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Training lesson

Record a customer inquiry

Add a contact, record the call, and notify the employee who handles the account.

Follow the example, then complete a different inquiry in the simulation. Open the practice simulation
A customer service representative wearing a headset, working at a computer.

The inquiry workflow

Mail Receive an email Companies Find the company Contacts Search for the contact Is this anew contact? Yes Contacts Add the contact Link the company No: use existing contact Interactions Record the interaction Interactions Notify the account owner Check the sent notificationin Notifications.

Read the message

CALL MESSAGE · OCTOBER 12, 2026“Alex Chen is the new purchasing contact at Northpoint Logistics in Saginaw. Alex wants a product sample and can be reached at alex.chen@northpoint.example.com.”

Before opening the CRM, identify the caller’s name and company, their contact details, and what they need.

Keep the message available while you enter the records.

Find the company and check the contact

The Companies list in the CRM, with Northpoint Logistics selected and its Saginaw location and account owner Casey Rivera shown in the detail panel.

Open Companies in the left sidebar. Search for Northpoint Logistics and check its Saginaw location and account owner, Casey Rivera.

Next, open Contacts and search for Alex Chen. Compare the company and email before using a matching record.

No matching Alex Chen record exists in this example. Add a new contact.

Add the contact

In Contacts, select Add contact and enter Alex’s details. Choose Northpoint Logistics from the company results to create the link.

Name: Alex Chen
Email: alex.chen@northpoint.example.com
Company: Northpoint Logistics

Select Save contact, then check that the saved record links to the correct company.

The New contact form with the company search results open and Northpoint Logistics highlighted.

Record the call

Open Interactions and select New interaction. Choose Alex Chen as the contact, set the type to Phone call, and use the date from the message.

The note must include:

  • Who called and which company
  • What they requested
  • How to reach them for follow-up

Check the contact link and select Save interaction. The call is saved in Interactions. Include enough detail for the owner to act.

The New interaction form with Alex Chen selected as the contact, the type set to Phone call, and a note describing the request.

Notify the account owner

Open Interactions in the sidebar and select Alex’s saved call. Select Notify colleague and choose the account owner, Casey Rivera.

Give Casey a clear next action:

“Alex Chen at Northpoint Logistics requested a product sample. Contact information and the call note are saved in the CRM. Please follow up.”

Select Send. In Notifications, check the recipient and linked call.

The Notify colleague dialog with a list of employees and Casey Rivera highlighted as the recipient.

Questions

Contact me

Bobby Bingle
bobbybingle@gmail.com

Open the practice simulation