SOP_Intake_Inquiry.txt

Zoom Phone / Salesforce Agent Guide (Full SOP)

1. Answering an Inbound Call
When a call comes in through Zoom Phone:
Click Accept Call to pick up.
Note: Calls will route based on your Zoom queue settings (e.g., TheKey Intake Queue).
Greet the caller professionally:
"Thank you for calling TheKey, this is [Your Name], how can I help you today?"

2. Pulling Up or Creating the Salesforce Record
While on the call, check if a Salesforce record already exists:
If the caller is an existing client, search by name or phone in Salesforce.
If they're new, you'll create a fresh Inquiry record during the conversation.

For New Inquiries:
Navigate to the Inquiries tab or use the quick-create option.
Fill in the required fields:
Client Name
Contact Phone & Email
Service Location (City, State/Province)
Referral Source (how they heard about us)
Nature of Inquiry (e.g., in-home care, companionship, personal care)

3. Logging the Call in Salesforce
Every inbound call should be linked to the corresponding Salesforce record.
Under the Activity section of the Inquiry or Client record:
Select Log a Call.
Fill in:
Subject: Brief summary (e.g., "Inbound call – new inquiry for home care in Montreal")
Comments: Key details discussed, any follow-up needed.
Related To: Link to the Inquiry or Client record.
Click Save.

4. Scheduling a Follow-Up (if needed)
If further action is needed after the call:
Create a Task or Event in Salesforce from the record.
Set a due date and assign to yourself or the appropriate team member.
Example: "Follow up with client family re: care assessment – due 03/20"

5. Ending the Call
Summarize what you discussed and next steps:
"Thanks so much for reaching out. I've noted everything down and someone from our team will follow up within [timeframe]."
After hanging up, ensure the Salesforce record is complete and saved.