealing the 
deal. 
You complete a step by entering data or marking the step completed in the process bar 
at the top of the screen. When all the steps are done, you can move on to the next stage. 
In this example, the business process bar for new leads shows you the four stages 
(Qualify, Develop, Propose, and Close), where you are in the process, and what to do 
next, so there’s no guesswork. 
Next up:   What if you’re no longer working a lead?        
43 
What if you’re no longer working a lead? 
Let’s say you’ve been talking to a lead, and you determine that continuing to work the 
lead wouldn’t be worth the time, at least not right now. Not great news, but it happens. 
You’ll need to disqualify the lead, and give the reason.  
1.  Open the lead. 
2.  On the command bar, choose Disqualify, and then select the reason. 
Next up:   What if you need to re-open a lead that you thought wasn't interested?        
Note  
While you could delete the lead, doing that isn’t recommended. Deletions can’t 
be undone, and deleting a lead also deletes any notes and documents 
associated with the lead. Instead, disqualify the lead to preserve the history. In 
addition, disqualifying the lead allows you to re-open the lead later if needed. 
44 
What if you need to re-open a lead 
that you thought wasn't interested? 
Great news! A lead that you thought wasn’t interested has contacted you, and it looks 
like the person will buy after all. Assuming that you disqualified the lead (instead of 
deleting), you’ll be able to re-open it without re-entering all the old information. 
1.  On the list of activities, choose the down arrow and then select the 
Closed Leads view. 
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2.  Choose the lead you want to re-open, and then choose Reactivate Lead. 
Next up:   Add stakeholders to an opportunity        
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