hi everyone thanks for joining my name is iman matt rory i'm a master solution engineer at salesforce and today i want to give you an intro to lead management 101 i think this is a really important topic i think it's something that can help pretty much all of our sales force customers and i think a lot of people don't really understand it so hopefully today we get through it you walk out of here really understanding how to use leads better first and foremost though let me just say thank you thanks for coming thanks for being customers thanks for taking time out of your day with everything going on to learn a little bit more crystal did you say something nope i'm here but i did not say anything but i'm here i'm worried now that people can't hear me but thanks for coming i hope you could use your time stop me if you can't hear me and uh uh we'll get through this together all right so for today what are we gonna do first i'm gonna explain lead management there's a bunch of stuff to explain i'm gonna explain it then i'm gonna do a quick demo because slides are great but people like seeing it then i'm going to give you access the same demo environment so you can play with a lot of the stuff and at the bottom of the hour we're going to open it up to q and a now look if you've never joined me before let me just give you some tips for a good time one don't try to click along with me this is not an iman click along i've got way too much content there are way too many of you on this webinar for me to wait for you to do what i'm doing and then i that's just not how it's gonna go so if anything sit back relax put your feet up and prepare to drink from the fire hose but don't do what i'm doing as i'm doing all right anytime you got questions put them in the sidebar somewhere on your screen there's a go to webinar sidebar open it up find the questions section put your put your question in there crystal throw it to me at the bottom of the hour you can also find the handout you can download this deck right now if you want right from there or do nothing and you'll wake up tomorrow morning with an automated email in your inbox with a link to this recording and the handout all i ask though is just please fill out a survey i actually am very strongly thinking about changing all of my webinars for next month to help everyone that's uh kind of impacted by the coronavirus on how we can maybe help you work differently given the new circumstances we're all under so i would really want your feedback is does that make sense am i out in left field so if you could all please just fill out that survey and let me know if you like those ideas at the end um that'll help me help you all right and last but definitely not least i got to sit through this webinar so can we try to have a good time all right so lee management iman water leads and how do they help me make more money all right let's hit it so let's start with the first basic question that i'm pretty sure a lot of you are asking right now iman do i have to use leads no no you don't have to use leads but you don't have to brush your teeth or exercise either iman should i use leads yes yes you should use leads that is what the whole point of this webinar is about i think most of you should use leads all right iman but like why i've already got accounts and contacts why even use leads all right well let me just let's just set the the the playing field here let's like level the ground here let's start with some context what's an account and it counts a business all right and that makes sense everyone knows that well what are contacts those are people at those businesses all right well what's an opportunity that's you trying to sell something to those people at those businesses right so there's a sales cycle with these people at this business and then all those activities tasks events that's how you try to sell to those people at those businesses right a lead is accounts contacts and opportunities all rolled into one it represents a business a potential buyer business a person the actual email and phone number and there's a chance that there's a deal there's light at the end of that tunnel there's potentially revenue at the end of that record okay so a lead is all three of those records in one but it's an unqualified person think about all those times you go to a trade show and someone just you know throws their business card in there because they want to win the ipad or whatever you've never spoken to them you don't know if they sold the company you don't know if they want what you've got you don't know anything about them so why dirty up your account and contact database for someone that might not even exist right if i go to your website right now and i fill out a form iman memory super interested you don't know if i'm real you don't know if that's anything so why dirty up your good clean date later once you have some level of qualification we'll talk about that that's when you convert the lead and now you break that one record out into an account a contact and an opportunity all right so but why do that i mean it just seems like you're taking extra steps to create accounts contacts and opportunities well one it keeps your data clean right just cleanliness that way you can run a report on show me all my accounts and all the i don't say riffraff but all the people you don't know won't be in that right you don't have to worry about filtering out a bunch of noise okay also we've created features specific features to help you with leads because you do different things with leads than accounts and contacts so a few things like uh who can own a lead when a lead comes in you can assign it to your inside sales team or your you know uh your your team of people that are going to call them back and whether it's crystal or whether it's iman it doesn't matter just the first person call them back okay you can't do that with accounts and contacts accounts and contacts have to be assigned to crystal or to iman to a person so elite can be owned by a queue your spanish speaking team your product expert team your bdrs sdrs there's a thousand acronyms that people use for these we also give you some features and i'll go over them but we give you features to help you get people from your website into salesforce get those people assigned to the right people get them uh responses so there's a lot of features here that we provide that should help you in those early stages of the sales cycle now when we talk about leads i always get this question hey mon someone went to the website they filled out a form they're a lead and we thought there was a sales cycle there we converted them we made them into a contact but you know what they didn't buy not they just now is not a good time so can i like put them back as a lead no the answer here is no no backsies okay this is a one-way flow now might not be the right time to buy but that doesn't mean that you don't know who they are you don't know what they need you don't know what their timing is you what that when we convert them to a contact they're going to stay there and that's okay you can have contacts that aren't yet customers okay but what you're showing is you've done a different level of qualification for those people you can still nurture them and reach out to them and we'll talk about that but you don't go oh darn the sales cycle didn't work i'm just gonna rewind all the records and go back to elite okay that's generally not the right answer all right so and when we talk about this when i go through this whole wizard here you all have different sales processes all of you sell different stuff to different people and you do it in different ways right so i can't tell you the exact perfect flow for you but these are the principles that you should think about on every one of these steps make it easy for your prospect to give you information think about your own personal experience you've gone to a website you wanted to see a video or learn about a product or something and then the forum they gave you is like a hundred fields long you know mother's maiden name give me three addresses you've lived it's like you know what i'm just we're not gonna do it you don't get better data with longer forms you just get less people filling out those longer forms so i suggest make it easy for them to give you info and when they give you that info respond immediately quickly look my fence broke a couple years ago and i had to find some random company to fix it who'd i go with i go the cheapest person i mean i hope but probably not no i went with the one that actually followed up with me quickly uh i reached out to like