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Guiding Agents to Engage with Prospects by Using Actionable List Engagement

Help your sales agents and service agents engage with the prospects, including existing customers, interested in a product or service, such as an insurance or vacation package. Allow agents to complete an engagement seamlessly without having to leave the sales console. They can document a prospect's responses, complete transactions, and wrap up the engagement by taking notes and scheduling a follow-up meeting.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Professional, Starter, and Unlimited Editions

Agents can access the Actionable List Engagement component on the sales console. The component contains an OmniScript to guide agents through the various stages of a prospect engagement. As an example, the stages can include:

STAGE TASKS
Precall Before interacting with a prospect, the agent is taken through a compliance check to ensure that they’re compliant with their company’s prospect engagement policies. This stage can also provide reference material about products or services to prepare for the call.
Call

During the call, the agent performs these tasks.

  • Mark the prospect’s response as accept, reject, or reschedule.
  • If the prospect agrees to the call, read the call script.
  • Select Yes or No based on the prospect's interest in the product or service offered.
  • If the prospect is interested in the offer, perform the configured actions, such as fetch prospect details, log a case for follow up by other teams, and send details by email to the prospect.
  • Note down the reason if the prospect rejects the offer.
  • Reschedule the call if the prospect is busy.
Wrap up

After the call, the agent performs these tasks.

  • Note the outcome of the call with the prospect.
  • Send the prospect a survey to get their feedback on the call.

In addition to sales engagements, agents can use the component for service engagements as well, such as following up with customers and booking appointments with customers.

  • Add Actionable List Engagement to a Page
    Make the Actionable List Engagement component available to your agents by adding it to the desired Account or Contact record page. Agents can use the Actionable List Engagement component to engage with prospects.
  • Provide Access to OmniScripts
    Give standard users or agents access to OmniScripts so that they can see an OmniScript in the Actionable List Engagement component.
  • Engaging with Prospects and Following Scripts
    Proactively engage with prospects by using the Actionable List Engagement component on the Account or Contact record page. Promote new products and services to the prospects and transact with them.

See Also