After Call Work - Onboarding Call 2 Data Entry and Appointment Setting

Articles/Resources:

• Glossary of Terms by Object
• Set Lead Source and Source Type Values
• Creating Lead Sources and Ending Lead Sources
• Lead Entry
• Video: Account Page Walkthrough
• Schedule Sales Appointment
• Time Blocks
• Working with Sales Appointment Activities
• Uploading Files and Documents to the Sales Appointment
• List View Guide

Click on the Resource link at the bottom of each section to open up a separate help article with a guided video walkthrough and text walkthrough with screenshots, or refer to above list.

If you are having a Data Conversion, please DO NOT deactivate any picklist values or add new picklist values (aside from test values ex. ‘Test Doors,’ ‘Test Territory’) during Phase 1.

1. Glossary of Terms

Review and get familiar with common terms you will see in Improveit 360

Glossary of Terms by Object

2. Editing Source Types

Source Type is the broadest category to track marketing effort that a lead should be attributed to (ex. Shows and Events, Retail Outlet, Internet).

Note: Only the System Administrator will be able to set Source Types for your system.

• Follow Along:
  • Navigate to Setup > Enter Picklist Value Sets in the search bar > Select Picklist Value Sets > Click on Source Types
  • Review existing options in the Values section.
  • To add new Values, click New in the values section. Separate each new Value by an enter line.
    • Note: If you will be doing a data conversion, please follow the format below to ONLY create TEST Source Types:
      • Test + Source Type (ex: Test Internet)

Resource: Set Source Type and Source Values for Lead Sources   

3. Editing Sources

Sources are the specific source that a lead’s marketing effort should be attributed to (ex. Home Depot, Company Website)

Note: Only the System Administrator will be able to set Sources for your system.

• Follow Along:
  • Navigate to Setup > select the Object Manager > enter Lead Source in the Quick Find search bar > on the left-hand side of the screen select Fields & Relationships > Select the Source field
  • Review existing options in the Values section.
    • Note: If you are doing a Data Conversion, DO NOT Deactivate any picklist values.
  • To add new Values, click New in the values section. Separate each new Value by an enter line.
    • Note: If you will be doing a data conversion, please follow the format below to ONLY create TEST Sources:
      • Test + Source (ex: Test Company Website)
  • Reorder picklist values by selecting Reorder in the values section.
    • Values can be reordered by moving them up and down in the list using the options or display them alphabetically.
  • Adjust your Field Dependencies by navigating to Setup > Object Manager > Select Lead Source object > In the Fields & Relationships select Source Type field > Select Edit in the Field Dependencies section. Here you will select which Source values correspond to each Source Type.
    • Setting the Field Dependencies will allow you to select which Sources are available under each Source Type.

Resource: Set Source Type and Source Values for Lead Sources

4. Adding & Ending Lead Sources

The Lead Source is the most specific categorization of where your lead came from. It is used to track exactly which store or marketing campaign a lead should be attributed to (ex. Home Depot – Store #561, Internet – Home Advisor)

• Follow Along Step 1:
  • Select the Navigation Items dropdown > Select “Lead Sources” > Select the List View Dropdown > Select the All List View
  • Review existing Lead Source options. Deactivate any values that do not apply to your business by adding today’s date in the End Date field
  • To add new values, click New in the right-hand corner of the Lead Source page. Fill in the required fields and other information specified below:
    • Note: If you will be doing a data conversion, please follow the format below to ONLY create TEST Lead Sources:
      • Lead Source Name: Test + Lead Source (ex: Test Internet – Home Advisor)
    • Source Type: make the appropriate selection
      • Note: Source Type is the broad category (ex. Retail Outlet)
    • Source: make the appropriate selection
      • Note: Source is the specific store (ex. Home Depot)
    • Start Date: enter today’s date
    • Territories (if applicable): make the appropriate selection
      • Note: If you are doing a Data Conversion and bringing data in from a past CRM, your Lead Source names will be mapped as a combination of “Source Type” - “Source”. Most CRMs only offer two levels of lead provider data, and therefore only two levels of report grouping.
• Follow Along Step 2:
  • Select the Navigation Items dropdown > Select Lead Sources > Select the List View Dropdown > Select the Active List View
    • Note: You may want to pin this List View as your default
  • Check your work and review your active Lead Sources. Active Lead Sources are the ones currently available for selection in your system

Resource: Creating Lead Sources and Ending Lead Sources

5. Adding Source Costs

Each Lead Source record can have Lead Source Costs attributed to it to help your team track your spending on a specific marketing effort. Lead Source Cost data is important when tracking performance of your Lead Sources.

