Salesforce Scheduling Workflow Guide - Coaching Coordinators

Overview

This guide walks Coaching Coordinators (CCs) through the process of scheduling a coaching session for a Coaching Sales Rep (CSR) — from confirming the client's record in Salesforce through logging the completed booking on the CSR's calendar.

Who This Is For: All Coaching Coordinators (CCs).

Purpose: Coaching Coordinators (CCs) scheduling sessions for Coaching Sales Reps (CSRs).

Systems & Resources Required:

• Salesforce — rri.my.salesforce.com
• Outlook — use either the Outlook App on your PC or Outlook on the web. CC edit access to CSR calendars is required for all CSRs on the roster — check the current roster through the RRI Teams contact list.
• World Time Buddy or another time zone conversion website
• CC's private Slack channel (to access the Team Canvas)
• Heart Model SOP
• CSR round robin links for Calendly (see Heart Model Scheduling Resources below)

Heart Model Scheduling Resources

These are the current Calendly links to use when booking a session, organized by resource type. Always confirm you're using the correct link for the session type the client needs.

Calendly Scheduling Links (Heart Model)

• Tony Robbins Results Coaching Strategy Session
• Saturday Strategy Session w/ Tony Robbins Coaching

Coaching Resources

Cadence Name: Ultimate Relationship

CSR Calendly Scheduling Links:

• Relationship Strategy Session
• Saturday Relationship Strategy Session

Before You Begin

Important: Confirm you have edit access to every CSR's Outlook calendar before you begin scheduling. If access is missing for a CSR, follow the process to add CSR calendar access, and ask that CSR to grant you edit access before proceeding.

You will also need access to the CC Team Canvas, found in the CC private Slack channel, which houses the Heart Model SOP and all Calendly scheduling links listed above.

Step-by-Step Instructions

Step 1: Gather Your Scheduling Resources

• Open your private CC Slack channel and select the CC Team Canvas.

• Under the SOP documents (second column), open the Coaching Sales Team SOP: Heart Model Alignment.

• Confirm which Calendly link you need from the Heart Model Scheduling Resources section above — round robin (weekday, individual client, or Saturday) or from the CC canvas.

Step 2: Confirm the Client Record in Salesforce

• Locate the client in your work queue. Lead records display a teal square icon; existing clients display as a person account.

• If the client is a lead record, click Convert and select the web action the client opted into. This automatically creates the opportunity you'll need to proceed. 

• If the client is already a person account, no conversion is required. Click converted on the Sales engagement timeline. 
   
   
• If the client originated from a web action, follow the process to generate a web action opportunity.

• If neither applies, click Generate Engagement and select the engagement type the client originated from (for example, product lead) to create the opportunity.

Note: Before connecting with the client and scheduling, vet the client to confirm they are clear for code of conduct and ready to be engaged.

Step 3: Schedule the Session in Calendly

• Using the links from Heart Model Scheduling Resources, select the Calendly link that matches the session type the client needs.
• Confirm the client's time zone using World Time Buddy (or another conversion tool), and select that time zone in Calendly.

• Select the requested day, then choose an available time slot.

• Enter the client's information exactly as it appears in Salesforce, including phone number (required). Only add text messaging information for clients located in the U.S.

• Click Schedule Event, then note which CSR's calendar the session was booked on.

Step 4: Update the Opportunity in Salesforce

• Scroll to the Related Sales Reps field and enter your name in the Related Coordinator field.

• In the Client Scheduling section, complete the Session Schedule Time (your own time zone) and the Client Session Schedule Time (the client's time zone), using HH:MM AM/PM format for both.

• Scroll to the Stage field, select Scheduled, and click Save.

• Enter the client's Shipping Country and click Save.

• Scroll to the top of the Opportunity and change the Owner to the assigned CSR.

Step 5: Send the Confirmation Email

• From the dropdown menu, select Email Customer.

• Remove yourself from the BCC line if you do not wish to be copied.

• Select Insert a Template, choose the All Classic Templates folder, then the Coaching folder, and select Strategy Session Confirmation.

• Confirm the client's name, the assigned CSR, and the meeting details populate correctly, along with your email signature.

• Click Send.

Step 6: Log the Call

• On the Opportunity, click Log a Call.

• Format the subject line as: SS (Session Set), the date, and who the session is with (for example: SS 8-19-2026 Coaching with Napoleon).

• Add a comma followed by "CD" (Comments/Details) to the subject line, then paste the full call details into the Comments section, including the type of lead (for example, product lead).

• Click Save.
• Scroll down on the opportunity to the Coaching Intake Screening section, paste the same notes into Additional Comments, and click Save.

Step 7: Create the Calendar Entry

• On the CSR's Outlook calendar, open a new (second) entry in the same date and time slot as the session.

• Format the title using the Heart Model Alignment standard: SS, client name, phone number, client email, opportunity number, your (the CC's) name, and the lead source.

• Pull the client's name, phone, and email from the Coaching Order (click the green Update button in the Action field on the Opportunity).

• Pull the opportunity number from Salesforce and add it, along with your initials and the lead source, to the title.

• In the location field, enter the time of the client’s session in their time zone and if you know their location.

Step 8: Complete the Calendar Entry Body

Following the Heart Model Alignment format, add the fields below to the body of the entry, in order:

• Link to SF Opportunity — paste the Salesforce Opportunity URL.
• Session Schedule Date — the date the session was booked and the date it was scheduled for.
• Reminders — the date(s) any confirmation text or email was sent to the client.
• Notes from the Call — optional; paste the call transcript or details for the CSR's reference.
• DISC Results — once completed, add a screenshot of the client's DISC results (found on the Account record, in the DISC section) confirming the completion date.

Tip: Bold each section header, remove any leftover numbering, and add spacing between sections so the entry is easy for the CSR to read.

Step 9: Finalize the Entry

• Change the entry status from Busy to Free so the time slot remains open for other bookings, matching Calendly's free status.

• Confirm the end time is one hour after the start time.

• Click Save & Close.

Step 10: Completing the scheduling process

• Go back to the client's account record and open the Activity tab.

• Locate the scheduled event listed under the Upcoming & Overdue section.

• Locate the "What's this meeting about." Click the icon to toggle from an account to search for opportunities.

• Select the opportunity related to this event to associate the two. 

Note: Always confirm it's the correct opportunity number before selecting.

• Click Select to complete the process.

Best Practices

• Confirm you have edit access to every CSR's calendar before starting; request access from the CSR if it is missing.
• Always double-check the client's time zone using World Time Buddy before confirming a Calendly time.
• Click Schedule Event and Save only once — clicking multiple times may create duplicate bookings or entries.
• Use the standard title and notes format for every calendar entry so all CSR calendars stay consistent and easy to read.
• Copy information directly from Salesforce whenever possible to avoid data entry errors.

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