Define the record
Map form fields to CRM fields and identify required values. Record the source page and selected service where useful. Keep private enquiry contents in the business system rather than duplicating them into analytics.
Lead routing and exception handling
Inspect validation, duplicate checks, destinations and exception handling.
Control duplication
Agree how repeated submissions and retried events are recognised. Distinguish updating an existing contact from creating a new opportunity. Use stable identifiers where the systems support them and document the matching rules.
Confirm receipt
Test accepted, rejected and unavailable-destination cases. Show the customer a success state only when the delivery contract supports it. Give staff enough information to recover a failed transfer without asking the customer to repeat everything.
Put the guidance to work
Capture your starting point, assign an owner to the next action, and decide what evidence will confirm that it worked.
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