Integrated lead management lets you manage the entire life cycle of a business contact from an unknown entity to a client.

A lead is a person who may be interested in purchasing a product or service.

NexJ Customer Relationship Management streamlines the process of importing, distributing, scoring, contacting, and converting leads using lead management functionality.

Leads are managed in the following workspaces:

• Leads workspace

• Call Lists workspace

   A call list is a list of contacts or leads for the user to call to communicate about a particular topic.

Lead management process

The lead management process enables you to add and configure leads.

The following diagram shows the high-level workflow for lead management.

The leads management process enables you to:

1. Add new leads using the Leads workspace or import leads in bulk.
2. Manually assign owners to leads or distribute leads to automatically assign owners to leads.
3. Manually match imported leads to existing leads or use the automated matching process.
4. When you add a lead, it is automatically scored using the scoring rules configured by business administrators.
5. Add leads to call lists to associate them with sales-related activities and communicate with leads.
6. After you have worked on leads, you can:
   • Qualify leads as contacts
   • Archive leads that you do not want to pursue
   • Delete leads to permanently remove them

Leads workspace

The Leads workspace lets you view and manage the active leads that you have access to in your system.

In the Leads workspace you can:

• Add new leads.
• View, edit, archive, delete, export, and bulk delete leads.
• Assign or distribute leads to owners.
• Add leads to call lists.
• Create call lists.
• Convert leads to contacts and opportunities.
• Manage additional activities for leads.

The Leads workspace is divided into the following sections:

• The chart zone on the top contains three charts, illustrating the leads in your system:

  Lead Source by Month
  Displays the breakdown of leads in your system by their source.
  Leads Converted by Week
  Displays the number of converted leads per week.
  Lead Status by Month
  Displays the status of the leads in your system by month.

• The leads panel contains filters that let you control which leads are displayed in the workspace. You can use a user-defined filter, filter by email or last name, or use additional advanced filter criteria. The leads panel also contains a list of leads. Only leads that meet the filter criteria you specify appear.
• The details zone on the right is divided into two areas:

  Details
  Contains the lead banner. Displays the lead's personal information, associations, score, and attributes.
  Activities tab
  Displays activities such as meetings, phone calls, and appointments involving the lead and the contact the lead is associated with, if applicable.

Lead banner

The lead banner appears in the details zone in the Leads workspace. It displays the selected lead's personal information.

The lead banner contains:

Details area
Contains personal and business information about the selected lead.

Personal information
Contains information about the lead, including the lead's first and last name, company, telephone number, primary email address, and address.

Lead details
Contains system details about the lead, including the lead's ID, status, and owner.

Lead attributes
Lead attributes highlight the products or services that interest the lead, and indicate from where the lead was drawn into the system. There are four attributes in the details area:

• • Market segment
  • Sales concept
  • Source type
  • Source

Badges
Badge icons appear in the banner if a lead has any related leads or contacts in the system.

Related Leads
A related lead is a lead that shares the same first name, last name, phone number, or email as the new lead. Hover your cursor over the lead icon to display a tooltip containing a list of all the related leads in NexJ CRM for the selected lead.
Related Contact
If the selected lead already has a contact in the system, this badge appears in the lead banner.

Lead score
The lead score represents a lead's potential to generate revenue. Leads with a high lead score are more likely to become a client or customer than a lead with a lower score. Lead scores are automatically calculated by NexJ CRM based on the rules you have configured.

Related links

Lead scoring

Adding leads

You can add new leads to NexJ Customer Relationship Management from the application toolbar. This allows you to add leads from any workspace.

To add a lead:

1. Click the Add buttonand click the Add Lead button in the navigation toolbar.

   You can also click Add Lead above the leads list on the Leads workspace to add leads.

   
   The Add Lead dialog opens.

2. Complete the available fields with personal and business information about the lead.

   For a lead to be valid, you must include a first name, last name, sales concept, source type, at least one communication method, and an owner.

   Phone numbers display using the following international format: + <countryCode> <nationalDestinationCode> <subscriberNumber>. When you enter a phone number, the phone number will be validated for the country that you have selected. If the number is invalid, you will be prompted to either enter a valid phone number for the selected country or select Unspecified in the Country field in order for your number to be accepted.

