Introduction
Welcome to this Fast Class on CRM navigation basics. Whether you're new to CRM or looking to become more comfortable with a customized CRM application, understanding how to navigate the system is an important first step toward improving productivity and finding information quickly.
In this session, we explore a CRM app, review key navigation areas, demonstrate how to work with related records, and finish with several personalization tips that can make the application work better for you.
Understanding the Navigation Pane
When you open a CRM app, the Navigation Pane appears on the left side of the screen. This area serves as your primary workspace navigation and contains the sections and records you use most often.
Key Navigation Pane features include:
• Hamburger Menu: Expands or collapses the navigation menu to create more screen space.
• Home Button: Returns you to the default starting page in the application.
• Recent Items: Displays records, views, and pages you've recently accessed.
• Pinned Items: Allows you to save frequently used records, views, and dashboards for quick access.
• Section Groupings: Organizes related items into categories such as Customers, Accounts, and Contacts.
• Area Switcher: Lets users move between larger app areas, such as Main and Settings.
Keep in mind that the Navigation Pane is configurable and may look different depending on how your administrator has designed the application.
Working with Dashboards
Dashboards provide a centralized view of important CRM data by combining charts, lists, and other visual elements in a single location.
Examples of information that may appear on a dashboard include:
• Opportunity sales funnels
• Open leads by source
• Activity lists
• Performance charts and visual summaries
CRM dashboards are designed to help users focus on day-to-day priorities. While more advanced reporting is typically handled through Power BI, dashboards offer a convenient way to monitor key business information at a glance.
Navigating List Views
Most navigation items in CRM point to specific record types, also known as tables. Examples include Accounts, Contacts, Leads, and Cases.
When viewing a list:
• Records are displayed in a grid format.
• The View Selector provides access to different filtered views.
• Different views may present unique filters and column configurations.
• Records can be opened by selecting the linked record name.
• Records can also be opened by double-clicking a row or selecting a row and choosing Edit.
List views make it easy to locate, filter, and manage data across large sets of records.
Understanding Related Records
CRM uses lookup fields to connect related information across tables.
For example:
• An Account record may contain a Primary Contact lookup.
• Selecting a contact in that field creates a relationship between the Account and Contact records.
• Users can open related records directly from lookup fields or views.
These relationships allow users to move seamlessly between connected records and gain a more complete view of customer information.
Using Subgrids on Forms
Related records can also be displayed directly on record forms through a feature called a subgrid.
A common example is displaying Contacts within an Account record.
Subgrids:
• Show related information without requiring users to leave the current record.
• Adjust automatically based on screen size.
• May appear differently on smaller screens due to responsive design behavior.
• Can often be expanded or moved to dedicated tabs for easier viewing.
Understanding subgrids can help users quickly access related information while working within a record.
Working with Activities
The Activities area provides a centralized location for tracking customer interactions and follow-up work.
Activity records may include:
• Emails
• Phone calls
• Tasks
• Other customer-related communications
Activities can be created directly from the Activities area, but they are commonly created from record timelines or tracked from Outlook.
Each activity can be associated with a specific record using the Regarding field, which determines where the activity appears within CRM.
Activity Filters
The Activities section includes specialized filters that help users locate specific interactions.
Common filters include:
• Activity Type: Filters activities by email, phone call, task, and other record types.
• Due: Filters scheduled activities based on timing, including overdue items.
These filters are particularly useful for managing tasks, scheduled calls, and follow-up activities.
Three Easy Ways to Personalize Your CRM App
Personalizing your app can improve efficiency and reduce the number of clicks required during daily work.
1. Pin Frequently Used Items
Pin commonly used records, dashboards, and views to the Pinned section for quick access.
Examples include:
• Key dashboards
• Common list views
• Frequently accessed account records
2. Set a Default View
If you consistently use a particular view, you can make it the default.
To do this:
- Open the desired view.
- Use the view options to set it as your default.
- The selected view will open automatically when you return to that table.
You can also create personal views, often called User Views, to further customize your experience.
3. Set a Default Home Page
Users can select which page or view appears when the app opens.
To configure this:
- Select the gear icon.
- Open Personalization Settings.
- Choose your default area and landing page.
- Save your changes.
Once configured, both app launch behavior and the Home button will return you to your selected default page.
Key Takeaways
CRM navigation becomes much easier once you understand the core building blocks of the application. By learning how to use the Navigation Pane, dashboards, list views, related records, activities, and personalization settings, you can create a more efficient workflow and access the information you need with less effort.
