20Leads

This chapter contains the following:

How to Handle Leads You Get from Trade Shows, the Web, and Other Outside Sources

The leads you get from the web, from trade shows, from marketing campaigns, or from lists you purchased aren't always of the highest quality. You want to contact the potential customer and verify the information before creating new account and contact records in your application. And you don't want to pass worthless leads to your highly-paid and busy field sales. This chapter outlines how you can set up a process for creating, verifying, and qualifying these kinds of net new leads. We are calling these leads "net new" leads because the account and contact information stays in the lead until the lead is qualified and converted. Our use case follows the common practice of using inside sales to do the initial lead qualification. But there's nothing stopping you from modifying the use case to suit your needs.

Use Case Overview

The fictitious company, Vision Corp., uses a team of inside sales representatives to verify the information in leads. All qualified leads are automatically assigned to field sales representatives for further assessment and conversion into opportunities. Here's an overview of the process:

  1. Net new leads can get created in one of three ways:

    • The leads are imported, perhaps by a sales administrator using the import macro you download from My Oracle Support.

    • The leads get created from an integration with a marketing application, such as Oracle Eloqua.

    • A salesperson can also create net new leads manually in the UI.

  2. Using an assignment rule you create, the application automatically assigns all inside sales representatives to the sales team on each of the imported leads. Being on the sales team, makes it possible for the inside sales representatives to view and update the leads, but it doesn't assign them ownership of the leads. Salespeople become owners of a lead only when they accept a lead.

  3. Individual inside sales representatives review the list of leads and accept the leads they want to work on. Accepting a lead lists you as the lead's owner.

  4. The inside sales representatives verify the information in each lead. They check for potential duplicates, contact the customer, and answer a standard list of questions in a qualification template that you set up for them.

  5. When leads meet the qualification criteria, the inside sales representatives set the leads to the qualified status.

  6. If the leads don't meet the criteria, the inside sales representatives retire them instead.

  7. The application automatically assigns the qualified lead to sales territories in the field sales organization.

  8. Field sales representatives review the individual leads assigned to them, and convert the promising ones to opportunities.

    The representative doing the conversion becomes the owner of the new opportunity.

  9. During the conversion process, the application creates new account and contact records of type prospect. The lead is automatically set to a converted status and linked to the account and opportunity records.

Here's a diagram that illustrates the processes:

Diagram of the Vision Corp. leads use case covered
in this chapter and described in the previous text.

How Inside Sales Accesses and Works Leads

  1. To find the imported leads to work on, the inside sales representatives select the Unaccepted Leads list (callout 1 in the screenshot).

    You create the saved search for this list during setup.

  2. Representatives accept ownership of the leads they want to work on, either by:

    • Selecting the Accept from the Actions list (callout 2).

    • Or by drilling down on the lead name (callout 3) and clicking the Accept button in the Edit Lead page.

    Screen capture of a partial Leads work area list
page with the Actions menu open. Callouts highlight the location of
key features described in the text.

    By accepting the lead, a representative becomes the lead owner and can now see the lead listed in the My Open Leads list.

  3. Inside sales representatives check if the account and contact information in the lead duplicates information already in the sales application. In our use case, the representatives check for duplicates manually in the leads UI by selecting the Check for Duplicates action.

  4. The representatives contact the customer and qualify the leads, guided by the questions you set up as part of a qualification template. Using the qualification template, while not mandatory, ensures everyone follows the same procedure for qualifying leads.

    Here's a screenshot of a sample qualification template. Salespeople access the template on the Qualification tab (callout 1) of the Edit Lead page. They answer the questions you provide (callout 2). These questions are organized in question groups, which serve as headings on the page. As they answer the questions, salespeople get visual feedback on the quality of the lead (callout 3). You select the ratings and color schemes during qualification template setup.

    Partial screen capture of the Qualification tab
on the Edit Lead page. The tab displays the qualification template.
Callouts show the location of feature of the template described in
the text.
  5. When inside sales representatives set the lead status to Qualified, an assignment process assigns the lead to the appropriate sales territory. The process also adds the appropriate field sales representatives to the sales team.

  6. The field sales representatives convert the lead to an opportunity by selecting the Convert from the Actions menu after viewing the lead.

  7. You can rename the opportunity and change ownership in the Convert Lead window (shown in the screenshot).

    Screenshot of the Convert window with sample data.

