Contents
1 About This Guide
2 Get Started
- Overview of the Sales Application
- Overview of Work Areas
- About Recent Items
- Mark Favorite Records
- View and Act On Notifications
- Get Help in the Application
- Find Guides, Readiness Material, and Other Resources
- Why can't I see all the items in my browser window?
- Why does the Date field display a different value than my preferred date?
3 Sales Resources, Roles, and Organizations
- Overview of Managing Resources
- How do I enable desktop pages for Resource Directory?
- Make an Employee a Sales Resource
- Examples of Updating Resource Skills and Qualifications
- Resource Roles
- Resource Organizations
- Overview of Resource Organizations and Organization Usages
- How Resource Roles and Resource Organizations Work Together
- About Primary Resource Organization by Usage
- Overview of Organization Memberships and Role Assignments
- Associate Business Units with Resource Organizations
- Example of Adding or Removing an Organization From an Organization Hierarchy
- Example of Creating an Organization with Sales Usage
- Assign a Resource to an Organization
- View Resource Information
- Designate Proxies
- Work as a Proxy
4 Workspace and Work Areas Search
- Get Started with Search in Workspace and Work Areas
- Improve Sales Productivity with Workspace
- Search and Filter
- Saved Searches
- Use Workspace and Work Areas Search
- FAQs for Workspace and Work Areas Search
- Frequently Asked Questions (FAQs) for Workspace and Work Area Search
- Can I navigate to work areas powered by Adaptive Search from my Sales springboard?
- Why can't I find the information I just entered in Workspace and Work Area search?
- Why can't I see the tabs from the Manage Saved Searches UI?
- Why does the Default Saved Search field display with either no name or with a Select drop-down list?
- What can I do if I get too many results when searching for an account by name?
- What happens when I search for Activities owned by my subordinates?
- Can I search for Territories by Dimension in Workspace?
- How can I differentiate between Quote ID fields when I filter for Opportunity search?
- How can I search for appointments that don't have a corresponding call report?
- How are recurring appointments managed in Workspace?
- How can I act on multiple records at the same time?
- How can I mark favorite records in Workspace?
- How can I perform record-level navigation from Workspace?
- Can I use Workspace to manage accounts and contacts without additional setup?
- Can I merge similar account or contact records in Workspace ?
- Can I perform partial term matching when searching for my records?
- Can I add a signed-in user as a search filter for resource-based fields?
- Can I search dynamic choice list (DCL) values based on the Resource object?
5 Global Search and Legacy Work Area Search
- Two More Ways to Search Your Sales Application
- Use Global Search for Keyword Searches Across Sales Objects
- Search Within Work Areas for Fastest Results
- How can I add more fields to my search?
- Personal Lists
6 Infolets
- Quick Way to Get Key Sales Information and Take Action
- Personalize Your Key Infolets
- What happens if I delete an actionable infolet?
7 Workspace Infolets
- Overview of Key Sales Information for Workspace Infolets
- Workspace Infolet Filters and Actions
- How can I show quick actions on my Workspace infolets?
- What happens if I delete a Workspace Infolet?
8 Sales Insights
- About Sales Insights
- View Account Engagement Level From Sales Insights
- Optimize Lead Nurturing Through Sales Insights
- Optimize Opportunity Nurturing Through Sales Insights
- Validate Contacts for Leads and Opportunities through Sales Insights
- Optimize Deal Execution and Lead Nurturing through Sales Insights
9 Accounts, Contacts, and Households
10 Activities and Calendars
- Overview of Activities and Calendars
- Get Started with Activities
- Manage Your Calendars
- Make Your Calendar Appointments Visible to Others
- Update Details in External Appointments
- Create Follow-up Activities for External Appointments
- Create Tasks from a Task Template
- Track Updates with Call Reports
- Select Addresses for Activity Accounts and Contacts
- Use Activity Subtype
- Apply Mass Update to Activities
- Activity Search and Lists
- Activity Notifications
- Activities and Assets
- Activities and Interactions
- FAQs for Activities and Calendars
- Frequently Asked Questions (FAQs) for Activities and Calendars
- What activities does selecting My Open Activities display?
- What activity records do the different record sets permit you to search?
- How can I search all activity records?
- How does the Show filter refine my activity list?
- How can I view activities that are set as private?
- How can I track customer-facing activities?
- How can I view my appointment in a different time zone?
- Can my administrator view and edit my appointments?
- What's the difference between a task, a call report, and an appointment?
