11Opportunity Tracking

Opportunities

Opportunities: Overview

An opportunity is a record in Oracle RightNow Opportunity Tracking Cloud Service (Opportunity Tracking) containing information about a specific sale or a pending deal.

In essence, opportunities are the building blocks of your sales operation for collecting general sales information, following sales strategies, setting forecasts, and preparing and sending quotes to customers. The information that is collected during the sales cycle can be processed by Oracle RightNow Analytics Cloud Service (Analytics) to help managers identify trends and forecast sales periods and to help you meet or exceed your quota.

Before you start working on your assigned opportunities, you’ll want to know how to access opportunities and how opportunity information is organized. The following sections explain the layout you’ll be working with and show you where the details of each opportunity are located.

Opportunities reports

Opportunity reports can be placed in the Opportunities navigation list or any other navigation list you have access to.

When you click Opportunities on the navigation pane, the navigation list displays all of the reports and items added to this button by your administrator. The Opportunities button, plus all the other buttons you have access to, are part of the navigation set defined in your profile.

Opportunities reports can also be placed in other navigation lists, not just the Opportunities list. And if you have permission to customize your navigation set, you can add other items, including any reports you have permission to access, to your Opportunities navigation list or any of your lists. Double-clicking any opportunities report displays the list of opportunities in the report on the content pane.

The information displayed on the content pane depends on the opportunities report you select and which fields were defined when the report was created. The Recently Modified Opportunities report, for example, displays the opportunity’s name, forecasted value, and date it was last modified.

Using buttons on the ribbon, you can open, add, copy, delete, print, forward, assign, and reject opportunities and email the contact. You can also search for opportunities, refresh the report, and reset the search criteria from the ribbon. Right-clicking any opportunity displays the same functions as those on the ribbon.

Tip: Besides searching for opportunities from a report, you can also use Quick Search to find a specific opportunity from anywhere in the product.

Standard workspace for opportunities

Your Oracle Service Cloud application contains a standard workspace for working with opportunities.

The workspace defines which fields you see and how the information is organized on the content pane.

Your organization may use the standard workspace, or your administrator may have created one or more customized workspaces. Your profile defines the workspace you see when you work with opportunities, whether it is the standard workspace or a customized workspace. For documentation purposes, we use the standard opportunity workspace to describe how to work with opportunities.

Opportunity ribbon

The following table describes the buttons on the ribbon of the standard opportunity workspace.

Table Opportunity Ribbon

Group/Button Description
Editor
Undock Click this button to undock the opportunity editor from the console and display it in a separate window.
Save
Save Click this button to save the opportunity you are currently editing or adding. The opportunity remains open.

When you save an opportunity, it is evaluated by the rules engine. If your administrator added opportunity rules and the opportunity matches one or more of those rules, it is possible that the opportunity can be modified by rule actions when you save it.

Save and Close Click this button to save the opportunity you are currently editing or adding. The opportunity closes.
Actions
Note: With the exception of the New button, the buttons in this group are not active until after you save the opportunity you are adding.
New Click this button to add an opportunity. See Add an opportunity.
Refresh Click this button to refresh the opportunity.
Forward Click this button to forward the opportunity.
Print Click this button to print the opportunity.
Copy Click this button to copy the opportunity.
Delete Click this button to delete the opportunity. See Delete an opportunity.
Proofing
Spell Check Click this button to spell check the opportunity.
Related Activities
Reject Click this button to reject the lead. See Reject a lead.
Appointment Click this button to create an appointment in Microsoft Outlook.
Links and Info
Links Click this button to select a URL from the list of links added by your administrator.
Info Click this button to see details about the opportunity, including its ID, when it was created and by whom, and the date it was last updated and by whom. If the opportunity is in a rules state or has an escalation level, that information also appears.

Key opportunity fields

When you open an opportunity, you see fields on the top of the content pane and record tabs on the bottom.

The opportunity fields store the opportunity’s name, status, strategy, stage, rep forecast, contact association, organization association, manager forecast, and other information that describes the properties of the opportunity.

Some of the opportunity fields are required by default, and your administrator may require that other fields also be completed. You must complete any field marked with an asterisk before you can save the opportunity. Refer to Edit key opportunity fields.

Opportunity record tabs

Much of the information about the opportunity is organized in record tabs, which group similar details. For instance, all of the contacts associated with the opportunity are listed on the Contacts tab and all tasks associated with the opportunity appear on the Tasks tab.

Note: If you make changes on any windows accessed from the opportunity record tabs, you must save the opportunity in order for your changes on the record tabs to take effect. If you close the record without saving changes, your changes are lost.

Opportunities include the following record tabs. Click a tab to see what information is listed and what your options are.

  • Details tab—Contains fields related to opportunity competitor data, completion data, win/loss data, and other general data. Use the fields on this tab to collect additional information about an opportunity, which is beneficial for reporting purposes. Refer to Edit Details tab information.

  • Contacts tab—Lists the contacts associated with the opportunity, including the primary contact and all secondary contacts. From the Contacts tab, you can add a new or existing contact to the opportunity, open a contact for editing, copy a contact, print contact information, remove a contact, send email to the contact, or set the contact’s role in the opportunity. The Contacts tab displays a number in parentheses to show how many contacts are associated with the opportunity. Refer to Add or edit contact information.

  • Notes tab—Stores internal information about the opportunity. Notes are never sent to customers. You can add, edit, or remove notes that originated by phone, fax, post, web form, or email for any opportunity based on the type of correspondence you had with a contact or organization. And you can view the notes by opportunity, contact, organization, or by any combination of the three. Refer to note.

  • Tasks tab—Lists all of the tasks associated with an opportunity. You can add, open, copy, delete, print, and forward tasks and mark tasks complete. Tasks can be assigned to an opportunity based on the opportunity’s sales stage, or they can be manually assigned and associated with an opportunity by another staff member. The Tasks tab displays a number in parentheses to show how many tasks are associated with the opportunity. Refer to Add or edit a task for an opportunity.

  • Quotes tab—Contains all quotes associated with the opportunity. From this tab you can open, create, copy, delete, print, and send quotes to prospective and current customers. (An opportunity can contain multiple quotes, but all of the quotes are directly associated with the opportunity you are currently editing.) The Quotes tab displays a number in parentheses to show how many quotes are associated with the opportunity. Refer to Add a quote to an opportunity.

  • Attachments tab—Lists all files attached to the opportunity. For instance, if a customer forwards you a document that is associated with the opportunity, the Attachments tab provides a convenient location where you can store the document for retrieval. You can add, open, download, delete, and view the properties of file attachments from this tab.

  • Audit Log tab—Contains a permanent list of all actions associated with an opportunity, including the date of the action, who performed the action, what the action was, and a description of the action. This information is valuable for tracking interactions with customers, especially if more than one staff member works on the same opportunity.

Working with opportunities

Opportunities are the building blocks of your sales operation for collecting general sales information.