three people from yelp two of them never even got back to me someone snapped back that's the person i went with so be quick and when you call know what you're talking about know who they are have context respond personally right no one likes it when they just pick up and go huh you're a random person i have no idea who you are what we're talking about start from the beginning don't have corporate amnesia use the insight we have to give them a very tailored follow-up response okay and i'm going to show you how to prioritize leads how to nurture leads that aren't quite ready yet okay and then the whole time you've got to be optimizing you've got to find the parts your process that are broken and keep adjusting those dials until this thing is dialed in but you're not going to get it right the first time okay all right so what are those special features that make leads work really well first one is a feature called web to lead forms you all have this this is included with your license it's a feature you generate a form uh we create the html for you you just pick the fields you go i want first name last name company phone number you know fields will generate html but it's basic html it will work you could put that on your website someone could fill it out and it will shoot leads into salesforce but it has no styling no branding no colors nothing so you need someone that's more developer someone who's a website person to style the form but functionally the integration of salesforce it just works okay and you can even do things like add hidden fields to your form so maybe you have a product interest field or what campaign should i route these people into field that can still be on the form they can just be hidden in that way you can have a bunch of different web forms or you can pass in values to this form and you can keep track of things like affiliates or lead source or you know they came to this form from google or they came to this form from yelp or something like that okay and now when these leads come in uh there's a feature for dupe matching you can create duplicate rules and matching rules they sound like they do the exact same thing a matching rule is what you decide makes someone look like a match so you can say for example if your name and your email match perfectly you're a dupe your duplicate that's it or you could just say i don't care what your name is i'm looking for email company phone number right so you can pick the criteria for what makes a match and then you can create these duplicate rules that look for matches and then if they find a match what are they going to do are they going to block the record from being created are they going to alert the user are they going to just let you report on it later so you can merge them together so here's one thing i would say go easy on duplicate management there's really nothing you're going to do to never have duplicate data and if you try to get real draconian and make it so no duplicates can be created you're probably blocking records that should be created uh you know is john smith the same as jonathan smith you know and if you block them because you think they're the same you might be missing out on that second jonathan smith also as a user if i got to keep entering data all the time and i keep getting errors saying it won't let me do it you're making the system less friend so in general i'd say put some rules in here go easy on it and just plan on having to merge and dedupe later no matter what you clean your room every however often you clean your room you don't clean it once and you're done you don't make a rule that says i'll never make this room dirty you clean it regularly same thing with data so now the lead came in is it a duplicate is it not a duplicate we know we know they're not a duplicate so now what are we going to do well now you can assign the lead to the best person to follow up to the right person for them and there's this feature called lead auto assignment rules you all have this and so when a lead comes in you can create these criteria and you order the criteria one two three you know number one and so let's say it's gonna check rule number two is this lead in california yes you're assigned a bill it doesn't even check rules three four five six so first rule that matches that's the lead that's the person that is assigned to that lead or the team assigned to that lead okay you can send a notification to that person or the team um i uh like creating automation rules to follow up or pester people afterwards there's a field called viewed by owner in salesforce so you can assign the lead to let's say bill and then you can create an automation rule that goes hey uh did bill even look at his lead yet if he hasn't sent him a reminder email in a day take the lead away and throw it into the shark tank and let anyone who's willing to work on the lead grab the lead so there's a lot of really things you could do there especially with like partners if you assign leads to your partners that you can't directly control because they're not your employees that shark tank approach really works where you let them know look you get first ride of refusal this is your lead here you go call crystal and then after a day and go hey you still haven't called kristen and then in two days you don't get to call crystal we put her in the queue and we ring the dinner bell first come first you'd be surprised how quickly behavior changes when they know they don't just get to keep that lead forever all right so now lead comes in it's not a duke we assign it to the right person then what well respond to the customer now you can have me the person write an email or you can create an auto response rule and again it works just like the lead response lead assignment rules where they're numbered and they're prioritized the first criteria that matches that's the email template they're gonna get so did they come from this form are they interested in that product are they a ceo or a vp of sales whatever your criteria is you can send the right email template response so as soon as they fill out the form they're going to go to a thank you page and they're going to check their email and it's going to say hey mon bill's going gonna follow up with you shortly okay so then then you just do what you need to do to qualify your lead right call them email them have meetings with them and most of you are gonna qualify based on things like decision maker budget authority i guess it's a timing need so you all have your own version of is this person worth our time and once you determine this purse there's light here there's some deal here that we could try to get done then you convert the lead and when you convert the lead you can either map them to an existing account or contact if there was one or you can create a brand new one okay and all those fields get routed to the right place so like the phone number and email address go to the new contact record because that's their email list the company name and industry and number of employees those go to the account right so you don't lose anything you don't have to de-uh re-enter any data and all your activities move over this just becomes the next step of the client's life cycle so those are the features in leads okay but let's talk about best practices all right you might have too many leads you might have more leads than you have employees so who are you going to call you're going to go alphabetical order you're going to go in order of height i think you should call your best leads first the ones that are most likely to generate revenue call them and then work your way out to people that you don't even you don't think you're going to do anything right so how does it work all of you can build simple lead scoring right now so look at the fields on the left i've got decision maker do they have a project defined is our budget then i've got formula fields on the right they're just regular formulas okay and you can make whatever numbers you want and these are just very simple examples of if the check box is checked the five points if it's not checked zero points okay and so you just create your own number weights for those values and then you add them up and here this lead scored 18 right and then you can have even another formula field that gives you some kind of four star five star three star image based on the score so these all of you can do with formula fields or even emojis you do not need any add-ons for basic scoring but then there's more advanced ways to score like sure one thing is i know this about you right you are the decision maker you have a budget so you score high but