3. [Optional] If you want to create this lead from an existing contact:
   1. In the Matched Contact field, click the Select button .
      The Select Person dialog opens.
   2. Select a contact, then click OK.
      The Select Person dialog closes and the Match Lead to a Contact dialog opens.
   3. [Optional] Click More Details to preview the selected contact's information.
      The contact's information displays.
   4. Click Yes to confirm that you want to populate the lead with information from the contact.
      The Match Lead to a Contact dialog closes and the lead populates with information from the matched contact.

4. [Optional] If you want to change the lead's owner, hover your cursor over the current owner's name and click the delete button . You can then select a new owner for the lead.
   

   When you add a new lead, you are automatically assigned as the lead's owner.

5. When you are finished filling in details, select Consent to Contact , and click OK to save the lead.
   The Add Lead dialog closes.

The lead is added and a score is automatically assigned to the lead based on the rules set by your business administrator.

You can view and manage the lead from the Leads workspace.

Editing leads

Edit a lead when you want to make changes to the lead's details.

To edit a lead's details:

1. Navigate to the Leads workspace.
2. In the leads list, click the Action button for the lead you want to edit, then select Edit.
   The Edit dialog opens.

3. Make your desired changes to the lead's details, then click OK.
   

   Phone numbers display using the following international format: + <countryCode> <nationalDestinationCode> <subscriberNumber>. When you enter a new phone number, the phone number will be validated for the country that you have selected. If the number is invalid, you will be prompted that the phone number is invalid, and you must either enter a valid phone number for the selected country or select Unspecified in the Country field in order for your number to be accepted.

   Any legacy phone number in the system that has not been bound to a specific country displays as it was entered originally and the Country field shows as Unspecified. You can choose to make a new selection in the Country field.

   The Edit dialog closes.

The lead's details are updated and saved.

Archiving leads

Archive leads that you do not want to pursue, but would like to keep as a historical record.

To archive a lead:

1. Navigate to the Leads workspace.
2. In the leads list, click the Action button  for the lead you want to archive, then select Archive.
   The lead's status is set to Archived.

The lead is archived.

Exporting leads

You can export leads from the Leads workspace into a CSV file for analysis outside of NexJ CRM .

To export leads:

1. Navigate to the Leads workspace.
2. Click Export   above the leads list.
   The Export Options dialog displays.
3. To export the information available in the default columns in the leads list, select Visible Columns. To export the information in all columns available with the Set List Columns option, select All Columns.

4. Click OK .

   If you export more than 3000 leads, you will receive a reminder message that your CSV file is available for download. Click Dismiss to close the message. In the navigation toolbar, select Options , select Files , and download the file.

   
   

5. You can choose to open the CSV file in Microsoft Excel or save the file.

The leads information is exported to a CSV file.

Deleting leads

Delete leads that you want to permanently remove from NexJ Customer Relationship Management .

To delete a lead:

1. Navigate to the Leads workspace.
2. In the leads list, click the Action button for the lead you want to delete, then select Delete.
   A confirmation dialog opens.

3. Click Delete to delete the lead.

   This action cannot be undone.

The lead is deleted from NexJ CRM.

Related links

Archiving leads

Deleting multiple leads

You can permanently delete multiple leads at one time.

You will need the appropriate privileges to be able to delete multiple leads at one time.

To delete multiple leads at one time:

1. Navigate to the Leads workspace.
2. In the leads list, select multiple leads.
3. Select the Actions drop-down menu, and select Delete.
   A confirmation dialog opens.
4. Click Delete to delete the leads.
   The confirmation dialog closes.

The leads are deleted from NexJ CRM.

Viewing lead details

You can find a specific lead and then view details about the lead in the Leads workspace. This includes personal information and a history of activities between the lead and advisors.

To view a lead's details:

1. Navigate to the Leads workspace.
2. Confirm that the user-defined filter specified in the field above the lead list is correct.
   You can change the filter by clicking the Set Filter button in the filter field. The Set Filter menu contains your favorite saved filters. You can also select the following additional options:
   Other Filters
   Allows you to choose from the complete list of available saved filters.
   New Filter
   Allows you to create a new filter for your own use. You can run the filter immediately or save it to be reused later. In addition, if you have appropriate permissions, you can create a new filter to be shared with other users.
   Manage Filters
   Allows you to specify which saved filters should appear on the Set Filter menu, and in what order.
   You can modify the currently selected filter by clicking the Edit button in the filter field.
3. [Optional] To filter the leads using their last names or email addresses, enter the text in the last name or email address field and click the Find button .
4. [Optional] To filter using the advanced search criteria, click the Show Filter button.
   

