Overview
Knowlix CRM organizes sales activities, tracks leads, manages opportunities, and forecasts revenue through visual pipelines and automated workflows. Keep prospects moving through sales stages with activity scheduling, team collaboration, and comprehensive analytics. The CRM platform provides complete lifecycle management from initial lead capture through closed-won deals. Pipeline visualization shows opportunities organized by stage with drag-and-drop progression, while predictive scoring identifies high-value prospects for priority follow-up. Integration with marketing, email, and analytics modules connects customer interactions across all touchpoints. Sales team management coordinates territory assignments, lead distribution rules, and performance tracking. Configure multiple teams with unique quotas, assignment algorithms, and compensation structures. Automated routing delivers incoming leads to appropriate salespeople based on geography, industry, company size, or custom criteria. Comprehensive reporting analyzes pipeline health, conversion rates, win/loss patterns, and revenue forecasting. Track individual and team performance through customizable dashboards showing deal velocity, average deal size, and quota attainment metrics. Key capabilities:- Visual pipeline management with stage customization
- Predictive lead scoring using machine learning
- Automated lead assignment and routing
- Activity scheduling and follow-up tracking
- Win/loss analysis and forecasting
- Sales team performance analytics
- Email integration and communication tracking
Important: CRM data quality directly impacts sales effectiveness. Maintain accurate contact information, update opportunity statuses promptly, and document customer interactions consistently to enable reliable reporting and forecasting.💡 Pro Tip: Ask Your Knowlix for CRM tasks: “Show me opportunities closing this month” or “Assign new leads to the sales team”
Pipeline Management
Organize opportunities through customizable sales stages.Pipeline Views
Kanban view (default): Visualize deals as cards moving through pipeline stages. Drag opportunities between columns to update progress. Each card shows:- Contact/company name
- Expected revenue
- Assigned salesperson
- Scheduled activities
- Priority indicators
Lost Opportunities
Mark opportunities that won’t convert to keep pipeline accurate. To mark opportunities lost:- Open opportunity record
- Click Lost button
- Select lost reason from dropdown (or create new)
- Add closing notes (optional but recommended)
- Click Mark as Lost
- Pricing too high
- Competitor selected
- Budget eliminated
- Timeline changed
- No decision made
- Apply Lost filter
- Open opportunity
- Click Restore
Merging Duplicates
Combine similar leads and opportunities to prevent duplicate outreach. Similarity detection: System automatically identifies matches based on email and phone number. Similar Leads smart button appears when matches found. Comparing records: Click Similar Leads button to view Kanban of potential duplicates. Review details to confirm merge appropriateness. Merge workflow:- Switch to list view
- Select leads/opportunities to combine
- Actions menu → Merge
- Assign salesperson and sales team
- Click Merge to combine
Important: Merging is irreversible. System prioritizes first-created record but upgrades leads to opportunities when merging mixed types.When NOT to merge:
- Different contacts within same organization
- Lost opportunities with active ones (merging reactivates)
- Similar but not exact email addresses
- Multiple salespeople actively working separately
Sales Teams
Configure multiple teams with unique assignment rules and territories.Creating Sales Teams
Navigate to CRM → Configuration → Sales Teams and click New. Team configuration: Sales Team: Descriptive name for team. Team Leader: Manager responsible for team performance. Email Alias: Unique email address that auto-generates leads when messages received. Configure who can send:- Everyone
- Authenticated Partners
- Followers Only