what if you want to go by engagement right so crystal might be a very high scoring lead and i call her and now's not a right time the right time so she goes iman call me back in july all right so i put a task for july but we start sending her a lot of emails we start noticing that she's opening them she's going to the website she's downloading white paper she filled out a form to watch a video so if you're interested in tracking marketing engagement we have an add-on product called pardot this is for marketers that send a lot of emails we'll talk about a little bit later but that add-on product none of you just have it you have to pay for it but that'll let you track engagement okay did they open the email did they not and you can assign points based on that okay and when they hit a threshold that you arbitrarily hit that's when the rep can get an email saying ordin tasks saying iman now's the time to call crystal sure she said call me in july but something must have changed she's super engaged now she's clicking on all these things opening all these things reach out okay the other feature this is another add-on you do not have this by default is called einstein sales cloud einstein this is our automation our our uh artificial intelligence machine learning basically algorithms staring at your data trying to score it for you so if you don't know what makes a good lead and you're not necessarily looking at engagement salesforce can look at all your leads over you know the last six months see which ones actually convert and generated revenue and which ones didn't and then it can kind of blur its eyes and go this score is pretty good because it looks like leads that generally generate revenue so if you want us to tell you about what leads or good leads that's an einstein lead score add-on if you want to get really into marketing and drip emails and different emails based on they opened an email or not that's part of both of those are add-ons everything else i've talked about all of you have all right this is another add-on but it's not from us it's from the community no matter what when you get these leads accounts contacts that data could go stale crystal could change roles iman could change titles companies you know change so there are apps out there that provide data enrichment so once called clear bit we did a webinar with them a while ago you just put in someone's email address and if they have them in their big database they'll give you their name their title the company's info all the firmographic information and they'll regularly clean it too what's nice about this is if you're a software company and you just say let's say uh iman give me your email address to sign up for a free trial alright you get my email address these things can take the email address and i'll give you a phone number to call them right or a title or something so really powerful tools they all have various specialties you know medical contacts or contacts in asia pacific so look at these if you're interested in data enrichment and data cleansing if you've got way too many leads or just a lot of leads and you have people doing a call down list use something called the console you all have access to the console it's a different layout within salesforce that kind of smashes together a bunch of information in one screen and uh lets your reps kind of focus on a record and jump between many records without having to open a bunch of different browser tabs or lose what they're looking at if you have people sitting at their desk just calling down the line use the console and if this is something you do all the time if you have teams of people that do this we have an add-on product you do not have this it's called high velocity sales it lets you as a sales manager say if someone comes in from the web form wait a day call if you get voicemail call them again two days later if they actually talk to you send this follow-up email so you as a manager can create this cadence of what how long do you wait what email do you send what phone call do you make and your reps can just log in and it'll have a list of hey it's time for you to call crystal you got to send this email to iman and they can just kind of execute so it's a great way to come up with a new play you know a sales play and deliver it to the field really quickly okay uh and when you put high velocity sales together they'll see their work list they'll have their phone they'll have a script email templates leads going kind of all bundled together so that's something that really works nicely when you bring them all together and this is what it looks like like on one screen that's the concept now if you're going to be sending mass emails you don't have to do it with an advanced tool we have a feature called list emails you can all right now uh send list emails to your customers you can create a list of people and mass email them or you can put them into a campaign so i just did a webinar i could put you all into a campaign i can track the performance of that webinar and see if any of you like bought anything for example and that's my roi on the webinar and then i can even send you an email for attending the webinar so i don't do it quite like this because i have go to webinar and whatnot but the idea here is if you have an event if you have a a effort a marketing effort you can put all those people into a campaign and then track their performance and then even email everyone in that grouping okay so there's lots of ways to send emails one-on-one automated or you know marketers sit down and once a month pick the list of people and target them okay but if you do think you need a more advanced marketing tool you should just know pardot exists okay so if you want to send dynamic emails with different content uh if you want to have really rich email templates landing pages forms and then automate things based on their engagement we have a feature for that it's called pardot it is an add-on cost but if this is something you do i would look into it these are features you all have but you probably haven't turned on so i'm not going to bother showing you how to do it just look at this deck later but there's a feature for turning on google powering your address data and auto completing your address fields so when you start typing in addresses google maps will just give you the data and this is a great way to standardize addresses just turn that on and then also there are two features here these pretty much only work for accounts in the us um but it's nice uh if you turn these on and you start typing in a company name if we have info on the company name we'll enter the info for things like their website their address their company phone number uh right into the account for you so like light data enrichment and we'll put their logo in there it's kind of nice counter okay so that's an example of me doing it with apple right but you know some small mom and two-man company you probably wouldn't have them in here bigger companies definitely will be or most likely and then measure everything measure everything you're probably not sure how many activities it takes to go from lead to conversion and then whether you convert or not do they buy right are people converting people that shouldn't be converted right uh so there's lots of ways to measure this stuff and if you're not comfortable with reports and dashboards that's okay install this dashboard pack there's a pack off the app exchange that installs a bunch of reports and some dashboards for you they're not perfectly tuned for your business but they're a good starting template and then take those and tweak them by region by product by month by whatever you want but you have a good set of dashboards that you didn't have to build from scratch all right and so you might be pretty excited about all this about how do you get your leads in here it's really all about using the different import wizards that we have and and really you're going to want to get every record in its own row and every field into its own column okay no mixing and matching of stuff every field its own column and one thing you got to be careful about is excel wants to like make things into links if it sees their email address it tries to turn it into a link that doesn't help you when you're data loading it'll break it so make sure you're just putting in plain text of plain emails plain phone numbers as text that'll work and just if you have a field like birth date or shoe size or you know are you pregnant or not or whatever it is you're tracking um make sure there's a field for it in salesforce if there isn't one create the custom