Introduction to Zendesk Sell

Explore the most important features in your Sell account to get the most out of your 14-day free trial or get started with Sell.

This eight-step series covers key Sell concepts and highlights areas of the platform that will help you increase your sales and improve process and pipeline management. Each part has a comprehensive list of articles if you want to know more about a specific topic.

This article covers the following topics:

Part 1: Navigating the Sell
part 2: configuration
Part 3: Connecting to your email and calendar
Part 4: Adding Data
Part 5: Setting up the sales pipeline
Part 6: Selling with Sell
Part 7: Using Sell on mobile devices
Part 8: Zendesk Support integration with Sell
Part 9: Chat integration with Sell
other resources
Part 1: Navigating the Sell

The main areas of the Sell are located in the sidebar of the Sell homepage. As an administrator, you will use the Settings page to work with your Sell infrastructure.

Sell ​​sidebar overview

The following table provides more information about each page that can be accessed from the sidebar.

Icon Name Description
Dashboard The page that summarizes information such as recent account activity, an overview of the sales pipeline, top opportunities, and items that require your attention, such as upcoming tasks and appointments.
Leads Pre-qualified sales opportunities that still need to be developed. You will work with leads until a qualifying event occurs, such as scheduling the first appointment, which indicates that the lead is ready to be converted into a contact (a qualified and legitimate lead).
Contacts Contacts are already qualified people or companies that you are selling to. On Sell, they are your potential and existing customers.
Potential customers are contacts with active opportunities associated with them.
Customers are contacts with conquered opportunities associated with them.

Opportunities The opportunity includes all the details about a sale that you will manage with each person or company you are selling to. As with other systems, opportunities contain crucial information about each sale, such as the opportunity value and expected closing date.
Calendar Your calendar contains all your appointments and tasks. With a simple click on the calendar, you can schedule your appointments and an invitation is sent to the lead or contact. Drag and drop an existing appointment to reschedule it.
Tasks Assign tasks and manage tasks for other users using filters such as the due date.
Communications Manage emails, calls, text messages with leads and contacts from the communication center.
Reports Ready-to-use pre-built reports. For more customizable reports, see Creating and Using Smart Lists.
Settings Administrators manage all account preferences and settings in Settings.
Notifications Access the Notification Center to view web alerts and know when action items need your attention.
Speed ​​Dial Call anyone directly from your address book.
Zendesk Products Switch between Zendesk products.
Basic notions

When does a lead become an opportunity? Use the following playlist to learn more about the differences between leads, contacts, and opportunities. With Zendesk Sell, you can match and develop sales processes to improve your current workflow and opportunity close rate.

Use this playlist to familiarize yourself with basic Sell information

Browsing through Zendesk Sell
Sell ​​terminology
Your sales processes in Zendesk Sell
Understanding Leads, Contacts, and Opportunities in Sell

Learn more about navigating the Sell by defining leads, contacts, and opportunities (3:31)

part 2: configuration

You can invite other users to join Sell when you feel your Sell account has a solid foundation. Think about the roles users will have in your organization in Sell (see Understanding Access Levels and Privileges in Sell) and add custom fields that help create a good workflow for those roles.

Inclusion of the team

Collaborate with your team and colleagues when working with leads and opportunities. You can also collaborate your opportunity contacts.

Add new users in Settings > Manage > Users. And don't forget: you need to have enough licenses in your account to add new users (see Adding and Removing Sell Licenses).

Use this playlist to start collaborating

Adding a User to Sell
Adding a Contributor to Work on a Lead, Contact, or Opportunity
Using the @Mentions Feature for Collaborative Selling
Setting up a customer space for glue

borate with the contacts of your opportunity

Adding Users (1:30)

Inclusion of custom fields

Customize your sales rep workspace by creating custom fields for information relevant to opportunities, sales reps, and your organization. You can bring custom fields into Sell by importing your records. You can also create custom fields or data points important to your organization and make them mandatory if needed.

Use this playlist to add, create and manage custom fields

About tags and custom fields in Sell
Creating and managing custom fields in Sell
Custom Field Management for Leads, Contacts, and Opportunities

Learn more about configuring custom fields (2:11).

Part 3: Connecting to your email and calendar

Connect your email account so you don't lose any information and sync your emails with Sell. Also see how to prevent your emails from being marked as spam. By connecting your calendar with Sell, you can also keep attendees up to date and let them know if you're going to be late for an appointment.

Integration of your email

The integration of your business email with Sell opens up a wide range of sales-specific email features that will facilitate dissemination and follow-up in the sales area.

