10 Manage Opportunities
This chapter contains the following:
Managing Opportunities: Overview
Opportunities allow organizations to support the full sales process, from leads, to opportunities, to sales, to follow-up analytics.
Summary of Features
Opportunity features include the following:
Sales Lifecycle Support: Sales teams create and manage opportunities, supporting the entire sales lifecycle.
Opportunity Information: Following are just some of the data that sales teams can capture for an opportunity:
Sales Accounts: You can associate the customer on the deal with the sales account on the opportunity.
Opportunity Owner: The person who creates an opportunity is automatically assigned as the owner of the opportunity and has full access to the opportunity.
Contacts: You can associate existing or new contacts with opportunities. In addition, you can specify a contact's role, affinity, and influence level on an opportunity. A single contact can be marked as primary.
Currency: The application supports all of the currencies you have set up in the general ledger that have conversion rates against the corporate currency, at both the opportunity header and revenue-line levels.
Budget: A Budgeted indicator lets you display whether the opportunity revenue amount has been budgeted by the customer as well as the date that the budget was made available.
Competitors and Partners: You can pick from lists of values and associate partners and competitors with opportunities. Competitors and partners can be chosen at the revenue-line level as well.
Marketing Data: The Source field allows the association of sales campaigns with an opportunity.
References: Reference customers can be associated with opportunities to improve the selling process.
Sales Methodology: Administrators can set up multiple process steps, task templates, recommended documents, assessment templates, and required fields by sales stage. In addition, administrators can specify a different default win probability percentage for each sales stage.
Sales Coach: Sales Coach guides salespeople through each step of the sales cycle with an organization's own sales methodology and best practices. The process steps, task templates, recommended documents, assessment templates, and mandatory fields set up by your administrator in each of the sales stages translate into guide notes and appropriate opportunity UI interactions.
Revenue Model: Opportunities support a revenue model that features revenue-based forecasting, products and product groups, as well as revenue data captured at the line level, such as win probability, close date, include in forecast, and status. See the topic, Sales Revenue: Overview for more information.
Sales Team Assignment: Opportunities align with territories and the assignment engine for rule-based or territory-based autoassignment of opportunities. Additionally, salespersons can manually add sales team members to an opportunity or add recommended resources.
Sales Credit Allocation: Sales credits on the revenue line provide a mechanism to capture the salespeople responsible for contributing to the sale of the specific product, and the forecast territory that the revenue rolls up to. Support is provided to track direct, channel, and overlay resources and their contributions by means of revenue and nonrevenue credit splits. After territory-based assignment assigns territories to matching revenue lines, the application sets a default forecast territory for each of the sales credit lines.
Forecasting Integration: Opportunity forecast integration features include utilizing forecast criteria that were set up by the administrator to automatically include revenue lines in the forecast. The forecast is refreshed in real-time from revenue when an opportunity is created or updated.
Assessments: Assessments allow the evaluation of a business object, such as an opportunity, customer, or competitor. After setup by the administrator, assessments are presented as either mandatory or optional for salespeople.
Sales Methods, Sales Stages, and Sales Coach: Overview
Sales methods and sales stages let deploying organizations present the sales methodology that best aligns with an opportunity. In addition, the elements of the Sales Coach, set up within sales stages, can be used along with the sales methodology as both a teaching tool and a method to push the organization's best practice information to salespeople.
Sales Methods and Sales Stages
Sales methods link strategy to execution. For example, is the customer more interested in price, features, service, or delivery time? When this decision is made, then the sales method and sales stages can reflect this component. For example, a sales methodology for a price customer will be different for a customer who is interested in features. A sales method can encompass all activities associated with the different sales stages during the sales process, from qualifying, to negotiating, to closing.
Sales Coach is a virtual coach available to salespeople while they view or edit an opportunity.
The following coaching tools are available in the sales coach:
Process Steps: Process steps guide a salesperson through an organization's sales best-practice processes for a particular sales stage.
Recommended Documents: Recommended documents, such as customer letter templates, relevant Web sites, and training materials, provide coaching strategies and best-practice information.
Task Templates: Task templates provide a list of required or recommended tasks relevant to a particular sales stage. Recommended task templates are optional. Autogenerated task templates are automatically applied to your list of tasks for a particular sales stage, when the opportunity moves to that stage.
Assessment Templates: Assessment templates enable the analysis and scoring of an opportunity object, such as a product, a competitor, or an opportunity overall. After selecting an assessment type, you enter a series of responses to achieve a weighted score. This score then helps determine the success rate of the opportunity.
