Getting started with Zendesk Sell

Part 1: Navigating Sell

You can find the main areas of Sell on the sidebar of your Sell home page. As an admin, you'll use the Settings page to work with your Sell infrastructure.

Overview of the Sell sidebar

The following table provides a greater understanding of each of the pages that you can access from your sidebar.

Icon	Name	Description
	Dashboard	Summary information page of the most recent account activity, a 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 a lead until there's a qualifying event, such as scheduling a first appointment, which indicates that the lead is ready to be converted into a contact (a qualified, legitimate prospect).
	Contacts	Contacts are already qualified people or companies who you're selling to. In Sell they're your prospects and your customers. Prospects are contacts with active deals associated with them. Customers are contacts with won deals associated with them.
	Deals	Deals include all of the 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 (such as the deal value, and the estimated close date).
	Calendar	Your calendar holds all of your appointments and tasks. With a single click on the calendar you can schedule an appointment, 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 Creating and using 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	Directly call anyone in your address book.
	Zendesk Products	Switch between your Zendesk products.

Understanding the basics

When does a lead become a deal? Use the following playlist to understand the difference between leads, contacts, and deals. Using Zendesk Sell, you can match and build on your sales processes to improve your current workflow and deal closure rate.

Use this playlist to familiarize yourself with the basics of Sell

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

Part 2: Setting up

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 (see Understanding access levels and privileges in Sell), then add custom fields that will help create a good workflow for those roles.

Adding your team

Collaborate with your team or your colleagues when working on leads or deals. You can also collaborate with your deal contacts.

Add new users in Settings > Manage > Users. Remember, you must have enough seats on your account first to add new users (see Adding and removing Sell licenses).

Use this playlist to start collaborating

Adding users (1:30)

Adding custom fields

Tailor the work space for your sales reps by creating custom fields for information that's relevant to the deal, the sales rep, and your organization. You can bring custom fields into Sell when you import your records. You can also create custom fields or data points that are important to your organization, and make them mandatory if required.

Use this playlist to add, create, and manage custom fields

Learn more about setting up custom fields (2:11)

Part 3: Connecting your email and calendar

Connect your email account so nothing gets lost and your emails sync with Sell. Also learn how to avoid having your emails flagged as spam. When you connect your calendar to Sell, you can also update attendees on the fly if you happen to be running late, so now you'll never miss an appointment.

Connecting your 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

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

Use this playlist to get your emails out there and read

Connecting your calendar

Connect your calendar to Sell so you can see all your appointments in Sell, and log them against your prospect or customer records.

Use this playlist to connect your calendar

About the Sell calendar, appointments, and tasks
Connect your calendar:
- Google calendar Connecting your Google calendar with Sell
- Apple calendar Syncing your Apple calendar appointments to Sell via Google or Microsoft 365
- Microsoft 365 calendar Connecting your Microsoft 365 calendar with Sell
Changing the default appointment calendar in Sell

Part 4: Adding data

To know where to start when it comes to adding your data, it's important to understand the difference between leads, contacts, and deals in Sell. There are several ways to add your data (see Bringing leads into Sell from different sources), for example, you can:

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, Zendesk's built-in prospecting and enrichment tool
Use the Zendesk Sell REST API for automation

Preparing a CSV file and importing leads, contacts, and deals

Whether it’s your data in an Excel file, or an export from a previous system, make sure your file is clean and organized for an easy import. Importing your data into Sell means you can start selling as soon as you’re set up.

Use this playlist to add your data to Sell

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

Part 5: Configuring your sales pipeline

By setting up your sales pipeline, you can configure your sales process in Sell to reflect, or improve, on your current workflow (see Reflecting your sales processes in Zendesk Sell). Creating smart lists is a good way of filtering information so you can easily see what is most important or relevant to you in your role.

Building your sales pipeline

The sales pipeline is available from the Deals page, which you can configure in Settings > Customize > Sales Pipelines.

Sell Deals sales pipeline

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. This has 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 (see Adding stages to your sales pipeline). Here are a few considerations to help you customize the stages in your pipeline to better reflect your organization’s sales process:

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

Use this playlist to create your sales pipeline

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

Creating smart lists

Smart lists enable you to see different groups of leads, contacts, and deals, on a granular level. Which means you can manage multiple leads or contacts at once. A smart list is similar to a powerful Excel spreadsheet, but one that's designed specifically for sales.

Smart lists also enable you to take action on lists so 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 in Leads, Contacts, or Deals, through the Working Center view.

Sell smart lists Working Center

Smart lists definitely save you time. You can personalize your view of the lists of your leads, contacts, and deals by sorting, filtering, and saving your data points. Then you can easily access them every time you log in. You can also use time saving actions, such as bulk emailing or building templates for your team directly from your smart list.

Use this playlist to get up and running with smart lists

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

Configuring Reach to find, enrich, and engage leads

With Reach, reps can create targeted lead lists to discover new opportunities, enrich contact information to connect with the right people, and automate customized email sequences to engage prospects more efficiently. For more information, see Enriching your leads and contacts for prospecting and sales engagement with Sell Reach.