   Additional search criteria are displayed, including:

   • Lead ID
   • Sales concept
   • Market segment
   • Source type
   • Source
   • Status
   • Last name
   • First name
   • Company name
   • Position
   • Score
   • Phone
   • Email
   • Owner
   • ZIP code
   • Not on call list
   You can specify filter search criteria in one or more fields. For example, to look for leads acquired from a website and who are retired, you would fill in the Source Type and Market Segment fields.

5. In the additional filter fields that are displayed, specify desired filter criteria and click Run.
   Lead filters support the * and ? wildcard characters. The * wildcard is a place holder for a string of text of any length, including spaces, while the ? wildcard represents a single alphanumeric character. For example, entering S*H could be used to return all leads containing an S before an H in their last names, such as Smith, Sachs, or Schmid. Use the ? wildcard as a place holder for a single character of your search that you are unsure of. For example, RE?D could be used when you are unsure how a lead's name is spelled, for example Reed or Reid.

   As you enter your search criteria, it displays as read-only text in the Filtered by field.

   The leads list below the filter criteria is refreshed and only the leads that fit the filter criteria are included in the list.

6. Select the lead you want to view.
   The lead's details are displayed in the details zone to the right of the leads list; the Activities tab contains the activities related to either the lead or contact record.
7. [Optional] To filter activities for the lead, in the Activities tab in the details zone, select one of the following options from the Filter by field :
   

   
   

   The Filter by field only appears for leads that have a related contact.

   
   

   • To view only the activities that are related to this lead, select Current Lead's Activities.
   • To view all activities for the contact associated with the lead, select All Activities.
8. Expand the activity you want to know more about.
   The activity expands to display further details.

You have now viewed the details of a selected lead.

To clear the filter criteria on the lead list and display all leads, click Clear.

To hide the expanded filter criteria, click the Hide Filter button .

Related links

Adding new user-defined filters
Editing existing user-defined filters

Lead scoring

Lead scoring evaluates each lead's personal and business information to assign a numerical value representing its potential to generate revenue.

Before lead scores can be calculated, you must create a set of rules and conditions that will control how leads are scored. Leads are scored automatically based on the scoring rules.

For more information, see  Setting lead distribution and scoring rules .

Assigning owners to leads

You can assign owners to leads. An owner is the user who is responsible for managing a lead.

When a lead is created in NexJ CRM , a user is assigned to the lead as its owner. If you want to change who is responsible for managing the lead, you can specify a different owner. You do this by assigning an owner, or by distributing the lead.

When you assign an owner, you manually specify the owner for one or more leads. Distributing leads automatically assigns the leads to an appropriate owner based on a selected lead distribution rule set.

To assign an owner to leads:

1. Navigate to the Leads workspace.
2. In the leads list, select the checkbox next to the leads whose owner you want to change.
3. At the top of the list, click Actions > Assign Owner.
   The Select User dialog opens.
4. Select the new owner from the list of users, then click OK.
   The Select User dialog closes and the Assign Owner dialog opens.
5. Click Yes to confirm that you want to assign the user to the selected leads.
   The Assign Owner dialog closes.

The user is now assigned to the selected leads as the owner.

Related links

Distributing leads

Distributing leads

Distribut e leads when you want to automatically assign owners to the leads . An owner is the user who is responsible for managing a lead.

Before you can distribute leads, you must create lead distribut ion rules to meet your specific business needs. Lead distribut ion rules determine how leads will be assigned to advisors. For more information about setting lead distribution rules, see Configuring lead distribution rules.

When a lead is created in NexJ CRM , a user is assigned to the lead as its owner. If you want to change who is responsible for managing the lead, you can specify a different owner. You do this by assigning an owner, or by distributing the lead.

When you assign an owner, you manually specify the owner for one or more leads. Distributing leads automatically assigns the leads to an appropriate owner based on a selected lead distribution rule set.

