Reference Guide
Version 7.0 November 2025
How to Use this Reference Guide To use this document to its fullest potential, read through the information options found in each table of contents. Chapters in the table of contents are broken out by relevance of information and user frequency. Videos tutorials, term glossary definitions, photo examples, and relevant SOP’s are found in two places throughout the guide, both in their own section, and embedded within the chapters according to relevance.
Table of Contents
SalesForce Basics
Leads
Opportunities
EQ (Enterprise Quoting)
Pandadoc
MLA (Multi-Location Agreement)
SOP’s (Standard Operating Procedures)
Terms Glossary
Salesforce Basics
Salesforce is a Customer Relationship Management (CRM) tool. At ScentAir, we use Salesforce across our entire business to prospect potential new clients, as well as to upsell existing customers, manage customer support tickets, coordinate installations, and more.
How to Log in
Accounts
Contacts
Tasks
Fragrances
Marcore
Internal Requests
Customer Care Requests
Opportunities Opportunities are used to record and manage your deals within Salesforce. Within an opportunity, you can find information about revenue, products, term length of contract, and order processing details.
How to Create- New Sale
A New Sale Opportunity is used for new customers who do not have an existing contract with us, OR clients who used to have an active RMR contract which was cancelled or expired and want to restart services.
How to Create- Recontract
A Recontract Opportunity is used for active RMR customers who either want to add to, remove services, or adjust any of the terms and conditions of an active contract.
Pandadoc Essentials & Tools PandaDoc is our e-signature software that we use to generate contracts to send out to our clients. PandaDoc works with Enterprise Quoting integration to connect the information on your quote to the contract you send out to your clients. In the website, you can find features like the documents dashboard to visual your document status. Within a document, you can use the built in chat feature to ask questions or request addendums. Pandadoc is equipped with live-updating, meaning multiple people can be in a document at once to edit. You can also add members of our legal department to collaborate on document edits as requested by a client.
How to Create A Pandadoc
How to Request An Addendum
How to Edit A Pandadoc
How to Request Legal Language Changes
Enterprise Quoting
Enterprise Quoting is our system within Salesforce that we use to simplify the opportunity process. This system automatically syncs with Syteline, our billing system, based on the information entered in the account page and opportunities. Within EQ, Pandadoc integration
connects your quote information to your agreement making the signature process smoother and faster.
How to Log in and Pin Pages
How to Create a Quote- New Sale
How to Create a Quote- Recontract
Navigating a Quote
Leads
Leads is used to effectively manage and ensure a timely follow-up with leads by improving conversion rates and enhancing overall customer experience. To ensure accurate data management and prevent duplication of records, as well as accurate lead conversion reporting, converting and managing a lead correctly is key.
How to Navigate and Use Listviews
Lead Conversion
MLA’s
MLA (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. Completing this type of deal is a great way to ensure a client with multiple properties an easy process to sign several locations at once. An MLA sets the pricing and terms of any future agreements that fall under the parent account.
How to Organize in Salesforce
How to Create Agreement
How to Recontract
SOP’s Standard Operating Procedures document any changes in our day to day processes for our most utilized tools. For example, any updates to Salesforce, Enterprise quoting, opportunities, and/or Pandadoc will all be documented in these two chapter folders. These lists are updated frequently and notifications are also sent out to Sales Leaders as SOP’s are published. As information and processes change and update, please reference these folders for accurate and up-to-date information.
Salesforce
EQ
How to Log in
Log in Via Computer Go to https://scentair.my.salesforce.com Scroll down on your page to the section that says “Or log in using: ScentAir Single-Sign On” Click ScentAir Single-Sign On In the popup, use your email address and the same password you log in to your computer with Log in Via Mobile Device 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. Open the app and then click “Use Custom Domain” in the bottom right Type: ScentAir in the custom domain box and click continue 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 Enter in your email address and then the same password you log in to your computer with
Accounts
Account overview This tab shows all accounts in your name and ADI . You will have a drop down list view, in which you can toggle through your accounts such as: Active RMR , hotels and other verticals , and recently viewed, etc. Within this tab you will see a detailed overview of an account’s information such as address, phone number, status, and account number. From here, you can click on each account to see full details.
