Getting started with Zendesk Sell

In this article, we touch on some of the most important features in your Sell account that you can explore in your free 14-day trial, or when you are getting started with Sell.

You need admin rights to set up your Sell account.

We'll introduce you to the core Sell concepts and focus on areas of the platform that will most help you to elevate your sales, and improve pipeline and process management.

You can watch an overview video of Zendesk Sell here: Introduction to Sell.

This article contains the following topics:

• Lesson 1: Getting around in Sell
• Lesson 2: Adding data
• Lesson 3: Connecting your email
• Lesson 4: Creating a smart list
• Lesson 5: Configuring your sales pipeline
• Lesson 6: Inviting your team
• Lesson 7: Using the mobile app
• Lesson 8: Integrating Zendesk Support with Sell
• Lesson 9: Start selling with Sell
• Additional resources

Lesson 1: Getting around in Sell

The main areas of Sell are displayed along the top toolbar in your Sell home page. As an admin, you'll also use the Settings page to work with your Sell infrastructure.

Toolbar features

The following table gives an overview of each of the pages that you can access from your top toolbar.

Icon	Name	Description
	Dashboard	Summary information page with most recent account activity, snapshot of your sales pipeline and key deals, and items that need your attention such as tasks and upcoming appointments.
	Leads	Pre-qualified sales opportunities that still need to be nurtured. You'll work with leads until there's a qualifying event, such as scheduling a first appointment, which indicates that the lead is ready to be converted to a contact, or in other words, a qualified, legitimate prospect.
	Contacts	Contacts are the people or companies you're selling to who have been qualified in some way. Contacts are your prospects and customers, where: Prospects in Sell are contacts with active deals associated to them. Customers in Sell are contacts with won deals associated to them.
	Deals	Deals include all details about a sale that you'll manage with each person or company you're selling to. Deals are the same as opportunities in other systems, containing key information about every sale like deal value, and estimated close date.
	Calendar	Your calendar holds all your appointments and tasks. Schedule appointments with a single click on the calendar, and an invitation is sent to the lead or contact. Drag and drop an existing appointment to reschedule it.
	Tasks	Assign tasks and manage other user's tasks using filters such as due date.
	Communications	Manage your emails, calls, and text messages with leads and contacts from the communication center.
	Reports	Pre-built reports are ready for you to use. For more customizable reporting, see Smart Lists.
	Settings	Administrators manage all the account preferences and configurations in Settings.
	Notifications	Access the notification center to view web alerts and to understand when action items need your attention.
	Quick Dial	Call anyone in your address book.
	Product Tray	Switch between your Zendesk products.

Lesson 2: Adding data

It's important to understand the difference between leads, contacts, and deals in Sell, so that you know where to start when it comes to adding your data.

There are several options for adding your data (see bringing leads into Sell from different sources). These are some ideas:

• Import data in bulk using a CSV (comma separated values) file
• Manually add leads or contacts
• Sync contacts directly from integrations such as Google or LinkedIn
• Use the Lead Capture Form from your website to add new leads automatically
• Try the Reach add-on: our built-in prospecting and enrichment tool
• Use the Sell REST API for automation

Lesson 3: Connecting your email

Sync your email conversations with leads and contacts in your Sell account fromSettings > Communication Channels > Email.

Integrating your business email with Sell provides a rich set of sales-specific email capabilities that make outreach and follow-ups easier in Sales.

After you sync your email, you can:

• View the number of times a lead or prospect has opened your email
• Include a link in your email and see the number of times it's been clicked on
• Get notified with an alert as soon as your email is first viewed
• Use Smart Lists to get dynamic email reports, for example, filtering by days since last communication, emails without a lead response, or last outgoing email
• Identify at-risk deals with email sentiment analysis
• Send personalized, targeted bulk emails

See setting up email for more information.

Lesson 4: Creating a smart list

Smart lists help you to drill down into different groups of leads, contacts, and deals, allowing you to manage multiple leads or contacts at once. A smart list is an equivalent to a powerful Excel spreadsheet that's designed specifically for sales.

Smart lists also enable you to take action on lists so that you can work with numerous prospects or customers at once. These are called bulk actions. Popular bulk actions include:

• Adding to a call list
• Sending a bulk email
• Applying tags
• Changing ownership
• Merging records

• Integrating an application, for example, MailChimp

You can create smart lists from the Lead, Contact, or Deal page, through the Working Center view.