After your email is synced, you will be able to:

View how many times a lead or prospect has opened your email
Include a link in your email and see how many times they clicked on it
Get notified with an alert as soon as your email is first viewed
Use Smart Lists to get dynamic email reports, e.g. filter by days since last communication, unanswered emails from lead, or last email sent
Identify at-risk opportunities with email sentiment analysis
Send personalized and segmented bulk emails

You can sync email conversations with your leads and contacts in your Sell account under Settings > Communication Channels > Email (see Integrating Email with Zendesk Sell).

Use this playlist to send your emails and know they've been read

About using email in Sell
Email Integration with Zendesk Sell
Using email templates
Open email notification setup
Prevention of Marking Sell Emails as Spam
Permission for customers to opt out of receiving emails in Sell
Sharing email conversations with your team
Integration of your calendar

Connect your calendar to Sell to see all appointments on it and link to existing and potential customer records.

Use this playlist to integrate your calendar

About Sell Calendar, Appointments, and Tasks
Connect your calendar:
Google Calendar – Connecting Google Calendar with Sell
Apple Calendar – Syncing appointments from Apple Calendar to Sell using Google or Microsoft Exchange
Microsoft Exchange Calendar – Exchange Calendar Connection with Sell
Changing the default appointment calendar in Sell

Integrate your calendar (1:14)

Part 4: Adding Data

So that you know where to start when it comes to adding your data, it is important to understand the difference between leads, contacts and opportunities in Sell. There are several ways to include your data (see Importing leads from different sources into Sell). For example, you can perform the following actions:

Bulk data import using a CSV file (comma-separated values)
Manually adding leads or contacts
Syncing contacts directly from integrations like Google or LinkedIn
Using your website's lead capture form to automatically add new leads
Review of the Reach add-on: Zendesk's built-in tool for prospecting and enrichment
Using Zendesk Sell's REST API for automation
Preparing a CSV file and importing leads, contacts and opportunities

In case your data is in an Excel file or comes from an export from a previous system, make sure your files are clean and organized for easy import. Importing your data into Sell means you can start selling as soon as you're ready.

Use this playlist to add your data to Sell

Creating a CSV file to import leads, contacts or opportunities
Importing leads, contacts, and opportunities using a CSV file
Batch update using a CSV file

Learn more about adding data using a CSV file to import leads and contacts (2:48)

Part 5: Setting up the sales pipeline

When setting up your sales pipeline, you can adjust your sales process in Sell to reflect or enhance your existing workflow (see Your sales processes in Zendesk Sell). Create smart lists

tes is a good way to filter information and make it easier to see what is most important or relevant to your role.

Sales pipeline creation

The sales pipeline is available on the Opportunities page, which can be configured in Settings > Customize > Sales Pipelines.

Manage your sales process through the pipeline stages that define your typical opportunity milestones. These stages help you organize and categorize your opportunities based on their progress. This has a direct impact on the sales forecast.

If you're not sure how to break down your sales process into pipeline stages, start analyzing your sales process from start to finish (see Adding stages to your sales pipeline). Review the following topics when customizing stages in your pipeline to better reflect your organization's sales process.

How and where to get leads?
Who is the first person to interact with a new lead?
Does anything need to happen before this initial disclosure?
What happens after someone contacts a potential customer?
How many sales reps interact with a potential customer before they become a customer?
At what point does the potential customer become a real customer?
Determine a qualifying event that indicates that a potential customer is genuinely interested in or ideal for the product or service you are offering.
To what extent do you and your sales reps have enough information to make a quote?

Use this playlist to build your sales pipeline

Aligning pipeline stages with your sales process
Adding stages to your sales pipeline
Customizing Opportunity Pipeline Stages
Sales forecast of your opportunities

Learn about creating and customizing a sales pipeline (2:54)

Creating smart lists

Smart lists allow you to manage different groups of leads, contacts, and opportunities at a more granular level. This means you can manage multiple leads or contacts simultaneously. The smart list is similar to an Excel spreadsheet, but it is designed specifically for sales.

Smart Lists also allow you to perform tasks on the lists to work with many customers (potential or existing) simultaneously. We call this mass action. The most common mass actions include:

Adding to a call list
Bulk email sending
Use of tags
Change of person in charge
record merger

Integration of an app (e.g. Mailchimp)

You can create smart lists on leads, contacts, or opportunities from the Work Center view.

Smart lists save you time. You can customize your view of lists of leads, contacts, and opportunities by sorting, filtering, and saving your data points. So you can easily access them whenever you enter Sell. You can also perform some actions, such as sending bulk emails or creating templates for your team, directly from your smart list.