Required Fields: For each sales stage, the administrator can specify the fields in the opportunity header that you must enter before the opportunity can progress to the next sales stage.
Sales Stages: Explained
Sales stages are phases of progress of an opportunity toward its eventual conclusion, either a won sale or a lost sale. A single sales method typically contains a collection of sales stages. For example, you might have five sales stages within a sales method, each with its own attributes and each which serves a different purpose in the progression of the opportunity.
Sales Stage Attributes
When setting up the sales stage, sales administrators typically define the following attributes:
Phase: Indicates the phase of the sales stage in the sales cycle and provides a way to define groups of sales stages. For example, the first phase of an opportunity sales method might be the Discovery phase, where the salesperson researches the customer's needs and begins to formulate a plan for what to sell the customer.
Order: Specifies the sequential ordering of stages within a sales method. For example, the first phase of a sales stage might be the Discovery phase, while the last might be the Conclusion phase.
Duration: Estimated average days an opportunity will remain in a sales stage.
Stalled Deal Limit: Number of days that an opportunity is allowed to remain in a particular sales stage. If the opportunity exceeds this limit, the opportunity is considered stalled.
Administrators can use the supplied sales stages or create new sales stages unique to their businesses. Administrators also have the option of adding a sales coach that defines the process steps and recommends resources that can guide the salespeople through each sales stage.
Sales Methods and Sales Stages: How They Fit Together
Sales methods and sales stages have a one-to-many relationship. In a typical implementation, a single sales method has several sales stages. Each stage within a sales method delineates the progress of an opportunity.
A sales method is a formalized approach used to capture sales stages during the sales process. A sales method can encompass all activities associated with different sales stages during the sales process, from prospecting to forecasting to closing opportunities. Sales methods enable best practices to be implemented across sales organizations.
Several stages typically exist within a single sales method. Sales stages progress the opportunity toward its conclusion. At the time of opportunity creation, the application sets an opportunity to the first sales stage in the sales method being employed.
Sales Coach: Explained
Sales Coach is both a teaching tool and a method to push best practice information to you in order to improve sales.
The following aspects of Sales Coach can assist you in your efforts to bring opportunities to a successful close:
Process steps guide you through the best-practice processes that you should follow during a particular sales stage. For example, in the Discovery sales stage, your company may recommend that you interview the potential customer, develop a product list, and make a go or no-go decision on progressing an opportunity to the next sales stage.
Recommended documents, such as customer letter templates, relevant Web sites, and training materials, provide coaching strategies and best-practice information, among other uses.
Task templates provide a list of required or recommended tasks relevant to a particular sales stage. Recommended task templates are optional. Autogenerated task templates are automatically applied to your list of tasks for a particular sales stage, when the opportunity moves to that stage.
Assessment templates enable the analysis and scoring of an opportunity object, such as a product, a competitor, or an opportunity overall. After selecting an assessment type, you enter a series of responses to achieve a weighted score. This score then helps determine the success rate of the opportunity.
Assessment templates, like task templates, can be applied automatically to an opportunity (if they are marked as mandatory for a sales stage), or they can be applied manually.
For each sales stage, the administrator can specify the fields in the opportunity header that you must enter before the opportunity can progress to the next sales stage.
Default Sales Channel in Opportunities: Explained
The sales channel of an opportunity indicates whether the opportunity is being handled directly by an internal salesperson, or indirectly by an outside partner, such as a distributor or a reseller. Having an accurate sales channel value allows the correct territories and salespersons to be assigned to the opportunity. Because sales channel is a dimension in territory definitions, companies that sell through both direct and indirect channels can use territory metrics to slice and dice their revenue data by sales channel. This topic discusses support for sales channel and the way the sales channel field default settings are implemented in opportunities.
Sales Channel Support
Opportunities support the tracking of sales channel at both the opportunity header and revenue line levels. To make it easier to maintain opportunities, the application automatically synchronizes header and line sales channel that are of the same sales status category. The default setting for opportunity and revenue line sales channel is established in the setup window, Manage Default Attributes for Partner Opportunities. This setup allows the Lead Registration Type of a partner lead to determine the default sales channel on an opportunity once the lead registration is approved and converted into an opportunity. If partner functionality is not implemented, the system automatically sets the sales channel to Direct for all opportunities. Refer to the topic, Partner Lead Registration Type in Opportunities: Explained, for additional information.
