Cloud Kicks is launching an outbound sales campaign to identify potential prospects for its new product. The marketing team has sourced a list of leads for each territory. Cloud Kicks wants to use Salesforce for these tasks:
1. Call center agents call the leads on the list.
2. Agents capture notes from the conversation.
3. Salesforce will automatically present the next lead in the list.
4. Agents should leave a voicemail if the customer is unavailable.
5. Agents call the customers back who were unavailable.
Cloud Kicks likes to have its supervisors coach the consultants based on the call transcripts.
Which Salesforce product should the consultant recommend?
Click on the arrows to vote for the correct answer
A. B. C. D.A
Based on the given requirements, the Salesforce product that best suits the needs of Cloud Kicks is the Sales Cloud. Let's go through each requirement and explain why Sales Cloud is the appropriate recommendation:
Call center agents call the leads on the list: Sales Cloud includes features like a built-in dialer that allows call center agents to make outbound calls directly from Salesforce. It provides a comprehensive platform for managing and tracking sales activities.
Agents capture notes from the conversation: Sales Cloud includes a robust set of tools for capturing and managing customer information. Agents can easily record notes and details from their conversations with leads using standard objects like the Task or Activity object. These notes can be attached to the respective lead or contact record for future reference.
Salesforce will automatically present the next lead in the list: Sales Cloud offers lead assignment and lead routing functionality. It can be configured to automatically assign leads to specific agents or territories based on predefined criteria. This ensures that agents are presented with the next lead in their assigned list, streamlining the outbound sales process.
Agents should leave a voicemail if the customer is unavailable: Sales Cloud integrates with telephony systems and offers a feature called Voice Call Transfer. With this feature, agents can leave pre-recorded voicemail messages for leads who are unavailable. This ensures consistent messaging and saves agent time during the calling process.
Agents call the customers back who were unavailable: Sales Cloud provides a complete view of customer interactions and engagement history. Agents can easily track and manage follow-up calls with leads who were previously unavailable. They can access call history, notes, and other relevant information to provide personalized and effective follow-up conversations.
Based on these requirements, the Sales Cloud provides the necessary functionality and tools to support Cloud Kicks' outbound sales campaign. It offers features for calling leads, capturing conversation notes, automatic lead assignment, voicemail capabilities, and follow-up call management. Therefore, the recommended Salesforce product is D. Sales Cloud.