Half the document points nowhere.

The buttons, filters, integrations and reports the SOP describes were renamed, retired, or replaced — and nobody updated the document because nobody was sure they were allowed to.

Document length
8,420
words across forty-seven numbered procedures, approved on review day.
approved · march 2024
Broken references
1
CRM features the document still references that no longer exist in production.
live · today
Hartwell & Co. — Sales Operations Confidential — Internal Use Only

Standard Operating Procedure

Lead-to-Opportunity Conversion · Salesforce CRM

Doc: SOP-CRM-0142· Version: 2.1· Effective: March 2024· Owner: Sales Ops

1.0  Purpose

This procedure governs the standardised conversion of qualified inbound Leads into Opportunities within the Salesforce CRM platform. It is intended to ensure consistent data hygiene, downstream pipeline reporting, and adherence to regional ownership rules.

2.0  Scope

Applies to all Sales Development Representatives, Account Executives, and Regional Pod Leads operating within the standard EMEA, AMER, and APAC instances. Excluded: enterprise tier conversions handled by the Strategic Accounts pod (see SOP-CRM-0301).

3.0  Procedure

3.1  Lead capture and qualification

3.1.1Open Salesforce and switch to the Sales Console view from the App Launcher.
3.1.2Click the App Launcher icon in the upper-left corner of the navigation bar. 404 · icon redesigned
3.1.3From the Leads tab, open the "My Open Leads" queue view. 404 · view renamed
3.1.4Confirm regional ownership by reviewing the Account Owner field on the lead detail page.
3.1.5Apply the "Inbound — Marketing Qualified" filter to narrow the list. 404 · filter renamed
3.1.6Cross-check against the Inbound Capture Sheet for source attribution. 404 · sheet decommissioned
3.1.7Note any duplicate records flagged by the dedupe service before proceeding.
3.1.8Tag the lead with the Marketing Wave 4 campaign code. 404 · campaign retired

3.2  Conversion and account assignment

3.2.1Click the green Convert Lead button on the lead detail page. 404 · button retired
3.2.2In the conversion modal, select the appropriate Account, Contact, and Opportunity record types.
3.2.3Set the Tier 1 priority flag if annual contract value exceeds $50,000. 404 · tiering moved to formula field
3.2.4Enter the expected close date based on the active fiscal quarter alignment.
3.2.5Verify mapping in the Account Hierarchy v3 module. 404 · module retired
3.2.6Confirm the Opportunity stage is set to Discovery by default on creation.
3.2.7Save the converted record and refresh the queue view to confirm placement.
3.2.8Click "Push to Marketing Cloud" from the post-conversion actions menu. 404 · integration replaced

3.3  Workflow and notification

3.3.1Trigger the post-conversion email cadence via the standard nurture template.
3.3.2Open Process Builder to validate the assignment rule. 404 · deprecated for Flow Builder
3.3.3Confirm the assigned owner has been notified via the standard Slack workflow.
3.3.4Push the record into the Regional Pod Queue from the assignment panel. 404 · queue consolidated
3.3.5Run the Lead Source Attribution report to record contribution. 404 · report sunset
3.3.6Add a follow-up task with a 48-hour SLA against the Opportunity record.
3.3.7Update the Conversion Pacing Dashboard with the new record. 404 · dashboard archived
Stage Required action Owner
QualifiedConvert via consoleSDR
ProspectingOpen opportunity stageAE
DiscoverySchedule discovery callAE
ProposalGenerate quote documentAE

4.0  Verification

4.1  Field validation

4.1.1Verify all required fields are populated on the new Opportunity record.
4.1.2Use the Mass Email Wizard to send the conversion confirmation. 404 · feature retired in Spring '25
4.1.3Cross-check the contract value against the Opportunity Amount field.
4.1.4Cross-check against the Master Customer Hierarchy object. 404 · object deprecated
4.1.5Validate the Lead Source field matches the campaign attribution upstream.
4.1.6Confirm the close date falls within the active fiscal quarter range.
4.1.7Open the Visualforce Page "OppDashboardLegacy" for QA. 404 · page archived

4.2  Audit trail

The Opportunity must include a System Audit entry within fifteen minutes of conversion. If the entry does not appear, raise a ticket with the CRM Operations team and quote the reference SOP-CRM-0142 § 4.2.