When staff members in your marketing, service, or sales department discover a potential buyer for your organization’s products or services, they can generate a lead (a prequalified opportunity) and assign it to you. Most of the time, you work with these existing opportunities that have been created by someone else. For this reason, we have identified procedures for working with existing opportunities rather than adding new opportunities.

At other times, however, you can add opportunities to the knowledge base. For instance, when an existing customer contacts you by phone, fax, or email, you may want to add an opportunity to create a record of the customer’s inquiry. Refer to Add an opportunity.

Regardless of how opportunities are assigned to you or where they originate, there are benefits from understanding what certain field properties mean and how they can impact opportunities during the sales cycle. This knowledge can help you effectively move your opportunities toward a sale.

Opportunity statuses

Opportunity statuses represent the current state of your opportunities.

The seven default opportunity statuses are Lead, Reject, Active, Inactive, Closed, Dead, and Lost. Your administrator can also define additional opportunity statuses to show a more complete representation of the opportunities in your knowledge base. The following table describes the default opportunity statuses in Opportunity Tracking.

Table Default Opportunity Statuses

Opportunity Status Description
Lead A lead is a prequalified opportunity that has not been accepted.
Reject A rejected lead is a prequalified opportunity that has been rejected.
Active An opportunity with the Active status is no longer a lead and is advancing in the system toward a sale.
Closed An opportunity with the Closed status resulted in a sale.
Lost An opportunity with the Lost status has been lost, for example, to a competitor.
Inactive An opportunity with the Inactive status is no longer being pursued but could be activated at a later date.
Dead An opportunity with the Dead status is no longer being pursued.

Accepting and rejecting leads

Leads are opportunities that are prequalified by your marketing, service, or sales department and are assigned the Lead status.

Since leads are prequalified versions of opportunities, they appear as opportunities on the content pane. You are assigned leads based on your organization’s processes, but you can also manually create leads and assign them to yourself.

Note: A lead assigned to a status that is not Lead or Reject is considered to be an opportunity.

Many of the opportunity fields for leads are populated. For instance, when you receive a lead, it already has an organization or contact association and a description of the product or service the organization or contact is interested in purchasing.

Accept a lead

Many of the opportunity fields for leads are populated. For instance, when you receive a lead, it already has an organization or contact association and a description of the product or service the organization or contact is interested in purchasing.

Procedure
  1. From an open opportunity, click Status.

  2. Select the Active status to convert the lead into an active opportunity.

  3. Click Save.

To represent the movement of leads to opportunities and vice versa, all actions are recorded to the audit log and display on the Audit Log tab.
Reject a lead

You can reject a lead from an open opportunity.

Procedure
  1. From an open opportunity, click Reject. The Reject Lead window opens.

    If your profile does not allow you to reject leads, the Reject button is not active.

  2. Click the Rejection Reason drop-down menu and select a rejection reason.

  3. To provide additional information, type a comment in the Comments field.

  4. Click OK to close the Reject Lead window.

  5. Click Save to reject the lead and save and the opportunity. Because rejected leads are associated with the Reject status, you must filter on the Reject status when searching for leads that have been rejected. You can convert a rejected lead into an active opportunity by changing its status to Active.

Strategies

Sales strategies are plans defined by your organization that include associated stages and tasks that should be completed as you work your opportunities.

Your organization may have multiple sales strategies based on your business processes. Strategies ensure that best practices, policies, and procedures are followed during the sales cycle.

When you select a strategy while editing an opportunity, the Stage field populates with the first stage of the strategy. Any tasks associated with the strategy (including those associated with other stages) populate the Tasks tab.

Note: If you change a sales strategy for an opportunity, all tasks associated with the previous strategy are deleted from the Tasks tab, and all tasks associated with the new strategy populate the Tasks tab.

Forecast an opportunity

A forecast is a projection of sales revenue for an opportunity that may close in a given sales period.

Each opportunity contains fields for a manager forecast and a sales representative forecast. A manager forecast is a projection of sales revenue for an opportunity from a manager’s point of view, whereas a sales representative forecast is a projection of sales revenue for an opportunity from a sales representative’s point of view. Sales forecasts play an important role in helping management determine realistic sales projections for a sales period.
Procedure
  1. Do one of the following:

    • If you are a manager, click the Manager Forecast field.
    • If you are a sales representative, click the Rep Forecast field.

  2. Type the revenue amount that you forecast to be generated by the sale in the field.

  3. Click Save. When a quote is associated with the opportunity and the Forecast check box is selected for the quote, the Rep Forecast field automatically reflects the amount specified in the quote. Refer to Add a quote to an opportunity.

Edit key opportunity fields

Once you understand the role of statuses, strategies, and forecasts, you can complete the opportunity fields to update your opportunities.

Required fields are labeled with an asterisk next to them. Remember that you can’t save an opportunity without completing all of the required fields.
Procedure
  1. From an open opportunity, enter the following field information:

    This table lists descriptions for the key opportunity fields.

    Table Opportunity Fields

    Field Description
    Flag Click this button to add or change the priority notifications for the opportunity. Refer to Common Functionality.
    *Opportunity Name Type the name of the opportunity in this field.
    *Status Click this drop-down menu and make a selection to change the opportunity’s status. Refer to Opportunity statuses.
    Strategy Click this drop-down menu and make a selection to change the opportunity’s strategy. Refer to Strategies.
    *Stage Click this drop-down menu and make a selection to change the opportunity’s stage. Refer to Strategies.

    The options in this field depend on the strategy assigned to the opportunity.

    Rep Forecast Type a new value to change your monetary forecast for the opportunity. Refer to Forecast an opportunity.

    The Rep Forecast field is associated with the Exchange Rates calendar. After you select a date within a specific exchange period, the calendar defaults to the start date of the specific exchange period after you close the calendar. The type of currency that appears in the Rep Forecast field depends on the default currency defined in your staff account. However, you can change the default from the Personal Settings option on the Oracle Service Cloud Options window. See Getting Started for Users.

    *Rep Commit Click this drop-down menu and select Yes to commit to closing the opportunity in the defined sales period.

    This drop-down menu is not active until a value is entered in the Rep Forecast field.

    Summary Type a summary about the opportunity.
    Contact Click this button to add a primary contact to the opportunity. If a primary contact is not associated with an opportunity, an organization must be associated. Although many contacts can be associated with an opportunity, only one of them can be designated as the primary contact. Refer to Contacts.
    Caution: If you use the Search button on the Contact field to add a contact to the opportunity when a primary contact for the opportunity already exists, the existing primary contact is removed from the opportunity and replaced with the new primary contact.
    Organization Click this field to add an organization to the opportunity. If an organization is not associated with an opportunity, a primary contact must be associated. Refer to Organizations.

    Only one organization can be associated with an opportunity.

    Assigned Click this drop-down menu to re-assign the opportunity to another sales representative. The list of staff members that displays in the drop-down menu is the same list that displays in the Salesperson field of the contact record. Refer to Add or edit contact information.

    Also be aware that because of the account hierarchy in Opportunity Tracking, if a manager account is disabled, that manager’s name continues to display as read-only in the Assigned drop-down menu of the opportunity workspace. This allows staff members who reported to that manager to display underneath the former manager until another manager is designated. Refer to Staff Management.

