Setting Up Sales Leads and Opportunities

This chapter discusses how to:

• Set up a sales process.

• Set up component field default values.

• Set up lead ratings.

• Set up assignment weights.

• Set up lead reject and turnback reasons.

• Set up sales contacts.

• Set up sales partners.

• Set up sales competitors.

• Set up buying criteria.

• Set up lead sources.

• Set up fallout reasons.

• Set up pipeline segments.

• Set up templates for importing leads.

• Set up the summary page for leads and opportunities.

• Set up display templates for leads and opportunities.

Setting Up a Sales Process

To set up a sales process, use the Sales Process (RSF_SALES_MODEL) component.

This section provides an overview of the sales process and discusses how to:

• Define a process.

• Clone a process.

Understanding the Sales Process

Sales efforts typically follow a defined series of stages and tasks. PeopleSoft Enterprise Sales provides the Knowledge Enabled Sales (KES) process, a ready-to-use proprietary sales process that enables you to identify the stages and tasks that an organization's sales process requires. The KES process can also help sales representatives learn how to perform tasks using the organization's best practices.

The KES process includes several stages. Each stage is associated with an opportunity pipeline segment, and every stage includes one or more tasks. You can use the KES process that is provided or you can define sales stages and tasks based on your organization's preferred sales model.

Note that you can enable multiple sales processes at one time. For example, you might have one process for selling within a particular industry and another for selling a particular product or service line. You can relate all the various stages to common pipeline segments to ensure that you analyze pipeline information correctly.

This table lists the KES stages and their tasks. You can modify these stages and tasks to meet your business needs.

Note. The weights included in this table are provided as an example of how the KES process works.

Pages Used to Set Up a Sales Process

Defining a Process

Access the Sales Process page.

Model and Name	Displays PSFT (KES) and Knowledge Enabled Sales as the default values if you use the KES process. If you use a different sales process, the process and name appear. You can edit the name on this page.
Close % Method (close percentage method)	Select a method for evaluating the progress of opportunities; 100% equals closed or completed. Values are: Stage Weight %: Expresses progress as a percentage of the weighted stages that are completed. For example, suppose that your sales model consists of three stages and you assign a weight of 50% to the first stage and 25% each to the second and third stages. When you complete the first two stages, the system calculates that you have completed 75% of the sales model. Stage Level: Expresses progress as a simple percentage of the stages completed. For example, suppose that your sales model consists of four stages. When you complete the first two stages, the system calculates that you have completed 50% of the sales model. Task Type: Expresses progress as a simple percentage of tasks completed. For example, suppose that your sales model consists of eight tasks. When you complete the first six tasks, the system calculates that you have completed 75% of the sales model.
Hide Tasks and Show Tasks	Click to hide or display tasks. If you use tasks associated with your sales process, display them. Otherwise, hide the tasks that appear here.
Clone	Click to access the Clone Sales Process page, where you can copy or clone the sales process to a different setID. You can clone the stages and tasks of the process.
Stage # (stage number) and Sales Stage	Displays the sequence number and stage of the process, and lists the associated tasks at the bottom of the page. Click the Add button to create additional stages of the process and associate tasks with them. The system enters the stage sequence number. You can override the sequence numbers to reorder the stages.
Pipeline Segment	Identify the pipeline segment to associate with the stage. In the KES process, pipeline segments include Contact, Develop, Negotiate, Qualify, and Retain. You must specify a pipeline segment to correlate with the stage if you set up pipeline targets for a sales user's pipeline segment quotas on the Sales User page. See Defining a Sales User's Pipeline Targets.
Weight % (weight percentage)	Enter the weight percentage that represents that stage's portion of the sales model. For example, if a stage represents half of the sales model, half of the work, half of the time, half of the important landmarks, or half of some other measure, then enter 50 (percent).

Tasks

Cloning a Process

Access the Clone Sales Process page.

You can copy (or clone) an existing process with its stages and tasks and then make adjustments to create a new process.

