Salesforce Product Recommendation: Service Cloud
Question
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?
Answers
Explanations
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A. B. C. D.D
Based on the given requirements, the Salesforce product that the consultant should recommend is D. Salesforce High Velocity Sales.
Salesforce High Velocity Sales is a solution designed specifically for outbound sales teams. It provides a set of tools and features to streamline the sales process and increase productivity. Let's analyze how each requirement aligns with the capabilities of High Velocity Sales:
Call center agents call the leads on the list: Salesforce High Velocity Sales allows call center agents to efficiently make calls to leads. It provides a dialer that enables click-to-call functionality, making it easy for agents to initiate calls directly from within Salesforce.
Agents capture notes from the conversation: High Velocity Sales provides a feature called Sales Cadences. Within a Sales Cadence, agents can document notes and details from their conversations with leads. These notes are recorded as activity records associated with the lead's record in Salesforce.
Salesforce will automatically present the next lead in the list: High Velocity Sales offers a feature called Sales Cadences, which allows you to define a sequence of steps for sales reps to follow. Each step in the cadence includes a set of tasks or actions. With this functionality, Salesforce can automatically present the next lead in the list to the agent after they complete their current task, ensuring a smooth workflow.
Agents should leave a voicemail if the customer is unavailable: High Velocity Sales includes voicemail drop functionality, which allows agents to leave pre-recorded voicemail messages with a single click. If a customer is unavailable during a call attempt, the agent can quickly leave a voicemail using one of the predefined voicemail messages.
Agents call the customers back who were unavailable: High Velocity Sales provides a callback queue feature. When a customer is unavailable during a call attempt, their record can be placed in a callback queue. Agents can then easily access the callback queue and prioritize making follow-up calls to those customers who were unavailable in previous attempts.
Additionally, High Velocity Sales allows supervisors to coach the agents based on call transcripts, which aligns with the requirement for Cloud Kicks. Managers can review call transcripts, provide feedback, and offer guidance to improve the sales team's performance.
In summary, Salesforce High Velocity Sales encompasses all the required features for Cloud Kicks' outbound sales campaign. It provides the necessary tools for agents to call leads, capture notes, leave voicemails, and follow up with customers. The Sales Cadences functionality ensures a structured workflow, and the callback queue helps agents prioritize their calls. Moreover, supervisors can leverage call transcripts to coach and mentor the sales team effectively.