    Tip: Use the Find field at the bottom of the Assigned drop-down menu to quickly locate staff members. Wildcards are supported when searching staff members. You can search strings that include a space by typing %+Space+character, which is helpful when searching last names. For example, typing %+Space+b returns all last names starting with the letter b. There is also an implied wildcard when searching, so typing b in the Find field returns all items containing the letter b.
    Territory Click this drop-down menu to re-assign the opportunity to another territory.
    Manager Forecast Type a new value to change the manager forecast for the opportunity. Refer to Forecast an opportunity.

    The Manager Forecast field is associated with the Exchange Rates calendar. After you select a date within a specific exchange period, the calendar defaults to the start date of the specific exchange period after you close the calendar. The type of currency that appears in the Manager Forecast field depends on the default currency defined in your staff account. However, you can change the default from the Personal Settings option on the Oracle Service Cloud Options window. See Getting Started for Users.

    *Manager Commit Click this drop-down menu and select Yes to commit to closing the opportunity in the defined sales period.

    This drop-down menu won’t be active until a value is entered in the Manager Forecast field.

  2. Click Save.

Edit Details tab information

Fields on the Details tab are used to collect additional completion and win/loss information for your opportunities and are useful for reporting purposes.

Procedure
  1. From an open opportunity, enter the following field information:

    This table lists descriptions for the fields available on the Details tab.

    Table Details Tab

    Field Description
    Completion Data This section contains fields for selecting forecast close information and completion dates for the opportunity.
    Forecast Close To change the date the opportunity is forecasted to close, type a date or click the calendar and select a new date from the calendar.
    Date Closed To change the date an opportunity closes, type a date or click the calendar and select a new date from the calendar.
    Closed Value To change the closed value for the opportunity, type a new value in this field.

    The Closed Value field is associated with the Exchange Rates calendar. After you select a date within a specific exchange period, the calendar defaults to the start date of the specific exchange period after you close the calendar. The type of currency that appears in the Closed Value field depends on the default currency defined in your staff account. However, you can change the default from the Personal Settings option on the Oracle Service Cloud Options window. See Getting Started for Users.

    Win/Loss Data This section contains fields for selecting win/loss reasons for the opportunity.
    Win/Loss Reason To change the reason an opportunity was won or lost, click this drop-down menu and make a selection.
    Win/Loss Description This field lets you provide additional information about why an opportunity was won or lost. If you need to change it (for example, to make the description more specific), type your changes in this field.
    Lost To change the date that an opportunity was lost, type a date or click the calendar and select a new date from the calendar.
    Opportunity Competitors Click this drop-down menu and select the competitors that were also pursuing the opportunity.
    Note: A check box and an option appear next to each competitor in the drop-down menu. You can select multiple check boxes to show that multiple competitors are involved, but you can select only one option to designate the primary competitor.
    Other Data This section contains fields for entering miscellaneous data about the opportunity.
    Date of Initial Contact To change the date that initial contact was made with the customer, type a date or click the calendar and select a new date from the calendar.
    Source This field displays the source of the opportunity’s creation in Oracle Service Cloud.

    This is a read-only field.

    Recall To change the reminder date that you should contact the customer, type a date or click the calendar and select a new date from the calendar.

  2. Click Save.

Contacts tab toolbar

The following table describes the Contacts tab toolbar buttons.

Table Contacts Tab Toolbar

Button Description
Add Click this button and select one of the following options to add a new or existing contact to the opportunity.
Add New Select this option to display the New Contact window. After creating and saving the new contact, the contact is added to the contact list for the opportunity.
Add Existing Select this option to display the Contact Search window. After finding and selecting the existing contact, the contact is added to the contact list for the opportunity.

Your administrator can add a secondary report to the Contact Search window. This feature is especially useful for displaying all contacts associated with an organization when you add a contact to an organization’s opportunities.

Open Click this button to open the selected contact.
Print Click this button to print the selected contact.
Copy Click this button to copy the selected contact.
Delete Click this button to permanently delete the selected contact.
Remove Click this button to remove the selected contact from the opportunity (without deleting the contact).

This does not delete the contact from the knowledge base. It just disassociates the contact from the opportunity.

Email Click this button to send an email to the selected contact.
Set Contact Role Click this button to open the Set Contact Role window. To add a contact role, do the following:

Click the Contact Role drop-down menu and select the role the contact has in this opportunity.

Click OK to close the Set Contact Role window. The contact role displays in the Contact Role column on the contact list.

Because contact roles are specific to Opportunity Tracking, you can add or edit a contact role only while adding or editing an opportunity.

Options Click this drop-down menu to choose report options.

Add or edit contact information

The Contacts tab on the opportunities workspace contains a toolbar for working with the contacts associated with the opportunity.

When an opportunity is assigned to you in the form of a lead, the contact information is often present. Sometimes, however, only an organization is associated with the opportunity, so you must add contact information.

Procedure
  1. From an open opportunity, click the Contacts tab.

  2. Do one of the following:

    • Click Add > Add New on the toolbar. The New Contact window opens.
    • To edit a contact for the opportunity, right-click the contact and select Open. A window containing the contact’s information opens. (The contact edit window contains the same fields as the New Contact window.)

  3. Enter following field information:

    This table lists descriptions for the fields available on the New Contact window.

    Table New Contact Window

    Field Description
    Flag Click this button to add or change the priority notifications for the opportunity.
    *First Name Type the contact’s first name.
    *Last Name Type the contact’s last name.
    Email Type the contact’s primary email address.

    If the contact has multiple email addresses, click the drop-down menu and select Email Alt1 or Email Alt2 and add the contact’s alternative email addresses.

    Office Phone Type the contact’s office phone number.

    If the contact has multiple phone numbers, click the drop-down menu and select Mobile Phone, Fax Phone, Assistant Phone, or Home Phone and add the contact’s other phone numbers.

    Address Click Edit to open a window for entering the contact’s address. Type information in the Street, City, and Postal Code fields, and make selections from the Country and State/Prov. fields drop-down menus. When you select the country, the associated states or provinces appear in the States/Prov. menu. Close the window to display the address you entered.
    Contact Type Click this drop-down menu to select the type of contact you are working with.
    *State Click this drop-down menu and select one or more of the following check boxes: Service, Outreach, or Opportunities.
    Organization Click the Search icon to open the Organization Search window and search for an organization to associate with the contact.
    Salesperson Click this drop-down menu and select the salesperson who is associated with the contact.

    This field defaults to the staff member who created the contact record.

    Title Type the contact’s job title in this field.
    Login Type a login for the customer to use when logging in to the customer portal. If the customer created an account on the customer portal, this field displays the login selected by the customer.

    This field applies only to Oracle Service Cloud.

    SLA Click this field to add an SLA instance.
    Global Opt-in Click this drop-down menu and select Yes if the contact wants to receive Oracle Service Cloud mailings and surveys. Select No if the contact does not want to receive Oracle Service Cloud mailings and surveys.

