10Leads

This chapter contains the following:

Leads provide a way for your sales organization to capture the potential interest in your products. After your organization qualifies the information and determines the lead is worth pursuing, you turn it into an opportunity and the sales process begins in earnest.

Use the Contact time zone field to capture the preferred time zone of a contact pursued on your lead. The contact time zone is based on the contact address and helps you know the preferred time to call or email a prospect or customer. You can also use the functional who columns to capture the record history of a lead. The columns let you accurately report on leads that are imported from other systems.

Other lead management features help to align marketing and sales objectives from lead generation to lead execution. Lead information is generated from a variety of sources and captured from:

  • A company's existing contacts

  • Sales campaigns

All leads then undergo the qualification and assessment process and are qualified either manually by a salesperson or automatically based on predefined rules. Finally, qualified leads are converted into opportunities.

Lead Processing

Overview of Lead Processing

Lead data is generated from a variety of sources and goes through further enrichment based on updates and follow-up activities. As a result, lead quality must be assessed periodically so that leads are distributed to the right salesperson to ensure timely lead follow up and closure.

This section contains information about how to import lead data from an external data source into your sales application using the Import Management feature.

How File-Based Data Import Works

The Define File Import group of tasks relies on integration with different architecture components, such as interface tables and application base tables. This topic provides an overview of these components to help you understand the import process and the different import activity statuses.

The following figure provides an overview of the major application components used when you import data from a file. These components include:

  • Import object

  • Import mapping

  • Import activity

  • File repository

  • Application Composer

  • Interface tables

  • Base tables

You select the import object during setup. The import mapping is used in the import mapping step. The import file you upload is stored in a file repository. The additional attributes that you create in the Application Composer are stored in a separate extensions repository and are available for import and in the import mapping.

File-based data import overview showing how the
different components relate.
Note: If you change the NLS_LANG and the DATE_FORMAT environment variables, you must restart the Oracle Fusion applications.

Import Objects, Import Mapping, and Import Activity

When you create an import activity, the import objects you select are provided by Oracle. You manage these import objects using the Manage File Import Objects task.

Note: Avoid concurrent submission of File Import jobs for the same import object. Concurrent submission of multiple import jobs with same content results in creation of duplicate object records.

When you create an import activity, you must specify a mapping of the fields in your file to the attributes of the import object. You can create the mapping while creating an import activity or separately using the Manage File Import Mappings task. The mapping is stored and managed as a separate object.

File Repository

The text or XML data file that you upload during import is stored in a file repository. If you upload any attachments, they're also stored in the same repository.

Application Composer Extensions

When you create additional attributes for data import using the Application Composer, the extensions are stored in a separate repository and are available for import and export.

Interface Tables

The import activity populates the application interface tables with your data.

Base Tables

The import activity loads your data into the base tables to complete the import.

Overview of Sales Lead Import

You can import sales lead data from an external data source into Sales and B2B Service using the File-Based Data Import feature.

Consider the following questions when importing your data:

  • How does your legacy or source system store and represent the sales lead information when compared to Sales and B2B Service?

  • Do you have to configure values in Sales and B2B Service to map your existing data to the Sales Lead import object?

  • Do you have to extend Sales and B2B Service to add attributes?

  • What import features are available to import your business data?

  • How do I verify my imported data?

How Business Objects Are Structured

You must understand how your sales lead data corresponds with the data in Sales and B2B Service to map your legacy data to the data in Sales and B2B Service.

The Sales Lead object is hierarchical. Ensure that a sales lead exists before you can import its child objects, such as team members and activities. These child objects can in turn consist of other objects. You use this structure to support one-to-many relationships between the objects that make up the sales lead. The image shows the sales lead object and its child objects.

Hierarchical structure for Lead business object

The top-level sales lead object contains basic information about the account or prospect details, status, and deal size. For each sales lead, you can assign:

  • Contacts

  • Sales team members

  • Products

You can also:

  • Track activities and assign due dates

  • Attach documents relevant to the sales lead

  • Post notes for the sales lead

Import Objects for the Lead

To facilitate importing leads, Sales and B2B Service incorporates the structure of the sales lead into import objects. The following table lists the import objects for the lead.

Import Object Structure

Lead

Contacts

Sales Team

Products

Attachments

You can create accounts and contacts, or associate existing accounts and contacts. You can optionally create campaign responses that are associated with the leads.

Note

Notes

Attachments

Activities

Activities

Notes

Attachments

How Business Object Attributes are Structured

Every import object is a collection of attributes that help to map your data to the Oracle Applications Cloud data and to support one-to-many relationships between the structural components of a sales lead.

You must understand the attribute details of the import objects so that you can prepare your import data. You can use the import reference guide (File-Based Data Import for CX Sales and B2B Service) files that contain:

  • Attribute descriptions

  • Values that populate attributes by default when you don't provide values

  • Validation information for each attribute

The validation information includes the navigation path to the task where you can define values in Oracle Application Cloud. For example, if you have values in your data that correlate to a choice list in Oracle Application Cloud, then the validation information provides the task name where you can define your values. For additional information, such as a list of reference guide file names and locations, see the topic How Sales Lead Import Objects Work Together. Listed in the table below are the import objects and the related import object topics.

Import Object Related Import Object Topic

Lead

Lead Import Object and Attributes: How They Work Together

Note

Note Import Object and Attributes: How They Work Together

You can explore related topics by entering the following keywords in the Help application search: importing leads

Configurable Attributes

Here is how you can configure the objects to import your legacy or source data:

  • Use the Application Composer to design your object model extensions and to generate the required artifacts to register your extensions.

  • Make the artifacts available for importing the object.

You can map these configurable attributes to your source file data. You can use the same source file to import both the configurable attributes and the standard import object attributes.

