High Velocity Sales Implementation Guide

Sales Engagement

Implementation Guide

Salesforce, Summer ¡¯24

Last updated: July 5, 2024

? Copyright 2000¨C2024 Salesforce, Inc. All rights reserved. Salesforce is a registered trademark of Salesforce, Inc., as are other

names and marks. Other marks appearing herein may be trademarks of their respective owners.

CONTENTS

CONSIDERATIONS FOR SETTING UP SALES ENGAGEMENT . . . . . . . . . . . . . 1

General Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Einstein Activity Capture Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . 3

Email Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Engagement and Alerts Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . 6

Work Queue Considerations in Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Cadence Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Lead Scoring Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Phone Integration Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Sales Dialer Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Einstein Conversation Insights Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . 12

SET UP SALES ENGAGEMENT

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

TURN ON SALES ENGAGEMENT FEATURES . . . . . . . . . . . . . . . . . . . . . . . . . . 14

ASSIGN PERMISSION SETS FOR SALES ENGAGEMENT USERS . . . . . . . . . . 16

CONFIGURE SALES ENGAGEMENT FEATURES . . . . . . . . . . . . . . . . . . . . . . . . 18

Configure Einstein Activity Capture Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Exclude Certain Emails and Events from Being Added to Salesforce . . . . . . . . . . . . . . . . 20

Set Default Activity Sharing for Einstein Activity Capture Users . . . . . . . . . . . . . . . . . . . . 22

Let Users Share Activities with Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Add Sales Engagement Components, Actions, and Fields to Page Layouts . . . . . . . . . . . . . . 26

Add the Sales Engagements Component to Record Pages . . . . . . . . . . . . . . . . . . . . . 27

Add Cadence Actions to Page Layouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Set Up Cadence Fields on Record Layouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Display Key Cadence Fields on List Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Set Up Scheduled Email Management for Sales Engagement . . . . . . . . . . . . . . . . . . . 29

Add the Work Queue Component to Email Integration Panes for Outlook and Gmail . . . . 30

Set Up Sales Dialer for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Enable Sales Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Add Dialer to the Utility Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Define Call Result Values for Cadence Branching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Set Up Einstein Conversation Insights for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . 34

Turn On Einstein Conversation Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Connect Voice Recording Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Set Up Call Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Configure a Lead Scoring Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Contents

Set Up Einstein Lead Scoring for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Set Up Third-Party Prospect Scoring for Sales Engagement . . . . . . . . . . . . . . . . . . . . . 39

Customize the Work Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

SET UP AN OPTIONAL SALES PROSPECTING BOT . . . . . . . . . . . . . . . . . . . . 40

Sales Prospecting Bot Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Get Started with the Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Set Up Omni-Channel for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Create a Service Channel for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . 44

Create a Routing Configuration for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . 44

Create a Presence Status for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . 45

Create a Presence Configuration for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . 45

Set Up a Prospect Queue for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Create Assignment Rules for Your Sales Prospecting Bot¡¯s Prospect Queue . . . . . . . . . . 47

Add a Cadence for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Deploy Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Deploy Your Bot to Your Experience Cloud Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

START USING THE SALES ENGAGEMENT APP . . . . . . . . . . . . . . . . . . . . . . . . 51

Get Started Managing Sales with Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Get Started Selling to Prospects with Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

CONSIDERATIONS FOR SETTING UP SALES ENGAGEMENT

Before setting up Sales Engagement, consider these requirements, limitations, and nuances for

each feature.

Note: The High Velocity Sales name has changed to Sales Engagement. The automation

features within the product now include customer engagement tracking, chatbots, cadences,

and automated actions. The new name captures all the tools to use to automate processes

and to engage strategically with leads and customers so that your sales team can focus on

selling.

General Considerations for Sales Engagement

Learn about general considerations for setting up Sales Engagement.

Einstein Activity Capture Considerations for Sales Engagement

Learn about general considerations for setting up Sales Engagement.

Email Considerations for Sales Engagement

Learn about email considerations for setting up Sales Engagement.

Engagement and Alerts Considerations for Sales Engagement

Learn about engagement and alerts considerations for setting up Sales Engagement.

Work Queue Considerations in Sales Engagement

Learn about considerations for using the Work Queue in Sales Engagement.

Cadence Considerations for Sales Engagement

Learn about considerations for using cadences in Sales Engagement.

Lead Scoring Considerations for Sales Engagement

Learn about considerations for using lead scoring in Sales Engagement.

Phone Integration Considerations for Sales Engagement

Learn about considerations for each phone integration option for Sales Engagement.

Sales Dialer Considerations for Sales Engagement

Learn about considerations for using Sales Dialer with Sales Engagement.

Einstein Conversation Insights Considerations for Sales Engagement

Learn about considerations for using Einstein Conversation Insights with Sales Engagement.

1

EDITIONS

Available in: Lightning

Experience

Available with Sales

Engagement in Sales Cloud,

which is included in

Performance, Einstein 1,

and Unlimited Editions, and

available for an extra cost in

Professional and Enterprise

Editions. Sales Engagement

is also available for an extra

cost in Service Cloud and

Lightning Platform.

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