  4. Click OK to add the new contact record and associate it with the opportunity.

Add or edit a note for an opportunity

From the Notes tab, you can add opportunity-related details to an opportunity. You can also choose the origin of the note you’re adding (phone, fax, post, web form, or email) to accurately document the origin of the note information. And you can edit notes once you add them.

Notes are internal and are never sent to customers.

By default, the Notes tab opens with only opportunity notes displayed. If there’s a contact or organization associated with the opportunity, and the Notes tab of the contact or organization record has notes associated with it, those notes can also be displayed.

Procedure
  1. From an open opportunity, click the Notes tab.

  2. Do one of the following:

    • To add a note, click Add.
    • To edit a note, click Edit next to the note header bar.

  3. Click the Opportunity Note drop-down menu and select one of the following channels where the opportunity note information originated:

    • No Channel—The note information originated as something other than a phone call, fax, postal mail, web form, or email.
    • Phone—The note information originated as a phone call.
    • Fax—The note information originated as a fax.
    • Post—The note information originated as postal mail.
    • CSS Web—The note information originated from a web form.
    • Email—The note information originated as email.

    If Outlook integration is activated, Outlook email can be appended to opportunities, contacts, organizations, and incidents in the Email format. See Outlook Integration for complete details and procedures about integrating Microsoft Outlook with Oracle Service Cloud.

  4. Click in the text area and type the note.

  5. Click Save.

View contact and organization notes while editing an opportunity

Follow this procedure to view contact and organization notes when editing opportunities.

Note: To edit a contact or organization note, you must edit the contact or organization record.
Procedure
  1. From an open opportunity, click the Notes tab.

  2. Click the View drop-down menu and select from the following options.

    1. To view all associated opportunity notes, select Opportunity Notes.

    2. To view all associated contact notes, select Contact Notes. A contact must be associated with the opportunity for contact notes to display.

    3. To view all associated organization notes, select Organization Notes. An organization must be associated with the opportunity for organization notes to display.

Tasks tab toolbar description

The following table describes the Tasks tab toolbar buttons.

Table Tasks Tab Toolbar

Button Description
Add Click this button and select one of the following options to add a new or existing task.
> Add New Select this option to add a new task to associate with the opportunity.
> Add Existing Select this option to search for an existing task to associate with the opportunity.
Open Click this button to open the task for viewing or editing.
Print Click this button to print the task.
Copy Click this button to copy the task.
Delete Click this button to permanently delete the task.
Remove Click this button to remove the selected task from the opportunity (without deleting the task).
Complete Click this button to complete the task.
Forward Click this button to forward the task to the selected recipient.
Options Click this drop-down menu to choose report options.

Add or edit a task for an opportunity

Most tasks are added automatically to the Tasks tab when a sales strategy is selected for the opportunity although you can also manually add tasks.

You can view all tasks associated with an opportunity by clicking the opportunity’s Task tab. The Tasks tab contains a toolbar for working with the tasks associated with the opportunity. See Tasks tab toolbar description.

Procedure
  1. From an open opportunity, click the Tasks tab.

  2. Do one of the following:

    • Click Add > Add New. The New Task window opens.
    • Right-click a task on the Tasks tab and select Open.
    The New Task window opens with your name displaying in the Assigned field and the opportunity name displaying in the Opportunity field. The Task type field displays Opportunities because the task was created while editing an opportunity.

  3. Enter the following field information:

    This table lists descriptions for the fields available on the Tasks window.

    Table Task Window

    Field Description
    *Name Type the name of the task.
    Assigned Click this drop-down menu and select a staff account.
    Tip: To quickly find and select a name in the list of staff members that displays in the drop-down menu, type the letters of the staff member’s name in rapid succession until the name is highlighted, then press Enter.
    *Status Click this drop-down menu and select a status (Not Started, In Progress, Completed, Waiting, or Deferred).
    Percent Complete Type a value for the percentage of the task that is complete.
    Priority Click this drop-down menu and select a priority (Low, Normal, or High).
    Due Date Click this calendar menu and select a due date.
    Planned Completion Click this calendar menu and select a planned completion date.
    Date Completed Click this calendar menu and select the task’s actual completion date.
    Task Type This field contains Opportunities and is not active since the task type is determined by the type of record you add the task from.

    If you were adding a standalone task, the field would be empty, and if you were adding a task from any other type of record, the field would contain that record type.

    Notes Type any notes about the task in this field. You may need to scroll down to see this field.
    *Opportunity Click the Search icon to open the Opportunity Search window, where you can associate an opportunity with the task.
    Organization Click the Search icon to open the Organization Search window, where you can associate an organization with the task.
    Contact Click the Search icon to open the Contact Search window, where you can associate a contact with the task.
    Incident Click the Search button to open the Incident Search window, where you can associate an incident with the task.
    Answer Click the Search icon to open the Answer Search window, where you can associate an answer with the task.
    Campaign Click the Search icon to open the Campaign Search window, where you can associate a campaign with the task.
    Mailing Click the Search button to open the Mailing Search window, where you can associate a mailing with the task.
    Survey Click the Survey icon to open the Survey Search window, where you can associate a survey with the task.
    Document Click the Search icon to open the Document Search window, where you can associate a document with the task.

  4. After completing the required fields, click OK to associate the task with the opportunity.

Delete an opportunity

If your profile gives you permission to delete opportunities, the Delete button is available on the ribbon. When you delete an opportunity, you permanently remove it from the knowledge base.

Caution: Deleting an opportunity is permanent and cannot be undone.
Procedure
  1. From an open opportunity, click Delete. A message asks you to confirm the deletion.

  2. Click Yes to delete the opportunity.

Add an opportunity

This procedure shows you how to add an opportunity.

While most of your opportunities are assigned to you, undoubtedly there are times when you need to add an opportunity to create a record of a customer’s inquiry. When adding an opportunity, all required fields must be filled in before you can save it, including any required fields configured by your administrator. The remaining fields on all tabs can be filled in at a later time.

Procedure

  1. Click File > Opportunity.

  2. Complete opportunity fields as described in Edit key opportunity fields.

  3. To add detailed information to the opportunity, click the Details tab and complete the information as described in Edit Details tab information.

  4. To add or edit contact information for the opportunity, click the Contacts tab and complete the information as described in Add or edit contact information.

  5. To add or edit note information for the opportunity, click the Notes tab and complete the information as described in note.

  6. To add or edit task information for the opportunity, click the Tasks tab and complete the information as described in Add or edit a task for an opportunity.

  7. To add quote information to the opportunity, click the Quotes tab and complete the information as described in Add a quote to an opportunity.

  8. To attach one or more files to the opportunity, click the Attachments tab and complete the information. Refer to Common Functionality.

  9. To view the audit log for the opportunity, click the Audit Log tab. Refer to Common Functionality.

  10. Click Save.

Close an opportunity

Your ultimate goal with an opportunity is to close it, since an opportunity with a Closed status signifies an opportunity that has resulted in a sale.

