Get your team set up on Craft in 30 minutes. This guide walks you through the three things every admin needs to do first: add your team, build your scorecard, and learn your dashboard.
Step 1: Invite Your Team (5 minutes)
Go to Company Settings > People
Click Add User
Enter their email and name
Choose their role
| Role | What They Can Do | Best For |
|---|---|---|
| Admin | Everything — users, scorecards, billing, all recordings | Owners, ops managers |
| Manager | View team recordings, add coaching comments, override scores | Team leads, supervisors |
| Rep | Record, view their own recordings and scores | Field reps, techs, CSRs |
Assign them to a team
E.g., “North Region”, “Call Center”, “Inside Sales”.
Click Send Invite
They’ll get a setup email.
Start with a small pilot group (3-5 reps) before rolling out company-wide. This lets you refine your scorecard and build internal champions.
Step 2: Build Your First Scorecard (15 minutes)
Your scorecard is the backbone of Craft. It defines what a great sales conversation looks like, and the AI scores every interaction against it.
How Scoring Works
Each scorecard step is scored 0-5:
| Score | Meaning |
|---|---|
| 5 | Nailed it — executed completely and effectively |
| 4 | Mostly there — minor room for improvement |
| 3 | Adequate — got the job done |
| 2 | Partial — significant room for improvement |
| 1 | Barely touched — minimally addressed |
| 0 | Missed it — not addressed at all |
| N/A | Didn’t apply to this conversation |
Five Rules for a Good Scorecard
- Be specific. “Did the rep present at least three options (Good, Better, Best) starting with the Best option first?” beats “Did the rep present options?”
- One behavior per step. Don’t combine “present options, explain financing, and handle objections” into one step. Split them up.
- Focus on what drives revenue. Options presentation, objection handling, value positioning, closing technique. Skip low-impact steps like small talk.
- Be explicit about timing. If order matters, say so: “Does the rep talk to the customer DURING the inspection (after starting but before finishing)?”
- Use observable criteria. The AI scores what it can hear. “Asked at least 3 discovery questions” works. “Felt consultative” doesn’t.
Example: In-Home Sales Scorecard
| Step | What to Score |
|---|---|
| 1. Greeting & rapport | Did the rep introduce themselves by name and build rapport within the first 2 minutes? |
| 2. Discovery questions | Did the rep ask at least 3 questions about the customer’s needs, timeline, and budget? |
| 3. Inspection walkthrough | Did the rep explain what they’re inspecting and what they’re looking for? |
| 4. Options presentation | Did the rep present at least 3 options (Good, Better, Best) starting with Best? |
| 5. Financing | Did the rep proactively mention financing options before the customer asked about price? |
| 6. Objection handling | When the customer raised concerns, did the rep acknowledge and address them? |
| 7. Close attempt | Did the rep ask for the business with a direct close question? |
Start with 5-8 steps. You can always add more later. Fewer steps = more accurate scoring and clearer coaching.
Step 3: Learn Your Dashboard (10 minutes)
The Heatmap
The heatmap shows average scores by step and by rep. It’s the fastest way to spot coaching opportunities.
- Red cells = low scores (coaching needed)
- Green cells = high scores (doing well)
- One step red across the whole team? That’s a training issue — the team needs help on that step
- One rep red across all steps? That’s an individual coaching issue — they need 1:1 attention
Key Metrics to Watch
- Overall score trends — Is the team improving week over week?
- Recording volume — Are reps actually recording? (adoption is the #1 early challenge)
- Top and bottom performers — Who needs coaching? Who can mentor others?
Suggested Weekly Routine
- Review 2-3 recordings per rep per week (mix of high and low scores)
- Add coaching comments on specific moments (reps see these in their app)
- Use your 1:1s to discuss feedback and set goals
- Check the heatmap every Monday to plan the week’s coaching focus
Common First-Week Questions
Why do scores seem off at first?
Your scorecard might need tuning. If a step is consistently scored too high or too low, make the criteria more specific. Scoring accuracy improves as you refine your scorecard language.
My team is resistant to being recorded.
This is normal. Position Craft as a coaching investment, not surveillance. Share it as “we’re investing in helping you sell more and earn more.” Start with volunteers or top performers who’ll become advocates.
Recordings aren't linking to the right customer/job.
This usually means the CRM integration needs adjustment. Check that your ServiceTitan (or other CRM) tenant ID is connected correctly.
Can I have different scorecards for different teams?
Yes. Many companies use one scorecard for in-home sales, another for call center, and another for inside sales. Each team sees only their relevant scorecard.
What’s Next?
- Week 1: Focus on adoption — make sure every rep is recording every appointment
- Week 2: Refine your scorecard based on the first batch of scores
- Week 3-4: Establish your coaching rhythm (review, comment, discuss in 1:1s)
- Month 2+: Start tracking score trends and correlating process adherence with revenue
Need help with setup? Email support@craftflow.com.