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Freshsales: crm features and setup
Freshworks' sales CRM for organizing leads and sales activity. It combines pipeline management and Freddy AI capabilities to help the team decide what to work on and gather context before outreach.
Tool by the Otomatzia editorial team · source content checked on
Overview
Start with the quality of incoming leads: their source, contact details, and the information needed to choose a salesperson. If these fields are missing, neither a convenient pipeline view nor an AI-based insight will fix the routing. Review Freddy's recommendations against the original record and make sure the team understands which details they rely on. Separate new leads from customers already being handled so that another event does not reset the assigned owner or contact history.
Features
- Lead capture, qualification, and routing
- Sales pipeline views and work organization
- AI capabilities for sales insights and activities
Business uses
- Distributing incoming leads by assigned owner and team rules
- Planning sales activity using an up-to-date view of deals
Getting started
- Define lead sources and required fields before creating routing rules.
- Enter leads from two sources, including one with a missing routing field, and check who receives each one.
- Choose one AI insight and compare it with the recorded activity. Then update an existing lead and check that its follow-up does not start over.
What to check
- Check the difference between Freshsales and other Freshworks products, such as Freshdesk.
- Verify that AI scoring or summaries reflect existing information and can be reviewed by a salesperson.
Sources to check next
Vendor features and prices change. Confirm details on the linked official pages before you rely on them.