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Playbook
Unqualified Lead

Unqualify Lead Quick Action

This story assumes the Lead has a status field value of Closed - Not Converted

To do

  1. Create or re-use global picklist
  2. Create custom Lead fields
  3. Create validation rules
  4. Create a quick action to update the lead

Design

As a Salesforce User
I want to have an easy way to unqualify a Lead
So that I can track the unqualified Leads and related information
Acceptance Criteria
Given I am on a Lead record page
When I click the Unqualify button
Then the Lead status is updated to Unqualified and I can see the Unqualify Reason fields

Build

Lead Unqualified Action Lead Unqualified Information

Task Name: Create Unqualify Lead Quick Action

Create or re-use Global Value Set

💡

Loss Reason can be re-used from the global value set created as per the Lost Opportunity story

Label: Loss Reasons
Display values alphabetically, not in the order entered: False
Use first value as default value: False

Values:

  • Lost to Competitor
  • No Budget / Lost Funding
  • No Decision / Non-Responsive
  • Price
  • Other

Create Lead Fields

Label: Unqualified Reason
Type: Picklist
Values: Loss Reasons (Global Value Set)

Label: Unqualified Reason Comments
Type: Text Area (Short 255 Characters)
Help Text: Comments to explain unqualified reason. Mandatory if unqualified reason equals 'Other'

Label: Status
Label: Status
API Name: Status_Text
Type: Formula
Description: Text representation of the Status field, to be used as a non editable field on the 'Unqualify' quick action
Formula Return Type: Text
Formula: TEXT(Status)

Page layout:

  • Add a section called Unqualified Information to the page layout above the System Information section
  • Add the Unqualified Reason and Unqualified Reason Comments (2 columns)

Create Validation Rules:

Rule Name: Unqualified_Reason_Mandatory
Error Message: Unqualified Reason is mandatory if Status equals 'Closed - Not Converted'
Error Location: Field -> Unqualified Reason
Formula:

AND(
    ISCHANGED(Status),
    ISPICKVAL(Status, 'Closed - Not Converted'),
    ISPICKVAL(Unqualified_Reason__c, '')
)

Rule Name: Unqualified_Comments_Mandatory
Error Message: Unqualified comments are mandatory if unqualified reason equals 'Other'
Error Location: Field -> Unqualified Reason Comments
Formula:

AND(
    ISPICKVAL(Status, 'Closed - Not Converted'),
    ISPICKVAL(Unqualified_Reason__c, 'Other'),
    ISBLANK(Unqualified_Reason_Comments__c)
)

Create Action on Opportunity

Object Name: Lead
Action Type: Update a Record
Label: Unqualify
Name: Unqualify_Lead
Description: Mark the Lead as Unqualified and record the reason
Success Message: Lead Unqualified

Predefined Values:

  • Status: Closed - Not Converted

Layout:

On the left:

  • Status (Read Only Formula Field)
  • Unqualified Reason (required)

On the right:

  • Blank Space
  • Unqualified Reason Comments

Add the Unqualify action to the Lead page layout

Test

Steps:

  1. Open a Lead record page
  2. Click the Unqualify button
  3. Verify the Lead status is updated to 'Closed - Not Converted'
  4. Verify the Unqualified Reason and Unqualified Reason Comments fields are displayed
  5. Poulate the Unqualified Reason and Unqualified Reason Comments fields and click 'Save'
  6. Click 'Save'

Expected Results:

  1. Verify the Lead status is updated to 'Closed - Not Converted'
  2. Scroll to the Unqualified Information section and verify the Unqualified Reason and Unqualified Reason Comments fields are updated to the values entered