- Authenticated Employees
- Salesperson
- Skip auto assignment checkbox
- Leads limit (30 days)
- Domain for individual assignment rules
Team Dashboard
Navigate to CRM → Sales → Teams to view team performance. Team metrics displayed:- Open opportunities count
- Quotations and sales orders
- Expected revenue
- New opportunities graph (weekly)
- Invoicing progress bar
Lead Scoring
Automatically prioritize opportunities using predictive algorithms.Predictive Lead Scoring
Machine learning model analyzing historical won/lost patterns to calculate win probability for active opportunities. Probability calculation: Uses naive Bayes model considering:- Pipeline stage (always considered)
- Sales team assignment (always considered)
- Geographic location (state/country)
- Contact quality (phone/email present)
- Lead source and medium
- Language
- Tags
- State
- Country
- Phone Quality
- Email Quality
- Source
- Language
- Tags
Rule-Based Assignment
Automatically assign leads to salespeople based on configurable criteria. Enable assignment: Navigate to CRM → Configuration → Settings and activate Rule-Based Assignment. Assignment frequency: Manually: User triggers assignment on demand. Repeatedly: Automatic assignment at specified intervals (Minutes to Weeks). Configure team rules:- Open sales team configuration
- Click Edit Domain in Assignment Rules section
- Add filter rules (e.g., Probability >= 20)
- Click Save
Activities and Follow-Ups
Schedule and track next actions on opportunities.Activity Types
Pre-configured activities for CRM:- Email reminder
- Call scheduling
- Meeting scheduling
- To-do tasks
- Document upload
Activity Plans
Sequences of pre-configured activities scheduled automatically. Navigate to CRM → Configuration → Activity Plan and click New. Plan configuration: Plan Name: Descriptive title. Activities to Create tab: Add activities with:- Activity Type
- Summary instructions
- Assignment (Ask at launch or Default user)
- Interval and timing (before/after plan date)
- Open opportunity
- Click Activities in chatter
- Select plan from Plan dropdown
- Set plan date
- Choose assigned user
- Click Schedule
Lead Enrichment
Enhance lead data with business information through third-party services.Enrichment Setup
Navigate to CRM → Configuration → Settings → Lead Generation. Enable Lead Enrichment and select:- Enrich leads on demand only (manual)
- Enrich all leads automatically
- Full business name and logo
- Social media accounts
- Company type and founding date
- Industry sectors
- Employee count
- Estimated revenue
- Phone and timezone
- Technologies used
Note: Lead enrichment requires In-App Purchase credits. Each enrichment costs one credit.💡 Your Knowlix: “Enrich all leads from technology companies” or “Show enrichment credit balance”
Lead Mining
Generate new leads directly from target criteria.Lead Mining Configuration
Enable at CRM → Configuration → Settings → Lead Mining. Generate Leads button appears on Pipeline and Leads pages. Mining parameters: Target: Companies (company information only) or Companies and their Contacts (individual employee details). Filters:- Countries and states
- Industries
- Company size (employee count)
- Role (for contacts)
- Seniority (for contacts)
- Sales Team
- Salesperson
- Default Tags
Important: Lead mining consumes In-App Purchase credits. One credit per company, additional credit per contact. Ensure GDPR/data privacy compliance when collecting contact information.
Marketing Attribution
Track lead sources and campaign effectiveness.Attribution Reporting
Navigate to CRM → Reporting → Leads for attribution analysis. UTM Parameters: Track visitor sources through URL parameters: Medium: Broad category (Social Media, Email, CPC, Direct). Source: Specific platform (Facebook, Google, Newsletter). Campaign: Individual campaign name (Summer Sale, Product Launch). Create UTMs through link tracker integration with Email Marketing and Marketing Automation apps. Report creation:- Remove default filters
- Apply desired filters (Active, Won, etc.)
