@@ -329,7 +329,7 @@ This applies when a web direct purchase creates a new Contact and Opportunity fo
| BDR receives an MQL not from an Actively Working account | `@mktops` |
| Lead appears misrouted | `@mktops` — first update the correct address info using the `Admin Company Override` fields, then click **"Re-route Traction"** on the lead record. If routing to a specific team: PubSec leads → PubSec manager; Startup inquiries → Alex Karsten; other segments → route based on territory reports. |
| Duplicate Account | Sales Support — ask them to merge. To escalate formally, **create a case** in SFDC and assign to Sales Support with the duplicate account links included. |
| Opp moved to Stage 1 with incorrect data | Your manager → they'll reach out to Sales Dev Operations (Ramona, Panos, or Ed). No one else in Sales Dev can edit Stage 1+ opportunities. |
| Opp moved to Stage 1 with incorrect data | Your manager → they'll reach out to Sales Dev Operations (Ramona or Sam). No one else in Sales Dev can edit Stage 1+ opportunities. |
| Unclear territory assignment | AE from each of the potential territories. |
| Requesting SAO credit on an opp | Sales Dev Ops or the Director of Commercial Sales Development. |
| Account in Restricted Status (non-Major territory) | The SAE — ask permission to reach out. AE responds within 48 hours. |
@@ -771,7 +771,7 @@ The full walkthrough for creating an SFDC opportunity is [here](/handbook/sales/
The AE/SAL moves the opportunity to Stage 1 Discovery after the IQM, within 48 hours of the meeting date reflected in the Next Steps Date field. The opportunity Close Date defaults to the last day of the quarter — best practice is to set it at least 90 days out from the creation date.
If an opportunity has incorrect data after moving to Stage 1 → chatter your manager → they chatter someone from Sales Dev Operations (Ramona, Panos, or Ed). No one else in Sales Dev can edit opportunities at Stage 1 or beyond.
If an opportunity has incorrect data after moving to Stage 1 → chatter your manager → they chatter someone from Sales Dev Operations (Ramona or Sam). No one else in Sales Dev can edit opportunities at Stage 1 or beyond.
If the opportunity is for a new group of users within a Large account that has an existing central opportunity → your opportunity should be merged into it. See [Stage 8 guidance](/handbook/sales/field-operations/gtm-resources/#opportunity-stages).
@@ -1295,12 +1295,12 @@ With a prospect-facing role in Sales Development, keep in mind when calling and
**A:** SDRs get credit for opportunities where they had meaningful two-way communication with a prospect within 60 days before the web direct purchase. Use [this report](https://gitlab.my.salesforce.com/00O4M000004dkX4) — set the date range and find the opportunity tied to your prospect's account. Then follow the web direct SAO credit request process below.
**Q:** How do I request credit for a web direct opportunity?
**A:** Chatter on the opportunity record: (1) Tag Ramona Elliott, Ed Bao, or Brian Tabbert — do NOT tag Sales Support directly. (2) Link to the SFDC record showing two-way activity in the past 60 days. Call notes must have been entered in the Qualification Notes field at the time of the call, not after. (3) Explain how you influenced their decision to purchase.
**A:** Chatter on the opportunity record: (1) Tag Ramona Elliott, Sam Bradley, or Brian Tabbert — do NOT tag Sales Support directly. (2) Link to the SFDC record showing two-way activity in the past 60 days. Call notes must have been entered in the Qualification Notes field at the time of the call, not after. (3) Explain how you influenced their decision to purchase.
### RoE Common Questions
**Q:** Should BDRs flag duplicate accounts?
**A:** Yes. BDRs cannot merge accounts themselves — chatter `@Sales Support` and ask them to merge.
**A:** Yes. BDRs cannot merge accounts themselves — use the Request Support button directly within the relevant SFDC record providing all relevant account links.
**Q:** How do we resolve a dispute over SAO credit?
**A:** SDR and BDR first try to talk it through. If no agreement: managers decide. If managers disagree: escalate to Senior Leadership. Double credit and double compensation will not be given.
@@ -1349,12 +1349,12 @@ Posts in `#sales_dev_fyi` must use this format. When a post pertains to you, ple
### Sales Dev Operations Team Regional Availability
Please tag the DRI below in `#sales_dev_global` to maintain our [shared reality](/teamops/shared-reality/). Feel free to reach out to anyone based on their availability — if you're in EMEA after hours and need someone quickly, Ed in AMER can assist.
Please tag the DRI below in `#sales_dev_global` to maintain our [shared reality](/teamops/shared-reality/). Feel free to reach out to anyone based on their availability — if you're in EMEA after hours and need someone quickly, Sam in AMER can assist.
