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01 · Begin here

Introduction: why MICE now has Zoho

The objective: Touch Down Africa already manages MICE quotations, reservations, rates and payments in CiMSO. The new MICE area in Zoho CRM adds a shared view of enquiries, people, companies, client interactions, Sales/CRES follow-up, responsibilities and management reporting. Zoho complements CiMSO; it does not replace it.

The most important rule

CiMSO owns bookings and money. Zoho owns the client relationship, enquiry pipeline, follow-up, activity and source attribution. Never raise a second operational booking or invoice in Zoho.

The client journey — at a glance

From a new MICE enquiry to finalisation — follow the full journey

Example: a company enquires about a conference. The arrows show the order of work; each step identifies the correct system or module. Follow the actual client decision — an enquiry does not have to convert.

CLIENT / ENQUIRY
1 · Client contacts Touch Down AfricaObtain company, contact and event requirements.
ZOHO → MICE LEADS
2 · Capture the enquiryCreate a MICE Lead, choose the correct relationship, Event Type and Preferred Property, record event dates, source and responsible CRES owner.
CRES → CiMSO
3 · Check availability and prepare the quotationCiMSO controls rates, availability and quotations; do not re-create quotations in Zoho.
ZOHO → MICE ACTIVITIES
4 · Record work doneLog the correct quotation, telephone, amendment or other Activity against the Lead. Enter truthful timestamps and links so configured SLA checks work.
SALES + MICE LEADS / ACTIVITIES
5 · Contact the client and follow upRecord Sales introduction, client decisions, status and next follow-up in the appropriate Zoho records.
Decision: Is the enquiry ready to progress into a managed Opportunity?Use the approved business qualification criteria; do not convert only to improve a report.
NO / NOT NOW

ZOHO → MICE LEADS

Record unable-to-quote, declined, cancelled, postponed or other actual outcome; give the reason and notes when relevant. Keep the Lead history and follow up only if appropriate.

This path does not force conversion.
YES / QUALIFIED

ZOHO → MICE LEADS

Open the saved Lead and select Convert MICE Lead at the top of that record. Read the result message and verify downstream records.

View the conversion screenshot and messages →
ZOHO → MICE ACCOUNTS + CONTACTS + OPPORTUNITIES
6 · The custom conversion function creates or reuses linked client recordsAccount = company; Contact = individual; Opportunity = business being pursued. Check the actual result and related records rather than assuming every operation succeeded.
ZOHO → MICE OPPORTUNITIES + ACTIVITIES
7 · Manage the opportunityMaintain the correct status, next follow-up, ownership and linked Activities. Lost or Cancelled Opportunities require supporting reason and notes on interactive forms.
CiMSO → B201 → ZOHO (CONTROLLED IMPORT)
8 · Reconcile booking informationCiMSO owns reservations, charges and payments. An authorised, manually controlled B201 file can create/update the corresponding Zoho Opportunity by base booking number. This is not a two-way automatic sync.
ZOHO → REPORTS / ANALYTICS
9 · Complete the outcome and provide management visibilityPreserve the true Opportunity outcome, attribution and relevant follow-up. Authorised staff review the management report or Analytics dashboard; the Administrator maintains those reports.

Activities can be recorded throughout the journey. If the client does not proceed after conversion, maintain the true outcome on the Opportunity rather than retroactively treating it as a never-converted Lead.

Enquiry received→MICE Lead→CRES quote in CiMSO + Activity in Zoho→Sales follow-up→Account + Contact + Opportunity→Booking outcome & reporting

Important: The journey is not necessarily a straight line. An enquiry may be unable to quote, declined, postponed, cancelled or later reactivated. Record the actual outcome; do not force a conversion to make a report look complete.

What staff gain

  • A single place to find the CRM history of an enquiry and client.
  • Visibility of the responsible staff member, open actions and next follow-up.
  • Structured reasons for lost, cancelled and unmet demand.
  • Management information without treating every CiMSO booking leg as a separate sale.
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03 · The five modules

Which module does what?

MICE Leads

The starting point. A genuine new enquiry, what the client wants, who received it, who is servicing it, its quotation and follow-up position.

MICE Accounts

The organisation. The company, agency or other business relationship. One Account can connect to several Contacts and Opportunities.

MICE Contacts

The individual person. The person at the company or agency: their communication details and link to the MICE Account.

MICE Opportunities

The business prospect/event. The qualified business being pursued, event dates, status, staff ownership, next follow-up and CiMSO cross-reference.

MICE Activities

The action history. Staff calls, emails, meetings, site visits, quotation-issued records, amendment requests and Sales receipt confirmations.

How they connect

Example: an enquiry from a company is entered in MICE Leads. The custom Convert MICE Lead process can create or reuse its Account (company) and Contact (person), then create the Opportunity (business). MICE Activities document actions against the correctly linked Lead and/or Opportunity. A client may have more than one event and therefore more than one Opportunity.

Conversion is a customised action, not the same as standard Zoho Lead conversion. Existing notes, email threads and attachments must not be assumed to move automatically to the Opportunity. Retain the source Lead history and confirm related record links.
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04 · Lead capture

How do I capture a new MICE enquiry?

Quick answer

Open MICE → MICE Leads → Create MICE Leads. Enter the real client, contact and event information, select the relationship type, and save. Allocation and quotation handling follow the approved CRES procedure.

  1. First check whether the enquiry already exists to avoid an unnecessary duplicate.
  2. Choose MICE Leads then Create MICE Leads.
  3. Complete the Client & Contact Details: MICE Leads Name, Company / Client Relationship Type, Company / Organisation Name, contact first and last name, Email and Mobile Number as prompted by the form.
  4. Enter Event & Booking Requirements: Event Type, Event Start Date, Event End Date, Preferred Property and Number of Delegates. Supply accommodation, rooms, venue/function space, food/beverage and activities where relevant.
  5. Under Sales & Conversion, record the true original acquisition source and any supporting details; do not substitute a convenient source for the actual one.
  6. Under CRES / Booking & Follow-up, enter the actual enquiry received date/time and applicable CRES Booking / Servicing Owner and follow-up information according to approved practice.
  7. Click Save, correct any field Zoho highlights, and confirm the new record.

Mandatory fields: Zoho's red required-field indicators are authoritative in the current form. Evidence confirms the relationship type, mobile number and key client/event fields must not be omitted. Requirements can vary according to the selected relationship and layout; this chapter must be reconciled with the final staff-profile screens before release.

Important business situations

  • If no suitable dates or venue are available, record the enquiry and truthful reason; do not hide unmet demand.
  • If the client is an intermediary (agency/TMC/PCO), distinguish the booker from the end client where needed.
  • A Lead is not automatically a marketing subscriber.
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See it in Zoho — actual MICE screens

Select a screenshot to open the full-size interactive viewer. Numbered guidance shows what each screen is for; use the original field labels and the field-reference section for details. Availability of buttons depends on your user permissions.

MICE - Leads Zoho screenshot 1
MICE Leads — screen 1. Open the MICE Leads list to find an enquiry or start a new one.
MICE - Leads Zoho screenshot 2
MICE Leads — screen 2. Check the selected Lead record and its client/contact details.
MICE - Leads Zoho screenshot 3
MICE Leads — screen 3. Review the event and booking requirements captured for the enquiry.
MICE - Leads Zoho screenshot 4
MICE Leads — screen 4. Review source attribution and CRES allocation details.
MICE - Leads Zoho screenshot 5
MICE Leads — screen 5. Inspect the client history and available related lists.
MICE - Leads Zoho screenshot 6
MICE Leads — screen 6. Use the Activities related list to review recorded work.
MICE - Leads Zoho screenshot 7
MICE Leads — screen 7. Inspect saved history and prior interactions.
05 · CRES and quotation

What happens after the Lead is captured?

CRES is the Central Reservations team. CRES handles event requirements, availability, quotations and booking servicing. The approved named allocation and backup arrangements are still to be supplied by Chrissie.