Procedure

  1. From the opportunity, click the Quotes tab.

  2. If a quote is associated with the opportunity, select the quote that resulted in a sale. If a quote is not associated with the opportunity, skip to step 4.

  3. Select the Forecast check box under the Forecast column. The Rep Forecast field automatically updates to the value of the quote that was selected.

  4. Click the Status drop-down menu and select Closed.

  5. Click the Stage drop-down menu and select the appropriate stage.

  6. If necessary, edit the Rep Forecast field so that it displays the correct value.

  7. Click the Rep Commit field and select Yes.

  8. Click the Tasks tab and make sure the appropriate tasks are completed.

  9. Click the Details tab and complete the appropriate fields under Completion Data, Win/Loss Data, and Other Data. Refer to Edit Details tab information.

  10. Click Save.

    Note: Upon changing the status from Active to Closed and saving the opportunity, the Date Closed field on the Details tab populates with the current date. The opportunity no longer appears in most of your reports unless you filter on the Closed status type when searching.

Other opportunity actions

Besides editing and adding opportunities, you may have other opportunity management duties as well. You might, for example, want to forward opportunities to others within or outside your organization, copy an opportunity, or make the same change to multiple opportunities.

  • Forwarding opportunities—You can send a copy of an opportunity to other recipients. For instance, your manager may want to see all opportunities related to a particular inquiry, or you might want another sales representative to review your opportunity data before sending a quote to a customer.

  • Copying opportunities—There may be times when you need to create an opportunity that is similar to an existing one. Rather than entering all field information from scratch, just copy the existing opportunity and use it as a base for the new one.

  • Updating multiple opportunities—You can update, forward, and delete multiple opportunities at one time rather than performing the same action on each opportunity individually. This saves time when you have several opportunities that apply to the same sales product or service.

Sales Process

Adding and editing strategies

A strategy is a series of stages that an opportunity moves through in the sales pipeline on its way to becoming a final sale. Each stage of a strategy includes tasks that must be completed before the opportunity can move to the next stage.

You probably want different strategies for different kinds of opportunities. For example, you might have one strategy to sell a high volume of products to government organizations and a different one to sell single products to individual consumers.

When staff members select a strategy for an opportunity they are working on, the first stage of that strategy automatically populates the Stage field. All tasks associated with the strategy (including those associated with other stages) are also added to the opportunity.

Add or edit a strategy

Add a strategy for each kind of opportunity your staff members will work on.

Procedure
  1. Click Configuration on the navigation pane.

  2. Click Opportunity Tracking, and then double-click Strategies. The Strategies tree displays on the content pane.

  3. Do one of the following:

    • To add a strategy, click New. The editor displays on the content pane.
    • To edit a strategy, click it in the tree.

  4. Enter the following field information:

    This table lists descriptions for the fields available on the Strategies editor.

    Table Strategies Editor

    Field Description
    *Strategy Name Type the name of the strategy. The item name in the Strategies tree on the left side of the content pane and the Label field in the Interface Visibility section are populated or revised as you type.
    Disabled Select this check box to prevent sales representatives from selecting or viewing the sales strategy.
    Notes Type any comments about the sales strategy.
    Visible Clear this check box if you do not want the strategy to be visible on the interface.

  5. Because you cannot save the strategy without adding at least one stage to it, click the arrow on the New button and select Add a New Stage to the Selected Strategy. The Stage Details editor displays on the content pane.

  6. Enter the following field information:

    This table lists descriptions for the fields available on the Stage Details editor.

    Table Stage Details Editor

    Field Description
    *Stage Name Type the name of the stage. The stage details item name in the Strategies tree on the left side of the content pane and the Label field in the Interface Visibility section are populated or revised as you type.
    Forecast Percent To enable this field, select the Forecast Enabled check box.

    The forecast percentage is an estimate of how far an opportunity has progressed in the sales strategy when it is at this stage. For example, you might be only 5% confident that an opportunity will close when it is in an Initial Contact stage, but 100% confident at a Sale Complete stage. Type a value in the field.

    Forecast Enabled Select this check box to enable forecasts for the stage.
    Note: You must select this check box to activate the Forecast Percent field.
    Status Type Select a status type from this drop-down menu to associate with the stage. Refer to Adding and editing opportunity statuses.
    Notes Type any comments about the stage.

  7. To add another stage to the strategy, repeat the previous steps.

  8. Click Save.

Add or edit a stage task

Just as strategies contain stages, each stage can contain multiple tasks that are required to complete each stage. After you have added a stage to a strategy, you can then add tasks to the stage.

When staff members select strategies and stages for an opportunity, the opportunity’s Tasks tab lists the tasks associated with the selected stage.
Procedure
  1. Click Configuration.

  2. Click Opportunity Tracking, and then double-click Strategies. The Strategies tree displays on the content pane.

  3. Locate the strategy you want and click the arrow to the left of the strategy to expand it, displaying the stages associated with the strategy.

  4. Click the stage where you want to add or edit tasks. The Stage Details editor displays on the content pane.

  5. Do one of the following:

    • To add a task, click the arrow on the New button and select Add a New Task to the Selected Stage. The Task Details editor displays on the content pane.
    • To edit a task, click the arrow to the left of the stage to display the tasks associated with it, and click the task you want to edit.

  6. Enter the following field information:

    This table lists descriptions for the fields available on the Tasks Details editor.

    Table Task Details Editor

    Field Description
    *Task Name Type the name of the task. The task details item name in the Strategies tree and the Label field in the Interface Visibility section are populated or revised as you type.
    Owner Click the Search icon next to the field to display staff accounts grouped by manager. Select the task owner from the list and click OK to close the window and populate the field.
    Task Interval Enter the amount of time estimated to complete the task. Select days, hours, or minutes from the drop-down menu and then type a value in the field.

    This value is used to calculate the task due date. When a strategy is selected for an opportunity, the associated tasks are added to the opportunity, and due dates are calculated by adding the task interval to the current date and time.

    Notes Type any comments about the task.
    Description Type a description of the task.

  7. To add another task to the stage, repeat the previous steps.

  8. Click Save.

    Note: When you delete a strategy, the strategy is removed from the Strategy field of all associated opportunities and replaced with No Value. However, tasks that were associated with the strategy (and therefore with opportunities that had the strategy assigned to them) remain associated with the opportunities.

Add or edit a sales period

A sales quota is defined as a specific number of dollars in sales that staff must produce over a specific time frame, or sales period.

Opportunity Tracking lets you define sales periods on an annual, semi-annual, quarterly, monthly, or weekly basis. You can define each period’s start and end dates, the total revenue goal, head count, goal for the number of closed opportunities, and quotas for each sales representative. When you define quotas for each salesperson, you can review that information in reports throughout the sales period.

Procedure

  1. Click Configuration on the navigation pane.

  2. Click Opportunity Tracking, and then double-click Sales Periods. The Sales Periods tree displays on the content pane.

  3. Do one of the following:

    • To add a sales period, click New on the ribbon to display the editor.
    • To edit a sales period, click it in the tree.

