🎥 Premium/Standard Session 1, Live Class Recap and Recording

Mar 7 (edited) • 🎥 LIVE CLASSES RECORDINGS

📢 Recap of Our Session – Understanding the Sales & Service Process in Salesforce

Hey Team,

In our last session, we took time to refresh our understanding of Salesforce from a business perspective, focusing on how marketing, sales, and customer service teams use the platform to drive business success. The goal was to help you see Salesforce as a strategic tool that businesses use to attract, convert, and retain customers—and as Salesforce admins, your job is to customize and optimize these processes to fit different business needs.

RECORDING LINK AT THE BUTTOM OF THE PAGE

📌 𝐓𝐡𝐞 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠 & 𝐒𝐚𝐥𝐞𝐬 𝐅𝐮𝐧𝐧𝐞𝐥 𝐢𝐧 𝐒𝐚𝐥𝐞𝐬𝐟𝐨𝐫𝐜𝐞

📢 1️⃣ 𝐌𝐚𝐫𝐤𝐞𝐭𝐢𝐧𝐠: 𝐂𝐚𝐩𝐭𝐮𝐫𝐢𝐧𝐠 𝐋𝐞𝐚𝐝𝐬 𝐭𝐡𝐫𝐨𝐮𝐠𝐡 𝐂𝐚𝐦𝐩𝐚𝐢𝐠𝐧𝐬

In business, marketing plays a crucial role in attracting potential customers (leads).

Companies use campaigns (email marketing, social media ads, webinars, Google ads, trade shows, etc.) to reach new prospects.

These campaigns are tracked in Salesforce under Campaigns, where marketing teams can see which efforts generate the most leads.

📝 2️⃣ 𝐇𝐨𝐰 𝐋𝐞𝐚𝐝𝐬 𝐄𝐧𝐭𝐞𝐫 𝐒𝐚𝐥𝐞𝐬𝐟𝐨𝐫𝐜𝐞

A lead can enter Salesforce in several ways, including:

✅ Filling out a form on a company website (e.g., requesting a demo, signing up for a newsletter)

✅ Attending a webinar or event

✅ Clicking on an advertisement and submitting their details

✅ Being added manually by a sales or marketing rep

Once a lead enters Salesforce, the system captures key details, such as their name, email, company, and the source of the lead (where they came from).

🔄 3️⃣ 𝐋𝐞𝐚𝐝 𝐀𝐬𝐬𝐢𝐠𝐧𝐦𝐞𝐧𝐭 & 𝐐𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧

Not all leads are the same—some might be high-value prospects, while others may not be serious buyers.

This is where Lead Assignment Rules come in:

Salesforce can automatically assign leads to different sales reps based on criteria such as geography, industry, or deal size.

This ensures that leads are sent to the right salesperson for follow-up.

The sales team then qualifies the lead to determine if they are genuinely interested.

📌 𝐓𝐡𝐞 𝐒𝐚𝐥𝐞𝐬 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐢𝐧 𝐒𝐚𝐥𝐞𝐬𝐟𝐨𝐫𝐜𝐞

🔄 4️⃣ 𝐋𝐞𝐚𝐝 𝐂𝐨𝐧𝐯𝐞𝐫𝐬𝐢𝐨𝐧: 𝐇𝐚𝐧𝐝𝐨𝐯𝐞𝐫 𝐭𝐨 𝐒𝐚𝐥𝐞𝐬

Once a lead is qualified, it is converted in Salesforce.

Lead conversion automatically creates:

✅ An Account (the company or organization)

✅ A Contact (the person within that organization)

✅ An Opportunity (the potential deal or sale being pursued)

At this stage, the sales team takes over to move the opportunity forward.

🚀 5️⃣ 𝐌𝐚𝐧𝐚𝐠𝐢𝐧𝐠 𝐎𝐩𝐩𝐨𝐫𝐭𝐮𝐧𝐢𝐭𝐢𝐞𝐬 & 𝐂𝐥𝐨𝐬𝐢𝐧𝐠 𝐃𝐞𝐚𝐥𝐬

An opportunity represents a potential sale and moves through different stages:

Prospecting (initial conversation)

Needs Analysis (understanding the client’s pain points)

Proposal Sent (sales team sends an official quote or proposal)

Negotiation (discussing terms, pricing, and contract details)

Closed Won ✅ (deal is successfully completed)

Closed Lost ❌ (deal is lost or put on hold)

Salesforce helps track and forecast revenue, ensuring the sales team knows which deals to prioritize.

📌 𝐓𝐡𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐢𝐧 𝐒𝐚𝐥𝐞𝐬𝐟𝐨𝐫𝐜𝐞 (𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐂𝐥𝐨𝐮𝐝)

📞 6️⃣ 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 & 𝐂𝐚𝐬𝐞 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭

After a sale is completed, customers often need support—this is where Service Cloud comes in.

If a customer has an issue, they submit a Case (which can be created via email, web chat, or a support portal).

The service process includes:

✅ Case Assignment – Automatically routing cases to the right support agents.

✅ Case Escalation – If urgent, cases are escalated based on business rules.

✅ Case Resolution & Closure – Resolving customer concerns efficiently.

This ensures businesses deliver top-tier customer service and retain clients for future sales.

🔍 𝐖𝐡𝐲 𝐓𝐡𝐢𝐬 𝐌𝐚𝐭𝐭𝐞𝐫𝐬 𝐟𝐨𝐫 𝐀𝐝𝐦𝐢𝐧𝐬 & 𝐂𝐨𝐧𝐬𝐮𝐥𝐭𝐚𝐧𝐭𝐬

🔹 As a Salesforce Admin, understanding these business processes is essential because it allows you to:

✅ Customize Salesforce to match a company’s workflow (e.g., setting up lead assignment rules, customizing opportunity stages).

✅ Automate processes to improve sales efficiency (e.g., setting up lead conversion automation, sales forecasting, and reporting).

✅ Improve customer service workflows by automating case management and escalation rules.

📌 𝐍𝐞𝐱𝐭 𝐒𝐞𝐬𝐬𝐢𝐨𝐧: We will dive deeper into Lead Assignment Rules, case escalations, and automation to streamline the lead-to-sales-to-service process.

📍 Recording Link: [LINK HERE]

Stay focused, keep learning, and see you in the next session! 🚀🔥

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