Setting Up Component Field Default Values

When a sales user creates a lead or opportunity, the lead or opportunity description is a required field. The user can enter a description to identify the lead or opportunity. However, if the user does not enter a description and saves the lead or opportunity, the system saves a default value for the description based on a combination of fields set up on the Component Field Default page.

PeopleSoft Enterprise Sales delivers two default settings for component fields—one for the lead description and one for the opportunity description. These settings specify that the system populates the lead and opportunity descriptions with the name of the customer if the sales user does not enter a description. You can change these default settings by using the Component Field Default page.

Page Used to Set Up Component Field Default Values

Setting Up Default Values for Component Fields

Access the Component Field Default page.

Select RSF_LEAD_ENTRY and DESCR50 for the component name and field name, respectively, to modify the settings for the lead description. Select RSF_OPPORTUNITY and OPPORTUNITY_NAME to modify the settings for the opportunity description.

Click the Modify System Data button to edit the fields on the Component Field Default page.

If you enter multiple rows, the system concatenates the values from the rows to form the default value.

Setting Up Lead Ratings

This section provides an overview of ratings and rating rules and discusses how to:

• Define lead ratings and set workflow triggers.

• Set up lead rating rules.

• Build conditions for rating rules.

• Choose conditions to evaluate.

• Map survey values to lead ratings.

To set up lead ratings, use the Lead Ratings (RSF_LEAD_RATING) and Lead Rating by Rate Set Value (RT_RS_TO_LEAD_RATE) components.

Understanding Ratings and Rating Rules

Lead ratings assess the probability that a customer will buy and are usually represented by a term that describes temperature, such as Hot, Warm, or Cold. For leads generated through telemarketing, scripted questions and answers provide the information that is used to provide lead ratings. Lead ratings apply to a setID.

For leads that are automatically generated from marketing campaigns, you can automatically generate an initial lead rating from the information gathered by marketing: customer name, potential revenue, geographic region, and so forth. You select relevant information and set up rules that automatically evaluate leads that are generated from marketing campaigns. Rating rules, like ratings, are unique for a setID and are built using the Active Analytics Framework (AAF) in the context of lead management.

See Also

Understanding AAF

Pages Used to Set Up Lead Ratings

Defining Lead Ratings and Setting Workflow Triggers

Access the Lead Rating page.

Send Notification?	Select to send an email notification to the worklist explaining that the lead or opportunity with the specified rating has not been accepted or rejected within the allowable time.
Max Time (maximum time) and Unit of Time	Specify the maximum delay period—expressed in days, hours, or minutes—by which a lead with that rating must either be accepted or rejected. If the lead is not accepted or rejected within that time, then the defined workflow is triggered.

Setting Up Lead Rating Rules

Access the Rating Rules page.

A lead rating rule is a condition and a rating that the lead received if the condition is met. Lead rating rules are associated to a setID.

Building Conditions for Rating Rules

Access the Edit Rules page.

This page enables you to build the condition for a rule. On initial entry to the page, or when you add a term to the condition, the Select Term link appears. After you add a term to the condition, you select an operator from the available values and enter a value to build the condition.

Choosing Conditions to Evaluate

Access the Edit Condition page.

This page enables you to select a term that is evaluated as part of a rule. Only conditions that are applicable in the context of lead management appear on this page.

Mapping Survey Values to Lead Ratings

Access the Rate Set Value to Lead Rating page.

When a marketing (or telemarketing) group creates a branch script survey, it defines rate-set values so that the script can translate the overall score into a meaningful rating. You can map those rate-set values to lead ratings here. That way, if the survey score returns the equivalent of a lead rating with the rating category of Qualified, the marketing group can forward the prospect to the sales group as a qualified lead.

See Also

Using PeopleSoft Telemarketing

Setting Up Assignment Weights

This section discusses how to define assignment weights.

To set up assignment weights, use the Assignment Weights (RSF_ASSIGN_W_TBL) component.

