- Authority to use the customer information in your workspace
- A reliable identifier such as an approved email address or phone number
- A plan for resolving duplicate or outdated records
Use the decision test
Before adding information, ask: Which future decision will this improve? Good context changes ownership, timing, channel choice, qualification, service handling, or a commercial next step. If the answer is unclear, the information probably does not belong in WRKZY.
Useful examples include a confirmed decision-maker relationship, a promised follow-up date, a product interest the customer expressed, an objection connected to a deal, or consent evidence for a specific channel. Avoid opinions about a person, copied message threads, speculative labels, and sensitive information unrelated to the work.
Context is useful when it connects evidence to action
- 01HubCustomer record
The durable identity shared by every workflow.
- 02EvidenceTimeline and consent
What happened and which communication is allowed.
- 03SignalConversation
The current customer exchange and channel state.
- 04RevenueDeal or quote
Commercial intent, value, and buyer decision history.
- 05OutcomeOwned next action
The named person, due point, and expected outcome.
Put context in the right place
| Context | Record | Why |
|---|---|---|
| Stable identity or segmentation | Contact field, tag, or company relationship | Keeps searchable facts on the profile |
| A time-ordered interaction | Conversation or Contact 360 timeline | Preserves source and timestamp |
| A commercial fact or risk | Deal, task, or deal note | Keeps it with the opportunity it affects |
| Products being considered | Customer interest or quote line | Connects demand to the catalog |
| A promise with a due date | Follow-up or task | Creates accountable work rather than passive prose |
Write context another person can use
- State the verified fact before interpretation.
- Include the source or event when it matters: for example, “Customer requested delivery before 30 September during the 28 July email.”
- Record an owner and due date when there is a commitment.
- Link the note to the contact, company, deal, quote, or conversation where the decision will be made.
- Re-read the entry without your private background knowledge. It should still make sense.
Example: turn an objection into useful work
Weak context: “Price sensitive.”
Decision-ready context: “Buyer said the annual option exceeds the approved budget. Deal owner will prepare a monthly alternative before Friday; do not resend the current quote.”
The second version records evidence, consequence, owner, and timing. It also tells another teammate what not to do.
Keep the record current
Update stable fields when facts change, complete or reschedule commitments, and close outdated commercial work. Do not append a second contradictory note when a first-class field can be corrected. Use duplicate review if context is split between identities; use a governed quote revision if customer-facing terms changed.
Verify that the context works
Reopen the contact, company, or deal from another view and read the entry as if you were the next owner. Confirm the evidence, linked source, owner, and due action are visible without private explanation. If the entry changes no decision, shorten it or remove it according to your records policy.
- Improves a specific future decision
- States evidence separately from interpretation
- Lives on the record where action happens
- Includes owner and timing for commitments
- Contains no unnecessary sensitive data