Default Sales Channel During Opportunity Creation
If a salesperson creates an opportunity in the opportunities UI, since there is no partner and no lead registration type associated with the opportunity, the header-level sales channel field is set to Direct. If the salesperson creates revenue lines while creating the opportunity, the sales channel of those lines is set to the same sales channel as the header.
If an opportunity is created from a lead conversion, it will not have a lead registration type, and the sales channel also will be set to Direct.
If an opportunity is created from an approved lead registration, the application uses the lead registration type to determine the appropriate header-level sales channel value. For example, an opportunity that originated from a Resale lead registration carries a default sales channel of Indirect (using the default configuration). The header-level sales channel value is then used to determine a default sales channel on the revenue lines on the opportunity.
Note that if a lead registration is linked to an opportunity manually from the leads UI, the sales channel defaulting logic based on lead registration type does not apply.
Default Sales Channel During Revenue Line Creation
When a revenue line is created, the default value of the revenue line sales channel always matches the header-level sales channel value. The application does not use the default setup mapped in the Manage Default Attributes for Partner Opportunities window to default the revenue line sales channel.
Synchronization Between Opportunity and Revenue Line Sales Channel
In terms of general synchronization of revenue lines and the opportunity header, revenue lines that are of the same status category as that of the header level automatically carry the same sales channel value, unless user has explicitly overridden the sales channel at the line level.
If the salesperson changes the header-level sales channel value, all revenue lines that have the same sales channel value as the header and the same status category as the header are synchronized to the new value. For example, if the header-level opportunity status is Open and the sales channel is Direct, and the salesperson changes it to Indirect, all Open revenue lines that have a Direct sales channel will automatically be changed to Indirect. Revenue lines that do not match these criteria remain unchanged.
Closing an Opportunity: Explained
Closing an opportunity begins when you move an opportunity into one of the sales stages or statuses that means closed, such was Won, Lost, or No Sale.
If enabled as a required step, once they start the process of closing an opportunity, salespeople must enter data about the closed opportunity in the close opportunity screen. The required data can include information about competitors, products, revenue, and reasons that the opportunity was won or lost.
To close an opportunity, select the Close Opportunity action or the Save and Close button from within the edit screen of the opportunity. Then application will then prompt you to enter the data required to close the opportunity.
There are three ways to close an opportunity:
Use the close opportunity UI: See the topic, Closing an Opportunity Using the Close Opportunity UI, for more information.
Use the edit opportunity UI: See the topic, Closing an Opportunity Using Edit Opportunity UI: Explained, for more information.
Use the mass update feature: See the topic, Closing Multiple Opportunities Using the Mass Update Opportunities UI: Explained, for more information.
Benefits of a Dedicated Close Opportunity Flow: Explained
Implementing a dedicated close opportunity flow and mandatory summary screen can be of great benefit to deploying organizations, as discussed in the points that follow.
Deploying organizations can add, through extensibility, custom fields potentially visible only during closing.
The act of closing an opportunity is like a transactional submission, since closing an opportunity has consequences (although the changes are reversible). Traditional UI behavior suggests that a final submission step should be preceded by a summary UI displaying the key attributes for that object.
A comprehensive UI lets sales representatives review all opportunity key attributes and make quick changes if warranted before going through with the close process.
Certain mandatory fields need to be addressed during closing, such as Win/Loss Reason and Competition. A dedicated UI provides a much better experience in terms of attracting the representative's attention to those fields immediately before closing the opportunity.
Skipping the dedicated close UI in favor of validations in the edit opportunity UI may put off users due to the following reasons:
Some of the validations may not even be visible without expanding all the revenue items. For example, entering competitors is required during closing (both at the summary as well as revenue item level).
It may take the representative several mouse clicks to close an opportunity in the edit opportunity UI, since he might need to explicitly save repeatedly as the application cycles through the close validations. The total cost of these save attempts may weigh heavily on the application usability.
Closing an Opportunity Using the Close Opportunity UI: Explained
When salespeople start the process of closing an opportunity, they must review a summary screen and enter information about the opportunity prior to closing it. The summary screen allows the representatives to enter last-minute changes to the opportunity header and revenue items before submitting the opportunity to the close process. The summary screen follows specific behavior, as noted in this topic.
This flow is supported only when the profile option, Close Opportunity Flow Enabled, is Yes.
