Match a phone number with CRM records

Single-match scenario

When you call or receive a call from a phone number that is associated with only one record in your CRM, Tenfold displays the single match in the UI. If the correct record is associated with the number, you do not need to perform any additional actions.

Single-match calls automatically log to your CRM.

NOTE: There are two reasons that a record might incorrectly appear in a Single Match scenario:

• The phone number is associated with the wrong record in the CRM.
• The phone number is associated with multiple records (in the case of a business line) but is only saved to a single record in the CRM.

If there is an error, you can correct the information using Tenfold by reassigning the call in your call history, or by unassociating the phone number from a record.

Multi-match scenario

When multiple records match the phone number during an interaction, Tenfold displays all matching records so you can choose the appropriate one.

In this example, three contacts share the same phone number (a business line) with the account.

When you click one of the matches, you can immediately assign the call, or view the record first to confirm it is the correct match.

If none of the matches in a multi-match scenario include the record you need, you can create a new one.

No-match scenario

When a user makes or receives a call using a phone number that is not associated with any record in the CRM, a no-match scenario occurs. Tenfold displays "No matching records" for the phone number. When the CRM does not locate a matching record, you can create a new one.