15Opportunities

This chapter contains the following:

Opportunities allow organizations to support the full sales process, from leads, to opportunities, to sales, to follow-up analytics. Within opportunities, sales organizations can capture a wide variety of information related to an opportunity, such as customer (account) and the products to be sold. They can use the supplied sales methods and sales stages to step the opportunity to its eventual conclusion.

In addition, account intelligence, sales actions, and historical sales analysis further enable salespeople to increase their win rates by offering data-driven pipeline management and recommendations for the next best sales action. For example, setting win probability variance thresholds and providing multiple recommendations per opportunity enables sales representatives to optimize their sales opportunities.

This table lists opportunity features.

Feature Details

Support the sales life cycle

Create, manage, and close opportunities, supporting the entire sales life cycle. By integrating with leads, you can convert leads to opportunities. Post-sale, take advantage of supplied business intelligence reports related to sales.

Maintain opportunity information

Here are just some of the data that sales teams can capture for an opportunity:

  • Accounts: You can associate an account (for example, a customer or prospect) with the opportunity.

  • Opportunity owner: The person who creates an opportunity is automatically assigned ownership. You can change owner if needed.

  • Contacts: You can associate contacts with an opportunity. In addition, you can specify a contact's role, affinity, and influence level on an opportunity. A single contact can be marked as primary.

  • Currency: The application supports multiple currencies at both the opportunity header and revenue-line levels.

  • Budget: A Budgeted indicator lets you display whether the opportunity revenue amount has been budgeted by the customer, as well as the date that the budget was made available.

  • Competitors and partners: You can associate partners and competitors with opportunities, both at the opportunity and revenue line levels.

  • Marketing data: The Source field allows the association of sales campaigns with an opportunity.

  • Mass update opportunities: Allow sales personnel to update several opportunity attributes at once on multiple opportunities.

Employ sales methodology

Your company can employ its own sales methodology by using the supplied sales methods and stages. For each sales stage, administrators can create action items (process steps), task templates, recommended documents, assessment templates, and fields that are required for use in opportunities. In addition, administrators can specify a different default win probability percentage for each sales stage.

Use Sales Coach for guided selling

Sales Coach, part of sales methods, guides salespeople through each step of the sales cycle with an organization's own sales methodology and best practices. The action items (process steps), task templates, recommended documents, assessment templates, and mandatory fields set up by your administrator in each of the sales stages translate into guided notes and appropriate opportunity UI interactions.

Leverage the product revenue model

Opportunities support a product revenue model that features revenue-based forecasting, products and product groups, recurring revenue, and revenue data captured at the line level, such as win probability, close date, include in forecast, and status.

Support recommended actions

Prompts salespeople to respond to the next best set of recommended actions for customer engagement, drive pipeline and determine how often to reach out to customers post sales.

Here are some of the benefits of the next best sales action feature:

  • Support multiple recommendations per opportunity.

  • Enables smarter sales experiences and optimizes the selling process.

  • Provides a percentage win probability in comparison to other opportunities from your sales organization or a prediction about the close date of the opportunity.

    For example, based on historical data, the likelihood to close an opportunity is less than 40%.

  • Supports user feedback per opportunity.

  • Enables administrative and supervisory controls.

    For example, manage the win probability variance thresholds for opportunities and define user actions to suit the organization's requirements. As salespeople update the opportunity information, win likelihood and recommended actions are regenerated.

Assign sales team

Opportunities align with territories and the assignment engine for rule-based or territory-based autoassignment of salespeople to opportunities. In the team pages, you also can manually add sales team members to an opportunity.

Allocate sales credit

By allocating sales credit to salespeople on product lines, you can capture the amount of credit salespeople receive for the sale. You can track direct, channel, and overlay resources and their contributions using revenue and nonrevenue credit splits.

Use forecast territories on product lines

By integrating with forecasting, you can use forecast criteria to automatically include product-line revenue in the forecast. You can leave the default forecast territory on the product lines or assign another forecast territory. The forecast is refreshed in real-time from revenue when an opportunity is created or updated.

Assess opportunities and their products, contacts, and competitors

You can use assessments to evaluate the health of an opportunity or an opportunity product, contact, or competitor. After setup by the administrator, assessments are available to salespeople in the Assessments tab.

View business intelligence reports

Several supplied business intelligence reports give you views into sales metrics, from lists of opportunities and accounts, to pipeline data, sales team performance, and other revenue metrics.

Opportunity Management

What opportunities are displayed for My Open Opportunities and Open opportunities where I am on the team?

Selecting the My Open Opportunities list displays a list of all of the open opportunities expected to close within the current calendar or fiscal period where you're listed as the opportunity owner. You're automatically the opportunity owner if you created the opportunity. You also can be assigned as the owner by someone else.

Selecting the Open opportunities where I am on the team list displays a list of all of the open opportunities expected to close within the current calendar or fiscal period where you're on the opportunity team. You're on the opportunity team if you created the opportunity or you can be assigned to the team either by an automatic assignment process or by another team member.

In the opportunities landing page, several different saved searches retrieve specific sets of records. Here's a list of the record sets. Not all record sets are available to all users. For example, the record sets involving subordinates are available only to managers.

