Managing Leads and Opportunities

This chapter discusses how to:

Search for leads and opportunities.
Manage leads and opportunities on the search page.
Manage a lead or opportunity by using the summary.
View history.

Searching for Leads and Opportunities

This section discusses how to search for existing leads and opportunities.

Pages Used to Search for Leads and Opportunities

Page Name	Object Name	Navigation	Usage
Search Leads	RSF_LEADS_HOME_GRD	Sales, Search Leads	Search for leads.
Search Opportunities	RSF_OPP_HOMEPAGE	Sales, Search Opportunities	Search for opportunities.

Searching for Leads and Opportunities

Access the Search Leads page or the Search Opportunities page.

Note. The search pages for leads and opportunities are similar. Although the following example shows the Lead component, the information applies to both leads and opportunities.

Prospects as well as CDM customers are listed in the search results.

Important! The fields that appear in the results grid are determined by the List Action that you select and not by the configurable search pages.

Appears when the Convert Lead to Opportunity business process is running for the listed lead.

See Sales Delivered Business Processes and Web Services.

List Actions

Select an action that you will perform using the list. The fields that appear in the list change to reflect the action you select. For example, you can change priorities, change the sales representative assignment, and reject or accept leads on the search page.

Show in Results

Select the following check boxes to specify the leads or opportunities that appear when you perform a search.

Note. The search fields that are available in the Search section and the check boxes that are available in the Show in Results section depend on how you configure the search pages for leads and opportunities.

See Configuring Search Pages.

Leads as Added by User	Select to display leads that you added.
Leads as Cust Account Owner (leads as customer account owner)	Select to display leads for customers whose accounts you own.
Leads as Cust Account Member (leads as customer account member)	Select to display leads for customers on whose accounts you are a team member.
Leads as Manager	Select to display leads that are assigned to a sales representative that you manage. The territory tree determines the sales representatives that you manage.
Leads by Partner Manager	Select to display leads associated with a specific partner manager.
Leads as Owner	Select to display leads for which you are the primary sales representative.
Leads as Partner Account Owner	Select to display leads that have a partner whose account you own.
Leads as Partner Acct Member (leads as partner account member)	Select to display leads that have a partner on whose account you are a team member.
Leads as Site Account Owner	Select to display leads that are for a site for which you are the account owner.
Leads as Site Account Member	Select to display leads that are for a site for which you are an account member.
Leads as Task Owner	Select to display leads that have a task that is assigned to you.
New Leads as Owner	Select to display new leads for which you are the primary sales representative.
My New Leads Since Last Viewed	Select to display new leads that have been added since the last time you viewed the search page.
Leads as Parent Account Team	Select to display leads for specific customers for which you are a member of the parent account team.
Leads as Team Member	Select to display leads for which you are a team member.
Leads as Team Member Manager	Select to display leads for which you are the team member manager.
Unassigned Leads	Select to display unassigned leads.
Unassigned Leads by Bus Unit (unassigned leads by business unit)	Select to display unassigned leads sorted by business unit.

Managing Leads and Opportunities on the Search Page

This section discusses how to:

Prioritize leads and opportunities.
Change the sales representative assignment.
Reject or accept leads.
Update the forecast for opportunities.
Update the sales stage for opportunities.

Note. The search pages for leads and opportunities are similar. Although the following example shows the Lead component, the information applies to both leads and opportunities.

Pages Used to Manage Leads and Opportunities

Page Name	Object Name	Navigation	Usage
Search Leads	RSF_LEADS_HOME_GRD	Sales, Search Leads	Manage leads.
Search Opportunities	RSF_OPP_HOMEPAGE	Sales, Search Opportunities	Manage opportunities.

Prioritizing Leads and Opportunities

Access the Search Leads page or the Search Opportunities page.

Select Prioritize Leads in the List Actions field.

Lead Rating

Indicates the degree—Hot, Warm, or Cold—of the customer's interest or the potential for making a sale.

Define rating values on the Lead Ratings page.

See Setting Up Lead Ratings.

Revenue

Enter the revenue for the lead.

Priority

Select a priority to indicate the urgency of handling this opportunity. Priority values are translate values.

Note. If the lead has been converted to an opportunity, you cannot change the rating, revenue, or priority for the lead.

Changing the Sales Representative Assignment

Access the Search Leads page or the Search Opportunities page.

Select Review Assignment in the List Actions field.

To change the sales representative, select a different person in the Sales User field.

Rejecting or Accepting Leads

Access the Search Leads page.

Select Accept/Reject Leads in the List Actions field.

Accept/Reject	Select whether to accept the lead. Values are Accepted, Rejected and Turnback.
Rejection/Turnback Reason	Select a reason for rejecting or turning back the lead.

Updating the Forecast for Opportunities

Access the Search Opportunities page.

Select Update Forecast in the List Actions field.

Revenue

Enter the amount of revenue that is anticipated from the sale.

The system displays arrows in the column to the left of the Revenue column. An upward-pointing green arrow signifies that the revenue has increased, and a downward-pointing red arrow signifies that the revenue has decreased.

Est. Close Date (estimated close date)

Enter a date that the system uses to determine whether to include the opportunity in the pipeline or forecast based on the time period that is specified for that pipeline or forecast.

The system displays arrows in the column to the left of the Est. Close Date column. A right-pointing green arrow signifies that the estimated close date has changed to an earlier date, and a left-pointing red arrow signifies that the estimated close date has changed to a later date.

Forecast Amount

If you have created a forecast for the opportunity, the system displays the forecast amount.

Updating the Sales Stage for Opportunities

Access the Search Opportunities page.

Select Update Sales Stage in the List Actions field.

