Salesforce Email Templates in JET - JMP Engagement Team email templates folder:
When a user or prospect requests a quote or otherwise requires assistance from a member of their account team, please do the following:
1. Locate the user's Contact or Lead record.
a. If no Contact or Lead record is found, create a New Lead record
2. In the case, create a Post and @mention the Lead or Contact owner - usually the Inside Sales contact. You can find this information in the Lead or Contact Record.
a. If you created the Lead record, then the automated routing may not have finished. In that case, in your Post use @Inside Sales for customers in the US or @EMEA Inside Sales for users located in EMEA. Alternatively, you can check the Sales Territory Roles report to find the proper account team contacts.
b. When using the Sales Territory Roles list to post (or @
c. If there are less than 3 hours on the SLA and there has been no response to the post, add an @mention post to the Inside Sales manager so that a backup can be contacted if needed.
3. Respond to the customer via email, with a BCC to the Lead or Contact Owner, to explain that the request has been shared with their account team and that someone from that team will be contacting them soon to discuss their licensing options, for example. The BCC allows the account team to be aware of the communication but if by chance a different person should respond, then it is invisible to the customer.
Additionally, if the customer does not speak English, use Transfluent to translate the reply to the appropriate language. It is recommended to also supply the English translation below the translated text, in case any part of the translated text is not clear. The customer could then take the English translation into a different tool, such as Google Translate, to see if that is more understandable.
JMP Live Sales Territory Roles list