Note: The My territory membership and My territory membership hierarchy record sets are predefined but you must enable them before your salespeople can use them.
Record Set Name Description

All records I can see

Opportunities that you can view based on any of the following:

  • Your opportunity team membership

  • Sales territory assignments on opportunity, customer, or partner accounts

  • Your position in the organization

  • Security permissions

I own

Opportunities you own include those opportunities you created or where ownership is assigned to you.

I am on the team

Opportunities where you're on the opportunity team. You're on the opportunity team if you're the opportunity owner or if you were added as a member.

My territory

Opportunities within sales territories you own.

My territory hierarchy

Opportunities within sales territories where you're the territory owner or the descendant territory owner.

My territory membership

Opportunities for your territory where you're either the owner or a team member of a territory assigned to the opportunity.

My territory membership hierarchy

Opportunities for your sales territories where you're the territory owner or member and all of your subordinate territories in the sales territory hierarchy assigned to the opportunity.

My subordinates own

Opportunities owned by you and your subordinates.

My subordinates are on the team

Opportunities where you or your subordinates are on the opportunity team.

Yes, you can sort the records returned from your opportunity search by last updated date in descending order. Request your administrator to change the Opportunity List Sort profile option from N to Y. You can then quickly review and action recently updated opportunities.

Why did some fields change when I changed the sales stage?

When you move an opportunity from one sales stage to the next, the opportunity-level win probability increases to reflect the progress of the opportunity. The win probabilities of all product lines that are in sync with the opportunity-level win probability also change to match the opportunity-level probability.

During setup, the administrator can specify the default win probability for each sales stage.

Several fields are initially set to default values when you create an opportunity, as described in this topic.

Following are the fields initially set to default values when you create an opportunity:

  • Sales Channel: Set to Direct

  • Currency: Determined by the settings in user preferences

  • Win Probability: Set to percentage determined by sales method or profile option

  • Close Date: Set to 90 days from creation date

  • Status: Set to Open

  • Sales Method: Set to default sales method

  • Sales Stage: Set to first sales stage in default sales method

  • Owner: Set to user creating opportunity

  • Revenue: Set to zero

  • Worst Case: Set to zero

  • Best Case: Set to zero

  • Opportunity Number: Unique, application-generated number

  • Created By: Set to user creating opportunity

  • Creation Date: Set to current date

  • Include in Forecast: Based on forecast settings

Opportunity Name is the only field required to be filled out when creating an opportunity. Note, however, that the name and sales account combination must be unique. In other words, you can't have two opportunities with exactly the same name and associated to the same sales account.

If you change win probability at the opportunity level, the application updates the win probability of all opportunity product lines that are in sync. In addition, if you update win probability at the product level, the product lines included in the forecast may change, depending on whether the line matches forecast criteria or not.

When defining a sales method, administrators can insert the average close window of the sales method, in days. The value is then used to set the default close date of opportunities using that sales method.

What's a billing account on an opportunity?

A billing account on an opportunity is the customer's financial account to be used for the transaction.

How can I copy an opportunity?

While viewing the opportunity details, select Copy Opportunity from the Actions menu and enter a new, unique name for the opportunity.

What is copied when I copy an opportunity?

The application copies the following attributes when you copy an opportunity:

  • Opportunity header attributes, including standard and user-defined fields

  • Contacts

  • Products:

    • Revenue information, such as quantity, unit price, revenue amount

    • Schedule information and the underlying scheduled transactions

    • Sales credits, including recipients, amounts, and percentages

    • User-defined attributes of revenue

  • Sales team, including partner resources

  • Source

  • Partners

  • References

  • Competitors

  • Leads

  • User-defined child objects of the opportunity

The following aren't copied:

  • Notes

  • Tasks

  • Appointments

  • Assessments

  • Attachments

  • Deal registrations

What happens to forecasted revenue when an opportunity is changed?

The current forecast is automatically updated to reflect the changes. Past forecasts remain unchanged. Scheduled processes synchronize changes to territories and update active forecasts.

To delete an opportunity, open it for editing and click Delete Opportunity from the Actions menu.

After you delete an opportunity, it's no longer available in the application.

Can I create opportunity lists from territory membership record sets?

Yes, you can use record sets to create opportunity lists based on both territory membership and territory membership hierarchy filtering criteria. For example, you can now create lists for opportunities for your territory where you're the territory owner or a team member of a territory assigned to the opportunity. If you're a manager, you can filter records where you're either the owner or a member of a territory assigned to the opportunity, or owner or member of a territory that's ascendant to an assigned territory. Request your administrator to enable the My territory membership and My territory membership hierarchy values to display in the opportunity search filter record sets.

Use the mass update feature to update several fields on multiple opportunities at once. For example, you can update the status or add comments for multiple opportunities without having to go into each individual record.

Among the fields that you can update are:

  • Account

  • Budgeted

  • Close Date

  • Comments

  • Currency

  • Date Budget Available

  • Estimated Deal Duration

  • Include in Forecast

  • Level of Risk

  • Owner

  • Primary Competitor

  • Primary Contact

  • Sales Stage

  • Status

  • Win Probability

  • Win/Loss Reason

These predefined fields can't have a blank value:

  • Currency

  • Close Date

  • Sales Stage

  • Include in Forecast

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 opportunities at once:

  1. Navigate to the Opportunities 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.

Use Slack for Opportunities

View Your Opportunities 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 would like to quickly review a list of the main opportunities owned by you and take some actions. You can do all 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 list of the top five opportunities owned by you with the close date in the current fiscal quarter. You can also log a call, create a task, or schedule a meeting for each listed opportunity.