Contacts
Contacts Overview Contacts records and stores personal and business information. In contacts, you can store phone numbers, e-mail addresses, department names, lead sources, account name, physical addresses, titles, and custom information which may be important to the account. The contact roles store what type of contact the person is to the account (ex. Billing contact, Shipping contact) and will reflect into sales opportunities. You can also make internal requests directly on a contact’s page.
Tasks
Tasks Overview Tasks is a resource tab. You can use this tab to see your upcoming or overdue tasks. Depending on your search criteria, you can use the list views to toggle through and define your search. Examples of the different list views include overdue tasks, today’s tasks, my logged calls and more.
Fragrances
Fragrances Overview The Fragrance tab is a quick reference guide for all the fragrances offered at ScentAir. You can view fragrance descriptions, sales numbers, and the status of a fragrance, which determines if the fragrance is active. 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.
Marcore
Marcore Overview Marcore is your home for ordering any and all marketing materials. In Marcore, you can order things like ScentAir branded materials that can show your client the value of scent marketing and air purification. Buisness card, holiday cards, ScentAir branded sticky notes, and much more are available for ordering under this tab. You can also order vertical specific marketing cards for both scent solutions and air purification.
Internal Requests
Types of Internal Requests Click a request type to learn more about it: Sample Request This process if owned by the Sales Ops team and the BDR team Regulatory Request This process is owned by the Legal team Private Label Infused Reeds This process is owned by the Fragrance Development team Fragrance Project Request This process is owned by the Fragrance Development team
Sample Requests
Creating a Sample Request In SF, go to the lead or contact you want to ship to. Click New under internal requests Select Sample Requests from the pop-up and click Next Select Fedex ground as the shipping method, select optional marketing materials if needed, and leave any notes including address changes to the section Other Notes and Comments Click Save. Adding Fragrances to a Sample Request Click the Fragrance Selection tab on a sample request, then click New Use the search bar to look up fragrance by name or sales number. Click Save and New to add multiple fragrances at once To complete request, click save. Next, click Submit for approval. You will receive email confirmation when your request is approved and completed by the BDR team.
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Customer Care Request
Use the customer care request button to generate a case on an account page. Each case can be followed with live updating in real time. See below for examples of customer care requests can be used to complete.
Departments Utilizing Customer Care Requests
Ongoing Care Tech Services Account Services Remember, every request is important to the success of these departments, as well as your client. Please provide as much information as reasonably allowed.
Customer Care Request
Create a Customer Care Request
On the account page, click New Customer Care Request. DO NOT start a request under cases on the account page. This is incorrect and it will not be seen Add any applicable contacts from the account Select your How Can We Help You? reason Use the description box to clearly and concisely explain what is needed When finished, click Save. Please allow 72 hours below following up on a request. DO NOT create multiple cases for the same issues
Leads: How to Navigate
Navigating and List Views To Locate the Leads tab, sign into Salesforce and be in the Salesforce Lightning tab found under the App Launcher in the top left corner Use the search bar to find Sales Lightning. Then, click the Leads tab
The tab will default to Recently Viewed, unless another list view is pinned To Pin a list view like My Leads, click the drop down arrow next to Recently Viewed, search for My Leads and click on it, then click the Pin to pin that as your home in Leads
How to Convert a Lead
3 Ways to Convert Convert and Create Account/Contact/ Opportunity Convert and Create Account/Contact
Merge the Lead into an Existing Account/Contact You can also disqualify a lead no longer needed First, go to the Leads tab in SF. Find the lead and click to open it Click convert in the top right corner
Before moving forward, confirm that there is no existing Account or Contact with the same name If one does exist, click Existing Account/Contact. Otherwise, choose Create a New Opportunity and/or Account Leads should only be converted to opportunities when there is a viable sales opportunity Leads should not be made disqualified then made again as a new account/contact Leads reporting is sent to RSM’s regularly for management SOP Folder
How to Create- New Sale
Ways to Start a New Opportunity
If you are converting a lead, the opportunity will be created automatically so no need to make another On the account page, under related at the top, click New under opportunities Under the contact you are working on, click Related, scroll to opportunities, and click New
Watch a Video
Filling Out an Opportunity
Select New Sale as your record type and click next. Complete the opportunity top down. Create a short name for the opportunity. Too much text in the name will not work in the system Add the Close date and Stage that your opportunity corresponds with To Pricebook Location , add your country code based on your global region Answer Under Construction/Renovation status for the property you are signing
Continue on next page.