11 Business Plans
- Overview of Business Plans
- Create Business Plans
- Add Business Plan Objectives
- Use the Business Plans Summary Tab
- Business Plan Team Members
12 Assets
- Overview of Sales Assets
- What assets records can I search using saved searches?
- How can I view assets?
- How can I create assets?
- How can I edit assets?
- How can I delete assets?
- Apply Mass Update to Assets
- Export Assets
13 Marketing Content
- Overview of Campaign Management and Reporting
- About Campaign Management Reports
- Add Leads and Contacts to Marketing Campaigns
- Associate Campaigns with Leads and Opportunities
- FAQs for Marketing Content
- Frequently Asked Questions (FAQs) for Marketing Content and Campaigns
- How can I view the amount of responses for a campaign?
- How many campaign members are associated with a campaign?
- How can I ensure Opportunity amounts get displayed in Marketing Campaigns?
- What happens to existing campaigns if I update the campaign template?
- What's the difference between a predefined list and a subscription list?
14 Leads
- Overview of Lead Management
- Lead Processing
- Lead Follow Up
- How Lead Components Work Together
- Differences Between Response, Lead, and Opportunity
- Lead Actions
- Lead Statuses
- Lead Conversion
- Redirect to Opportunity After Lead Conversion
- Verify Email Addresses and Phone Numbers for Leads
- Apply Mass Update of Fields to Leads
- How Users Gain Access to Leads
- Lead Ownership and Sales Team Resources
- Examples of Sales Lead Team
- Qualification
- Lead Artificial Intelligent (AI) Score
- Use Slack for Leads
- FAQs for Leads
- Frequently Asked Questions (FAQs) for Leads
- How can I quickly enter and search address details for leads?
- What leads are displayed when I select My Open Leads?
- Who can view the record sets for leads for saved searches?
- Why do I see two Primary Product options for Advanced Search on Leads?
- How can I create a lead with new contact and new account for a sales prospect?
- What happens when I enter a last name with two parts?
- Why was a customer reference displayed for my lead?
- Can I create more than one opportunity from a single lead?
- Can I capture competitor details for my leads?
- How can I check for duplicate leads?
- Why did the deal size change?
- Can I perform a mass update for leads of different business units?
- Why can't I see the lead source channel from the lead details page?
- Where can I find the primary phone number for my lead contact?
- Why aren't the modified details of my contact reflected in my lead contact details?
- Why did I receive an error when I convert a lead that has more than 255 characters in a custom Description field?
- What happens if I manually change a lead rank that was automatically assigned?
- How can I select and add products or product groups to my lead?
- What happens if I convert a lead to an opportunity?
- What happens when I convert a lead to an opportunity using a smart action?
- How can I copy notes, attachments, and activities during Lead to Opportunity conversion?
- Why can't I see converted leads in my list of opportunities?
- How can I fix an invalid relationship error when converting leads?
- What's the difference between lead qualification and lead assessment?
- What are assessment templates?
- Why does the sales channel default to Partner when I open a lead?
15 Responses
- Overview of Response Management
- Differences Between Response, Lead, and Opportunity
- What's the difference between a response and an interaction?
- What happens when I convert a response to a lead?
16 Opportunities
- Overview of Opportunities
- How to Apply Mass Update to Opportunities
- FAQs for Opportunities
- Frequently Asked Questions (FAQs) for Opportunities
- What opportunities are displayed for My Open Opportunities and Open opportunities where I am on the team?
- What do the opportunity saved searches mean?
- Can I sort opportunity searches by the last update date?
- Can I create opportunity lists from territory membership record sets?
- What information is required to create an opportunity?
- What happens if I change win probability?
- Can I select more than one account address when creating an opportunity?
- Which fields or data are initially set on an opportunity?
- What's a billing account on an opportunity?
- How do I delete an opportunity?
- How can I copy an opportunity?
- What is copied when I copy an opportunity?
- Can I move Opportunities to different Business Units?
- Why did some fields change when I changed the sales stage?
- What happens to the conversion rate when an open or closed opportunity is changed?
- How is the expected close date of an opportunity initially set?
- What happens to forecasted revenue when an opportunity is changed?