To view your top five opportunities with the close date in the current fiscal quarter in 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 opportunities if you select the following:
    • Private channels

    • Any user under direct messages

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

  4. Press Enter.

    Your top five opportunities are displayed. The following fields are displayed for each opportunity:

    • Stage: For example, Qualification or Closed

    • Close Date

    • Account

    • Win Probability (%)

    • Amount

    • Currency Code

    • Recommended Action

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

Create a Task for Your Opportunity from Slack

You can create tasks for your top five opportunities in Slack. When you create a task in Slack, you're the default owner of the task. If you want to assign the task to someone else, you can do so only in your sales application, and not from Slack.

To create a task for your opportunity from Slack:

  1. Use the /ec-my-opportunities command in Slack to view a list of your top five opportunities.

    For more information about how to use the command, see "View Your Opportunities in Slack".

  2. Navigate to the opportunity for which you want to create a task.

  3. Click Create a Task.

  4. In the Create a Task dialog box, enter a subject in the Subject field.

    For example: Follow up with customer.

  5. In the Due Date field, enter the date and time for the task.

    Note: Ensure that you specify the date and time only in the following format: YYYY-MM-DD HH:MM AM or PM. For example: 2019-08-16 09:15 AM

    The time zone that you have set in your Slack profile is used.

  6. From the Type drop-down list, select the type of task.

  7. From the Priority drop-down list, select a priority for this task.

  8. In the Description field, enter a description for the task.

  9. Click Submit to complete the process or click Cancel to discard it.

After you create a task, it shows up among the Open Activities in the Activities tab of this opportunity in your sales application.

Log a Call for Your Opportunity from Slack

After you complete a call with your customer, you can also log the call details from Slack.

To log a call for your opportunity from Slack:

  1. Use the /ec-my-opportunities command in Slack to view a list of your top five opportunities.

    For more information about how to use the command, see "View Your Opportunities in Slack".

  2. Navigate to the opportunity for which you want to log a call.

  3. Click Log a Call.

  4. In the Log a Call dialog box, enter a subject in the Subject field.

  5. From the Priority drop-down list, select a priority for the call.

  6. In the Description box, enter a description for the call.

  7. Click Submit to complete the process or click Cancel to discard it.

After you log a call, it shows up among the Completed Activities in the Activities tab of this opportunity in your sales application.

Schedule a Meeting for Your Opportunity from Slack

To schedule a meeting for your opportunity from Slack:

  1. Use the /ec-my-opportunities command in Slack to view a list of your top five opportunities.

    For more information about how to use the command, see "View Your Opportunities in Slack".

  2. Navigate to the opportunity for which you want to schedule a meeting.

  3. Click Schedule Meeting.

  4. In the Schedule Meeting dialog box, enter a subject in the Subject field.

  5. In the Start Date field, enter the start date and time for the meeting.

    Note: For both the start date and end date, ensure that you specify the date and time only in the following format: YYYY-MM-DD HH:MM AM or PM. For example: 2019-08-16 09:15 AM

    The time zone that you have set in your Slack profile is used.

  6. In the End Date field, enter the end date and time for the meeting.

  7. In the Description field, enter a description for the meeting.

Recommended Actions

Opportunities allow organizations to support the full sales process, from leads, to opportunities, to sales, to follow-up analytics. Within opportunities, sales organizations use the supplied sales methods and sales stages to step the opportunity to its eventual conclusion. Account intelligence, sales actions, and historical sales analysis further enable salespeople to increase their win rates by offering data-driven pipeline management and recommendations for the next best sales recommended actions. For example, setting win probability variance thresholds and providing multiple recommendations per opportunity help sales representatives optimize their sales opportunities.

Using the recommended actions feature lets sales representatives know which opportunities to focus on, which ones are at risk to close, and specifically, what's the next best recommended action to take to close opportunities.

Your administrator must enable the Enable Adaptive Intelligence profile option (ZCA_ENABLE_ADAPTIVE_INTELLIGENCE) and extend the opportunity detail page to display the Recommended Actions section and related steps in the opportunities UI.

This table lists some of the ways recommended actions can help close deals.

Feature Details

Smarter sales experiences and optimizes the selling process

Helps you identify best opportunities to pursue based on:

  • Current and past deal assessments

  • Opportunities needing most attention

  • Sales volatility

Multiple recommendations per opportunity

Prompts you to respond to the next best set of actions to help you engage with your customer and further extend the sales pipeline. For example, provide the relevant data to:

  • Perform competitive analysis through competitive data alert messages.

  • Initiate a follow-up call with the customer.

  • Focus on the top five deals, to reduce sales volatility.

  • Determine the likelihood of closing an opportunity.

  • Provide a percentage win probability in comparison to other opportunities from your sales organization or a prediction about the close date of the opportunity.

    For example, based on historical data, the likelihood to close an opportunity is less than 40%.