  1. The authorised person assigns the CRES Booking / Servicing Owner and records the relevant allocation information.
  2. The existing allocation workflow can stamp the allocation time when its conditions are met. Do not assume every new Lead is automatically assigned to a consultant by property.
  3. The allocated consultant checks availability and prepares the real quotation in CiMSO.
  4. Record a qualifying Quotation Issued MICE Activity with its actual issue date/time and correct Lead/Opportunity link.
  5. Keep the Lead status and next follow-up current, and ensure the handoff to Sales occurs under the final approved process.

What Zoho automates

Existing tested functions calculate quotation deadlines and monitor certain CRES/quotation SLA conditions, with workflow flags and email notifications. These are not a replacement for staff actually issuing the quotation or contacting the client. The development reminder/escalation timings and creator-directed test recipients are provisional until signed off and changed to real users.

Awaiting Chrissie: final reservations users and backups; recipients; the agreed reminder/escalation timeframes around the 24-hour quotation turnaround; weekly CiMSO export owner and fields.
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06 · Activity history

How do I record a call, email, quote or amendment?

MICE Activities is the purpose-built history of actions. This is separate from Zoho's general Tasks, Meetings and Calls. A note or unrelated email in a record's related list is not automatically a correctly categorised MICE Activity.

  1. Open MICE Activities and use the available new-record action, or open the relevant related list on a Lead/Opportunity.
  2. Choose the correct Activity Type and enter the actual event/action details and time, rather than a convenient test time.
  3. Link the Activity to the correct MICE Lead and/or MICE Opportunity as required by that activity type.
  4. For quotation or amendment workflows, link the appropriate parent quotation/request using the relevant lookup field. A description alone does not create that technical link.
  5. Save and confirm the Activity appears under the intended record's MICE Activities/Activity History related list.

Common activity types

Cold Call; Telephone Call; Email; WhatsApp; Online Meeting; Client Meeting; Office Visit / Sales Visit; Site Inspection; Quotation Issued; Quotation Amendment Requested; Quotation Amendment Issued; Quote Follow-up; Sales Quotation Receipt & Introduction; Proposal / Negotiation; Training / Product Presentation; Trade Show / Workshop Interaction; Marketing / Specials Communication; Internal Follow-up; Other.

Quotation amendments

When an amendment is requested, create Quotation Amendment Requested with the actual request time. The existing function calculates a provisional two-business-hour deadline. When the actual revised quotation is issued in CiMSO, create Quotation Amendment Issued and link it to the matching request. The issued-activity linkage is essential to the existing completion stamp.

Sales introduction

Following a recorded quotation issue, Sales records Sales Quotation Receipt & Introduction with the actual contact time and a link to the correct quotation Activity. The tested Sales SLA logic is not proof that Sales has spoken to the client unless the qualifying contact activity is correctly recorded.

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See it in Zoho — actual MICE screens

Select a screenshot to open the full-size interactive viewer. Numbered guidance shows what each screen is for; use the original field labels and the field-reference section for details. Availability of buttons depends on your user permissions.

MICE - Activities Zoho screenshot 1
MICE Activities — screen 1. Find the MICE Activities module and view recorded actions.
MICE - Activities Zoho screenshot 2
MICE Activities — screen 2. Review an Activity and its linked Lead or Opportunity.
MICE - Activities Zoho screenshot 3
MICE Activities — screen 3. Locate Activity Type and actual activity date/time.
MICE - Activities Zoho screenshot 4
MICE Activities — screen 4. Check quotation/amendment activity fields where applicable.
MICE - Activities Zoho screenshot 5
MICE Activities — screen 5. Review the recorded activity history.
07 · Conversion

When and how does a Lead become an Opportunity?

ESSENTIAL WORKFLOW · MICE LEADS

Convert MICE Lead — from enquiry to managed business

This is the handover point that links the potential client to a company, a contact person and an Opportunity. It is not a CiMSO booking command.

1 Open MICE Leads, then select the correct saved Lead.
Saved MICE Lead detail page showing Convert MICE Lead action
↗ Look at the top-right action area of the Lead record for “Convert MICE Lead”. The annotation is placed below the picture so the button remains visible.

Actual saved Lead record illustration. The Convert MICE Lead action is visible near the top of the record; exact spacing may vary by screen size and access rights.

Before you click

  1. Confirm this enquiry should progress to an actual Opportunity; do not convert a declined, invalid, cancelled or unable-to-quote enquiry simply to close it.
  2. Review the company, contact email, Event Type, property, arrival/departure dates, delegates and genuine attribution.
  3. Check whether an Account, Contact or Opportunity already exists to avoid duplicate records.
  4. Use Convert MICE Lead once, read its returned message and check the resulting records before trying again.
MICE Lead
Qualified enquiry
↓
CLICK: Convert MICE Lead
↓
MICE Account
Company / organisation
MICE Contact
Contact person
MICE Opportunity
Potential business
↓
Check links, activity history and follow-up
Continue CRM management; CiMSO remains the booking source

Messages you may receive — what they mean and what to do

Message patterns below are grounded in the stored conversion function. Variable names, record IDs and Zoho error details will differ.

What Zoho saysWhat it meansWhat you should do
MICE Lead converted successfully.Function reports completed conversion and identifies the linked records.Open the Opportunity; confirm Account, Contact, event details, status, owner, activities and next action. Do not assume the screen is correct without checking.
Conversion stopped: Complete the following required MICE Lead fields first: …Required source information is missing.Return to the Lead, supply the listed genuine values, save and then retry once.
Conversion stopped: More than one MICE Account exists with the exact name …There are multiple possible company records.Stop; have the duplicate Accounts reviewed and resolved before retrying.
Conversion stopped: More than one MICE Contact with email …Matching contacts are ambiguous for the Account.Stop; resolve the duplicate Contacts rather than creating another.
Conversion stopped: The MICE Account / Contact / Opportunity could not be created. Response: …Zoho rejected creation of a required record.Read or capture the returned details and refer to the CRM Administrator; do not repeatedly click.
Conversion incomplete: …Some downstream records may already exist, while an activity link or Lead update still needs attention.Do not restart blindly. Check the Opportunity ID and related record links, then refer the exact message to the Administrator.
Action unavailable / permission denied (general Zoho situation, not a confirmed function-return string)Your profile may not have permission to execute the action.Contact the authorised CRM Administrator; do not attempt alternative accounts.
After conversion: Confirm that the original Lead shows the intended converted status/outcome, the Opportunity exists, and linked MICE Activities have the correct relationship. If any result differs from the success message, stop and report the discrepancy. This check is especially important because earlier controlled tests identified conversion/linkage issues before subsequent function corrections.
Quick answer

When the enquiry is genuinely qualified for progression, open its MICE Lead and use the custom Convert MICE Lead button if your approved profile permits it. The function can reuse or create the Account and Contact and create an Opportunity.

  1. Confirm the Lead contains enough correct company, person, event, source, responsibility and follow-up information.
  2. Open the MICE Lead. The current conversion button was verified for an administrator; ordinary-user access is not yet approved.
  3. Use Convert MICE Lead only under the approved conversion policy. Do not convert a cancelled/declined enquiry merely to tidy a list.
  4. Review the function's result; open the resulting Opportunity and verify that its Account, Contact, event dates and source attribution correspond to the Lead.
  5. Keep the original Lead as a source of its pre-conversion history. The function does not automatically move every old attachment, Note or email into the Opportunity.

What the custom conversion does: searches the MICE Account by company name, reuses a unique match or creates one; matches Contacts by email and Account; creates an Opportunity usually at Qualified stage and copies supported event, attribution, owner and next-follow-up fields where supplied. It does not automatically create CiMSO reservations.

Pilot dependency: determine which operational roles may use this admin-restricted conversion action and the approved trigger for conversion. Do not promise the button to all staff until that access decision is implemented.
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08 · Opportunities

How do I check a deal or update the event?

Quick answer

For MICE, the equivalent of a sales deal is a MICE Opportunity. Open the module, locate the record and check the Opportunity Status, MICE Account, event dates, owners and Next Follow-up Date.

