ClientVerse User Guide¶

This is the day-to-day guide for the people who use ClientVerse to find the right people, manage matters and experience, run business development, and keep their client relationships warm. It is task-oriented: each section answers a "How do I…?" question. You don't need to know the underlying data model — but where a Salesforce object name matters, it appears in code font so you can recognize it on a page layout or in a report.

New here? Read Welcome first, then jump to whatever you're trying to get done.

Welcome — what ClientVerse is¶

ClientVerse is your firm's relationship and business-development CRM, built on Salesforce. It brings together, in one place:

Who the firm knows — people, organizations, and the relationships between them.
What the firm has done — matters and described experience you can reuse.
What the firm is pursuing — trips, pitches, proposals, and referrals.
How the firm stays organized — classifications, lists, and collaboration spaces.

Core vs Modules — what you'll actually see¶

ClientVerse ships in two editions, and which sections of this guide apply to you depends on what your firm has installed:

ClientVerse Core — every client has this. It's the foundational CRM: the apps, the data model, and the relationship and BD workflows. Most of this guide is Core.
ClientVerse Modules — an optional add-on with premium capabilities. In the current release it adds Dispatch (notifications and digests), Whitespace (revenue-opportunity scoring), AI (an in-platform chat interface), and Analytics (Power BI and Tableau visualizations embedded in ClientVerse pages). AI and Analytics are new in this release and your firm may not have switched them on yet — see Newer features.

Sections that need the Modules package are marked with a 🧩 badge. If your firm is on Core only, you won't see those features — and that's expected. For the full edition rules and how this guide labels things, see ../_conventions.md.

The Core/Modules split and the authoritative feature counts come from the synced package facts in ../_package-facts/. This guide never invents counts or app names.

The apps you'll use¶

ClientVerse Core ships six Salesforce apps (see ../_package-facts/clientverse-core-1.1.7.json). Four of them are the ones you'll live in day to day; two (CV_Admin and CV_Intelligence) are for administrators and analytics and are covered in the Admin Guide, not here.

Open the App Launcher (the grid icon, top-left) and pick the app that matches your role. You can switch apps any time — your data is the same underneath; the app just tailors the navigation and home page.

App	API name	Who it's for	What you do there
Lawyer	`CV_Lawyer`	Attorneys / fee-earners	Your relationships, your matters, your experience, and the people you know. Your home base for "who do we know at this company?"
Business Development	`CV_BD`	BD professionals	Trip planning, pitches and proposals, referrals, target lists, and pipeline-style BD work.
Marketing	`CV_Marketing`	Marketing teams	List Builder, classifications, firm content, and audience segmentation for campaigns and outreach.
Experience	`CV_Experience`	Attorneys, BD, marketing	Capturing and curating the firm's described experience for reuse in pitches, proposals, and directory submissions.

If you can open an app but a tab or button is missing, that's almost always a permission set question — ask your ClientVerse admin (the permission sets that grant each capability are listed in the package facts and explained in the Admin Guide).

Finding people & clients¶

Most work in ClientVerse starts with finding a person or an organization.

Accounts and Contacts¶

ClientVerse uses standard Salesforce Accounts and Contacts:

An Account is an organization — a client, a prospect, a referral source.
A Contact is a person at an organization.

To find one, use global search at the top of any page, or open the Accounts or Contacts tab and use a list view. Type the name and ClientVerse matches across both as you type.

"Who knows whom" — Connections¶

When you want to know how the firm is connected to someone — not just whether they're in the database — look at Connections (Connection__c). A Connection is a relationship signal between one of the firm's people and an external contact, sourced from relationship intelligence (email and calendar analysis from the firm's ERM system). Connections power the answer to "who at the firm has the strongest relationship with this person?"

You'll typically see Connections in a related list on a Contact or Account. Use them to find the warmest path in before you reach out cold.

ERM (Enterprise Relationship Management) is the category of system that feeds Connections. See the Glossary for ERM, Connection, and Relationship definitions.

