Lead, Account, Contact, and Address Runbook

Sales-user operating guide for customer records, contact roles, address tracking, duplicate checks, and lead conversion

Use this page when a rep is creating or cleaning up customer records before quoting. In QA, start from the Sales app:

https://exodus--vesper.sandbox.lightning.force.com/lightning/app/Sales_Workspace

What Belongs Where

Record	Use it for	Do not use it for
Lead	Unqualified or pre-conversion prospect.	A long-term customer account with orders.
Account	Customer company, billing identity, credit context, and account-level payment methods.	Individual-only contact details without company context.
Contact	People, buyers, payers, shipping contacts, and primary communication points.	Company-level terms or ownership.
Address Tracker	Reusable billing, shipping, and operational addresses.	Free-form one-off addresses on downstream records when a reusable address exists.
Opportunity	Pipeline and reporting layer for quotes, orders, invoices, payments, and conversion.	Manual duplicate pipeline records for the same quote/order path.

Lead Intake

Create the lead from the Sales app or the NewLead action.
Fill company, name, email, phone, lead source, business context, and owner.
Log the first activity from the record so Lead Performance reporting can measure follow-up quality.
Run ScanForDuplicates before converting if the lead resembles an existing customer.
Convert through the custom ConvertLead action when the lead is ready for quoting or account ownership.

Good lead hygiene keeps dashboards meaningful. Missing activity, owner, source, or conversion data weakens Lead Performance, CRM Performance, and sales-team reporting.

Duplicate Review

Use duplicate tools before conversion and before creating a second account:

Surface	Purpose
`duplicateDetector`	Inline duplicate warnings on customer pages.
`duplicateScanAction`	Manual scan action from Lead or Account.
`duplicateOverviewDashboard`	Admin/ops overview for duplicate volume and trends.
`duplicateMergeWizard`	Guided merge process when records should collapse.
`Duplicate_Match__c`	Stored match evidence and status.

Do not merge records casually. Check active quotes, sales orders, invoices, saved payment methods, ownership history, and open tasks before choosing the survivor record.

Account Setup

Account records should be strong enough for quote, payment, invoice, and fulfillment work:

Confirm account name, owner, company identity, primary contact, and active status.
Review payment terms and account credit context.
Confirm billing and shipping addresses are available through Address Tracker.
Use ChangePrimaryContacts to maintain primary customer contacts.
Use PrintAccountSummaryPDF only after account data is clean enough to share.

The Account page includes summary and related-record components. Use those views before creating new records because they expose quotes, orders, payment context, and contact health.

Contact Setup

Contacts should be attached to the right account and should carry the communication details needed for approvals, invoices, payment links, and tracking.

Check:

Field area	Why it matters
Email and phone	Used by quote, invoice, payment, and tracking communication.
Account relationship	Keeps activity and payment history attached to the customer.
Primary contact role	Drives default recipients and user context.
Contact data validation	Helps avoid bad emails and unusable phone/address data.

If Contact Data Settings are changed, admins should validate the sales path by creating or updating a representative contact before treating the setting as ready.

Use Address Tracker and embedded address sections for reusable addresses. The project includes Address_Tracker__c, addressSection, addressTrackerManager, universalAddressManager, and universalContactSelector surfaces.

Address rules:

Use known Account/Contact addresses before typing a new address on a Quote or Sales Order.
Keep bill-to and ship-to clear. They can drive invoices, tax, shipping, payment billing, and fulfillment.
Treat address corrections as customer-data corrections, not line-item edits.
If a ship-to location changes after order conversion, confirm fulfillment has not already been dispatched.

Activities and Follow-Up

Use Salesforce tasks, events, calls, and follow-up actions on the customer record. In this project, Tasks are not generic notes. They carry structured sales intelligence, follow-up commitments, product interest, buying signals, compliance context, and quality status. See Task and Activity Best Practices before changing the way reps log lead calls or follow-up work.

Activity history supports:

Report surface	What it reads
Lead Performance Dashboard	Lead touch, quality, and conversion behavior.
CRM Performance Dashboard	Account/contact/opportunity activity health.
Sales Performance reports	Rep activity, pacing, and customer follow-up.
Ownership Transfer Dashboard	Handoff quality and recipient action after transfer.

Do not keep customer-critical follow-up only in a personal inbox or note. It will not be visible to managers, support, AR, or operations.

Ownership Changes

Use the TransferOwnership action on Lead, Account, Quote, or Sales Order. The custom transfer path records source owner, destination owner, reason, and context through Record_Ownership_Transfer__c.

Before transfer:

Confirm the receiving owner is correct.
Note any open quote, approval, payment, fulfillment, or collection work.
Leave the customer-facing next step clear.
Check dashboards after transfer if the record affects manager reporting.

Escalate When

Escalate to sales operations or an admin when:

Symptom	Likely owner
Duplicate merge would touch payment methods or invoices.	Sales operations/admin.
Lead conversion fails validation.	Sales operations/admin.
Account has conflicting owners or sales teams.	Sales manager/admin.
Address correction would change an already dispatched order.	Operations/3PL owner.
Contact data settings block a valid business case.	Admin.