How You Import Leads Depends on the Lead Type

How you import leads depends on whether you're importing the net new leads described in this chapter or leads linked to existing accounts and contacts. Here are the main differences:

  • Net new leads

    You import the account and contact as part of the lead business object. Account and contact records are created only when the sales representatives convert the leads to opportunities. You can use the Excel macro provided by Oracle to import these types of leads.

  • Leads linked to existing accounts and contacts

    You must use IDs to reference the existing accounts and contact record in your import file. You can use the IDs you generated in your account and contact import files or you can export IDs from your application. You cannot use the leads import Excel macro for this type of import.

This guide discusses only the import of net new leads using the import macro. See the Understanding Import and Export Management guide to understand how to import the other types of leads.

Setup Overview

Here are the setup steps required to set up the Vision Corp. leads use case covered in this chapter.

Step Description Task Where to Get More Details

1

Expose two fields, New Account and New Contact, on the appropriate lead pages. To display net new leads you import, you must display the fields on the Edit Lead page. If you want salespeople to create net new leads, you must enable the fields on the Create Lead page. You may also want to display the fields on the UIs used to convert leads to opportunities and in the list page.

Application Composer

See the topic: Configure the Leads UI

2

Create the assignment rule to assign the leads to the inside sales representatives who will qualify them.

Manage Sales Lead Assignment Rules

See the topic: Set Up the Assignment Rule for Assigning Leads

3

Set two system profile options to enable lead assignment. Setting Lead Assignment Mode to Both turns on both rule-based and territory-based assignment. Setting the Assignment Rule for Rule Based Lead Assignment profile option tells the application which rule category to use.

Manage Sales Lead Profile Options

See the topic: Enable Lead Assignment

4

Before importing your leads, you can optionally change the values provided by Oracle for lead rank and the lead source channel. Salespeople can use lead rank, for example, hot or cold, to prioritize leads to work on next. The lead source channel indicates if the lead came from the web, an email, and so on.

Manage Set Enabled Lookups

See the topic: Change the Values for Lead Rank and Lead Channel

5

Import leads using the lead import macro. You can import up to 5,000 leads at a time.

None. You import from the Excel macro itself.

See the topic: Import Leads Using the Import Macro

6

Run the lead assignment process twice: the first time to assign the imported leads to inside sales and the second time to assign qualified leads to field sales. You can also schedule assignment process to run at regular intervals.

Manage Lead Processing Activities

See the topic: Run the Lead Assignment Process topic in this chapter.

7

Create a list that inside sales representatives use to view the imported leads that are available for them to work on.

None

See the topic: Create a List of Unaccepted Leads

8

Create lead qualification templates. Each template includes questionnaire you want inside sales to use as a guideline for qualifying the lead.

You can create one template for all leads or different templates for different users or products.

Manage Sales Lead Qualification Templates

See the topic: Create a Lead Qualification Template

9

Specify which qualification template you want to appear in a lead by default by setting the system profile option Advanced Lead Qualification Enabled. You can specify one template as the default for all leads, or have different defaults for different users and products.

Manage Sales Lead Administrator Profile Values

See the topic: Select Default Lead Qualification Templates

10

Sign in as one of the inside sales representatives and one of the field sales representatives to test your setup.

None

See the topic: Test Your Leads Setup

Configure the Leads UI

Changes You're Making to the Leads Pages

If your sales organization handles large volumes of unqualified leads and you want to prevent your sales data from getting cluttered with unverified account and contact information, read on. With a bit of setup, you can store account and contact names in the lead as text and create the account and contact records only after salespeople verify the information is legitimate and accurate. If a lead doesn't pan out, the information just stays in the lead.

Lead Pages Handle Only Leads for Existing Accounts

Here's how the application behaves by default:

  • When creating a lead in the UI, salespeople can only enter accounts and contacts that already exist in the application. If they want to create leads for completely new accounts and contacts, they must first create the appropriate account and contact records.

  • If you import completely new leads, as you do using the import macro, the leads get imported, but the new accounts and new contacts names don't show up on the Edit page.

Here's what the default Create Lead page looks like. The screenshot highlights the Existing Contact and Existing Account fields.

Create Lead page with Existing Contact and Existing
Account fields that are visible by default.