  1. Open MICE → MICE Opportunities and search for the event/client name.
  2. Open the correct Opportunity. Confirm linked MICE Account and Primary MICE Contact.
  3. Read the status and event dates. Look at Sales Owner and CRES Booking / Servicing Owner: these are different responsibilities from the technical Opportunities Owner.
  4. Check the next follow-up and related MICE Activity History, Notes, attachments and emails.
  5. For booking values or payments, consult the authoritative CiMSO record, using the base booking number where available.

Opportunity status terms

New Enquiry; Qualified; Quoted; Follow-up / Negotiation; Provisional; Confirmed; Fully Paid; Completed; Lost; Cancelled; Postponed.

Required controls observed

The existing MICE - Status Controls layout rule makes Next Follow-up Date mandatory in the seven active statuses (New Enquiry, Qualified, Quoted, Follow-up / Negotiation, Provisional, Confirmed and Postponed). For Lost and Cancelled, supporting Outcome Notes are required by the layout rule and an Outcome Reason is checked by the saved validation rule. These controls operate in supported record forms; imported records need separate reconciliation.

Never assume an Opportunity is a confirmed CiMSO reservation simply because it exists in Zoho. The CiMSO booking state and records govern actual reservation and financial status.
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See it in Zoho — actual MICE screens

Select a screenshot to open the full-size interactive viewer. Numbered guidance shows what each screen is for; use the original field labels and the field-reference section for details. Availability of buttons depends on your user permissions.

MICE - Opportunities Zoho screenshot 1
MICE Opportunities — screen 1. Review the Opportunities list and existing deals.
MICE - Opportunities Zoho screenshot 2
MICE Opportunities — screen 2. Inspect Opportunity detail and Account link.
MICE - Opportunities Zoho screenshot 3
MICE Opportunities — screen 3. Check current Opportunity Status and event dates.
MICE - Opportunities Zoho screenshot 4
MICE Opportunities — screen 4. Review Sales/CRES owners and next follow-up.
MICE - Opportunities Zoho screenshot 5
MICE Opportunities — screen 5. Review related Activities and booking references.
MICE - Opportunities Zoho screenshot 6
MICE Opportunities — screen 6. Check outcome reasons and notes where applicable.
09 · Account and Contact

How do I find a company or its contact person?

A MICE Account represents the organisation; a MICE Contact represents a real person associated with that organisation. One Account can have several contacts and several events. This provides continuity when staff change or the client returns.

  1. Open MICE Accounts to search for the company. Open the record to see its linked MICE Contacts and MICE Opportunities.
  2. Open MICE Contacts to view or locate the individual's saved details and linked Account.
  3. Use the correct existing Account when creating a new Opportunity; select the actual lookup search result.
  4. Do not create duplicate Accounts because a company name is spelled differently.

Important distinction

The CiMSO Client / Profile Number exists on the Account for system matching. It is a unique field and may legitimately be blank on old test records. Do not invent profile numbers. The precise historical matching process remains an import-control task.

Emails, files and notes

Zoho record pages may show Notes, Attachments, Emails, Connected Records and related lists. These help reconstruct history, subject to each user’s permissions and email integration. An email displayed via an integrated mailbox may not always belong to that specific client; verify its recipient, subject and record association. Attach only relevant documents, and respect POPIA.

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See it in Zoho — actual MICE screens

Select a screenshot to open the full-size interactive viewer. Numbered guidance shows what each screen is for; use the original field labels and the field-reference section for details. Availability of buttons depends on your user permissions.

MICE - Accounts Zoho screenshot 1
MICE Accounts — screen 1. Find an existing company before making a duplicate Account.
MICE - Accounts Zoho screenshot 2
MICE Accounts — screen 2. Review the Account information and linked records.
MICE - Accounts Zoho screenshot 3
MICE Accounts — screen 3. Check the CiMSO Client / Profile Number if present.
MICE - Accounts Zoho screenshot 4
MICE Accounts — screen 4. Inspect contacts and opportunities related to the Account.
MICE - Accounts Zoho screenshot 5
MICE Accounts — screen 5. Review additional Account information and history.
MICE - Contacts Zoho screenshot 6
6 MICE Contacts — screen 6. Review the field groupings and available actions shown.
MICE - Contacts Zoho screenshot 7
7 MICE Contacts — screen 7. Review the field groupings and available actions shown.
MICE - Contacts Zoho screenshot 8
8 MICE Contacts — screen 8. Review the field groupings and available actions shown.
MICE - Contacts Zoho screenshot 9
9 MICE Contacts — screen 9. Review the field groupings and available actions shown.
MICE - Contacts Zoho screenshot 10
10 MICE Contacts — screen 10. Review the field groupings and available actions shown.
10 · CiMSO and Zoho

Where do bookings, quotes and money live?

Use CiMSO for

  • Availability, inventory and room allocations
  • Rates and quotations
  • Reservation creation and changes
  • Booking legs and rooming lists
  • Deposits, payments, invoices and final accounts

Use Zoho for

  • New enquiry and client relationship
  • Sales and CRES activities
  • Next follow-ups and responsibility
  • Opportunity stage and reasons
  • Source and new-business attribution
  • Management CRM reporting

CiMSO references

The CiMSO Base Booking Number cross-references an Opportunity to one booking. A single booking may have many booking legs (for example, numbered .1, .2 and so on), but these are not separate CRM Opportunities. CiMSO Client / Profile Number is held on the linked Account when known.

The B201 report

The B201 Booking Console export is the planned controlled file source for bringing selected booking information into Zoho. Phase 1 uses manually controlled CSV/Excel import; there is no approved live API synchronisation. The base-booking consolidation and tested CSV create/update process are established, while historical bulk loading and exceptions are still controlled rollout tasks.

Do not: interpret Booking Value Inclusive as Cash Received; manually fabricate deposit or payment figures; import booking legs as separate deals; or override existing source attribution just because CiMSO's older marketing-source field contains a different label.

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How booking information moves from CiMSO into Zoho — step by step

This is not an automatic two-way connection. For Phase 1, CiMSO continues to hold reservation, quotation, rates, payment and invoicing information. Zoho tracks the client relationship, owners, follow-ups, business source and linked booking context.

  1. Work in CiMSO first. The reservations team checks availability, prepares quotations, and creates or changes the actual booking in CiMSO.
  2. Export the B201 Booking Console information. The nominated export owner will obtain the controlled B201 file. Ownership and weekly timing await Chrissie’s operational confirmation.
  3. Prepare the file for CRM use. Check base booking numbers and the booking legs beneath each base number. A base booking becomes one MICE Opportunity in Zoho; booking legs are not separate Opportunities. Exclude cancelled legs from active booking-value consolidation and retain the correct dates/delegates.
  4. Match existing records before creating new ones. Confirm whether the CiMSO Base Booking Number already exists against a Zoho MICE Opportunity; relate it to the correct MICE Account. The Account may separately hold CiMSO Client / Profile Number when known. Do not invent identifiers to force matching.
  5. Administrator-controlled import. An authorised administrator prepares the agreed CSV/Excel structure and uses Zoho’s import mapping/update procedure. Creating and updating Opportunities by the base booking identifier was tested; the historical bulk import remains a controlled rollout task.
  6. Check the result. Confirm Opportunity account links, booking ID, event dates, delegates, active booking value, status and any missing follow-up/owner assignments. Imported records do not automatically receive the interactive screen’s mandatory follow-up layout rules.
  7. Use the CRM for visibility. Authorised staff view related Opportunities and Activities; approved managers view Reports and Analytics. Any booking change still originates and is verified in CiMSO.
CiMSO booking and B201→Controlled CSV/Excel preparation→Authorised Zoho import/update→Check records and management visibility

And the reverse direction? Zoho report exports (such as the sample CSV in the Management Reporting chapter) are for authorised analysis or sharing. They do not update CiMSO reservations. No live API synchronisation or automatic reverse writeback is approved. Never interpret booking value as payments received.

For ordinary MICE staff: you can work with your permitted CRM records, but bulk imports, field mapping and historical uploads must be carried out by authorised administrators.

11 · Management visibility

How do reports, dashboards and exception views work?

Where do I find the management dashboard?