field and then you can load the data in there and before you load the data just standardize it in excel it's never going to get easier to standardize your address data than when it's in a big table okay and then when you load it don't just and then do it with your 3000. okay uh and you should know if you load records automation will still fire so assignment rules will fire things will fire because you're creating leads so if you don't want them to fire turn them off do the data load turn them back on okay and there's an import button if you just go to the leads tab there's an import button you click import a little wizard walks you through you know you want to import leads where's what spreadsheet are using map your fields go all right and uh i think i believe that most of you should be able to do it so let's just go over some of the uh basics here what we have so i'm in salesforce i'm a rep uh how do leads get in here right i've got my own uh web to lead an example web to lead form you could put this on your own salesforce community page if you want you could put on your website but here's mine and i'm just gonna say first name tony tiger live uh let's say tiger court what is this march march ceo okay put in some numbers hit save they're gonna go to a thank you page that person's gonna get a thank you email and now they're actually in my sales force as a lead so if i come in here and i just sort by name what i say tony probably said tony let's see huh i don't know why i'm missing it but they're in here so you pick a lead in this case i'm just gonna pick myself now let's go to iman this is my lead okay and this is my lead record and before i pick up the phone to call i see everything i see their name their company their phone number uh if you had a tool like pardot you could see all the emails they've opened in the past what what websites they've visited so i have an idea of what they're talking about here's my einstein lead score i can see why this leads scored a certain way i can see every email every activity every phone call every note i've ever had with this person uh on the activity history here so i can see who they've spoken to what we've talked about right and now i call and if you have lightning dialer this is an add-on if you have lightning dialer you can just click to call okay and when you do that they can pick up you can leave your notes right you can just log your call or you can even automate things like here i've got a field that says call back on right so i called iman call me back on the 26th okay i hit save that activity is logged and then we can automatically schedule the follow-up activity uh with an automation rule you can all do this today so you can log activities and create follow-ups automatically with automation and i'm talking to iman and he's a decision maker he has budget the time frame's pretty good it's a so my formula fields are updating and my lead score my standard lead score is updated okay and you know as i'm looking at this lead i might need help figuring out how to move them through the process so i have this path at the top of the screen you all have path and it tells you what fields to try and focus on and what you're trying to accomplish and so you can keep moving through the process all the way through until they're converted okay uh and if you wanted to you could even send emails from here with email templates uh or you could put them into nurture lists so this would be something like if you had pardot you could say oh i just spoke to crystal and now is not a good time i'm going to put in a nurture list hit save you just put them into the right list where marketing is going to follow up with them and then when they start opening emails and doing things their pardot score will bring them back to the front of the line okay so it's this and call email kind of over and over uh and if i were to create a new league let's create a new lead i'm gonna create another iman here so iman b ceo and notice before i can even finish notice the duplicate matching rule found it you see that it found that i was going to make a duplicate and it's saying it looks like you're about to create a duplicate you wanna just see the duplicate no no i'm still gonna create the duplicate so now i've got another imod in here and that's a duplicate and notice there's a little widget you can put on the page right here right you can put it wherever you want i put it right here and that widget tells you there's a duplicate do you want to merge them together which one's the one you want to keep so you all have uh you all have this standard uh standard feature set so i'm going to hit save there you go and i've merged the leads together all their child records are together we're in one spot and after doing all this we're good to go we're gonna convert the lead so i click convert and we could either you know if there was already someone from this company we could just merge them with that account or we're going to create a new account new contact new opportunity go and there we go that's those are the new records account contact opportunity and now we can start the sales cycle now we can really get into what products and quotes and getting my engineer to help and all of that okay one more thing i want to show you is something called high velocity sales i just want you to see it okay so i can take a bunch of people let's just say these four oh there's my tony ceo guy there he is okay so there's my few people you could for example say you know we just got all these people from a trade show i know exactly how i want my people to execute um on this so let's let's put them into a cadence and so then when your inside sales team shows up if you have high velocity sales what's nice about it is you have your sales team they could be working from home they log in and when they log in they're gonna be on their homepage and they're just gonna see hey you've got seven things you gotta do today they open up their queue and this is who they have to call right because you put them into that cadence right so they can just click the name the record shows up all the relevant details show up everything shows up now that i'm ready i just click the call and i'm going to hang up here but you call and notice even the script popped open for me right and i log my call and then this is going to move on to the next step where it's automatically sending an email or waiting to send an email and i go to lunch and i come back and it goes hey mom now it's time to send somebody an email right and when i click it it'll even load the email template for me so you know i mean it really makes it easy to just fire on these high volume of leads and keep the process that you think works well all right okay i think i'm going to address most of this in questions uh at the end for those of you that want to play with this stuff you can go to salesforce.com edo to sign up fill out the form log in play around with it you're not an admin but you'll be like a sales rep you can have your own form to fill out uh you can import leads i even give you a sample set of spreadsheet a sample spreadsheet with a set of leads you can just import into the edo using the wizard you have all the perms you have the data just try it uh i let you you know use the console we let you use high velocity sales you can log calls and you have your own web tool lead form that will route leads directly to you so try it out but these are the kinds of things you can do do management you can do these things in the edl and if you need help sign if you need help setting any of this up there's no shame in it there's a partner wiser spread that'll give you two hours of free consulting just for saying iman sent me so thanks for coming to the webinar they'll help you out with two hours of help and if you need more help than that maybe you like working with them and they'll earn your business these are links that'll give you more slow in depth uh information on those features if you really need help importing leads click that import leads link if you want more help on web to lead forms click click the web delete so i have more detailed resources right here to help you find what's most important and very specifically this is only benefiting me uh right now but i'm hoping to help all of you so crystal and i are putting our webinars together for next month and we're they're going to go live like next week and i feel like it'd be really out of touch for me to just have regular webinars with everything going on in the world i don't think people want to hear about just regular opportunity management i'm surprised people showed up for lead