Handling Sales Information Requests

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2. Handbook
3. Support Team Handbook
4. Support Workflows
5. Handling Sales Information Requests

On this page

• Overview
• Workflow

Overview

Use this workflow when there's a query about new GitLab offerings from an existing customer. It can also be used to handle situations where customers express their need via a support ticket to get in contact with their account manager.

Workflow

1. Login into Salesforce using the generic email. Password is stored in 1Password.
2. Salesforce will email a login code to the generic email. Login to this email account and retrieve this code. Password is stored in 1Password.
3. Use the login code from the previous step to finish logging in to Salesforce.
4. Search for the customer and find the account manager's email address.
5. Respond to the ticket, CC-ing the account manager letting them know of the customer's interest in new/more GitLab offerings.

NOTE: If Salesforce lists Sales Admin as the account owner, ask in #account-management if one can be assigned to the customer.