Client Locator¶

The Client Locator helps you go from "I need someone who fits these criteria" to a concrete list of clients or contacts — searching across the firm's relationships and classifications rather than scrolling a single list view. Use it when you're scoping outreach, building an event invite list, or finding coverage for a target.

Tip — save what you search. A search you'll run again can be saved as a Saved_Search__c, which you can re-run, share with a colleague, or use to drive a List or a digest. Look for the Save Search action on the search results.

When one client is really several accounts¶

Large clients rarely sit in a single Account record — a multinational may appear as a parent and a dozen subsidiaries, each billing separately. ClientVerse gives you two ways to see the whole picture:

Account hierarchy links accounts to a brand-level parent, so you can roll a view up to "everything we do for this group" rather than one legal entity at a time.
Client Groups (Client_Group__c) let the firm define a grouping that doesn't follow the corporate structure — a consortium, a family of funds, or a relationship the firm manages as one client even though the entities are unrelated on paper.

If revenue or matter counts look lower than you expect on an account, check whether you're looking at one entity rather than the group.

Working matters & experience¶

Matters¶

A Matter (Matter__c) is a piece of legal work the firm performs for a client — the central "work" entity. Matters are sourced from the firm's practice management system (PMS), so most matter fields are read-only in ClientVerse: the PMS is the system of record. What you do with matters in ClientVerse is use them — to see a client's history, find who worked on what, and pull related experience into pitches.

To explore matters:

Open the Matters tab (in CV_Lawyer or CV_BD) or navigate from an Account's related list.
Filter by client, practice area, or the people staffed on it.
Open a Matter to see the team, the related experience, and the financial summary (if you have the relevant access).

Experience¶

Experience (Experience__c) is the firm's described, reusable record of work it has done — the deals, cases, and engagements you cite in pitches, proposals, league-table submissions, and directory rankings. It is the richest object in ClientVerse and the heart of experience management.

A Matter is what the firm did; an Experience is the story of it, written for reuse. A Matter may have one or more Experiences described from it.

Common tasks:

Find experience to reuse — open the Experience tab in the CV_Experience app and filter by practice area, industry, or classification. This is your search for "have we done something like this before?"
See who was involved — each Experience links its people through Experience Holders (Experience_Holder__c), which record the role a lawyer played. That's how an individual's experience profile gets assembled.
Capture new experience — create an Experience__c record and fill in the narrative, classifications, and the lawyers involved (as Experience Holders). Your firm may have a defined intake process for this — check the business-process library for your firm's workflow.

Documents¶

ClientVerse doesn't store the firm's documents — the document management system does. What it holds is a DMS Document link (DMS_Document__c) that associates a document in the DMS with the ClientVerse record it belongs to, so you can get from a matter or an experience to the underlying paper without searching the DMS separately. Whether this is switched on depends on your firm's DMS integration.

Organizing with Classifications & Lists¶

Classifications¶

A Classification (Classification__c) is a node in one of the firm's taxonomies — practice areas, industries, regions, and so on. Classifications are how ClientVerse segments and reports on everything: matters, experience, contacts, and content.

You'll mostly apply classifications rather than create them (creating taxonomy nodes is usually an admin task). When you tag a record, ClientVerse creates a Classification Assignment (Classification_Assignment__c) — the join that links the taxonomy node to your record. Use the Classification Picker to add one; it can be applied manually or, for some records, filled in by assignment rules.

Good classification pays off everywhere downstream — it's what makes lists, searches, and the Modules features (Whitespace especially) accurate.

Lists (List Builder)¶

A List (List__c) is a curated or rule-driven set of members — typically contacts or accounts — built with List Builder, the marketing-and-BD tool for audience building.

There are two kinds:

Static list — you pick the members and they stay fixed until you change them.
Dynamic list — you define criteria (a query), and membership updates automatically as records change.

To build one:

Open List Builder (in CV_Marketing or CV_BD).
Create a List__c, choose static or dynamic, and define your members or criteria.
Each member is tracked as a List Member (List_Member__c), which carries the metadata to sync the list with campaigns and outreach.

