REFERENCE GU IDE
VERSION 6.3 April 2025
What is Salesforce?
Salesforce is a Customer Relationship Management (CRM) tool. At ScentAir, we use Salesforce across our entire business to prospect to potential new clients, upsell existing customers, managing customer support tickets, coordinating installations and much more. In Sales, you’ll use Salesforce to manage your business so you can be wildly successful. We’ll help you find your most-likely-to-buy prospects, expand your reach, process your deals, and help you be as efficient as possible so you can sell more and faster. This guide was created to be a reference material collection on all the ways in which our organization utilizes Salesforce. Whether it’s your first time using this platform, or you’re a pro, utilizing this guide will help you in those moments when you feel like something in the process just isn’t clicking.
Want to see something that’s not covered? Reach out to the Salesops team to suggest or request for information to be covered in the guide!
Be sure to email salesops@scentair.com and use the subject line “Reference Guide Request”.
Table of contents
Click on a topic to discover resources for each topic.
How to Log in
Salesforce Basics
Opportunity Creation
Sales Engagement
Multi-Location Agreement or MLA
Pandadoc Basics
Internal Request Types
Frequently Asked Questions
SOP’s
One Pagers
Download a PDF version of our quick-reference guides. Great to have in the field!
How to create a Quote for your opportunity
How to Create a Quote
How to send your quote/opportunity information to pandadoc
How to Create a Pandadoc
How to get rid of agreements that are no longer being used
PandaDoc- How to Void Agreements
How to create a sample request to be sent out to a client
Customer Care Request Button
How to create and follow up on customer care requests made via SFDC
How to Send a Sample Request
How to create a private label request for infused reeds
Making Changes in EQ v. PD How to create a Private Label request
When do I update information in EQ versus the padandoc directly
How to create a recontract that is dropping in RMR services
Recontract (Downgrading)
Salesforce Basics
Click on any topic to learn more about the best practices for utilizing Salesforce. Here you will find basic descriptions of the most used tabs in salesforce as well as video how to guides on how to use them.
Leads
Accounts
SF Maps
Marcore
Fragrances & Opportunties
Contacts & Tasks
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How to Log-in
Logging in Via Your Computer
1. Go to https://scentair.my.salesforce.com 2. Scroll down on your page to the section that says “Or log in using: ScentAir Single-Sign On” 3. Click ScentAir Single-Sign On 4. In the popup, use your email address and the same password you log in to your computer with Logging in Via Your Mobile Device 1. Go to the app store and download the Salesforce App Note: You will see multiple Salesforce apps appear when you search for Salesforce. The one you are looking for has a white background with a blue cloud as the icon. 2. Open the app and then click “Use Custom Domain” in the bottom right 3. Type: ScentAir in the custom domain box and click continue 4. On the next screen, go to the bottom of the page and to “Or log in using: ScentAir Single-Sign On” and click the button 5. Enter in your email address and then the same password you log in to your computer with
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Accounts
This tab shows all accounts in your name and ADI (area of dominant influence). You will have a list view drop down where you can toggle through all your accounts such as: Active RMR, hotels, and recently viewed, etc. Within this tab you will see a detailed overview of each account’s information such as address, phone number, status, and account number. From here, you can click on each hyperlinked account to see full details.
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Leads
Within this tab you will see a detailed overview of each leads’ information such as: company, email, and status. You’ll also be able to see if they have filled out a form or came across an ad on Google. These are people/companies raising their hand for more information. You will have a list view drop down where you can toggle through your leads such as: My leads, My hotels, and recently viewed, etc. Leads are a Salespersons dream because they’re already actively looking to solve a problem and buy.
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Marcore
Marcore is your home for ordering any and all marketing materials. In Marcore, you can order things like spec sheets, information for IAQ, business cards, and other ScentAir branded materials that can show your client the value of scent marketing and air purification.
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Contacts
Contact records store personal information and business information. In contacts we can store phone numbers, e-mail address, department name, lead Source, account name, physical addresses, titles, and custom information that’s important to for the account.
Tasks
Tasks is a resource tab. You can use this tab to see your upcoming or overdue tasks. There will be list views for you to toggle through depending on your search criteria. Examples of the different list views include overdue tasks, today’s tasks, my logged calls and more.
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Opportunities
Opportunities track and manage your deals within Salesforce. Opportunities record data about deals including the revenue, which accounts they’re for, the products the client will receive, their contract type and term length, and order details once processed.