How to Create- New Sale
Filling Out an Opportunity Answer New Customer status as Yes If needed, add tax status (this is not needed for most opportunities) Add the Legal name and Competing With details Add the Contract term and Renewal term . It is optional to add details about the install charge, rolling fees, and service type If applicable adjust your Billing Type Add your contacts for main, shipping, billing, and service Click Save
SOP Folder
How to Create- Recontract
Types of Recontracts
Adding on Products To add products to an existing contract, create a recontract opportunity, create a quote, and create a pandadoc using the General Addendum template Removing Products Create a recontract opportunity, create a quote, create a pandadoc using the General ESS template OR the applicable hunting license template Only add the products they are keeping on the quote and pandadoc. Add products they are getting rid of under Equipment to be Removed on the opportunity Price Increase or Decrease Create a recontract opportunity, create a quote, create a pandadoc using the General ESS template OR the applicable hunting license template Changing Terms of Contract Create a recontract opportunity, create a quote, create a pandadoc using the General ESS template OR the applicable hunting license template
Watch a Video
How to Create- Recontract
Filling Out an Opportunity
Under opportunities on your account, click New Click Recontract as your opportunity record type. Complete the opportunity top down Create a short name for the opportunity. Too much text in the name will not work in the system Add the Close date and Stage that your opportunity corresponds with To Pricebook Location, add your country code based on your global region Answer Under Construction/Renovation status for the property you are signing Add the total monthly RMR which can be found on the account page under CSI Contracts If needed, add tax status (this is not needed for most opportunities) Add the Legal name and Competing With details Add the Contract term and Renewal term. It is optional to add details about the install charge, rolling fees, and service type If applicable adjust your billing type Add your Contacts for main, shipping, billing, and service Click Save
How to Log in to EQ
Logging into EQ You will need to log in once daily to EQ Open the Enterprise Quoting website here: Enterprise Quoting Log in Enter your username as your outlook email and your created password
Setting up in EQ
How to Pin Pages Once logged into EQ, click the App launcher in the top left. Next, click Enterprise Quoting
Once EQ is opened, click the arrow next to Enterprise Quoting, then click Pin tab This will pin the tab to the home page
How to Create a Quote- New Sale Creating a Quote Once you’ve completed a New Sale opportunity in Salesforce, copy the Opportunity ID and click Launch EQ
In EQ, click Salesforce Quote. Then paste your opportunity ID into the pop up and click Create
To add products to your Quote , click Add Items
Products are grouped together by Target Area , so if you have multiple of the same product going in one place, set the quantity to how many
Watch a Video
SOP Folder
How to Create a Quote- New Sale
Adding Products
Click Configure next to the type of product you want to add. All scent diffuser products (Stream, Splash, Direct, Tower, Whisper etc.) will be found under Scent Diffusers Target area questions will appear one at time. Fill out the prompts as they appear As you go through each section, click Continue to be prompted with the next section. Continue will save your information automatically
How to Create a Quote- New Sale
Fragrance Schedules Fragrance schedules will default to Quarterly and your fragrance selections should be picked based off of what they want each quarter First Shipment Month will default to the current or closest month, do not change this Under first shipment month, an example schedule will appear to show what months their shipments will be scheduled for
If multiple fragrances are being used in a year, check this box Click the search bar under the first month’s fragrance and type in the name or number of the fragrance you want to add
How to Create a Quote- New Sale
Fragrance Schedules If only one fragrance is being used, this section is done If adding multiple fragrances, add each fragrance and how many cartridges of each they are receiving
If your client wants one complimentary fragrance, you can add this to Additional Fragrance and it will be shipped to them once with their first shipment Your Schedule Quantity should match how many of the same products going in the same place and will have the same fragrance schedule When this section is completed, click Proceed to pricing
How to Create a Quote- New Sale
Pricing
