23Leads

This chapter contains the following:

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

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

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

  • A company's existing contacts

  • Sales campaigns

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

Implementation Concepts for Leads

This topic lists some of the considerations to take into account when planning your implementation of the lead management feature. No setup tasks are mandatory for this feature. You can manage the necessary configuration, integration, and metadata settings through profile options and lookups to tailor lead management functionality to match your business requirements.

Job Roles and Associated Duty Roles

The Sales Lead Processing Duty gives access to all the underlying processing duties and processing tasks. The Sales Lead Qualification duty provides access to all underlying qualification duties and qualification tasks.

Profile Option Decision Points

Profile options are configurable options that affect application operations. This table outlines some of the decision points that you must consider and the associated profile option that you access to make the appropriate change:

Decision Question Profile Option

Which assignment rules do you want to use to assign individual resources to the lead sales team?

Lead Assignment Mode

Assignment Rule for Rule-Based Lead Assignment

Which assignment rules do you want to use to assign a territory team to a lead?

Assignment Rule for Territory-Based Lead Assignment

Assignment Rule for Rule-Based Lead Assignment

Which lead ranking rules do you want to use?

Assignment Rule for Ranking Leads

Which lead qualification rules do you want to use?

Assignment Rule for Qualifying Leads

Which leads scoring rules do you want to use?

Assignment Rule for Scoring Leads

Do you want to display the assessment tab in the Edit Lead page?

Lead Assessment Enabled

Which assessment template do you want to use for lead qualification?

Lead Assessment Template Default

Advanced Lead Qualification Enabled

Lead Qualification Template

How many days should you look back when querying leads in Search?

Lead Query Maximum Number of Days

Lead Query Default Number of Days

Lead Query Warning Threshold Number of Days

Do you want to set the maximum number of leads that can have mass update applied in one user action?

Mass Update Threshold Value

Note: The ZBS_MASS_UPDATE_THRESHOLD (Mass Update Threshold Value) profile option specifies the maximum number of records that can be updated in one user action. For Leads, the maximum number of records that can be updated at once is 500. The default value of the profile option is 25.

Do you want users to the able to add or edit products to leads?

Add and Edit Products to Leads Enabled

Do you require additional search criteria, other than creation date, when searching across all leads, or for searches relying on hierarchy rollups?

Require Additional Criteria for Lead Search Enabled

Do you want to set context-based data security policies for improved performance of lead search?

Lead Search Context-Based Data Security Enabled

Note: If you enable this option, then you must also ensure that the filters in the Lead Overview page, such as My Leads, My Subordinate Leads and so on have the required access in Security Console. Otherwise, your lead data search won't return expected results.

Lookup Decision Points

Lookups enable quick selection from drop-down lists. Lookups associated with lead management capabilities are incorporated into its application to speed the process of entering data into forms. You might want to change or add some of the values that are used in the lookup tables. Some of the values you can change include:

Lookup Description and Values

Lead Retire Reason

Possible reasons for retiring leads. Retired leads are considered closed leads. Values include:

Duplicate lead or No purchase interest Lead

Reject Reason

Possible reasons specified for rejecting leads. Rejected leads can be reassigned or retired. Values include:

Duplicate lead, Failed to reach contact, and Incorrect data

Lead Time Frame

Lead cycle duration that usually coincides with a typical sales cycle duration for products and services offered. Values include:

3 months, 6 months, 9 months, 12 months, 15 months, and 18 months

Lead Reassignment Reason

Possible reasons specified for reassigning leads. Values include:

No activity, Other, and Workload

Lead Rank

Lead rank values used as a measure of lead quality and prioritization. Values include:

Cool, Hot, and Warm

Lead Source Channel

Source channel responsible for lead generation. Values include:

Direct mail, E-mail, Fax, Marketing Cloud, Phone, Sales campaign, Sales visit, Social, Company website, Wireless message, Model-based prediction, and Rule-based prediction