Two Fields Enable Net New Leads

You enable salespeople to view and enter the account and contact names in net new leads by exposing the New Account and New Contact fields in the UI. These fields allow you to enter the account and contact names as text.

Here's a screenshot of the Create Lead page highlighting the fields.

Create Lead page with the two new fields

You must expose these same two fields in the Edit Lead page and other pages required for your leads process. These pages include the Leads landing page and the pages used to convert leads into opportunities.

Here's how salespeople see net new leads:

Edit Leads page displaying the New Contact and
New Account fields highlighted in the screenshot.

Leads for existing accounts, display the existing contacts and accounts as links:

Edit Lead page highlighting the Existing Contact
and Existing Account fields displaying links.

Add the New Account and New Contact Fields to the UI

You must add the New Account and New Contact fields to the leads pages that salespeople use to create and qualify net new leads. Adding the fields involves creating custom layouts in Application Composer:

  1. Create and activate a sandbox.

  2. Create custom layouts for the appropriate pages and add the fields.

  3. Review your work in the leads pages.

  4. Publish the sandbox.

You may want to add the two fields to these pages: Note that the page names are bit different in the UI and in Application Composer.

UI Page Name Application Composer Page Name Comments

Leads

Landing Page

This is the landing page that opens when you navigate to the work area. Salespeople should see the New Account field displayed in the list of leads.

Create Lead

Creation Page

Add the fields to the create page if you want salespeople to create net new leads manually in the UI. If a salesperson comes back with a few business cards from a trade show, she may want to create leads individually.

Edit Lead

Details Page

This is the page that inside sales agents will use to verify the contact and account information, so you must expose both the fields. You must expose the fields here to display any net new leads you import using the lead import macro.

Convert Lead

Lead Convert Page

Converting a lead from a net new lead creates a new account, a new contact, and a new opportunity. Expose both fields so agents can see what they are converting.

Convert Leads

Mass Lead Convert Page

Page you use to convert multiple leads at the same time using the Qualify action from the list page.

Create and Activate a Sandbox

  1. Click Navigator > Configuration > Sandboxes.

  2. On the Sandboxes page, click Create Sandbox.

  3. Enter a name for your sandbox.

  4. In the All Tools section, select Application Composer as the tool you want to activate for this sandbox.

  5. Click Create and Enter to create and enter the sandbox.

The application displays a bar at the top of the page with the sandbox name.

Add the New Account and New Contact Fields to the Lead UIs

  1. In the Navigator, click Application Composer located under the Configuration heading.

  2. In the left pane of the Application Composer page, search for the Sales Lead object (callout 1 in the screenshot).

    Application Composer page highlighting the location
of the Search field, the Sales Lead object, the Sales Lead Pages icon
and the Duplicate icon.
  3. Open the Sales Lead object (callout 2).

  4. Click Pages (callout 3).

  5. For each of the pages where you need to expose the fields, do the following:

    1. Locate the page.

    2. Click Duplicate (callout 4).

    3. In the Duplicate Layout window, enter a new name for your layout or just click Save and Edit.

    4. On the Layout page, click Edit (the pencil icon).

    5. Scroll down in the Available Fields column to locate the New Account and New Contact fields and move them to the Selected Fields column.

    6. Use the arrow buttons to move the fields where you want them.

    7. Click Save and Close.

      You're returned to the Layout page, which reflects your changes.

    8. Click Done.

      You're returned to the Application Composer page.

Test Your Changes

  1. Click Home (the icon located at the top of the page).

  2. Navigate to the Leads work area by clicking Sales > Leads.

  3. Check to see if the New Account field displays as a column on the list page.

  4. Click Create Lead.

  5. Enter a lead name only.

  6. Click Save and Continue.

  7. On the Edit Lead page, enter test data in the New Account and New Contact fields.

  8. Click Save.

  9. Click Actions > Convert.

  10. On the Convert Lead page, click Submit.

    After the lead processing completes, the Edit Lead page displays the converted lead. The contact displays as a link in the Existing Contact field. And the account as a link in the Existing Account field.

  11. You can drill down in the account and contact links to see that the account and contact records have been created for you. From the Opportunity tab on the lead, you can also drill down into the opportunity created from the lead.