If adding a self service product , service will default to Self Service If adding an install product , select the Service type If using a promo, select which one Processing Fees for products will auto-populate. If they need to be reduced, rolled, or waived do so in this section If a product normally installed by a Scentair Tech is going to be self-installed, (ex; A ScentDirect) this will trigger an approval process automatically to tech services For Install fees, check off if the install is being charged, rolled, or waived. Then, in the Quote Summary, on the right side, scroll to add the TOTAL install charge of the entire contract
How to Create a Quote- New Sale
Pricing
Rolling a fee will ask how much of the fee is being rolled into the RMR Waive fee will trigger an approval from your Manager The Monthly Service Per Product will auto-populate based on our companies pricing scale. If this needs to be adjusted, type these changes into the Adjusted Sales Price
Anything under 50% of the original price will trigger an approval from your Manager When this section is complete, click Finish to save your changes
How to Create a Quote- Recontract
Creating a Quote Once you’ve completed a Recontract Opportunity in Salesforce, copy the Opportunity ID and click Launch EQ
In EQ, click Salesforce Quote. Then paste your opportunity ID into the pop up and click Create
Click Quote Change at the top of your quote
Next, check the box next to the contract number with the Active status Click Recontract at the bottom Add your products using the same steps for a new sale. Only add products that they are keeping on the contract For each product, select the Recontract type as the first prompt If your recontract products are no change, you will not need to fill out any further information, just click through the prompts
How to Create a Quote- Recontract
Finding previous product information If this is the first time a contract is being entered into EQ, some of the data like fragrance schedules will not be in place. To find this, go to the account page in SF and under Relate List Quick Links, click CSI Contracts
Click the Active contract number, click related, and you can see what products they are receiving under View All
Navigating a Quote
Quote Summary The information under Quote Summary is information from your opportunity in SF. ex; Contract length, renewal term, billing type, etc. To update this information, change it in SF first, then in your Quote, click Sync SF Data If your shipping/billing addresses are not populating correctly on your pandadoc, first check they are correct in SF, then in EQ, click the drop down for ship/bill to addresses and change if needed
At the bottom of your Quote Summary you will put the Total Install Charge for the whole contract if applicable
Navigating a Quote
Navigating a Quote
If your Quote is not reflecting on your opportunity correctly due to a changes being made, Click More, then Click Push Products to SF
To make a change to a product on your quote, click the three dots under Actions on the line item you want to edit. Then click Change Options
To Search for a quote you’ve already created, type either the Quote Number (beginning with DQ, found under Quote on your Opp) OR type the business name into the search bar in EQ
Navigating a Quote
Final Reminders To Finish a quote, DO NOT click Proceed to Final Spec. This is for Tech Service only To duplicate lines in a quote, create your first line, then click the three dots under actions. Export your quote, then click More at the top right and import that same line information At any point, you can click the Quote Number in blue at the top right of the screen to return to your Quote page You will never need to click Submit on a Quote. Once your pandadoc has been signed, you will only need to submit your opportunity in Salesforce To Remove a product under a quote, click the three dots under Actions on the line item you want to remove. Then Click Remove You can export information from a Quote into a new quote. An example of when to use this would be if you are completing an MLA in which all locations have the exact same product information, or if you accidentally create a quote on the wrong account. To do this open the quote that your created, click More, then click Export. Create your new quote, then click More and click import
SOP Folder
How to Create a Pandadoc
Creating From a Quote Once your quote is completed, click Print, then click Create Document
Select the folder for your region and template you are looking for. The NA General ESS is in ScentAir NOAM- Standard Agreements
Click Finalize Quote. If there are errors in your quote, you will get a pop up to fix them To sign your document, open the email in your Outlook asking you to sign the pandadoc. Once you sign, it will go to the customer. Your main contact will be set as the signer automatically but this can be changed if needed
Watch a Video
How to Create a Pandadoc
Creating from Pandadoc Website *** The only time you should be creating a pandadoc from the website is for an MLA*** In the pandadoc website, click Create New from the task bar