To distribute leads:

1. Navigate to the Leads workspace.
2. In the leads list, select the checkbox beside the leads you want to distribute.
3. At the top of the list, click Actions > Distribute.
   The Select Distribution Rule Set dialog opens.
4. Select the rule set that you want to use to distribute the selected leads.
5. Click OK to distribute the leads.
   The Select Distribution Rule Set dialog closes.

Related links

Assigning owners to leads

Adding leads to call lists

Add leads to a call list to associate them with a specific set of sales-related activities. Leads can be added to existing call lists or you can create a new call list at the same time you add the lead.

To add a lead to a new or existing call list:

1. Navigate to the Leads workspace.
2. In the leads list, select the checkbox next to the leads you want to add to a call list.
3. Above the leads list, click Actions > Add to Call List.
   The Add Lead(s) to Call List dialog opens.
4. Do one of the following, depending on what kind of call list you want to add the lead to:
   • To add the leads to an existing list, select Existing Call List and then select the desired list.
   • To create a new list to add the leads to, select New Call List , and enter a name for the new call list.
5. In the Specify the Next Call Date for the Lead(s) field, select the date these leads should be contacted next.
6. Click Add.
   A confirmation dialog opens, asking you to confirm the selected action.
7. Click Yes to add the lead to the call list.
   The Add Lead(s) to Call List dialog closes.

The selected leads are added to the call list.

You can use and manage this call list from the Call Lists workspace.

Related links

Calling leads

Manually converting leads

Leads can be converted to contacts and opportunities after they have advanced through a qualifying process.

An opportunity represents a potential sale of one or more products to a client. Converting a lead to an opportunity creates a contact record, if one does not already exist, and associates the newly created opportunity with the contact.

Generally you will convert leads as you finish calls in the Call Lists workspace, but you can also convert them manually from the Leads workspace.

When you manually convert a lead, you select the type of opportunity that will be created for the lead. You choose whether it will be a parent opportunity or a product opportunity, and then you select a specific opportunity type.

To manually convert a lead:

1. Navigate to the Leads workspace.
2. Select the lead you want to convert.
   The lead's details appear in the lead banner on the right side of the workspace.
3. In the lead banner, click the Edit drop-down and select Convert Lead.
   The Convert Lead dialog opens.
4. In the Convert to field, select the type of opportunity that you want to create for this lead.
   Parent Opportunity
   Converts the lead to a parent opportunity.
   Product Opportunity
   Converts the lead to a product opportunity.
5. In the Opportunity Template field, specify the template that you want to create the opportunity from.
6. In the Description field, enter a description of the opportunity.
7. [Optional] To dock the opportunity in its own workspace immediately after the lead is converted, select Dock newly created Parent Opportunity/Product Opportunity after converting.
8. Click Convert.
   The Convert Lead dialog closes.

The selected lead is converted to an opportunity. A new contact is created if one does not exist already.

Batch printing for leads

You can batch print Microsoft Word and PDF documents for one or more leads.

You must have created the required Microsoft Word document templates and used NexJ Add-In to insert the merge fields into the templates, which will automatically retrieve the leads' information during a print job.

NexJ Add-In integrates Microsoft Word and NexJ CRM to allow you to personalize your form documents. For more information, see Using NexJ Add-in with Microsoft Word.

To print documents for multiple leads at one time:

1. Navigate to the Leads workspace.

   You can also print documents in the Leads subtab in the Journal tab on the Contacts workspace.

2. In the list of leads, select the required leads.

3. Above the leads list, click Actions > Print Document.

   You can also right-click on an individual lead to select it and select Print Document.

   
   The Batch Print dialog opens.

4. In the Detail tab, select the document templates you will print by selecting the Select drop-down menu and choosing where to browse and find your document templates.
   After your documents are selected, the document file names, and the locations where the documents were selected, display in the dialog.
5. Under Logging Options, select Create a journal entry for each recipient with personalized copies of the specified documents to create a journal entry on the Activities tab for each selected lead. This checkbox is selected by default.
6. In the Log Item Description field, enter a description for the activity record.
7. [Optional] You can select the Add File Names checkbox to append the file names with the log item description.
8. [Optional] Under Logging Options, you can choose to associate the print job with a related campaign, opportunity, product, or service request.
9. [Optional] In the Follow-ups tab, you can choose to add a follow-up activity by selecting the Add drop-down menu and selecting an option.
10. Click Print to start creating the documents using the selected template.
    A confirmation prompt displays.