management genuinely so i'm curious would you all find it relevant and helpful if i did webinars next month on things like how to keep your team in the loop when they're remote how to stay productive when they're potentially remote these are kind of the brainstorm of things i have in mind but i feel like i want to arm you all with these are the features you have these are the things you can do you don't need to like buy any add-on products to make it work and i wonder if these kinds of events would be timely and relevant um but i don't know i don't even know if you guys are being impacted by this stuff really i'm working from home this webinar is from home and i'm going to be home for weeks at least so it's impacting us and salesforce is doing a lot to change how we're working internally and i don't know if that's impacting you guys and so if you're being impacted by all this coronavirus stuff i would really appreciate it please for me if you could at the end of this webinar fill out the survey at the end and let me know if topics like this would be interesting to you uh or what topics would be timely and relevant the whole reason we do this is i want to help you and we want to help you and if you know if you could help guide me in what you would want next month i would really appreciate all right i'm going to stop i'm going to take my first deep breath and sip of iced milk coffee uh any questions crystal so many questions so many good so many good questions here they're all at me okay here we go elijah's up front so he says how is a lead different and similar to prospects so in the sales process there's a stage for prospect but how is that different or similar to a lead great question exactly the same thing totally the same thing leads are prospects and if you use that terminology in your company that's okay there's a feature in salesforce called salesforce called rename tabs and labels so we call them leads just because we have to call them something but if you don't like that you can find leads and you can rename them to prospect okay and then when you hit the next button here all those fields that said lead address lead name lead status now get called prospect score uh prospect status so you can rename now to be clear there are certain sales methodologies where people do things like suspect prospect uh marketing qualified lead sales qualified lead so you can have you can call the tab whatever you want prospects suspect whatever you want the idea here is they're an unqualified person okay and then within that tab you can have multiple stages so they can go from suspect to prospect to uh marketing qualified to sales qualified something like so same thing the longest way to answer same thing great all right next up is amber so she's asking about the lead description field she says we found that information does not transfer when we convert except to the contact if we merge it with a contact that already has text in the contact description description and then the lead description info disappears so kind of what are best practices here what what what should how should they think about this so this is going to apply to as good question this is going to apply to everybody that goes i have this field over here and when i convert it i have no idea what happened to it it got it's gone i lost so you're going to go to object manager in setup you're going to find leads you're going to go to your field section and you're going to look for something here called map lead fields it's a button and this is going to take every field on your lead these are all the fields on your lead and it's going to tell ask you where do you want to map it to so for example i've got a field on my lead called decision maker what field would that go to so i've got accounts fields i've got contact fields right i've got opportunity fields so that's what i would do for you uh is go to your setup go to object manager find your leads go to this map leads fields page and look for your description field and just map it to the appropriate type of field notice that there will be some limitations like you can't map a text field to like a number field things like that but description to description should totally work i'm surprised that wasn't done by default so i'm not worried about it not being possible i just think this is where you gotta go nice okay uh philip is asking when i contact a lead can i automate a task to follow up in two weeks yes uh i showed that a little earlier i'll show you an example of it again so here i've got my demo environment i'm going to go back to sales app not the high velocity sales at this is something you can all do so there's a couple ways to think about how to do it but here's the easiest way let me just get a lead here sophia all right i'm gonna call sophia so here's what i'm doing i have an action these are uh these are a custom feature called actions you can create an action that defaults values for you so here i've got an action called vm for voicemail when i click it it automatically defaults all the fields like the task is completed the the type of task is voicemail okay and all the only thing you need to say is when you want to call them back and i hit save so i have an action that made it easy to log my activity all right the part that makes the new activity is an automation rule you can have a process builder rule that rule is just looking for tasks it's looking for a task called left the voicemail when it sees a task called left to voicemail it will create a follow-up activity on whatever date you want two days away from today six days later things like that you can even create automation rules that are based on how long it's been since you've uh talked to a uh a lead so here's an example man i'm noticing how much i touch my face uh now that it's all in the news okay all right uh plot process builder process builder it's like every time i make a good point i just touch my face okay all right so we're gonna create a new one so here's a cool thing you can do bleed follow-up and i'm just gonna do it whenever all right here we go so whenever a lead this object's looking at a lead record okay so here's a cool kind of way you can do it let's say last uh last activity so you can create a field for example called last activity date okay or days since the last activity all right and you can do something like has it been more than 90 days it's been more than 90 days uh just send them an email right you can pick an email template hey how's it going we haven't heard from you how you doing right or you could send an automation rule that says create a task create a record create a task for your rep that goes you should call them right um or okay or even if you're not doing an off last activity date you can set scheduled automation rules to fire in the future based on dates so if you have a renewal date or a sign up date or any date what you can do is something like three hours or days before or after whenever this rule fired whenever the renewal date is how many days since we last talked to you the date you went live pick a date field right so you can even pick different actions to take over different periods of time uh which which will make your life really easy right so when something happens with the lead do something right now and then do something a little later in three days in five days this is also how you would do that um the lead shark tank approach we talked about right so here in the criteria you would have one for i think it's called viewed last view date no no owner let me i'm sorry there's one more fielder owner owner view by owner unread by owner there's a field called unread by owner so you can say if it's still unread by owner right three days later hey bill you haven't even looked at crystal's record can you can you please do that and then day five just take it away and reassign it this is scheduling follow-up calls sending automated emails based on what's going on with the customer record this is how you're going to do it excellent okay all right elijah's asking about data enrichment he's saying will the data enrichment apps work only on leads or can it also work on your contacts contacts accounts leads uh they tend to work on all those records again it's app by app but i haven't heard one that's lead only now most of them leads and accounts and contacts okay great um and jerry is asking so he says since many individual names company name etc can be similar can i create a duplication rule that catches based off a phone number first email second or a contact yes and no yes you can make your own dupe rules that do things like i need an exact