Page Used to Set Up Assignment Weights

Defining Assignment Weights

Access the Assignment Weights page.

Predefined assignment weights are delivered with the following anchor weights. You can use or modify these, and you can define different sets for different combinations of setIDs and assignment groups:

• 0 is ignore.

• 5 is important.

• 9 is most important.

Assignment weights are used, along with other criteria, when the system assigns leads and opportunities.

See Also

Defining Criteria and Their Weights

Setting Up Lead Reject and Turnback Reasons

This section discusses how to set up lead reject and turnback reasons.

To set up lead reject and turnback reasons, use the Lead Reject Reasons (RSF_LEAD_RJCT_RSN) component.

Page Used to Set Up Lead Reject and Turnback Reasons

Setting Up Lead Reject and Turnback Reasons

Access the Lead Reject/Turnback Reason page.

Enter codes and descriptions for rejecting a lead.

To reject or turn back a lead, a sales user must identify a reject or turnback reason on the Lead - Summary page. On the Lead Reject/Turnback Reason page, you define the possible reasons that the sales user can select.

See Also

Accepting, Rejecting, or Turning Back a Lead Assignment

Setting Up Sales Contacts

This section discusses how to:

• Set up contact support levels.

• Set up contact impact levels.

• Set up contact titles.

• Set up contact departments.

• Set up contact roles.

To set up sales contacts, use the Sales Contact (RSF_CONT_SETUP) component.

To set up contact roles, use the Contact Roles (RSF_ROLE_CD_TBL)component.

Pages Used to Set Up Sales Contacts

Setting Up Contact Support Levels

Access the Contact Support page.

Create support levels (for example, Negative, Neutral, and Positive) that enable sales users to identify the type of support that a contact shows for moving the sale forward.

Support levels appear on the Impact tab on the Contact grid of the Discover page in the lead and opportunity details components.

See Also

Selecting Customer Contacts for a Lead or Opportunity

Setting Up Contact Impact Levels

Access the Contact Impact page.

Create impact levels (for example, High, Low, and Medium) that enable sales users to identify the impact that a contact might have on the customer's decision to purchase.

Impact levels appear on the Impact tab in the Contact grid of the Lead - Discover and Opportunity - Discover pages.

See Also

Selecting Customer Contacts for a Lead or Opportunity

Setting Up Contact Titles

Access the Contact Title page.

Create titles (for example, Administrator, Director, and Vice President) that enable sales users to identify a contact's position in the customer's organization.

Titles appear on the Organization tab in the Contacts grid of the Lead - Discover and Opportunity - Discover pages.

Note. The contact titles that you set up here are different from the contact roles, which are set up on the Contact Roles page and are used on the Impact tab in theContacts grid of the Lead - Discover and Opportunity - Discover pages. Contact roles are more detailed than titles. For example, you might set up Vice President as a title and Vice President of Purchasing as a role.

See Also

Selecting Customer Contacts for a Lead or Opportunity

Setting Up Contact Departments

Access the Contact Department page.

Create departments (for example, Executive, IT, Marketing, and Sales) that enable sales users to identify the department that a contact belongs to in the organization.

Departments appear on the Organization tab in the Contact grid of the Lead - Discover and Opportunity - Discover pages.

See Also

Selecting Customer Contacts for a Lead or Opportunity

Setting Up Contact Roles

Access the Contact Roles page.

Define roles (for example, Purchasing Manager, Purchasing Broker, and Vice President of Purchasing) that enable sales users to identify the role that a contact has within the customer's organization.

Contact roles appear on the Contact tab in the Contacts grid of the Lead - Discover and Opportunity - Discover pages.

See Also

Selecting Customer Contacts for a Lead or Opportunity

Setting Up Sales Partners

This section discusses how to:

• Set up business partners and contacts.

• Set up partner roles.

• Set up partner status values.

• Set up partner types.

• Set up partner ratings.

