PeopleSoft Enterprise Sales 9.1 PeopleBook

Creating Sales Leads and Opportunities

This chapter discusses how to:

Create a sales lead.
Create a sales opportunity.
Select the customer for a lead or opportunity.
Select customer contacts for a lead or opportunity.
Clone a sales lead or opportunity.
Convert a lead to an opportunity.

Creating a Sales Lead

This section discusses how to create a sales lead.

Warning! If you use a Sybase database and your user role has data distribution rules with 16 or more subqueries, you may receive an error message when you access a lead or opportunity. If an error occurs, reduce the number of data distribution rules for the user role, or reduce the complexity of the data distribution rules.

You can set up data distribution rules in Enterprise Components.

See PeopleSoft Enterprise CRM 9.1 PeopleBook: Enterprise Components

Page Used to Create a Sales Lead

Page Name	Definition Name	Navigation	Usage
Lead - Discover	RSF_LEAD_ENTRY	Sales, Add Lead, Lead - Discover Sales, Search Leads, Lead - Discover	Enter details about a sales lead, including the name, status, and rating, and the customer's name, address, and contact people.

Creating a Sales Lead

Access the Lead - Discover page (Sales, Add Lead, Lead - Discover).

Customer

The Type field indicates whether a lead is a company or a consumer. Depending on which you choose, different fields appear. For company customers, you can enter Customer and Site; for consumers, the fields are First Name, Last Name, and Site.

Note. For Higher Education leads, the Consumer type is selected as the default value if the business carding functionality is enabled.

See Selecting the Customer for a Lead or Opportunity.

When a customer is present on the lead, the Address field is populated with the primary address for the customer. Use the drop-down box to select whether to use an existing address, search for an existing address not in the list, or add a new address. Then, click the Go button to search for an address or add a new address.

Note that if the customer for a lead is a prospect, the name of the customer is editable on the Lead - Discover page. Otherwise, the customer name is displayed as a link that you can click to view more information about the customer.

When you manually create a lead, a text entry field and a search button appear next to the Customer and Site or First Name/Last Name and Site fields. You can enter or search for a customer and site. Before clicking the Search button, you can optionally enter characters in the Customer or First Name and Last Name fields to limit the search.

See Selecting the Customer for a Lead or Opportunity.

If you display an existing lead, the relevant fields (Customer or First Name and Last Name are displayed when lead is for a prospect customer.) If the lead is for an existing customer, a link is displayed that can be clicked to launch an existing customer's information on either the Company or Person (Consumer) components. The Search button becomes a Search Again link.

Partner

The Partner section is enabled through the Display Template functionality if Partner Relationship Management is implemented. It appears following the Customer section.

Fields in this page region act similarly to those in the Customer region. If you have already selected a customer when you search for a partner, the system limits your search to the partners associated with the customer.

Note. This section is not visible for Higher Education leads.