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

Lead Life Cycle

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

  • Lead Generation

  • Lead Qualification

  • Lead Distribution

  • Lead Assessment

  • Lead Conversion

Lead Generation

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

  • Campaign responses

  • Third-party lead sources

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

Lead Qualification

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

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

Lead Distribution

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

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

Lead Assessment

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

  • Reviewing the content shared with the customer during a campaign

  • Framing the lead in the context of the campaign

  • Ensuring the salesperson understands the information sent to the customer

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

Lead Conversion

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

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

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

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

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

Lead Management supports both net new leads, where salespeople manually enter the contact and account names, and repeat business leads. For repeat business leads, salespeople search for and select existing accounts and contacts to assign to leads. If your business uses net new leads where contact and account values are entered manually using free form text fields, then you can make the New Account and New Contact fields available on the Leads UI through Application Composer. These fields are hidden by default so to use them for your new leads, you must manually unhide these fields. If the new lead that you enter gets converted to an opportunity, the details become available as existing account or contact information.

You can expose the New Account and New Contact fields for these Lead pages:

  • Create Lead

  • Edit Lead

  • Convert Lead

  • Mass Convert Lead

  • Lead List Page

Here's how to expose the New Account and New Contact fields in Lead pages:

  1. Sign in as a sales administrator or as a setup user.

  2. Activate a sandbox.

  3. Navigate to Application Composer, in the Configuration category.

  4. In the navigation tree, expand Standard Objects, expand Sales Lead, and click Pages.

  5. Ensure that the Application Pages tab is selected.

  6. In the Details Page Layouts region, duplicate the standard layout by highlighting the standard layout and clicking the Duplicate icon.

  7. Type a new layout name and click Save and Edit.

    The Details Layout page appears.

  8. In the Available Fields pane, select the New Account field and move it to the Selected Fields pane. Repeat this step for the New Contact field.

  9. Use the Selected Fields pane directional arrows to position the New Account and New Contact fields as required.

    Note: You can position the fields to group the New Account and New Contact fields with the Existing Account and Existing Contact fields. Salespeople can enter an account or contact in the new or the existing fields, but not both.
  10. Click Save and Close.

  11. Repeat this procedure for all standard and customer-defined layouts on which you want to add the New Account and New Contact fields.

  12. Test the changes: Navigate to Sales > Leads as a user with access to the leads pages, for example, as a salesperson. Edit a lead and ensure you can see the New Account and New Contact field.

  13. Publish the sandbox.

Note: If you want automatic email notifications sent to the new contact about activities, such as appointments, created for this lead, then see the related topic, Send Automatic Emails to New Lead Contacts.

Add the Redirect to Opportunity After Conversion Check Box

Sales administrators can add the Redirect to Opportunity After Conversion check box to the Convert Lead page so that users can choose whether to be redirected immediately to the opportunity page after the successful conversion. This reduces the time spent going to the Opportunities subtab on the Lead and finding the right opportunity to open.

Note: The redirect to opportunity feature is available for single lead conversions only. The check box is deselected by default and isn't available from the Mass Convert Layout Pages for Leads.

Use these steps to add the Redirect to Opportunity After Conversion check box to the Convert Lead page.

  1. Sign in as a sales administrator or as a setup user.

  2. Activate a sandbox.

  3. Navigate to Application Composer, in the Configuration category.

  4. In the navigation tree, expand Standard Objects, expand Sales Lead, and click Pages.

  5. Ensure that the Application Pages tab is selected.

  6. On the Application Pages tab, under the Lead Convert Page Layouts section, duplicate the standard layout to create a new layout to edit.

  7. Type a new layout name and click Save and Edit.

    The Lead Convert Page Layout page appears.

  8. Click the Edit icon next to Lead Convert Page Layout.

  9. From the Configure Detail Form region, move the Redirect to Opportunity After Conversion field from the Available Fields area to the Selected Fields area.

  10. Click Save and Close.

  11. On the Edit Layout page, click Done and ensure that the layout status for your Lead Convert Page Layout is set to Active.

  12. Verify that you can see the Redirect to Opportunity After Conversion check box on the Convert Leads page for a selected lead that you want to convert.

  13. Publish your sandbox.

Profile options are configurable options that affect application operations. Values defined at the user level take precedence over those at the site level. If a value isn't defined at the user level, the site level value is used.