4.2.1Validate the audit entry via the Sandbox refresh log. 404 · log path moved
4.2.2Confirm the audit timestamp falls within the conversion window.
4.2.3If validation fails, escalate via the Incident Ops Console. 404 · console replaced
4.2.4File the audit record reference in the Opportunity Notes section.
4.2.5Notify the regional Pod Lead of any flagged audit entries.

5.0  Sign-off and archive

5.1  Owner countersignature

The Account Executive owner countersigns the converted record by setting the "Conversion Verified" checkbox in the Opportunity detail page, and adds a Chatter post tagging the regional Pod Lead.

5.1.1Use the Web-to-Lead form preview to verify upstream linkage. 404 · form deprecated
5.1.2Set the "Conversion Verified" flag on the Opportunity detail page.
5.1.3Submit the weekly summary via the Conversion Summary Workflow. 404 · workflow archived
5.1.4Add a Chatter post tagging the regional Pod Lead with the converted record.

6.0  Exception handling

6.1  Escalation procedures

6.1.1Identify the failing condition from the audit log entry before opening a ticket.
6.1.2Open the Service Desk Console to file an exception ticket. 404 · console retired
6.1.3Assign the ticket to the CRM Operations queue with priority P2.
6.1.4Cross-reference the issue against the Known Issues Wiki. 404 · wiki migrated
6.1.5Notify stakeholders via the standard escalation distribution list.

7.0  Archive and retention

7.1  Record archival

7.1.1Mark the Opportunity record as Archive Ready after sign-off completes.
7.1.2Run the Archive Sweep job from the Admin Console. 404 · job replaced by scheduler
7.1.3Confirm the archived record appears in the read-only history view.
SOP-CRM-0142 · v 2.1 Page 1 of 6 Hartwell & Co. Confidential
Hartwell & Co. — Sales Operations Confidential — Internal Use Only

Standard Operating Procedure

Lead-to-Opportunity Conversion · Salesforce CRM

Doc: SOP-CRM-0142· Version: 2.1· Effective: March 2024· Owner: Sales Ops

1.0  Purpose

This procedure governs the standardised conversion of qualified inbound Leads into Opportunities within the Salesforce CRM platform. It is intended to ensure consistent data hygiene, downstream pipeline reporting, and adherence to regional ownership rules.

2.0  Scope

Applies to all Sales Development Representatives, Account Executives, and Regional Pod Leads operating within the standard EMEA, AMER, and APAC instances. Excluded: enterprise tier conversions handled by the Strategic Accounts pod (see SOP-CRM-0301).

3.0  Procedure

3.1  Lead capture and qualification

3.1.1Open Salesforce and switch to the Sales Console view from the App Launcher.
3.1.2Click the App Launcher icon in the upper-left corner of the navigation bar. 404 · icon redesigned
3.1.3From the Leads tab, open the "My Open Leads" queue view. 404 · view renamed
3.1.4Confirm regional ownership by reviewing the Account Owner field on the lead detail page.
3.1.5Apply the "Inbound — Marketing Qualified" filter to narrow the list. 404 · filter renamed
3.1.6Cross-check against the Inbound Capture Sheet for source attribution. 404 · sheet decommissioned
3.1.7Note any duplicate records flagged by the dedupe service before proceeding.
3.1.8Tag the lead with the Marketing Wave 4 campaign code. 404 · campaign retired

