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Aparna HegdeAparna Hegde 

Triage Questions for lead qualification

Hi There,
We are in the process of implementing sales cloud. We have the following requirement -
When an agent calls to the call centre, we ask them a set of 10 questions to qualify in/out the lead. Answer to every question will have one of the following outcomes
  • qualify in the lead 
  • move to Q2
  • screen out.                                                                                                                                       Can I get some help/guidance on knowing what are the different ways this can be implemented in Salesforce?
Thanks,
Aparna
Best Answer chosen by Aparna Hegde
Dnyaneshwar AghawDnyaneshwar Aghaw
Hi Aparna,

You can setup Lead Process in Salesforce.

1. Create Lead Process in Setup  ( You can define unique Lead Status values for different processes ) 
2. Create Lead Record Types 
3.Create Page Layout 

Assign Page Layouts to Record Types based on User Profile.

Refer Lead Management implementation guide for details : 

https://resources.docs.salesforce.com/206/latest/en-us/sfdc/pdf/salesforce_lead_implementation_guide.pdf

Thanks
Dnyaneshwar 
 

All Answers

Dnyaneshwar AghawDnyaneshwar Aghaw
Hi Aparna,

You can setup Lead Process in Salesforce.

1. Create Lead Process in Setup  ( You can define unique Lead Status values for different processes ) 
2. Create Lead Record Types 
3.Create Page Layout 

Assign Page Layouts to Record Types based on User Profile.

Refer Lead Management implementation guide for details : 

https://resources.docs.salesforce.com/206/latest/en-us/sfdc/pdf/salesforce_lead_implementation_guide.pdf

Thanks
Dnyaneshwar 
 
This was selected as the best answer
Aparna HegdeAparna Hegde
Hi Dnyaneshwar,

Thanks for that. Yes i have set up a lead process(one of the status = Triage) and created a custom lightning page. Within the page, I have added the visual flow to have the questions and all the logic to qualify-in or qualify-out based on the answers.

Thanks,
Aparna
Dnyaneshwar AghawDnyaneshwar Aghaw
Congratulations  Aparna Great to know that it worked for you . :)