The effect of setting each of the sales leads profile options are described under these sections:

  • Lead Assignment

  • Lead Qualification and Assessment

  • Lead Update and Attribute Mapping

  • Partner Leads and Deal Registrations

  • Lead Searches

Lead Assignment

This table lists the profile options that affect the assignment of lead status, rank, score, resources, and territories on the lead. Before setting these profile options, you must perform the tasks listed under Configure Assignment Manager for Lead Processing setup task. From there you can review and update assignment of candidate objects such as rank, qualification status, and resources to leads.

Profile Option Display Name Default Value Effect

Assignment Rule for Qualifying Leads (MKL_LEAD_ASSIGNMENT_QUAL_RULE)

None

Specify the rule to evaluate the lead and assign the lead status per rule conditions.

Assignment Rule for Ranking Leads (MKL_LEAD_ASSIGNMENT_RANK_RULE)

None

Specify the rule to evaluate the lead and assign the lead rank per rule conditions.

Assignment Rule for Rule-Based Lead Assignment (MKL_LEAD_ASSIGNMENT_MATCHING_RULE)

None

Specify the rule to evaluate the lead and assign the sale team resources per rule conditions.

Assignment Rule for Scoring Leads (MKL_LEAD_ASSIGNMENT_SCORE_RULE)

None

Specify the rule to evaluate the lead and assign a score per rule conditions.

Assignment Rule for Territory-Based Lead Assignment (MKL_LEAD_ASSIGNMENT_RULE)

None

Specify the rule to evaluate the lead and further filter territories derived using territory-based assignment per rule conditions.

Lead Assignment Mode (MKL_LEAD_ASSIGNMENT_RULE)

Both

Specify the default assignment mode type allowed during on-demand or automatic lead assignment. On-demand assignment occurs when you select the assign lead action in the UI.

Lead Batch Reassignment (MKL_LEAD_BATCH_ASSIGNMENT)

N

Enable batch lead reassignment, in addition to lead automatic reassignment.

Lead Qualification and Assessment

This table lists the profile options that affect the qualification and assessment of leads. Before setting these profile options, you must perform the tasks listed under Configure Assessment Reference Data for Leads setup task. From there you define and manage the setup for configuring templates used for assessing and qualifying sales objects.

Profile Option Display Name Default Value Effect

Lead Assessment Enabled (MKL_LEAD_ASSESSMENT_TEMPLATE)

None

Enable the display of Qualification, a tab containing the sets of predefined questions and answers collected to assist in evaluating the lead.

Advanced Lead Qualification Enabled (MKL_LEAD_ASSESSMENT_TEMPLATE)

None

Enable advanced lead qualification by specifying the template name to display the collection of questions, possible answers, and questionnaire feedback.

Enable Multiple Assessments Per Qualification Template (MOW_MULTIPLE_ASSESSMENTS_ENABLED)

No

Enable the ability to perform multiple qualifications for the same lead qualification template by setting the value to Yes. This setting isn't enabled by default.

AI Update Who Columns Threshold (ORA_ZCA_AI_UPDATE_WHO_THRESHOLD)

5

Specifies the percentage threshold value that tracks both the AI Lead Score field for Leads and the Predictive Win Probability field for Opportunities. The profile option is set to 5 percent by default. If the score in either of these fields exceeds the percentage threshold value specified in the profile option, then the Last Updated Date field gets updated for the lead or opportunity record.

Lead Update and Attribute Mapping

This table lists the profile options that affect the update of leads and lead-to-opportunity attribute mapping.

Profile Option Display Name Default Value Effect

Add and Edit Products to Leads Enabled (MKL_LEAD_PRODUCTS_ENABLED)

Y

Enable the ability to add or edit products to leads. The ability to add or edit product groups to leads is enabled by default.

Use Default Lead Notification Process (MKL_LEAD_OOTB_NOTIFICATION)

N

Specify whether default lead notification business process should be used. Set Yes for default process, and No for user-defined process or if no notification is intended.

Create Account and Contact from Lead (ORA_MKL_LEAD_ACT_CON_CREATE)

Both

Enable the default setting for the creation of an account, a contact, both an account and a contact, or none during lead conversion. The default value is to create both.

Direct Lead to Opportunity Mapping (MKL_DIRECT_LEAD_TO_OPTY_MAPPING_NAME)

Copy Lead To Opportunity Map

Specify the mapping file name created in Application Composer, Copy Maps. This file is used to map objects and attributes when a direct lead is converted to an opportunity.