  12. If you need to make further changes, you can go back to Application Composer and edit the layouts again.

Publish Your Sandbox

After testing, publish your sandbox:

  1. Click on the sandbox name in the sandbox toolbar and select Publish.

  2. Click OK in the dialog box to navigate to the Sandbox Detail page.

  3. In the Sandbox Detail page, click Publish again.

  4. Click Continue to Publish in the warning message to confirm that you want to publish.

Set Up the Assignment Rule for Assigning Leads

You can use assignment rules to automatically assign your leads to sales resources or to sales territories. In this example, you set up a rule that assigns imported leads to sales resources, the inside sales representatives.

Creating an assignment rule involves the following three major steps:

  1. Create a rule set.

  2. Create the rule.

  3. Publish the rule set.

Create the Rule Set

You must create a rule set before you create your rule. The rule set makes it possible for you to have more than one rule for your lead assignment.

  1. Open the Manage Sales Lead Assignment Rules task from the Setup and Maintenance work area:

    • Offering: Sales

    • Functional Area: Leads

    • Show: All Tasks

    • Task: Manage Sales Lead Assignment Rules

  2. Select the Sales Lead Resource Rule Category from the Category list. You're assigning resources to the leads.

  3. Create a rule set:

    1. Click Add Row (plus sign icon) in the Rule Sets region toolbar.

    2. Enter a rule set name in the Name field and an optional description.

    3. Make sure that All is selected as the Filter.

      The All setting ensures that all the inside sales representatives are assigned to all of the lead sales teams so each sales representative can work any of the leads you import.

      If you selected Random as your filter value, then the inside sales representatives are assigned to the lead teams at random. Each representative would be assigned approximately to the same number of leads, but the representatives could not view and work on the leads assigned to the others.

    4. Save.

Create the Rule

Now create the rule to assign the inside sales representatives to all imported leads that are unqualified.

  1. With the rule set you just created selected, click Create (the plus sign icon) in the Rules region.

    The Create Rule page appears.

  2. Enter a rule name and an optional description.

  3. In the Conditions region, make sure the All conditions met operator is selected for the Rule Applies If field.

  4. Click Add Row (the plus sign icon).

  5. Now enter the first of the two conditions. This first condition ensures that the rule only assigns imported leads.

    Field Selection

    Object

    Sales Lead

    Attribute

    Import Activity Identifier

    Operator

    Is not blank

  6. Click Add Row again and enter the second condition. This condition assures that the rule assigns only unqualified leads.

    Field Selection

    Object

    Sales Lead

    Attribute

    Status

    Operator

    Equals

    Value

    Unqualified

  7. In the Action region, enter the names of the inside sales representatives who work the imported leads:

    1. Click Select and Add (plus sign icon).

    2. Search by name in the Select and Add window.

    3. Select the name.

    4. Click OK.

      Clicking Apply instead keeps the window open so you can add additional resources.

  8. Click Save and Close.

    You're returned to the Manage Sales Lead Assignment Rules page.

Publish the Rule Set

For the rule to become active, you must publish the rule set after each change by clicking Save and Publish on the Manage Sales Lead Assignment Rules page. The application lists the day and time when the rule was last published.

Here's a screenshot highlighting key features of the Manage Sales Lead Assignment Rules page.

Callout Name in UI Description

1

Name

Name of the rule set.

2

Rule Set Filter

The filter permits you to either assign all the resources in your rule to each lead sales team or to distribute the leads randomly among the resources.

3

Rules

Region from where you create the rules for the rule set.

4

Save and Publish

You must save and publish for your rules to become active.

Manage Sales Lead Assignment Rules page with callouts
highlighting fields described in the text.

Enable Lead Assignment

Enable lead assignment using both rules and sales territories by setting these two system profile options:

System Profile Option Display Name Value to Enter Description

Lead Assignment Mode

Both

Specifies if you're using rules, sales territories, or both for assigning leads. Vision Corp. is using both.

Assignment Rule for Rule-Based Lead Assignment

Sales Lead Resource Rule Category

Specifies the rule category for the rule used for lead assignment.

Here's how to set the profiles:

  1. Open the task Manage Sales Lead Profile Options from the Setup and Maintenance work area:

    • Offering: Sales

    • Functional Area: Leads

    • Task: Manage Sales Lead Profile Options

  2. Enter the profile option name in the Profile Display Name field.

  3. Click Search.

    The application displays the profile option information.

  4. For the Assignment Rule for Rule-Based Lead Assignment profile, click Add (the plus sign icon) in the Profile Values region and select Site as the Profile Level. For the Lead Assignment Mode system profile option, Site is already entered for you.