In Zoho CRM, click Analytics in the left-hand navigation menu. Within Analytics, select TDA MICE - Management Overview if your user access allows it. Staff may call this a “dashboard”, but the menu is labelled Analytics. Use Reports in the same left menu to find TDA MICE - Management Performance Report.

Ordinary users can only view permitted information. KPI definitions, new components, filters and dashboard redesigns are handled by the CRM administrator following management requirements. The image below is an illustration, not live commercial performance.

Reports and dashboards allow authorised management staff to see enquiry volume, opportunity status, assigned staff, booked value and follow-up priorities. This is a new shared CRM visibility layer; CiMSO remains the operational and finance authority.

Existing management report

TDA MICE - Management Performance Report: a detailed report designed to display MICE Opportunities, companies, event/property information, booking identifiers, status, values, original/new-business attribution, staff responsibility, follow-ups and outcome reason/notes. Its existing report editor was updated to include Opportunity Outcome Notes.

Existing dashboard

TDA MICE - Management Overview: initial components include new enquiries, new Opportunities, CiMSO booking value, follow-ups due/overdue, Opportunities by status and new business by generator. Example testing numbers are not live commercial performance.

Staff exception views

  • MICE - Missing Follow-up Dates — active Opportunities lacking a next follow-up.
  • MICE - Missing CRES Owners — active Opportunities lacking their CRES servicing owner.
  • MICE - Missing Lead Follow-ups — active Leads lacking a next follow-up.

These views support cleanup of older or imported records that may not have passed through interactive form rules. Existing dashboard components may require a manual refresh before updated counts appear.

Not final: Miranda’s final dashboard KPI selection, commission model and production data remain outstanding. The dashboard can follow the first-property pilot under Tijan’s direction.
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Management Dashboard — example view

For illustration only. Approved users can view the dashboard where permitted. KPI selection, chart design and changes are managed by the CRM Administrator following management requirements; these sample figures are not a live report.

Existing MICE Management Dashboard sample

Example management performance report (CSV)

This is a read-only example of the standard management report. Download it to see its layout and columns. Staff do not amend this report through the guide. Additional fields may be added or removed by the CRM Administrator when management requests approved customisation.

Download example management report (CSV)
12 · Responsibilities

Who does what — and who takes over next?

The system deliberately separates different responsibilities. A person's name in CRM Owner is not automatically the Sales owner, CRES servicing owner, original generator or person entitled to commission.

WorkRole (working BRD/SOP model)Boundary
Receive and record enquiriesAuthorised enquiry capture userAccurate Lead capture in Zoho
Allocate and service reservationReservations/CRES under approved allocationRequirements, availability and CiMSO quote
Confirm quote receipt, make Sales introduction, negotiateAssigned Sales ownerRecord client actions in Zoho
Handle amendments and operational bookingCRES/ReservationsQuote and booking changes in CiMSO
Monitor team performanceApproved supervisors/managementAllocation oversight, exception views and reports
Administer access, configuration and importsAuthorised CRM administratorsNo shared logins or uncontrolled bulk exports
Operational sign-off needed: Chrissie confirms CRES roster, allocation, coverage and recipients; Miranda confirms Sales roster, per-property assignment including Shark Bay and wedding handoffs; approved decision-makers confirm commission policy. Named-user rules must be substituted before final operational release.
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13 · Exceptional outcomes

What if the client declines, postpones or we cannot quote?

Do not erase business simply because it did not become a confirmed booking. The BRD requires visibility of demand, lost reasons and future potential.

Unable to quote

Keep the genuine Lead, select the truthful Enquiry Outcome such as Could Not Quote / Unable to Service where appropriate and a relevant Enquiry Outcome Reason, with meaningful non-sensitive notes. Example reasons include unavailable accommodation, date or venue capacity. This is not the same as the client declining an issued quotation.

Client did not proceed

Distinguish Client Did Not Proceed Before Quote, Quoted but Lost / Declined and Cancelled as appropriate to what actually happened. On an Opportunity in Lost/Cancelled status, provide the required Opportunity Outcome Reason and Opportunity Outcome Notes.

Postponed / future opportunity

Do not treat a genuine postponement as a cancellation. Preserve the CRM history, update the status to Postponed where appropriate, capture the next follow-up and use Postponed To Date where known. The full reactivation policy remains to be approved.

No response

Document attempted follow-ups. Do not automatically mark a quote request cancelled merely because the client has not responded; follow the approved contact and closure policy.

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14 · POPIA and security

How do I protect client information?

Britni's SOP applies throughout this guide. Do not treat a CRM record as permission for bulk marketing.
  • Sign in using your own named account; do not share passwords or another employee's login. MFA should be enabled.
  • Only access, download, share or export data required for your approved duties.
  • Collect only relevant information. Do not add passport/ID numbers or confidential personal details without a specific approved need.
  • Do not store unnecessary sensitive information in free-text notes, activity descriptions or attachments.
  • Record correction, objection and unsubscribe requests through the approved process; prevent inappropriate follow-up.
  • Historical contacts and past bookings do not automatically create consent for direct marketing.
  • Do not import bought, scraped or unexplained third-party contact lists.
  • Escalate requests for broader access, new data fields, direct integration or bulk campaigns to the authorised administrator and compliance owner.

Never use Zoho to replicate CiMSO's financial and booking authority. If two systems disagree, refer to the approved system of record for that information.

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15 · Quick answers

Frequently asked questions and troubleshooting

I cannot save a Lead

Review the red required-field indicators. Check the Company / Client Relationship Type, Mobile Number, company/contact and event information. Do not invent data to bypass a rule.

I cannot find the Convert button

It was verified in the administrator profile only. Contact the authorised CRM administrator; do not change your own permissions.

The Account field will not link

Use the lookup search to select a real MICE Account record, rather than leaving typed text unselected.

I recorded a quotation, but the deadline or completion still looks open

Check that the actual Quotation Issued or completion Activity has the correct activity type, actual time and parent Lead/Opportunity or quotation/request link. Escalate if uncertain; do not repeatedly create duplicate activities.

Why do I see a Lead and an Opportunity for the same event?

Conversion creates a linked opportunity while the original Lead can retain enquiry and quotation history. They are not automatically duplicates. Confirm source Lead ID and related links.

Where do I see the client's email attachments?

Open the relevant record's Emails, Notes and Attachments related lists where enabled. Check association and access rights; an integrated email list may include messages not belonging to that exact record.

Why is a booking value different from cash received?

Booking value describes a CiMSO booking amount, not proof of payment. Consult CiMSO for the authoritative financial status.

Why does a report still show an old figure?

Check the report filters and whether the dashboard was refreshed. Do not change client records just to force a preferred KPI.

What if a procedure here appears wrong?

Follow Britni's SOP and the approved operational owner; do not improvise. Report the guide's chapter title, the Zoho screen and the discrepancy to the MICE process owner so the guide can be corrected under version control.

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16 · Plain-language glossary

What do these words mean?

TermPlain-language meaning
MICEMeetings, Incentives, Conferences and Events.
CRESCentral Reservations: staff handling reservation enquiries, quotations and servicing.
CiMSOThe booking and finance operating system already used by Reservations.
Zoho CRMThe client relationship and follow-up system added alongside CiMSO.
LeadAn enquiry that has come in and needs managing.
AccountThe organisation, company, agency or business relationship.
ContactAn individual person connected with an Account.
Opportunity / dealA potential or confirmed piece of MICE business being tracked.
ActivityA logged staff action, such as a call, quote issuance or site visit.
OwnerThe person assigned to a particular record or responsibility.
Follow-upThe next action or contact that someone must take.
SLAService level agreement: the agreed deadline or turnaround requirement.
EscalationA notification or supervisory action when a defined deadline is missed.
B201CiMSO Booking Console export used in the controlled CRM data bridge.
Base booking numberBooking-level reference shared by multiple CiMSO booking legs.
AttributionThe recorded source and people contributing to an enquiry/business.
POPIASouth African privacy law governing processing of personal information.
BRDBusiness Requirements Document: defines the approved scope and business needs.
SOPStandard Operating Procedure: rules employees must follow.
MFAMulti-Factor Authentication: additional account sign-in security.
DashboardAt-a-glance management charts and performance indicators.
LookupA field that links one saved record to another.
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17 · Publication and approval

What is confirmed and what remains to approve?