User feedback per opportunity

Lets you provide feedback, such as to how helpful, or not, are the recommended next best actions provided for the opportunity. Salespeople can select the recommended action they completed or signify whether or not the suggested action was helpful.

Administrative controls

Enables sales administrators to manage the win probability variance thresholds for opportunities. As you update the opportunity information, the application regenerates win likelihood probability and recommended actions.

You must complete the following configuration steps in Oracle CX Sales to ensure that recommendations are displayed on opportunities:

  • Update relevant profile options.

  • Add the Recommended Action column to the Opportunities page using Application Composer.

For more information, see the Oracle Adaptive Intelligent Apps for CX - Implementing Adaptive Intelligent Sales guide on Oracle Help Center (https://docs.oracle.com).

Recommended actions in opportunities are prompts that provide you with suggestions about how to reduce the risk of opportunities being lost. The prompts, which leverage adaptive intelligence data, guides you by suggesting which actions can improve the likelihood of winning and closing deals. You can regenerate the win likelihood and recommended actions by providing feedback and updating information for the opportunity.

Recommended Actions

Using adaptive intelligence, system learning, and other data science capabilities, optimized recommended actions and predicted win likelihood data is presented to you for opportunities. Recommended actions provide insights into the possible issues in the opportunity and suggest recommended actions to improve your chances of winning the opportunity. You engage with those opportunities requiring the most attention and move them to the next sales stage. For example, suppose the role marked as the primary contact on an opportunity correlates with a low win rate in the past. The reason might be that this contact isn't the decision maker in the customer organization. Therefore, the adaptive intelligent algorithm recommends that you check that the primary contact is the decision maker.

Other examples of recommended actions include:

  • Schedule an appointment

  • Focus on the top five deals to reduce sales volatility

  • Perform competitive analysis

  • Other opportunity-specific recommended actions prompted to move a deal to the next sales stage and closer to a win

Feedback on Recommended Actions

When you select a recommended action for a specific opportunity, a dialog box appears which provides additional information about the recommended action. There's also a link to any additional recommended actions to take for the selected opportunity. After reading the explanation or after you perform the action, you can indicate if the suggestion was helpful or not. You can also indicate whether the recommended actions were helpful with moving the opportunity to the next stage.

You provide feedback by clicking either Good Suggestion or Not Helpful. As soon as you provide your feedback, the recommendation isn't visible anymore.

Create a Task from Recommended Actions

You can create a task for each recommended action by clicking the Task icon from the contextual Recommendations dialog box. You can also create a task from the edit opportunity's recommended region page by clicking Create Task to create a related task for yourself.

What's the difference between win probability and predicted win probability?

Win probability represents the likelihood (in percent form) of winning the opportunity. You manually set the win probability at the opportunity level for the sales stage. If you don't want your sales stages to control opportunity win probability, make sure that no value exists in the win probability field.

The predicted win probability displays the automated predicted win probability based on adaptive intelligence (AI), system learning, and other data science capabilities. It provides a percentage of the predicted win probability in comparison to other opportunities from your sales organization or a prediction about the close date of the opportunity. For example, the adaptive intelligent models might suggest a win probability for an opportunity that's significantly different to the salesperson's estimation. In that case, your sales application displays a warning icon on the Opportunities page.

You can hover over a warning indicator icon next to the Win Probability (%) field which is displayed only when the differences between the win probability percentage value and the predicted win probability percentage value is greater than the defined threshold. The text is read only and displays both win and AI predicted probability values as well as the Opportunity name.

What's the difference between Recommended Actions, Action Items, and Recommended Documents?

Recommended actions in opportunities are the next best sales recommendations for you to follow. Helping you manage your pipeline, recommended actions are based on account intelligence, sales actions, and historical sales analysis. Action items and recommended documents are coaching components or job aids associated with a specific sales stage. Each sales stage potentially can have multiple action items and recommended documents associated with it.

Action items are steps you should follow during a sales stage. For example, your company might recommend that you interview a potential customer, develop a product list, and schedule a presentation for a product launch.

Recommended documents are helpful documents and resources, such as customer letter templates, relevant websites, and training materials.

Opportunity Team Members

You must have Full or Edit access control privileges to add or remove team members to or from an opportunity. From the opportunity team page, you can add team members to the opportunity team. You can also view assigned territories and the associated territory team members on the opportunity team by selecting Territories from the Show list of values. With View Only access, you can view team members but not update them.

Add a Member to an Opportunity

As owner of the opportunity, you're listed on the opportunity team page as the owner with Full access.

Here's how to add a member to an opportunity.

  1. Sign in to the application as a user with access to opportunities, such as a salesperson or sales manager.

  2. Navigate to Sales > Opportunities.

    The opportunity landing page displays your opportunities.

  3. Find an opportunity and edit it. Or, create an opportunity and save and edit it.

  4. From the Edit Opportunity page, click the Team icon to open the Team page.

  5. Click Add Team Members.

  6. Search for the team member you want to add to your opportunity team.

  7. Select the team member you want from the Search Results, then click OK.

  8. Select the access level control for the team member's privileges from the Access list of values.

  9. Select the function for the team member from the Function list of values.

  10. Click Save to add the team member to the opportunity team.

    You can change the primary owner of the opportunity by selecting Owner from the team page.