How You Import Sales Leads Using File-Based Data Import

You must first prepare a source data file to import sales leads. The source file can be either an XML file or a text file, such as a CSV files. You use the file import process to:

  1. Read the data in your source file.

  2. Populate the interface tables according to your mapping.

  3. Import the data into the application destination tables.

The Define File Import Setup and Maintenance task list includes the tasks required to:

  • Configure the import objects

  • Create source file mappings

  • Schedule the import activities

You can also access these tasks from the Data Import and Export functional area of the Sales offering. You submit file import activities for each import object. When you're creating a new sales lead, you use the Lead object to import your data. You must have one of these job roles to access and submit the import activities for sales leads.

  • Corporate Marketing Manager

  • Marketing Analyst

  • Marketing Manager

  • Marketing Operations Manager

  • Marketing VP

  • Sales Lead Qualifier

  • Sales Representative

How You Verify Your Imported Data

You can use the File Import activity reports to verify imported data. Alternatively, you can also navigate to the Sales Lead work area to view the sales lead information that you have imported.

Lead Follow Up

The lead life cycle includes an automated process that captures leads and then prioritizes them for sales engagement through a scoring and ranking process. Leads are distributed to appropriate sales resources for further lead qualification, follow-up, and conversion. A sales lead cycle ends when salespeople convert a lead to an opportunity or when they retire a lead. A lead is retired if no possibility exists for converting the lead to an opportunity.

Lead Life Cycle

Leads are automatically monitored for sales representative acceptance. Unaccepted or rejected leads are reassigned as appropriate. The quality of the lead is continuously reviewed and adjusted by the lead owner at different stages of the lead life cycle. The lead owner can be a marketing resource or a sales resource, depending at what stage the lead is at in its life cycle. The lead life cycle is captured in the following sections:

  • Lead Generation

  • Lead Qualification

  • Lead Distribution

  • Lead Assessment

  • Lead Conversion

Lead Generation

Leads are generated and captured from many different sources, such as:

  • Campaign responses

  • Third-party lead sources

Flexible lead import, customer and contact creation, and deduplication ensure that sales lead generation efforts are optimized. For example, the lead import process checks whether leads represent new or existing customers. For new customers, data must be created for the lead. If the lead is an existing customer, then part of the lead import process checks to ensure customer and lead information isn't duplicated.

Lead Qualification

Marketing departments help with the lead qualification process to ensure that only qualified leads are handed over to sales. Leads are typically ranked as Hot, Warm, or Cool. Leads are further qualified by the use of company-specific standard questions to score a lead. Lead scores are numeric values typically ranging from 1 to 100, in which a high score represents high quality.

It isn't good practice to let stale leads build up. Standardized criteria for lead qualification ensure that quality leads reach the sales representative and help maximize the conversion rate from leads to opportunities. For example, your organization has criteria and processes for ensuring that leads are either developed or retired within 30 days. When the lead age is greater than 30 days and the rank is Warm, Marketing reassigns the leads for follow-up by an internal telemarketing group. If leads can't be qualified or further developed to revenue opportunities, then rejected leads are reassigned or manually set to retired.

Lead Distribution

As the qualification of leads progresses into real potential prospects, assignment manager uses expression-based rules to associate one or more internal sales representatives with each lead. If the lead is associated with either a sales prospect or a sales account, then assignment manager uses territory definitions to associate (typically one) internal territory with each lead. The sales representative newly assigned to the lead can be related to the lead record directly through the lead team or indirectly through a territory associated with the lead. The sales representatives can view and update those leads assigned to them in the lead work area and can claim ownership of the lead by accepting the lead.

Other assigned resources can view and update the lead, but they can't make themselves the owners. If a sales prospect changes to a sales account by adding an address, assignment manager is automatically called during the next automated assignment cycle. Depending on the assignment logic, the lead can be reassigned to a different territory or sales resource. If the assigned sales representative takes no action on a lead for several days, then the lead can be manually reassigned to another sales representative.

Lead Assessment

Sales representatives must evaluate the quality of the information that they have received for the lead. They determine whether the details are sufficient to reach out to the customer and assess whether a lead is worth pursuing with the help of preconfigured assessment templates. Assessment templates help qualify the lead by:

  • Reviewing the content shared with the customer during a campaign

  • Framing the lead in the context of the campaign

  • Ensuring the salesperson understands the information sent to the customer

You use the lead assessment feature to assess leads. Predefined questions help determine the likelihood of the lead being accepted by Sales. For example, you're a sales representative and you ask the customer a series of questions created by Marketing and Sales to assess the quality of the lead. You record the answer of each question and the lead assessment tool automatically factors the answer into the assessment score of the lead. At the end of the call, you note that the assessment lead score is high, so you request that the lead is assigned to the direct sales team. If the lead score was low, then you might want to retire the lead. If the lead needs qualifying, then you can decide to leave it in your list of leads for follow-up. Finally, if the lead is good, but the potential revenue opportunity is less than a predetermined monetary amount, for example, twenty-five thousand dollars, then you can convert the lead to an opportunity to pursue as part of the sales cycle.

Lead Conversion

After establishing that the lead has potential, the sales representative can convert the lead to an opportunity. You can schedule meetings and presentations with your lead contact to move the opportunity along the sales pipeline. To track the progress of the lead, you can capture contact notes and associate them with the contact and opportunity.

Note: Administrators can write a validation rule to check if there's more than one lead attached to an opportunity. For example, using a Groovy script, you can restrict the creation of another opportunity from a lead. To learn more about writing validation rules and scripts, see the Groovy Tips and Techniques chapter in the Groovy Scripting Reference guide, and the Groovy Scripts chapter in the Configuring Applications Using Application Composer guide.

