Accounts in Nextiva CRM

⚠️ Nextiva CRM has been retired from the Nextiva product offerings and is currently not available to new users. 

An Account is a Nextiva CRM record used to store information related to a business partner or customer. It also saves a history of all interactions related to the account. Users can associate contacts, cases, and opportunities to accounts to create relationships between the records for easy access to related information.

Account view

Click Account from the left panel to view all account records in Nextiva CRM.

Users can perform the following actions in the account view:

  1. Click the Plus (+) icon to add a new record (account, contact, case, lead,
    opportunity, product, or a custom record type).
  2. Click the row corresponding to an account to view the account Workspace.
  3. Click the Ellipsis () icon corresponding to an account to open a list of contextual
    actions. Users can use this menu as a shortcut to create system records related to the account.
  4. Select the checkbox(es) corresponding to the desired account(s), and click
    the Export icon to export the account data to a .csv file.

Creating accounts

  1. Click the Plus (+) icon and select account.
  2. Fill out the New Account form and click Save.

Account Workspace

In the Account view, search and select an account to view the Account Workspace. The Workspace allows users to easily view and manage account Information, contact details, interactions, analytics, and more.

Overview Tab

On the Overview tab, view a 360° snapshot of the customer’s account, their recent activity, and an overview of the customer journey. The Overview tab displays necessary account information, such as account name, shipping and billing addresses, associated contacts, and analytics. Recent cases and opportunities related to the account also appear on the Overview tab.

Details Tab

The Details tab allows Users to view and edit account information, contact details, and address information. 

The Related tab displays records associated with the account. Click the Show button and select the desired record type(s) (Cases, Contacts, Opportunities, Child/Parent Accounts) from the drop-down menu. Contacts and Opportunities display by default. To associate an existing record, such as a Contact or Case, with an account, click Add. Click Create new to create a new record and automatically associate it with the account.

Analytics Tab

On the Analytics tab, view the Customer Feedback Trend and Sentiment Trend details. View a detailed history of the customer journey by hovering over the points in any of the charts. Adjust the sliders to modify the time range.

  • Sentiment Trend works to estimate the customer’s current disposition. Nextiva CRM calculates this metric by gathering positive and negative keywords in the account’s activities and SmartTopics. This can be customized based on customer needs and industry.
  • Customer Feedback Trend reports the outcome of any surveys the customer has completed.

Interaction History Feed

View all recent communication in the Interaction History feed on the right side of the workspace. Users can also create a Note, Email, Log Interaction, and Send Survey by clicking the Plus (+) icon at the bottom-left corner of the Interaction History feed.

NOTE: You can also preview surveys that have been sent and completed, including the results and the status, directly from the interaction history. 

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