Note: You can remove a team member from the opportunity team by clicking the delete icon represented by X next to the team member. However, you can't remove the owner from the opportunity team.

Sales Coach

Sales Coach is a mechanism to present best practice sales methodology and teaching aids to help improve your sales effectiveness. Administrators set up Sales Coach by associating action items and recommended documents with a sales stage. You can then view these items as you progress your opportunities. The coaching components or job aids are associated with a specific sales stage. Each sales stage potentially can have multiple action items and recommended documents associated with it.

Here are the areas that administrators can define for each sales stage:

  • Action items (process steps)

  • Recommended documents

Action Items

Action items are steps you should follow during a sales stage. For example, your company might recommend that you interview a potential customer, develop a product list, and schedule a presentation for a product launch.

Recommended Documents

Recommended documents are helpful documents and resources, such as customer letter templates, relevant websites, and training materials.

Opportunity Access

The security reference implementation provided by Oracle determines who can access opportunity information in your sales organization.

Whether or not you can access a particular opportunity depends on your membership in the resource and territory hierarchies. You can access an opportunity if:

  • You create the opportunity.

  • You're on the opportunity sales team.

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

  • You're the owner or are a member of the territory assigned to the opportunity.

  • You're the owner or member of a parent territory of the territory assigned to the opportunity.

  • You're assigned to a territory for the account associated with the opportunity.

  • You're assigned to a territory that's a parent of the territory for the account associated with the opportunity.

Salespeople can see all opportunities related to their accounts but access differs between territory members and opportunity members:

  • An opportunity owner gets full access to the opportunity, which includes the ability to edit as well as add and remove team members.

  • Owners and members of territories or of parent territories assigned to the account of the opportunity get read-only access to the opportunity and aren't added to the opportunity sales team.

  • Owners and members of territories assigned to the opportunity product lines are added as a distinct list of territories to the opportunity sales team. Owners and members of these territories get full access to the opportunity. Depending on a profile option, either only the owner or all the members of the territory are added as resources to the opportunity sales team. Regardless of the access level for these members as a resource on the opportunity team, they always have full access.

    Owners and members of parent territories of the territory assigned to the opportunity aren't added to the opportunity sales team but they always get full access.

The following diagram illustrates some of the different ways you can gain access to an opportunity:

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

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

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

  • Owners of parent territories can access the opportunity through the sales territory hierarchy.

This diagram shows who in a sales hierarchy can access an opportunity.

How data security policies determine access to
opportunities
  • Agent A can access the opportunity because she created it. When you create an opportunity, you're the initial owner.

  • Agent B can access the opportunity because he's on the sales team.

  • Sales managers who are higher up in the management chain can also see the opportunity because access is provided through the resource hierarchy. The managers of Agent A and Agent B can access the opportunity information, but agent A and Agent B's colleagues can't.

  • Agent C can access the opportunity because he's the owner of the NW territory. The owner of the parent territory can also access the opportunity.

  • Sales administrators can access the opportunity.

Note: Access using accounts isn't shown in this diagram.

Special Access

Some access isn't affected by the management hierarchy and membership in sales teams or territories. This special access includes:

  • Administrators: Users assigned the Sales Administrator job role get full access to opportunities 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 Protection: Salespeople assigned to an opportunity retain the sales credit on an opportunity even if they're moved to another opportunity.

Salespeople can see all opportunities related to their accounts. However, depending on how your opportunity access profile has been set up, your access may be different between territory members and opportunity members. If you're listed as the owner of the opportunity, you have full access to the opportunity, which includes the ability to edit as well as add and remove team members. If you're a territory or ancestor territory member assigned to the account of the opportunity, you can edit some fields in the opportunity record, but you can't make changes to the team or change the record ownership.

For example, the following fields in the edit opportunity page aren't editable for territory or ancestor territory members:

  • Name

  • Account

  • Primary Contact

  • Owner

  • Status

  • Currency

  • Sales method

  • Sales Stage

  • Primary Source

Why can't I see the Partners tab and Primary Partner field when I edit an opportunity?

When editing an opportunity, you need the right privileges to see partner information. Contact your administrator for more details.

Sales Competitors

Want your team to get insight into the competition while working deals? It's easy -- simply set up your competitor records and then associate competitors with your opportunities. After you add information on the competition and associate competitors with opportunities, you and the rest of your sales team can access to important competitor data that can help you more effectively close deals.

Here's the type of details you can store on the competition:

  • Company details, such as stock symbol, website, industry, and geography

  • Perceived threat level, such as high, medium, or low

  • Experts who have knowledge about the competitor

  • Collateral about the competitor, such as data sheets and the like

  • Opportunities where the competitor is associated

  • Revenue at stake, which is potential revenue that could be lost

  • Notes about the competitor

Link Competitors with Opportunities

When you're ready to enter competitor information on a deal, link competitors at the opportunity-level or at the product-line level. Once linked, the competitor and opportunity are associated in the competitor's profile screens (available in the Competitor pages of Sales, outside of the opportunities UI). The revenue amount entered on an opportunity drives the revenue-at-stake metric, also available in the competitor profile screens. See the related topics for more information.