Lists feed campaigns, event invitations, and (with Modules) Dispatch digests. Build them from a Saved Search or from Client Locator results so you're not re-finding the same audience twice.

Working with many records at once¶

Some jobs are not "open a record and edit it" — you have a spreadsheet from a conference, or two hundred contacts that all need the same field changed. ClientVerse has four tools for this, so you don't have to ask an administrator to run a data loader.

Tool	Use it when
CSV Import	You have a spreadsheet of contacts or accounts to bring in
Bulk Add	You want to add many records to a list or campaign in one go
Bulk Activity	You need to log the same interaction against many contacts — an event, a mailing, a webinar
Mass Update	Many records need the same field set to the same value

Importing a spreadsheet¶

Open CSV Import and upload your file.
Map your columns to ClientVerse fields. The importer suggests matches, including for columns whose headers don't match exactly.
Review the duplicate check. The importer looks for likely matches against existing records rather than only exact ones, so near-duplicates ("Bob Smith" vs "Robert Smith") are flagged rather than silently added twice.
Resolve each flagged row — merge into the existing record, or confirm it really is a new person — then run the import.

Bulk-adding to a list or campaign¶

From a list view or a Campaign, select the records you want and choose Bulk Add. This is the fast path from "Client Locator found me 340 people" to "they are all on the invitation list". A Campaign also carries a quick action that launches Bulk Add directly.

Logging an activity against many people¶

Bulk Activity writes the same activity to every selected record — the right tool after an event or a mailing, so the interaction shows up in each person's touchpoint history and in relationship scoring rather than living only in someone's memory.

Changing a field on many records¶

Mass Update filters to the records you mean and sets a field across all of them. Build the filter carefully and check the record count before applying.

Everything is logged. Every bulk job records what it did to Clientverse_Log__c, so a change can be traced back to who ran it and when. If a bulk job produced a surprising result, that log is where the answer is — ask your admin to look.

Exporting data¶

Most objects offer an Export action that walks you through picking the object, the fields, and optionally the related child records, then produces a file. Use it for board packs, directory submissions, and anywhere the firm needs ClientVerse data in a document.

Exporting child records alongside parents needs the CV_Export_Child_Records permission set. If the option is missing, that's why.

Collaborating¶

ClientVerse has a built-in model for working as a team around a set of relationships or a piece of work, rather than emailing records around.

Walls¶

A Wall (Wall__c) is a collaboration space — a place for a team to share records and updates with role-based membership. Think of it as a shared workspace scoped to a client, a pursuit, or a practice group. Only users with the right access can see a Wall and what's shared on it.

Use a Wall to:

Keep a deal team or account team aligned on a single set of records.
Share updates without changing who owns the underlying records.

Membership and visibility on a Wall are controlled by your admin via the CV_Collaborator_User, CV_Collaborator_Admin, and Wall_Permitted_User permission sets (see ../_package-facts/clientverse-core-1.1.7.json). If you can't see a Wall you expect to, that's the place to start.

Collaborators¶

A Collaborator (Collaborator__c) is a person who works with the firm's people on relationships and matters. Collaborators underpin the team-sharing model — they're how ClientVerse knows who is working together so it can share the right records with the right people. You'll see Collaborators surfaced on the records and Walls you're part of.

Business development¶

The BD features live mainly in the Business Development app (CV_BD), with some shared into CV_Lawyer.

Trips¶

A Trip (Trip__c) is a planned business-development trip or event, with legs, targets, participants, and an optional business plan. It's the anchor of BD trip planning — use it to turn "I'm in London next month" into a structured set of meetings with the right clients and prospects.

To plan a trip:

In CV_BD, create a Trip__c and set the dates and locations (legs).
Add the targets — the accounts and contacts you want to see — and the firm participants.
Use Connections and Client Locator to make sure you're meeting the people with the warmest relationships and the best opportunities.

Trip features are gated by a trip permission set — CV_Trip_User for everyday use, CV_Trip_Admin for trip administration, or the older CV_BD_Trip_Management, which still exists. If the Trip tab or trip actions are missing, ask your admin which one your firm grants.