Use this playlist to better understand the following features of Reach:

Prospecting - Create targeted lead lists by industry, geography, and more, with instant access to a database of more than 20 million businesses and 395 million prospect records (see Using Sell Reach for prospecting).
Enrichment - Build fuller profiles of leads or contacts, or replace outdated information with relevant, up-to-date contact information. For more information (see Using Sell Reach for enriching).
Engagement - Create and automate email sequences to automate personalized outreach. With customized email templates and specific cadences, engage more prospects with less work. For more information, see Setting up email and task sequences in Sell and Sending an email and task sequence to emails and contacts in Sell.

Adding, managing, and forecasting with subscriptions

With the subscriptions feature, managers and sales reps can forecast and gain insight into the monthly recurring revenue (MRR) in the pipeline of a sales rep. You'll see if the subscription has expanded or contracted since the customer's last subscription period, and also see the subscription end date for the current and upcoming monthly recurring revenue of a subscriber.

Use this playlist to add, manage, and forecast with your subscriptions

Part 6: Start selling with Zendesk Sell

Great news, 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, which you can now check in Leads and Contacts. You can also add leads and contacts yourself (see Bringing leads into Sell from different sources).

As the sales process with a lead progresses to the next stage after you've contacted them, you can think about converting a lead to a contact and creating an associated deal.

Next, log your calls and track visits to leads and contacts, from your laptop or phone. Remember toleave notes when you've made contact, or as the deal progresses, to get the full picture of a contact's history.

Creating smart lists for deals closing this month

Using Sell Reports, you can view a report containing data on all of the deals that are closing this month by first creating a smart list that contains those deals. You can also see deals that you may have forgotten about or overlooked, and learn how to score leads and deals for a better success rate.

Use this playlist to view your deals data

Dialing using Sell Voice

Use Sell Voice to dial your leads and contacts directly from Sell and automatically record your calls. You can choose a phone number that’s unique to your area, mask your number, and analyze your progress.

Use this playlist to get selling with Sell Voice

Using Power Dialer for automatic dialing

Improve cold calling productivity and reduce manual work for your sales reps. Using the Sell Power Dialer feature, you can create a call list in your Sell account that automatically dials the numbers of selected leads and contacts.

Use this playlist for automatic dialing

Automating task actions with Task Player

The Task Player automates your task actions into a playlist and provides the context of the task, as well as the lead, contact, or deal related to that task, all in one spot.

Use this playlist to start checking off your tasks

Using Sequences

Sales reps can use sequences in Sell to automate the tasks (such as making phone calls) and actions (such as sending emails) that they use to engage prospects and contacts.

Use this playlist to automate your email and task sequences

Part 7: Getting mobile with Sell

Download the Sell mobile app to take Sell with you on the go and in the field, then you can:

Make and update appointments on the fly and convert leads into deals
Use Sell's inbuilt Google maps integration to find your appointments and nearby contacts
Collaborate with others
Update stages in your sales pipeline, and so much more.

The Zendesk Sell mobile app for Android and iOS helps sales professionals to sell from anywhere at all. 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.

The features of Sell Mobile include:

Visit tracking - you can find nearby prospects or customers and log in-person visits.
Geo-verification - 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.
Calling from anywhere - includes automatic call logging and outcome tracking.
Offline access - so you can access all your data whenever you need it offline. Then as soon as you reconnect, your activity automatically syncs back to Sell.
On-the-go reporting - from pipeline analysis, to forecasting reports, the Sell mobile app provides visibility into your sales without tying you to your desk.
Real-time notifications - enables you to receive instant alerts on your mobile device.
Telephony integrations - use for example, the Sell Android integration to sync calls and text messages from your call and text logs directly into Sell. You can also see conversations recorded against corresponding leads and contacts that helps you to see your timeline of interactions.
Proximity filtering - to identify prospects or customers close to your location

Get started by downloading the Sell mobile app.

Downloading the Sell mobile app for Android

You can download the Zendesk Sell mobile app in the Google Play Store.

Use this playlist to become more mobile on Android

Downloading the Sell mobile app for iOS

You can download the Zendesk Sell mobile app in the Apple App Store.

Use this playlist to become more mobile on iOS

Part 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. Opportunities are never missed because 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.

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 Working with Sell apps and integrations).

Part 9: Integrating Chat with Sell

Configure the Sell-Chat integration to access your Chats in Sell, and to see Sell data from your Chat interface. You'll also be able to see Chat history for your contacts, leads, and deals in the Sell Activity Feed (see Setting up your Zendesk Sell-Chat integration).

Creating workflows in Chat

You can configure Chat in Sell to suit your organization. For example, you can activate routing to specify how incoming chats requests are sent to agents, and manage form settings so visitors can leave a message when the chat is offline, you can also add triggers that act when an event occurs (such as a user visiting a specific page), or you can create shortcuts that an agent can use in place of common greetings.

Use Chat to understand more about your customers by matching chats to existing Sell contacts, and viewing the conversation in the Activity Feed of the lead or contact. Integrating Sell and Chat means you'll also be able to capture new leads from Chat conversations (see Using Chat to improve your sales pipeline).

Use this playlist to integrate Chat with Sell:

Further resources

You've made it to the end of the eight part series of getting started with Sell. If you are keen for more information, these additional resources will help you to get off to a good start with Sell.

Attend a webinar: Join us for an Introduction to Zendesk Sell demo with live Q&A.
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.

Now you can go out and win that deal!