3.2  Conversion and account assignment

3.2.1Click the green Convert Lead button on the lead detail page. 404 · button retired
3.2.2In the conversion modal, select the appropriate Account, Contact, and Opportunity record types.
3.2.3Set the Tier 1 priority flag if annual contract value exceeds $50,000. 404 · tiering moved to formula field
3.2.4Enter the expected close date based on the active fiscal quarter alignment.
3.2.5Verify mapping in the Account Hierarchy v3 module. 404 · module retired
3.2.6Confirm the Opportunity stage is set to Discovery by default on creation.
3.2.7Save the converted record and refresh the queue view to confirm placement.
3.2.8Click "Push to Marketing Cloud" from the post-conversion actions menu. 404 · integration replaced

3.3  Workflow and notification

3.3.1Trigger the post-conversion email cadence via the standard nurture template.
3.3.2Open Process Builder to validate the assignment rule. 404 · deprecated for Flow Builder
3.3.3Confirm the assigned owner has been notified via the standard Slack workflow.
3.3.4Push the record into the Regional Pod Queue from the assignment panel. 404 · queue consolidated
3.3.5Run the Lead Source Attribution report to record contribution. 404 · report sunset
3.3.6Add a follow-up task with a 48-hour SLA against the Opportunity record.
3.3.7Update the Conversion Pacing Dashboard with the new record. 404 · dashboard archived
Stage Required action Owner
QualifiedConvert via consoleSDR
ProspectingOpen opportunity stageAE
DiscoverySchedule discovery callAE
ProposalGenerate quote documentAE

4.0  Verification

4.1  Field validation

4.1.1Verify all required fields are populated on the new Opportunity record.
4.1.2Use the Mass Email Wizard to send the conversion confirmation. 404 · feature retired in Spring '25
4.1.3Cross-check the contract value against the Opportunity Amount field.
4.1.4Cross-check against the Master Customer Hierarchy object. 404 · object deprecated
4.1.5Validate the Lead Source field matches the campaign attribution upstream.
4.1.6Confirm the close date falls within the active fiscal quarter range.
4.1.7Open the Visualforce Page "OppDashboardLegacy" for QA. 404 · page archived

4.2  Audit trail

The Opportunity must include a System Audit entry within fifteen minutes of conversion. If the entry does not appear, raise a ticket with the CRM Operations team and quote the reference SOP-CRM-0142 § 4.2.

4.2.1Validate the audit entry via the Sandbox refresh log. 404 · log path moved
4.2.2Confirm the audit timestamp falls within the conversion window.
4.2.3If validation fails, escalate via the Incident Ops Console. 404 · console replaced
4.2.4File the audit record reference in the Opportunity Notes section.
4.2.5Notify the regional Pod Lead of any flagged audit entries.

5.0  Sign-off and archive

5.1  Owner countersignature

The Account Executive owner countersigns the converted record by setting the "Conversion Verified" checkbox in the Opportunity detail page, and adds a Chatter post tagging the regional Pod Lead.

5.1.1Use the Web-to-Lead form preview to verify upstream linkage. 404 · form deprecated
5.1.2Set the "Conversion Verified" flag on the Opportunity detail page.
5.1.3Submit the weekly summary via the Conversion Summary Workflow. 404 · workflow archived
5.1.4Add a Chatter post tagging the regional Pod Lead with the converted record.

6.0  Exception handling

6.1  Escalation procedures

6.1.1Identify the failing condition from the audit log entry before opening a ticket.
6.1.2Open the Service Desk Console to file an exception ticket. 404 · console retired
6.1.3Assign the ticket to the CRM Operations queue with priority P2.
6.1.4Cross-reference the issue against the Known Issues Wiki. 404 · wiki migrated
6.1.5Notify stakeholders via the standard escalation distribution list.

7.0  Archive and retention

7.1  Record archival

7.1.1Mark the Opportunity record as Archive Ready after sign-off completes.
7.1.2Run the Archive Sweep job from the Admin Console. 404 · job replaced by scheduler
7.1.3Confirm the archived record appears in the read-only history view.
SOP-CRM-0142 · v 2.1 Page 1 of 6 Hartwell & Co. Confidential
The cost of keeping it current

The expensive part isn't writing the SOP. It's rewriting it.