Click Shared with Me. Click your global region folder The ScentAir MLA is in the Standard Agreements folder. Click the template, then click Add 1 Item Assign your signing order. This should always be Yourself, The Client, Your Manager, and then Customer Care Click Continue to create your document
Watch a Video
How to Request an Addendum
Go to the pandadoc website Click documents on the left side task bar
Locate your document and click to open it
Click the chat button to start a chat Type “@” and then your managers name to tag them in the message. Ask for your addendum
Once addendum has been added Salesops will message you. Then, send and then sign your document
How to Edit a Pandadoc
Go to the pandadoc website. Click Documents on the left side task bar
Locate your document, then click to open it Click Actions, then click Edit Document to put your document into Draft Status
Make edits as needed. Then, click send and sign your agreement Some parts of documents are locked for legal reasons and you will not be able to edit If you need to change to information like business names or addresses, make these changes in your opp, quote, then reprint your pandadoc
How to Request Legal Changes to an Agreement
Your client can suggest edits to a document when they go to sign. To resolve these edits, go to the Pandadoc website Click Documents on the left side task bar
Locate your document, and click to open it Click the three gray dots at the top of your document. Next click Collaborate
Type Dalisha Sturdivant’s name in the search bar and click her name as it appears. She will approve or edit the requested changes. Then, the document will go back to your client to review Once the client accepts the changes, they will sign the document
Multi-Location Agreement
How to Organize in SF All locations AKA Child accounts should have their own account page and be linked back to one parent account The parent account cannot be an active RMR location. An identical account can be to made, but the non-Active RMR account must be labeled “Parent” All child accounts should be renamed to align with the parent account. (Ex. Smith Management-The Plaza, here Smith Management is the parent account) All Child accounts will need their own opportunity and quote. You will NOT create a pandadoc in EQ for each quote In your opportunity names, please include “MLA” in the names (Ex. Borger Management MLA) When your agreement has been signed, you will submit the opportunities on the Child accounts for approval from onboarding Communicate with your client that there will only be one signer for the agreement, including any future updates made to the agreement
Multi-Location Agreement
How to Complete Agreement This agreement type is different than other agreements we use. Please reach out to Salesops if you’d like your agreement to be reviewed after you’ve created it To start an MLA in pandadoc, go to the pandadoc website. Click Create Document at the top Select the MLA template from the Standard Agreements folder
Assign your signing order. You should always be the first signer, then the client, any CC’s you may need, your RSM, and last Customer Care at onboardingcontracts@scentair.com
Multi-Location Agreement
How to Complete Agreement
Section 1. Scent Services This should always say “Scent Diffusers” and if air purification is being added, “IAQ” Section 2. Equipment List the equipment type(s) that properties will be available to sign onto their locations List Equipment Type, Service Type, and color where applicable If both lines are not used, either click to delete and click the trash can, or type a period “.” in the space.
Section 3. Fees Under this section, pricing is listed per one piece of equipment, not total contract value. List any install or processing fees under a. One-Time charges or type N/A List pricing for products, per product
Multi-Location Agreement
How to Complete Agreement
Exhibit A Fill out a line in the table for every child account signing onto the agreement including their Account name and number, their equipment and quantity, and their monthly RMR
DO NOT complete the section labeled Effective date. This is for onboarding to complete. Every line will need a date box. To add a box, click the drop down by your name on the right. Select onboarding, then click Date. Resize the date box if needed and place one per each line after you’ve completed the rest of the exhibit
Multi-Location Agreement
How to Complete Agreement If you need to add more lines to your table, click the table, then click the plus button under the table
If you need to remove lines from your table, click the line you want to remove and in the task bar, click the circled button to remove the bottom line
Review your entire document before sending When finished, click Send. Next click Email to send via email.
Your document will be sent to you first AND it will refresh in the browser for you to sign. Then it will go to your client.
