Client profile

The Profile tab helps you understand the person behind an enquiry. Before recommending a service or preparing an assessment, review their background, confirm what is already recorded, and ask about anything that is missing.

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Before you start

Check the enquiry’s service and destination. If dependants have been added, use the applicant selector to choose whose profile you want to review. Confirm the selected person’s name before changing their information. Profile fields save automatically as you finish editing. There is no page-wide Save button. After entering a value, move out of the field and check for validation or saving errors. If the profile is read-only, the page explains why your access does not allow changes from this enquiry.

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Understand completion indicators

The circle beside each section heading shows how much of that section’s information has been completed. Use it to spot gaps while speaking with the client. A score of 100 means the section is complete according to the CRM’s completion rules. It does not mean the information has been verified or that the client is eligible.

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Know which details are shared

General Information, Work Experience, Language Information, and Education are marked Applies to all enquiries. These sections belong to the person. Update them once, and the same details are available across that person’s enquiries. When you select a dependant, you are reviewing that dependant’s information, not the main applicant’s. The Visa Profile follows the current enquiry’s service and destination. Its completion indicator reflects the relevant information for that enquiry. Some facts about the person are shared across enquiries for the same country, while enquiry-specific answers belong to the selected enquiry.

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General Information

Start with the basics: who you are speaking with, how to reach them, and whether their personal details are correct. Confirm the name, email address, phone number, and date of birth. Age is calculated automatically from the date of birth. The address is where the client lives. Destination country is where they want to apply, so the two countries may be different. The service and destination are shown here for context. To change them, use Change service or country in the Lead info menu. This section applies to all of the person’s enquiries. Correcting their contact details here also corrects what appears when you open their other enquiries.

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Work Experience

Ask the client what they do, where they work, and how much experience they have. Record the company, designation, industry, job location, work type, and years of experience. Add salary information when available. If the client has overseas experience, turn on Overseas Experience and complete the additional company, designation, country, and experience fields. Check the locations and experience periods carefully. These details feed into eligibility calculations, so avoid counting the same period twice. Work Experience applies to all enquiries for the selected person. The completion circle helps you find missing information in this section.

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Language Information

Add the languages the client knows and their proficiency. If they have taken a language test, turn on Has taken test to record the exam, test date, and individual scores. Enter Listening, Reading, Writing, and Speaking from the client’s result. Their general proficiency and their test results are separate information, so do not estimate test scores from your conversation. If they have not taken a test, leave the test switch off. You can update the section when results become available. Language Information applies to all enquiries for the selected person. Its completion indicator shows the information recorded, not the strength of their language result.

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Education

Record the client’s qualification, university, country of study, and field of study. Complete the course type, duration, and year of completion so the team has the background needed for assessment. If the client studied overseas, turn on Overseas Study and complete the additional details. Check the education information with the client rather than choosing a qualification just to complete the section. Education applies to all enquiries for the selected person. Use its completion circle to identify details you still need to collect.

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Visa Profile and service-specific details

This part of the profile follows the selected enquiry. An Australia Permanent Residency enquiry asks for different information from a Canada enquiry, Visit Visa, or Work Permit enquiry. Depending on the service, you may see Visa Profile, Visit Visa Details, or Work Permit Details. Complete the fields shown for the client’s chosen service and destination. Use the information icons beside fields when you need help understanding what to enter. Where a field asks for supporting context in Notes, record that explanation there as well. The Visa Profile completion indicator relates to the current enquiry’s relevant information. It is separate from the shared-section indicators above and from the points shown in the eligibility card.

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Understand deeming deduction years

For Australia, Deeming deduction years reduces the overseas experience counted by the CRM when calculating experience points. Enter the deduction confirmed for the client’s assessment; the CRM applies the number you enter rather than deciding it for you. For example, if the recorded overseas experience is six years and the applicable deduction is four years, the CRM uses two years for the overseas-experience points calculation. The deduction does not reduce Australian experience, and counted overseas experience cannot fall below zero.

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Immigration Eligibility Points

You do not need to calculate every point manually. The Immigration Eligibility Points card calculates results from the recorded profile and enquiry information. Expand a country to review its total and the factors behind it. The examples below show one recorded profile. Your client’s results depend on their own details, and a result can be incomplete when relevant information has not been entered.

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Help the client explore another option

Suppose your client asks about Canada PR, but the current calculation suggests their profile may be better suited to Australia. First check that the information is complete, then open Australia’s breakdown and review the factors behind the result. You could say: “Based on the details we have recorded, Australia may be another option worth exploring. Let’s review your work experience and assessment requirements before deciding.” Use the card to guide that conversation and explain why an alternative may be worth considering. Do not change the client’s enquiry simply because another country shows a higher number; the countries use different scoring systems. If the client wants to explore both destinations, create another enquiry so each has its own follow-up. When you need the detailed report, open the Reports tab and generate it there.

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Attribution, when available

Some roles also see an Attribution section with the enquiry’s recorded campaign information. This section is read-only and follows the enquiry. It is not shown to every staff member.