TL;DR
- Built a guided Screen Flow with conditional sections, field validation, and context-aware tips.
- Pushed structured discovery notes and key qualifiers back to the record for downstream automations.
- Reduced average handle time and lifted connect→meeting conversion without adding rep friction.
Context
A multi-region BDR team handling inbound leads from web forms and events. Discovery notes were inconsistent across reps, making handoffs to AEs unpredictable and slowing follow-ups.
Problem
Low meeting conversion due to missing qualifiers, inconsistent note formatting, and delayed creation of follow-up tasks. Managers lacked a reliable view of qualification quality.
Intervention
• UX — Multi-step Screen Flow with dynamic sections (show/hide) based on industry, ARR band, and intent. Inline helper text and error states make it fast to complete.
• Data quality — Required qualifiers enforced with validation; standardized picklists and guided text areas output to structured fields.
• Automation hooks — Subflow updates lead score hints, creates next-step tasks, and routes hot prospects; chatter summary posted for visibility.
• Adaptability — Admin-friendly decision subflow to tweak questions/logic by region and segment without touching the main wizard.
• Analytics — Captured completion timestamps and outcome fields to measure handle time and step drop-offs.
Outcomes
| Window | 60 days pre vs 60 days post go-live |
| Industry | SaaS |
| Clouds | Sales Cloud |
| Flow Types | Screen Flow, Subflow |
Meeting rate measured as connects → booked meetings in the same ownership window. AHT measured from flow start to commit; excludes abandoned sessions. Field completeness measured on required qualifiers.
Timeline
Design week + 1 sprint build + 1 week of UAT and field tuning.
Stack
Sales Cloud (Leads/Tasks/Campaigns), Subflows for enrichment and tasking.
Artifacts
- Wizard step screenshots (redacted data)
- Before/after AHT histogram
- Decision subflow map (region/segment logic)
- Chatter summary example (structured notes)
FAQ
Will this slow reps down?
No—conditional sections only reveal relevant fields. Required qualifiers are enforced, but optional fields stay hidden unless context demands them.
How does it adapt for regions and segments?
An admin-maintained decision subflow controls which sections and picklists appear based on region, ARR band, and intent—no edits to the main wizard.
Can we ensure the notes are usable by AEs?
The flow writes key qualifiers to structured fields and posts a concise chatter summary with bullet points for quick AE scanning.
What happens after submission?
A subflow creates the next best task, updates lead score hints, and—if thresholds are met—routes hot leads immediately to the correct owner/queue.
How do we monitor impact?
Dashboards track AHT, field completeness, step drop-off, and meeting rate by rep/region, with week-over-week deltas.