Sales administrators can store a many details about sales competitor companies. As a salesperson, you can associate competitors with opportunities to get insight into which competitors may have won a deal against your company. You can also use competitor details when you want specific information about a competitor during a sales deal.

Here's how to view competitor information:

  1. Navigate to Sales > Competitors.

  2. Select a competitor in the list and view the details.

  3. Here's a summary of information that gets stored about competitors in their profiles:

    Field Description

    Organization Name

    Name of the competitor.

    Name Suffix

    Value appended to the name of the Organization Name for the competitor.

    Chief Executive Name

    Name of the competitor company's chief executive officer or highest-level employee.

    Line of Business

    Line of business of the competitor company's products.

    D-U-N-S Number

    Dun & Bradstreet Corporation unique nine-digit identification number for the competitor company.

    Organization Size

    Size of the competitor company.

    Year Established

    Year the competitor company was first started.

    Threat Level

    Perceived threat level of the competitor in closing deals, such as low, medium, and high.

    Year Incorporated

    Year the competitor company was first incorporated.

    Stock Symbol

    Stock symbol for the competitor company in the financial markets.

    Fiscal Year End Month

    Month that the competitor company closes its fiscal year.

    Dun & Bradstreet Corporation Credit Rating

    Credit rating of the competitor company with Dun & Bradstreet Corporation.

    Privately Owned

    Indicates the competitor company is privately owned.

    Minority Owned

    Indicates that the competitor company is minority owned.

    Small Business

    Indicates that the competitor company is a small business.

    Status

    Status of the competitor record, either active or inactive.

    This table shows the information available in the details tabs of the Edit Competitor page:

    Item Description

    SWOT Analysis

    Strength, weakness, opportunity, and threat (SWOT) value for a competitor. This analysis helps you understand, plan, and craft an effective competitive strategy when facing a competitive threat on a deal.

    Product groups

    Product groups the competitor company is associated with. You can associate product groups using the Competitive Presence node in the desktop UI customer pages.

    Opportunities

    View historical and current opportunities associated with the competitor.

    Attachments

    Attachments are files, free-form text, or URLs that can give you information that helps you position products or solutions against specific competitors.

    Internal Experts

    Internal experts are people in your company who are experts on the competitor.

    Geographies

    Geographies where the competitor company is present.

    Industries

    Industries where the competitor competes with your company.

You can also view revenue at stake for the competitor. The Revenue at Stake area in the Edit Competitor page shows the revenue that potentially could be lost to the competitor. The data comes from product or product group revenue on the opportunities where the customer is present.

You may want to view notes associated with the competitor, if entered by the administrator. Notes are stored in the contextual area of the Edit Competitor page.

Capture the competitive information for a deal when you associate competitors with an opportunity, either at the header-level or product-line level.

Associate Competitors at the Opportunity Level

Here's how you associate a competitor at the opportunity level:

  1. Sign in as a sales user, such as a salesperson or sales manager.

  2. From the Sales > Opportunities page, drill into an opportunity.

  3. Depending on how the application is configured, you can access competitors on an opportunity by:

    • Use the Competitors subtab: If it's enabled, click the Competitors subtab and make your changes in the Competitors page.

    • Use the Primary Competitor or Competitors field: If they're enabled, these fields appear in the edit page.

  4. In the competitor association pages, you can:

    • Search for and select a competitors to add to the opportunity.

    • Remove competitors from the opportunity.

  5. Save your changes.

Note: To associate multiple competitors with an opportunity, more than one competitor must be set up in the application. Competitors are set up by the administrator.

Associate Competitors at the Product-Line Level

Here's how you associate a competitor at the product-line level on an opportunity:

Prerequisites:

  • More than one competitor must be set up by the administrator.

  • The administrator must have enabled the Competitor field in the Products table using Application Composer.

  • To select a competitor in the Competitor list in the Products table, it must first have been associated with the opportunity at the opportunity level. Competitors won't show up in the list of values in the Products table unless they were first added to the opportunity at the header level.

  1. From the Opportunities list, click the name of an opportunity to edit it.

  2. In the Primary Competitor list, click Search.

  3. Search for and select a competitor.

  4. Click OK.

  5. Save your changes.

  6. Add a product line to the table.

  7. In the Competitor list of values, select a competitor.

  8. Save your changes.

  9. Repeat this procedure to add more competitors.

FAQs for Sales Competitors

How can I see the opportunities that I lost to a competitor?

Look at the competitor record details. It includes a consolidated view of past and current opportunities where the competitor is at play. It gives you important details so that you can plan future sales strategies.

How can I see the win/loss distribution on competitors?

Use competitor analysis graphs to see why opportunities were won or lost. You can also analyze the reasons for losing or winning against specific competitors. As a sales manager, you can use this analysis to improve your overall deal success rates and revenues. For more information, see the Creating and Administering Analytics guide.

How can I see win/loss trends against selected competitors?

Take a look at the Win Loss Trends report. It displays opportunity revenue won by your organization against competitors. The report shows the number of wins and losses and closed-won opportunity revenue by quarter and by competitor. The report can also show overall opportunity won revenue and number of wins and losses regardless of whether there was a competitor on the opportunity. For more information, see the Creating and Administering Analytics guide.