Pitches & Proposals¶

The Pitch / Proposal Builder (Pitch_Proposal_Builder__c) is a workspace for assembling a pitch or proposal from reusable elements — experience, bios, and credentials. Instead of rebuilding a proposal from scratch, you pull in the firm's best, already-described material.

To build one:

Open the Pitch / Proposal Builder in CV_BD.
Create a builder record for the pursuit.
Pull in relevant Experience (filtered by practice area or classification), the right people's bios, and supporting credentials.
Assemble and export for the client-facing document.

This is where good experience capture and classification pay off directly: the better your Experience__c records are tagged, the faster a strong proposal comes together.

In Salesforce, pre-engagement pursuits are often tracked as Opportunities (the native object) using the firm's naming convention; see the Glossary. Your firm's business processes describe how pursuits, pitches, and proposals fit together.

Referrals¶

A Referral (Referral__c) tracks a referral of business between people or firms, for relationship and revenue attribution. Log a referral when business comes in (or goes out) through a relationship so the firm can see who is generating value and reciprocate appropriately. Create a Referral__c from the Referrals tab or from the related contact/account.

Recognition — awards, rankings & directories¶

A Recognition (Recognition__c) records an award, ranking, or directory listing the firm or one of its people received — a band in a legal directory, a "lawyer of the year", a league-table position. Recognition Contacts (Recognition_Contact__c) link a recognition to the people it belongs to.

Capture recognitions as they arrive rather than reconstructing them at submission season: they are exactly the material pitches, proposals, and next year's directory submissions need, and they build an individual's profile alongside their Experience.

🧩 ClientVerse Modules — Dispatch: digests & notifications¶

🧩 ClientVerse Modules — Dispatch Requires the ClientVerse Modules package. Clients on Core only won't see this.

Dispatch is ClientVerse's notification and digest engine. If your firm has Modules, Dispatch is how relevant ClientVerse information comes to you — as a scheduled email digest, an in-app notification, or both — instead of you having to go looking. A typical example: a morning digest of the contacts you should follow up with, or a weekly summary of new experience in your practice.

As a recipient, here's what you do.

Receiving and reading a digest¶

A digest arrives by email, in-app notification, or both, on the schedule your firm configured (for example, daily each morning or weekly). 🧩 (Modules: Dispatch)
Each digest is composed of sections — a section might be a short note or a data table of records (the contacts, matters, or opportunities the digest is about). Empty sections can be hidden, so what you see is only what's relevant to you.
Some digests let you edit rows inline or take an action directly from the message — see below.

Acting on items¶

A digest can include action buttons (Dispatch Actions) — for example "Mark reviewed", "Open record", or "Log activity". When you click one:

ClientVerse runs the action (opens the record, launches a flow, or updates the record) without you having to log in and navigate first.
Your action is recorded for audit, so the firm has a trail of what was reviewed or excluded.

This is also how ClientVerse's relationship-review (ERM) workflows reach you — for instance, being asked to review a relationship before it's auto-promoted. Acting from the digest is the fastest way to keep those reviews moving.

Managing your subscriptions¶

Your enrollment in a digest is a Subscription (Dispatch_Subscription__c). Depending on how your firm set things up, you may be auto-enrolled (by role) or able to subscribe yourself. From your subscription you can typically control:

Channel — email, in-app, or both.
Frequency — how often you receive it (where overrides are allowed).
Send time — when it arrives.
Unsubscribe — opt out of a digest you don't need.

Look for a Subscriptions or Notification Preferences area in the app, or the unsubscribe link in the digest itself. If you're not receiving a digest you expect, that's usually a subscription or a permission (CV_Dispatch_User or CV_Dispatch_Lawyer) question for your admin — see the Admin Guide and ../_package-facts/clientverse-modules-0.4.0.json.

🧩 ClientVerse Modules — Whitespace: revenue opportunities¶

🧩 ClientVerse Modules — Whitespace Requires the ClientVerse Modules package. Clients on Core only won't see this.