Fragrances
A quick reference guide for all the fragrances offered at ScentAir. Here, you can view fragrance descriptions, sales numbers, and the active or discontinued status of a fragrance. There is also information about our top selling fragrances, top/middle/base notes of a fragrance, and the product types that fragrances are available for.
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Internal Requests
Sample Requests This process is owned by the sales ops team. Click below to view their documentation
How to Create
One-Pager
Regulatory Requests
This process is owned by the legal team. Click below to view their documentation. Click Here
Private Label Infused Reeds This process is owned by the Fragrance development team. Click below to view their documentation. Click Here
This process is owned by the Fragrance Development team. Click below to view their documentation. Fragrance Project Request
Click Here
Customer Care Request
This process is owned by the customer care team but incorporates several other internal teams as needed. Click below to view documentation
Click Here
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Internal Request- Sample Requests
Creating a Sample Request In Salesforce.com, go to the lead or contact you want to send your samples to and click “New” under the internal requests. You can also click the “Internal Requests” tab, then click “New”. A window will pop up asking you to select your record type. Select “Sample requests” and click next. If going through the internal requests tab, enter the name of the lead or contact. Select Fedex Ground as the shipping method. Using Overnight shipping must be pre-approved before submitting your request by emailing Gino Auletto/Lisa Hamon. If you want to include any marketing materials, select those from the marketing picklist. If you have any notes or comments to include about how/where the samples need to be completed or shipped to, you can use the “Other Notes & Comments” section. If your sample needs to be sent to a different address than the business address under your lead or contact, you’ll add this information to this section. Select your system type, AKA the type of samples you’d like to send. Click “Save”. You have now generated you request. Next, you will need to add fragrances to your request. Adding Fragrances to Sample Requests Click the “Fragrance Selection” tab, then click “New”. Use the search bar to look up fragrances by name or sales number. Next, click “Save & New” until you have all your fragrances added. To complete, click “Save”. To complete your request, click “Submit for Approval”. Once your request has been approved you will receive an email confirmation. You will also receive an email confirmation when your samples are out for shipping.
Marketing Picklist
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Internal Request- Sample Requests
What kind of samples do we have available? Click each image to learn more about the available sample types. Foil Sample Dram Sample
Sachet Sample
Infused Reed Sample
Strategic Sample Stick
TIP: Strategic sample sticks are reserved for the Strategic Team only. These are sent in the same boxes as drams.
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Note: This is used in North America only
Internal Requests- Customer Care Request Button
The customer care request button is used to automatically generate a case via salesforce which can be followed in real time. Customer Care request come in various forms such as: scent changes, customer referrals, invoice questions, account changes/updates and/or credit request. These are request that fall outside of your selling realm and will need to be handled by our Customer Care ongoing team.
There are several teams that utilize the information you provide them with for your customer care request. Those teams include ongoing care, tech services, inbound retention, and other teams like finance if needed. Every request is important to the success of these teams as well as your client so always provide as much detail as is reasonably allowed.
One-Pager
Detailed slideshow
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Customer Care Request Button
To create a new case, start on the homepage of the account you are submitting the request for. In the top right-hand corner, you will see a dropdown arrow next to the follow button. Select the dropdown arrow to display your options then select "New Customer Care Request" from the menu.
Do NOT start your case by clicking “new” under the cases on the account page. Customer care will not have access to your case record if you start your case like this. Always click the “New Customer Care Request” button. Think critically about whether or not your case is an escalation before submitting it as one. Escalation examples include a nonfunctioning machine, if a client is upset or unhappy, or if they’ve had a persistent issue that still has not been solved by previous solutions. Do NOT create multiple cases or use multiple ways of communication to the customer care team. This will force your case to the bottom of their queue every time a duplicate is created.
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Sales Engagement
Sales Engagement is a Cloud used to streamline the Sales lifecycle. Sales Engagement combines the core features of Salesforce designed to provide insight on prospective sales. It offers automation to ensure best practices by simplifying the workflow behind each touch point to a potential client.
Navigating Sales Engagement
Working in Sales Engagement
Lead Conversion
Cadences
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Navigating Sales Engagement
Locating Sales Engagement
In Salesforce, click the app launcher in the top left of the screen. It’s also often referred to as the waffle icon. A list view will open. If you see the Sales Engagement Icon, click that. Otherwise, use the search bar. The Sales Engagement home page looks like the Salesforce Lightning home page but with fewer tabs across the top of the screen.
Sales-Engagement-Specific Tabs
Most of the work you do in sales engagement will be done in this tab. Here, you can find all your daily tasks to complete for cadences in progress.
