Lead Management Basics
Leads should stay in this status until the first phone call is logged.
What is “New Status”?
This phrase means your work doesn’t count if it’s missing.
What is “If it’s not in Salesforce, it doesn’t count”?
The first thing you should ask in a live chat or inbound call.
What is the student’s name?
A contacted lead stays with the owner for this many days.
What is 30 days?
You must log this for every call made.
What is a call activity with notes?
You must reach out to all new leads by this deadline.
What is by the end of the business day they were received?
A voicemail counts as this type of activity.
What is contacted?
When a lead owner is busy, you should do this.
What is assist the student and take a detailed message?
After this number of days, a lead becomes available.
What is: Uncontacted 7 days
Contacted day 31?
This must include full thread and timestamps in Salesforce.
What are emails?
This must be checked before creating a new lead to avoid reassignment risk.
What is Name, email, and phone number?
A scheduled Calendly appointment counts as this.
What is NOT contacted?
If a lead doesn’t exist during chat, you must do this immediately.
What is create the lead in Salesforce?
Lead switch requests must be submitted within this timeframe after contact
What is the same day?
Chat interactions require this to be added to Salesforce.
What is the full transcript?
Too many duplicate leads can result in this consequence.
What is reassignment or loss of credit?
Day 1 of last activity calculation starts when?
What is the day after the last activity?
You must notify the lead owner using this tool during an active call/chat.
What is Slack?
Before requesting a lead switch, you must do this in Salesforce.
What is log a task with notes and attach documentation?
This action ensures follow-ups are properly tracked.
What is creating tasks and marking activities complete?
Leads can be redistributed by leadership if this happens.
What is unworked or not contacted leads?
This type of interaction must include summarized notes in Salesforce.
What is voice-to-voice (V2V) conversation?
Deviating from required scripts results in losing this opportunity.
What is the ability to request a lead switch?
Final decisions on lead switches are made by this role.
Who are Enrollment Managers (EMs)?
This must be logged even if it happens outside Salesforce systems.
What are timestamps from Outlook, Vonage, or transcripts?