match or i need a fuzzy similar match okay it doesn't order it doesn't say first look for phone number and look for email it's just conditional criteria so yes you can create your own criteria and you can specify fuzzy or exact but it's not ranked but yes you can do that okay and could the duplication rule work against an existing lead that has not been converted to a contact like an existing lead yeah you can check leads against other leads you can check leads against contacts you can check contacts against leads you can check any object against other objects so yes perfect all right uh sarika is asking um are there maps and locations of features available in classic are what available in classic maps and locations like some of those well so are you asking about so we have a salesforce maps product i don't know if you're asking about that or mapping fields if you don't mind give me a little bit more detail on what you're trying to figure out though all of those things should be available in classic i i it'd be hard for me to answer without truly understanding your question a little bit better so if you don't mind just give me a couple more words on what those features are i'll tell you for sure okay and i'm sorry my toddler uh is home uh downstairs so if you hear some background noise i'm sorry but she's been quiet so far so uh nice great okay um uh hey is also asking here um how do you make it easy to upload and assign leads to different account managers is there a better way than just getting and inserting the sales manager's salesforce id and then entering in excel before uploading to salesforce to assign the leads to a different account manager are there any easier ways to go about doing this well so if there's a rule you know i would just use the lead assignment rules right so uh you could have a lead assignment rule set up and whatever however you do that right so something like sorry guys something like uh i'll just number it four something like if they're in san francisco then who's going to help them uh you can assign crystal or something here or you could assign a group of like west coast sales team so if you know there's rules around who gets what put the lead assignment rules in there just load the spreadsheet salesforce will sprinkler that out correctly uh if there's no real rhyme or reason or logic based on fields that salesforce can use not to say that there's no reason but you know it's not a field driven criteria thing then yeah just put them in the spreadsheet use the owner id or user id in the spreadsheet and that's your way of specifically saying i don't care what these fields say give it to bill give it to samantha but here's the thing if you leave lead assignment rules on and you load that list it's going to use this it'll just reassign them anyways so make sure you turn off your lead assignment rules if you don't want to use them for that data load you just go to your rules and deactivate it okay so active inactive load your data turn it back on so uh if it can be criteria driven use lead assignment rules if it can't you're doing something in excel and you don't have to use the ids there are tools out there that'll just take their names your usernames and and map them to ids or something but uh if you do know how to map ids that is 100 the most accurate way to do it nice okay and switching gears for just a for just a minute here yep and if you don't mention any and if you don't mention any owner at all and you don't have lead assignment rules you're the owner if you load a record and you didn't specify the owner and it didn't get assigned an owner you're the owner so keep that in mind okay sorry go ahead okay nice um okay getting a couple questions from frankie and sarika on this um so for pardot switching gears for just a minute is there anything that can be viewed in salesforce that would be helpful for sales and really if you if you have pardot and similarly frankie's asking where does the salesforce plug-in fit into lead management okay so uh okay so if you have pardon there's a couple things that your sales reps will get to use or see that will benefit them one let's say you're using pardot to send emails and get people to forms and they fill out a form when they fill out that form all their info is going to get filled out here so they go to the forum and they add their phone number they have their email your reps just going to see it sync so their data becomes the same date the other one is the pardot score and grade so a score is how interested are they in you and a grade is how interested are you in them uh so the example i give here is if i were a college kid again uh i would score very highly for tesla i'd be on their website designing my own car i'd get the model x with the wings and it's black and it's all you know that's what i would do and so i'd open their emails go to their website i would be super interested my score is pretty high but then when they start filling out the form and you know i live at home with my mom i don't have a job i'm a college kid maybe i don't even have a license or something my grades pretty low so pardon i'll give you both of those that'll be in here you as a marketer can assign automation rules that'll impact your reps so maybe there's a task to call someone back or do something also you'll give them two more things they can do you can as a marketer create beautiful email templates that have the right positioning the right language the right branding and then you can make those uh pardot email templates available to your reps so your rep could just send the pardot email this is a pardot email and when they hit send they're getting a part out email all the engagements part on engagement stuff so one you can specify email templates up or marketing can create awesome content and reps can help point that content to the right people right so if i call sofia and sophia is using a competitor you know and i know which competitor i could pick the right nurture campaign and i'm just making one up here but i could pick the right nurture campaign that goes ooh sofia already uses disney sony i'm picking a company so let me put her in the sony's our competitor nurture campaign so when marketers send out the emails we're sending the right perfect message to position ourselves differently so those are the big areas there's one more one more and that would be called alerts engage alerts so if you wanted to you could have something called an alert all right and i think mine are all going to be empty right now because i didn't i didn't open an email but what this would do is it would say the second one of my uh people goes to a website the second someone opens the email clicks the link anything i'm immediately gonna get this alert that goes crystal went on the website crystal open the email so if you want immediate follow-up like almost scary you know they check the email and the rep calls them engage alerts will help too those are the ways your reps are going to see what's going on so not only are they going to see every email every uh every piece of content every website that they've ever opened all of that history they're going to see all of that but they'll also get to send your emails and put them into nurture templates nice all right but you know i did a whole separate webinar on pardot it is an add-on product i kind of don't want to make this session too much about that because many of you might not have it um but if you do a lot of email marketing or just general web marketing and you have sales people that you get engaged at the right time uh take a look at part audits nice i'll put the link to the recording in the chat oh yeah yeah please do yeah okay so aaron is asking um do you know the way to have a lead under an existing contact or is it beneficial to create a new lead even if the account contact already exists she said i realize converting them will not create duplicates i'm not sure i understand the use case you're going for i'm not trying to understand the business case uh the story you're trying to solve for here is it that there's already an acme account and we already have three people from acme but now the fourth person showed up uh or is it that crystal's already a contact and then yet somehow showed up again as a lead or is it that you want to track referrals i'm i'm not sure what your scenario is if you could just tell me i'll i'll tell you okay we'll wait for from work for erin yeah yeah okay uh this is from melissa she's asking is the lead nurture um pop is the is the lead nurture list pop-up something that is available with salesforce or is that only with pardot okay good