Lead

Description	Enter a description of the lead. This can be the customer name, the product, or other descriptive information. You can define the default value for this field on the Component Field Default component. See Setting Up Component Field Default Values.
Business Unit	Enter the business unit with which the lead is associated. The default is the business unit that is associated with the sales user on the Sales User page. If the person who is signed in is not a sales user, then the system uses the business unit that is specified on the person's User Preference page.
Sales Rep (sales representative)	Enter the primary sales representative (formatted name: first name, last name) who is assigned for this lead. The default is the name of the sales user who is currently signed in. If your sales access profile permits you to reassign leads, you can override the default value. You can enter the desired sales person's name by entering a few letters of the sales user's last name and clicking the Lookup button to search for that person, or you can click Lookup without entering any letters to select from the list of all sales users that are within the specified business unit. Note. This field is renamed Recruiter for Higher Education leads.
Revenue and Currency	Enter the estimated amount of revenue that you anticipate from this lead and the currency code for the revenue. When you add products to the lead on the Propose page, this currency is used for pricing information and to calculate a total price. You cannot change the currency code if products are already associated with the lead. The default currency code is the code that is associated with the sales user on the Sales User page.
Status	Select the current status of the lead. Note. Status values are delivered as translate values; do not modify or delete them. However, if you have the required security permissions, you can create additional status values. Delivered values are: Accepted: The lead is accepted by the assignee. Closed - Duplicate: The lead is a duplicate of an existing, active lead. (Fields remain display-only.) Closed - Lost: The lead should not be worked or updated because the sale was lost. (Fields remain display-only.) Closed - Won: The lead should not be worked or updated because the sale was won. (Fields remain display-only.) Converted to Opportunity: The lead is converted to an opportunity and is available for pipelines and forecasts. Use the Convert button in the toolbar to convert a lead to an opportunity. When a lead is converted, the fields on the Lead pages remain display-only. You must access the opportunity to enter or update data. Deferred: The assignee cannot accept the lead at this time. For example, a sales representative might select this value when attempts to contact the customer are unsuccessful and the representative wants to handle other leads and then return to this one later. Imported: The lead is imported from an external spreadsheet. New: The lead is recently created. Note. The system assigns this value when you add a new lead. Then, when you enter data and save the page, the system changes the status to Open. Open: The lead is available but is not yet accepted, rejected, or turned back. Referred: The assignee refers the lead to another specified sales representative. Rejected: The assignee does not accept the lead and enters a rejection reason. When you select this value, the Reason and Comments fields appear; you must enter a reason. Turnback: The assignee resubmitted the lead for assignment to another sales representative. When you select this value, the Reason and Comments fields appear, and the Sales Rep (sales representative) field is deselected; you must enter a reason. Working: The assignee accepted the lead and is currently working on it. Note. If the lead came from PeopleSoft Enterprise TeleSales, the status of New or Open must be changed to Accepted or Rejected before you can change it to any other status.
Rating	Indicates the degree of the customer's interest or the potential for making a sale; for example, Hot, Warm, or Cold. Define rating values on the Lead Ratings page. Also, you can map scripted survey ratings to lead ratings to qualify a lead and move it from PeopleSoft Enterprise Marketing or TeleSales to Sales. If a lead is not accepted or rejected within the specified time for its rating, PeopleSoft Enterprise Sales workflow can be triggered to send an email notification to the assigned sales representative and to the representative's manager. Workflow can also send an email notification to the telemarketing agent who transferred the lead and to that agent's manager. Note. If the lead source is PeopleSoft TeleSales or PeopleSoft Marketing, the value in this field is automatically generated. You can override this value. See Setting Up Lead Ratings.
Priority	Select a priority to indicate the urgency of working this lead. Priority values are translate values.

Academic Information

Use this section to select and store information about the institution, career, and one or more program and plan sets student in the lead.

This section appears only for Higher Education leads. Changing the customer of the lead does not change the current selection in this section.

Institution and Career

Select the institution and career for the lead. These fields are editable when you first add the new lead; they become read-only after the lead is saved.

The system filters the values for career based on the selected institution.

Each lead supports only one institution and career.

Program and Plan

Enter a school program and a plan for the program.

You can enter multiple programs and plans for the lead. The system filters the values for program based on the selected career, and plans based on the selected program.

The system removes any existing program and plan sets in the lead if you change the current institution or career.

Add Program and Plan

Click to add a new row and enter a program and a plan.

See Higher Education for Sales.

Contacts

This page region enables you to view and enter information about the contacts for the lead.

If the Allow Prospects option is enabled on the Installation Options page, you can use the + button to enter new prospects, or run a search to find already entered contacts.

See Selecting Customer Contacts for a Lead or Opportunity, Understanding PeopleSoft Enterprise CRM General Options.

Accept/Reject Lead

Click a button to accept, reject, or turn back the lead. If you click the Reject or Turnback button, the Reason (required) and Comments (optional) fields appear on the page.

Creating a Sales Opportunity

This section discusses how to create a sales opportunity.

Warning! If you use a Sybase database and the user role has data distribution rules with 16 or more subqueries, you may receive an error message when you access a lead or opportunity. If an error occurs, reduce the number of data distribution rules for the user role, or reduce the complexity of the data distribution rules.

You can set up data distribution rules in Enterprise Components.

See PeopleSoft Enterprise CRM 9.1 PeopleBook: Enterprise Components

Page Used to Create a Sales Opportunity

Page Name	Definition Name	Navigation	Usage
Opportunity - Discover	RSF_OPP_DETAIL	Sales, Add Opportunity, Opportunity - Discover Sales, Search Opportunities, Opportunity - Discover	Identify details about a sales opportunity, including the name, status, and rating, and the customer's name, address, and contact people.