  5. In the Profile Values region, select the value from the Profile Value list.

  6. Click Save or Save and Close.

Change the Values for Lead Rank and Lead Channel

Optionally, you can change the values for lead rank and lead channel by editing their lookup types. Salespeople use lead ranks to prioritize leads to work on. The lead channel records the source of the lead.

The lookup type Lead Rank (MKL_LEAD_RANK_SETID) includes these predefined values:

  • Cold

  • Hot

  • Warm

The lookup type Lead Channel (MKL_LEAD_CHANNEL_SETID) includes these predefined values:

  • Direct Mail

  • E-Mail

  • Fax

  • Model-based prediction

  • Phone

  • Rules-based prediction

  • Sales visit

  • Web

  • Wireless Message

Here's how to change the existing values and to add new ones:

  1. Open the task Manage Set Enabled Lookups from the Setup and Maintenance work area:

    • Offering: Sales

    • Functional Area: Leads

    • Show: All Tasks

    • Task: Manage Set Enabled Lookups

  2. On the Manage Set Enabled Lookups page, search for either of the lookup type names by entering Lead Channel or Lead Rank in the Meaning field.

    The lookup type and the available values, called lookup codes, appear below.

  3. Here's how to change a lookup codes:

    • For the existing values, you can change the wording displayed to the user by modifying the meaning or you can end date values you do not need.

    • You can add new values, by clicking New (the plus sign icon).

  4. Click Save and Close when you are done.

  5. If you made changes, you must remember to enter the changes on the Lead Channel and Lead Rank worksheets in the lead import macro.

Import Leads Using the Import Macro

Here's how to enter your lead data into the macro and import. You can import up to 5,000 lead records at a time. If you import multiple batches, you must ensure that each import completes before you start another. You can use the macro only to import net new leads. You can't use it to import leads for existing customers or prospects.

Note: You can add import additional attributes by appending columns to the import macro, but you can't make any other changes. You can't edit the Visual Basic for Applications (VBA) code or other functions.
  1. Open the Lead Import Macro.

  2. Make sure macros are enabled in Excel.

  3. If you're importing additional fields, including custom fields, then do the following:

    1. Click the Attributes Mapping worksheet.

    2. Click Fetch Attributes from Server.

    3. In an empty row in the worksheet, select the attribute from the Attribute Name column.

    4. Enter the name you want displayed as the column heading in the Lead worksheet. This name displays only in the macro.

    5. Click Update Headers to add the column to the Lead worksheet.

  4. If you changed the lead rank or the lead channel lookup types, then enter the new values in the Lead Rank and the Lead Channel worksheets.

  5. In the Template worksheet, enter your lead data. The import requires you to enter three pieces of information for each lead:

    • Lead name

    • Account name

    • Contact full name

    The macro generates the required lead number after you click Create Import Activity.

    You must also include contact information for your inside sales representatives to be able to qualify the lead. If you're assigning qualified leads using the state where the business is located, you must include the state in your import or have the inside sales representatives enter it as they qualify the lead.

    Here's what to enter in the macro:

    Column What to Enter

    Lead Number

    Leave this required column blank. The macro generates the lead number automatically using the date and time. The application uses the lead number to identify the lead record for updates.

    Lead Name

    The lead name identifies the lead in the lists salespeople see in the Leads work area. In the UI, the application automatically enters a lead name as a combination of the contact name and the date and time. You may want to follow the same practice in your import. Entry in this field is required.

    Account Name

    Organization name. Entry is required.

    Contact Full Name

    You must enter the contact's first and last names separated by a space.

    Job Title

    Job title.

    E-mail

    Contact email address.

    Phone Country Code

    Contact phone country code.

    Phone Area Code

    Contact phone area code.

    Phone Number

    Contact phone number with no spaces or delimiters.

    Address 1

    Contact address line 1.

    If you convert the lead to an opportunity, then the application uses the address entered in the contact address fields both as the contact address and the account address.

    Address 2

    Contact address line 2.

    City

    Contact address city.

    State

    For US states, enter the two-letter state code.

    Province

    This column (O) is hidden in the macro.

    ZIP Code

    Postal code.

    Country

    The ISO two-letter code for the country.