To see all available cadences, click “Shared with me” on the bottom left of the screen. We currently have cadences for every top vertical as well as Hunting Licenses.
List view of all tasks you’ve ever engaged with for a contact or lead including ones you’ve completed and not completed
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Working in Sales Engagement
Adding a single lead/contact to a cadence
Search for your contact or lead in Salesforce
Click into the lead/contact and click “add to sales cadence”
TIP: Depending on if you’re in Sales Engagement or Sales Lightning, this button may be in a different location. Best practice is to use Sales Engagement as it’s easier to find from there.
Adding multiple leads or contacts to a cadence:
To view multiple leads at once for a single cadence, you might want to change your view. Open the “Leads” or “Contacts” tab using the main navigator at the top of the screen. Click on the List View of the type of lead/contact you want to focus on. Check the empty checkboxes next to each lead to select them. Click “Add to Sales Cadence”. Use the search bar to find the cadence you want. Click “Add”.
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Cadences Working a Cadence
Open the “Work Queue” tab by using the main navigation arrow. Any contact/lead you have in a cadence with a step due today or that is overdue will appear here. Click the drop-down arrow next to the title of the cadence. A tab below will open showing the lead or contact’s name. Your first or next step in your cadence to complete will also appear here. Click the checkmark icon next to a leads name and more instructions on how to complete a step will appear When you’ve finished a step OR if you need to skip a step, click the drop-down arrow next to the checkmark icon beside the leads name and select complete or skip step. Two Ways to Remove Lead or Contact from a Cadence From Work Queue in Sales Engagement, find the lead to be removed. Click the drop-down arrow next to their name, then click “Remove from Sales Cadence”. Select the disposition and click “Remove”. OR From the contact or lead’s page, scroll far to the right side to see “Sales Engagements”. Click the drop-down arrow next to “Sales Cadence Steps”. Select “Remove from Sales Cadence”. Select the disposition and click “Remove”.
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Lead Conversion
You are ready to convert a lead once the prospect has made some sort of interest in moving forward
In SFDC, under the leads tab, locate and click on the name of the lead you’d like to convert Click the drop-down arrow in the top right of the screen and then click convert When you convert, you will create an account, contact, and opportunity. ALWAYS verify that there is not already an account/contact created under the same name. Duplicate accounts will need to be merged by the data quality team by emailing at salesops@scentair.com. If an account/contact already exists, you will need to click the existing account/contact. If you don’t want to create a new opportunity, click the checkbox next to “do not create opportunity upon conversion”. Click Convert. You will see a confirmation screen with your account and contact. You can click your new account/contact to view their pages or you can click the X to close.
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Salesforce Maps
SF Maps allows you to see customer data in context of location — not in rows and columns. Plot accounts, opportunities, and any Salesforce object on an interactive map. Surface insights and select only what's relevant. Quickly highlight top-performing accounts, filter newest prospects to follow up on, and select contacts by titles in an user-defined area. SF Maps is a tab in Salesforce that may sometimes be hidden under the more tab if you do not see it in your tabs. You will be automatically logged in once you open the tab. To create a route: Once logged in, a map will be shown of your territory. Open your saved reports by clicking Saved on the left navigation screen. Then click corporate. Click Account Executives- Reports. Select the report you’d like to view on your territory map. Use the filters and zoom features to decide what accounts you’d like on your route. Filters are checkboxes on the left side navigation screen and zoom can be done by clicking around on the map in front of you to view different area. You can also use the plus and minus buttons on the side of the screen. You can add a location your a route by clicking it on your maps, clicking Actions, and click Add to Route.
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Opportunity Creation
There are several ways you can start a new opportunity or “opp”. If you converted a lead the opportunity will already be created. To create an opportunity directly from the account page, scroll down under “Related” and click “New” under opportunities. You can also go to the contact you are working with in Salesforce, and on the “Related” tab, scroll down until you see “Opportunities” and click “New”. Next, choose your Record Type : New Sale = A new client who is not currently receiving services Recontract Sale = An Active RMR client who is looking to either add or remove services, who is having a price change, a change in their contract term, or any other change not reflected on their original agreement with us A few opp fields may need more explanation. Click below to find out more.