11. Click Yes to continue.
    

    If the number of leads selected for printing exceeds the threshold established by your system administrator, the system prints the documents in the background and the system notifies you when background printing is complete.

12. You can view the status of your completed batch print jobs by selecting the Completed Batch Processes filter in the leads panel to open the Completed Batch Processes dialog or by clicking the Options buttonin the navigation toolbar and selecting the Batch Processes menu command to open the Batch Processes dialog.
13. The system prompts you to save the documents.

The documents are created and are saved locally. If enabled, a journal entry is created in the Activities tab on the Leads workspace for the creation of the documents.

Related links

Tokens for merge fields in lead-specific documents

Sending batch emails to leads

Send batch emails to deliver personalized emails and documents to a lead or group of leads in NexJ CRM.

You can include multiple Microsoft Word, PDF, and CSV documents in batch emails. You can use tokens in merge fields to personalize documents and emails so that you do not need to create unique versions of each for individual recipients. Documents created outside of NexJ CRM containing merge fields are populated during batch processes or when they are associated with a contact.

For more information about using NexJ CRM merge fields in a Microsoft Word document, see Using merge fields.

To send a batch email:

1. Navigate to the Leads workspace.
2. In the leads list, select the leads to email.
3. Click Actions above the contact list, then select Email.
   The Batch Email dialog opens.

4. [Optional] In the From drop-down, you can select your own email account or a group email account that you have access to.

   The Send from Group Mailbox permission enables you to send emails from a group email account.

5. In the Subject field, enter the email subject.

6. In the Body field, enter the text for your email.

   You can use the toolbar at the top of the Body field to format the text as rich text with styles such as bolding, italics, bullet points, and hyperlinks. You can also copy and paste formatted text into the field. You can also click the Image button  in the toolbar and upload images from your computer to use in email signatures. The images cannot exceed 2MB in size. The images must be in JPG, JPEG, or PNG format. To specify additional image settings, navigate to the Advanced tab. For example, you can specify the size of an image and its alignment.

7. [Optional] To insert a merge field into the Body field, click Merge Fields , select the required merge field from the list, and click Insert Selected. For example, the ${firstName} merge field personalizes the email with the recipients' first names.

8. [Optional] To add your email signature, select Include Email Signature . To modify your email signature, click Manage Email Signature.

   You can create an email signature from the User Preferences dialog.

9. Adding attachments to emails overwrites the subject and body text that you may have entered in the Subject and Body fields. To specify attachments to include in the batch email:
   1. In the Files field, click the Select button . You can choose from the following options: 
      Favorites > Manage Favorites
      Opens the Manage Favourite Documents dialog where you can select attachments.
      Select from Document Manager
      Opens the Select from Document Manager dialog where you can select attachments stored in the Document Manager.
      Select from Computer
      Opens the Select from Computer dialog where you can browse for attachments stored on your computer and select the required attachments.

   2. Select the document to include attachments for in the batch email.

      Selecting a document includes all of its attachments.

   3. Click OK.
      The dialog closes. In the Batch Email dialog, the document's description populates the Subject field and the document's notes populate the Body field.
10. In the Logging Options tab, select Create a journal entry for each recipient with personalized copies of the specified document to create a journal entry on the Activities tab for each selected lead. This checkbox is selected by default.
11. In the Log Item Description field, enter Email.
12. [Optional] By default, the Add Subject checkbox is selected and appends the subject of the email to the log item description. You can choose to clear the checkbox.
13. [Optional] You can select an item in the Priority drop-down to categorize the email record.
14. [Optional] You can choose to attach a related campaign, opportunity, product, or service request.
15. [Optional] In the Follow-ups tab, you can choose to add a follow-up activity by selecting the Add drop-down menu and selecting an option.
    Assigning a follow-up activity adds a task to the assignee's My Tasks tab in the Home workspace. The system creates one task for each recipient of the email. For example, assigning a follow-up activity for an email with three recipients creates three tasks. If logging is enabled, the task is also included list with one task for each recipient, and it will appear with the email log in each lead's Activities subtab.
16. [Optional] To preview the email before sending it to leads, click Send a Draft Email to send the email to your email address. If there are merge fields in the email body and attachments, they are personalized using the information from one of the leads.
    After you click Send a Draft Email, a message displays stating that you have sent an email to your email address. Click OK to continue.
17. To send the email to leads, click Send Email.
    A confirmation dialog opens that summarizes of the number of attachments and leads in the batch email.
18. Click Yes .
    The confirmation dialog closes.

