Subject: Updates to Salesfoce: How to log a chat transcript
From: Akhil P Walia <[email-masked]>
To: samir kumar <[email-masked]>, krishna tiwari <[email-masked]>, Roshan chetri <[email-masked]>, Danish Afzal <[email-masked]>, Rajeev kandpal <[email-masked]>, Nella Jemino <[email-masked]>, Claire Ledesma <[email-masked]>, Anshul Pannu <[email-masked]>, "Amar Kumar. Chaudhary" <[email-masked]>, Narry Bhatia <[email-masked]>
Cc: Ashok katoch <[email-masked]>, Subir Bikas Chakma <[email-masked]>, Ankit Tandon <[email-masked]>, Tushar Raina <[email-masked]>, Abegail Ortega <[email-masked]>, gee <[email-masked]>, nyle <[email-masked]>
Date: Tue, 9 Oct 2012 19:31:29 +0530 (IST)

October 9, 2012 Update to document entry in Blog here: http://www.cherryinternal.com/blog/2012/09/13/update-leads-cases-accounts-commission-report-13th-sep-2012/ 

Live Person - Where to attach a chat according to the scenarios above: 

1. Potential Customers 

2. Potential Customers with existing leads 

3. New Customers 

4. Existing Customers 

1. Potential Customer 

First you need to open a lead in Sales Force. (This means a customer with no demo account/free trial or subscribed account). Once this has been done you should attach the chats under the lead that has been opened. 

2. Potential Customer with existing leads (this means a customer with no demo account/free trial or subscribed account): 

If you chat with someone that has an open lead already but still doesn't have an account, you should attach the chats under the existing lead. No need to create a new lead every time. 

3. New Customer: 

If you chat with a new customer, you should create a new lead and put the chats under it, until the sales is final and an account opens in Sales Force automatically. Make sure the lead is created while customer is on chat/phone. If you are late and customer subscribes before you create a lead, Salesforce will not allow you to create lead afterwards. In such a scenario, it should be dealt as existing customer sale. Refer point 4. 

4. Existing Customer: (Free Trial and Subscriber) 
When you're having a chat with an existing account that is related to a new sale and not to support, you should put the chat under the existing account, not case nor lead. 

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Regards , 
a kh ! L