question um yes no or let me put this away this feature that i'm showing you right here this nurture list thing is a pardot feature but you can do something like this without pardot it just depends on whether or not you need pardot to fulfill it or not so for example you could create an action or a flow or a button or you could just put some fields on the record somehow and you could you know put them into a list and they could automatically be put into a regular old salesforce campaign where then then you do something right then you send a regular list email out of salesforce or then your team exports it and uses your other email engine to send it out so this concept of adding people to a nurture list you can do without pardon but this exact feature i'm showing you is part all right great and alex wondering how detailed can you make the email automations in salesforce without pardot or with pardot so like kind of how what is the difference there for email automations yep so there's oh man there's so many ways to automate uh i don't want to overload people because most of the people here are new but i'm all right i'm all right we're just gonna do it we're gonna do it here's the thing one you can use process builder to send out emails the way you saw right so day one do this day four do that day 17 do this it will not react to them opening an email or clicking a link or not it doesn't do anything it doesn't know it doesn't see that you could send out different emails at different stages through regular old automations just based on fields right anyone that's the decision maker and their time frame is immediate send them this email seven days later send that email but there's no there's no way for them to augment their path they are going down that journey all right that's one one way to just send emails automatically the other way is high velocity sales high velocity sales is an add-on product you do not just have this probably and what this does is it has a different type of email cadence that you can create let me just show you one here here's one so wait for it alright here's one people came in from your website or whatever and they're put into the cadence they're automatically going to get this email if they open the email they're going to go down this path if they didn't open the email they're going to go down that path okay so we can see if they've opened an email or clicked a link it doesn't know which link but if they open the email or click the link they'll go one way or the other okay uh and you can do this with high velocity sales so this is a little bit more drippy uh drip marketing controllable um but it can't do something different uh based on which link they clicked and it also doesn't do anything different necessarily um i guess you could i guess you could yeah and then and then with pardot pardot's gonna just give you the most uh options right wait a certain period of time send an email people get added to so pardon can do in a lot of ways high velocity sales i would say is like a step below and then regular old automation rules are the least responsive but they still work and those would be one step below nice all right yanova has a couple questions here she's asking about how do i add a field to count the days of the lead in each state so like how many days has it since it's been contacted or how many days since the constants you attempted to contact or how would you do that kind of adding a field to capture that information okay so there's uh i think i get what you're saying it's like how long was the lead in the open status how many days were they in the contacted status how many days were they in the qualified status right so what i might do is uh create a start stop date field for each one of these statuses so i might have an uh entered open status left open status date fields so two date fields and then i would have a formula field that just subtracts the difference and it gives you a number so when you create a formula field you subtract dates it just tells you the number of days between the dates so they started in the open status on this date they left the open status on this date therefore the number of days in between is seven or whatever and then you can report on that the thing is you need that date field to get stamped you need a automated rule to stamp that deek field so what you can do is create a process builder rule when the status is contacted stamp the date the start date when the status becomes qualified stamp the date that it left contacted and started qualified something like that so date fields to capture start stop a formula field to capture the difference and then run reports yeah that sounds good all right another one here from sorry sorry but thinking about it you might get away with even one less date field like you might just have a field that says date they entered the open status date they entered the contact status you might not need the end date for open and the end date for contact because they're the same so you might just have the date they entered each status yeah that would work too there you go nice i added the recording of process builder of your intro to process and the thing as well for folks who want help with that okay jennifer's also asking can i set up a follow-up action for the leads unread by owner every day setting up a follow-up actions for the leads that were unread by owner every day and i think you kind of touched on that already yes every day isn't something that salesforce just it's not like every day but you could say day one day two day three up to hour you specify the number of days but it's not every day if you want it to happen every day you would need to set up a you could do this we don't need any other products to do it you could schedule a job to run every night and look at all the leads that are still unread by owner and do something but if you want to use process builder process builder doesn't just recheck things just to check things every day it goes into the list and then it fires on that cadence so you got a couple call you got a couple ideas um that way also if you think you need to do it every day that tells me it's not effective if the first two times don't work why are we doing it six seven eight nine like i wouldn't want a lead to wait 15 days until something actually happens so i think every day is something i'm uncomfortable saying you should just set it up that way i think your escalation path needs to be condensed day one email day two your boss gets an email day three you know we just take it away from some something that doesn't need to go for 45 days because if you just make a reminder every day on every lead people are just going to ignore your emails they're just going to just not care so something to think about there put some teeth behind the notifications i guess carrot stick stick good point yeah she's asking can those emails be sent to marketing managers and the owner of them not even not even just emails but you could do chatter messages right so three days later at mentioned the manager five days later at mention the marketing team or person so whether it's assigning tasks sending emails or chatter the answer is yes all right nice okay uh this one's from jerry he's asking can you show a little bit how about how to run the duplication catch or compare against existing leads okay to compare against existing leads yeah all right so this duplicate widget can exist anywhere on the page you can drag and drop it put it wherever you like i i put it here it doesn't have to be there for you it's a drag and droppable component okay so there's a couple things it does so one i'm going to create a new lead doesn't matter how i create a new lead but if it notices a duplicate oh gosh what i have on e uh what else do we have there we go so once it fine once my duplicate matching rule finds a match it could stop me right here and say do you want to view your duplicates that's the other person you're trying to create right now look oh i converted iman he's a contact now so this lead is a duplicate of a contact you sure you want to create them or just do you want to just go to the record that exists so that's first step okay but let's say no no no no we're just gonna create the duplicate for whatever reason duplicate got created somehow so now as a rep when you look at a record you'll see this little pop-up and it'll indicate that you should view duplicates and again you can view duplicates and decide uh what you want to do okay or two when you find that little widget that widget will also tell you what you want you can't merge leads and contacts you'll need to