Creating a Sales Opportunity

Access the Opportunity - Discover page (Sales, Add Opportunity, Opportunity - Discover).

This page is similar in appearance and usage to the Lead - Discover page with the following exceptions:

The Opportunity Details page region includes a forecast summary.
You cannot accept, reject, or turn back an opportunity.

Note that, as with a lead, if the customer for an opportunity is a prospect, the name of the customer is editable on the Opportunity - Discover page. Otherwise, the customer name is displayed as a link that you can click to view more information about the customer.

Higher Education Enhancements

Updates for Higher Education leads apply to Higher Education opportunities as well. They are:

Hiding of the Partner and Contacts sections.
Introduction of the Academic Information section.
Renaming of sales rep to recruiter.

Sales Process

Model	Select the overall sales process to use for this opportunity; for example, the proprietary Knowledge-Enabled Sales process. Set up sales processes on the Sales Process page. See Setting Up a Sales Process.
Stage	Select the current stage of the sales process for this opportunity. The system populates this drop-down list box with values that are based on the specified sales process. Set up sales stages on the Sales Process page. See Setting Up a Sales Process.
Task	Select the current task to perform for this opportunity. The system populates the drop-down list box with values that are based on the specified sales process and sales stage. Set up sales tasks on the Sales Process page. See Setting Up a Sales Process.
%Close (percentage close)	The system calculates this value after you enter the sales task and save the opportunity. The calculation is based on the %Close method that is associated with the specified sales process.

See Using the Forecast Summary.

Selecting the Customer for a Lead or Opportunity

This section discusses how to:

Select a customer for a lead or opportunity.
Search for customer information.
Use the Quick Create feature to create a customer.
Select the customer address.
Select the customer site address.

Pages Used to Select the Customer for a Lead or Opportunity

Page Name	Definition Name	Navigation	Usage
Lead - Discover	RSF_LEAD_ENTRY	Sales, Add Lead, Lead - Discover Sales, Search Leads, Lead - Discover	Select the customer for a sales lead.
Opportunity - Discover	RSF_OPP_DETAIL	Sales, Add Opportunity, Opportunity - Discover Sales, Search Opportunities, Opportunity - Discover	Select the customer for a sales opportunity.
Search For Customer Search for Partner	RBQ_BOSRCH	Click the Search button on the Lead - Discover or Opportunity - Discover page.	Search for a customer or a partner.
Create Company	RBQ_QCREATE	Click the Create Company link on the Company tab of the Search For Customer page.	Create a new company and save it in the database.
Create Consumer	RBQ_QCREATE	Click the Create Consumer link on the Consumer tab of the Search For Customer page.	Create a new consumer and save it in the database.
Customer Address	RSF_LE_ADDR_SEC	Select —> add address in the first Address field of the Customer section of the on the Lead - Discover page. Click the Go button.	Enter the customer's address for a lead.
Customer Address	RSF_OPP_ADDR_SEC	Select —> add address in the first Address field of the Customer section of the on the Opportunity - Discover page. Click the Go button.	Enter or review the customer's address for an opportunity.
Site Address	RSF_LE_SITE_SEC	Select —> add address in the second Address field of the Customer section of the on the Lead - Discover page. Click the Go button.	Enter or review the customer site address for a lead.

Selecting a Customer for a Lead or Opportunity

Access the Lead - Discover page (Sales, Add Lead, Lead - Discover) or the Opportunity - Discover (Sales, Add Opportunity, Opportunity - Discover) page.

Note. The Customer section appears on the Lead - Discover page and the Opportunity - Discover page. Although the following example shows the Lead component, the information here applies to both leads and opportunities.

Search

Before clicking a Search button, you must enter a business unit. Also, you have the option to enter characters in the Customer or Site field. Click the Search button to search for customer or site data and to determine if a customer or site already exists. If it does not exist, you can quickly create a customer or site.

If you select a site before a customer, then the system automatically populates the Customer field. If you select a customer before a site, then you can only search for sites of that customer. If you have already selected a partner when you search for a customer, the system limits your search to the customers associated with the partner.

Advanced Search

Click the Advanced Search link to search for customer or site data. You can enter specific criteria to use in the search.