As the lead progresses through its life cycle, decisions to retire the lead are based on reasons such as:

  • You can't verify the customer and lead details.

  • The customer isn't interested in pursuing the lead any further.

Differences Between Response, Lead, and Opportunity

This table describes the main differences between a response, a lead, and an opportunity.

Response Lead Opportunity

A response is an interaction initiated by the customer in response to a marketing stimulus. Every outbound sales activity is a sales stimulus.

A lead is an inquiry, referral, or other information, obtained through a sales campaigns, or other means that identifies:

  • Potential contact or prospect

  • Specific purchase interest

You can create a lead if the specific purchase interest isn't known at the time. However, to qualify a lead you must record a primary purchase interest.

An opportunity is a pending sale of a product or service that can be forecasted and tracked using summary data such as:

  • Potential revenue

  • Sales stage

  • Win probability

  • Expected close date

Responses are created from interest recorded in response to sales activities. Responses include:

  • Providing answers to phone survey questions

  • Subscribing to a list

  • Replying to an email response form request

As interest for the product or service matures, responses are elevated as leads.

Leads are mostly created by automated lead capture or lead import processes which periodically create qualified responses as sales leads.

Leads are sometimes created from the response data of a contact or prospect who has expressed a need or interest in a product or service offered by the business.

Opportunities are created by sales administrators when they have identified a qualified lead with a potential revenue opportunity. Leads are converted to opportunities when significant sales investment is foreseen to close the deal.

A salesperson can create opportunities from scratch, without previously having a response or lead created.

Responses aren't included as part of the sales forecast.

Leads aren't included as part of the sales forecast.

Inclusion of opportunities in the sales forecast is at the discretion of the sales administrator. However, not all opportunities are included and the decision to include them may depend on your company's requirements.

Use lead actions to manage leads. This topic provides a brief description of the actions that you perform on a lead. Lead actions are generally grouped into these categories:

  • Standard create, edit, delete, and update functions such as performing a mass update

  • Ranking, scoring, and qualifying actions to assist in prioritizing leads

  • Accepting, rejecting, reassigning, and retiring actions to ensure leads are in the right queue for pursuing

  • Converting leads to opportunities to continue sales pursuits and include in sales forecasting

The ability to perform each action depends on:

  • Privileges assigned to your role

  • Access level as a lead sales team member

  • Current status of the lead

Lead Actions

Here are some of the actions you perform to manage leads.

Action Description

Mass Update

Performs a mass update of specific attributes and user-defined attributes from the Leads Overview work area when selecting multiple records.

Rank

Submits the Request Sales Lead Assignments process to automatically assign a lead rank based on predefined rules specified in the Assignment Rule for Ranking Leads profile option. A rank represents the priority of the lead, such as Hot, Medium, and Cool.

Score

Submits the Request Sales Lead Assignments process to automatically assign a lead score based on predefined rules specified in the Assignment Rule for Scoring Leads profile option.

Lead assignment score is different from qualification and assessment scores. A lead score can be used as a source for predefined rules that automatically assign lead rank, qualification status, territories, and resources.

Qualify

Updates the lead status to Qualified, bypassing the automated sales lead classification process.

Reassign

Provides choices for when the sales lead assignment process evaluates the lead to reassign sales team members and territories to the lead:

  • Automatic assignment

    Lead is selected for reassignment and is reassigned when the Request Sales Lead Assignments process next runs using the Reassign process selection criteria.

  • Immediate automatic assignment

    Immediately runs the Request Sales Lead Assignments process, reevaluating, and reassigning per the process.

  • Manual assignment

    You can select an owner to assign to the lead from a list of eligible resources.

A lead must have a Qualified or Unqualified status to be reassigned.

Note: You can send a notification when a Lead is assigned to a new owner. See the section Sample Groovy Scripts for Notifications in the Configure Notifications chapter of the Implementing Sales guide for more information.

Retire

Updates the lead status to a retired lead indicating the lead is no longer one that needs pursuing.

Reject

Removes you as the lead owner. The accepted indicator and assignment status are also updated to reflect that the lead is no longer accepted. The lead is eligible for reassignment when:

  • The next scheduled Sales Lead Processing Activity submits the Request Sales Lead Assignments process

  • The lead meets the processing activity's selection criteria

  • The previous lead owner is excluded when assigning team resources

The reject reason, and the number of times the lead is rejected, is available when searching leads. This information is displayed in the Overview page for analysis and to provide possible indicators that the lead should be retired.

Accept

Updates the lead with you as the owner. The Request Sales Lead Assignments process assigns sales team territories and resources based on predefined rules. The rules are specified in the Assignment Rule for Ranking Leads profile option.

Convert to Opportunity

Creates an opportunity based on lead information. The lead status is updated to converted.

The status of a lead is primarily determined by a user performing an action on a lead, or upon successful completion of the lead qualification activity. Once leads have been assigned to lead qualifiers or related sales roles, lead follow-up activities begin. As specific actions are performed on a lead, the status of the lead changes accordingly.

Lead Status

This table describes the statuses of leads.

Status Description

Unqualified

A lead with a status of unqualified signifies that the lead requires additional information and qualification activities by the lead team. Unqualified is the default status assigned to all newly created leads.

Qualified

A qualified lead signifies that the lead is ready for sales attention. The status can be updated to qualified by either the user selecting the Qualify action or upon successful completion of the qualification processing activity. Leads can have a status of qualified based on many factors including the status of the budget and the time frame of the project.

Converted

When a lead is converted to an opportunity, then the status is set to Converted.

Retired

The status of a lead is updated to Retired when a user selects the Retire action. A lead is retired when:

  • There's no likelihood of the lead being converted to an opportunity

  • A lead is no longer followed up by Sales

  • A lead isn't evaluated by Marketing over a certain period of time

A retired lead can't be converted to an opportunity. Marketing users can review retired leads and then delete them as required.

