# Manage People and Opportunities in CRM

Find the right record, prevent duplicates, record work, assign follow-up, and verify status and ownership.

Reviewed 2026-09-02

## Find before creating

Open **CRM** and search using the information you are authorized to use. Compare enough visible details to distinguish similar records. If a likely match exists, review it before creating another record.

## Create a record

Enter only the information needed for the current purpose. Confirm spelling, contact details, owner, source, and starting status before saving.

## Work from the record

Use the client record as the context for notes, tasks, files, calls, messages, opportunities, and policy work. Before adding activity, confirm the displayed person and workspace.

## Set ownership and next action

Assign the correct owner, choose the status that describes the current state, and create a dated task when follow-up is required. A note alone does not assign or schedule work.

## Verify

Reopen the record and confirm the saved information, owner, status, next task, and latest activity. If a duplicate was created, stop adding information to both records and follow the approved duplicate-resolution process.

## Protect private information

Keep sensitive information in the purpose-built private fields and records. Do not copy private record content into public pages, shared displays, broad exports, or unrelated conversations.