    Product Group

    Enter the Product Group Reference Number. You can copy this number from the macro you used to import product groups.

    Product

    Product name you imported earlier using the product import macro. If you're importing a product interest for a lead, you can't import a product group at the same time.

    Lead Rank

    You must use one of the standard values provided by Oracle in the macro, unless you changed them. The standard values are:

    • COOL

    • HOT

    • WARM

    Lead Channel

    You must use one of the standard values provided by Oracle in the macro, unless you changed them. The standard values are:

    • DIRECT_MAIL

    • EMAIL

    • FAX

    • PHONE

    • SALES_VISIT

    • WEB

    • WIRELESS_MESSAGE

    • ZSP_MODEL_PREDICTION

    • ZSP_RULES_PREDICTION

  6. In the lead import macro, click Create Import Activity.

  7. If you're prompted to correct errors in your entries, do the following:

    1. Click OK.

    2. Click each error link in column D and make the correction on the Template worksheet.

      Note: After you correct an error, you must click outside the field for the correction to be recognized.
    3. Click Create Import Activity again.

  8. On the Login page, enter the following:

    • Host information for your environment.

      The host name is the portion of the URL between the https:// and /sales. You must be signed in and navigate to one of the sales work areas to ensure the host name is correct. The name on the sign-in page and on setup pages is different.

    • Your user name

    • Your password

  9. Click Submit.

    The application displays one of these messages:

    Message Meaning

    The file import activity was submitted successfully.

    Your import has started. If the file import activity is submitted successfully, then the confirmation message displays the job ID.

    Unable to connect to the server at this time.

    You may have entered an incorrect host.

    Unable to submit the file import activity. Check log for details.

    You most likely entered the wrong mapping number or the user does not have the correct permissions. Open the Errors work sheet to view the error details.

  10. If your import activity was submitted successfully, then click Activity Details.

    The Activity Details window appears, listing the import activity name, its ID and its status.

    • If the import activity is still in progress, you can refresh the status periodically by clicking Refresh.

    • If your import completed successfully, then the status listed is Completed.

  11. Optionally, click Generate Log to save a file listing the leads that were imported.

Run the Lead Assignment Process

Here's how you assign leads using the rules you set up. For implementations similar to the Vision Corp. use case, you may need to run the assignment process multiple times. Vision Corp. runs it the first time to assign the imported leads to the inside sales representatives for lead qualification. The second time, the process assigns the qualified leads to field sales for conversion to opportunities.

  1. Open the task Manage Lead Processing Activities from the Setup and Maintenance work area:

    • Offering: Sales

    • Functional Area: Leads

    • Task: Manage Lead Processing Activities

  2. On the Lead Processing Activities page, click Create Lead Processing Activity.

  3. To assign the leads you imported to inside sales for qualification, enter these parameters:

    UI Region Field Entry

    Activity Details

    Process Type

    Assignment

    Lead Selection

    Status

    Unqualified

    Lead Selection

    Assignment Status

    Unassigned

    Schedule

    Schedule Mode

    Immediate

  4. Click Submit.

  5. Now create and submit a second activity to assign the leads to field sales after the leads are qualified. Enter these parameters:

    UI Region Field Entry

    Activity Details

    Process Type

    Assignment

    Lead Selection

    Status

    Qualified

    Schedule

    Schedule Mode

    Run this activity on a repeating schedule to make sure the leads are transferred to field sales as soon as they are qualified by inside sales.

    To run the activity regularly, select Repeats, enter a frequency, a start date, and an end date far into the future. You must enter both a start date and an end date for the process to run.

  6. You can monitor the processes on the Manage Lead Processing Activities page. This page lists all of your processing activities.

Create a List of Unaccepted Leads

Use these steps to create a list to display the leads you imported in the Leads work area. Inside sales representatives use the list to review incoming leads and accept the leads they want to work on. After sales representatives accept a lead, the lead displays among the leads they own and no longer appears on the list.

You can create lists for the whole organization or lists targeted to specific job roles. Here's an overview of the steps:

  1. Get ready to create lists by creating and activating a sandbox and opening Page Composer.

  2. Create your list.

  3. Publish the sandbox to make the list available for use.

Get Ready to Create Lists

Here's how to create and activate a sandbox:

  1. Create and enter a sandbox with Page Composer as the tool:

    1. Navigate to Configuration > Sandboxes.

    2. Click Create Sandbox.

    3. In the Create Sandbox page, enter a name and select Page Composer as the tool.

    4. For the inside sales representative use case described in this chapter, leave the Support Context column for Page Composer set to Site.