convert the lead to a contact then you can merge them but you can at least stop working on this record and go straight to let's say the account and see everything about this customer account before you have to call them back so that's that's really it's just that widget on the side and when it finds a match you can see the multiple matches and then merge them using the wizard they're uh it's really just about notifying you and giving you that that visual indicator like that nice okay um just a couple more here this one's from erin so she wants to know a little bit more about kind of if that contact if you're kind of duplicating and the contact already exists so she says is it beneficial for mark marketing-wise to enter the inquiry as a lead or just add the inquiry as a task under the existing contact or even better if we had a way to do the same type of lead function under the existing contact what she says she has a use case here she's what we're running into is that we have to do is that we have to do more research if it comes in as a lead to see our history with the contact and not sure to put it to put and not sure to put our activity in with that contact under the lead or the existing contact all right yeah if you're the same person you don't need a lead record if they're the same person iman is your contact and then iman goes on your form and then there's a new iman lead that's okay you look at the iman lead and it goes hey there's a duplicate oh there's a duplicate okay hey iman already existed as a company as a contact just you could almost just kill the lead right there so you might have a lead status for duplicate lead and just move on dead move on or some of it so you can put them into nurture statuses that get them out of your queue or you can put it into identify this as a duplicate and just move on but no reason to work the lead and forget all the contact history so if it's really the same person no reason to keep the lead no reason to work on the lead just do everything on the contact if they're the same person uh if you're a business that sells to other businesses and let's say you've got a big account like sony and sony has thousands of employees right you might have a sony account with your 500 contacts online now a new person from sony found your company filled out the form and now there's a 501 bit first person from sony what are you gonna do it's this is a business decision it's not a technical problem if the same account manager for the global account is the person that you call that lead just skip the lead step make them a contact have them be a contact just like all the other contacts on their account and just have your rep that owns the account own that new content or your business could be different that new lead comes in it doesn't matter if their company already bought you're going to have your inside sales team reach out to this one new person well if a different person is going to reach out to this this new prospect anyway then it's okay to keep them as a lead separately let them do whatever they're going to do and when they finally get converted they're added to the account as a contact but if you know they're the exact same person don't treat them separately with two records because you're right you're going to have a bunch of history here some history there people are going to miss it don't do that just merge them and work off of one or immediately don't even care about the lead and only work off the con all right that makes sense and um yanov is asking can you stop people from creating duplicate contacts so for instance they don't allow them yep okay that's one of the settings in that's one of the settings in the duplicate matching rules is you block the creation of it but that blocking also applies to api calls it also applies to web to lead forms so people could go on your website hit a button and then the duke goes haha not so fast and it doesn't create the record and then you don't have the lead i don't like the idea of blocking i feel like it's it's too heavy uh if anything i'd rather you just flag the record and then later merge them later also if you have pardot there's a widget that you can put on the page this isn't it this isn't it but it would look like this there's a widget you could put on the page that goes here are the leads that look like they belong on this account and so if you have pardot pardot can help you find all the leads and map them to the right accounts if you're an account manager if that works for you right jerry's asking can you create a job to generate a list of duplicate leads he says like vlookup does if you're using our standard deduping tools it would it would identify them for you would flag them for you uh but if you you but you could i guess but no i would i don't technically can you do it sure should you do it no our standard feature will flag them for you you'll just run a report on the flags we generate there are if you already have a lot of bad data 50 000 records and most of them are duplicates our tool will help you manage new duplicates but there are app exchange apps that will help you go in right now and just clean all the existing bad data so you may just want an app exchange app um like dupe catcher or there's so many out there that will help you do that if you have a current bad data problem okay and just to clarify for frankie here she wanted to know is salesforce engage only you if you have pardot so do you only get salesforce engaged only if you have pardot or does it work with salesforce to be able to send campaigns salesforce engage is a part of pardon you can still have campaigns and you can still send emails but you're not using pardot to do it uh engage is a part of pardon all right i think that covers it so that's it just 40 minutes according to the questions were longer in the webinar is that it um yeah so so jerry i think his use case here he says if someone loaded a a bunch of leads without the duke catcher running so he was asking about could you ever want to create a job to generate a list of duplication leads like vlookup does he's saying what if someone yeah um the standard feature set isn't great at that the dupe catching rules aren't going to go back and do that very well if you can create a job that finds it and flags it you're you can but it's a lot of effort i think to create your own job that would do it if you have a lot of bad data right now i think it's in your best interest to go to the i'll just show you go to the app exchange literally search the word duplicate uh they're just so many apps i haven't played with nearly most uh nearly enough of them but i would use one of them these are designed to help you clean up existing dude there are just so many and they all have various different prices some are free some are paid uh some do different things but i would i would definitely recommend looking like duke blocker demand tools uh or you know cloud dingo these are the three i've probably heard of the most and they get good reviews so if you have a current bad data problem one of these apps is probably your path of least effort to get everything cleaned up okay i think that's all we got yeah you did it that's it all right well look uh thank you so much for coming i really really would appreciate the feedback on this whole coronavirus set of webinars for next month crystal i kind of have to make a decision on in the next two days and hearing from you directly would really help me decide if that's relevant or if it's just it's crazy talk you know so please please take a second fill out a survey let me know if this session was relevant and helpful and let me know what kinds of things you think would be most timely and relevant for your business in the next month all right uh if you're not sure what products you have or don't have or what addition you're on check out the web store you can go to the store see your own invoices see what you're paying see what products you have you can log cases with support and if you need to reach out to your account executive because you're interested in part odd or something you can do that from there uh and every tuesday every thursday it's me and crystal doing something i am taking next week off my family and i had a disneyland trip planned which isn't happening but i'm still i still got a toddler at home so i'm going to be doing that next week uh we'll be back for office hours and then i don't know what we're going to schedule yet i really want to wait and hear from you what makes sense for next month thank you all for coming i hope this was a good use of your time uh be safe and i'll see y'all next time bye