Close Date
Tax Status
Contract/Renewal Term
Customer Requested Date
Under Cons./Renovation
Pricebook Location
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Working in EQ
Once your opp is completed, utilize EQ link within Salesforce to create a Quote and send your Pandadoc agreement. Click below to watch a Video on how to create an Opportunity, how to create a Quote, or view the EQ terms dictionary
Enterprise Quoting is our new system within salesforce that we use to simplify the opportunity process. This system automatically syncs with Syteline, our new billing system, based on the information entered in the account page and opportunities.
Creating An Opportunity
Creating A PandaDoc
Creating A Quote
How to Create a Recontract Sale
Important EQ Terms Dictionary
Troubleshoot
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Creating a Quote
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First, create your opportunity. Then, in your opportunity, under the stages, copy the Opportunity ID. Then click Launch EQ.
Opportunity ID
A new tab will open in your browser for Enterprise Quoting in Infor. You will need to sign in once daily. Click Enterprise Quoting.
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Creating a Quote
If this is your first time EVER logging into EQ, you’ll need to click the navigator icon and then click Enterprise Quoting. Click the drop down arrow next to EQ and set it as your homepage.
Navigator Icon
Drop down menu arrow
To start your quote, Click Salesforce Quote. Copy and paste the Opportunity ID found on your opp and click Create.
TIP: If you are trying to locate a quote you’ve already created, DO NOT use the Opportunity ID in the search bar. You will need to use the Quote number on your opp under Quotes.
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Navigating your Quote
The information under Quote Summary is automatically filled out based on the information you had on your opportunity i.e. contract length, renewal type, billing type, etc. To update this information, change it in your opportunity. Then in your quote, click Sync SF Data.
To add products to your Quote, click Add Items. Once you add products to your quote, they will appear as Line Items.
To edit details of a Line Item, click the 3 dots under Actions on the line you want to edit, then click Change Options. DO NOT click Adjust pricing. This feature does not work.
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Adding Products
To add products, click Add Item. To add a product, click configure next to the product type you are adding. Follow the prompts as they appear. When you are finished, only click Finish- DO NOT click save.
To bundle multiple products together, you will add Products by the targeted areas, meaning you can bundle products together if they are going in the same place. i.e If you have splashes all going in hallways, you can bundle these together by making the target area Hallways and changing the quantity after it’s been created as a line item.
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Adding a Fragrance Schedule
To create your fragrance schedule, under Fragrance Schedule 1, add your first and/or only fragrance to January using the drop down. The first shipment month will auto-populate you do not need to change this.
You can type in the fragrance you are looking for- no more endless scrolling! You can select different fragrances for different quarters here and/or add an additional fragrance if they want multiple fragrances per quarter sent to them. To add another fragrance to a shipment month, click the drop down under the month you want to change and type in the fragrance you are looking for.
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Continuing to Pricing
If your product is being installed, choose AMP or Full Service. Choose Yes or No for ScentConnect. If you are keeping the suggested pricing, the connect fee will be automatically included. If you are changing this pricing, you will add the fee to whatever your pricing is. If you are using a
sales promo, select it from the drop-down menu.
Pricing will suggest what your price should be. If you need to edit it, type in the Adjusted Sales Price. This is the same for the install fee, you can type in changes if needed.
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Final Quote Notes
Click Finish- DO NOT click proceed to final spec. This is for Tech services only. You’re products will appear on the right side. Add more products as needed. Once all products have been added, click the Quote number at the top to return to your line items. You must go over this information and verify that it is all correct. You can update any of the information in your quote or your opportunity at any time as needed by clicking the three dots under Actions and clicking Change Options. DO Not click adjust pricing- this feature does not work. You will never need to click Submit on a quote. Once your document is signed, you will only need to submit your opportunity through Salesforce.
TIP: To quickly create line items for same products with different target areas, click copy line using the three dots on the line item you want to copy. Then update the targeted area as needed.
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Creating a PandaDoc
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In your Quote, click Print and then click Create Document.
Select the folder containing the template you are looking for. The General ESS is under ScentAir NOAM- Standard Agreements.
Click Finalize Quote. If there are errors on your opp/quote, they will appear in a pop-up, otherwise it will say success. DO NOT click View Document to sign your pandadoc. View Document will download your document as a PDF. TO SIGN your document, you will get an email asking you to sign your pandadoc. You will always be the first signer. TO REQUEST AN ADDENDUM, go into the pandadoc website and open your document. Use the pandadoc chat to request approval from your manager. Once Salesops has sent you a message that your addendum has been added, sign and send as normal from the pandadoc website.
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Recontract Sale Opportunities
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The Recontract option is used when clients currently have an active agreement and would either like to remove and/or add service OR change anything about their current agreement terms.