To set up sales partners, use the Sales Partner (RSF_PARTNER) component.

Note. PeopleSoft Enterprise Sales provides basic functionality for sales partners. For more robust functionality, use PeopleSoft Partner Relationship Management. This section applies only to systems that do not use PeopleSoft Partner Relationship Management. If you use PeopleSoft Partner Relationship Management, set up sales partners in that application.

See PeopleSoft Enterprise Partner Relationship Management 9 PeopleBook

Pages Used to Set Up Sales Partners

Setting Up Business Partners and Contacts

Access the Company page.

Enter the following information for the external companies or consultants that you want to set up as partners: business names, addresses, phone numbers, and contact names.

See Maintaining General Company Information.

Setting Up Partner Roles

Access the Partner Role page.

Enter a partner role ID, status, and description (for example, Coach, Decision Maker, or Evaluator) to identify the roles of partners. Add rows to create as many partner roles as you need.

Setting Up Partner Status Values

Access the Partner Status page.

Enter a partner status ID, status, and description (for example, Current, Former, or Out of Business) to identify the status of partners' relationship with the organization. Add rows to create as many partner statuses as you need.

Setting Up Partner Types

Access the Partner Type page.

Enter a partner type ID, status, and description (for example, Alliance Partners, Channel Partners, or Distributor) to identify the types of partners with which the organization interacts. Add rows to create as many partner types as you need.

Setting Up Partner Ratings

Access the Partner Rating page.

Enter a partner rating, status, and description (for example, Excellent, Fair, Good, or Poor) to rate partners' working relationships or history of success with the organization. Add rows to create as many partner ratings as you need.

Setting Up Sales Competitors

This section discusses how to:

• Set up the competitor relationship.

• Set up business competitors and contacts.

Pages Used to Set Up Sales Competitors

Setting Up the Competitor Relationship

Access the Role Type page.

Set up the role type Competitor to identify the relationship of an external company or consultant with whom you compete for sales. You must also configure the competitor relationship before you apply it to competing businesses.

See Defining Role Types and Role Categories.

See Defining Relationship Types and Relationship Categories.

Setting Up Business Competitors and Contacts

Access the Company page.

Enter information about the external companies or consultants that you set up as competitors.

See Maintaining General Company Information.

Setting Up Buying Criteria

This section discusses how to:

• Set up buying criteria types.

• Set up buying criteria impact levels.

• Set up buying criteria priority levels.

• Set up buying criteria status values.

To set up buying criteria, use the Sales Buying Criteria (RSF_NEEDS) component.

Note. The system does not display buying criteria fields on the Lead - Propose and Opportunity - Propose pages unless you use display templates to specify that you want to display the buying criteria fields.

See Setting Up Display Templates for Leads and Opportunities.

Pages Used to Set Up Buying Criteria

Setting Up Buying Criteria Types

Access the Buying Criteria Type page.

Enter a buying criteria ID, status, and description (for example, Application Functionality, Contract Terms, and Customization) to identify the types of criteria that influence customer decisions to purchase. Add rows to create as many types as you need.

See Also

Qualifying a Lead or Opportunity

Setting Up Buying Criteria Impact Levels

Access the Buying Criteria Impact page.

Enter an impact ID, status, and description (for example, Negative, Neutral, and Positive) to identify the impact of buying criteria on customer decisions to purchase. Add rows to create as many impact levels as you need.

See Also

Qualifying a Lead or Opportunity

Setting Up Buying Criteria Priority Levels

Access the Buying Criteria Priority page.

Enter a priority ID, status, and description (for example, High, Low, Medium, and Normal) to identify the priority of customers' need for a product. Add rows to create as many need priorities as necessary.

See Also

Qualifying a Lead or Opportunity

Setting Up Buying Criteria Status Values

Access the Buying Criteria Status page.

Enter a status ID, status (Active or Inactive), and description to identify the status of customers' need for a product. For example, you might create a buying criteria status of Closed or Open. Add rows to create as many status levels as you need.

