Working with the platform

This guide explains the operating model of the platform.

Use it when you are asking questions like:

• "Where should this work start?"
• "Which record should I update?"
• "Which team owns the next step?"
• "How do I move from marketing to sales to delivery without losing context?"

Core idea

The platform is not a set of separate tools. It is a connected operating system where the same customer story continues across modules.

That usually looks like this:

1. A person or company appears through marketing, an import, a referral, or manual entry.
2. The record is reviewed in CRM as a lead, contact, account, or deal.
3. Work is advanced through tasks, activities, sequences, and pipeline updates.
4. Once a customer buys, payments, delivery, learning, and support attach to the same broader context.
5. AI and automations help teams process, review, and act on that context faster.

The records that matter most

Leads

Use leads for people or companies that are still being qualified.

Accounts

Use accounts for the company or organization you sell to or support.

Contacts

Use contacts for the people connected to those accounts.

Deals

Use deals for revenue opportunities that move through a pipeline and affect forecast.

Activities

Use activities for history: calls, meetings, notes, emails, and events that already happened.

Tasks

Use tasks for work that still needs to happen.

Tickets and customer views

Use support tickets and customer views for post-sale service and context, especially when support, delivery, and commercial history need to stay connected.

How teams usually work across modules

Marketing

Marketing creates campaigns, funnels, and landing pages so demand enters the system with attribution.

Read: Marketing

Sales and CRM

Sales and CRM teams qualify leads, create or update accounts and contacts, work deals, and manage follow-up.

Read: CRM

Revenue leadership

Managers use forecast, reports, saved views, and pipeline inspection to coach and measure.

Read: CRM

Support and customer success

Support works tickets while keeping the account, contact, deal, payment, and delivery context visible.

Read: CRM

Delivery, learning, and training

Delivery teams use courses, cohorts, learners, progress, and certificates after a sale is made.

Read: Learning

Operations and finance-adjacent workflows

Operations teams track time, delivery effort, and payment state where needed.

Read: Operations and Products and commerce

AI and automation operators

AI users ask questions, review suggestions, approve actions, and monitor automation runs and rules.

Read: AI assistant

A practical daily rhythm

Morning

1. Open your operational queue, usually Inbox, Tasks, Support, or Automation Runs.
2. Check what is overdue, blocked, or awaiting approval.
3. Review any new leads, changes, or exceptions.

Midday

1. Update the records you touched.
2. Log history as activities or notes.
3. Create follow-up tasks instead of relying on memory.

End of day

1. Move deals, tickets, or learners to the right status.
2. Clear stale tasks or create the next action.
3. Review whether the next team in the process has enough context.

How to avoid losing context

• Update the record that owns the truth, not just your personal notes.
• Prefer linked records over free-form spreadsheets or side documents.
• Use activities for what happened and tasks for what still needs doing.
• Link records early so account, contact, deal, payment, and support history stay connected.
• Keep owners, stages, dates, and statuses current so reports stay useful.

Common handoffs

Marketing to sales

The handoff happens when a submission becomes a lead and someone begins qualification.

Lead to deal

The handoff happens when the opportunity is real enough to create downstream CRM records and work pipeline stages.

Closed deal to customer delivery

The handoff happens when commercial work becomes fulfillment, billing, learning, onboarding, or support.

Support back to commercial teams

The handoff happens when a service issue reveals renewal risk, expansion opportunity, or account health concerns.

Human work to automation

The handoff happens when repeatable work becomes safe enough to run through rules, approvals, and automation ledgers.

When to use each area first

Start in CRM when

• you are managing people, companies, deals, support, or follow-up
• you need the shared customer story
• you want forecast or pipeline visibility

Start in Marketing when

• you are launching campaigns or landing pages
• you need funnel attribution
• demand capture starts before a user signs into the workspace

Start in Products and commerce when

• you are defining what is sold
• you need pricing, event, or payment records

Start in Learning when

• the customer is already in delivery
• you need learner, lesson, quiz, or certificate workflows

Start in Operations when

• you are logging or reviewing internal work and delivery effort

Start in AI when

• you need help summarizing context
• you want suggestions or approval-gated actions
• you are monitoring automation health

Common mistakes to avoid

• Using tasks as a substitute for updating the main record
• Leaving deals in the wrong stage after real progress happens
• Logging history only in chat or email instead of the platform
• Creating duplicate contacts or accounts because the graph was not checked first
• Running automations without a clear approval and monitoring process
• Treating support, delivery, and payments as separate from customer context

Best next steps

• Read Role-based guides to see the platform from your team’s point of view.
• Read End-to-end tutorials for full workflows.
• Keep Platform flows open when you need a visual map.
• Open Lead-to-revenue lifecycle if you want the full commercial story in one page.
• Open Customer lifecycle if your work starts after the sale.
• Open AI and automation flow if your team uses approvals, rules, or integrations.