A lead's life cycle ends either when a lead is converted to a sales opportunity, or when the lead is retired. Conversion to an opportunity stage allows the sales representative to pursue the account in the sales cycle. After establishing that the lead has potential, the sales representative converts the lead to an opportunity. Contact is established and meetings and presentations are scheduled to move the opportunity along the sales pipeline.

To convert a lead to an opportunity depends on the privileges assigned to your role, your access level as a lead sales team member, and the current status of the lead. You can convert a lead to an opportunity from the Actions menu by selecting Convert. This action creates an opportunity based on lead information. When a lead is converted to an opportunity, the lead status is set to Converted.

Leads to Opportunities Conversion

You convert a lead to an opportunity when the lead is ready for further processing along the sales cycle. Once the conversion is successfully completed, you can review the newly created opportunity using the opportunities UI. During your review, you might want to retain only a select few lead product lines to pursue as opportunity revenue line items. Since the conversion process automatically creates revenue lines from all lead lines, you can remove unwanted revenue lines from the opportunities UI. You can, at a later stage, create another opportunity from the removed lead revenue lines by converting the lead to an opportunity again. You can then decide to keep only those revenue lines that you want on the newly created opportunity.

When you convert a lead to an opportunity, the following rules may apply depending on the setup criteria for your company:

  • The person converting the lead becomes the primary sales team member for the opportunity.

  • The customer reference on the original lead is maintained for the opportunity.

  • The associated lead team members are copied with the same primary team member.

  • The newly created opportunity is assigned to the appropriate sales territories.

You can view opportunities associated with leads in the leads UI. If you don't see the converted lead in your list of opportunities, this means that the opportunity is assigned to a different territory.

You can apply changes to several fields on multiple leads at once using the mass update feature. For example, you can update the rank of multiple leads at the same time without having to go into each individual record.

Among the fields that you can update are:

  • Account

  • Budget Amount

  • Budget Status

  • Campaign

  • Currency

  • Customer Need

  • Deal Size

  • Decision Maker Identified

  • Description

  • Primary Contact

  • Primary Product

  • Rank

  • Sales Channel

  • Source

  • Time Frame

Note: Your administrator must enable this feature before it's available in the application.

Steps to Apply Mass Update

Here's how to update several fields on multiple leads at once:

  1. Navigate to the Leads landing page.

  2. Search for the records you want to update.

  3. Click Update from the Actions menu.

  4. Select the records that you want to update and click the Update button.

  5. Select the fields and assign or enter values for them. Keep in mind:

    • If you want to update a field that has a parent field, then the value of the parent field must be the same across all child records selected for mass update.

    • You can't apply mass update to conditionally updatable fields.

  6. When you're done making updates click Submit.

This topic explains how the security reference implementation provided by Oracle determines who can access what lead information in your sales organization. Qualified leads are assigned to a sales team based on sales territories. Unqualified leads are assigned to individual lead qualifiers either manually or based on rules defined in the assignment manager application. Whether or not you can access a particular lead depends on your membership in the resource and territory hierarchies.

You can access a lead if the following conditions apply:

  • You're the lead owner.

  • The lead owner or sales team member is your direct or indirect report in the resource hierarchy.

  • You're a member of the lead sales team.

    Resources in the management hierarchy of a newly added lead sales team member have the same level of access to the sales leads as the team member.

  • You're the owner or you're a member of the territory assigned to the lead.

  • You're the owner or member of an ancestor territory of the territory assigned to the lead.

Note: Your administrator can provide view only access to users by creating a custom role and adding new data security for the sales lead with all values set to view only privileges. See the Data Sharing Mechanisms and Object Visibility chapter of the Oracle CX Securing CX Sales and B2B Service guide on Oracle Help Center (https://docs.oracle.com).

The flowchart illustrates some of the different ways you can gain access to a lead:

  • Named agents in the diagram (A, B, and C) can access the lead.

  • Unnamed agents (highlighted in yellow) can't access the lead.

  • Sales managers can access the lead because a salesperson in their management chain has access.

Here's an example flowchart that shows who in a sales hierarchy can access a sales lead. Access using accounts isn't shown.

How data security policies determine access to
leads.
  • Agent A can access the lead because agent A created it. When you create a lead, you're the initial owner.

  • Agent B can access the lead because agent B is on the sales team.

  • Agent C can access the lead because agent C is the owner of the NW territory.

  • Sales managers who are higher up in the management chain can also see the lead because access is provided through the resource hierarchy. The manager of agent C can access the lead information, but colleagues of agent C don't have access to the lead.

Special Access

Not all access is affected by the management hierarchy and membership in sales teams or territories. For example, special access includes:

  • Administrators: Administrators get access to leads and other objects. This access is based on their privileges, regardless of where the administrators are in the management hierarchy. Administrators don't have to be on the sales team or members of territories.

  • Deal Registration: Salespeople assigned to a deal registration retain access even if they're moved to another deal registration.

A market is typically organized into territories that include customers and prospects. Marketing is closely aligned with sales, and marketing activities are launched to generate leads and maintain the strength of the sales pipeline. This topic explains lead ownership and sales team resources.

When the lead doesn't have any owner, the sales representative can accept the lead which makes him or her the lead owner. All resources who are given access to leads get full access. Full access level allows the user to update the sales lead team by adding or removing individual resources. Hence, territory resources, sales team members and lead owner and resources in their hierarchy, all get full access. Territory team members inherit the access level of the territory. All members of sales territories assigned to the lead have full access to the lead. Ancestor territory owners of all sales territories assigned to the lead also have full access to the lead. Resources who access leads have different roles such as:

  • Operations

    Support an automated process to capture leads, prioritize leads for sales engagement, and distribute the leads to appropriate sales or territory team resources.