See Also

Qualifying a Lead or Opportunity

Setting Up Lead Sources

This section discusses how to set up a lead source.

To set up a lead source, use the Lead Sources (RSF_LEAD_SOURCE) component.

Page Used to Set Up Lead Sources

Setting Up a Lead Source

Access the Lead Source page.

Enter a description and status to identify each source that typically produces leads. PeopleSoft Enterprise Sales delivers several predefined lead sources, including Agreement, Case, Marketing, Online Marketing, Partner, Sales, and Telemarketing. You can modify or delete these, and you can create as many additional lead sources as you need.

When a sales user enters a lead, the system uses Sales as the lead source, on the Lead - Qualify page.

Setting Up Fallout Reasons

This section discusses how to set up fallout reasons.

To set up fallout reasons, use the Fallout Reason (RSF_FALLOUT_RSN) component.

Page Used to Set Up Fallout Reasons

Setting Up Fallout Reasons

Access the Fallout Reason page.

Enter a status, description, and long description (for example, Customer Cancels Purchase, Lost Deal on Price, and Couldn't Meet Delivery Date) to identify the reasons why an opportunity might be lost. Create as many fallout reasons as you need.

Setting Up Pipeline Segments

This section discusses how to define pipeline segments.

To set up pipeline segments, use the Pipeline Segments (RSF_SEGMENT) component.

Page Used to Set Up Pipeline Segments

Defining Pipeline Segments

Access the Pipeline Segments page.

Pipeline segments correlate to stages of your sales process. The default segments correlate to the stages of the Knowledge Enabled Sales process: Contact, Qualify, Develop, Negotiate, and Retain.

Enter a description and status to identify each pipeline segment to correlate it to the stages of your business process.

Add rows to create additional segments. The system provides default sequence numbers. You can override the sequence numbers to reorder the stages.

Pipeline segments appear on the Segment Pipeline page in the Review Pipeline component.

See Viewing the Opportunity Pipeline.

Note. You can use other sales process definitions—for example, the Miller Heiman process—to define pipeline segments.

Setting Up Templates for Importing Leads

This section provides an overview of lead-import templates and discusses how to:

• Create a lead-import template.

• Rearrange fields on a template.

• View the import template map.

To set up templates for importing sales leads, use the Sales Lead Import Template (RB_IMP_TEMPLATE) component.

Understanding Lead-Import Templates

When you import leads into PeopleSoft Enterprise Sales, the system copies data from a spreadsheet to the Leads table and the Customer Data Model tables. Before you can import leads, you must set up a lead-import template that specifies the mapping between the spreadsheet and the tables. PeopleSoft Enterprise Sales delivers a default template that can be used as delivered. You can create additional templates, if needed. When setting up a lead-import template, you use the Sales Lead Import Templates component to:

• Specify the fields to include during the import.

• Map the spreadsheet columns to fields in the Lead table.

• Set up duplicate checking for leads.

• Set up lookup criteria for Customer Data Model fields.

In addition, you can create a spreadsheet template that contains the column headings for fields that you import into PeopleSoft Enterprise Sales.

Pages Used to Set Up Templates for Importing Leads

Creating a Lead Import Template

Access the Import Template page.

Each level of the Leads component interface is included as a collapsible section of the page. Each section lists all of the fields from that level. Select the fields to include in a Microsoft Excel spreadsheet to create a template for importing lead data.

Note. PeopleSoft Enterprise Sales delivers a default template called LEAD_IMPORT. In the default template, some fields do not have the Include check box selected. These are system fields that are part of the template for processing purposes but are typically not included in a spreadsheet containing data to be imported.

Note. Access the Address Format page to determine the fields used for address formats specific to a country.

See Setting Up Address Formats and Values.

Page Actions

Select Fields

Expand a component interface level.

Rearranging Fields on a Template

Access the Import Resequencing page - Resequence Import Template page.

