How to Connect with Customers through a Record in CRM

Overview:

This article explains how to connect with customers directly from the Sales Accelerator work list in Xvantage for Associates (X4A) CRM by initiating phone calls and sending emails.

Process:

1. Go to My Apps and open Okta.

2. Search for X4A and open it. Xvantage for Associates (X4A) opens in a new browser tab.

   • Tip: Alternatively, you can open Xvantage for Associates directly from My Apps.

3. In X4A, select Sales from the left navigation menu.

4. From the Sales submenu, select CRM.

5. In the CRM left navigation menu, under My Work, select Sales Accelerator.

6. In your Work List, locate the lead or opportunity you want to contact.

7. Select the Phone icon next to the record to initiate a call.

8. After the call, mark the Phone Call activity as Complete.

9. The phone call activity is automatically linked to the associated Lead or Opportunity record and captures the following information:

   • • Subject – The activity name displayed in the Up Next widget.

     • Call From – The person initiating the call.

     • Call To – The contact receiving the call.

     • Phone Number – The contact's phone number.

     • Direction – The call direction (always set to Outgoing).

10. To send an email to the contact, select the Email icon associated with the record.

Note: If the Email option is not available, contact your CRM administrator to enable Email Engagement.