Telesales Console User Guide: Accessing and Utilizing Key Features

Posted on Sep 9, 2024 in Computers

1. Accessing the Telesales Console

1. How Do I Access the Console?

Step 1:

• Log in to Salesforce.com.
• On the top right-hand corner of the screen, you should see the “App” dropdown. Click on it, and a list similar to the screenshot below will be displayed (depending on your security settings, this may vary). Click on “Telesales Console”, and the Sales Cloud console should be displayed.

Note: The telesales agent performs this action to access the console. Salesforce will keep this as the default setting going forward.

A screen similar to the one shown below should appear.

Step 2: Key Features of the Screen

1. This section shows the module you are accessing. Click on the dropdown to toggle between Leads, Accounts, Opportunities, and Reports. In this manual, we will focus on the Accounts and Leads sections.
2. 
   This dropdown displays the daily and monthly call lists:
   1. My Calls: This displays the number of accounts assigned for callback on a daily basis. (Telesales agents need to check this list daily and close accounts listed here.)
   2. Monthly List: This displays the number of accounts scheduled for callback for the entire month (15th-15th cycle).
3. This section displays the number of qualified accounts grouped by rule name. All accounts are sorted in descending order by revenue.

1. Leveraging Console Features

Step 3:

• Click on any account from the My Calls list.
• A new screen should appear, as shown below.

• Based on your screen resolution, you can drag and drop or minimize each section to maximize space utilization.
• Click on the areas below to minimize sections. These settings will be saved for every time you log into Salesforce.

1. Features of the Left-Hand Panel

1. 
2. Refresh: Click this button to refresh the account list. (Button functionality is explained later.)
3. Collapsible Section: This button helps reduce scrolling in the left-hand panel. Click it to collapse a section.
4. Visual Indicators: These indicators show how old an account is or how long it has been on the agent console without being called. This helps agents prioritize daily calls.

Key:

• New Accounts – Green
• 1 Week Old – Amber
• 2 Weeks and Older – Red
• The highlighted section indicates that you can click on any underlined account name to get detailed information about the account in the middle section of your screen.

1. Recording Calls

Step 4: How to Record Calls Made to Customers/Accounts Qualified by the Rule Engine

• When an account is assigned to the “My Calls” list, there will be an open task associated with it, with the subject “Company Name – Follow Up”. This should be visible in the Open Activity section, as highlighted below.

Non-mandatory Step:

• Let’s assume the agent calls the customer but they are unavailable and request a callback the next day. The agent will create a new task in the system indicating a follow-up call for tomorrow. This can be done from the Interaction Log section, available in the console view, as shown below.

1. New Task: Click this button to create a new task. This is used in scenarios where a follow-up is needed, to set up meetings for a future date, or to set a reminder against a customer/account.

• Continuing with our example, the agent creates a task stating that a follow-up call needs to be made tomorrow. To do this, the agent clicks on “New Task” from the Interaction Log section, and a new screen appears, as shown below. Once the details are entered, click on Save.

• In the screenshot below, you’ll see two open tasks: the first is system-generated, and the second is the follow-up call for tomorrow, created by the agent.

• The next day, when the agent logs in, there will be a pop-up from Salesforce regarding the follow-up. (If the pop-up doesn’t appear, check if your browser is blocking pop-ups.)
• Since this is a reminder the agent created, they can close it at any time. (Note: Remember to close the reminder, or it will remain as an open activity.)

1. Noting Call Results and Removing Accounts from the Console

Step 5:

• An account is considered complete only when the agent closes the system-generated task and notes the final conclusion with the customer. To do this, the agent follows the steps below.
• Assume the next day, the agent calls the customer, speaks with them, and the customer informs them that they recently requested a quote and are not interested right now.
• The agent has now successfully completed a sales call and needs to close this account. To do this, the agent selects the Type, Next Actions, and Additional Information from the Interaction Log and saves it. This completes the cycle for closing the account.

• Save: Enter the Type, Next Actions, and Additional Information, then click Save. This will close the system-generated task and remove the account from the callback list. (This signifies that the agent has successfully interacted with the customer, and the outcome is noted in the Activities section for the telesales manager to track.)

• You’ll notice that the system-generated task has been closed and moved from the Open Activity section to the Activity History section.

• Click the “Refresh” button on the left-hand panel, and the account name will no longer be displayed, confirming that the call to this customer has been completed.