Intro – What are Lists and Playbooks?
To utilize the Power Dialer in FrontSpin, you first have to create some Lists to dial. Lists by themselves do not have any structure to them, they are simply a “bucket” of leads or contacts to call.
An example of a List by itself would look like this:
Adding a Playbook to a List allows you to create the structure (or cadence) of that List by breaking the List down into a series of logical steps (e.g. 1st Call, 2nd Call, 1st Follow-up Email, etc.).
An example of a List with a Playbook (cadence) would look like this:
Next, we will explain the process of creating Lists and Playbooks in 2 parts below.
Part 1 – Start With Salesforce Reports
Note: If you are not familiar with creating Salesforce reports, please refer to this How-To Guide.
Supported Report Types
- Any Leads Reports
- Any Contacts Reports
- Activities with Leads
- Activities with Contacts
- Campaigns with Leads
- Campaigns with Contacts
- Opportunities with Contact Roles
Note: Reports that do not include Lead or Contact data are not supported.
Supported Report Summary Formats
Note: Joined summary formats are not supported.
Configuring Your Salesforce Reports For FrontSpin
When configuring a Salesforce report, you will see 2 main sections, a gray section and a white section. To create the report correctly, you will want to set the options in the gray section to ALL* and then add any specific filters you want to the white section.
For example, in this Salesforce report configuration we set the options in the gray area to show ALL Activities and show date range ALL Time. Then we added our specific filters only to the white area (Assigned equals Nick Fury AND Date less or equal “TODAY”).
It is also very important to save your Salesforce reports in a folder other than “My Personal Custom Reports.” FrontSpin can’t always see that folder, so please save your reports in any other folder, such as “Unfiled Public Reports.”
Note: If you do not create your reports this way (as described above), FrontSpin might not see those Leads or Contacts, and your List in FrontSpin may show (0) Contacts.
Most Common Reports (Lists) for Sales Reps
- My Activities on Leads
- My Activities on Contacts
- My New Leads (based on a certain Lead Status)
- My Working Leads (based on a certain Lead Status)
Note: You can create as many Reports and Lists as you need.
Part 2 – Creating Lists and Playbooks in FrontSpin
On the Lists page in FrontSpin, click on the “Create New List” button at the top-right of the page.
Next, fill out the List builder form, staring with the Settings tab…
Settings Tab Options
- List Name is whatever you wish to call this List.
- List Priority is used by the Power Dialer to determine which Lists are called first (if you are calling multiple Lists at once).
- List Owner is the person who can make changes to this List (typically you would set yourself as the List Owner).
- List Type should be set to Dynamic if you are pulling from a Salesforce report (allowing your List to be Refreshed). However, you can set List Type as Static if you wish to make it non-refreshable.
- List State – TBD (this is part of an upcoming feature).
- Assign List To allows you to assign a List to one ore more sales people. For example, you have a large list of prospects and you want a few of your sales people to share those Contacts in the same List.
- Additionally, if you check the “[ ] List Users Are Allowed To Work Only With Contacts They Own” checkbox, only Contacts assigned to those sales people will be visible. For example, your List has 500 contacts in it, with 100 Contacts assigned to each sales person… each would only see the 100 Contacts assigned to them in this List.
- Playbook (Yes or No) allows you to chose if you would like to add a Playbook to the List. If you choose Yes, it will enable the Playbook tab at the top of the page.
Entry Criteria Tab Options
To create a List from a Salesforce report, click on the “SFDC Report” radio button, then click into the white search box to choose your Salesforce report. FrontSpin will automatically see your Salesforce reports. Make sure to also check the “[ ] Re-Execute SFDC Report” checkbox… this allows the List to be refreshed so that it always has the most up-to-date Contacts in the List.
Playbook Tab Options
If you choose Playbook (Yes) on the Settings Tab, you will be able to configure the Playbook settings next.
Once you give the Playbook a name, the next-step is to create some Exit Criteria for exiting a Contact out of the Playbook. For example, if the Call Result is set to “Not Interested,” fail that Contact out of the Playbook.
Note: You can create as many Exit Criteria as you need.
Next, you create the steps in your Playbook. For example, see the image below:
Note: You can create as Playbook Steps as you need.
You will notice there is an option on the Playbook Steps called “Schedule.” This is an advanced feature, which allows you to only reach Contacts during specific time slots (no matter what Time Zone they are in). You can add a Schedule to each Call Step in your Playbook (if needed).
This allows you to reach more Contacts more often, without “wasting dials” calling Contacts during their lunch hours, or after they’ve already gone home for the day…
To configure Schedules in FrontSpin, go to SETTINGS > YOUR ORGANIZATION > SCHEDULES. For example, the Schedule below allows me to reach Contacts only in their Local Time during the hours of 8am-11am, and 1pm-5pm.
Note: You can create as many Schedules as you need.
Once you are done configuring your List (and optionally, your Playbook), click the “Save” button and you’re all set!
Go back to the Lists page in FrontSpin and you will see your Lists and Playbooks. Here, you can click on the “Dial List” button to call an individual List, or you might select multiple Lists to call and click the “Dial Selected” button. For example, here is a List and Playbook ready to be dialed…