- Group By source, medium, or campaign
- Analyze lead volume by attribution
Reporting and Analytics
Analyze pipeline performance and forecast revenue.Pipeline Analysis
Navigate to CRM → Reporting → Pipeline for comprehensive analytics dashboard. Default view: Bar graph showing lead count by stage, color-coded by month. Filters available:- My Pipeline (assigned to current user)
- Opportunities / Leads
- Active / Inactive
- Won / Lost
- Created On (time ranges)
- Expected Closing
- Date Closed
- Archived
- Salesperson
- Sales Team
- City / Country
- Company
- Stage
- Campaign / Medium / Source
- Creation / Conversion / Closing dates
- Lost Reason
- Days to Assign / Close / Convert
- Exceeded Closing Days
- Expected MRR / Revenue
- Prorated metrics
- Count
Win/Loss Analysis
Calculate conversion rates comparing won to lost opportunities. Creating win/loss reports:- Navigate to Pipeline Analysis
- Add custom filter: Active is set OR Active is not set
- Group by Stage
- Review won vs. lost distribution
Expected Revenue Report
Forecast revenue from opportunities with estimated closing dates. Creating report:- Navigate to Pipeline Analysis
- Measures → Select Expected Revenue
- Add custom filters:
- Expected Closing is set
- Expected Closing is between [date range]
- Salesperson is set
- Group by Salesperson
Forecast Report
Project future revenue from upcoming opportunities. Navigate to CRM → Reporting → Forecast for interactive forecasting. Forecast view: Opportunities grouped by expected closing month in Kanban format. Drag between columns to adjust timelines. Prorated Revenue: Expected Revenue × Probability = Prorated Revenue Column headers show total prorated revenue for that time period. Adjusting forecasts: Drag opportunity cards between months. Expected Closing date updates to last day of new month automatically.Lead Management
Create and convert leads through qualification process.Enable Leads
Navigate to CRM → Configuration → Settings and enable Leads. Adds Leads menu to header. Provides qualification stage before opportunity creation. Disable for specific team: Open team configuration and uncheck Leads checkbox to convert directly to opportunities.Lead Sources
Email aliases: Configure unique email addresses per team that automatically generate leads from incoming messages. Web forms: Contact forms on website create leads/opportunities based on form configuration. Manual creation: Navigate to CRM → Leads → New to manually create lead records. Lead mining: Generate leads from target criteria through paid service.Converting Leads
Open lead and click Convert to Opportunity. Conversion options: Convert to opportunity: Create new opportunity from lead data. Merge with existing opportunities: Combine with similar records (prioritizes first-created). Assignment: Select Salesperson and Sales Team (optional). Customer handling:- Create new customer from lead information
- Link to existing customer
- Do not link to customer
Quotation Creation
Generate and deliver sales proposals from opportunities.Creating Quotations
Open opportunity and click New Quotation.Note: Requires Sales app installation. If Customer field empty on opportunity, system prompts to create/link customer before quotation generation.Quotation configuration: Customer details: Customer, Referrer, Invoice Address, Delivery Address. Quotation parameters:
- Quotation Template (optional)
- Expiration date
- Recurring Plan (for subscriptions)
- Pricelist
- Payment Terms
- Product selection
- Quantity
- Price adjustments
Sending Quotations
Preview: Click Preview to view customer portal presentation. Delivery: Click Send by Email to open email composer with:- Pre-configured template message
- Customer contact information
- PDF quotation attachment
Marking Won/Lost
Return to opportunity after quotation response. Won: Click Won button. Green “Won” banner appears and opportunity moves to Won stage. Lost: Click Lost, select/create lost reason, add closing notes, click Mark as Lost. Red “Lost” banner appears and opportunity archived from active pipeline.Best Practice: Use consistent lost reason values for accurate pipeline analysis. Configure standard reasons at CRM → Configuration → Lost Reasons.💡 Your Knowlix: “Create quotation for ABC Company opportunity” or “Send renewal quotes for expiring contracts”
Quality Metrics
Track lead quality and distribution across sales team.Lead Distribution Report
Analyze equitable lead assignment across salespeople. Navigate to CRM → Reporting → Pipeline and add filters: Essential filters: Created On:= [start date] to limit timeframe.Sales Team: Contains [team name] for specific team analysis. Contact Method: Phone is set OR Email is set to exclude low-quality leads. Active Status: (Active is set) OR (Active is not set) to include all statuses. Group By: Salesperson to show distribution. Analysis: Graph or list view shows lead volume per salesperson. Identifies distribution imbalances and guides assignment adjustments.
