CRM configuration lives in the CRM app's Settings entry. This page is the administrator reference for the CRM-owned pieces: the appointment scheduling masters and their organization-level switches, plus a pointer to account groups, which are set up in Sales. Support-side settings that share the same screen — queues, SLA policies, the knowledge base — are documented in the Support section; security, users and licensing are in the administration guide.
Appointment scheduling
The appointment scheduling sweeps ship turned off. The full procedure, the field-by-field rules and the error messages are in Appointments. Configuration is four masters plus the organization switches. No Create form ships for these masters, so an administrator designs one under Setup → Metadata before records can be added on screen.
Appointment types
One row per bookable flavor (Product Demo, Test Drive, Service Visit, Delivery, Pickup/Dropoff, Consultation, Site Visit):
| Field | Meaning |
|---|---|
| Category, label, icon, color | Identity and presentation |
| Default duration, buffer before/after | Booking length plus setup/teardown padding claimed on resources around it |
| Resource requirements | The resources a booking must claim — role, kind (person/asset/facility), count, mandatory |
| Min lead time / max advance days | How soon and how far ahead booking is allowed |
| Cancellation cutoff hours | Hours before start after which cancel/reschedule is refused (0 = none) |
| Max reschedules | Reschedule limit per booking chain (0 = no limit) |
| Overbook percent | Extra bookings allowed past slot capacity, to absorb no-shows. Applied only to slots from templates scoped to the type. |
| Requires customer confirmation | Stored only. No step enforces it. |
| Auto no-show minutes | Minutes past scheduled end after which an unstarted booking is marked no-show (0 = use the organization fallback) |
| Applicable entities | Stored only. Not enforced. |
| Location modes allowed | Branch, onsite, virtual (empty = all) |
| Reminder offsets | Stored only. The engine sends no reminders. |
| Is active | Not checked when booking. To stop a type being booked, deactivate or block its slots. |
Slot templates
One per branch pattern; templates materialize into dated slots automatically:
| Field | Meaning |
|---|---|
| Branch (required), appointment type | Where the capacity is; optionally scope it to one type |
| Start/end time (branch-local), slot duration, interval | The daily window and how it cuts into slots — no duration means the whole window is one slot; no interval means back-to-back |
| Capacity mode | Fixed numbers, derived from available bookable resources, or the minimum of both |
| Maximum capacity + per-weekday overrides | Per-slot capacity; a weekday override wins, 0 closes that day |
| Effective from/to, active | The template's validity window |
| Release horizon override | Days ahead this template releases slots (empty = the organization setting) |
| Applicable item / item group | Only one of the two may be set. Slot release and booking do not use them. |
Slots
Slots are the materialized, dated capacity rows the templates produce — one per template, date and start time, carrying capacity, booked and reserved counts, and a status (released, blocked, closed, recalled). Treat them as a ledger, not a master: the booked and reserved counters are maintained by the booking engine, and capacity recomputes flag a slot overcommitted instead of silently shrinking below its bookings. Block or close a slot to take it off sale; don't hand-edit its counters.
Bookable resources
| Field | Meaning |
|---|---|
| Kind | Person, asset or facility — exactly one of the three links is set |
| Person / asset / facility link | The underlying record (a staff resource, a demo vehicle, a service bay) |
| Branch | Home branch — the availability and matching scope |
| Business hours | Stored only. Booking and slot release do not check it. |
| Concurrent capacity | Overlapping appointments the unit can serve (vehicles and bays: 1) |
| Effective from/to, active | Availability window |
Organization switches
Appointment scheduling has organization-level settings on Setup → Feature Hub → Sales → Settings, in the Scheduling group. They are the master switch for the scheduling sweeps (off by default — with it off, slots are not released automatically, though appointments can still be created manually), the release horizon in days that slot materialization runs ahead, the hold time-to-live in minutes before an unfinished booking hold is released, and the auto no-show fallback in minutes for types that don't set their own.
Working days and holidays are respected automatically: slot release skips days outside the branch's business hours mask and days covered by holiday rows, so maintain Business Hours and Holiday under Settings for every branch that takes bookings.
Account groups
Account groups are not part of the CRM Settings list; they live in the Settings entry of the Sales app (and of the Procurement app). Members are added by hand or built from rules on account fields with the group's Process Members action, which runs only when someone selects it. Each run replaces the members the previous run created and leaves members added by hand in place.
The group's Account Group Type decides which features recognise it — Price for price lists, Discount for discount groups, Tax for tax groups, Scheme and Exclude Scheme for trade schemes. Creating groups, writing rules, the types and the permissions are covered in Account groups.
Actions vary by record type
Which lifecycle actions a CRM record offers — for example which of the lead conversion variants appears — is governed by the record type and the action configuration on the entity. See entity behavior for how actions are configured and scoped.