Leads

• Leads are prospective contacts that need to be contacted before converting them to a Contact.
• Most often, they are phone and web inquiries that need follow-up.
• All Leads should be contacted within 24-48 hours, excluding weekends and holidays. 
• Salesforce Users always have the ability to qualify an individual directly as a Contact without first being a Lead. 

Leads Status

• New – Lead is created but no action has been made yet to follow up.
• Contacted – Lead Owner has reached out to the Lead.
• Closed – Lead Owner has contacted the Lead, inquiry resolved, and Lead does not qualify to be Converted into a Contact.
• Converted – Lead Owner determines the Lead qualifies to be a Contact.
• Note: The Lead Owner is instructed to mark each stage in the process. 

Creating Lead on Existing Account 

• Select Leads Object / Tab on Navigation Bar, Select New 
• Lead Information:
  1. Complete the New Lead form with as much detail as possible.
  2. Search / Select Existing Account name in Company field.
  3. Be sure to add the last name to the Administrative Account field.
• Address Information: Street address when possible. City, State Required.
• Additional Information: Be sure to select the most appropriate Lead Source.
• Description Information:
  1. Enter detailed information about the Lead Inquiry and the organization description. 
  2. Note: The text entered into this Inquiry/Description field will carry over to the Contact (person) if and when this Lead is converted into a Contact. 
• “Assign using active assignment rule” Checkbox
  1. Office of Business Engagement staff only
  2. When checked it sends this Lead to “Unassigned Leads”. OBE staff are notified of this action via email and prompted to review the Lead. The OBE staff User who takes the Lead will Change Owner to themselves. Find the Down Arrow on the right of the page layout to Change Owner.
     
     
     
     
• Select “Save”

Creating Lead on New Account 

1. Select Leads Object / Tab on Navigation Bar, Select New 
2. Lead Information:
   • In Company Field - Select New Account (Lead Owner is navigated to New Account form)
   • Complete the New Account form in as much detail as possible – including the Organization Description. This description will populate in the Account record.
   • SAVE
3. Return to New Lead Form
   • New Account will appear in the Company field.
   • Complete the New Lead form with as much detail as possible.
   • Search / Select Existing Account name in Company field.
   • Be sure to add the last name to the Administrative Account field.
4. Address Information: Street address when possible. City, State Required.
5. Additional Information: Be sure to select the most appropriate Lead Source. 
6. Description Information:
   • Enter detailed information about the Lead Inquiry and the organization description. 
   • Note: The text entered into this Inquiry/Description field will carry over to the Contact (person) if and when this Lead is converted into a Contact.
7. “Assign using active assignment rule” Checkbox
   • Office of Business Engagement staff only.
   • When checked it sends this Lead to “Unassigned Leads”. OBE staff are notified of this action via email and prompted to review the Lead. The OBE staff User who takes the Lead will Change Owner to themselves.
8. Select “Save”

Convert Leads on an Existing Account 

1. NEVER Use the “Choose Existing” fields (see image below).
   • Unfortunately, this is a limitation in Salesforce – while we NEVER use it, we are not able to remove it. 
2. Always use “Create New” and create an Administrative Account for the Lead Contact (Person).
   • Never edit the Administrative Account Name. 
3. Select “Convert”.
4. Lead Owner will see the Existing Account populated in Affiliated Accounts. 
5. Activity such as New Events / New Tasks from the Lead will populate in the Contact record.

Convert Leads on a New Account 

1. NEVER Use the “Choose Existing” fields (see image below).
   • Unfortunately, this is a limitation in Salesforce – while we NEVER use it, we are not able to remove it. 
2. Always use “Create New” and create an Administrative Account for the Lead Contact (Person).
   • Never edit the Administrative Account Name.
3. Select “Convert”.
4. Select the Contact Name – navigating you to the Contact record.
5. Lead Owner will see the New Account populated in Affiliated Accounts. 
6. Activity such as New Events / New Tasks from the Lead will populate in the Contact record.
   
   

Closing Leads

• Lead Owner determines the Lead does not qualify to be a Contact.
• Closed Leads will remain in Salesforce in the Closed Leads list.