Quality Leads Report
Compare quality lead distribution using custom criteria. Defining quality: Combine standard and organization-specific factors:- Contact information completeness
- Professional email domains
- Specific lead sources (appointments, live chat)
- Stage progression
- Marketing attribution
- Engagement indicators
- Navigate to Pipeline Analysis
- Remove default filters
- Add custom filters matching quality criteria
- Exclude Salesperson is not set
- Enable Include archived toggle
- Group by Salesperson and Active status
Unattended Leads Report
Identify opportunities with overdue activities. Prerequisites: Sales team consistently using Activities feature in chatter. Report filters: Past due activities: Activities > Due Date <= [today] Exclude unassigned: Salesperson is set Optional team filter: Sales Team is in [teams] Group By: Salesperson or Sales Team List view columns: Add Activities, Expected Closing, and Probability for comprehensive view. Usage: Daily reports remind teams to address outstanding activities before becoming overdue. Reinforces proactive sales behaviors.Partner Autocomplete
Enrich contacts with corporate data from company name entry.Configuration
Navigate to Settings → Contacts and enable Partner Autocomplete. Functionality: Type company name in Customer field. Dropdown shows match suggestions. Selecting populates:- Full business name and logo
- Phone and email
- Tax ID
- Address
- Industry tags (UNSPSC)
Note: Requires In-App Purchase credits. One credit per request. Enterprise subscriptions include free testing credits.💡 Your Knowlix: “Enable partner autocomplete for faster contact creation”
CRM Gamification
Motivate sales team through challenges and rewards.Module Installation
Navigate to Apps, search “CRM Gamification”, click Install. Access gamification tools at Settings → Gamification Tools (requires developer mode). Components: Badges: Awards for completing challenges or manual grants. Challenges: Goal-based competitions with assignment rules and rewards. Goals: Pre-configured CRM targets (New Leads, Days to Close Deal, New Sales Orders).Creating Badges
Navigate to Settings → Gamification Tools → Badges and click New. Badge configuration: Badge name and description: Title and explanation. Allowance to Grant:- Everyone (any user can award)
- Selected list of users
- People having some badges
- No one (challenge-only awards)
Creating Challenges
Navigate to Settings → Gamification Tools → Challenges and click New. Challenge setup: Challenge Name: Descriptive title. Assign Challenge To: Assignment rules defining participants (e.g., Groups is in Sales/User). Periodicity: Automatic goal assessment frequency. Goals tab: Add goals with:- Goal Definition (from pre-configured list)
- Condition (auto-populated from goal)
- Target value
CRM Best Practices
Update Pipeline Promptly
Mark activities done immediately after completion. Update stages as opportunities progress. Stale pipeline data produces inaccurate forecasts.Consistent Lost Reasons
Use standard lost reason values rather than free-form text. Consistent categorization enables meaningful trend analysis.Quality Over Quantity
Focus on high-probability opportunities rather than inflating pipeline with unlikely prospects. Accurate qualification improves forecast reliability.Regular Pipeline Reviews
Weekly team reviews identify stalled deals requiring intervention. Monthly pipeline hygiene removes outdated opportunities.Leverage Automation
Use rule-based assignment, predictive scoring, and automated activities to reduce manual work and ensure consistent follow-up.Document Customer Interactions
Log call notes, meeting summaries, and email correspondence in chatter. Complete history enables seamless rep transitions.Set Realistic Close Dates
Optimistic deadlines skew forecasts. Base expected closing on buyer timeline discussions rather than sales team preferences.Track Activities Religiously
Scheduled next steps prevent opportunities from falling through cracks. Activity tracking provides early warning of at-risk deals.Segment Reporting
Different stakeholders need different views. Sales reps track personal pipeline, managers monitor team metrics, executives review aggregate forecasts.Clean Data Regularly
Merge duplicates promptly, update contact information when changes communicated, archive inactive opportunities to maintain pipeline clarity.Troubleshooting Common Issues
Opportunities Not Appearing in Pipeline
Possible causes:- Active filters hiding records
- Assigned to different salesperson/team
- Archived status
Lead Scoring Not Updating
Possible causes:- Insufficient historical data (need closed won/lost opportunities)
- Manual probability override active
- Predictive scoring variables not configured
Assignment Rules Not Working
Possible causes:- Rule-Based Assignment not enabled
- Domain rules excluding all leads
- Skip auto assignment enabled for team/member
Activities Not Triggering Next Steps
Possible causes:- Activity type chaining not configured
- Activities marked done without follow-up selection
- Plan activities not scheduled
Related Documentation
- Sales - Quotations and sales orders
- Subscriptions - Recurring revenue management
- Email Marketing - Campaign integration
Need Help?
Ask Your Knowlix:- “Show me all opportunities expected to close this month”
- “Assign high-value leads to senior sales reps”
- “Create a win/loss report for Q1”
- “Schedule follow-up activities for stalled deals”
- “What’s our average time to close deals?”
- “Merge duplicate leads for TechCorp”