This is an early, evidence-grounded review edition. It is not an authorisation to go live or a substitute for the final user access and operating procedures.

Confirmed design boundaries

  • Five custom MICE modules and the client relationship workflow.
  • CiMSO booking/finance ownership versus Zoho CRM ownership.
  • Core MICE Activities, Opportunity status controls, controlled CiMSO CSV import testing and initial reporting.
  • BRD scope and Britni's September 2026 POPIA SOP.

Required before publishing a final staff edition

  • Chrissie's final CRES user roster, cover arrangements, escalation recipients, quote timeframe and export ownership.
  • Miranda's Sales roles, per-property routing, Shark Bay and wedding enquiry allocation, and approved dashboard requirements.
  • Actual pilot users, role/profile visibility, correct real notification routing and final conversion-button access.
  • Real user screen checks for screenshots and navigation, joint operational review, critical corrections and Tijan's approval.

Do not circulate this review edition as a final operational policy. Its purpose is early learning and structured feedback while the remaining approved rollout configuration is completed.

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Picklist evidence and updates

The additional dropdown values are recovered from the six historical MICE build forensic reports, especially the original saved-build screenshot record. A historical screenshot list is not necessarily the final live Zoho configuration. Earlier removed or renamed options are excluded where later evidence establishes a replacement. Operational review is required before treating unresolved lists as approved for staff.

All identified picklist fields — browse by module

A “Full dropdown not verified” label means the complete Zoho selection list is not yet confirmed. Search will still locate the field; only documented choices are shown.

Select a dropdown field to see its available choices where verified, or a clear warning where the original option list is not yet fully evidenced.

Company / Client Relationship Type · MICE Leads (Full dropdown not verified)Event Type · MICE Leads (Full dropdown not verified)Preferred Property · MICE Leads (Full dropdown not verified)Original Acquisition Source · MICE Leads (Full dropdown not verified)Specific New-Business Source / Activity · MICE Leads (Full dropdown not verified)Lead / Enquiry Status · MICE Leads (9 confirmed choices)Enquiry Outcome · MICE Leads (7 confirmed choices)Enquiry Outcome Reason · MICE Leads (18 confirmed choices)Account Type · MICE Accounts (Full dropdown not verified)Other Account Type · MICE Accounts (Full dropdown not verified)Account Structure Level · MICE Accounts (Full dropdown not verified)Opportunity Status · MICE Opportunities (11 confirmed choices)Opportunity Outcome Reason · MICE Opportunities (Partial options documented)Event Type · MICE Opportunities (Full dropdown not verified)Property · MICE Opportunities (Full dropdown not verified)Original Acquisition Source · MICE Opportunities (Full dropdown not verified)Specific New-Business Source / Activity · MICE Opportunities (Full dropdown not verified)Activity Type · MICE Activities (19 confirmed choices)

Field-by-field reference · What does this field mean?

Select any field below or search by its exact name. These entries explain its purpose, related fields, and whether an obligation is confirmed. Provisional business policy is not presented as an approved rule.

MICE Leads

Client & Contact Details

MICE Leads Name

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Shown as a required core field in prior tests.

Company / Client Relationship Type

What it means: Select the appropriate value from the configured CRM list using the client’s actual event or business details; do not guess an unavailable option.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Shown as a required core field in prior tests.

Documented dropdown choices — Company / Client Relationship Type

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
Direct ClientUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
TMCUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Travel AgencyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
PCOUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Event Management CompanyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Contact First Name

What it means: Enter the correct person’s name, distinguishing the individual contact from the company or end client.

How it connects: The person should be linked to the correct company/MICE Account; email/phone data are distinct from the company record.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Contact Last Name

What it means: Enter the correct person’s name, distinguishing the individual contact from the company or end client.

How it connects: The person should be linked to the correct company/MICE Account; email/phone data are distinct from the company record.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Email

What it means: Enter the relevant business contact email when known and permitted. Use the correct person; do not regard the existence of an email as permission for bulk marketing.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Secondary Email

What it means: Enter the relevant business contact email when known and permitted. Use the correct person; do not regard the existence of an email as permission for bulk marketing.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Mobile Number

What it means: Enter the client or contact number in the appropriate field; verify the number and avoid substituting unrelated numbers simply to save a record.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Shown as a required core field in prior tests.

Office Telephone Number

What it means: Enter the client or contact number in the appropriate field; verify the number and avoid substituting unrelated numbers simply to save a record.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

WhatsApp Number

What it means: Enter the client or contact number in the appropriate field; verify the number and avoid substituting unrelated numbers simply to save a record.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

End Client Company Name

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

End Client Contact Name

What it means: Enter the correct person’s name, distinguishing the individual contact from the company or end client.

How it connects: The person should be linked to the correct company/MICE Account; email/phone data are distinct from the company record.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Company / Organisation Name

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Other Relationship Type

What it means: Select the appropriate value from the configured CRM list using the client’s actual event or business details; do not guess an unavailable option.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Event & Booking Requirements

Event Type

What it means: Select the appropriate value from the configured CRM list using the client’s actual event or business details; do not guess an unavailable option.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Event Type

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
ConferenceUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
MeetingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
IncentiveUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
EventUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
WeddingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Golf DayUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Group AccommodationUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
MICE FITUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Event Start Date

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Paired arrival/start and departure/end dates define the event period. Check both together and preserve CiMSO as the definitive booking record.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Event End Date

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Paired arrival/start and departure/end dates define the event period. Check both together and preserve CiMSO as the definitive booking record.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Number of Delegates

What it means: Enter the expected participant count for the event; update it when the confirmed client information changes.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Preferred Property

What it means: Select the appropriate value from the configured CRM list using the client’s actual event or business details; do not guess an unavailable option.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Preferred Property

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
Dunkeld Country & Equestrian EstateUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Seasons Golf, Leisure & SpaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
The Shark Bay Boutique Accommodation & SpaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Accommodation Required

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Number of Rooms Required

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Venue / Function Space Required

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Venue / Function Space Required

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
YesUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
NoUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
To Be ConfirmedUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Food & Beverage Required

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Food & Beverage Required

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
YesUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
NoUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
To Be ConfirmedUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Activities / Team Building Required

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Activities / Team Building Required

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
YesUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
NoUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
To Be ConfirmedUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Indicative Client Budget

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Client Decision Date

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Sales & Conversion

Original Acquisition Source

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Connected to original source, repeat status, current business source, Sales/CRES roles and reporting. Commission eligibility must not be inferred from one attribution field.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Original Acquisition Source

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
Direct CorporateUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Direct GovernmentUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
WebsiteUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Google / Organic SearchUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Google Ads / Paid SearchUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Social MediaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Email MarketingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
WhatsAppUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Existing ClientUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Industry PartnerUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Internal TDAUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Central ReservationsUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
PCOUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Event Management CompanyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Travel Agent / STOUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
DMCUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Association / SocietyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Convention BureauUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Trade Show / ExhibitionUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Sales ProspectingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
PropertyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Walk-inUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Online RFP / Lead PlatformUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Previous Client / Repeat BusinessUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
OtherUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Other Original Acquisition Source

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Connected to original source, repeat status, current business source, Sales/CRES roles and reporting. Commission eligibility must not be inferred from one attribution field.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Original Generator

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Connected to original source, repeat status, current business source, Sales/CRES roles and reporting. Commission eligibility must not be inferred from one attribution field.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Repeat Business?