Same trigger events on both sides. Different costs per event.

Manual Written, then rewritten Four authoring efforts across one calendar year — first draft and three quarterly rewrites.
First draft8 hr
Q1 rewrite6 hr
Q2 rewrite5 hr
Q3 rewrite5 hr
24hours
CARRV Captured, then refreshed A single capture upfront. Three short re-captures aligned to the same trigger moments.
Initial capture20 min
once
Q1 · 5 min
Q2 · 5 min
Q3 · 5 min
35minutes
0 hr 6 hr 12 hr 18 hr 24 hr

Capture once. Refresh in minutes when the work changes. Stop spending hours rewriting what your screen already knows.

One source. Five surfaces.

Captured once. Rendered everywhere.

Edit one — the others stay in step. Re-capture once — they all refresh. Five formats, kept in sync.

Hartwell & Co. · Finance Operations Confidential
Standard Operating Procedure Procure-to-Pay SOP-FIN-0117· v3.1· Apr 2026

1.0 Purpose

This procedure governs the end-to-end procurement cycle from purchase requisition through three-way match to vendor payment.

3.0 Procedure

3.1.2 Raise a Purchase Requisition against the approved vendor catalogue.
3.4.1 Perform three-way match — PO, GRN, and Invoice — before payment release.
Approved · Finance Council page 1 of 14
QRG-CLM-0204 ◆ ONE PAGE
Quick Reference

Claims
Reimbursement

1Receive
2Verify
3Code
4Adjudicate
5Approve
6EOB
7Disburse
8Close
8 steps CARRV ◆
Module 02 / 04 50%
◷ 22 min

Order to
Cash

"By the end of this module, you'll process orders from intake to invoice with confidence."

Objectives
  • ◆ Validate the customer order
  • ◆ Confirm credit and stock
  • ◆ Generate invoice and post AR
Sales Onboarding Module 03 →
BRP-CRM-0298 REV. APR 2026
Technical Specification

Lead-to-Opportunity
Conversion

REQ Description Owner
2.1Lead validationSales
2.2Account hierarchyCRM
2.3Tier 1 priority flagSales
2.4Audit trailSec
2.5Data syncETL
2.6Error handlingEng
Status Approved
User Manual § 4.0 Period-End Close 28
4 Record to
Report

The Record-to-Report cycle moves transactional postings into the trial balance and produces the consolidated financial statements at period close.

4.1 Pre-close checks

Verify all subledgers — AP, AR, Inventory, Payroll — are reconciled and posted before opening the close window.

► See also: Chapter 3 §3.6 — Subledger reconciliation.

4.2 Period close

Run the period-end close batch. Lock the open period in the GL once accruals and reclasses have been posted.

Pre-consolidation steps:

  • Post recurring journal entries
  • Run inter-company elimination
  • Generate trial balance
28 of 142
Standard Operating Procedure .docx·.pdf·14pp
How this exists

A procedure that walks through every step of the work — written by no one, derived from the process itself.

Format
.docx · .pdf · 14 pages
Designed for
Process owners, auditors
Read time
25 minutes
Captures
Every numbered step
Zero authoring·Refreshes with source·Drift impossible
Built for the enterprise

Why it holds up at scale.

Single source

One capture, every format aligned.

A single source renders every document your team needs — kept in sync when the work changes.

Local-first

Runs entirely on-device.

Capture, render, edit, export — all on the SME's machine. No outbound calls during capture.

Open schema

A source you actually own.

A structured file with an open schema. Re-render, modify templates, hand it off — no black box.

Accessibility

Works on every app your team uses.

Reads from the OS accessibility tree — web, desktop, terminals, internal tools. No integration.

The Integrity Check

Capture is easy. Cleaning is the work.