Except for the competitor fields in the revenue items, all applicable fields (including status codes) and their corresponding states in the edit opportunity page are carried over close opportunity page. For example, if a salesperson has changed the state to a closed category in the edit opportunity page, and the win/loss reason fields are enabled, these changes are carried over to the close opportunity page as well. If the status in the original page is Open, the same status is carried over to the summary screen when the close opportunity UI is invoked.
If there is at least one competitor at the opportunity level, the primary competitor from the opportunity header is propagated to all revenue items without competitors. If the salesperson changes the primary competitor on the close opportunity page, the application does not propagate the new primary competitor to the in-sync revenue lines.
If a salesperson cancels changes from the close opportunity page, the application navigates back to the edit opportunity page, erasing any changes made on the close opportunity page. Pending changes on the edit opportunity page are left pending, including the status that was last set on the edit opportunity page.
After successfully validating and closing the opportunity (using the confirmation action on the close opportunity page), the application navigates the salesperson to the edit opportunity page, where he must click Save or Save and Close to process all opportunity closing validations and commit the close opportunity related changes.
Close Opportunity Page Transaction Management
On entry to the close opportunity page from the edit opportunity page, any unsaved changes made to the opportunity on the edit opportunity page are preserved and reflected in data that appears on the close opportunity page.
Clicking the cancel button on the close opportunity page rolls back any changes made to the opportunity since entering the page and returns control to the edit opportunity page with the opportunity in the state it was in prior to entering the close opportunity page (as though a savepoint was issued on entry to the close opportunity page and a rollback to the savepoint is issues on cancel).
Clicking Ok on the close opportunity page preserves unsaved changes made since entering the close opportunity page and returns control to the edit opportunity page without saving them. A subsequent save action on the edit opportunity page is required to commit changes made on both the edit opportunity and close opportunity pages.
Validations and Synchronization Behavior
Closing an opportunity using the dedicated close opportunity flow UI conforms to all validations and interrelated behavior between the opportunity header and revenue line attributes. Close opportunity UI synchronization behavior is derived from the interrelated behavior between an opportunity header and revenue items.
Close Opportunity Page Save and Cancel Behavior: Explained
The close opportunity flow follows standard behavior for transaction management. The main points are:
On entry to the close opportunity page from the edit opportunity page, any unsaved changes made to the opportunity on the edit opportunity page are preserved and reflected in data that appears on the close opportunity page.
Cancelling changes in the close opportunity page rolls back any changes made to the opportunity after entering the close page and returns control to the edit opportunity page with the opportunity in the state it was in prior to entering the close opportunity page (as though a savepoint was issued on entry to the close opportunity page and a rollback to the savepoint is issues on cancel).
Selecting the Ok button on the close opportunity page preserves unsaved changes made after entering the close opportunity page and returns control to the edit opportunity page without saving them. A subsequent save action on the edit opportunity page is required to commit changes made on both the edit opportunity and close opportunity pages.
Closing an Opportunity Using Edit Opportunity UI: Explained
Salespeople can use the edit opportunity page to close opportunities. The option of closing an opportunity in the edit page is available irrespective of whether the profile option, Close Opportunity Flow Enabled, is enabled.
In this method, the user sets the opportunity status to one of the closed status categories. This, in turn, sets the status of all synchronized revenue items to that of the header closed category status. In addition, the following behavior occurs:
The win/loss reason for the opportunity and the revenue items becomes enabled. The salesperson can set the win/loss reasons individually at the revenue item level, or he can change the opportunity header win/loss reason. Once the salesperson enters the win/loss reason at the header level, the reason is propagated to all revenue items without a win/loss reason.
The salesperson is expected to add competitors to the opportunity both at the header and revenue item levels, if he has not already done so.
The salesperson selects Save or Save and Close, which kicks off a series of opportunity closing validations before committing the transaction.
Validations and Synchronization Behavior
Closing an opportunity using the edit opportunity flow UI conforms to all validations and interrelated behavior between opportunity header and revenue line attributes. The edit opportunity UI synchronization behavior is derived from the interrelated behavior between opportunity header and revenue items.
Note the following exceptions to the normal opportunity synchronization behavior and validations when the edit opportunity UI is used to close an opportunity:
An update to an opportunity win/loss reason does not result in propagation of the update to all of the opportunity's revenue lines where the win/loss reason attribute is in sync.
As long as the opportunity primary competitor is defined, an update to the opportunity status from an open status to a closed status does not update the revenue line competitor attribute for opportunity revenue lines where the competitor attribute is undefined.
