Bookshelf v7.5: Recording Campaign Opportunities

Siebel Call Center User Guide > Campaigns and SmartScripts >

Recording Campaign Opportunities

The following procedure describes how to record a customer interaction that represents a sales opportunity. Only one opportunity record can be created for each campaign contact or prospect. This procedure applies to both Opportunity and Response campaign types.

NOTE: When you create an opportunity while a record of type Prospect is selected, the type is automatically changed to Contact, and other data changes may take place. When you create an opportunity for a prospect that is associated with a D&B D-U-N-S number, all other prospects associated with this D-U-N-S number are also promoted to contacts, and are associated with the new account, and are added to the opportunity. For information about the effects on data of promoting a prospect, see Prospect Qualification and Promotion. For information about promoting a prospect to a contact when there is no current sales opportunity, see Promoting Campaign Prospects to Contacts.

For more information about working with the Opportunity screen, see Siebel Sales User Guide.

To create a campaign opportunity record

Navigate to the Overview view of the Campaigns screen, and select the appropriate campaign, and the contact or prospect.

For more information, see To make an outbound campaign call or To answer an inbound campaign call.

Use the call guide or a SmartScript to verify that the contact or prospect represents a sales opportunity.

For more information, see To use a call guide during a campaign call or To use a SmartScript during a campaign call.

In the Overview list, click Create Opportunity.

This command creates a campaign response record with Response Type set to Created Opportunity, and displays the Campaign Leads view for the Opportunity screen.

Complete the fields in the Opportunity form.

NOTE: One way to assign an opportunity to a sales representative is to add the representative to the Sales Team multi-value group in the Opportunity form, and select the Primary check box for that representative. Alternatively, your implementation may be set up to assign a sales representative to an opportunity automatically, using Assignment Manager. Consult your Siebel administrator for more information.

Scroll down to the Profile form and complete the fields.

The profile stores information about the sales opportunity, rather than the contacts associated with the opportunity. You can complete the profile fields manually, or click Script to complete the fields by using SmartScript.

(Optional.) In the Activities list, add activities related to the opportunity.

Return to the Campaign Overview view and proceed to your next call.

Recording Non-Opportunity Campaign Responses

The following procedures describe how to record campaign responses that do not represent sales opportunities. The first procedure applies to campaigns of type Opportunity, and in cases where a campaign of type Response does not require a detailed response. The second procedure applies to campaigns where a detailed response is required.

To record a brief campaign response

Navigate to the Overview view of the Campaigns screen, and select the appropriate campaign and contact or prospect, as described in To make an outbound campaign call or To answer an inbound campaign call.

Use the call guide or a SmartScript to verify that the current contact or prospect does not represent a sales opportunity, as described in To use a call guide during a campaign call or To use a SmartScript during a campaign call.

In the Overview list, complete the Call Status and Outcome fields for the current contact or prospect, as well as any additional fields required for your campaign; some fields are described in Table 4, following this procedure.

When you are finished, select the Done check box, and proceed to your next call.

Table 4. Some Fields in the Campaign Overview List
Field	Comments
Call Status	Status of call attempts. Typical values include Busy, Call Back Later, Call Completed, In Progress, Left Message, No Answer, and Not Completed. By default, this field is for informational purposes only.
Contact Last Name	Last name of a contact to speak with during the campaign. If this field is populated, the Prospect Last Name field is blank. Campaign administrators associate contacts with campaigns.
Date/Time	Date and time when the Done check box is selected. The check box can be selected manually or it can be selected automatically by creating a response or an opportunity.
Done	When selected, indicates that the campaign call has been completed for the selected contact or prospect, and sets the record to be read-only. Automatically selected when you create a response or an opportunity. For a campaign that has a Primary Offer, manually selecting Done automatically creates a response record, and the Campaign Overview Outcome field is mapped to the equivalent Response Type field in the response record.
First Name	First name of a contact or prospect to speak with during the campaign. Automatically populated when campaign administrators associate a contact or prospect last name with the campaign.
Job Title	Occupation of the contact or prospect. Automatically populated from contact or prospect data.
Organization Owner	Organization within your company that is responsible for interacting with the contact or prospect. If your administrator has selected Enable Contact Editing in the Campaign Administration > Execution Options view, this field is automatically populated with the organization of the person who created the selected contact or prospect record.
Outcome	Result of the campaign call. Typical values include Created Opportunity, Created Response, Gave Referral, No Interest, Requested Call Back, Requested More Info, Respondent Interested, and Unable To Reach Contact. Automatically populated if you click Create Opportunity or Create Response, otherwise you must select a value. For a campaign that has a Primary Offer, when the Done check box is selected, the value of the Outcome field is mapped to the equivalent Response Type field of an automatically created response record.
Position Owner	Indicates the position within your company that is responsible for interacting with the contact or prospect. If your administrator has selected Enable Contact Editing in the Campaign Administration > Execution Options view, this field is automatically populated with the position of the person who created the selected contact or prospect record.
Prospect Last Name	Last name of a prospect to speak with during the campaign. If this field is populated, the Contact Last Name field is blank. Campaign administrators associate prospects with campaigns.
Type	Indicates whether the person to be spoken with is classified as a contact or a prospect. Automatically populated based on contact or prospect data. Changes from Prospect to Contact if you click Promote.

The following procedure describes how to record a detailed response that does not represent a sales opportunity. This would ordinarily be done for a Response campaign. For a campaign that tracks every interaction with a potential customer, there may be several responses for an individual contact or prospect, including brief responses such as requests to call another time.

To create a detailed campaign response record

In the Overview list, click Create Response to display the Responses list, a More Info form, and the Response Details form.

Complete the appropriate fields in the More Info form; some fields are described in Table 5.

To enter additional information about the response, complete the appropriate fields in the Response Details form; some fields are described in Table 6.

Table 5. Some Fields in the Campaign Responses More Info Form
Field	Comments
Lead Partner	Partner organization that provided the lead to the contact.
Method	How the contact was reached.
Offer Code	Unique number assigned to each offer. Automatically populated.
Outcome	Summarizes the results of the campaign for the current contact or prospect. Typical values include Created Order, Existing Customer, Existing Opportunity, Invalid Phone #, No Project Now, and so on.
Response Type	Summarizes the type of response received from the current contact or prospect. Typical values include Requested More Info, Not Interested, Response Created Opportunity, and so on. By default, the value of this field is set to Unclassified Response.
Score	An arbitrary value assigned by your organization. This field can be used to clarify whether a sales opportunity record should be created.
Source Code	Unique number assigned to each campaign. Automatically populated.
Status	Indicates whether campaign interactions with the current contact or prospect are complete or not. Available values are Open, Pending, and Closed.

Table 6. Some Fields in the Campaign Response Details Form
Field	Comments
Downloaded File	File the contact or prospect has downloaded from your organization's Web site. Depending on your implementation, this field may be automatically populated.
Priority	Indicates level of urgency for items to be mailed or shipped.
Ship Method	Indicates how additional information should be communicated to the current contact or prospect.
Subject	Brief description of the response.
Summary	More detailed description of the response.
Time of Day	For a call-back request, indicates the time of day to call back.