The emails and attached documents are personalized and sent to the specified leads. If an error occurs, an alarm dialog displays that tells you what caused the error and what to do next.

You can view the status of your completed batch email jobs by selecting the Completed Batch Processes filter in the leads panel to open the Completed Batch Processes dialog or by clicking the Options button in the navigation toolbar and selecting the Batch Processes menu command to open the Batch Processes dialog.

Related links

Merge fields
Creating an email signature

Tokens for merge fields in lead-specific documents

NexJ CRM provides you with tokens for merge fields that can be used to personalize your lead-specific Microsoft Word documents using NexJ Add-In.

The following list shows the available lead-specific tokens:

company
Company name for the lead

marketSegment
Target market that the lead belongs to

salesConcept
Type of products or services that the lead is interested in

source
The name of the source for the lead

sourceType
The type of source from which the lead was obtained

emailAddress
Email address for the lead

phoneBusiness
Business phone number for the lead

address
Street address where the lead resides

addressCity
City where the lead resides

addressState
State where the lead resides

addressCountry
Country where the lead resides

addressZip
Zip code for the lead

You can also use the following tokens that are not categorized in NexJ Add-In for leads:

nameFirst
First name

nameLast
Last name

position
Position within a company or organization

For more information about adding tokens to merge fields in your documents, see Tokens for leads.

Managing lead activities

As part of the lead life cycle in NexJ CRM , you can schedule and record your interactions with leads. You do this by creating lead activities.

Lead activities are documents, schedule items, tasks, and call records that you can add to a lead. You can create activities to schedule upcoming interactions with a lead or record ones that have already occurred.

You manage a lead's activities from Activities area when you are viewing the lead in the Leads workspace.

Adding lead activities

You can add activities to a lead to record the events that take place as you pursue the lead. Activities can be documents, schedule items, tasks, and call records.

To add an activity to a lead:

1. Navigate to the Leads workspace.
2. In the leads list, select the lead that you want to add an activity to.

3. In the Activities area, click Add , then select the type of activity you want to add.

   If you instead want to quickly add a note to the lead, you can type your note into the field at the top of the Activities area, then click Save.

   
   The Add dialog opens.

4. Fill out the details for the activity, then click OK.
   The Add dialog closes.

The activity is added to the lead. An entry for the activity appears in the Activities area.

You can expand the activity to view its details and find options to add a call record or edit the activity.

Modifying lead activities

You can edit lead activities and add call records to lead activities.

To modify an activity for a lead:

1. Navigate to the Leads workspace.
2. In the leads list, select the lead whose activities you want to modify.
3. In the Activities area, expand the activity you want to modify.
   
   • To add a call record to the activity, click Add Call Record and select your desired type of call. Fill out the details of the call in the dialog that appears.
   • To edit the activity's details, click Edit and make your desired changes in the dialog that appears.
4. Click OK to save your changes.

The lead's activity is modified.

Deleting lead activities

You can delete activities for a lead.

To delete an activity for a lead:

1. Navigate to the Leads workspace.
2. In the leads list, select the lead who has an activity that you want to delete.
3. In the Activities area, click the down arrow to expand the activity that you want to delete.
4. Click Delete to delete the activity.
   A confirmation dialog displays.

5. Click Delete.

   This action cannot be undone.

The activity is deleted from NexJ CRM.

Reviewing leads in the Contacts workspace

Leads that are associated with a contact can be viewed from the contact's journal in the Contacts workspace. Leads are associated with contacts by selecting a matched contact when adding or editing a lead, or by converting a lead to a contact.

To review a lead in the Contacts workspace:

1. Navigate to the Contacts workspace.
2. In the contacts list, select the contact whose leads you want to view.
3. In the Journal tab, click the Leads subtab.
4. In the leads list, select a lead to view its details and activities.
   Clicking the Detail and Activities tabs changes the displayed lead information.

You have reviewed the contact's associated leads.

You can perform all of the same actions on the leads that you can from the Leads workspace.

Calling leads

Call lists help manage interactions between users and leads. A call list is a list of contacts or leads for the user to call to communicate about a particular topic.