Address

After you select a customer, the system populates the Address field with the primary address for the customer. Use the drop-down box to select whether to use an existing address, search for an existing address not in the list, or add a new address. Then click the Go button to search for an address or add a new address.

Note. If you already selected a customer or a site, the system displays a Search Again link instead of the Search box and Advanced Search link.

Searching for Customer Information

Access the Search For Customer page (click the Search button on the Lead - Discover or Opportunity - Discover page).

To select a customer, click a company or consumer in the Search Results section. To add a new company or consumer, click the Create Company link or Create Consumer link.

Using the Quick Create Feature to Create a Customer

Access the Create Company page (click the Create Company link on the Company tab of the Search For Customer page) or the Create Consumer page (click the Create Consumer link on the Consumer tab of the Search For Customer page).

The Create Company page and the Create Consumer page are similar in appearance and usage.

When you use the Quick Create feature, you enter the customer information directly into the database, and the customer entry immediately becomes available for searching.

Note. When you use the Quick Create feature to create a new company or consumer all applicable information from the lead or opportunity is passed to it.

Selecting the Customer Address

Access the Customer Address page (select —> add address in the first Address field of the Customer section of the on the Lead - Discover or Opportunity - Discover page, and click the Go button).

Note. Although the following example shows a customer address, the information applies to both the Customer Address page and the Site Address page.

Note. In PeopleSoft Enterprise Sales, you can save only one customer address and one customer site address for each customer for the lead or opportunity. However, you can create multiple addresses for the same customer in the database. To add or update addresses in the database, use the Quick Create pages or customer information pages under the CRM Customer menu.

Click to save data on this page and make it available for viewing or updating later. The system displays the beginning of the address in the Address drop-down box for the Customer or Site field on the Lead - Discover page or Opportunity - Discover page.

Search

Click to search for an address to determine if it already exists.

Note. If an address already exists and you enter it again, the system creates a duplicate entry in the database. To avoid duplicates, always search first to determine if the address exists before adding it.

If the address already exists, select it from the list. The system displays the Customer Address page with the address and its associated purchasing options designations (Sold To Address, Billing Address, and Shipping Address).

The Enter New Address button becomes available.

Selecting the Customer Site Address

Access the Site Address page (Select —> add address in the second Address field of the Customer section of the on the Lead - Discover or Opportunity - Discover page, and click the Go button).

Note. Fields on the Site Address page function in the same way as the fields on the Customer Address page.

See Selecting the Customer Address.

Selecting Customer Contacts for a Lead or Opportunity

This section discusses how to:

Search for customer contacts.
Use Quick Create to create a contact.
Update customer contact information.

Pages Used to Select Customer Contacts for a Lead or Opportunity

Page Name	Definition Name	Navigation	Usage
Lead - Discover	RSF_LEAD_ENTRY	Sales, Add Lead, Lead - Discover Sales, Search Leads, Lead - Discover	Enter or view data for a lead.
Opportunity - Discover	RSF_OPP_DETAIL	Sales, Add Opportunity, Opportunity - Discover Sales, Search Opportunities, Opportunity - Discover	Enter or view data for an opportunity.
Search For Contact	RBQ_BOSRCH	Enter the first name and last name of a contact (optional) on the Lead - Discover page or the Opportunity - Discover page, and click the Add button.	Search for a contact. You can optionally enter a first and last name on the component's Discover page to narrow the search.
Create Contact	RBQ_QCREATE	Click the Create Contact link on the Search For Contact page.	Create a new contact and save it in the database.

Searching for Customer Contacts

Access the Search For Contact page (enter the first name and last name of a contact on the Lead - Discover page or the Opportunity - Discover page, and click the Add button).

If you select a customer before searching for a contact, the system adds the name of the customer to the Name field. This limits the search to contacts of the specific customer. The system carries over the text that you enter on the Lead - Discover page or Opportunity - Discover page for the contact name to search. You can override the text here. You can also enter search criteria for a phone number, email address, or person ID. If you select a contact that is not associated with the customer specified on the lead or opportunity, the system adds the relationship of the contact to the customer when you save.

