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Sales and customer teams

CRM user manual

Customers, deals, activities, quotes, pipelines, and automation.

Akwaaba Demo Company deals arranged by sales stage in the CRM pipeline
The CRM workspace. Screen contents vary by permissions and configuration.
24 articles

Workflows and guidance

  1. 01 Getting Started SikaBooks CRM helps a sales team turn enquiries into controlled commercial outcomes. It keeps ownership, follow-up, customer communication, estimates, proformas, and invoices conne...
  2. 02 Leads and Customers Leads and customers serve different purposes but stay connected. A lead is the qualification workflow for an enquiry. The linked customer is the durable person or organisation reco...
  3. 03 Deals Deals represent sales opportunities moving through your pipeline stages. 3.1 Viewing Deals Two views are available: List View: Go to Sidebar > CRM > Deals Filter by pipeline, stage...
  4. 04 Activities Activities are tasks, calls, meetings, and follow-ups that keep your sales process moving. 4.1 Activity Types Type Icon Usage Call Phone Scheduled phone calls Email Envelope Email...
  5. 05 Conversations The conversation hub provides a shared customer inbox for both integrated and manual channels. Integrated live channels — Email and WhatsApp Manual logged channels — Phone, SMS, Fa...
  6. 06 Estimates and Proformas Use an estimate to propose scope and price, then use a proforma when the customer needs a formal non-posting commercial document before invoicing. Neither document posts to the Gen...
  7. 07 Invoices Create and manage CRM invoices with optional synchronisation to the Accounting module. 7.1 Invoice Modes The CRM supports two invoice modes (configured from the Invoice Sync CRM se...
  8. 08 Contracts Manage customer contracts with status tracking and PDF generation. 8.1 Viewing Contracts Go to Sidebar > CRM > Contracts Browse contracts with status: Draft, Active, Expired, Renew...
  9. 09 Pipelines & Stages Pipelines define your sales process as a series of stages that deals move through. 9.1 Viewing Pipelines Go to Settings > Pipelines Select a pipeline from the left panel Review its...
  10. 10 Sequences Sequences are automated email drip campaigns that send a series of messages to customers on a schedule. 10.1 Viewing Sequences Go to Sidebar > CRM > Sequences Browse sequences with...
  11. 11 Automations Automations let you build workflows that trigger actions based on CRM events — no manual intervention needed. 11.1 Viewing Automations Go to Sidebar > CRM > Automations Browse auto...
  12. 12 Web Forms Create public web forms that capture leads directly into your CRM. 12.1 Viewing Web Forms Go to Sidebar > CRM > Web Forms (or Settings > Web Forms) Browse forms with submission cou...
  13. 13 Sales Goals Set and track sales targets for your team by rep and period. 13.1 Viewing Goals Go to Sidebar > CRM > Goals View goals by period (Monthly, Quarterly, Yearly) See progress (current...
  14. 14 Territories Organise your sales team by geographic territory with Ghana region support. 14.1 Viewing Territories Go to Sidebar > CRM > Territories View territories with assigned reps and perfo...
  15. 15 Reminders Set reminders for yourself or team members to follow up on important actions. 15.1 Viewing Reminders Go to Sidebar > CRM > Reminders View pending reminders sorted by due date 15.2...
  16. 16 Reports The CRM includes 10 analytical reports. All support date range filtering. 16.1 Pipeline Report Shows deal distribution across pipeline stages: Deal count and value per stage Weight...
  17. 17 Email Templates Create reusable email templates with dynamic placeholders for consistent communication. 17.1 Viewing Templates Go to Sidebar > Settings > Email Templates Browse templates by catego...
  18. 18 Tags Tags help you categorise and segment customers and deals. 18.1 Managing Tags Go to Sidebar > Settings > Tags View, create, edit, or delete tags 18.2 Assigning Tags Go to a customer...
  19. 19 Customer Portal Give customers self-service access to their quotes, invoices, and contracts via secure signed links. 19.1 How It Works On a customer profile, click Portal Link A signed URL is gene...
  20. 20 Settings Configure CRM behaviour and defaults. 20.1 General Settings Default Pipeline — Pipeline used for new deals unless specified Stale Lead (Hours) — Flags leads that have gone inactive...
  21. 21 Integration with Other Modules 21.1 Accounting Integration When the Accounting module is enabled and dual-mirror mode is active: Invoice Sync — CRM invoices create corresponding Accounting invoices Accounting Au...
  22. 22 API & Webhooks The CRM provides a REST API (v1) for external integrations and webhook subscriptions for real-time event notifications. 22.1 REST API All endpoints require API token authentication...
  23. 23 Permissions CRM permissions control access to all module features: Permission Description crm.dashboard.view View the CRM dashboard crm.records.view_all View CRM records assigned to every sale...
  24. 24 Troubleshooting and Glossary 24.1 Common Workflow Problems What you see Likely reason What to do next A lead or customer is missing It is assigned to another salesperson or is unassigned Ask a CRM manager or o...