[image - screenshot of new contact form]
Connect that contact to an account (Salesforce requires this to save)- If there is no community or organization, select "Unknown Account"
Choose the point of entry from the options availableSave the new contactCreate the first RR activity record
- Open the contact just saved (or found through searching)
- In the Open Activities related list, click the button to create a "New Task"
[image - screenshot of contact record with Open Activity related list] - Enter the task subject as "RR Follow up; Contact Name"
- Copy any message from the contact into the comments area
- Assign the task to the coaching triage lead - Kitty Jerome
Accepting the new RR task
- The coaching triage lead (Kitty) will assign the task to a member of the coaching staff.
- The due date for the task must be 48 hours from the time of the first contact.
- The assigned coach will see the task appear on their Salesforce homepage
[image - screenshot of 'my tasks' on Salesforce Home tab] - Some Salesforce users may also have email notifications enabled and learn of the task that way
- The assigned coach opens the task
- Click the name of the contact in the "Related to" area of the task record to see the contact record
- The coach will take ownership of the contact by changing the contact owner to their name
Completing the new RR task
- From the contact record the coach can click the RR task and review the initial message from the contact.
- The coach takes the appropriate steps to reach out to the contact, ideally within the 48 hour task due date.
- After making contact, the coach returns to the contact record
- Click the "Log a Call" button in the Activity History of the contact and enter details about the interaction with the contact
[image - screenshot of contact record showing Activity History] - The coach can then open the initial RR task in the activity history
- Change the task status from "Open" to "Completed" and save the task
- Notify the coaching triage person (@Kitty Jerome) using the Chatter feed at the top of the contact record.