  4. Enter the following field information:

    This table lists descriptions for the fields available on the Sales Periods editor.

    Table Sales Periods Editor

    Field Description
    *Sales Period Name Type the name of the sales period.
    *Type Click this drop-down menu to select a sales period type. Your options include Annual, Monthly, Quarterly, Semi-Annual, and Weekly.
    *Start Date Click the calendar and select the start date of the sales period. The default is today’s date.
    *End Date Click the calendar and select the end date of the sales period. The default is tomorrow’s date.
    Revenue Goal Type the revenue goal for the sales period and, if necessary, select a different currency from the drop-down menu. This is the target level of revenue for the sales period displayed in the selected currency, regardless of the local currency of the transactions.
    Headcount Type the number of assigned staff persons for the sales period.
    Closed Opportunities Goal Type the goal number of closed opportunities for the sales period. This is the number of opportunities targeted to close during the sales period expressed as a positive whole number.
    Notes Type any comments about the sales period.
    Quotas Add sales quotas for each sales representative during the sales period. Refer to Add or edit a sales quota to sales periods.
    Filter Select Account, Amount, or Currency from the drop-down menu to filter the staff accounts that display in the Quotas section. Refer to Add or edit a sales quota to sales periods.

  5. Click Save.

    Note: Deleting a sales period deletes all quotas associated with it.

Add or edit a sales quota to sales periods

When you define a sales period, you can also add a sales quota for each staff member. When you add sales quotas, managers can generate reports to track productivity for individual sales representatives or the entire sales team.

Note: Sales managers must have Edit Sales Period permission in their profile to edit sales quotas. Refer to Opportunity Tracking permissions.
Procedure
  1. Click Configuration on the navigation pane.

  2. Click Opportunity Tracking, and then double-click Sales Periods. The Sales Periods tree displays on the content pane.

  3. Click the sales period where you want to add or edit sales quotas. The Quotas section of the editor displays all staff accounts with profiles that have the Appear in Menus permission selected on the Opportunity Tracking tab.

  4. Click the Amount field for the account whose quota you want to add or edit, and type the value in the field. If necessary, select a different currency from the drop-down menu.

  5. Repeat the previous step for each sales quota you want to add or edit.

  6. Click Save on the ribbon.

Add or edit a territory or sub-territory

Opportunity Tracking uses territories and sub-territories to define sales regions based on geography. Staff members can be assigned to a territory or sub-territory for reporting purposes.

Procedure

  1. Click Configuration on the navigation pane.

  2. Click Opportunity Tracking, and then double-click Territories. The Territories tree displays on the content pane.

  3. Do one of the following:

    • To add a territory, click New.
    • To edit a territory, click it in the tree.
    To add multiple parent territories in the same session, you must first press Ctrl and click the highlighted territory in the tree before clicking New.

  4. Enter the following field information:

    This table lists descriptions for the fields available on the Territories editor.

    Table Territories Editor

    Field Description
    *Territory Name Type the name of the territory. The item name in the Territories tree and the Label field in the Interface Visibility section are populated or revised as you type.
    Disabled Select this check box to prevent sales representatives from selecting or viewing the territory when adding an opportunity.
    Associated Accounts This read-only field lists the staff members assigned to the territory in their staff account.

    This field is blank if you are adding a territory.

    Notes Type any comments about the territory.
    Visible Clear this check box if you do not want the territory to be visible on the interface.
    Note: If you clear a territory’s visibility, you cannot move a visible territory to be subordinate to one that does not have visibility on the interface.

  5. Do one of the following:

    • To add a sub-territory to a territory, click the territory in the Territories tree, click New on the ribbon, and complete the fields.
    • To edit a sub-territory, click it in the tree and edit the fields.

  6. Click Save on the ribbon.

Quote Templates

Adding and editing quote templates

When you add or edit a quote template, you use Microsoft Word to format the document.

In addition to using standard Word functions, you can insert merge fields into the quote template. The merge fields serve as variables for opportunity data. When a sales representative merges the opportunity data into the quote template, the appropriate fields are completed automatically.

For example, an organization name merge field on the quote template populates the field on the quote. This simplifies the data entry required to generate the quote and ensures accuracy and consistency.

Note: Before sales representatives can generate quotes using quote templates, you must add price schedules and sales products to Oracle Service Cloud. Refer to Customizable Menus.

Add or edit a quote template

When you add or edit a quote template, you use Microsoft Word to format the document using the following procedure.

Procedure
  1. Click Configuration on the navigation pane.

  2. Click Opportunity Tracking, and then double-click Quote Templates. The Quote Templates tree displays on the content pane.

  3. Do one of the following:

    • To add a quote template, click New on the ribbon to display the editor.
    • To edit a quote template, click it in the tree.

  4. Enter the following field information:

    This table lists descriptions for the fields available on the Quote Templates editor.

    Table Quote Templates Editor

    Field Description
    *Name Type the name of the quote template. The item name in the Quotes Templates tree and the Label field in the Interface Visibility section are populated or revised as you type.

    Use a descriptive name that helps sales representatives select the appropriate quote template for generating a quote.

    Disabled Select this check box to prevent sales representatives from selecting or viewing the quote template.
    Notes Type any comments about the quote template.
    Visible Clear this check box if you do not want the quote template to be visible on this interface.

  5. Click Word Editor on the ribbon. An instance of Microsoft Word opens in the Quote Templates editor with an Add-Ins tab for merge fields.

  6. Click the Add-Ins tab to display the Quote Template ribbon.

    Note: Because the Add-Ins tab does not exist in Word 2003, the Quote Template toolbar is a standard toolbar instead of a ribbon.

  7. Format the Word document based on your organizational policies and standards. If you have an existing Microsoft Word template, you can copy and paste it into the Word document.

  8. To insert a merge field, place your cursor in the quote template document where you want to insert the field.

  9. Click one of the drop-down menus in the Custom Toolbars section on the Quote Template ribbon and select a merge field to add to the quote template. For a complete list of merge fields and their associated descriptions, click Database, and then double-click Data Dictionary.

    The following table describes the drop-down menus on the Quote Template ribbon.

    Table Quote Template Ribbon

    Drop-Down Menu Description
    Single Items Click this drop-down menu to select merge fields that have a one-to-one relationship with opportunities. For example, because an opportunity can be associated with only one organization, organization fields are listed in the Single Items drop-down menu.
    Group Items Click this drop-down menu to select merge fields that have a many-to-one relationship with opportunities. For example, because a quote can be associated with many sales products, sales product fields are listed in the Group Items drop-down menu.

    You must create a table with column headers before using merge fields from the Group Items drop-down menu. After the table is created with column headers, a merge field from the Group Items drop-down menu must be inserted into a single cell in the table. Word automatically adds rows to the table based on how many values are in the group. The font of the column headers determines the font of the merge fields in the table.

    Indexed Items Click this drop-down menu to select merge fields that have a many-to-one relationship with opportunities and are indexed in the database. For example, because an opportunity can be associated with many contacts, contact fields are listed in the Indexed Items drop-down menu.