- How To View Renewal Opportunities
- Use Slack for Opportunities
- Recommended Actions
- Opportunity Team Members
- Sales Coach
- Opportunity Access
- Sales Competitors
- FAQs for Sales Competitors
- FAQs for Opportunity Assignment
- Opportunity Closure
- Opportunity Assessments
17 Opportunity Products and Revenue
- Overview of Opportunity Products and Revenue
- Opportunity Products and Revenue Management
- Recurring Opportunity Products
- Sales Credits
- Product Attribute Synchronization
18 Forecasts
- Overview of Forecasts
- How can I add forecast items to a forecast?
- About Forecasting by Territory, Product, or Unit
- Manage Your Forecast
- Sales Forecast Adjustments
- Copy the Prior Forecast
- Forecast Actions and Results
- Available Forecast Metrics
- FAQs for Forecasts
19 Territories
- Overview of Territories
- Modify Your Territories
- Work with Active Territories in Workspace
- Create a Territory Proposal
- Add Child Territories to Your Territory Hierarchy
- How can I move a territory in the hierarchy?
- Change Territory Coverage in a Proposal
- Activate a Territory Proposal
- How Dimensions Define Territories
20 Quotas
- Overview of Sales Quotas
- How You Allocate, Publish, and Revise Quotas
- FAQs for Quotas
21 Analytics
22 Microsoft 365
- Overview of Microsoft 365 for Sales
- Sign In to Outlook for the First Time
- Main Add-In Components
- Bi-Directional Sync for Appointments
- Overview of Bidirectional Sync
- Appointments That Aren’t Synced in Bi-Directional Sync
- FAQs for Bi-Directional Sync
- Adaptive Search for the Add-in
- Add Objectives to Your Appointment, Call Report, or Tasks
- Sync Records Between the Sales Application and Microsoft 365 Outlook
- Auto-Sync of Appointments
- Update Details in External Appointments
- FAQs for Microsoft 365
- Frequently Asked Questions (FAQs) for Microsoft 365
- Why am I frequently prompted to sign in the add-in?
- How do I troubleshoot the error, "There is an issue in communicating with Microsoft Services"?
- Why did my Outlook contact fail to sync with the sales application?
- Can I open sales records in the web application from the Microsoft 365 add-in?
- What happens when I share an email with my sales application?
- How can I share an email with my sales application?
- How can I send a call report as an email?
- Can I share my Microsoft 365 email attachments with my sales application?
- What's the allowed attachment file type and size for sharing emails?
- Why doesn't the category of my email show the sales application after I share it?
- Can I share a meeting that is still in the compose mode in Desktop Outlook?
- What happens if I create or update records in the side panel?
- Why can't I open the sales application records from the Microsoft 365 side panel?
- Why aren't my sales application user preferences visible in the Microsoft 365 side panel?
- Why are the saved searches for the appointments read-only?
- Why didn't the invitees within my organization get notification when I updated a meeting I created?
- Will my internal and external invitees be notified when I update a meeting shared with my sales application?
- Can I share a meeting I received from an external contact with the sales application?
- Why can't I find the option I am looking for, even though I am using Adaptive Search?
- In the search results page, I can't see the attributes that were there earlier. What should I do to see them again?
- Why do some records in the smart list not seem to match my search criteria?
- Why isn't an account created when I create a contact?
- Microsoft Teams
23 CX Sales Mobile
- Overview of CX Sales Mobile
- Get Started with CX Sales Mobile
- Personalize the Home and Reports Pages for End Users
- Offline Usage
- FAQs for CX Sales Mobile
- Frequently Asked Questions (FAQs) for CX Sales Mobile
- Which mobile devices are supported?
- What's the default language for CX Sales Mobile?
- What note apps can I use with CX Sales Mobile?
- Can I scan a business card to create a contact or lead?
- Can I scan a barcode to view an asset or create an asset record?
- How can I log a call report?
- How can I view my call reports?
- Why has the note I created become a PDF attachment?
- What type of files can I attach to a record?
- How can I use Sales Assistant to help me with my sales-related activities?
- When does a message appear to confirm that you've created a record?
24 Sales Assistant
- Overview of Sales Assistant
- Features of Sales Assistant
- Microsoft Teams Specific Features
- CX Sales Mobile Specific Features
25 LinkedIn Sales Navigator
- Overview of LinkedIn Sales Navigator
- Use the LinkedIn Sales Navigator
- Associate LinkedIn Records with Accounts, Contacts and Leads
26 Service Requests
27 Sales Lightbox
- Overview of Sales Lightbox
- Available Actions for Different Content Types
- Create Content
- Upload Content
- Update Content
- Search for Content
- Download and Open Content
- Share Content
- Content with Thumbnail Images
- Delete Content