How to Schedule a Client Session: User's Guide for a CSR

Salesforce Scheduling Workflow Guide - Coaching Sales Reps (CSRs)

Overview

This guide walks Coaching Sales Reps (CSRs) through the full scheduling process for a coaching strategy session, from confirming the client's record in Salesforce through logging the completed booking, sending the confirmation email, and adding session notes to your calendar.

Who This Is For: All Coaching Sales Reps (CSRs).

Note: This guide is for CSRs scheduling their own sessions. If you are looking for the Coaching Coordinator (CC) scheduling process, please follow the Coaching coordinator (CC) scheduling Workflow Guide.

Systems & Resources Required:

• Salesforce
• Outlook
• World Time Buddy (or another time zone conversion website)
• Heart Model SOP (found on the CoachingSales Slack channel canvas)
• Calendly
• International country calling codes (if calling a client who may not be domestic)

Before You Begin

Important: Always vet the client before starting the scheduling process.

Follow the vetting procedure to confirm the client is clear to be scheduled before you connect with them or begin any of the steps below.

Step-by-Step Instructions

Step 1: Pull Up and Vet the Client in Salesforce

• Pull up the client's record in Salesforce.
• Vet the client first, following the vetting procedure, before starting the scheduling process.
• Once the client has said yes to scheduling a session with you, determine where the client originated from — for example, a list you are currently working, and what type of list it is.

Step 2: Generate the Engagement (Opportunity)

• On the client's account, go to Generate Engagement.

• Select the engagement type the client originated from through the engagement list. For example, if the client originated as an event grad, use the Event Grad engagement to create the opportunity.
• Note: Opportunities and engagements are used interchangeably. The reason to use this specific engagement type is because the client purchased a product with us and now qualifies for a complimentary strategy session with you.
• Selecting the engagement will bring up the opportunity in Salesforce. You are now ready to schedule the client.

Step 3: Schedule the Session in Calendly

• On the opportunity, confirm the Opportunity Owner is you. Click on the Opportunity Owner's calendar link (yours) to bring up your available event types in Calendly.
• Since this is a coaching strategy session, select the Coaching Strategy Session event type.
• Select the client's time zone. You should have verified this with the client during your phone call. If you're not sure, search their specific city or location to determine their likely time zone.
• Use World Time Buddy to determine the time difference between the client's time zone and your own.

Select the client's time zone in Calendly before choosing a date.

• Back in Calendly, select the date the client requested. In this example, the client (John) is available Thursday the 20th and is on Mountain Time — select Mountain Time first, then select the 20th.
• This will display which times are available on your calendar. Select the available time that works — in this example, 3:00 PM for John, Mountain Time.

Select the requested day, then choose an available time slot for the client's session.

• Click Next. Input the client's phone number from their account, and confirm the email address is correct.
• Enter the best number to reach the client at, along with their country. Text messages are only applicable if the client is domestically within the U.S. — do not add text messaging information for clients located outside the U.S.

Enter the client's details exactly as they appear in Salesforce, including phone number.

• Scroll down and click Schedule Event. Once scheduled, you will see the confirmation on your screen.

Confirmation that the session is scheduled.

Step 4: Update the Opportunity in Salesforce

• Go back into Salesforce and scroll down to the Client Scheduling section on the opportunity.

• In Session Scheduled Time, click the pencil icon to enter the time you just scheduled. This is the scheduler's (your) time in relation to the client's date and time of the appointment. For example, if the client is scheduled for 3:00 PM Mountain and you are on Pacific time, this field should read 2:00 PM Pacific.
• In Client Session Schedule Time, input the date and time of the session based on the client's time zone, in the format MM-DD-YYYY-H:MM AM/PM (for example, 8-20-2026-3:00 PM).

• Scroll down to Stage at the bottom, and change it to Scheduled, since the client is now officially scheduled.

• Confirm the Shipping Country is listed, then click Save.

Step 5: Send the Confirmation Email

• Scroll back up within the opportunity and go to the email button on the right-hand side of the page. Click the dropdown next to the envelope icon.

• Select Email Customer.
• Always remove yourself from the BCC line.

• Scroll to the bottom, where you'll have the option to insert, create, or update a template. Click that option and select Insert a Template to bring up all templates available in Salesforce.

• From the Template Location dropdown, select All Classic Templates.

• Go to the Template Folders dropdown and select Coaching Coordinator Templates — this process is also completed by Coaching Coordinators, so the template is located in their folder.

• Select the Strategy Session Confirmation New template. If there is already something pre-filled in the email, this will override it.

• Verify all information is accurate and complete: the subject line is clean and reflects the client and what the email is about; the client's name is listed in the confirmation; your name is listed in the CSR position; and the date and time in the email match what you entered on the opportunity.