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Specific New-Business Source / Activity

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Connected to original source, repeat status, current business source, Sales/CRES roles and reporting. Commission eligibility must not be inferred from one attribution field.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Specific New-Business Source / Activity

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
Direct Corporate EnquiryUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Direct Government EnquiryUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Website / Enquiry FormUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Google / Organic SearchUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Google Ads / Paid SearchUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Facebook / MetaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
InstagramUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
LinkedInUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
WhatsAppUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Email MarketingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Sales Call / Outbound ProspectingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Sales Visit / Office MeetingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Site InspectionUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Sales Blitz / RoadshowUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Hosted Buyer / B2B AppointmentUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Workshop / Trade ShowUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Meetings AfricaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
TMEUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
IndabaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Existing ClientUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Agent / PCOUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Industry PartnerUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Internal TDAUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
PCO / DMC / Travel Agent / STOUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Previous Client – ReactivatedUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Property VisitUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Walk-inUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Other MICE SourceUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Other Specific New-Business Source / Activity

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Connected to original source, repeat status, current business source, Sales/CRES roles and reporting. Commission eligibility must not be inferred from one attribution field.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

New-Business Generator

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Connected to original source, repeat status, current business source, Sales/CRES roles and reporting. Commission eligibility must not be inferred from one attribution field.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Sales Owner

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: Separate from CRM record owner, CRES owner and new-business generator. Supports Sales follow-up, assignment and reporting.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

CRES / Booking & Follow-up

Enquiry Received Date & Time

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

CRES Booking / Servicing Owner

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: Linked to CRES Allocation Date & Time, CRES First Action Date & Time, CRES SLA controls and recipient notifications. Actual staff routing remains pending operational approval.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

CRES Allocation Date & Time

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

CRES First Action Date & Time

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Initial Quotation Due Date & Time

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Linked to the CiMSO quotation process and the matching MICE Activity. Some activity types stamp SLA deadlines or completion timestamps; only the qualifying linked activity triggers that effect.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Initial Quotation Issued Date & Time

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Linked to the CiMSO quotation process and the matching MICE Activity. Some activity types stamp SLA deadlines or completion timestamps; only the qualifying linked activity triggers that effect.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Lead / Enquiry Status

What it means: Select the option representing the current stage of the enquiry or opportunity. Status determines which work remains active and may affect required fields, reminders or reporting.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Available choices — Lead / Enquiry Status

Confirmed configuration option list · 9 documented choices
Zoho dropdown optionPractical meaning / guidance
New EnquiryUse when this accurately describes the enquiry stage; keep follow-up and responsibility up to date.
AllocatedUse when this accurately describes the enquiry stage; keep follow-up and responsibility up to date.
Qualification in ProgressUse when this accurately describes the enquiry stage; keep follow-up and responsibility up to date.
Quotation PendingUse when this accurately describes the enquiry stage; keep follow-up and responsibility up to date.
Quotation IssuedUse when this accurately describes the enquiry stage; keep follow-up and responsibility up to date.
Follow-up in ProgressUse when this accurately describes the enquiry stage; keep follow-up and responsibility up to date.
Converted to OpportunityUse when this accurately describes the enquiry stage; keep follow-up and responsibility up to date.
Lost / DeclinedUse when this accurately describes the enquiry stage; keep follow-up and responsibility up to date.
CancelledUse when this accurately describes the enquiry stage; keep follow-up and responsibility up to date.
Next Follow-up Date

What it means: Enter the date on which the next client action is due. Review it whenever the status changes. An active MICE Opportunity requires this date in the on-screen layout; imported records need a separate quality check.

How it connects: Works with Lead / Enquiry Status or Opportunity Status and exception views: MICE - Missing Lead Follow-ups and MICE - Missing Follow-up Dates.

When to fill it: May be conditionally required, depending on status or layout; check specific notes below.

Follow-up Reminder Sent Date

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Follow-up Reminder For Date

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Enquiry Outcome

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: May be conditionally required, depending on status or layout; check specific notes below.

Available choices — Enquiry Outcome

Confirmed configuration option list · 7 documented choices
Zoho dropdown optionPractical meaning / guidance
Converted to OpportunityChoose when supported by the actual enquiry outcome; do not substitute a cancellation for a no-quote or future opportunity.
Could Not Quote / Unable to ServiceChoose when supported by the actual enquiry outcome; do not substitute a cancellation for a no-quote or future opportunity.
Client Did Not Proceed Before QuoteChoose when supported by the actual enquiry outcome; do not substitute a cancellation for a no-quote or future opportunity.
Quoted but Lost / DeclinedChoose when supported by the actual enquiry outcome; do not substitute a cancellation for a no-quote or future opportunity.
Postponed / Future OpportunityChoose when supported by the actual enquiry outcome; do not substitute a cancellation for a no-quote or future opportunity.
CancelledChoose when supported by the actual enquiry outcome; do not substitute a cancellation for a no-quote or future opportunity.
Duplicate / Invalid EnquiryChoose when supported by the actual enquiry outcome; do not substitute a cancellation for a no-quote or future opportunity.
Enquiry Outcome Reason

What it means: Choose the truthful reason for a lost, cancelled or otherwise closed outcome. Never use a convenient reason just to complete the screen; supporting notes explain the circumstances.

How it connects: Read together with Enquiry Outcome or Opportunity Status, as applicable. Lost/cancelled reasons and notes are important for management reporting.

When to fill it: May be conditionally required, depending on status or layout; check specific notes below.

Available choices — Enquiry Outcome Reason

Confirmed configuration option list · 18 documented choices
Zoho dropdown optionPractical meaning / guidance
No Accommodation AvailabilitySelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Venue Capacity InsufficientSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Required Dates UnavailableSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Property / Location Not SuitableSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Required Facilities / Setup Not AvailableSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Client Budget Too LowSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Price / RateSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Competitor SelectedSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Client Cancelled EventSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Client Changed DatesSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Client Changed Destination / PropertySelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Budget Withdrawn / Not ApprovedSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Event PostponedSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Internal Client DecisionSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
No Response After Required Follow-upSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Duplicate EnquirySelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Invalid / Non-MICE EnquirySelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
OtherSelect only the truthful, relevant reason and add appropriate supporting notes as required by the SOP.
Enquiry Outcome Notes

What it means: Write a factual explanation of the client decision and context, without unnecessary personal information. For Lost or Cancelled Opportunities, this field becomes mandatory on the on-screen form.

How it connects: Read together with Enquiry Outcome or Opportunity Status, as applicable. Lost/cancelled reasons and notes are important for management reporting.

When to fill it: May be conditionally required, depending on status or layout; check specific notes below.

CRES SLA Reminder Sent

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

CRES SLA Escalation Sent

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Initial Quotation SLA Escalation Sent

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Linked to the CiMSO quotation process and the matching MICE Activity. Some activity types stamp SLA deadlines or completion timestamps; only the qualifying linked activity triggers that effect.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

MICE Accounts

Account identity

MICE Accounts Name

What it means: Enter the correct business account name and first check for an existing record to avoid duplicates.

How it connects: Accounts link businesses to MICE Contacts and MICE Opportunities; select an actual lookup result when the field is a lookup.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

MICE Accounts Owner

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: Accounts link businesses to MICE Contacts and MICE Opportunities; select an actual lookup result when the field is a lookup.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Account Structure & Classification

Account Type

What it means: Select the appropriate value from the configured CRM list using the client’s actual event or business details; do not guess an unavailable option.

How it connects: Accounts link businesses to MICE Contacts and MICE Opportunities; select an actual lookup result when the field is a lookup.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Account Type

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
CorporateUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
GovernmentUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Association / SocietyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
TMCUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Travel AgencyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
PCOUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Event Management CompanyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
DMCUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
STOUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Internal TDAUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
OtherUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Other Account Type

What it means: Select the appropriate value from the configured CRM list using the client’s actual event or business details; do not guess an unavailable option.

How it connects: Accounts link businesses to MICE Contacts and MICE Opportunities; select an actual lookup result when the field is a lookup.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Account Structure Level

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Accounts link businesses to MICE Contacts and MICE Opportunities; select an actual lookup result when the field is a lookup.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Account Structure Level

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
Holding CompanyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Standalone CompanyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Branch / OfficeUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Parent MICE Account

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Accounts link businesses to MICE Contacts and MICE Opportunities; select an actual lookup result when the field is a lookup.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Company & CIMSO Identification

CIMSO Client / Profile Number

What it means: Use the matching identifier from CiMSO to link the CRM information to the operational booking or client profile. Do not fabricate a reference; CiMSO remains the authoritative booking system.