    You must replace the “N” with a numeric value. While using a field from the Group Items drop-down menu returns all of the contacts associated with an opportunity, using a field from the Indexed Items drop-down menu returns only the contact you specify according to “N” (the number one is always associated with the primary field in a database table). For example, to return the email address of the primary contact who is associated with an opportunity, contacts.email1 should be added to the quote template.

  10. Repeat the previous step until you have added all merge fields to the quote template.

    Caution: If you close the instance of Microsoft Word by clicking X inside the Quote Template editor, the Oracle Service Cloud application closes and any unsaved changes are lost. To save your quote template without closing the application, you must click the Save and Close button on the ribbon.

  11. Click Save.

Quotes

Preparing quotes

Describes what you must add to a quote before you can send a quote to a customer.

Before you can send a quote to a customer, you must add the quote to the opportunity, add sales products to the quote, and merge the opportunity and quote information into a quote template. Only then can you send the quote.

Note: A quote must always be associated with an opportunity. In order to create or edit a quote, you must first open the opportunity that is associated with the quote.

Quotes toolbar

The Quotes tab on an opportunity workspace contains a toolbar for working with quotes for the opportunity.

The following table describes the default buttons on the Quotes toolbar.

Table Quotes Toolbar

Button Description
Add New Click this button to add a quote to the opportunity. Refer to Add a quote to an opportunity.
Open Click this button to open the selected quote. Refer to Edit a quote.
Print Click this button to print the selected quote. Refer to Print a quote.
Copy Click this button to copy the selected quote. Refer to Copy a quote.
Delete Click this button to delete the selected quote. Refer to Delete a quote.
Send Click this button to send the selected quote to the customer. Refer to Send a quote to a customer.
Options Click this drop-down menu to choose report options.

Add a quote to an opportunity

Adding a quote to an opportunity is the first step in preparing a quote.

After you add a quote to an opportunity, you complete the quote fields, add sales products to the quote, and merge the quote data into a quote template.

Procedure

  1. While adding or editing an opportunity, click the Quotes tab.

  2. Click Add New. The New Quote window opens.

  3. Enter the following field information:

    Table New Quote Window

    Field Description
    *Name Type the name of the quote in this field.
    Status Click this drop-down menu to select the status of the quote. Default statuses are Unsent, Sent, Queued, Accepted, and Returned.
    Unsent Select this status for quotes that have been created but not yet sent. This is the default status for new quotes.
    Sent This status is automatically selected when a quote is sent to a customer.

    Once a quote is sent to a customer, you cannot edit the quote again unless your profile gives you permission.

    Queued Select this status if the quote is waiting to be reviewed.
    Accepted Select this status if the quote has been sent and the customer has accepted it.
    Returned Select this status if the quote has been returned because it needs to be renegotiated or because it was rejected by the customer.
    Schedule Click this drop-down menu to select a price schedule to associate with the quote. (Your administrator has added different price schedules based on your organization’s needs.)
    Product list When you select a price schedule, all sales products that are associated with the schedule appear in the product list below the Schedule field. If the products are organized in folders, click the plus sign next to a folder to expand it and show the products within that folder. You can then double-click or drag and drop products to add them to the quote.
    Sales product grid After you select a schedule and add one or more sales products from the product list, the sales product grid displays details about the added sales products. Refer to Adding sales products to quotes.
    Note: Working with sales products in the grid modifies the products only for the quote you are editing and does not change the sales product in the product catalog. If, for example, you discount the product in the sales product grid for a particular quote, the original price is unchanged in the product catalog.
    Adjusted Name This column displays the product’s name.
    Original Price This column displays the product’s price as it is defined in the product catalog for the price schedule you selected.
    Adjusted Price This column displays the adjusted price of the product, which you can edit by selecting a product in the sales product grid and opening it.
    Quantity This column displays the quantity of the product included in the quote.
    Discount This column displays the discount percentage applied to the sales product.
    Total This column displays the total adjusted price for the sales product, taking into account the quantity selected and the discount applied to that specific product.
    Action After a sales product has been added to the list, choose one of the following actions:

    Open—Opens the quote product editor and where you can make changes to the product.

    Delete—Deletes the sales product from the quote.

    Quote Total This read-only field displays the sum of product totals for all the products in the quote. It includes the discounts applied to the specific products in the quote, but it does not include the discount for the entire quote, which you can enter in the % Discount field.
    % Discount Type the percent discount to be applied to the entire quote, or use the arrows to increase or decrease the value.
    Grand Total This field displays the total price for the quote after the quote discount has been applied.
    Offer Start Date Click this calendar to select the start date for the quote from the current month’s calendar. If necessary, use the arrows at the top of the calendar to move backward or forward by month.
    Offer End Date Click this calendar to select the end date for the quote.
    Quote Document If the quote information has not been merged into a quote template yet, Attach Quote is active. Click Attach Quote to merge the quote with a quote template. Refer to Merge opportunity and quote data into a quote template.

    After quote information has been merged into a quote template, this section displays the name of the quote as well as options to edit and delete the quote.

    Notes Type a description of the quote in this field.

  4. Click OK to close the New Quote window and add the quote to the opportunity.

  5. Click Save.

Quote product editor description

This table describes the fields on the Quote product editor.

Table Quote Product Editor

Field Description
Original ID This read-only field displays the product ID.
Original Name This read-only field displays the product name.
Original Price This read-only field displays the price assigned to the product in the price schedule you selected for the quote.
Original Description This read-only field displays the product’s description.
Adjusted ID Type a product ID in this field if you want to modify the original ID.
Adjusted Name Type a product name in this field if you want to change the product’s name in the quote.
Adjusted Price Type a price in this field if you want to change the original price of the product for this quote. The value you enter appears in the Adjusted Price column on the sales product grid.
*Quantity Type a quantity in this field if you want to change the default value of 1. Changing this field affects the value of the Total column on the sales product grid.
*Discount Type a percent discount in this field if you want to change the default value of 0. Changing this field affects the value of the Total column on the sales product grid.
Adjusted Description Type a description in this field if you want a description other than the original description.
Notes Type any notes about the product quote in this field.

Adding sales products to quotes

When you add a quote to an opportunity, you must select a price schedule in the Schedule drop-down menu on the New Quote window. Your administrator added the price schedules, and each price schedule corresponds to a specific set of sales products. When you select a price schedule, the associated products appear in a product list below the Schedule field.

You use the product list to select the products you want to add to the quote. Once they appear in the sales product grid on the right, you can adjust quantities and specific discounts for each product for this quote.

Note: Editing a product for this quote does not change its price in any other quote, nor does it change the price in the product catalog.

Add a sales product to a quote

This procedure assumes that you have already added a quote to an opportunity, but have not yet selected a price schedule or added sales products to the quote.

Procedure
  1. While editing an opportunity, click the Quotes tab.

  2. Right-click the quote you want to open and select Open. The quote editor opens.

  3. Click the Schedule drop-down menu and select a price schedule for the quote.

    Note: When you select a price schedule, all sales products associated with the price schedule populate the product list below the Schedule field. You can click the plus sign next to folders to expand them. The sales product grid is located next to the product list.