Create an opportunity using the Recontract Sale record type. This uses the same fields as a New sale. Click Launch EQ. Click Salesforce Quote and copy and paste the opportunity ID from your newly created opp. Click Quote Changes.
A contract box will appear asking you to select the most recent quote attached to this account. This section may be blank at first but as a new contract has been entered, you will see it as an option to select. If no options appear, still click recontract.
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Recontract Opportunities
All products from the original contract will need to be on the Quote if the client is keeping them for every kind of recontract.. Edit them as needed, using the dots under Actions to remove products or duplicate products as needed. If no products populate, please add all products that the client has AND is keeping, adjust pricing as needed, make any needed changes. If products need to be updated, they will have a red exclamation point under status.
Removing products - use the dots under Actions to remove products. On your opp, list the product under Equipment to be removed. No change products - If your client is keeping a product, click three dots under Actions, then click Change Options and choose No Change as the Recontract Type. Click Finish.
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Recontract Opportunities
Product Price Change- If your product is increasing OR decreasing price, choose this in your Recontract type by clicking Change Options under Actions. Next, click pricing and change the price as needed. Click Finish.
Adding Products- Click Add Items. Select your products and select Add New for Recontract Type. Fill out all the prompts as they appear. Click Finish when done. Click your Quote number in the top right to return to your quote screen.
Add On Pandadoc (NOAM and AUS only)- When your quote is done, you will click print to create your pandadoc as normal. Next, select ScentAir NOAM Standard Agreements and click General
Addendum. If there are any other changes made to this agreement, you will not use the General Addendum.
IMPORTANT TERMS DEFINED for Opportunities and EQ
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02.
01. New Sale- Client has never had services with ScentAir before. Recontract- Client is making changes to an existing contract. EX: changing contract terms, adding new devices, removing devices
Opportunity ID- Found in your opportunity, next to the launch EQ button. Use this to start a Quote that will link data to your opportunity.
03.
04. EQ (Enterprise Quoting)- An
Pricebook Location- A field on your opportunity that MUST be filled out before starting a quote. Select your region from the drop down menu.
Application in Infor that you will use to create a Quote and that data will be synced to your Salesforce opportunity.
05. Quote- Where you create the product order information that is reflected in Salesforce and your Pandadoc Agreement. Quote Number- Created automatically once your create a Quote. Can be found in EQ and in your opportunity. Starts with DQ... Quote Summary- The information you entered in your opportunity about the sale you are creating
06.
Quote Changes- Used when creating a Recontract. Click this and select the previously created contract to sync syteline history to your quote.
Contract Number- This will be selected in Quote Changes when you are recontracting. Always select the most recent. Will be a series of numbers and letters starting with KU...
08.
in numerical order. 07.
Sync SF Data- Button in EQ in a Quote. This is used when something in your Opportunity has changed and you need to transfer that data into your quote.
Line Item- A Product or Bundle that you have added to your quote. These will be
Ex. You changed the terms length. You changed a main contact.
10. IT Ticket, Send to IT- To create an IT ticket EITHER email scentair@service-now.com and include a brief description of your issue including account and/or quote numbers. OR on the homepage of Salesforce Lightning, in the top right, click Scent IT Service Desk, log in, and click Submit Request.
SRO- SRO stands for service request order. Essentially it's a recurring shipment. 09. INUS- prefix "IN" followed by the site abbreviation is a SRO for the customer's initial order. IUS- incident. Incidents drive the case creation for installations and recurring services. WUS- customer order for web orders. CUS- customer order for b2b.
Need more terms added for definition? Reach out to Salesops by emailing salesops@scentair.com
SOP’S To be updated as needed
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Click Here
Bundles Products- Contract Status
Click Here
Processing Install Fee Quantity Population
Click Here
Stream- No Change Recontract
Click Here
Currency Change in Syteline
Click Here
Legal Name VAT SOP
Click Here
Recontract- Multiple Selection
Click Here
Seasonal Contract vs. Seasonal fragrance
Click Here
Demo vs. PO
Click Here
New Sale Vs. Recontract
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PandaDoc Basics
PandaDoc is our e-signing software that we use to generate contracts to send out to our clients. PandaDoc works with Salesforce integration to connect the information on your sales opportunity to the contract you send out to your clients. Some features include: live updating, meaning multiple people can be in document at the same time and can see any edits or updates made in real-time built-in chat feature that you can use to communicate internally as well as externally with your clients website dashboard which shows where all of your documents are at in the signing process
PandaDoc Website
How to Log in
Send a PandaDoc
Pandadoc FAQ
One-Pagers
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PandaDoc How to Log In
How to login via SSO to Pandadoc.com Go to https://app.pandadoc.com/login/ Select “log in with SSO” Enter your ScentAir email address and select “login”
Tip: While working in Salesforce, you may be asked to sign into Pandadoc. This happens when you have not used PandaDoc for more than two weeks or if there has been internal updates to the PandaDoc database.