• Scroll down to confirm your signature is at the bottom.
• Click Send.

Step 6: Log the Call

• On the opportunity, click Log a Call — the teal button with a receiver inside a phonebook icon.

• In the subject line, indicate what you did — for example, that you scheduled the session for 8-20-2026, the product (coaching), and where the client originated from (for example, product lead).
• Follow the who, what, when, where, why, and how format for the subject line where applicable. Keep it simple and easy to read.

• If you have nothing else to add, click Save. If you do have more to add, type a comma, a space, and "see details," then put your details in the comments box on the right-hand side — these should be notes from your phone call. For example: "Spoke with client. 58 years old, divorced, 3 kids, C-level in corporate America, looking to set up retirement plan, and travel the world."
• Click Save.

• These notes need to be added to more than one place. To find them again later, look in the Activity History. The Log Call entry only shows the subject line by default — click See More Details to view the full comments, then copy them.
• Go back to the Opportunity and scroll all the way down to the Coaching Intake Screening section. Paste the same notes into Additional Comments and click Save.

Step 7: Create the Calendar Entry for Session Notes

Session notes are added to your own Outlook calendar, in the same time slot as the scheduled session, following the Heart Model SOP format.

• Go into your own calendar. You will see the session scheduled with the client on the correct day and time (in your own time zone).
• Double-click on that same time slot to create a second, new entry next to the scheduled invite.

• Find the required format and content in the Heart Model SOP, located on the CoachingSales Slack channel canvas (second tab over), under CoachingSales Team SOP: Heart Model Alignment, in the CoachingCoordinator section under Session Notes.

• It's helpful to keep a template of this format easily accessible — for example, as a recurring calendar entry on your own calendar (such as every Sunday) so you always have the format on hand.

Formatting the Title

• The title should start with SS (Session Set), followed by a colon.

• Go to the opportunity's green Update button in the Action field, which brings up the sales page. Copy the client's name from the bottom line and paste it into the title after "SS:"

• Go back to the Coaching Order and copy the information on the top line (the opportunity number), and add that to the title in the second position after the client's name.

• At the end of the title, add your initials as the scheduler (or your full name if another CC or CSR shares your initials), and indicate where the client originated from as a lead (for example, shortened to "product lead").

Setting the Time and Location

• Change the entry from Busy to Free, since your Calendly booking already occupies this time slot.

• Set the duration to one hour by adjusting the end time.

• In the location field, note the time of the appointment in the client's time zone, and their location if they've provided it (for example, "3 p.m. Mountain Time, client is in El Paso").

Step 8: Complete the Calendar Entry Body

Copy your saved template from your calendar into the notes section of this new entry. Bold each section header and add spacing between categories so it's easy to read. Fill in the following fields:

• Link to SF Opportunity: Go to the opportunity in Salesforce, copy the URL at the top of the page, and paste it on this line.
• Lead Rank: Follow the Heart Model SOP to determine how to qualify your client based on the lead ranking system.
• Session Schedule Date: Track both the date you scheduled the client and the date you scheduled them for — for example, "Today is 8-16-2026, scheduled the client for 8-20-2026."
• Reminders: Note when you last sent the client information about this appointment. For example, if you scheduled and emailed them today, the reminder date is today's date, 8-16-2026.
• Notes from Call with Client: Copy and paste the notes you took during your phone call with the client. It's also a good idea to take extra notes during the session itself, so you have additional information to pass on to the next person.
• DISC Results: If the client has already completed their DISC assessment, add a screenshot of it to help prepare for your session. Find this on the client's Account page (not the Opportunity page) — scroll down to the DISC section, which will show the completion date.

• Once complete, click Save and Close.

Note: When you go back to look at your session notes, each session should have two calendar entries in the same time slot — the original Calendly booking, and this session notes entry.

Step 9: Completing the Scheduling Process

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

Open the Activity tab on the client's account record.

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

Locate the scheduled event under Upcoming & Overdue.

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

Click the icon to toggle the search from Accounts.

Toggle the search to Opportunities.

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

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

Select the opportunity related to this event.

• Click Select to complete the process.

Click Select to complete the scheduling process.

Best Practices

• Always vet the client before beginning the scheduling process.
• Always confirm the client's time zone using World Time Buddy (or a similar tool) before finalizing a Calendly time.
• Only add text messaging information for clients located domestically within the U.S.
• 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 (per the Heart Model SOP) so your calendar stays consistent and easy to read.
• Copy information directly from Salesforce whenever possible to avoid data entry errors.
• Confirm each session has two calendar entries in the same time slot: the Calendly booking and the session notes entry.
• If you are unsure about any field or step, check with your manager before proceeding.

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