Take a look at the list of your colleagues on the Internal Experts tab. The list contains experts who know something about the competitor.

SWOT stands for: Strengths, Weaknesses, Opportunities, and Threats. The SWOT attribute in the Competitors feature of your sales application gives organizations a way to examine the strengths, weaknesses, opportunities, and threats of a competitor.

Opportunity Assignment

How are territories assigned to opportunities?

You can't explicitly add territories to an opportunity. Rather, the assignment engine automatically assigns territories to opportunity product lines by matching the dimensional attributes of product lines to territory dimensions, such as Customer Size or Industry.

When the assignment engine assigns territories to opportunity product lines, the territory owner is also copied to the opportunity team.

Profile options set by the administrator determine the following:

  • Whether, when a territory is assigned to an opportunity product line, all territory team members are also copied to the opportunity team, in addition to the territory owner.

  • Whether the assign opportunity action is available from within an opportunity for salespeople to run assignment.

  • Whether the application runs assignment when salespeople save an opportunity.

Note: With partner integration, partner territories (territories whose sales channel dimension is equal to Partner) aren't assigned to product lines. Partner organizations can only be associated with an opportunity manually, or they can be automatically associated through an approved lead registration.

How do I assign team members automatically to an opportunity?

While editing an opportunity, from the Actions menu, select Save and Run Assignment.

You must have Full access to the opportunity to see the Save and Run Assignment action.

Tip: You can view assigned territories and the associated territory team members on the opportunity team in the opportunity Team pages.

Why can't I assign an opportunity?

You must have Full permission on an opportunity to see the Save and Run Assignment action.

Note that a profile option determines whether the assignment action is available in opportunities.

Lock assignment prevents a salesperson from being automatically removed from an opportunity through the assignment engine. Only users with Full access on the opportunity can check or deselect the Lock Assignment check box for sales team members.

With the deal protection feature, all salespeople are automatically protected from being removed from a product line for which they're receiving sales credit, or from the opportunity team, when territory realignment happens. Deal protection applies to sales resources that get automatically assigned to product lines as credit recipients or to the opportunity team using territory-based assignment.

A profile option set by the administrator specifies the default number of days for which salespeople are protected. An opportunity team member with Full access level can override the dates for which the protection is active.

Opportunity Closure

You can close opportunities as needed, for example, when they're won, lost, or no longer active.

When closing an opportunity, you may be required to enter a win/loss reason and a competitor, if enabled during setup.

There are two ways to close an opportunity:

  • Use the edit opportunity UI: See the topic, Close an Opportunity Using Edit Opportunity UI, for more information.

  • Use the update feature: See the topic, Close Multiple Opportunities, for more information.

You can use the Edit Opportunity page to close an opportunity by setting its status to one of the closed status categories and entering any required information.

Close an Opportunity

Here's how to close an opportunity from the Edit Opportunity page.

  1. Sign in as a salesperson and navigate to Sales > Opportunities.

    The opportunity landing page displays the list of your opportunities.

  2. Find an opportunity and edit it.

  3. From the Status field, select a status that belongs to a Closed status category. For example, select Won.

    The Close Date field changes to the current date.

    The Win/Loss Reason field becomes active.

    Note: Depending how your administrator configured the closing action, the Win/Loss Reason and Competitor fields may or may not require your input.
  4. Select a Win/Loss Reason, if required.

  5. Select a Competitor.

    This screenshot shows an example of the applicable fields when closing an opportunity in the Edit Opportunity page.

    Close opportunity fields in edit opportunity page
  6. Click Save or Save and Close.

    Tip: You can find closed opportunities by searching for them using the search utility.

You can select several opportunities in the opportunity list and close them at once. You must have Full or Edit access to the opportunities to update them.

Close Multiple Opportunities at Once

Here's how to close multiple opportunities at once.

Note: If Competitor is a required field in the close opportunity flow, the opportunities you update must already have competitors associated with them before you attempt to update them.
  1. Sign in as a salesperson and navigate to Sales > Opportunities.

  2. In the Opportunities overview (also called the landing page or list page), enter the search criteria for the opportunities that you want to close, and click Search.

    The application returns a list of results based on your search criteria.

  3. From the Actions menu, click Update.

  4. Select the opportunities you want to close.

    To select multiple opportunities, hold the Ctrl key down as you select them. You can click the Select All link if you want to close all the opportunities up to a maximum of 25. Click Deselect All to undo your selection.

  5. After you have made your selections, click the Update button.

    The Update Opportunities page appears. The page title indicates how many opportunities you're updating.

  6. From the Field drop-down list, select Status.

    After you make your selection, the application activates the corresponding Value column for data entry or selection.

  7. Select one of the values that belongs to a Closed status category. For example, select Won.

  8. Enter a Win/Loss Reason, if enabled as required by your administrator.

  9. If you want to enter a date to close your selected opportunities, enter Close Date in the Field drop-down list. Then enter a date to close the opportunities from the corresponding Value field.

  10. Click Add if you want to add more fields to update for your closed opportunities.

  11. Click Submit to commit the changes.

    A page appears, confirming that the changes were successfully applied.

