Differences Between Enrolling Accounts and Leads

Overview

You may want to review a quick breakdown of the differences between enrolling an Account versus a Lead into Playbooks operationally and from the perspective of tasks performed by representatives.

Information

Accounts (and Opportunities) function in Playbooks similarly to Leads (and Contacts) with some nuances to manage multiple contacts being involved. Users enroll Accounts into Plays and complete Play Steps just as they would for Leads (the process is similar), but Accounts (and Opportunities) may require a couple more clicks before the user can contact a potential customer (to select the required contact).

The key difference between enrolling a Lead and enrolling an Account is related to the fact that a contact is the primary object of the cadence:

• If you enroll a Lead (or a Contact) in a Play, the interaction is one-to-one. Playbooks will log activities to that single Contact.
  
  
• If you enroll an Account (or Opportunity) in a Play, the interaction can be one-to-many as Playbooks will pull in contact information for Contacts related to the account (not more than 25). Playbooks will log activities to the Account as well as the specific Contacts that you choose to engage with from the Account.
  

  When an Account is enrolled in Playbooks, Playbooks brings in the 25 most recently modified Contact Roles based on the Last Modified Date which will be updated for any new activity or record change. There can be more contacts associated with the Account or Opportunity, but Playbooks caps the number of automatically added Contact Roles to keep Playbook from becoming bogged down with irrelevant contacts.

  Accounts (and Opportunities) that are enrolled in Plays will have Play Steps due just like any other record in Playbooks. When actioning a non-person record (i.e. account), the user must select who they are calling or emailing before completing the step.

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