Contacts (people) and Companies (accounts) are the backbone of the shared graph. Deals, quotes, tickets, chat conversations and calls all reference a contact and/or company, so a support agent sees the sales history and a rep sees open tickets, with no syncing.
Company types and support tier
- Company type: PROSPECT, CUSTOMER and others; converting a won Deal typically promotes the account to CUSTOMER.
- SLA tier (STANDARD, BRONZE, SILVER and up) on the Company sets support expectations for every ticket raised by its contacts.
- A Contact belongs to a Company; a Company can have many Contacts.
Creating and finding records
- 1Use the global search or the Contacts and Companies lists to check for an existing record first.
- 2Create a new record with email (the main match key) and company name or domain.
- 3Attach the contact to the company; add role and phone as needed.
- 4Open the record to see the timeline: deals, quotes, tickets, calls, emails and notes together.
- 5To rename a company, click its name at the top of the record and type the new name in place. Name changes go through the same permission and field-access checks as any other edit.
How records connect
- Deal.contactId and Deal.companyId link opportunities to people and accounts.
- Ticket and WidgetConversation carry a contactId; identity is matched by email, so a website chatter with a known email lands on the existing Contact.
- Merging duplicates should be done before converting more leads, so history is not split.
Custom fields on Contacts/Companies are governed by field-level security; if a field is missing for you, ask an admin to check Settings > Field access.