Search	Click Search to launch the search and display results in the grid at the bottom of the page.
Select (check box)	Select the contacts to associate with the customer. If the system finds an exact match for the search criteria, it hides the Select check box and changes the Last Name and First Name field value into a link. Click the link to select the user and return to the Discover page.
Select (button)	Click this button to associate the selected contacts with the customer and to return to the Discover page, where the system displays data for the contacts that you select.
Create a New Contact	Click to access the Create Contact page to create a new contact if, after searching, you determine that a contact does not exist.

Using Quick Create to Create a Contact

Access the Create Contact page (click the Create Contact link on the Search For Contact page).

When you use the Quick Create feature, you enter the customer contact directly into the database, and that contact becomes available immediately for searching.

Note. When you use the Quick Create feature to create a new contact, only the first name and last name are passed to Quick Create. When the user returns from Quick Create, the information in the contact row is refreshed from the information that was entered on the Quick Create page. For example, if a user enters a work phone and email address in the contact grid, and then transfers to Quick Create and provides a different work phone, the work phone in the contact grid will be refreshed from the one that was provided in Quick Create. The email address still exists in the contact row and is saved to the Customer Data Model (CDM) when the user saves the lead.

Updating Customer Contact Information

Access the Lead - Discover (Sales, Add Lead˙, Lead - Discover) page or the Opportunity - Discover page (Sales, Add Opportunity, Opportunity - Discover).

Note. If you edit contact information in PeopleSoft Enterprise Sales, the system updates the contact information in the Customer Data Model tables.

The Contacts section appears on the Discover page in the Lead and Opportunity components. Although the example shows lead details, the information here applies to both leads and opportunities.

Contact

Primary	Select to indicate the primary contact for this lead. You can create only one primary contact.
Pref Comm (preferred communication)	Select the contact person's preferred method of communication. Communication methods are delivered as translate values that you can modify if you have the necessary permissions.
Work Phone and Ext (extension)	Enter the contact's work phone number here. Enter additional phone numbers on the Phones tab.
Email Address	Enter the contact's email address. This address is required if you plan to email the proposal.

Phones

Access the Phones tab.

Enter all phone numbers except the contact's work phone number. Enter the contact's work phone number on the Contact tab.

Impact

Access the Impact tab.

Enter information to identify the contact's impact on the customer's decision to make the purchase.

Note. You identify the contact's decision-making role on the Contact tab, and the contact's business title on the Organization tab.

Support

Select the type of support that the contact shows for this purchase.

Define support values on the Supports page.

See Setting Up Contact Support Levels.

Impact

Select the impact that this contact has on the customer's decision to make the purchase.

Define impact values on the Impacts page.

See Setting Up Contact Impact Levels.

Approval Required

Select to indicate that the contact must grant approval on behalf of the customer for the sale to go through. For example, if the individual is influential in the company but does not have final approval, deselect this check box.

Organization

Select the Organization tab.

Enter the contact's business title, department, and responsibilities. Set up contact titles and departments on the Titles page and the Departments page.

Role

Select a role that best identifies the role of the contact.

Note. Do not confuse roles with business titles, which you enter on the Organization tab.

See Setting Up Contact Titles.

Correspondence

Select the Correspondence tab.

See Sending Sales Proposals or Quotes to Customers.

Cloning a Sales Lead or Opportunity

This section discusses how to clone an existing sales lead or opportunity.

Page Used to Clone a Sales Lead or Opportunity

Page Name	Definition Name	Navigation	Usage
Clone Lead	RB_CLONE_TXN_SEC	Click the Clone button on the toolbar of a lead.	Clone a lead.
Clone Opportunity	RB_CLONE_TXN_SEC	Click the Clone button on the toolbar of an opportunity.	Clone an opportunity.

Cloning an Existing Lead or Opportunity

Access the Clone Lead page or the Clone Opportunity page (click the Clone button on the toolbar of a lead or opportunity).

Note. Although the following example shows the Clone Lead page, the information also applies to the Clone Opportunity page.

Note. A setup component for cloning is available and it, if enabled, allows implementers to specify the behavior and options available for cloning leads and opportunities, which is then displayed on this page. This component is delivered as hidden from the portal navigation (under Set Up CRM, Product Related, Sales, Lead and Opportunity) and PeopleSoft Enterprise CRM recommends that the cloning capability be used as delivered. Any modification to this setup component (for example, making it visible on the portal navigation, changing field values or options, and so on) is considered customization and is not supported by Oracle's Global Customer Support.