How it connects: Related to MICE Account and CiMSO client/profile matching; account field is unique when populated, but currently not globally required.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Company Registration Number

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

VAT Registration Number

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

MICE Contacts

Client contact

MICE Contacts Name

What it means: Enter the correct person’s name, distinguishing the individual contact from the company or end client.

How it connects: The person should be linked to the correct company/MICE Account; email/phone data are distinct from the company record.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

MICE Account

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Accounts link businesses to MICE Contacts and MICE Opportunities; select an actual lookup result when the field is a lookup.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Email

What it means: Enter the relevant business contact email when known and permitted. Use the correct person; do not regard the existence of an email as permission for bulk marketing.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Secondary Email

What it means: Enter the relevant business contact email when known and permitted. Use the correct person; do not regard the existence of an email as permission for bulk marketing.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Mobile Number

What it means: Enter the client or contact number in the appropriate field; verify the number and avoid substituting unrelated numbers simply to save a record.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

WhatsApp Number

What it means: Enter the client or contact number in the appropriate field; verify the number and avoid substituting unrelated numbers simply to save a record.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Office Telephone Number

What it means: Enter the client or contact number in the appropriate field; verify the number and avoid substituting unrelated numbers simply to save a record.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

MICE Contacts Owner

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: The person should be linked to the correct company/MICE Account; email/phone data are distinct from the company record.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

MICE Opportunities

Opportunity and lifecycle

MICE Opportunity Name

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Shown as a required core field in prior tests.

MICE Account

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Accounts link businesses to MICE Contacts and MICE Opportunities; select an actual lookup result when the field is a lookup.

When to fill it: Shown as a required core field in prior tests.

Primary MICE Contact

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: The person should be linked to the correct company/MICE Account; email/phone data are distinct from the company record.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

MICE Opportunities Owner

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Opportunity Status

What it means: Select the option representing the current stage of the enquiry or opportunity. Status determines which work remains active and may affect required fields, reminders or reporting.

How it connects: For active statuses (New Enquiry, Qualified, Quoted, Follow-up / Negotiation, Provisional, Confirmed and Postponed), Next Follow-up Date is set mandatory. Lost/Cancelled require Opportunity Outcome Reason (validation) and Opportunity Outcome Notes (layout).

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Available choices — Opportunity Status

Confirmed configuration option list · 11 documented choices
Zoho dropdown optionPractical meaning / guidance
New EnquiryRecord the actual current stage, not the anticipated future stage. Review outcome or follow-up requirements based on status.
QualifiedRecord the actual current stage, not the anticipated future stage. Review outcome or follow-up requirements based on status.
QuotedRecord the actual current stage, not the anticipated future stage. Review outcome or follow-up requirements based on status.
Follow-up / NegotiationRecord the actual current stage, not the anticipated future stage. Review outcome or follow-up requirements based on status.
ProvisionalRecord the actual current stage, not the anticipated future stage. Review outcome or follow-up requirements based on status.
ConfirmedRecord the actual current stage, not the anticipated future stage. Review outcome or follow-up requirements based on status.
Fully PaidRecord the actual current stage, not the anticipated future stage. Review outcome or follow-up requirements based on status.
CompletedRecord the actual current stage, not the anticipated future stage. Review outcome or follow-up requirements based on status.
LostRecord the actual current stage, not the anticipated future stage. Review outcome or follow-up requirements based on status.
CancelledRecord the actual current stage, not the anticipated future stage. Review outcome or follow-up requirements based on status.
PostponedRecord the actual current stage, not the anticipated future stage. Review outcome or follow-up requirements based on status.

Dependencies: Lost or Cancelled require Outcome Reason and Outcome Notes under the existing validation/layout controls. Active statuses New Enquiry, Qualified, Quoted, Follow-up / Negotiation, Provisional, Confirmed and Postponed require Next Follow-up Date on the form. Imported records still need data-quality review.

Opportunity Outcome Reason

What it means: Choose the truthful reason for a lost, cancelled or otherwise closed outcome. Never use a convenient reason just to complete the screen; supporting notes explain the circumstances.

How it connects: Read together with Enquiry Outcome or Opportunity Status, as applicable. Lost/cancelled reasons and notes are important for management reporting.

When to fill it: May be conditionally required, depending on status or layout; check specific notes below.

Available choices — Opportunity Outcome Reason

PARTIAL LIST — NOT CERTIFIED AS COMPLETE · 11 documented choices
Zoho dropdown optionPractical meaning / guidance
Client Budget Too LowThis option is evidenced, but its full business explanation and complete dropdown inventory still require final verification.
Price / RateThis option is evidenced, but its full business explanation and complete dropdown inventory still require final verification.
Competitor SelectedThis option is evidenced, but its full business explanation and complete dropdown inventory still require final verification.
Client Cancelled EventThis option is evidenced, but its full business explanation and complete dropdown inventory still require final verification.
Client Changed Dates/DestinationThis option is evidenced, but its full business explanation and complete dropdown inventory still require final verification.
Budget WithdrawnThis option is evidenced, but its full business explanation and complete dropdown inventory still require final verification.
Event PostponedThis option is evidenced, but its full business explanation and complete dropdown inventory still require final verification.
Internal Client DecisionThis option is evidenced, but its full business explanation and complete dropdown inventory still require final verification.
Duplicate/Competing QuoteThis option is evidenced, but its full business explanation and complete dropdown inventory still require final verification.
Invalid Non-MICEThis option is evidenced, but its full business explanation and complete dropdown inventory still require final verification.
OtherThis option is evidenced, but its full business explanation and complete dropdown inventory still require final verification.
Opportunity Outcome Notes

What it means: Write a factual explanation of the client decision and context, without unnecessary personal information. For Lost or Cancelled Opportunities, this field becomes mandatory on the on-screen form.

How it connects: Read together with Enquiry Outcome or Opportunity Status, as applicable. Lost/cancelled reasons and notes are important for management reporting.

When to fill it: May be conditionally required, depending on status or layout; check specific notes below.

Opportunity Creation Date

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Event / Arrival Start Date

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Paired arrival/start and departure/end dates define the event period. Check both together and preserve CiMSO as the definitive booking record.

When to fill it: Shown as a required core field in prior tests.

Event / Departure End Date

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Paired arrival/start and departure/end dates define the event period. Check both together and preserve CiMSO as the definitive booking record.

When to fill it: Shown as a required core field in prior tests.

Event Type

What it means: Select the appropriate value from the configured CRM list using the client’s actual event or business details; do not guess an unavailable option.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Shown as a required core field in prior tests.

Documented dropdown choices — Event Type

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
ConferenceUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
MeetingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
IncentiveUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
EventUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
WeddingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Golf DayUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Group AccommodationUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
MICE FITUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Property

What it means: Select the appropriate value from the configured CRM list using the client’s actual event or business details; do not guess an unavailable option.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Shown as a required core field in prior tests.

Documented dropdown choices — Property

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
Dunkeld Country & Equestrian EstateUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Seasons Golf, Leisure & SpaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
The Shark Bay Boutique Accommodation & SpaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Number of Delegates

What it means: Enter the expected participant count for the event; update it when the confirmed client information changes.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Shown as a required core field in prior tests.

Follow-up & outcome

Next Follow-up Date

What it means: Enter the date on which the next client action is due. Review it whenever the status changes. An active MICE Opportunity requires this date in the on-screen layout; imported records need a separate quality check.

How it connects: Works with Lead / Enquiry Status or Opportunity Status and exception views: MICE - Missing Lead Follow-ups and MICE - Missing Follow-up Dates.

When to fill it: May be conditionally required, depending on status or layout; check specific notes below.

Postponed To Date

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Sales Owner

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: Separate from CRM record owner, CRES owner and new-business generator. Supports Sales follow-up, assignment and reporting.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

CRES Booking / Servicing Owner

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: Linked to CRES Allocation Date & Time, CRES First Action Date & Time, CRES SLA controls and recipient notifications. Actual staff routing remains pending operational approval.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Client Decision Date

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

CiMSO and financial

CIMSO Base Booking Number

What it means: Use the matching identifier from CiMSO to link the CRM information to the operational booking or client profile. Do not fabricate a reference; CiMSO remains the authoritative booking system.