Use this playlist to use smart lists

How to use smart lists
Creating and Using Smart Lists
Using filters in worklists and smart lists
Using smart lists for batch updating and actions on leads, contacts, and opportunities
Preview your smart lists in Sell
View and manage smart lists in the work center

Learn more about creating and exporting smart lists (2:14)

Reach setup to find, enrich, and engage with leads

With Reach, sales reps can build segmented lead lists to discover new opportunities, enrich contact information to talk to the right people, and automate personalized email sequences to improve interactions with prospects. For more information, see Enriching Leads and Contacts for Sales Prospecting and Interaction with Sell Reach.

Use this playlist to learn more about the following Reach features:

Prospecting – create lead lists segmented by industry, geographic location, etc., with instant access to the database of over 20 million companies and 395 million leads records (see Using Sell Reach for prospecting).
Enrichment - create more complete profiles of leads or contacts, or replace outdated information with relevant, up-to-date contact information. For more information, see Using Sell Reach for enrichment.
Interaction - create and automate automated email sequences to automate personalized contacts. With custom email templates and specific cadences, interact with more prospects seamlessly. For more information, see Configuring Email Sequences

and tasks in Sell and Sending an email sequence and task to leads and contacts in Sell.
Adding, managing and forecasting with subscriptions

With the subscriptions feature, sales reps and managers can forecast and gain insights into monthly recurring revenue (MRR) in a sales rep's pipeline. You'll see whether a subscription has increased or decreased over the customer's last subscription period, as well as the subscription end date for a subscriber's current and future monthly recurring revenue.

Use this playlist to add, manage and make predictions with your subscriptions

Adding and managing subscriptions in Sell
Activating and deactivating subscriptions in Sell
Part 6: Selling with Zendesk Sell

Now that your Sell account is ready to go, it's time for you, as a sales rep, to start closing some opportunities.

You or your admin has already imported the leads and contacts into Sell, which you can now see in the leads and contacts. You can also add leads and contacts to Sell. See Importing leads from different sources into Sell.

As the sales process with a lead progresses to the next stage after a contact from you, consider converting a lead into a contact and creating an associated opportunity.

Then record your calls and monitor visits to leads and contacts, from your computer or cell phone. Don't forget to make notes of when you got in touch or on the progress of the opportunity to get a global view of the contact history.

Creating Smart Lists for Closed Opportunities This Month

With Sell reports, you can view a report containing data about all opportunities that are being closed for the month by first creating a smart list containing those opportunities. You can also see opportunities that may have been overlooked or overlooked and learn how to rank leads and opportunities to increase the success rate.

Use this playlist to view your opportunities data

Smart List Recipe: Closed Opportunities This Month
Smart List Recipe: Stagnant Opportunities
Scoring your leads and opportunities
Dialing using Sell's Voice

Use Voice of Sell to call leads and contacts directly from Sell, which will automatically record your calls. You can choose a phone number unique to your region, apply a mask to it, and review your progress.

Use this playlist to start your sales with Voice of the Sell

Sell ​​Voice Activation
Porting a number to Voice of the Sell
Number masks in Voice of the Sell
Using Voice of the Sell reports

Learn more about selling with Voice of the Sell (2:17)

Using the advanced dialer for automatic dialing

Increase the productivity of the “cold calling” feature and reduce the manual work of your sales reps. With Sell's advanced automated dialer feature, you can create an autodial call list in your Sell account that automatically dials the numbers of selected leads and contacts.

Use this playlist for autodial

Creating a Call List in Sell Voice for Autodial
Using Calls and Text in Sell Voice
Automate your actions with the task runner

The task runner automates the actions of tasks in a to-do list and provides task context, as well as the lead, contact, or opportunity related to that task, all in a single point.

Use this playlist to check the completion of your tasks

Creating and managing tasks for leads, contacts, and opportunities
Connecting Sell Tasks to Google
Setting up email and task sequences in Sell
Sending an Email Sequence and Task to Leads in Sell
Using the Task Runner
use of sequences

Sales reps can use Sell sequences to automate tasks (like making calls) and actions (like sending emails) used to interact with leads and contacts.