  • Marketing and lead qualifiers

    Monitor leads, reassign leads, and continually review and adjust the lead quality.

  • Sales and territory teams

    Enable lead qualification, perform follow-up lead activities, and convert leads to opportunities.

This topic includes these sections:

  • Lead, Sales, and Territory Resources

  • Assignment of Leads to Marketing and Sales Resources

  • Sales Resource Role

Lead, Sales, and Territory Resources

Sales resources are organized into flexible teams and are associated with the sales territories. These sales territories are then assigned to customers, leads, and opportunities to carry out the sales process. The lead follow-up team can include a lead team made up of individual sales resources who are predominantly active during the lead qualification stage. All sales resources who are assigned to the territory team can view and follow up the lead.

Assignment of Leads to Marketing and Sales Resources

Qualified leads are assigned to a sales team based on sales territories. Unqualified leads are assigned to individual lead qualifiers either manually or based on rules defined in the assignment manager engine. Users can be assigned to a lead in one of several ways:

  • Ownership through lead creation

  • Territory-based lead assignment

  • Rule-based sales team member assignment

  • Manual selection of resources

Sales Resource Role

Here are some of the activities performed by sales resources.

  • Review quality leads that are augmented with sales collateral, marketing content, customer contact interactions, and references.

  • Qualify and assess the lead quality further with the help of user-defined or company-defined assessment templates.

  • Use the resource drop-down list to manually select a resource to add to the team.

    Include a description to indicate what role the resource has on the sales team. Many sales team members can access each lead, and each team member is identified as either an internal (sales force), or an external (channel partner sales force) resource. Each sales team member can be associated with a specific resource role to indicate what capacity the member has on the lead.

  • Add additional contacts and products to the lead as the lead moves further down the sales cycle.

A sales lead team is made up of assigned territories and individual team members. This topic provides examples to illustrate some of the features available for the sales lead team:

  • Automate assignment of individual resources to sales lead team

  • Add ad hoc members to sales lead team

  • Update access rights based on the resource

  • Change the lead owner

Automate Assignment of Individual Resources to Sales Lead Team

The sales lead team for your company wants to add a support person to the lead. Typically, support people aren't part of any sales territory. Use the Manage Sales Lead Assignment Rules task to set up a rule set for the category, Sales Lead Resource Rule Category. For example, assign support team members as individual resources based on rules which match the lead product with specific support team members.

Add Ad Hoc Members to Sales Lead Team

Generally, sales team resources are automatically assigned to leads based on configured assignment rules. The following scenarios provide examples of when you may want to manually add additional team members to assist with the lead.

  • The lead owner, who has full access to your company lead, wants to add one of his company's contractual experts to his team to help pursue the lead. The lead owner manually accesses the resource drop-down list and selects the ad hoc resource that he wants to add to his team.

  • When pursuing a lead for an insurance policy, the customer contact requests a unique and complex combination of policy components that require a review from an expert in the company. The lead owner adds the expert resource to the lead with full access. Now, the expert resource can update the lead with valid combinations of products and services, and, if required, add more team members to the team.

  • A salesperson is pursuing a lead that requires the export of products outside the country. He wants to ensure there are no legal issues with exporting the products. The salesperson adds a member of their company's legal team to the lead to review the details before contacting the customer again.

Update Access Rights Based on the Resource

When a resource is added to the sales lead team through rule-based assignment, a profile option determines the member's default access level. Resources in the management hierarchy of a newly added team member have the same level of access to the sales leads as the team member.

All members of the sales territories assigned to the lead have full access to the lead. Owners of ancestor territories of all sales territories assigned to the lead also have full access to the lead.

Change the Lead Owner

Only the lead owner, or the resources in the management hierarchy of the lead owner, can change the ownership of the lead.

Qualification

The lead qualification process can either be performed by internal marketing or internal sales groups. This topic provides a brief overview of what constitutes a qualified lead. Qualifying leads is an important first step in bringing the sales lead to a conclusion. At the end of the lead qualification process, you can classify the lead as a qualified lead that's ready for conversion to an opportunity. Or you can retire the lead if the purchase interest for the lead can't be validated. What constitutes a qualified lead varies from company to company.

Basic Lead Qualification

In some companies, basic lead qualification data is gathered by lead qualifiers and contains data such as:

  • Customer need

  • Urgency or time frame for the project

  • Budget considerations such as available amount and status

The scheduled process that determines lead qualification status also takes into consideration basic lead data.

Additional Lead Qualification

In other companies, the lead qualifier or salesperson uses a lead qualification questionnaire as part of the qualification process. Based on the answers received, he or she can decide to manually set the lead to a Qualified status using the lead actions menu. Your application administrator assigns the questionnaire to your Lead Qualification Template profile. The answers entered are assessed using a weighted scoring model with instant feedback available as a scoring status bar in the UI.

Lead qualification helps you in the lead follow-up process. Assess the lead quality and lead conversion potential by using the preconfigured qualification templates.

Lead qualification is part of the lead follow-up activity where you further nurture the lead in order to qualify it. Your administrator must set the Advanced Lead Qualification Enabled profile option after the qualification templates are created. This action specifies the qualification template to display in the Edit Lead UI to assist with evaluating the lead.

You can conduct a lead qualification, view completed lead qualifications, and view the responses to the questions posed in the qualification template. Qualification templates enable you to analyze the lead and suggest the appropriate next steps based on the overall assessment score and feedback for the lead.

Edit a New Lead Qualification

  1. From the Navigator, click Leads.

  2. In the list of leads, click on a lead to edit it. The Edit Lead page appears.

  3. Click the Qualification tab to open the default qualification template.

  4. Fill out and complete the lead qualification template.

If there are multiple qualification templates associated with the lead, then you can choose to select a different qualification by clicking Replace Qualification.