      Both inside sales and field sales representatives are assigned the same Sales Representative job role, so you can't target inside sales specifically unless you create a separate job role. A setting of Site means all users can see the list name, only the inside sales representatives who are assigned to the imported leads and their managers can view the leads in the list.

    5. Click Create and Enter.

      The sandbox toolbar appears at the top of the page.

  2. Navigate to the Leads work area.

  3. Open Page Composer by selecting the tool from the Tools menu in the sandbox bar at the top of the page.

The Editing: User Interface bar appears at the top of the page indicating that you're in Page Composer. You're now ready to create the list.

Create the List

You create the list by editing an existing list and saving it under a new name.

  1. In the Leads work area, click Show Advanced Search (the filter icon) to the right of the List field.

  2. From the Advanced Search pane, Saved Search list, select My Open Leads to use as the starting point for creating your new list.

  3. Click Add and add the Accepted field to your search criteria.

  4. Enter these search criteria:

    Field Operator Entry Explanation

    Record Set

    Equals

    Records where I am on the team

    The assignment rule you created assigns all the inside sales representatives to the lead sales team. The default selection, Records I Own, displays only leads where you're assigned as an owner. The imported leads don't have an owner until they're accepted by one of the inside sales representatives.

    Name

    Starts with

    Leave blank.

    Leave this field blank.

    Status

    Equals

    Unqualified

    Imported leads are unqualified by default.

    Creation Date

    After

    Enter a date and time prior to the import.

    Restricts search to improve performance. For example, you may restrict search to leads created in last 60 days depending on your typical lead life-cycle.

    Accepted

    Equals

    No

    When they accept leads, inside sales representatives become lead owners and the lead drops off the list.

  5. You can test your search by clicking Search.

  6. When you're satisfied with the results, click Save.

  7. In the Create Saved Search window, enter a name for your saved search. For example: Unassigned Leads.

    You can't reuse the names of the saved searches provided by Oracle with the application.

  8. Make sure the Run Automatically option remains selected. The application runs the search each time a sales representative selects the list in the UI.

  9. Make sure the Set as Default option isn't selected. You don't want all sales representatives to see this list whenever they navigate to the leads work area.

  10. Click OK to return to the Saved Searches window.

Save Your Changes and Publish the Sandbox

Here's how to save the changes you made in Page Composer and publish the sandbox:

  1. When you're done making your changes, you must save them by clicking Close in the Page Composer toolbar.

  2. Publish the sandbox by clicking the sandbox name and selecting Publish.

Create a Lead Qualification Template

You can use a lead qualification template to set up questionnaires that guide salespeople through the lead qualification process. You can set up multiple qualification templates, each for a different product.

  1. Open the task Manage Sales Lead Qualification Template from the Setup and Maintenance work area:

    • Offering: Sales

    • Functional Area: Leads

    • Task: Manage Sales Lead Qualification Template

  2. Click Create (the plus sign icon) to create a new template, or you can copy and modify the template provided by Oracle.

Enter Basic Template Details

Make these entries in the Enter Details page:

  1. Enter a template name. For example: Imported Web Leads.

  2. Select Lead as the Template Type.

  3. For the Template Set, select Common Set.

    Sets make it possible for you to target different qualification templates for different business units, but the application covered in this guide uses only one business unit. For an explanation of how you can tailor your sales application for multiple business units, see the Implementing Sales guide.

  4. Click Next.

Configure Ratings

Ratings group question responses in a template into different categories. There are three predefined ratings: Poor, Average, and Good. You can add your own ratings or modify the predefined ratings. When you're done, click Next.

Create Question Groups, Questions, and Responses

Create the question groups, which serve as headings in the template, and the questions within each group.

  1. Click Create (the plus icon) and select Create Question Group.

  2. Enter a name, which appears as the heading for this group of questions, and click Save and Close.

  3. Now create your questions for this group. For each question:

    1. Click Create (the plus icon) and select Create Question.

    2. In the Create Question window, enter the question text.

    3. Enter a weight indicating how important this question is in the qualification process. You have a chance to revisit and adjust the weights to all the questions at a later stage.

