Rules and Operations
To maintain a positive work-life balance and legal compliance, this is the maximum number of hours per week AMER SDRs are pre-approved to log in Workday.
What is 43 hours?
To protect an open or working lead from being touched by another rep, an SDR must establish this action, which shields the record for exactly 30 days.
What is Valid Touch?
This protective window kicks in immediately after an SDR opportunity "deads out," guarding the account for exactly 30 days so subsequent duplicate deals still yield credit.
What is Dead Opp Protection? (or DOP Window)
When a teammate accidentally works an account, contact, or lead where you have already established the right to work, it is known on the floor as this.
What is a Toe-Step?
This Hawaiian word, meaning "family," is used extensively across Salesforce to describe our deeply rooted culture of taking care of one another, our customers, and our communities.
What is Ohana?
If an AE asks you to build a net-new Account from scratch for them, you must inform them it's against ROE and direct them to this specific Slack channel.
What is #amer-sdr-smb-account-creation?
When an SDR establishes a valid touch on an inbound 800 number call, the temporary protection window granted to them to create an opportunity lasts for this exact amount of time.
What is 90 minutes?
This specific hashtag must be used when requesting SRO credit for a New Business Webstore that successfully closed within 30 days of your valid touch on the account.
What is #SR_IND_WEB_Rule1?
This high-priority type of incoming engagement completely trumps both standard 30-day protective windows and dead opp protection, provided it is handled within the outreach window.
What are Live Chats and 800s?
This is the official name of the multi-directional, public-facing accountability framework that Salesforce uses annually to align company-wide goals, tracking Vision, Values, Methods, Obstacles, and Measures.
What is the V2MOM?
To prevent immediate flag reviews, SDRs are strictly prohibited from manually assigning their own name to this specific field on an Opportunity.
What is the SR Owner?
If a prospect record indicates an explicit "Do Not Call & Email Opt-Out," the rules dictate you are permitted a maximum of this many total touches per method before dropping it.
What is 1 call and 1 email?
To claim individual attribution on a subsequent New Business or Current Customer opportunity, the duplicate product line must make up at least this exact percentage of the total ACV.
What is 50%?
If an inbound receiving SDR walks a customer through a live purchase on the phone, they must log this exact hashtag on the 00-Webstore opportunity to claim their SRO.
What is #SDRLIVEWEBSTORE?
This is the name of Salesforce’s primary, suit-wearing raccoon mascot who welcomes users to the Trailhead ecosystem.
What is Astro?
If a prospect submits a form or calls in expressing interest in Marketing Cloud, you must immediately halt the flip and get approval from this specific workflow.
What is the AMER SDR Fraud Inspection Request?
When working with Current Customer Accounts, an SDR must convert the lead into the account within 30 days and is strictly prohibited from ever assigning them this specific lead status.
What is Archived?
When reviewing a subsequent AE-generated opportunity for SRO credit eligibility, you must confirm that the new deal has an Active Opportunity Volume (AOV) higher than this exact dollar amount.
What is $0?
Following correct naming conventions, this is the exact format string required for an opportunity with "Smith & Co" adding 2 new PE + Inbox Licenses.
What is Smith & Co - (+2) 2 PE + Inbox?
These five distinct guiding concepts or values that Salesforce abides by, what are they? (hint: there are 5)
What are Trust, Customer Success, Innovation, Equality, and Sustainability?
When executing a manual GRB alignment search for an AE, this specific object is what you must search and filter by after entering the zip code.
What are Territories?
If an AMER SDR identifies an lead that speaks a language other than English but the company's HQ address is in the US or Canada, this is the title of the reference document they must check to find the correct AE.
What is the Foreign Language Speakers doc?
For smaller accounts where SDRs cannot create deals (1-5 FTE), a "Qualified to Stage 1" disposition is protected for 30 days starting from this exact activity date.
What is Qual Note Create Date?
When a S1 opportunity has officially stalled for 30 days without AE engagement, an incoming SDR must drop a notification on the record tagging the old rep and both managers using this exact communication too in order to work the lead.
What is Chatter?
This exact word is defined as the psychological opposite of paranoia—the distinct, optimistic belief that the entire universe and everyone in it is actively conspiring to help you succeed.
What is Pronoia?