Sequence	Override the numbers to rearrange the component level fields, if necessary. This option resequences only the fields on the template. It does not affect how fields appear on pages in the components.
Show New Sequence	Click to view the fields in the new order.
OK	Click to accept the new sequence and return to the template page.
Cancel	Click to return to the template page without resequencing.

Viewing the Import Template Map

Access the Maps page.

After you generate the template, view a list of the column headings to see how the fields correlate.

Setting Up the Summary Page for Leads and Opportunities

This section provides an overview of summary pages for leads and opportunities and discusses how to:

• Configure the summary page for leads and opportunities.

• Precalculate terms that appear on the summary page.

• View a list of term updates.

• Update business object names.

See Managing a Lead or Opportunity by Using Summary Information.

Understanding Summary Pages for Leads and Opportunities

The component summary page is the first page a user sees on displaying an existing lead or opportunity. Each summary page is composed of a header, which identifies the component as a lead or opportunity, and one or more sections.

Sales delivers a standard setup for leads and opportunities and provides a component for you to modify the delivered setup. The delivered summary page for leads includes the following sections: summary, contacts, tasks, notes, team, products, and quotes. You can add sections or modify sections.

RSF_LEAD_ENTRY is the component name for the lead summary page for leads, and RSF_OPPORTUNITY is the component name for the opportunity summary page.

Pages Used to Set Up the Summary Page for Leads and Opportunities

Configuring the Summary Page for Leads and Opportunities

Access the Summary Page Setup page.

Top Summary Box Title

These fields also appear in the Summary Section Title region. The values that you enter in these fields determine the information that displays in the title areas of the report. It is recommended that you do not change the information in the Top Summary Box Title collapsible section.

Summary Sections

Create a summary section for each topic that you want to include in the summary.

Base Scroll Record and Page

The fields on this page region determine the source and placement of the information that appears in the section.

Hyperlink Record and Field

Summary Line Text

Summary Text Bind Fields

See Also

PeopleSoft Enterprise Components for CRM 9 PeopleBook

Setting Up Lead Ratings

Precalculating Terms that Appear on the Summary Page

Access the Schedule Updates page.

Enter the following information and click the Run button. You can save an update and run it multiple times.

Viewing a List of Term Updates

Access the View Update Result page.

This page displays a list of the term updates that were run for a given setID and information about the run.

Updating Business Object Names

Access the Update Business Object Names page.

This App Engine program syncs the Customer, Site and Contact names in Lead and Opportunity tables to match with the customer master data.

Setting Up Display Templates for Leads and Opportunities

PeopleSoft Enterprise Sales provides display templates that enable you to control the appearance and behavior of the Lead and Opportunity components for specific business needs. For the Opportunity component (RSF_OPPORTUNITY), PeopleSoft Enterprise Sales has one display template named CORE. For the Lead component (RSF_LEAD_ENTRY), PeopleSoft Enterprise Sales has three display templates:

• CORE

  Determines the appearance and behavior of the Lead component for enterprise users.

• PRM_SALES

  Determines the appearance and behavior of the Lead component for partner users.

• FSI_SALES

  Determines the appearance and behavior of the Lead component for wealth management referrals.

See Configuring Display Templates.

Pages Used to Set Up Display Templates for Leads and Opportunities

Setting Up Display Templates for Leads and Opportunities

Access the Display Template page.

This table lists the default configurations for the pages defined for the CORE display template for the Lead and Opportunity components:

Functional Option Used with the Display Template

Access the Display Template - Page Definition page.

You can enter CORE_RSF_ADVANCED in the Functional Option Code field to either display or hide a field or grid tab in the Lead or Opportunity component, depending on the setting of the functional option for a user.

See Setting Up Functional Options.

This table displays the grid tabs and fields in the delivered CORE display template for leads and opportunities that have the value CORE_RSF_ADVANCED in the Functional Option Code field.

To hide or display specific fields or grid tabs in the Lead or Opportunity component, you can edit the CORE display template.