Engage with Prospects
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the Outreach List and Actionable List Engagement features.
- Configure Outreach List.
- Set up Actionable List Engagement.
- Describe how sales agents contact prospects and update their status with Outreach List.
- Explain how sales agents can use Actionable List Engagement to engage with prospects.
Contact Prospects and Engage with Them
Sales agents bring actionable lists to life by contacting prospects and communicating the value of a product or service. This focused and personalized approach to prospect engagement helps sales agents understand the needs of prospects and build deeper relationships. And stronger relationships result in higher conversion rates leading to improved sales performance.
To build such lasting prospect relationships, sales agents can rely on the Outreach List and Actionable List Engagement features that are part of the Sales Innovations offering.
Explore Outreach List and Actionable List Engagement
Start by examining Outreach List. Here’s an example screenshot showing Outreach List containing prospects for the R1 Pro Max scooter.
Outreach List streamlines prospect interaction by providing a prioritized and consolidated list of prospects that sales agents contact or follow up with to achieve customer conversions.
With Outreach List, sales agents can see the list of assigned prospects in an accordion view. Each section in the accordion view shows the engagement status of the prospects and the number of prospects in the section. Sales agents can collapse or expand the sections to focus and view specific prospects. The feature also helps sales agents to:
- Review prospect details in split view.
- See the associated prospects of other assigned actionable lists.
- Find a prospect quickly by searching for them.
- Contact prospects easily through calls.
- Specify the engagement status of prospects to ensure transparency and update stakeholders on the progress of engagements.
In addition to helping sales agents contact prospects, Sales Innovations enhances prospect engagements and improves conversion rates by providing structured guidance to sales agents through the Actionable List Engagement feature.
The structured approach boosts the confidence of sales agents by helping them communicate important messages articulately, take actions instantly, handle difficult situations effectively, and perform all the prescribed steps without any omissions. Consequently, the prospects experience consistent interactions with the contact center, regardless of which sales agent they interact with.
The Actionable List Engagement feature appears on the prospect’s record page. Examine this example screenshot of the feature showing information regarding prospect engagement for sales agents.
The example in the screenshot shows a pre-call compliance check, but structured guidance can include much more. See this table for an example.
Stage |
Tasks |
|---|---|
Pre-call |
Before interacting with a prospect, a sales agent goes through a compliance check to ensure that they’re compliant with their company’s prospect engagement policies. For example, to help the sales agents at Ursa Major prepare for the call, this stage can also provide reference material about the new scooter R1 Pro Max. |
Call |
During the call, the agent performs these tasks.
|
Wrap-up |
After the call, the agent performs these tasks.
|
Configure and Use Outreach List and Actionable List Engagement
Here’s how Salesforce admin Maria Jimenez generally configures the Outreach List and Actionable List Engagement features.
- For sales agents to access Outreach List, enable the Outreach List tab. Give agents access to the objects that they need to use Outreach List. Enable the Read permission for the Actionable Lists, Actionable List Columns, and Actionable List Members objects and the Edit permission for the Actionable List Members object.
- Add Actionable List Engagement to the desired Account or Contact record page through Lightning App Builder.
- Give sales agents access to Omniscripts so that they can see an Omniscript in the Actionable List Engagement feature.
Maria is happy with the successful configuration of the Actionable List Engagement feature. The sales agent can now use these general steps to contact prospects, engage with them, and update their status.
- Open Outreach List from App Launcher or from the navigation menu.
- Select an assigned actionable list to view the prospects in it.
- Expand sections in the accordion view of Outreach List to view prospects.
- Select a prospect.
- Review the prospect’s details.
- Click
to contact the prospect, and engage with them by following the engagement guidance provided in the Actionable List Engagement feature.
- After the call, update the status of the prospect in Outreach List.
To learn more, see the Resources section.
In this unit, you learned how to configure Outreach List and Actionable List Engagement. Sales agents use Outreach List to contact prospects. The Actionable List Engagement feature provides engagement guidance to sales agents.
Head to the next unit to learn how list creators use Key Performance Indicator (KPI) Bar to track the performance of an assigned actionable list and Bulk Action Panel to efficiently process prospects.