Overview of Lead Qualification Templates

When you create a lead, you can qualify the lead by leveraging the many templates provided by your sales organization. This means you can evaluate various aspects of the lead which can subsequently help you sell more by converting the leads in less time.

Qualification Templates

After you create the lead, go to the Qualifications tab to view and complete the recommended qualification template created for you by your organization. If there are multiple templates associated with the lead, select one by clicking Replace Qualification. Any responses for the current qualification will be reset and can't be restored. You can choose to cancel the operation and use the current qualification template, or you can choose to continue.

If you continue, the qualification UI is refreshed to display the questions from the template you selected. Start entering responses to the questions and track the updates from the Qualification status fields on the page. Statuses toggle between: Not Started, In Progress, and Completed. You can also include other status values such as the number of questions answered, last updated date, and name of the template. Track the total score by summing up the weighted answers and display a graphical circular format of the score.

Perform Multiple Lead Qualifications Using the Same Template

From time to time, you might want to requalify your sales lead information and perform multiple qualifications for leads using the same qualification template. To do this, your administrator must set the profile option Enable Multiple Assessments Per Qualification Template to Yes at the site level.

From the Edit Qualification page click Add Qualification and then select the template you want from the available templates for your sales lead. If you add an additional qualification using the same qualification template, the application automatically generates a qualification name using the qualification template name plus a counter suffix. For example, if you have an existing qualification for a lead named Lead Qualification V1, then if you add another qualification using the same template, the new qualification name is displayed as Lead Qualification V2. You can edit this name to suit your own requirements.

When all questions are answered, the qualification is set to Complete status and continues to be available for edit. You can view all ongoing or historical qualifications, scores, statuses, and qualification template names. Use the Delete and Submit features only if the buttons are enabled by your administrator using Page Composer. You can delete a qualification that's no longer required or if it was created by mistake as long as it hasn't been submitted. The Submit button, if enabled, becomes available only when you have entered responses for all questions. Submit isn't available on the single lead qualification page. You can't edit the lead qualification once the status is set to Submitted but you can continue to view it.

Perform Multiple Lead Qualification

Before you begin, ensure that your administrator has set the Enable Multiple Assessments Per Qualification Template (MOW_MULTIPLE_QUALIFICATIONS_ENABLED) profile option to Yes. You must also have Full or Edit access on a lead to perform multiple qualifications and update existing qualifications for leads using the same qualification template. With View Only access, you can view qualifications but not update them.

Here's how to perform multiple lead qualifications using the same qualification template:

  1. From the Navigator, click Leads.

  2. In the list of leads, select a lead to edit it. The Edit Lead page appears.

  3. Click the Qualification tab to open the Edit Qualification page.

    If existing qualifications are available for the selected lead, they're listed here.

  4. Click Add Qualification. The Add Qualification dialog appears.

  5. From the Template drop-down list, select the qualification template previously chosen for the selected lead qualification.

  6. Click Save and Continue.

  7. Select the appropriate responses to all the questions.

  8. Click Submit and then click Yes from the confirmation dialog box.

    Once the qualification has a status of Submitted, it can't be revised.

This topic explains the lead qualification process and provides examples of the different methods used for qualifying leads.

Lead Qualification Process

Lead quality is assessed as soon as a lead is generated and is mainly based on:

  • The characteristics of the customer contact on the lead

  • The type of response which caused the lead to be generated

  • The type of sales campaign that the lead may be associated with

Leads are enriched further, typically by means of prequalification telemarketing activities performed by internal marketing, internal sales groups, or external third-parties. Qualification data is added to the lead such as:

  • Customer need

  • Urgency or time frame for the project

  • Budget considerations such as available amount and status

At the end of this process, the lead is either:

  • Classified as a qualified lead which is ready for conversion to a sale

  • Retired if purchase interest for the lead can't be validated

The following scenarios illustrate some of the lead qualification processes.

Rule-Based Lead Qualification

The rule-based lead qualification process requires that the value of the Lead Status attribute be set to Qualified if qualification rules evaluate to a positive answer. For example, consider the sample rule:

Sample rule-based lead qualification rule

If this rule evaluates to TRUE, the value of Lead Status is set to Qualified.

Internal Marketing Qualification

Internal lead qualifiers or inside salespeople conduct phone conversations to gather qualification data about leads. They can use qualification templates to define consistent and specific qualification criteria for similar leads. The qualification questions are tailored to a specific product, industry, and source of the lead.

Before updating the lead status to qualified, the lead must have a valid primary product associated with it. Users can select multiple leads and select Qualify from the Actions list. Leads meeting the requirements for lead qualification are processed.

As the qualification data is gathered using the leads management user interface, the lead qualifier or salesperson can decide to manually set the lead to Qualified status. In some companies, the lead qualification data gathered by lead qualifiers is considered in the scheduled automated lead process. For example, the assignment manager engine can calculate lead score or lead rank, as well as assign sales team territories. For such companies, a simple rule to move leads to a Qualified status when the lead score reaches a specific threshold is sufficient.

A lead can be qualified when the basic attributes of the lead indicate interest in the purchase of a product. For example, basic attributes might include:

  • Contact attended a product event

  • Budget is approved

  • Purchase time frame is less than a year

The Additional Qualification tab displays the qualification template with questions where you can enter the answers on the same page. Most of the data required to qualify the lead is available from the Basic Qualification area of the Lead details page. Supporting data is included in the contextual area for easy reference.