How it connects: Related to the Opportunity and imported CiMSO B201 data. Multiple booking legs should consolidate into one Opportunity per base booking; unique key prevents duplicate base references.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Booking Value Inclusive

What it means: This is a reporting indicator based on verified CiMSO information, not a second accounting entry. Do not estimate collections or deposits when their CiMSO meaning is unverified.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Last B201 Update Date

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Deposit Outstanding

What it means: This is a reporting indicator based on verified CiMSO information, not a second accounting entry. Do not estimate collections or deposits when their CiMSO meaning is unverified.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Cash Received

What it means: This is a reporting indicator based on verified CiMSO information, not a second accounting entry. Do not estimate collections or deposits when their CiMSO meaning is unverified.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Source & attribution

Original Acquisition Source

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Connected to original source, repeat status, current business source, Sales/CRES roles and reporting. Commission eligibility must not be inferred from one attribution field.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Original Acquisition Source

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
Direct CorporateUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Direct GovernmentUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
WebsiteUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Google / Organic SearchUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Google Ads / Paid SearchUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Social MediaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Email MarketingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
WhatsAppUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Existing ClientUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Industry PartnerUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Internal TDAUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Central ReservationsUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
PCOUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Event Management CompanyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Travel Agent / STOUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
DMCUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Association / SocietyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Convention BureauUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Trade Show / ExhibitionUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Sales ProspectingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
PropertyUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Walk-inUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Online RFP / Lead PlatformUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Previous Client / Repeat BusinessUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
OtherUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Original Generator

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Connected to original source, repeat status, current business source, Sales/CRES roles and reporting. Commission eligibility must not be inferred from one attribution field.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Repeat Business?

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Specific New-Business Source / Activity

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Connected to original source, repeat status, current business source, Sales/CRES roles and reporting. Commission eligibility must not be inferred from one attribution field.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Specific New-Business Source / Activity

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
Direct Corporate EnquiryUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Direct Government EnquiryUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Website / Enquiry FormUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Google / Organic SearchUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Google Ads / Paid SearchUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Facebook / MetaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
InstagramUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
LinkedInUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
WhatsAppUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Email MarketingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Sales Call / Outbound ProspectingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Sales Visit / Office MeetingUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Site InspectionUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Sales Blitz / RoadshowUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Hosted Buyer / B2B AppointmentUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Workshop / Trade ShowUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Meetings AfricaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
TMEUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
IndabaUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Existing ClientUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Agent / PCOUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Industry PartnerUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Referral – Internal TDAUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
PCO / DMC / Travel Agent / STOUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Previous Client – ReactivatedUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Property VisitUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Walk-inUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Other MICE SourceUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
New-Business Generator

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Connected to original source, repeat status, current business source, Sales/CRES roles and reporting. Commission eligibility must not be inferred from one attribution field.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Source MICE Lead ID

What it means: Record evidence of where the business originated, whether it is repeat business and who generated this specific opportunity. Original source and current new-business contribution are separate and must not overwrite one another.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

CRES Commission Owner

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Commission Ownership Change Reason

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Documented dropdown choices — Commission Ownership Change Reason

Recovered from earlier saved-build screenshot evidence. Review status: the latest full live dropdown is not independently proven.
Zoho dropdown optionPlain-English guidance
Approved ReassignmentUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Incorrect Original AllocationUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Consultant No Longer ResponsibleUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Management DecisionUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
OtherUse this value only when it accurately describes the enquiry, contact, account or opportunity. Confirm any related mandatory fields in the same section.
Commission Ownership Exception?

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Commission Ownership Notes

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

MICE Activities

Activity details

MICE Activity Name

What it means: Record a genuine client or internal action and link it to the correct enquiry or opportunity so its history can be found by authorised colleagues.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Activity Type

What it means: Select the appropriate value from the configured CRM list using the client’s actual event or business details; do not guess an unavailable option.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Mandatory for MICE Activity creation.

Available choices — Activity Type

Confirmed configuration option list · 19 documented choices
Zoho dropdown optionPractical meaning / guidance
Cold CallInitial outbound sales prospecting call.
Telephone CallTelephone discussion about an enquiry or relationship.
EmailRelevant email interaction; use according to approved recording procedures.
WhatsAppRelevant WhatsApp business communication.
Online MeetingA remote meeting.
Client MeetingA meeting with the client.
Office Visit / Sales VisitAn in-person visit to or by a client.
Site InspectionA property/site inspection.
Quotation IssuedQuotation issued in CiMSO; qualifying activity supports Sales-contact deadline.
Quotation Amendment RequestedRecord actual amendment request time; qualifying activity starts amendment deadline.
Quotation Amendment IssuedLink to the matching Amendment Request and enter actual issuance time.
Quote Follow-upFollow-up on an existing quote.
Sales Quotation Receipt & IntroductionLink to quotation activity and enter actual Sales client contact time.
Proposal / NegotiationProposal discussion or negotiation.
Training / Product PresentationProduct or service presentation.
Trade Show / Workshop InteractionClient interaction at trade show/workshop; record legitimate contact source.
Marketing / Specials CommunicationPermitted communication; does not imply bulk-marketing consent.
Internal Follow-upInternal handover or follow-up.
OtherOnly if no other category fits; describe accurately.

Required: Yes — Activity Type is required on the MICE Activity creation layout. For SLA activities, select the correct parent lookup and actual activity timestamp.

MICE Activity Owner

What it means: Identifies the person responsible for this record or specific part of its work. The record owner, Sales Owner and CRES Booking / Servicing Owner are different responsibilities; check each separately.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Activity Date & Time

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

MICE Lead

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

MICE Opportunity

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Review this field together with the other fields in its on-screen section and related Lead, Account, Contact, Opportunity or Activity record as applicable.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Amendment Request

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Quotation Amendment Requested should be connected with its Quotation Amendment Issued child using Amendment Request lookup and actual timestamps.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Quotation Activity

What it means: Record a genuine client or internal action and link it to the correct enquiry or opportunity so its history can be found by authorised colleagues.

How it connects: Linked to the CiMSO quotation process and the matching MICE Activity. Some activity types stamp SLA deadlines or completion timestamps; only the qualifying linked activity triggers that effect.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Quotation Issued

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Linked to the CiMSO quotation process and the matching MICE Activity. Some activity types stamp SLA deadlines or completion timestamps; only the qualifying linked activity triggers that effect.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Quotation Amendment Requested

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Linked to the CiMSO quotation process and the matching MICE Activity. Some activity types stamp SLA deadlines or completion timestamps; only the qualifying linked activity triggers that effect.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Quotation Amendment Issued

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Linked to the CiMSO quotation process and the matching MICE Activity. Some activity types stamp SLA deadlines or completion timestamps; only the qualifying linked activity triggers that effect.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Sales Quotation Receipt & Introduction

What it means: Capture the accurate information described by this field in the relevant module, using the client’s actual details and the approved CRM/CiMSO process. Do not guess or duplicate information.

How it connects: Linked to the CiMSO quotation process and the matching MICE Activity. Some activity types stamp SLA deadlines or completion timestamps; only the qualifying linked activity triggers that effect.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Sales Contact Due Date & Time

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: The person should be linked to the correct company/MICE Account; email/phone data are distinct from the company record.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Amendment Due Date & Time

What it means: Enter the actual event date, decision date or activity timestamp indicated by the field label. Timing fields can drive follow-up and SLA controls: do not enter invented timestamps.

How it connects: Quotation Amendment Requested should be connected with its Quotation Amendment Issued child using Amendment Request lookup and actual timestamps.

When to fill it: Not confirmed globally mandatory from current evidence; complete when relevant.

Contact Role

What it means: Select the role the person performs for the account or enquiry.

How it connects: Record the correct business context and verify any approval or attribution requirements in the SOP.

When to fill it: Conditional requirements and approval need current workflow verification.

Documented choices — Contact Role

Earlier photographed configuration; confirm against latest CRM before release.
Agent / TMC Contact
Booker
Decision Maker
Event Coordinator
Finance / Accounts Contact
General Contact
PCO Contact