Sales Stage

Select the current stage of the sales process for the 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.

Managing a Lead or Opportunity by Using Summary Information

This section provides an overview of the Summary page in the Lead and Opportunity components and discusses how to manage a lead or opportunity on the Summary page.

Understanding the Summary Page in the Lead and Opportunity Components

The Summary page in the Lead component and the Opportunity component enables sales representative and managers to view high-level information for a lead or opportunity. The Summary page displays the sales stage, forecast (for opportunities), contacts, tasks, notes, sales team, products, call reports, and quotes. In addition, the page displays links that you can click to access a page with detailed information for the particular type of data that you want to access.

You can configure the Summary page to meet your particular needs.

See Setting Up the Summary Page for Leads and Opportunities.

Pages Used to Manage a Lead or Opportunity by Using Summary Information

Page Name	Object Name	Navigation	Usage
Lead - Summary	RSF_LEAD_SUMMARY	Sales, Search Leads Select a lead. On the Lead component, select the Summary tab.	Manage a lead.
Opportunity - Summary	RSF_OPP_SUMMARY	Sales, Search Opportunities Select an opportunity. On the Opportunity component, select the Summary tab.	Manage an opportunity.

Page Name

Object Name

Navigation

Usage

Lead - Summary

RSF_LEAD_SUMMARY

Sales, Search Leads

Select a lead.

On the Lead component, select the Summary tab.

Manage a lead.

Opportunity - Summary

RSF_OPP_SUMMARY

Sales, Search Opportunities

Select an opportunity.

On the Opportunity component, select the Summary tab.

Manage an opportunity.

Managing a Lead or Opportunity on the Summary Page

Access the Lead - Summary page or the Opportunity - Summary page.

The Summary page appears in both the Lead and the Opportunity components. As delivered, the page contents differ slightly between the two components. You can modify the page contents in the Summary Page Setup component. Both prospects and CDM customers and contacts are displayed on the Summary page.

Summary Information

This information appears on both the Lead Summary and the Opportunity Summary.

Contacts	Click the link for an existing contact or click the Add Contacts link to access the Contact section of the Discover page.
Call Report	Click the link to an existing call report or click the Add Call Report link to access the Call Reports page.
Notes	Click the date-time link for an existing note or click the Add Notes link to access the Notes page.
Team	Click the link for an existing team member or click the Add Team link to access the Assign page. Note. As delivered, this section appears on the Opportunity Summary only.
Products	Click the date-time link for an existing product or click the Add Products link to access the Propose page.
Competition	Click the link for an existing competitor or click the Add Competition link to access the Qualify page, where you can add competitors.
Tasks	Click the date-time link for an existing task or click the Add Tasks link to access the Qualify page, where you can add tasks.
Quotes	Click the date-time link for an existing quote or click the Add Tasks link to access the Tasks page. Note. As delivered, this section appears on the Opportunity Summary only.

Opportunity Summary

Forecast	Click to access the Forecast Summary section of the Discover page.
Sales Stage	Click to access the Sales Stage section of the Discover page.

Lead Summary

This information appears on the Lead Summary,

Lead Details

Click to access the Details section of the Discover page.

Click the customer name to access the Customer section of the Discover page.

If the lead source is Marketing or Telemarketing and the lead status is Now or Open, this information appears:

Marketing Activity

Click this link to access the Campaign section of the Qualify page. From the Qualify page, you can view details of the Marketing activity that is associated with the lead. You can view marketing activity even if the Activity End Date is past, as long as the End Response Date is greater than today's date.
Call to Action
Offer Description

Viewing Call Reports for a Lead or Opportunity

This section discusses how to view call reports.

See Also

Understanding Call Reports

Pages Used to View Call Reports for a Lead or Opportunity

Page Name	Object Name	Navigation	Usage
Call Reports	RSF_CALL_RPTS	Sales, Search Leads Select a lead and select the Call Reports tab. Sales, Search Opportunities Select an opportunity and select the Call Reports tab.	View and add call reports for a lead or opportunity.

Viewing Call Reports

Access the Lead - Call Reports page or the Opportunity - Call Reports page.

Click the link for an existing call report or select a person from the Add Call Report list and click the Add Call Report button. Only persons who are assigned to the lead or opportunity are available for selection.

See Also

Working with Call Reports

Viewing History for a Lead or Opportunity

This section discusses how to view the history for a lead or opportunity.

Pages Used to View History for a Lead or Opportunity

Page Name	Object Name	Navigation	Usage
Lead - History	RSF_LE_HISTORY	Sales, Search Leads Select a lead, and select the History tab.	View a history of system actions regarding a lead.
Opportunity - History	RSF_OPP_HISTORY	Sales, Search Opportunities Select an opportunity, and select the History tab.	View a history of system actions regarding an opportunity.

Page Name

Object Name

Navigation

Usage

Lead - History

RSF_LE_HISTORY

Sales, Search Leads

Select a lead, and select the History tab.

View a history of system actions regarding a lead.

Opportunity - History

RSF_OPP_HISTORY

Sales, Search Opportunities

Select an opportunity, and select the History tab.

View a history of system actions regarding an opportunity.

Viewing History

Access the Lead - History page or the Opportunity - History page.

Note. The History page appears in both the Lead component and the Opportunity component. Although the following example shows the Lead component, the information applies to both leads and opportunities.

In the Related Objects section, you can view the associated opportunity if the lead was converted to an opportunity or the cloned object if the lead was cloned.

In the Interaction History section, you can view information about interactions (such as email messages or other correspondence) related to the lead or opportunity.

<Lead / Opportunity> History

The history of changes, such as status changes, that were made by members of the sales team appears here.