Closing Multiple Opportunities Using Mass Update Opportunities UI: Explained
Salespersons can multiselect opportunities in the opportunity list and mass update certain fields or attributes within them. The Mass Update dialog box displays name-value pairs of attributes that are mass updateable. The salesperson confirms selection of the fields, enters the desired values, and commits changes to update all of the selected opportunities. The dialog box is closed and the opportunities list refreshes to display the new values.
Closing an opportunity using the mass update opportunities UI conforms to all validations and interrelated behavior between opportunity header and revenue line attributes, with only a few exceptions that are covered in the next section.
During mass update, the following attributes exhibit special interrelated behavior with respect to revenue items:
Include in forecast setting
The mass update process involves marking a few available fields for update, and then entering the appropriate update values for those fields, and committing all the changes all at once. From the user's point of view, this is a straightforward process. However, the picture is far more complicated on the backend, for the following reasons:
All validations performed for normal opportunity updates (using the edit opportunity UI) must be maintained for all opportunities marked for mass update.
All synchronization behavior supported for regular opportunity updates (using the edit opportunity UI) must be maintained for all opportunities marked for mass update. This involves updating opportunity header fields, as well as propagating the updates to underlying synchronized revenue items for all opportunities selected for mass update.
Most close flow validations and interrelated updates for underlying revenue items while closing an opportunity (using either the edit opportunity UI or the dedicated close opportunity UI) must be maintained for all opportunities being mass updated to a closed status.
Mass update synchronization behavior is derived from the interrelated behavior between opportunity header and revenue items. See the topic, Syncing Behavior of Opportunity and Revenue Line Attributes: Explained, for more information.
Note the following exceptions to the normal opportunity synchronization behavior and validations when the mass update opportunity UI is used to close an opportunity:
When an opportunity with one or more revenue lines in a closed status is saved, a validation check may fail because a revenue line competitor attribute is undefined. When opportunity save validation fails for this reason, if the opportunity primary competitor is defined, the error dialog that appears will offer the user an option to correct the validation failure by copying the opportunity primary competitor to all of the revenue lines having undefined competitor attributes. This behavior applies to both edit opportunity and close opportunity flows.
The behavior does not apply to the mass update opportunities and flow. A validation failure due to missing required revenue line competitor attributes will result in an error message with no options to correct the validation failure.
Summary of Mass Update Opportunities Business Logic
In the context of the mass update functionality, when any of the following are updated, the application copies the opportunity attribute value to the revenue line attribute values
Include in forecast setting
Opportunities follow set behavior during mass update, as described in the following tables.
Change in Opportunity Status
Set sales stage to last stage of sales method. Set win probability to 100 percent.
To lost or no sale
Set close date to current date.
From open to closed
From closed to open
Object to Validate
If the profile option, Close Opportunity Competitor Requirement, is enabled, require competitor on opportunity and revenue line.
If the profile option, Close Opportunity Win/Loss Reason Requirement, is enabled, require win/loss reason on opportunity and revenue line.
Revenue line status must be valid for opportunity status.
FAQs for Manage Opportunities
Why did some fields change when I changed the sales stage?
When you move an opportunity to the next sales stage, the opportunity-level win probability increases to reflect the progress of the opportunity. The win probabilities of all revenue items that are in sync with the opportunity-level win probability also change to match the opportunity-level probability.
During setup, the administrator can specify the default win probability for each sales stage.
Which fields or data are initially defaulted on an opportunity?
Several fields are initially set to default values when you create an opportunity, as described in this topic.
Following are the fields initially set to default values when you create an opportunity:
Sales Channel: Set to Direct
Currency: Determined by user preference
Win Probability: Set to percentage determined by sales method or profile option
Close Date: Set to 90 days from creation date
Status: Set to Open
Sales Method: Set to default sales method
Sales Stage: Set to first sales stage in default sales method
Owner: Set to user creating opportunity
Revenue: Set to zero
Worst Case: Set to zero
Best Case: Set to zero
Opportunity Number: Unique, application-generated number
Created By: Set to user creating opportunity
Creation Date: Set to current date
Include in Forecast: Based on forecast settings
What information is required to create an opportunity?
Opportunity Name is the only field required to be filled out when creating an opportunity. Note, however, that the name and sales account combination must be unique. In other words, you cannot have two opportunities with exactly the same name and associated to the same sales account.
What happens if I change win probability?