• Follow Along Step 1:
• Select the Navigation Items dropdown > Select Lead Sources > Select a Lead Source Record > on the right-hand side of the page, select the Lead Source Costs drop down error > click New > Enter the information specified below:
• Lead Source: this field should be already filled in
• Amount: 100
• Paid On: select today’s date
  • Note: For reporting purposes, be sure to select the date that the costs were paid so that they can be attributed to the appropriate date range in reports.
• Description: enter any information your team would need

6. Adding Your First Customer via Quick Lead

Quick Lead is the fastest way to get a new customer into your Improveit360 instance.

• Follow Along Step 1:
  • Select the Quick Lead Component at the bottom right of your page > Enter the information specified below:
    • Interested In: select at least two Product Categories
    • Lead Source: select your Test Lead Source form the previous exercise
    • First Name: Test + Your First Name (ex. TestJohn)
    • Last Name: Test + Your Last Name (ex. TestSmith)
    • Email/Phone: optional for this test customer
    • Account Name: this field will auto populate with the First + Last Names you entered
    • Address: use address autocomplete feature or manually type address
    • Address Type: if applicable select if this is their primary residence, mailing or billing address
• Follow Along Step 2:
  • After entering the information from Step 1 in the Quick Lead Select Save
  • There are three different options when saving a Quick Lead to help you efficiently create the next steps for different scenarios your business may encounter. Below outlines which records are created with each Save option.
    • Save: creates the Account, Contact, Address, and Sales Opportunities
    • Save & Schedule: creates the Account, Contact, Address, Sales Opportunities), and Sales Appointment
    • Save & Create Sale: creates the Account Contact, Address, Sales Opportunities, and Sale

Resource: Lead Entry

7. Understanding Records and Their Relationships Created by Quick Lead

Account is the primary object used in Improveit360 to store a customer’s information. In this case, the Account created has the record type of Customer.

Contacts are a record related to the account that store contact information for one specific person related to an account. We can have multiple Contacts for one Account, but every Account is required to have a Primary Contact. An example of multiple contacts is a husband and wife, John Smith is our primary contact, but his wife Jane Smith might be an additional contact we have for the Address.

Address is a record related to the Account that is used to store address information. An Address record is required when creating a Sales Appointment, Sale and Project because it provides the physical location of the property. Every Account in your system should have an address with the Type of Primary to ensure correspondence is sent to the main location of the Account. Each Account can have multiple Addresses, think of landlords or customers with cabins where we may do work at multiple properties they own.

Sales Opportunities represent our opportunities to sell an individual product or service based on our customer’s expressed interest. The Sales Opportunity stores information from the Lead Source related to it.

Sales Appointments are the records that capture and store information about the appointment. They store information like the assigned sales rep(s), the date and time of the Sales Appointment, the Address associated with the Sales Appointment, as well as Notes and Attachments relating to the Sales Appointment. The Result of an individual Sales Appointment captures the outcome of what happened on the Sales Appointment in a reportable and standardized way.

Sale is the record that stores information related to what you sold to the customer. - We’ll cover this topic more in our next assignment.

