Customer Lookup and 360-Degree Account View

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When to use this workflow

• A customer calls in by phone and you need to pull up their account by name or phone number
• You need to see a customer’s full account profile (360 view) including orders, invoices, and open AR
• You received an email from a customer and need to find their account by email address
• A customer provides an order number and you need to see their full account

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Finding customers: Four paths

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Path 1: Search by name (fastest for known customers)

Steps:

1. Click Accounts in the main navigation.
2. In the Accounts list, use the search box at the top and type the customer name (first or last).
3. Click on the matching account from the results.

Example: Type “Johnson” and all accounts with Johnson in the name appear.

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Path 2: Search by email address

Steps:

1. Click Accounts in the main navigation.
2. Use Search accounts….
3. Type the customer’s email address.
4. Click the matching account row.

Expected result: The customer’s account opens with their full profile visible.

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Path 3: Search by phone number

Steps:

1. Click Accounts in the main navigation.
2. Use the search box and type the phone number (with or without formatting: 555-123-4567 or 5551234567 both work).
3. Click the matching account.

Expected result: The account opens immediately.

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Path 4: Search by order number

Steps:

1. Click Orders in the main navigation.
2. Use the search box and type the order number (e.g., SO-001234 or PO-004567).
3. Click the order from the results.
4. Click the customer name link at the top of the order detail to jump to their account.

Expected result: The customer’s account page opens, showing all their information.

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The 360-degree account view

Once you open a customer’s account, you have access to their complete profile. Here’s what you’ll see:

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Header section

• Customer Name and Account Status (Active, Inactive, On Hold)
• Account Managers, Sales Agents, and Field Agents assigned to the account
• Quick Actions menu (Edit, Merge, Deactivate, etc.)

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Key tabs and sections

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Overview tab (default)

• Billing and shipping addresses on file
• Contact information (email, phone, website)
• Credit limit and Current AR Balance (open invoices)
• Payment terms (Net 30, Prepay, etc.)
• Notes section (internal notes from previous reps)

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Analytics tab

• Customer purchasing patterns and activity metrics, when the account is a customer account.

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Timeline tab

• Recent account activity, edits, customer communications, and workflow events.

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Contact Persons tab

• All named contacts at the account.
• Add or edit email addresses before sending documents.

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Payment Methods tab

• Saved cards and bank accounts for customer accounts.
• Use this when a payment method is missing, expired, or needs ACH verification.

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Transactions tab

• Sales orders, invoices, payments, balances, and account credit context.
• Row actions can include Resend Invoice or Resend Receipt.
• Receive Payment (Multi-Invoice) appears when there is an outstanding customer balance and your role allows payment entry.

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Communications tab

• Account-level communication history and email preferences when your role can view it.

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Call History tab

• RingCentral call history appears when the integration is connected.

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Vendor and Prepayments tabs

• Vendor-specific panels appear for vendor accounts or accounts with purchase-order activity.

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Common 360-view scenarios

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Scenario 1: Customer calls with past due invoice

1. Search by name or phone number.
2. Open the Transactions tab.
3. Review the outstanding balance and invoice rows.
4. Click Receive Payment (Multi-Invoice) to collect money, or Resend Invoice on the invoice row if the customer needs a copy.

Related: Record Payment

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Scenario 2: Customer wants to place an order; you need to check credit limit

1. Search by customer name.
2. Review credit terms, open AR, and account tags on the Overview and Transactions tabs.
3. If the account is on credit hold or available credit is insufficient, collect payment, ask AR/management for review, or create the order knowing it may be blocked by the credit gate.

Related: Creating Orders

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Scenario 3: Customer reports they never received an invoice

1. Search by customer name.
2. Open the Transactions tab.
3. Find the invoice or sales order row.
4. Click Resend Invoice.

Related: Resending Emails

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Scenario 4: Multiple customer contacts; unsure which email to use

1. Search by customer name.
2. Click the Contact Persons tab.
3. Review all contacts and their roles (Billing, Shipping, AP Contact, etc.).
4. Send correspondence to the appropriate contact based on their role.

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Using list search effectively

Use the search box on the page that matches the identifier the customer gives you:

• Accounts: search account name, email, phone, city, or other account list fields.
• Orders: use Search orders, accounts, channels… when the customer gives an order number, customer name, or sales channel.
• Transactions on the account: search within that customer’s sales orders, invoices, and payments.

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Tips for fast customer lookup

• Use partial matches: You don’t need the exact name. Type “Joh” and all Johnson-like names appear.
• Leverage phone search: Many customers remember their phone number but not their account name.
• Use order number if available: If the customer has an order number handy, search by order, then click their name to access their full account.
• Watch account type: Customer panels such as Analytics and Payment Methods may hide on pure vendor accounts; Vendor and Prepayments tabs appear for vendor activity.

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