Salesforce Lead/Task Best Practices

Level 3

Salesforce Lead/Task Best Practices

We are re-implementing Salesforce and are working with consultants to optimize lead routing processes. There is some debate of the use of leads vs. tasks so I'm hoping to get some expert opinions.



1) new record for each contact sales "inquiry"/form fill to capture last lead source and details that won't ever be overwritten (i.e. if they fill out a contact sales form today and came from a webinar last week, we want to be able to report on both)

2) ability to convert any inquiry to an opportunity -- but the person may already be an existing lead/contact/account


What's the best way to capture the granularity of the 1:1 form fill:record association, maintain ability to convert to opportunity, and avoid creating unnecessary duplicate person records?

Kim Burditt