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PandaDoc Website
You can access the Pandadoc website here: https://app.pandadoc.com/login/ To access a document to edit, you can find it by several different ways: 1.After logging in, click your document on the right side of the screen. Go to Documents on the left side of your browser. Click the search bar at the top right and type in the name of your business or quote number. 2. Click Team dashboard at the top of the browser. Click the folder depending on your document status. I.e. if your document has been sent to only you, it should be in Sent. If your document is in draft, click draft. 3.
Your pandadoc Dashboard will show you where your documents are sitting. If your document has been sent to you or the client but not yet opened or signed, it will be in Sent If your document has been viewed by the client or customer care, it will be under viewed. If your document has been completed by Customer Care, it will be in Completed.
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Creating a PandaDoc
Watch a Video
In your Quote, click Print and then click Create Document.
Select the folder containing the template you are looking for. The General ESS is under ScentAir NOAM- Standard Agreements.
Click Finalize Quote. If there are errors on your opp/quote, they will appear in a pop-up, otherwise it will say success. DO NOT click View Document to sign your pandadoc. View Document will download your document as a PDF. TO SIGN your document, you will get an email asking you to sign your pandadoc. You will always be the first signer. TO REQUEST AN ADDENDUM, go into the pandadoc website and open your document. Use the pandadoc chat to request approval from your manager. Once Salesops has sent you a message that your addendum has been added, sign and send as normal from the pandadoc website.
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PandaDoc FAQ
Unasigned Fields & How to Stop Signing Reminders
Client has not received the document
How to edit a document after sending
How to Void a PandaDoc
How to request addendum approval
How to change signers
How to Suggest Edits/ How to Locate a Document
Strategic NA only: How to upload strategic agreement
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PandaDoc FAQ
Why has the client not received the agreement?
Your agreement should be in “Sent” status. Double check the email address under your contact by looking at Manage Recipients Ask the client to check all spam/junk folders or if there are any known firewall that prevents them from receiving external links If a client is unable to receive/sign a PandaDoc, download a PDF copy and email them by clicking the three gray dots at the top right, then clicking download, and download as .PDF.
PandaDoc Status Types: What do they mean?
agreement has been sent to you. client has not yet opened the document
you can edit every part of your document it has NOT been sent
document has been completed by all parties customer care has signed
client or onboarding has opened document. Will follow the signing order
to the client.
Tip : you can find your document status below the title or name of your document.
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PandaDoc FAQ
How do I void any unused documents?
Log in to PandaDoc directly https://app.pandadoc.com/login/
Click Documents on the left-hand side and click “Created by me”
Hover over the document you would like to change and select the (3) dots on the right. Select “change status”
You can choose to change the status to “Declined”. This will replace “Deleting” or “Voiding”
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PandaDoc FAQ
Why is PandaDoc saying I have unassigned fields?
Use the up/down arrows to view all fields that require a signer but have not been assigned one. select a signer from your recipient list. Once all unassigned fields have been updated, you can send your agreement.
Tip: You can assign all as long as all of the fields should be assinged to yourself.
My client has already signed, why are they still receiving reminders? You have sent multiple agreements to the client and not voided unsigned agreements. In the pandadoc website, search the Quote number or business name to search all Pandadocs that have been sent to the client Do not touch a completed agreement as any changes made will remove the signatures. Void any documents that are no longer needed.
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PandaDoc FAQ
How do I make changes to a document I’ve already sent?
Every part of every PandaDoc is editable. Open your Pandadoc from the pandadoc website If your document is NOT in draft mode, Click on “Actions” then click “Edit document”
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Tip: This moves your document into draft mode. All signatures will be removed including your own. This is why it’s important to check all information before sending an agreement out to the client.
First make your changes on your Opportunity and Quote In your quote, you will click Print then Create document Follow the normal steps to create your pandadoc by selecting the template type. Verify the information in your document has been correctly updated before resending your document for signature.