Let’s practice navigating though records that are created by the Quick Lead tool:

• Follow Along Step 1:
  • Navigate to the test record you created in the previous section’s exercise by using the Search bar to search for “TestYourFirstName TestYourLastName” > push the Enter key or select the TestFirstName TestLastName Accounts option > from the search results, click on the account you just created
• Follow Along Step 2:
  • Review the information that can be accessed from the Account page by selecting each related list option (Details, Related, File Manager, Activities, Map, Chatter)
• Follow Along Step 3:
  • From the Account Page select the Related List option Related > Scroll down to Contacts > Select the Contact > Review the information you entered on the Contact record
• Follow Along Step 4:
  • Navigate back to the Account by clicking the link in the Account Name field or using the breadcrumb trail > select the related list option Related > scroll down to Addresses > Select the Address > Review the information you entered on the Address record
• Follow Along Step 5:
  • Navigate back to the Account by clicking the link in the “Account” field or using the breadcrumb trail > select the related list option Related > scroll down to Sales Opportunities > Select a Sales Opportunity > Review the information you entered on the Sales Opportunity

 

8. Manually Adding Customers

Quick Lead is the preferred tool to enter new customers into the system, but we can also manually create them. Customers can be manually created by creating an Account and Contact, then adding the Address record and Sales Opportunities. The following exercise is intended to improve your understanding of the records created by the Quick Lead tool.

Use Case: Accounts and Contacts will need to be manually created when making Lender and Vendor Accounts. In Follow Along Step 1, notice the record type selection option for “Vendor.”

• Follow Along Step 1:
  • Select the Navigation Items dropdown > Select Accounts > in the search bar that says Search this list... search for existing Account records >
  • If a match does not exist, click New in the right-hand corner of the screen > select the Customer record type > Click Next > In the Primary Contact field select + New Contact > fill in the Contact Information, Phone, and Communication Preferences information > click Save > you are then redirected to the new Account page, enter the Primary Contact’s name in the Account Name field and fill in any additional information > Click Save
• Follow Along Step 2:
  • From the Account page click the Create Address button in the right-hand corner of the screen > fill out Address record using the Address Autocomplete or by manually filing in each field > select Save
• Follow Along Step 3:
  • From the Account page select the related list option Related > scroll down to Sales Opportunities and click the New button > fill in the information specified below:
    • Contact: select the Contact that should be related to this Account
    • Lead Source: make the appropriate selection
    • Interested In: make the appropriate selection
• Follow Along Step 4:
  • select Save or Save & New
    • Note: Each Account can have multiple Sales Opportunities. For each interest a customer has, a new Sales Opportunity should be created to track it.

Resource: Account Page Video Walk thru

9. Scheduling Appointments

• Follow Along Step 1:
  • Navigate to an Account with an open Sales Opportunity that needs to be scheduled > Select Schedule Sales Appointment > Select the applicable Sales Opportunities and Address > Select appropriate Type > Select Next > select desired time and Sales Rep from Calendar or manually enter information in Confirm Selection section > Click Finish
    • Note: Sales Appointments can be scheduled for multiple Sales Reps if your business requires it
• Follow Along Step 2:
  • Select the Navigation Items dropdown > Select Staff Calendar > adjust filters to find the Sales Appointment you scheduled in the previous step

Resource: Schedule Sales Appointment

10. Time Blocks (if applicable)

Time Blocks give you the power to create buckets of time for your Appointment Setters to assign Sales Appointments to. This allows your Sales Manager to use the Dispatcher tool to quickly assign each Sales Appointment to a Sales Rep taking the guess work away from your Appointment Setters.

• Follow Along Step 1:
  • Select the Navigation Items dropdown > select Create Time Blocks > enter the information specified below: > Select Save and Confirm
    • Time Block Name: use any name you would like
      • Note: We recommend using a similar format for all your Time Blocks and selecting a name that will tell your Appointment Setters what the Time Block is for (ex. Monday AM – Windows, M-F 8-10 AM – Columbus)
    • Record Type: Capacity Scheduling
    • Capacity: number of Sales Reps available for this Time Block
    • Start Date/Time: today’s date
    • End Date/Time: select any date
      • Note: For testing purposes, we recommend selecting a date in the near future. Once the Create Time Block record is saved, it will create a Time Block for each date that meets criteria based on your Start/End dates and Select Days.
    • Territory: if applicable, select the Territory that this time block is for
    • Product Categories: select any Product Categories that can be scheduled in this Time Block
    • Select Days: make the appropriate selection based on which days this Time Block is available
• Follow Along Step 2:
  