  4. Do one of the following:

    • Double-click a sales product in the product list to move the product to the sales product grid. Information about the sales product appears in the grid.
    • Drag a sales product from the product list to the sales product grid.

  5. To edit a selected sales product in the sales product grid, right-click the product and select Open. The quote product editor opens.

  6. Do the following:

    • Enter field information described in Quote product editor description.
    • Click OK to save your changes, close the quote product editor, and return to the open quote.

  7. Click OK to save your changes to the quote, close the quote, and return to the opportunity.

  8. Click Save. Now you can merge opportunity and quote data into a quote template to generate a quote you can send to the customer.

Merge opportunity and quote data into a quote template

After you have added a quote to the opportunity and then added sales products to the quote, you have defined all the information necessary to generate the quote for the customer.

You can merge the opportunity and quote data with a quote template. When you select a quote template from the available options, Opportunity Tracking generates a quote you can save and send to the customer.

Procedure

  1. While editing an opportunity, click the Quotes tab.

  2. Right-click the quote you want to merge into a quote template and select Open. The quote editor opens.

  3. Click Attach Quote. The Select Template window opens, providing a list of available quote templates that have been defined by your administrator.

  4. Select a quote template and click OK. The opportunity and quote data are merged into the quote template, and the Quote Viewer window opens with the quote displaying as a Word document.

  5. To edit the document, make changes using Microsoft Word.

    Note: You can make any changes you need to customize the quote document, but your changes do not modify the quote template.

  6. To merge the same opportunity data into a different quote template, click Merge and select a new template from the Select Template window.

  7. Type a name for the quote in the Custom Document Name field to ensure that the name of the quote is unique for the customer receiving it.

  8. Click Save to save the quote and return to the quote editor.

  9. Click OK to close the window and add your quote to the opportunity. A paper clip icon appears on the Quotes tab.

  10. If you want to forecast the quote to close within the specified sales period, select the Forecast check box in the Forecast column. After the Forecast check box is selected, the quote amount appears in the Rep Forecast field of the opportunity. Refer to Forecast an opportunity.

  11. Click Save.

After saving the opportunity, you can view the quote audit log, which contains all activities related to the quote. Refer to Quote audit log.

Send a quote to a customer

After you merge all necessary information about the opportunity into the quote template and have reviewed the quote, you are ready to send the quote to your customer.

Procedure

  1. From the Quotes tab of an opportunity, right-click the quote you want to send and select Send. The Send Quote window opens.

    Note: The Send option is not active unless all opportunity and quote data have been successfully merged into a quote template. Refer to Merge opportunity and quote data into a quote template.

  2. Enter the following field information:

    Table Send Quote Window

    Field Description
    To Type the email address of the contact or staff member you are sending the quote to, or click this button to open the Select Names window.
    Cc Type an email address in the Cc field to send the quote to, or click this button to open the Select Names window.
    Bcc Type an email address in the Bcc field to send the quote to, or click this button to open the Select Names window.
    Subject Type the subject for the quote in this field.
    Comment Type any comments in this field.
    Opportunity Files Any files that are permanently attached to the opportunity are listed in this section. Select the check box next to any file attachments you want to send with the quote.
    Temporary Files Click the Add Files button to select a file to send with the quote. This action does not permanently attach the file to the opportunity.
    Send as PDF Select this check box if you want to send the quote as a PDF attachment instead of the default Word attachment.

    If this check box does not appear, your administrator has not configured Opportunity Tracking to send quotes as PDF documents.

  3. Click Send to send the quote to the recipients you’ve added to the Send Quote window.

After a quote has been sent to a customer, the details of the quote (From, To, Cc, Bcc, Format, Attachments, Subject, and Comments) are recorded as a note to the opportunity the quote is associated with. In addition, the status of the quote is automatically set to Sent.

Managing quotes

In addition to adding and sending quotes, the toolbar on the Quotes tab lets you open a quote for editing as well as print, copy, and delete a quote. These options are also available when you right-click a quote. When a quote is open, you can view the audit log that lists all activities related to the quote.

After a quote has been sent, you cannot edit it unless your profile gives you permission to do so. However, you can make a copy of the quote, edit the copy, and then send the copied quote to a customer.

Edit a quote

You can edit a quote before sending it to the customer. Once a quote has been sent, you cannot edit it unless your profile gives you permission to do so.

Procedure
  1. While editing an opportunity, click the Quotes tab.

  2. Right-click the quote you want to edit and select Open. The quote editor opens.

    Note: You can edit only one quote at a time.

  3. Modify fields as needed. Refer to Add a quote to an opportunity for field descriptions.

  4. Click OK to save your changes to the quote.

  5. Click Save.

Copy a quote

After a quote has been sent, you cannot edit it unless your profile gives you permission to do so. However, you can make a copy of the quote, edit the copy, and then send the copied quote to a customer.

Procedure
  1. While editing an opportunity, click the Quotes tab.

  2. Right-click the quote you want to copy and select Copy. The copied quote appears in the quote list with a name of “Copy of <quote>” and its status is set to Unsent.

  3. Right-click the copied quote and select Open to edit as necessary. Add a quote to an opportunity for field descriptions.

  4. Click OK to save your changes to the copied quote.

  5. Click Save.

Delete a quote

You can delete a quote from an open opportunity.

Procedure
  1. While editing an opportunity, click the Quotes tab.

  2. Right-click the quote you want to delete and select Delete. A confirmation message opens.

  3. Click Yes to confirm the deletion.

  4. Click Save.

Print a quote

You can print a quote from the Quotes tab when you edit an opportunity.

Procedure
  1. While editing an opportunity, click the Quotes tab.

  2. Right-click the quote you want to print and select Print. The Print Dialog window opens.

  3. Click File > Print The Print window opens.

  4. Click Print.

Quote audit log

All actions related to a quote are recorded to the quote audit log, which is located next to the Attachments tab on the quote editor. Information in the audit log includes when the quote was created and updated, by whom, and the actions taken.

Note: Before you can see any recent actions in the audit log, you must save the opportunity the quote is associated with.

The following table describes the columns in the quote audit log.

Table Quote Audit Log Columns

Column Description
When This column lists the date and time of the actions.
Who This column lists the name of the sales rep who acted on the quote.
What This column lists the actions related to the quote.

Created—The first time a quote is added to the opportunity and the opportunity is saved.

Assigned—The staff member the quote is assigned to.

Edited—The quote is edited and the opportunity is saved.

Forecasted/Unforecasted—The quote Forecast check box is selected or cleared and the opportunity is saved.

Changed Status—The quote status is changed and the opportunity is saved.

Changed Price Schedule—The quote price schedule is changed and the opportunity is saved.

Quote Template Merged/Updated/Deleted—The quote document is merged, edited, re-merged, or deleted and the opportunity is saved.

Quote Sent—The quote has been sent.

Description This column displays more information about the action (for example, the editor used to save or edit the quote or the email address the quote was sent to).