Internal Sales Group Qualification

Leads are generated and captured from many different sources. Leads are created when customers are created. Leads are also generated from leads that already exist. After salespeople accept the generated leads, they can evaluate the quality of the information received for the lead. They determine if the details are sufficient to reach out to the customer and assess whether a lead is worth pursuing with the help of predefined assessment templates. If they can establish that the lead has potential and can be marked as qualified, they can then convert the lead to an opportunity. Contact is established and meetings and presentations are scheduled to move the opportunity along the sales pipeline.

External Third-Party Qualification

External third-party qualification involves using input from a third-party source to qualify leads. For example, your company has obtained a list of contacts that purchased a car in the last 90 days. You have hired a telemarketing company to call each contact to determine if there is interest in your company's auto security products. The third-party telemarketer provides weekly files of potential contacts who are interested in your products. Using the file-based data import feature and qualification rules configured using the assignment manager engine, the interactions resulting from the telemarketer's activities are imported as leads. The marketing operations manager schedules the rule-based qualification process to occur as soon as the enriched lead data is imported to the lead management application. If the rules evaluation is successful, the result sets the lead status as Qualified.

Use Slack for Leads

View Your Leads in Slack

Slack is a team communication tool that facilitates synchronous communication across different devices. Regardless of whether your team is co-located or distributed, Slack provides an effective communication channel that's easy to use. Let's say you're traveling and you would like to quickly view a list of the current leads owned by you. You can do this on Slack using any device, without signing in to your sales application.

Note: The only criterion is that your administrator has set up the integration of Slack with your sales application.

You can view the first five leads owned by you. These first five leads are selected from only the qualified and unqualified leads owned by you in the last three months.

To view your first five leads in the last three months on Slack:

  1. Navigate to your workspace in Slack.

  2. Select one of the following:

    • Any public channel in the Slack workspace

    • Slackbot

    • Oracle Sales Slack app: This refers to the app that your administrator has created in Slack for integrating with your sales application.

    Note: Due to security restrictions, you can't view your leads if you select the following:
    • Private channels

    • Any user under direct messages

  3. Enter the following command at the command line: /ec-my-leads

  4. Press Enter.

    The first five leads owned by you in the last three months are displayed in Slack. The following fields are displayed for each lead:

    • Lead Name

    • Lead Status

    • Account Name or Customer Party Name

    • Description

    • Campaign Name

    • Rank

Note: Every sales representative who executes the /ec-my-leads command can see only the leads owned by him or her. You can't view the leads owned by other sales representatives. Moreover, your leads are only visible to you and not to any other user.

FAQs for Leads

By default, the leads pages display only names of accounts and contacts that already exist in the application. If you want to create leads for new accounts or add new contacts, then you must create the appropriate account and contact records before creating the lead.

If your business uses net new leads where contact and account values are entered manually using free form text fields, then your administrator can make the New Account and New Contact fields available on the Leads UI through Application Composer. These fields are hidden by default so to use them for your new leads, your administrator must manually unhide these fields.

How can I select and add products or product groups to my lead?

To browse the sales catalog and select and add products or product groups to your lead, your administrator must have added the Browse Catalog button to the Product region of the Edit Lead page.

Click Browse Catalog to open the sales catalog page from where you can search the product or product group that you want. Select the groups or products to include for your selected lead, and when done, click OK to return to editing your selected lead.

How can I quickly enter and search address details for leads?

Lead address fields such as Country, City, State, and Postal Code have type-ahead and autocomplete features based on the values you start to enter. For example, when you begin to enter one of these fields, the application either displays the matching filter names and makes it possible for you to select filter values or the associated values are automatically inserted for you in the appropriate fields.

Use letter keys on your keyboard to display values within the Country field. You can also filter by City, State, and Postal Code fields based on the selected country, and you can filter by City and Postal Codes, based on the state selected.

How can I fix an invalid relationship error when converting leads?

If you try to convert a lead that contains an invalid contact relationship, you may receive an invalid relationship error during the conversion. For example, you create a lead with a valid active primary contact and account. An issue might arise when you go to convert the lead if an incorrect relationship exists for a second contact on the lead. In such a scenario, you must deactivate the relationship and after some time try to convert the lead again.

However if you want the association of the lead and contact to remain, you must add the contact back on the lead through the Contacts tab on the Edit Lead page. Here's how to resolve the issue:

  1. Navigate to the Edit Lead page.

  2. In the Contacts tab, remove the second (nonprimary) contact.

  3. Click Save.

  4. Add the contact that you just removed back again to the lead.

  5. Click Save.

  6. Convert the lead.

Selecting the My Open Leads list in the Leads work area displays a list of all of the qualified and unqualified leads where you're listed as the lead owner and that were created within the last 90 days, or another number of days specified by the administrator in a system profile. You are automatically the lead owner if you create the lead or you can be designated as the owner by an application administrator.

As a sales representative you want to know if your leads for new contacts or accounts have any duplicates in the application. You can manually check for leads duplicates from the edit leads page. Select the lead that you want to check and from the Actions menu, select Duplicate Check. Duplicate check can only be run on new (non-existing) contacts and accounts.

A message is displayed if no duplicates are found for new contacts or accounts. If potential duplicates exist, the Resolve Duplicates page is displayed for the contact or account where you can select the appropriate contact or account to resolve any duplicates.

Why did the deal size change?

The deal size is automatically determined by the products entered for the lead. When you add or remove products for a lead the deal size is recalculated. You can override the calculated amount after all products are entered. For example, if the lead is eligible for a discount, you can manually change the total of the deal size to apply the discount. However, the application overrides the deal size total if you add or remove a product from the lead after having manually adjusted the deal size. In this case, you have to reapply the manual change.

Lead rank suggests a priority to help you select leads for follow up. When the lead is created, a lead rank is first calculated by the assignment manager engine based on ranking rules. You can select a different lead rank from the list in the UI. When the lead is further processed, a different rank may be assigned based on enriched lead data, or the rules may cause the lead to revert to its original rank.

