Salesforce - Lead Management
- Carrie Felton
Analytics
View Leads
To view Leads in Salesforce, navigate to the Lead object in your app, or search for Leads from the waffle in the top left.
Within the Lead object, you’ll see the Leads list views available to you. View Lead records by clicking on the Lead Number blue hyperlink.
You can always Clone the provided views to create a customized list view. Find more information on list views here: Salesforce - List View Walkthrough
Create a New Lead
When we need to manually generate a Lead on behalf of a user, create a new Lead in Salesforce.
Navigate to the Lead object
Click ‘New’
Completed required fields & Save
A few notes about fields
Company is a required field on Lead. Most Leads or potential students at UCL will not have a company to associate with. To meet the requirement, you can write “N/A” or their first and/or last name in the Company field.
For a new Lead, the Status should be Open. When you contact a Lead or support them through their process, you will move them forward through the other statuses.
Lead Source helps keep track of where our Leads come from. Select the value closest to your Lead’s path to reach you. If we need to add values, please submit a request to uclsupport@utah.edu, and the Digital Learning team will help you with the update.
By default, a Lead will be assigned to you when you manually create a new Lead. You will have the option to change that later on.
Add a Lead to a Campaign
Once you have created a new Lead, you can add it to a Campaign. It is the same process if an existing Lead needs to be added to an additional Campaign.
On an individual record
If you are on a specific record, such as one you have just created, you can add that Lead to a Campaign from there.
You can hover over Campaign History to save clicks, click on Campaign History to open a new tab in Salesforce, or navigate to the Related tab and scroll down to Campaign History. Whichever path you prefer, you can accomplish the same thing.
Click Add to Campaign and select the Campaign to add the Lead to.
Determine the Status of this Lead related to the new Campaign. The default value for new Leads is Sent. \
Add any necessary comments and click Save at the bottom when you finish your comments.
Once you click Save, your Lead has been added to your identified Campaign.
From a List View
You also have the option to add multiple Leads to a single campaign with ease. Navigate to a list view with your intended Leads listed.
Select one or more Leads in the left column. Click Add to Campaign in the top right corner.
Select your existing Campaign by typing at least three letters in the Campaign Name.
Set your Member Status according to your interaction with the Lead. The default value for new Leads is Sent. If the Lead is already in the Campaign you identified, you can keep the existing Status or overwrite it with an updated status value.
Queues
A Queue is used to assign a record to a group of Users. Leads are assigned to a Queue when we know which team will be responsible for supporting the Lead.
Queue | Queue Email |
|---|---|
Go Learn Queue | |
ProEd Queue | |
UOnline Queue |
For Leads generated automatically, a Queue will generally be assigned as the Owner.
Change the Lead Owner
Change Owner
Change Owner from List View
Select the arrow menu on the record you want to Change Owner
Change Owner Button
Navigate to a Lead record (click on the Lead Number hyperlink)
Click the Change Owner button in the top right
Select the User or Queue to assign ownership
Check the box to send an email notification to the new Lead Owner as needed.
Activities
Activities are enabled on Leads, so you can send emails, schedule tasks, and record meeting and phone call notes.
To learn about how to create Tasks, send Emails, and more within Salesforce, you can find general information about Activities and Chatter here: Salesforce - Activities and Chatter
Convert a Lead
When you finish working with a Lead, you should convert your Lead to a Contact. This allows you and others within UCL to keep track of an individual's progress from an interested party to someone with enrollments, contracts, or other lasting interactions with UCL and the University as a whole.
In the top right corner of your Lead, click Convert.
You will see a new screen asking for details about your conversion.
Start with Contact.
Contact
Before you convert, check for an existing Contact record. Sometimes, the system will identify a match for you.
If a match is identified, confirm that the information is correct and use that Contact record. Update the Lead Source as needed.
If the system does not find a match for you, check for an existing record manually by searching name, email, or uNID according to what information you have.
The information from your Lead will pre-populate the conversion fields. If you cannot find an existing Contact record, use the fields and determine the Record Type. If you have a uNID for the Lead or expect them to enroll in a class soon, use PeopleSoft Contact. Otherwise, use General Contact.
Other fields are mapped from Lead to Contact behind the scenes and will update as needed. Any existing Campaign information or Tasks will transition to the new or existing Contact you have chosen.
Account
Account is easier than Contact because you have already done the work. Match your Account selection to your Contact selection.
If you matched with an existing Contact, search that Contact’s name in the Account Search box and select the Administrative Account connected to that Contact.
If you create a new Contact, leave the Account as is. Salesforce has some automagic configuration that will generate the correct Administrative Account for your new Contact.
Other Conversion notes
If you have access to the Opportunity object, you can create an Opportunity at the time of conversion. Fill in information according to your needs. By default, no Opportunity will be made.
You can define the Owner if you have to create any new records. By default, Salesforce will indicate the current Lead owner. Any existing records will retain their existing Owner.
Pro tip! You can select the Continuing Ed Systems user as a record owner to simplify notifications for yourself and others. This is not required, but it can make your life easier.
You should only have one Converted Status. Select the status according to your business process if you have more than one.
Unqualified Leads
If a Lead doesn’t work out, mark them as Unqualified anywhere you see the Status field. This indicates that the Lead will not go anywhere further and does not need additional interaction from you or your team.