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PandaDoc FAQ
How do I change signers? Open your document in the pandadoc website Click the manage recipients tab. Click on the person currently assigned as the signer. Your Main Contact on your opp will always be your signer. Click change signer and enter the email or name of the person you want to change to. If their name/info pops up, click them. If they don’t pop up, add them. Click change.
How do I add/remove a CC?
To add a CC: Click the manage recipients tab. Type in the name of your CC in the search bar If their name/info pops up, click on them and click change. If it doesn’t appear, add them as new Drag and drop the CC above the client to ensure the signing order is correct. To remove a CC: click on the name of your CC, click remove CC
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PandaDoc FAQ
How can I request Approval for an Addendum?
When requesting an addendum, you will always need to get your managers approval. To do this, you’ll use the PandaDoc Chat.
Open your agreement in the pandadoc website and click the Chat icon in the top right corner. Click into “post a private message" and type in the text block to request addendums Type " @ " and then your manager’s name to tag them in the message. If you do not tag your manager, they will never see the message. You can click on their name when it pops up Once your manager approves the addendum, SalesOps team will then go in and add the addendum. Shortly after you will receive a confirmation via PandaDoc chat that "The addendum has been added".
Tip: Some Addendums will have fields that you will need to fill out, for example, Paid Trial and Construction Addendum. You will not be allowed to send until these have been filled out.
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PandaDoc FAQ
Your document must be sent out to the client first in order for them to suggest changes Your client will suggest edits that need to be approved by our legal department. To get approval, you’ll add Dalisha Sturdivant to your document as a collaborator Once Dalisha has made changes to the document, she will adjust your signing order so that the document goes back to the client to review and accept the changes Once the client accepts the changes and signs, you will be sent the document to sign again How can my client suggest edits to the agreement terms?
TIP: If a client suggests edit to something that does not require legal approval (ex. contact information, term/renewal length, product changes) You will not need to go through this process and can make those changes on your own.
How can I find a document I’ve already created?
Log into the Pandadoc Website Click Documents on the left side of the screen
Either look in the list view of your created documents OR search using the search bar in the top right. You can search EITHER the business name or the Quote number.
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Multi-Location Agreements
MLA or a Multi Location Agreement are a type of contract available to clients who have more than one location that they would like to add scent services to. These deals are a great way to ensure a client with several properties an easy process to sign several locations all at once.
MLA Salesforce Organization
MLA Checklist
Completing the Agreement
MLA Recontract Sales
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MLA Checklist
What is an MLA?
MLA or a Multi Location Agreement is a type of contract available to clients who have more than one location that they would like to add scent services to. The agreement consists of: one agreement which all serviced locations will fall under and be subject to the terms of an Exhibit A which will list all actively signed properties and their services
Before Starting an MLA...
My client has multiple properties ready to sign and/or has a few properties to sign on now with more in the near future My client has one signer who will be solely responsible when future properties sign on If my client wants consolidated billing, they must have minimum 5 locations ready to sign on at once
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MLA Salesforce Organization
All locations should have their own account page in Salesforce All locations AKA children accounts should be linked to the parent account. The parent account cannot be an active RMR location but you may create another account with the same information and label it the parent account All children accounts should be renamed to align with the parent. EX: if the parent account is called Smith Management, the location names will need to look like this- (parent account) Smith Management- The Plaza (location name) How to Organize Accounts in SFDC:
All child accounts must have their own opportunity in SFDC and a Quote created in EQ. These opportunities will be turned in for approval by onboarding. Please put MLA somewhere in the name of the Opportunity
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MLA Completing the Agreement
To start an MLA, go to the pandadoc website. Click Create document at the top and select the MLA template from the standard agreements folder. Work top down on the agreement so as to not miss any fields The date on page 1 of the agreement does not need to match the date the client signs, that way they have time to review the document This agreement type will look different than most other contracts we use. Please reach out to sales ops if you need assistance at any point by emailing salesops@scentair.com
Section 1: nothing is needed in section one, it is a description of the type of services we will be providing the client with. IAQ can be added to the line if necessary.
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MLA Completing the Agreement
Section 2: List any and all equipment types that properties will be available to have under this contract next to each equipment piece when it is applicable, list the color and service type. You can choose to use both lines or just separate products types with commas
Section 3: section A will be for any processing fees or install fees If voiding these fees, this will need to be approved by your manager like with any other contract and yu will not need to list this section B will be the price per one piece of equipment. This will be the monthly RMR price per product You can choose to use both lines or separate by commas
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MLA Completing the Agreement
Exhibit A Fill out a line in the table for every child account signing onto the agreement DO NOT complete the section labeled Effective Date. This is to be left for onboarding. You will need to add more date boxes to this section for onboarding to complete.