From the Leads overview area, select the lead you want to be part of your sales campaign. From the Lead details page, click the Contacts tab. Select the contacts that you want to add to your sales campaign. From the Actions menu, select Add to Sales Campaigns to view and select a campaign from your saved campaigns. Your selected contacts are notified when you launch your sales campaign.

Lead qualification determines whether a lead has a budget and project timeline defined, and indicates if someone with purchasing authority is identified. Company-specific standard questions and the associated scoring mechanism help to capture the additional data critical to qualifying leads. A lead is typically considered qualified when the need and purchase interest are confirmed.

Lead assessment helps in the lead follow-up process, where the salesperson continues to assess the lead quality and lead conversion potential through preconfigured assessment templates. From the Assessment tab, the salesperson can conduct a new assessment, view completed assessments, and view the responses to the questions. Assessment templates provide the mechanism for the salesperson to analyze the lead and suggest appropriate next steps based on the overall assessment score and feedback for the lead.

You can use assessments to evaluate the health of a business object, such as an opportunity or a lead..

Administrators set up assessment templates that consist of weighted questions and possible responses that get scored. After selecting the appropriate assessment type, you enter responses for all the questions in an assessment, and achieve a score once the assessment is submitted. This score is used to evaluate the health of the business object. For example, the score could help determine whether an opportunity is viable enough to offer the potential customer a discount.

A customer reference is based on the customer industry and associated lead product or product group related to the specific lead. For example, a customer reference displays for your lead if a customer has purchased a similar product or service. You can leverage the reference details for effective lead follow-up.

The leads UI is designed to ensure that you're productive and can readily access related lead information with as few clicks as possible. Supporting data related to each lead is included in the contextual area for easy reference. It includes references to all open leads and open opportunities for the lead customer, as well as supporting collateral. This information is useful to the lead sales team to facilitate an effective lead follow-up.

What happens if I convert a lead to an opportunity?

You convert a lead to an opportunity when the lead is qualified and is ready for further processing along the sales cycle. Once the conversion is successfully completed, you can review the newly created opportunity using the opportunities UI. During your review, you might want to retain only a select few lead product lines to pursue as revenue on the opportunity. Since the conversion process automatically creates product lines (representing revenue) from all lead lines, you can remove unwanted product lines from the opportunities UI.

You can view opportunities associated with leads in the leads UI. When you convert a lead to an opportunity, the following rules may apply depending on the setup criteria for your company:

  • The person converting the lead becomes the primary sales team member for the opportunity.

  • The customer reference on the original lead is maintained for the opportunity.

  • The associated lead team members are copied with the same primary team member.

  • The newly created opportunity is assigned to the appropriate sales territories.

How can I copy notes, attachments, and activities during Lead to Opportunity conversion?

You can copy notes, attachments, and activities from a lead record to an opportunity record during the lead to opportunity conversion process. Your administrator must set the Standard Reference Copy Lead to Opportunity Map value to the Direct Lead to Opportunity Mapping profile option.

Can I create more than one opportunity from a single lead?

Yes, you can convert the same lead into another opportunity and then delete unwanted product lines. For example, during your review of an opportunity, you decide you want to retain only a select few of the lead product lines to pursue as opportunity revenue. Since the conversion process automatically creates the product lines from all lead lines, you can remove unwanted product lines from the opportunity details page. You can, at a later stage, create another opportunity from the removed lead product lines by converting the lead to an opportunity again. You can then decide to keep only those product lines that you want on the newly created opportunity.

Why can't I see converted leads in my list of opportunities?

If you don't see the converted lead in your list of opportunities, this means that the opportunity is assigned to a different territory.

The different record sets provided in the Saved Searches window restrict your saved searches to different sets of leads.

The following table lists and describes the record sets for leads. Not all record sets are available to all users. For example, the record sets involving subordinates are available only to managers.

Tip: To improve saved search performance, restrict your saved searches to smaller record sets. For example, rather than searching all the records you can see, search all the records in your territory hierarchy. Or restrict your searches to a smaller geographical area. For example, search all the leads in one state instead of the whole country.
Record Set Name Description

I own

Leads you own, including those leads you created or where ownership is assigned to you.

I am on the team

Leads where you're on the lead team. You are on the lead team if you're the lead owner or were added as a member by another team member.

My territory

Leads in your sales territories.

My subordinates own

Leads where you or your subordinates are on the lead team.

My territory hierarchy

Leads in your sales territories and all of their subordinate territories in the sales territory hierarchy.

All records I can see

Leads that you can view based on your lead team membership, sales territory assignments, your position in the organization, and security permissions.

Can I perform a mass update for leads of different business units?

You can't perform a mass update of modified values for leads that apply to different business units. A dialog box is displayed if the selected leads belong to different business units which don't share the same reference data sets. You must remove the set-enabled attribute for the offending leads and perform the mass update only for leads with business units containing the same reference data sets. For more information on reference data sets, see the topic How Business Units Work with Reference Data Sets. Also, consult the online help, using keywords "reference data".

The Source field value is removed from the lead details each time the lead business unit (BU) is changed. You enter your source field value based on a BU and set ID lookup types when you create a lead. Since multiple business units can exist, the set ID lookups are reset each time a BU is changed to reflect the values specific for the changed business unit. For more information about lead business units and set ID lookups, see the Multiple Business Units in Leads section of the Implementing Sales guide.

Where can I find the primary phone number for my lead contact?

The primary phone number for you contact is available from the Contacts overview page. The phone number displayed is the same phone number that's displayed in the Contact Phone field in the Edit Lead summary page.

What happens when I enter a last name with two parts?

During lead creation, if you enter a value for Last Name with two parts that aren't separated by a hyphen, the application removes the first part of the last name and moves the value to the Middle Name.