See the smart list video and instructions to set up Smart Lists.

Lesson 5: Configuring your sales pipeline

Configure your sales process in Sell by setting up your sales pipeline.

The sales pipeline is available from the Deals page, and can be configured inSettings > Customize > Sales Pipelines.

Manage your sales process in pipeline stages that define your typical deal milestones. These stages help to organize and categorize your opportunities based on the progress you've made with each opportunity, and also have a direct impact on sales forecasting.

If you're unsure how to breakdown your sales process into pipeline stages, start by walking through your sales process from start to finish. Here are a few considerations to help you:

• How and where do you get leads?
• Who is the first person to engage with a new lead?
• Does anything need to happen before this initial outreach?
• After initial contact with a prospect, what happens next?
• Does a prospect work with multiple sales reps before becoming a customer? When does this pass-off occur?
• Determine any qualifying event that indicates a prospect has legitimate interest or is a good fit for the product or service you're selling
• At what point do you or your reps have enough information to produce a quote?

See Customizing your sales pipeline for more information.

Lesson 6: Inviting your team

You can invite other users to join Sell when you're happy that your Sell account has a solid foundation. Consider the roles that your users will have in your Sell organization.

You can add new users from Settings > Manage > Users.

You need to have enough seats on your account to add new users. See creating a new user for more information.

Lesson 7: Using the mobile app

The Zendesk Sell mobile app for iOS and Android helps sales professionals to sell from anywhere. The app provides powerful selling capabilities alongside an intuitive interface, making Sell a great mobile sales solution, especially for field reps and outside sales teams.

Features include:

• Visit tracking: find nearby prospects or customers and log in-person visits
• GeoVerification: each time you log a visit from the Sell mobile app, you can use geolocation to verify if the lead or contact's address stored in Sell matches the location of the user
• Calls from anywhere: automatic call logging and outcome tracking
• Offline access: access all your data offline and as soon as you reconnect, your activity will automatically sync back to Sell
• On-the-go reporting; From pipeline analysis to forecasting reports, the app provides visibility into your sales without tying you to your desk
• Real-time notifications: receive instant alerts to your mobile device
• Telephony integrations: use the Sell Android integration to sync calls and text messages from your call and text logs directly into Sell. See conversations recorded against corresponding leads and contacts helping you to see your timeline of interactions
• Proximity filtering: use the app proximity filter to identify prospects or customers close to your location

Download the Sell mobile app and see the video for more information.

Lesson 8: Integrating Zendesk Support with Sell

Connecting your Zendesk Sell and Zendesk Support accounts enables you to create an integrated view of your prospects and customers, because sales reps can view support tickets directly from Sell. Support agents can also create new Sell leads directly from support tickets, view key sales details from Sell, and even notify sales reps about their prospects so that opportunities are never missed.

To use the integration, you'll need both a Zendesk Sell and Zendesk Support account.

You can connect your accounts from Settings > Integrations > Integrations. See the video and instructions for connecting your accounts.

Lesson 9: Start selling with Sell

Now that your Sell account is up and running, as a sales rep you can start closing some deals.

• You or your admin should already have imported leads and contacts into Sell, and you can check them on the Leads and Contacts pages. You can also add leads and contacts yourself (see Importing leads from different sources).
• As you progress the sales process with a lead, perhaps after you've contacted them, convert a lead to a contact and an associated deal.
• Log your calls and track visits to leads and contacts, from your laptop or phone
• Leave notes when you've made contact or as the deal progresses to get a full picture of the contact history
• Win that deal!

Additional resources

Use these additional resources to help you get started with Sell.

• Videos:
  • Introduction to Sell
  • Sell Basics
  • How to use Smart Lists
  • Sell mobile app
  • Integrating Sell and Support
• Attend a webinar: Join us for an Introduction to Zendesk Sell demo with live Q&A. Learn more and sign up here.
• Talk to sales: Connect with our sales team to better determine if Zendesk Sell is a good fit for you and your team.
• Check out our blog: Learn about the latest features in Zendesk Sell, tips for being a better sales professional, and thought leadership.
• Sign up for a free trial: Try out Sell features.