If you change win probability at the opportunity level, the application updates the win probability of all opportunity revenue lines that are in sync. In addition, if you update win probability at the revenue item level, the forecast generation engine may modify the lines participating in forecasting, depending on whether the line matches forecast criteria or not.
How is the expected close date of an opportunity initially set?
When defining a sales method, administrators can input the average close window of the sales method. This value is used in defaulting the expected close date of an opportunity when the sales method is specified.
How do territories get assigned to an opportunity?
You can't explicitly add territories to an opportunity. Rather, the assignment engine automatically assigns territories to opportunity revenue lines by matching the dimensional attributes of revenue lines to territory dimensions, such as Customer Size or Industry.
To assign territories to an opportunity, administrators can schedule the batch process, Run Revenue Territory Assignment. Or sales users can use the assign opportunity action from within an opportunity. Note that the profile option, Opportunity Assignment Mode, must be set to run territory-based assignment when using these options. If the profile option, Assignment Submission at Save Enabled, is set to yes, the application may also assign territories to an opportunity every time the record is saved.
With partner integration, partner territories (territories whose sales channel dimension is equal to Partner) are not assigned to revenue lines. Partner organizations can only be associated with an opportunity manually, or they can be automatically associated through an approved lead registration.
Why can't I create an opportunity using a sales prospect?
Opportunities must be associated with a sales account with a sell-to address, since otherwise, territory-based assignment cannot happen for the opportunity. Territory-based assignment is the main assignment type for opportunities and drives important visibility rules into who can see and access an opportunity.
How can I copy an opportunity?
While viewing the list of opportunities, select an opportunity and click the button to copy the opportunity. The application will prompt you to enter a new, unique name for the opportunity.
In the dialog where you enter a name for the newly copied opportunity, you get the option of saving and editing or saving and closing the opportunity. When you save and edit, the newly copied opportunity displays in edit mode. When you save and close, the newly copied opportunity displays in the opportunity list view, irrespective of the search criteria being used on the list view.
What is copied when I copy an opportunity?
The following items are copied when you copy an opportunity:
Opportunity header attributes
Sales team, including partner resources
Sales credits, including recipients, amounts, and percentages; allocation style is set to ad hoc
Custom attributes on the opportunity
Custom attributes of revenue
Custom child objects of the opportunity
Custom child objects of revenue
The following are not copied:
Recurring revenue items
What's lock assignment?
Lock assignment prevents a salesperson from being automatically removed from an opportunity through the assignment engine. Only users with Full access on the opportunity can check or uncheck the lock assignment flag for sales team members.
What's deal protection?
With the deal protection feature, salespeople are automatically protected from being removed from a revenue line for which they are receiving sales credit, or from the opportunity team, when territory realignment happens. Deal protection applies to sales resources that get automatically assigned to revenue items as credit recipients or to the opportunity team by the territory-based assignment feature of the assignment manager. The profile option, Resource Deal Protection Period, specifies the default number of days for which salespeople are protected. An opportunity team member with Full access level can override the dates for which the protection is active.
How can process steps assist the sales cycle?
Process steps guide you through the best-practice processes that you should follow during a particular sales stage. For example, in the Discovery sales stage, your company may recommend that you interview the potential customer, develop a product list, and make a go or no-go decision on progressing the opportunity to the next sales stage.
What are recommended documents?
Recommended documents give you resources that can provide coaching strategies and best practice information, among other uses. These documents can include such items as customer letter templates, relevant Web sites, and training materials.
What's a process step?
Part of the Sales Coach feature and set up by the administrator, process steps are recommended procedures for salespeople to follow during a particular sales stage to most efficiently and effectively progress the deal along to a successful outcome.
What's a key internal sponsor on an opportunity?
Key internal sponsor is a strong internal supporter of the opportunity in the deploying organization. For example, there may be certain deals that senior management wants to assign extra manpower to support because of the criticalness of the deal. This senior support and extra manpower is consider a strong internal sponsor.
What's a billing account on an opportunity?
A billing account on an opportunity is the customer's financial account entity to be used for the transaction.
What opportunity data can I view for accounts in Oracle RightNow CX?
Integration with Oracle Sales Cloud gives you a read-only view of opportunities in the form of an Oracle Business Intelligence Enterprise Edition (OBIEE) opportunity report that displays on an Oracle RightNow CX work space. Opportunity data displayed includes: opportunity name, status, and salesperson and salesperson contact information for the opportunity.
The data displayed in the opportunity report can be configured through the cloud, so deploying companies can chose what data the wish to display to the service team.