How to Add More Lines to A Table
Click anywhere on the product table Click the white plus button that appears under the middle of the table
Tip: If there are more lines than needed on an Exhibit A, you can leave them blank.
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MLA Completing the Agreement
How to Add Date Boxes Exhibit A Click on an existing date box that is already on the agreement Click the duplicate button (plus sign) and drag and drop the new date box to the correct spot If you see the date boxes moving around when you are typing in the table, they will automatically readjust themselves once you are done- no need to move them again
Tip: Once your Exhibit A is completed- STOP . Look over all of the information on your agreement & exhibit to ensure they are correct. Checking this information NOW , instead of later will make the experience for both you and the customer much easier.
Once you’ve followed all these steps, send and sign your agreement as normal.
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MLA- Recontract Sale
To Add Products/Add A New Location: Create a recontract opp on the child account and a quote. Do not create a pandadoc. In word, edit your exhibit A from your most recent agreement. Send this and the name/email of the client to salesops@scentair.com to upload the document into Pandadoc and send to you to sign. Once the Exhibit A is signed, you can submit your recontract opportunity on the child account. To Add a Location to an Exhibit A Add the location and list the location as new.
To Add/Remove Products on an Existing Location on an Exhibit A Mark the location as a recontract. List the products that are already there and list what they are adding or removing.
If they are keeping a product they already have, list the product as Existing
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MLA- Recontract Sale
To Remove a Location from the MLA Remove the location from the MLA and follow all steps to have the document signed. Rech out to Retention in order to have the location’s contract cancelled.
To Make Changes to the Terms of Contract: Create a recontract opp on the child/children account. Create a New MLA in the Pandadoc website using the MLA Template in the Standard Agreements folder. In word, edit your exhibit A from your most recent agreement. Send this to salesops@scentair.com and we will upload the document into the Pandadoc you created. This will save you time in having to recreate your entire exhibit A. Sales ops will Pandadoc chat you when this is completed. Follow all normal steps reguarding signing the document/submitting when signed.
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Frequently Asked Questions
Q: Who handles consolidated billing? How many accounts are needed to consolidate a group of accounts? A: Onboarding will process all things consolidated related. There will need to 5 or more locations to consolidate (not including the parent account). Q: Where can my client go to setup a credit card for advanced payment or autopay? A: Clients can use our online payment portal to sign up with a credit care for both reoccuring and one-time payments: https://pay.scentair.com/ Q: If my client is recontracting with a decreasing in RMR services, who should I contact to process this? A: Any downgrade in RMR of an account mustbe assigned to customer retention in pandadoc. This includes also includes MLA’s with locations that are downgrading.
Q: Where can I find a customers current services?
A: If they are listed as Active RMR, you can find their current agreement on the account page under Customer Contracts. If they were a client previously and want to know what fragrances/products they had before, you can find their previous contract under Notes & Attachments.
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Frequently Asked Questions
Q: Where can I find the specific pricing for a Hunting License Account?
A: The Hunting License Parent account under details “strategic information”. If you have any pricing questions that are not covered in this section, best practice is to contact the owner of the account via email.
Q: How do I complete a Purchase Order for a client?
A: You will send it to salesops@scentair.com with the details of the order including what the client would like and who the contact/signer for the order will be. It will then be sent to your client for review and signature. From there, it will be sent to the Onboarding to process and place the order.
Q: Who can I contact about shipping information?
A: If your shipment is for a purchased/contracted product, contact SOconfirmation@scentair.com. If you’re looking for tracking information for a sample request, contact shippinginquiries@scentair.com
ScentAir Directory
Ever wonder the best way to reach out to another ScentAir Team? Check out this guide to interdepartmental communication.
Sales Operations
Customer Care
Onboarding
Sales Support & Data Quality
email: onboarding@scentair.com
email salesops@scentair.com
Ongoing
submit a new customer care request in salesforce For multi-account issues at call/email at 866-723-6824 and customercare@scentair.com
ScentAir Legal Team Contract Review contractreview@scentair.com Vendor Set-up email vendorsetup@scentair.com
Retention
email: customerretention@scentair. com
ScentAir IT
Marketing
email: scentair@scervice-now.com
create a new request in ClickUp: https://forms.clickup.com/f/ a368d- 7/1A1SKQ9W52N1YZZJ5E
Fragrance Development email: fragrancedevelopment@scen tair.com
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