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Getting Started

Getting Started Part 2: Adding & Merging Records

In this Customer Relationship Management software training video, learn how to add new customer records and manage existing ones through your CRM database.

This in-depth video will provide detailed insights into the process of making changes to customer, prospect, and company records to keep your database organized and streamlined.

Other Videos in This Series Include:
Getting Started Part 1: Workspace Overview

Hello and welcome to WorkWise OnContact CRM training. This video is titled Getting Started Part 2 and covers adding new records to CRM 7 main page features and toolbar options.

The recommended order for adding new records in CRM is to add the company first, then contacts, and then opportunities and incidents. Of course, contacts can be added without a company if you don’t care to or don’t need to keep track of where they work.

Let’s Start by Adding a New Company Record

Click new on the navigation menu and then click company to open the add new company page. Note that company name is required. This is indicated by the red outline around the company name field.

  • After typing the name you may fill in the remaining fields on this page or wait until a record is saved if you don’t have all of the detailed information about the company at this time. Most of the fields on this page are self-explanatory.
  • One noteworthy feature is the search option on the zip code field that can be used to autofill the city, state and time zone when a zip code is typed into the zip code search window.
  • Further information about the company can be added on the details page, which is accessed via the details link on the left side.

Company notes can be added via the notes link. If any potential duplicates are found they will be displayed on the duplicates page when saving the record. You can also check for duplicates manually by clicking the check for duplicates button. When you are done filling in the company info, click save and open to save the new company and open it in a company page where we will now add a contact to the company.

To make sure the contact is linked properly to the company:

  • Add the contact on the company main page rather than the navigation menu.
  • To do this, click the plus button inside the contact tree or the new button located above the contact tree on the company main page.
  • This will open the add new contact page where appropriate information for the contact is filled in.
  • The same left side menu items we saw when adding new companies are also available when adding new contacts.

Duplicate Checking

Duplicate checking is also done for new contacts the same way it’s done for new companies.

  • Click save and open to open the contact and an edit page or save and close to return to the company main page where the contact will then show in the contact tree for that company.
  • The save and new option opens another new contact add page that allows you to add another contact to the company right away. This option is useful when adding many contacts to a company.

Opportunities and incidents are also best added from either the company or the contact main page.

To add an opportunity on either page:

  • Click the tab control and then click the opportunities tab.
  • Click the new button on that tab to open a new opportunity page.
  • Note how the opportunity name defaults to company name plus the word opportunity. Feel free to change that if necessary and then fill in the rest of the information for the opportunity.
  • Click save and open to open the opportunity in an edit page or saving clothes to return to the company or contact main page where the opportunity will then appear in the opportunity tab.

To add an incident:

  • Click the tab control and then click the incidents tab.
  • Click the new button on that tab to open a new incident page.
  • Again fill in the appropriate information for the incident including a good description of the issue in the incident notes field.
  • A unique case number will be generated for each incident which can be used to identify and search for support cases.
  • Click save and open to open the incident on an edit page or save and close to return to the contact or company main page where the incident will then appear in the incident tab.

Main Page Features

Let’s go back to a company and explore some main page features in detail. To edit information and detail columns such as addresses, reps and territories:

  • Click the column you wish to edit and a drop-down list of records will appear.
  • To add new information to that column click the + button.
  • To remove a record from the list click the minus button.
  • Some of the columns such as address and email allow editing of the existing information. To do this click the edit button on the item you wish to modify and it will open in an edit window.
  • Moving to the top right, we find the save and delete buttons. Save will write any changes made to the company to the database. This is only necessary if the company name or information and the company dropdowns has changed.
  • Delete actually removes the record from CRM so be careful with that button. It is usually better to flag a company in active in the status field rather than to delete it.
  • The add to favorites button adds the record to your favorites list.
  • The large options button on the company level has features that affect the company record.
  • The smaller options button next to each contact in the tree has features that affect that contact.


Our final topic is activities. Activities are used to track interactions with your clients and are very important component of your CRM system. Activities can be linked to companies, contacts, opportunities, incidents or any combination of those.

  • To add an activity click the new button on any activity tab. Activities may also be added from the options button next to any contact on the contact tree.
  • Activities can be scheduled for the current date and time and completed immediately or they can be scheduled for a future date and left open. An open activity is one that does not have a result.
  • The notes area is a rich text box and has no limit to what can be typed or pasted in. It’s important to keep accurate detailed notes on every activity logged so that a usable history is kept it can be referred to if need be.

In addition to the basic activity features there are also items in the tools menu such as the option to send the activity to outlook as an appointment and the option to send the activity info via email.