Use this playlist to automate email sequences and tasks

Setting up email and task sequences in Sell
Sending an Email Sequence and Task to Leads in Sell
Lead management in sequences via API and Zapier
Part 7: Using Sell on mobile devices

Download the mobile app and enjoy Sell wherever you are. With it, you can:

Create and update appointments on the fly and convert leads into opportunities
Use the built-in integration with Google Maps to know the location of appointments and nearby contacts
Collaborate easily with others
Update stages in your sales pipeline and more

The Zendesk Sell app for Android and iOS apps helps sales professionals close sales from anywhere. This app offers powerful sales features with an intu interface.

active, making Sell a great solution for mobile sales, especially for your field sales reps and offsite teams.

Sell ​​mobile features include:

Visit monitoring – find potential or existing customers nearby and record face-to-face visits.
Geo-verification – whenever you log a visit in the Sell app, you can use geolocation to verify that the lead or contact's stored address in Sell matches the user's location.
Calls from Anywhere – includes automatic call logging and results monitoring.
Offline access – so you can access all your data whenever you need to use it in offline mode. As soon as you reconnect, your activity will automatically sync with Sell.
Reports Anywhere – From pipeline analysis to sales forecast reports, Sell's mobile app gives you visibility into your sales without the need for you to be in an office.
Real-time notifications – allow you to receive alerts instantly on your mobile device.
Telephony Integrations – Sell's Android app integration, for example, syncs calls and messages from your call logs and text messages directly to Sell. You can compare recorded conversations to corresponding leads and contacts that will help you create your timeline of interactions.
Proximity filter – identify potential or existing customers near your location.

Enjoy all this by downloading Sell for mobile devices.

Download Sell for Android Mobile Devices

From the Google Play Store, download the Zendesk Sell mobile app.

Use this playlist to get even more out of mobility on Android

Sign-in to the Sell mobile app
Importing Contacts to Android
Connecting to your email with Android
Creating Filters and Lists on Android
Creating and Managing Opportunities with Android
Managing a Lead, Contact, or Opportunity on Android
Using Appointments and Calendar with Android
Creating Notes with Android
Adding and Managing Tasks with Android
Adding collaborators on Android
Attaching Documents on Android
Download Sell for iOS mobile devices

From the Apple App Store, download the Zendesk Sell mobile app.

Use this playlist to get even more out of mobile on iOS

Sign-in to the Sell mobile app
Importing Contacts on iPhone
Connecting to your email with iOS
Creating Filters and Lists on iOS
Creating and Managing Opportunities with iOS
Managing a Lead, Contact, or Opportunity on iOS
Using Appointments and Calendar with iOS
Creating Notes with iOS
Adding and Managing Tasks with iOS
Adding collaborators on iOS
Attaching Documents on iOS
Part 8: Zendesk Support integration with Sell

Connecting Zendesk Sell and Zendesk Support accounts allows you to create an integrated view of your prospects and existing customers, as sales reps can view support tickets directly from Sell. In order not to miss out on opportunities, support agents can also create new Sell leads directly from support tickets, view important Sell sales details, and even notify sales reps about their prospects.

To enjoy the integration, you must have Zendesk Sell and Zendesk Support accounts.

You can connect your accounts in Settings > Integrations > Integrations. See Using Sell Applications and Integrations.

Part 9: Chat integration with Sell

Configure the Sell-Chat integration to access your chats on Sell and see Sell data from the Chat interface. You'll also be able to see the chat history of your contacts, leads, and opportunities in the Sell activity feed (see Configuring the Zendesk Sell and Chat integration).

Creating workflows in Chat

You can configure Chat as per your organization's needs. For example, you can enable forwarding to specify how incoming chat requests are sent to agents, manage form definitions so visitors leave a message when the chat is offline, add triggers that fire when a event (such as a user visiting a specific page) and creating shortcuts that an agent can use in place of common greetings.

Use Chat to better understand your customers by matching chats with existing Sell contacts, as well as viewing the conversation in the lead or contact's activity feed. The Sell and Chat integration also allows you to get new leads from Chat conversations (see Using Zendesk Chat to improve your sales pipeline).

Use this playlist to integrate Chat with Sell:
Configuring forwarding notifications for live chat and messages
Managing offline form settings
Working with Chat Triggers
Entering common phrases with shortcuts
Setting your availability in Chat
Adding the Chat widget to your website
other resources

You've reached the end of the eight-part introductory series on the Sell. If you want more information, check out these other resources that will help you get started with Sell.

Join a webinar: Join us and watch an introductory demo of Zendesk Sell with live Q&A.
Talk to the sales team: Talk to our sales team to find out if Zendesk Sell is right for you and your team.
Check out our blog: learn about new Zendesk Sell features, tips for improving sales, and industry leadership.
Sign up for a free trial: try Sell's features.

With everything ready, you can start selling!