Salesforce User Guide - Event Credits

Overview

This guide explains how to read and understand Event Credits in Salesforce. Event Credits represent a client's ticket to an event and contain details you will need to reference when assisting clients or reviewing their account history.

Who This Is For: Everyone - Sales Reps and Coaches.

System(s) Required: Salesforce.

Before You Begin

This guide covers Event Credits, Event Credits as an Attendee, and how to view the related Opportunity for an Event Credit. All are found on the client's account record in Salesforce.

Step-by-Step Instructions

Step 1: Understand the Two Event Credit Categories

On the account record, Event Credits appear under one of two sections:

• Event Credits - a ticket the client purchased for themselves. They may or may not have attended the event yet.
• Event Credits as an Attendee - the client either attended the event or was gifted a ticket by someone else.

Step 2: Open an Event Credit

All Event Credits (ECs) share the same layout. Open any EC to view:

• Which event the client attended
• The status of the Event Credit
• The seating level

Step 3: Review Additional Event Credit Details

Scroll down on the Event Credit to view:

• Who sold or interacted with the client on this Event Credit
• The seating level (listed again)
• The payment type used, such as Complimentary (typically included with a package), Forfeited (the ticket went unused for too long), or Satisfaction Guaranteed (the client is eligible for a replacement ticket per the satisfaction guarantee)

Step 4: Identify the Customer Account and Attendee

• Customer Account - the field showing who purchased the credit
• Attendee - who is attending the event

Step 5: View the Related Opportunity

The Related Opportunity field tells you who made the purchase. Click it to open the Opportunity, which shows:

• Other credits included with the same package
• Any related contracts
• Other deliverables tied to the purchase

Note: For a full breakdown of Opportunity fields and how to read them, refer to the separate guide on reading an Opportunity in Salesforce.

Step 6: Check Balance Due and Use It or Lose It Date on EC

• Balance Due - any outstanding payment owed on the Event Credit

• Use It or Lose It Date - the expiration date of the ticket

Step 7: Confirm the Shipping Address

Scroll down to the shipping address field. Confirm this information directly with the client to ensure it is complete and accurate.

Step 8: Review the Related Tab

Scroll back to the top and select the Related tab to view:

• Event Credit history
• Client questionnaire responses, if completed
• Notes associated with the Event Credit
• Files and documents attached to the Event Credit

Activity on the right side of Salesforce page for the Event Credit will notate any history.

Best Practices

Keep the following in mind when reviewing Event Credits:

• Confirm whether the client's ticket falls under Event Credits or Event Credits as an Attendee before assisting them.
• Always check the Use It or Lose It date so clients don't miss their ticket window.
• Verify the shipping address with the client directly rather than assuming it is correct.
• Review the Related Opportunity to understand the full package and any other items the client purchased.
• Check the Related tab for notes, files, or questionnaire responses before reaching out to a client.
• EC availability is based on full payments. Payment deadlines must be met prior to attending. 

For questions or technical support, please submit a ticket through Zendesk and select Business Operations.