  12. Click Close in the confirmation page to return to the overview page.

Examples of Using Opportunity Search Close Period and Close Date Range Fields

The opportunity search fields Close Period and Close Date Range can be used together or separately.

Use the Close Period field to set the calendar period for the opportunity close date. Predefined values are Current Quarter, Previous Quarter, Next Quarter, Previous and Current Quarter, Current and Next Quarter. When you set a value in this field, the Close Date Range field automatically changes to the dates for the calendar period.

To use the Close Date Range separately, enter your own Close Date Range values instead. The application clears the Close Period list so that it displays nothing.

Examples of Field Actions

Here's an example of the Close Date Range and Close Date fields working together:

  • The CRM calendar is defined as:

    • Q1 2014 - January 1 to March 31

    • Q2 2014 - April 1 to June 30

  • In January 2014, you select Current Quarter in the Close Period field.

    • The application sets the default Close Date range as 01/31/2013 to 3/31/2013.

Here's an example of using the Close Date field by itself:

  • You want to review opportunities for a five-month range: March 1 through July 31, 2014.

  • In the Close Date fields, you select 03/1/2014 to 7/31/2014.

  • The application clears the Close Period field and retrieves opportunities whose close date falls within the date range.

Opportunity Assessments

Perform an Opportunity Assessment

Opportunity assessments contain a series of questions, responses and comments that help you evaluate the health of an opportunity. After you answer the questions and submit the assessment, you get a rating score. Such feedback enables you better pursue the opportunity and increase the chance of winning the deal.

For example, you complete an assessment intended to determine whether an opportunity is healthy enough to offer the customer a 15 percent discount. Based on the assessment score, you and your manager determine whether the opportunity qualifies for the discount. Giving a discount increases the chance of winning the deal.

Assessments Available for Sales Stages

Assessments are enabled for a specific opportunity sales stage within the sales method used on the opportunity. Assessments available in one sales stage may not be available in another sales stage.

Perform an Opportunity Assessment

You must have Full or Edit access on an opportunity to perform new assessments and update existing assessments. With View Only access, you can view assessments but can't update them.

Here's how to perform an opportunity assessment.

  1. From the Navigator, click Opportunities.

  2. In the list of opportunities, select an opportunity to edit it. The Edit Opportunity page appears.

  3. Click the Assessments tab to open the Assessments page.

    Note that if only one assessment is available, it displays in the Assessments page, ready for entry.

    If multiple assessments are available, the most recently created (by the administrator) assessment displays. You can use the Show list of values to select other assessments.

    You can add assessments, if more are available, by clicking Add Assessment, and then selecting the assessment. The Add Assessment button displays only if multiple assessments are available.

After you submit an assessment, you can't revise it.

Update an In-Progress Assessment

Here's how to update an assessment that's in progress.

  1. From the Navigator, click Opportunities.

  2. In the list of opportunities, select an opportunity to edit it. The Edit Opportunity page appears.

  3. Click the Assessments tab to open the Assessments page.

  4. To retrieve the assessment you have in progress, click the Show list of values and select the assessment from the list. Note that the assessment that was worked on last is the one that appears by default in the Assessment tab.

View and Edit Assessment Comments

You can view all assessment responses, including free-form response text and comments. If the question has existing comments, then a two-line read-only Comments text box is displayed. If there's more than two lines' worth of text to display, then the text is truncated and ends with an ellipsis. You can click on the edit icon to view the entire text. You can also add a comment for questions that don't have existing comments to display.

Delete Assessments

Your administrator may have enabled the Delete Assessment button in the Assessments page. The delete action lets you delete an existing assessment. After you delete an assessment, it's available to rerun using the Add Assessment button. Note that you must have Full or Edit access on the opportunity to delete an assessment.

Perform Multiple Opportunity Assessments Using the Same Template

From time to time, you might want to reassess your opportunity information and perform several assessments for opportunities using the same assessment template. To perform multiple assessments per template, your administrator must set the profile option Enable Multiple Assessments Per Assessment Template to Yes at the site level.

You can add assessments, if more are available, by clicking Add Assessment, and then selecting the assessment template. When you add another assessment for your opportunity using the same assessment template, the application automatically generates an assessment name using the assessment template name plus a counter suffix. If you have an existing assessment for an opportunity named Discount Eligibility V1, then if you add another opportunity assessment using the same template, the new assessment name is displayed as Discount Eligibility V2. You can edit this name to suit your own requirements.

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

Perform Multiple Opportunity Assessments

Before you begin, ensure that your administrator has set the Enable Multiple Assessments Per Assessment Template (MOW_MULTIPLE_ASSESSMENTS_ENABLED) profile option to Yes. You must also have Full or Edit access on an opportunity to perform multiple assessments and update existing assessments using the same assessment template. With View Only access, you can view assessments but not update them.

Here's how to perform multiple opportunity assessments using the same assessment template.

  1. From the Navigator, click Opportunities.

  2. In the list of opportunities, select an opportunity to edit it. The Edit Opportunity page appears.

  3. Click the Assessments tab to open the Edit Opportunity Assessments page.

    If existing assessments are available for the selected opportunity, they're listed here.

  4. Click Add Assessment. The Add Assessment dialog appears

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

  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.

    The assessment status is changed to Submitted.

After you submit an assessment, you can't revise it.