Whitespace finds untapped revenue opportunities — practice areas the firm could serve for a client but doesn't yet. It does this by scoring each account against the practices where there's a coverage gap, so BD and relationship managers can focus on the most promising openings instead of guessing.

Reading an opportunity¶

Each opportunity is a Whitespace Opportunity (WhiteSpace_Opportunity__c) — one record per account/practice-area gap. The key things to read:

Opportunity Score — the overall composite score; higher means a stronger, more actionable opportunity. Use it to rank where to spend your time.
Component scores — the score is built from factors like client tier (how strategic the client is), peer coverage (how well comparable firms serve this area), relationship strength (how strong the firm's relationship is), and revenue potential (the estimated upside). These tell you why an opportunity scored the way it did.
Coverage status — whether the firm currently has no / partial / active coverage in that practice for that client, and whether previously-active coverage has lapsed (a lapse is often the most actionable signal — you had the work and lost it).
Recommended action — a suggested next step.
RM owner — the relationship manager responsible for following up.

Acting on an opportunity¶

Open the Whitespace dashboard (or the Whitespace tab) to see the top opportunities, ranked by score.
Pick a high-scoring opportunity — especially a lapsed one — and read its component scores to understand the angle.
Use Connections and the Pitch / Proposal Builder to find the warmest path in and assemble relevant experience for the conversation.
Take the recommended action and log your follow-up so the opportunity's status stays current.

If your firm has both modules, Whitespace can deliver its top opportunities as a digest via Dispatch — so the best openings arrive in your inbox each week. 🧩 (Modules: Whitespace + Dispatch)

Whitespace scoring weights, thresholds, and the digest schedule are configured by your admin (see ../_package-facts/objects/whitespace.yaml and the Admin Guide). As a user, you read and act on the results.

Newer features your firm may not have enabled yet¶

Two Modules capabilities arrived in the current release and ship switched off. Your firm turns each on deliberately, so you may not see them even if you have Modules — and seeing them means someone chose to give you access.

🧩 ClientVerse Modules — AI Requires the ClientVerse Modules package. Clients on Core only won't see this.

CV AI Chat is an in-platform chat interface: you ask a question in your own words and it answers against the firm's ClientVerse data — "which of our clients have we done data-privacy work for in the last two years?" rather than building the report yourself. It reaches the same records you already have access to, so it cannot show you anything your permissions don't already allow. Look for the CV AI Chat tab. 🧩 (Modules: AI)

Your questions and the results go to an external AI provider. The chat is powered by Anthropic or OpenAI, which means the firm's data in your query and its results leave the org to be processed. Your firm decided that was acceptable before switching this on — but treat it the way you would any other tool that sends client information outside the firm, and follow your firm's AI policy on what you put into it.

🧩 ClientVerse Modules — Analytics Requires the ClientVerse Modules package. Clients on Core only won't see this.

Power BI and Tableau visualizations can be embedded directly onto ClientVerse pages, so the firm's existing dashboards appear in context on an account or a matter instead of in a separate tool. Whether you see one, and which, is a page-configuration decision your admin makes. 🧩 (Modules: Analytics)

Both are new enough that they are being rolled out cautiously. If you'd find either useful and don't have it, ask your ClientVerse administrator — it's an access question, not a licensing one, provided your firm has Modules.

Getting help¶

Something isn't working, or a feature is missing? Start with the Troubleshooting guide — most "I can't see X" issues are permission sets and are covered there.
What does this term mean? See the Glossary.
How does my firm actually do this? The business-process library documents the firm's day-to-day workflows.
Admin or configuration question (permission sets, who gets what app, digest schedules, Whitespace weights)? See the Admin Guide.
Still stuck? Contact your firm's ClientVerse administrator — they can grant access, adjust your subscriptions, and escalate to support.

This guide covers ClientVerse Core 1.1.7 and ClientVerse Modules 0.4.0. Package facts (apps, objects, permission sets, counts) are cited from ../_package-facts/ and are authoritative; if something here disagrees with the synced facts, the facts win.