    4. Click Save and Close.

  4. Enter the possible responses for each question:

    1. Enter the response, score and rating.

      Here are the response entries for a yes or no question, for example: Did you reach the contact by phone?

      Response Score Rating

      Yes

      100

      Excellent

      No

      0

      Poor

    2. When you complete entering your questions, you can reorder the questions by clicking Move (the double right arrow).

  5. Click Next.

Edit Question Weights, Configure Score Ranges, and Associate Task Templates

Use these steps to edit the question weights, configure score ranges, and associate task templates:

  1. On the Edit Question Weights page, the weights in the Weights column for each question until the total equals 100.

  2. Click Save and then Next.

  3. The application derives the score range for ratings using the scoring to response mapping in the questions and responses that you entered earlier. On the Configure Score Range Attributes page, you can select the Override Score Ranges option to edit the automatically derived score ranges. You can also set different start and end scores for the ratings. You can use the Graph Color list to change the colors shown in the various score ranges.

Deploy the Qualification Template

When you're ready to deploy the qualification template, do the following:

  1. Click Save.

  2. Click Deploy.

  3. Click OK to close the confirmation window.

    The application displays any errors in setup. For example, if you did not enter question weights which total 100.

    Note: You can't edit many aspects of the template after you deploy it. You may have to copy the deployed template and edit the copy.

Select Default Lead Qualification Templates

To turn on lead qualification, you set the system profile option Advanced Lead Qualification Enabled to the lead templates you want to use by default. You can specify one template for use for the whole sales organization, you can specify different templates for different products, and you can assign specific templates to different users. The settings are not mutually exclusive. You can provide a default template for the whole organization, but target different template to individual users or product groups, for example

  1. Open the task Manage Sales Lead Profile Options from the Setup and Maintenance work area:

    • Offering: Sales

    • Functional Area: Leads

    • Task: Manage Sales Lead Profile Options

  2. Enter Advanced Lead Qualification Enabled in the Profile Display Name field.

  3. Click Search.

  4. Select the system profile.

  5. In the Profile Values section, click New (the plus sign).

  6. If you're using only one template, then select Site from the Profile Level list. The options are:

    • Site

      The same template is used for the entire organization unless you specify additional templates for product and user.

    • Product

      The template is used for a product group. All other product groups are assigned the template you specify at the site level.

    • User

      The template is used for the user you enter. All other users are assigned templates for the product or the site.

    Select the name of the template from the Profile Value list.

  7. Repeat the previous steps for additional products and users.

  8. Click Save and Close.

Test Your Leads Setup

Test your leads setup. Sign in first as an inside sales representative to accept and qualify the lead. Then sign in as a field sales representative to convert the lead to an opportunity.

Sign In as an Inside Sales Representative

  1. Sign in as one of the inside sales representatives and navigate to the Leads work area.

  2. Select the list of unaccepted leads you created.

    The list should contain all your imported leads.

  3. Open one of the leads and click Accept.

    You should now be listed as the lead owner.

  4. Click the Sales Team tab to make sure all the appropriate sales representatives are listed.

  5. Click the Qualification tab.

    The tab displays the qualification template you created.

  6. Answer the questions.

    If you must update the qualification template after your testing, you may have to create a copy, edit the copy, and publish it. If you do make a copy, you will also have to reset the Advanced Lead Qualification Enabled profile as well.

  7. Make sure that the information in the lead you're qualifying is sufficient to assign the lead to the field service representative you're using for testing.

    In our use case, qualified leads are assigned to sales territories by state. Make sure that the contact address in the lead includes one of the states in the US that belong to the territory of the field sales representative you're using for testing.

  8. Click Qualify to indicate the lead is qualified.

Sign In as a Field Sales Representative

  1. Ensure that the assignment process you scheduled previously has successfully completed. If you have not run the assignment process, then you must run the process again, this time, immediately.

  2. Sign in as the field sales representative who owns the territory the qualified lead is assigned to.

  3. Navigate to the Leads work area.

  4. Select the Open leads where I am on the team list.

  5. Edit the lead.

  6. From the Actions menu, select Convert.

    The Convert window appears.

  7. Optionally, change the opportunity name to something more meaningful.

  8. Click Submit.

  9. Navigate to the Opportunity work area. The new opportunity should be listed in the My Open Opportunities list.

  10. You can open the opportunity and view the created account and contact from there.