01Live capture · happening
→
02Raw stream · CARRV cleaning
→
03Clean document · published
live · session 0247
Lead · Marian Wei
Slack #sales
Inbox (47)
Calendar
Pipeline FY26
Q3 OKRs
⇄tab switch · context loss
‹›↻
⌅ crm.hartwell.co/leads/L-00047/detail app.slack.com/client/T0K8/messages/sales
Sales › Leads › Marian Wei

Marian Wei · Lead detail

Qualified
Email marian.wei@hrtwell.coartwell.co
←backspace ×9 · typo
Phone+1 (415) 555-0142
CompanyHartwell & Co.
SourceWebsite inbound
StageQualified

Real work, recorded as it happens. Every keystroke. Every backspace. Every detour.

cleaning · session 0247
⌬
marian-wei-session-0247.crv ● — CARRV Publisher
−
▢
✕
File
Edit
View
Tools
Window
Help
Steps 13raw
0104:18:42.103openApp Launcher
0204:18:47.812switchtab "Slack #sales"
0304:18:51.241switchtab "Inbox"
0404:18:55.687switchtab "Lead detail"
05 04:19:01.420 typeenter "marian.wei@hrtwell.co"email = marian.wei@hartwell.coemail PII
0604:19:03.108backspace×9
0704:19:04.951type"artwell.co"
0804:19:09.218enterphone
0904:19:14.073clickCancel
1004:19:14.341clickCancel · dup
1104:19:18.692clickAdjudicate Claim
1204:19:18.943clickAdjudicate · dup
1304:19:22.117setstatus = Converted
Canvas · 1:1 session 0247
Lead · Marian Wei Slack Inbox
⌅crm.hartwell.co/leads/L-00047
Hartwell CRM Dashboard Leads Pipeline Reports MW
Sales › Leads › Marian Wei
↗ Share⋯

Marian Wei · Lead detail

Qualified
Contact
Emailmarian.wei@hartwell.co
Phone+1 (415) 555-0142
CompanyHartwell & Co.
TitleVP, Operations
Pipeline
SourceWebsite inbound
StageQualified
OwnerM. Tanaka
CreatedApr 24, 2026
▾ Cleaning Passes
01 Filter tab switches3 events removed ✓
02 Coalesce keystrokes3 events → 1 ✓
03 Filter misclicks · dedupe3 events removed ✓
04 Redact PII at source2 fields redacted ✓
▾ Session Stats
Captured13
Retained5
PII2
Cleaning
session 0247
13 events
UTF-8
LF
Ready to publish

Open it in CARRV — the editor cleans every captured event before any document is rendered.

audit-ready · session 0247
H Hartwell & Co. · Sales Operations
SOP-CRM-0247 · v1.0 · CONFIDENTIAL

Lead Conversion Process

Audit-Ready

Standard Operating Procedure — captured and verified by CARRV Publisher.

DocumentSOP-CRM-0247
Version1.0
EffectiveApr 29, 2026
OwnerM. Tanaka
Procedure 5 steps
  1. 1.
    Launch the application
    Open the App Launcher. 04:18:42 · open(AppLauncher)
  2. 2.
    Enter contact emailPII redacted
    Type the lead's email address into the Email field. 04:19:01 · enter(email)
  3. 3.
    Enter contact phonePII redacted
    Type the lead's phone number into the Phone field. 04:19:09 · enter(phone)
  4. 4.
    Submit the claim
    Click the Adjudicate Claim button. 04:19:18 · click(AdjudicateClaim)
  5. 5.
    Update lead status
    Set the Status field to "Converted". 04:19:22 · set(status, Converted)
Generated by CARRV Publisher · session 0247
13 captured · 5 retained · 2 PII redacted

A clean, traceable SOP — shipped without a single human cleanup pass.

Three phases, one promise: every typo, tab switch, misclick, and PII field is filtered before anything ships.

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