Lead managment is complex when it comes to existing contacts. Explore three options for smarter lead management with Account Engagement …
1. Challenges of re-qualifying existing contacts:
– Account Engagement cannot re-assign Salesforce records
– Account Engagement will not create duplicates in Salesforce
– Reports cannot include both Leads and Contacts
2. Option 1: Use Opportunities:
– Create a new Opportunity Stage for pre-qualified or marketing qualified contacts
– Use External Action or Salesforce Flow to create an Opportunity at this stage
– Pros: Uses native Salesforce functionality, recommended by Salesforce, easy to report
– Considerations: Requires two automated processes, requires Opportunity Contact Roles, advanced setup for External Actions and Flow
3. Option 2: Use Tasks:
– Use Completion Actions or Engagement Program action to create a Task when contact qualifies
– Pros: Uses native Salesforce functionality, easy to set up from Account Engagement, consistent process
– Considerations: Limited customization for bespoke processes, low adoption if Sales not already using Tasks, no merge fields or dynamic content
4. Option 3: Always create a new Lead:
– Trigger a new Lead to be created even if contact already exists
– Useful for sales processes heavily reliant on the Leads object or with complex customizations
– Example: Send all activity to an SDR team for qualification without reassigning existing customers
– No further details provided
5. Considerations for all options:
– Each option has its own setup requirements and considerations
– Choose the option that best aligns with your organization’s sales process and customization needs.
You can read it here: https://sfdc.blog/dbfQH
Source from nebulaconsulting-dot-co-dot-uk