Deal Tracking

Deals (opportunities) are the core unit of your sales pipeline. Each deal represents a potential sale — from initial qualification through close.

Deal Record

Each opportunity includes:

Field	Description
Name	Deal name (e.g., "Acme Corp - Managed IT Services")
Pipeline	Which pipeline this deal belongs to
Stage	Current pipeline stage
Value	Total deal value
Currency	Deal currency
Probability	Likelihood of closing (defaults to stage probability, can be overridden)
Weighted Value	Calculated: value × probability ÷ 100
Recurring Value	Monthly, quarterly, or annual recurring revenue
Expected Close Date	Target close date
Company	Associated company
Primary Contact	Main point of contact for the deal
Additional Contacts	Other stakeholders involved
Owner	Sales rep responsible
Team	Additional team members (multi-owner support)
Source	Where the deal originated
Lead	If converted from a lead, the originating lead record
Competitors	Competitor records linked to this deal
Tags	Freeform labels
Custom Fields	Configurable fields

Auto-Tracked Fields

CRM automatically tracks:

• Days in Stage — How long the deal has been in its current stage
• Stage Entered At — Timestamp of the last stage change
• Last Activity — Most recent interaction
• Next Action / Next Action Date — Upcoming follow-up

Deal Activity Log

Every deal has a dedicated activity timeline:

• Stage changes with timestamps
• Emails sent and received (via contact association)
• Calls, meetings, and notes
• Quote sent, viewed, accepted, or rejected
• Proposal interactions
• Owner changes

Manually log activities from the deal detail page by clicking Log Activity and selecting the type (Call, Email, Meeting, Note, or Task).

Probability and Weighted Forecasting

Each deal has a probability percentage that determines its weighted value:

• Stage-based probability — Automatically set when a deal enters a stage (e.g., "Proposal Sent" = 50%)
• Manual override — Sales reps can override the probability for individual deals when they have better information
• Weighted value — Used in pipeline forecasting to project likely revenue

💡Use probability overrides sparingly. Stage-based probabilities provide consistent, comparable forecasting across the team. Override only when you have strong reason to believe a deal is more or less likely than the stage suggests.

Recurring Revenue

For deals with ongoing recurring value:

1. Set the Recurring Value field (e.g., $5,000/month)
2. Choose the Recurring Frequency — Monthly, Quarterly, or Annually
3. CRM includes recurring revenue in forecasting calculations

This is especially useful for MSPs selling managed services contracts where the recurring MRR matters more than one-time setup fees.

Won/Lost Deal Recording

Winning a Deal

1. Move the deal to the Won stage (drag on Kanban or update the stage field)
2. Enter the Win Reason — what sealed the deal
3. Set the Actual Close Date (defaults to today)
4. The deal value is added to your closed-won totals

Losing a Deal

1. Move the deal to the Lost stage
2. Enter the Lost Reason — why the deal didn't close
3. Lost reasons are tracked for analysis in reports

ℹ️Win and loss reasons accumulate over time and become valuable for coaching. Review them monthly to identify patterns — are you losing on price, features, timing, or competition?

Lost Reason Tracking

CRM tracks lost reasons across all deals to surface trends:

• View lost reason breakdown in Reports
• Filter by pipeline, owner, time period, or competitor
• Use competitive intel battle cards to address recurring objections

Deal Archiving

Deals that are won, lost, or abandoned can be archived:

1. Open the deal detail page
2. Click Actions > Archive
3. Archived deals are hidden from the active pipeline but remain searchable and reportable

Archived deals are never deleted — they contribute to historical reporting and conversion analytics.

Deal Rooms

For complex, multi-stakeholder deals, create a deal room:

1. Open an opportunity and click Create Deal Room
2. Add stakeholders (internal team members and external contacts)
3. Upload documents (proposals, contracts, pricing)
4. Share a public link with external stakeholders for collaboration
5. All activity in the deal room is logged to the deal's timeline

Deal rooms provide a shared space where everyone involved can access the latest documents and track progress.

Next Steps

• Pipeline Management — Pipeline configuration and forecasting
• Activity Log — All activity types and reporting
• Email Sequences — Automated follow-up for open deals
• Integrations — How closed deals flow to PSA and Books