Multi-Location Agreement
How to Recontract The Process for Adding Locations/Equipment To recontract an agreement, create a recontract opp and quote on the child account(s) Reach out to Sales Ops to get an editable copy of your exhibit A. Once you have made changes, return it to salesops with the Name/email of the signer for a pandadoc upload. Once the Exhibit A is signed, submit your recontract opps on the child account(s) The Process to Remove a Location/Products Request your Exhibit A from Sales Ops. Remove the location completely from your exhibit A. Reach out to Retention in order to have the location’s contract cancelled See Examples for Exhibit A on the next page
Multi-Location Agreement
How to Recontract If Adding/Removing, always list the products already Existing and the products that are being Added/Removed separately If Recontracting, list location as Recontract If the location is a new sale, list as New
Terms Glossary
ADI - Selling territory based on zip codes in your area Active RMR - A status type for an account with an active contract Vertical - A specific industry Contact Role - Contact for specific purposes such as billing, first shipment, etc. Internal Request - Requests made for the Customer in Salesforce Sample Request - Sending fragrance samples to a client free of charge Regulatory Reques t- If your client has questions about the safety/insurance of our products, this will connect them with our legal department Private Label Infused Reeds -If a client wants to order infused reeds with a custom label Fragrance Project Request - If a client wants a scent created, a scent moved to a new product that wasn't previously offered, or wants to development a brand-specific fragrance Customer Care department - Their goal is to create a positive customer experience through fast, easy, and reliable service Ongoing Care -their goal is to assist our customers with their existing accounts. Account Services - their goal is to work with our customers to help retain their business
Terms Glossary
Finance department - The Finance team is composed of the Accounting, Collections, and FP&A functions Technical Services - their goal is to manage the installation and service of equipment via phone and on-site support. They also support our Sales teams with determining the correct solution to meet the customer's objective. App Launcher - a general term referring to a website’s navigation tool through which other apps/tools can be accessed Disqualified - For whatever reason the lead is no longer eligible or interested in becoming an Active RMR client New Sale - A sale from a brand new client or a client who had a contract end and is starting services again Record type - defines what type of sale this is Close Date - estimated date of the deal being closed and ready for submission Stage - where you are in the opportunity process with the client Pricebook Location - a mandatory field in an opportunity that defines your geographic location
Terms Glossary
Contract term - how long is your client signing on to be a client with us Renewal Term - after the initial contract length, your client will go into rollover term (typically 12 months) Billing Type - (as related to SF opportunity) how the client wants to receive information about their billing and invoicing Recontract - making adjustments of any kind (including adding on products) to an existing contract. Enterprise Quoting - our internal quote generating tool used in sales opportunities Quote - this will contain the ordering and product information for your client Target Area - where specifically a scent diffuser is going to be placed Fragrance Schedule - the ordering information for what fragrance and the frequency a client would like to utilize it First shipment Month - this is the first month that a client will begin services with us. If a month is almost over, it will default to the next month. Self Service Product - product that does not require a scentair tech to install Install Products - products that require a scentair tech to install and maintain
Terms Glossary
General Addendum template - only to be used if a client is only adding on product, not changing terms/conditions. General ESS template - our standard scentair contract that most clients will be on Hunting license - an account type in which the location level accounts are controlled by the field. Pandadoc - our e-signature platform CSI Contracts - will show you information for active rmr customers like their contract start and end dates, and whether they are in a renewal term. Enterprise Quoting - our internal quote generating tool used in sales opportunities Quote - this will contain the ordering and product information for your client Target Area - where specifically a scent diffuser is going to be placed Fragrance Schedule - the ordering information for what fragrance and the frequency a client would like to utilize it First shipment Month - this is the first month that a client will begin services with us. If a month is almost over, it will default to the next month. Self Service product - product that does not require a scentair tech to install
Terms Glossary
Install Products - products that require a scentair tech to install and maintain Opportunity ID- found on an opportunity under stages, it is a unique ID that is used to start a quote in EQ Quote Summary - Information from your opportunity that flows into your quote in EQ Quote Number - The unique ID given to your quote and pandadoc for a single sale Child Account- An individual location under a corporate brand Parent Account - the managerial property over all other properties. (not active RMR) EX. Hilton Garden Inn Corporate, Residence Inn Corporate
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