Call lists help advisors connect with leads who have an identified interest in their products and services. For example, an advisor who sells retirement income services will be assigned to a call list containing retired leads.

Creating and adding leads to call lists is performed from the Leads workspace. For more information on these tasks, see Adding leads to call lists.

Use the Call Lists workspace to conduct calls, record call outcomes, and schedule follow-up actions.

Call Lists workspace

The Call Lists workspace lets you organize and process your leads. The Call Lists workspace is divided into the following sections:

• The call lists zone on the left displays all of the leads associated with the selected call list.
• The lead banner on the top middle of the workspace contains the selected lead's contact information and lead attributes.
• The activity history zone under the lead banner contains a history of activities for the lead record or the contact record if the lead is associated with a contact.

• The Call Scripts zone on the right displays the script the advisor will use when contacting the lead. The call script displayed for each lead is determined by each lead's associated sales concept.

  A call script is a list of questions and topics that are presented to users when they receive inbound calls from contacts or when they call leads. It's used to guide the conversation with the contact or lead.

Selecting call lists

Select a call list to retrieve the list of leads you want to call. When a call list is selected, the leads belonging to the list are displayed on the left side of the screen.

To select a call list:

1. Navigate to the Call Lists workspace.
2. In the call lists drop-down, select the call list you want to load.
   The leads associated with this call list appear in the call lists zone.

You have now selected a call list.

Creating call lists from the Call Lists workspace

You can create new call lists from the Call Lists workspace or the Leads workspace.

To create a new call list from the Call Lists workspace:

1. Navigate to the Call Lists workspace.
2. From the drop-down list in the top left corner of the workspace, select New Call List.
   The Add Call List dialog opens.
3. In the Name field, enter a descriptive and meaningful name for this call list.
4. Click OK.

The call list is now created. You can add leads to it from the Leads workspace.

Conducting calls to leads

Select a lead from a call list to view their information and conduct a call.

To conduct a call:

1. Navigate to the Call Lists workspace.
2. From the drop-down list in the top left corner of the workspace, select the call list you want to use.
   The list of leads for the selected call list appears.
3. Click the lead you want to call.
   The center of the workspace displays this lead's information.

4. Click the Load Script & Start Call Log button. The call script associated with the stated sales concept for this lead opens with the call log beneath it.

   The call list is now hidden since you cannot select another lead to call until this call is completed.

5. [Optional] If you find during your call that you would prefer to use a different call script, click Add another call script and select the call script you want to use for this call, then, select it from the Call Scripts drop-down.
6. Navigate through the call script by completing each section and clicking Next.

7. In the Disposition field, select the result of the call.

   Each disposition option performs a related action on the lead record. For example, selecting Remove Lead from Call List removes the lead from the call list, saves the call log, and selects the next lead for calling. For more information, see Call results .

8. Click the Continue button that appears as a result of your selected disposition value and perform any needed actions to complete the call.

The lead call is now completed. You may begin another call.

Call results

When you have finished with a call, you must set the disposition in the call log in the Call Lists workspace to record the outcome of the conversation and schedule the next steps for pursuing the lead.

Disposition reflects the result of a call between a user and a lead.

Setting the disposition of a call kicks off actions for dealing with the lead, as described in the following table:

Related links

Manually converting leads

Removing leads from call lists

You can remove leads from a call list if they do not belong in the collection of leads.

To remove a lead from a call list:

1. Navigate to the Call Lists workspace.
2. From the drop-down list in the top left corner of the workspace, select the call list that contains the lead you want to remove from the list.
   The list of leads for the selected call list appears.

3. Select the checkbox for the lead you want to remove.

   You can choose all the leads in the list by clicking Select All.

4. Click Actions and select Remove from Current Call List.

The lead is removed from the call list.

Moving leads to different call lists

You can move leads from one call list to another call list.

To move a lead to a different call list:

1. Navigate to the Call Lists workspace.
2. From the drop-down list in the top left corner of the workspace, select the call list that contains the lead you want to move.
   The list of leads for the selected call list appears.

3. Select the checkbox for the lead you want to move.

   You can choose all the leads in the list by clicking Select All.

4. Click Actions and select Move to another Call List > <Call List>.
5. Click Yes to proceed with moving the lead.

The lead is moved from the current call list to the selected call list.