Number of Clones	Enter the number of copies that you want to make from the original lead or opportunity. The system creates the clones and appends the number of copies to the lead description.
Lead Name	Enter a name or description for the new lead or opportunity.
Select	Select the data to copy from the original to the clone.

Converting a Lead to an Opportunity

This section provides an overview of the Customer Data Hub (CDH) impact on lead-to-opportunity conversion and discusses how to convert a lead to an opportunity.

CDH Impact on Lead-to-Opportunity Conversion

If CDH integration is activated in the CRM system, online duplicate prevention is enabled for the Convert Lead to Opportunity business flow. When a lead, created with one or more business cards or prospects, is converted to an opportunity, the business cards that are stored locally on the lead are converted into the CDM business objects. The online duplicate prevention logic ensures that the business objects do not already exist in the system as duplicates.

Example: Duplicate Prevention in Lead to Opportunity Conversion

This example illustrates an instance of the lead to opportunity conversion process, where the duplicate prevention logic is triggered to check for the existence of the customer prior to creating it in the CDM.

In this example, the customer of the lead is Lennar Builders and it is stored as a business card entry in the Leads table, which means that it does not exist in the customer data model as a business object. Similarly, Ian Walters is a customer contact that is stored locally in the Leads table, and it is not yet available in the CDM.

When the Convert button on the toolbar is selected, the Lead to Opportunity conversion process begins and the CDH duplicate prevention logic is triggered. If the logic finds in CDH a company record that is potentially a duplicate of the customer business card on the lead, the Evaluate Duplicate Company page appears, listing potential duplicated companies that are found with respective match scores.

In this scenario, you can choose to create Lennar Builders as a new company by clicking the link under the Use New Company section, or pick the existing Lennar Builders entry. If you select the existing company, the conversion process creates a new opportunity with that company and there will be no new company added to the CDM. The same evaluation process applies to contacts as well.

Once the opportunity has been created from the lead, the business card entries that previously existed on the lead are now CDM business objects. In this example, Lennar Builders is a Company business object and Ian Walters a Contact business object.

Page Used to Convert a Lead to an Opportunity

Page Name	Definition Name	Navigation	Usage
Convert Lead to Opportunity	RSF_LE_OPP_SEC	Click the Convert button on the toolbar of a lead.	Convert a lead to an opportunity.

Converting a Lead to an Opportunity

Access the Convert Lead to Opportunity page (click the Convert button on the toolbar of a lead).

Converting Prospects to Customers

When converting a lead to an opportunity, if the lead is a prospect, a new CDM customer is created using the prospect's information (the prospect is pushed to CDM). The lead and the opportunity are linked to the customer, and a link that provides navigation to the newly-created CDM customer appears. When converting a prospect lead to an opportunity, the customer name (for a company) or the first and last name (for a contact) must be present to push the prospect's information to the CDM. If these are not present, the lead is converted to an opportunity, but the information is not transferred to the CDM.

STEP 1: Link to Existing or Create a new Opportunity

Create New Opportunity	Select to convert the lead into a new opportunity.
Link an Existing Opportunity	Select to convert the lead by merging it into an existing opportunity.
Select Existing Opportunity	If you select the Link to an Existing Opportunity check box, select one of the opportunities in this grid. The grid displays a list of opportunities that have the same customer and business unit as the lead that is converted. You can select only opportunities to which you have security access; the Select check box is not available for other opportunities.

Note. This region appears only if there are opportunities.

STEP 2: Select Data to Copy

Select the data to copy from the lead to the opportunity.

If you associate the lead with an existing opportunity, the system adds the selected information from the lead to the selected opportunity.

An option is available for Higher Education leads to copy academic information to target opportunities (new or existing).

STEP 3: Complete Conversion

Transfer to Opportunity

Select to transfer to the opportunity when you click OK.

If this check box is deselected, the system returns to the Leads page on which you clicked the OK button.

Click to have the system save the opportunity to the opportunities list and the Opportunities details component. The opportunity is available for you to continue updating and managing it.

To immediately access the new opportunity upon successful conversion, select the Transfer to Opportunity check box before clicking OK.