  • Select the Navigation Items dropdown > Select Time Blocks > Select the List View dropdown > Select the All List View
  • Here you can see all the Time Blocks you just created.
• Follow Along Step 3:
  
  • Select the Navigation Items dropdown > Select Time Block Calendar > Select the dropdown on the left-hand side or use the arrows on the right-hand side to view Time Blocks and their availability

Resource: Time Blocks

11. Scheduling with Time Blocks (if applicable)

• Follow Along Step 1:
  • Navigate to an Account with a Sales Opportunity > On the Account page select Schedule Sales Appointment > Select the Sales Opportunities and Address > Click Next > Select Type of New > Click Next > Select one of the Time Blocks you created in the previous steps > Click Finish
• Follow Along Step 2:
  • Select the Navigation Items dropdown > Select Time Block Calendar > locate the Sales Appointment you scheduled in the previous step
• Follow Along Step 3:
  • Select the Navigation Items dropdown > Select Dispatcher > Select Sales Appointments in the Object field > In the Records Section select the Sales Appointment you just scheduled > On the right-hand side in the Filter Calendar select the appropriate Sales Rep’s name > Click Save on the right-hand side of the screen
    • Note: The Dispatcher will only show Sales Appointments that are in the future that do not have an assigned Sales Rep

Resource: Time Blocks

12. Viewing Tasks

Tasks that are assigned to you can be viewed from the To Do List. This component helps keep you on track and makes your To Do List easy to complete.

• Follow Along:
  • Select To Do List component at the bottom right-hand side of your screen > review your tasks and select a task to complete > Hover over the Task to Mark Complete or Create Follow-Up Task/Event
• Follow Along:
  • Select the Navigation Items dropdown > Select Home > Scroll down to the Today’s Tasks section > select the down arrow to adjust the Task view
  • Note: Here you can view Today’s Tasks, Tasks assigned to you, Overdue Tasks, etc.

Resource: Schedule Sales Appointment

Resource: Working with Sales Appointment Activities

13. Sending an Ad Hoc Email

• Follow Along Step 1:
  • Navigate to the Account you created in a previous step > Select the Related List option Activities > Select the Email button > Here you can type an ad hoc email to your customer > Select Send
• Follow Along Step 2:
  • Refresh your Account tab > Select “Activities” related list > view the email you sent in the previous step > On the right-hand side of the screen view look at the Account Timeline > select the speech bubble icon to see the email you sent in the Account Timeline

Resource: Working with Sales Appointment Activities

14. Uploading Files & Documents to the Sales Appointment

Files are a great way to keep all your customer’s information in one location. Your company may have contractual documents, job photos and drawings, or spreadsheets to store.

• Follow Along Step 1:
  • Navigate to the Sales Appointment you created in a previous step > on the right-hand side of the screen scroll down to Files > Select the down arrow in the Files Section > Select Add Files > Browse through your system or computer to select files > Click Add
• Follow Along Step 2:
  • Navigate to the Account related to the Sales Appointment you just uploaded the file to > Select File Manager from the Related List > Open the file you just uploaded

Resource: Uploading Files and Documents to the Sales Appointment

 

15. Working with List Views

A list view is a filtered list of an object’s records. You can filter using list views based on your business’s needs to make accessing records you need quicker and easier.

• Follow Along Step 1:
  • Select the Navigation menu drop-down > select Account > select the down arrow next to Recently Viewed > Select Today’s in the list
  • This will show us all Accounts that were created today
• Follow Along Step 2:
  • Select the Navigation menu drop-down > select Account > select the down arrow next to Recently Viewed > Select New This Week in the list
  • This will show us all Accounts that were created this week
• Follow Along Step 3:
  • Select the Navigation menu drop-down > select Account > select the down arrow next to Recently Viewed > Select the List View that will best apply to your role > Select the Push-Pin icon to the right of List View drop down
    • Note: This pins the List View so that when you navigate back to this object, this list view will automatically be selected for you. Each user can pin their own List Views based on their needs.

Resource: List View Guide