Lead to Account Mapping (MKL_LEAD_TO_ACCOUNT_MAPPING_NAME)

Standard Copy Lead To Account Map

Specify the mapping file name created in Copy Maps. This file maps objects and attributes during the creation of an account when converting a lead to an opportunity.

Lead to Contact Mapping (MKL_LEAD_TO_CONTACT_MAPPING_NAME)

Standard Copy Lead To Contact Map

Specify the mapping file name created in Copy Maps. This file maps objects and attributes during the creation of a contact when converting a lead to an opportunity.

Lead to Deal Registration Mapping(MKL_LEAD_TO_DEAL_MAPPING_NAME)

Copy Lead To Deal Registration Map

Provides the mapping file name to be used to copy attributes while converting a Lead to a Deal Registration.

Partner Leads and Deal Registrations

This table lists the profile options that affect sales partner leads, deal registrations, and deal assignments.

Profile Option Display Name Default Value Effect

Partner Contact Addition Enabled (MKL_ADD_PARTNER_CONTACT)

Y

Specify whether to automatically add the primary partner contact to the lead team when a partner contact is added to the lead. The default value is Y.

Lead Registration Approval Administrator (MKL_LEAD_REGISTRATION_APPROVAL_ADMIN_PROFILE)

None

Select the recipient of notifications when an approver can't be determined, who's qualified to respond to the notification, and can modify approval configurations.

Deal Registration Expiration Days (MKL_DEAL_REG_EXPIRATION_DATE)

90

Specify the number of days, after the deal registration creation date, used to derive the deal registration expiration date.

Resource Sales Team Access Level Default for Deal Registration ( MKL_DEAL_DEFAULT_SALES_TEAM_ACCESS_LEVEL)

200

Specify the default access level for resources added to the deal registration sales team.

The following values represent the access levels for the team:

  • 100 = View Only

  • 200 = Edit

  • 300 = Full

Deal Registration Query Default Number of Days (MKL_DEAL_SEARCH_LAST_UPDATED_RANGE_DEFAULT)

90

Specify the default number of days used to derive the last updated date range when searching for deal registrations.

Partner Lead to Opportunity Mapping (MKL_PARTNER_LEAD_TO_OPTY_MAPPING_NAME)

Copy Lead To Opportunity Map

Specify the mapping file name created in Application Composer, Copy Maps. This file is used to map objects and attributes when a partner lead is converted to an opportunity.

Deal Registration to Opportunity Mapping (MKL_DEAL_TO_OPTY_MAPPING_NAME)

Copy Deal Registration To Opportunity Map

Specify the mapping file name to be used to copy attributes while converting a Deal Registration to an Opportunity.

Assignment Rule for Rule-Based Deal Assignment (MKL_DEAL_RBA_RULESETGROUP)

None

Specify the assignment rule that assigns resources to deal registrations. Resource members are added to the deal registration team.

Assignment Rule for Territory-Based Deal Assignment (MKL_DEAL_TBA_RULESETGROUP)

None

Specify the assignment rule that assigns territories to Deal Registrations. Territory members are added to the deal registration team.

Deal Registration Assignment Mode (MKL_DEAL_DEFAULT_ASGN_MODE)

ORA_RBA

Specify the default assignment mode used during deal registration assignment. The mode is set to rule-based assignment mode.

Advanced Lead Qualification Enabled - Indirect Leads (MKL_PARTNER_LEAD_QUALIFICATION_TEMPLATE)

None

Specify a default template to enable lead qualification for partner sales channel and display questions, possible answers, and questionnaire feedback in the Edit Lead user interface.

Days Prior to Deal Registration Expiration (MKL_DEAL_SEARCH_EXPIRE_RANGE_DEFAULT)

30

Specify the number of days prior to expiration that deal registrations must be included in the predefined saved search. 30 days is the default value.

Deal Registration Default Approver (MKL_DEFAULT_DEAL_REGISTRATION_APPROVER)

None

Select the recipient of notifications when an approver can't be determined, who's qualified to respond to the notification, and can approve deal registrations.

Use Default Deal Registration Approval Business Process (MKL_DEAL_USE_DEFAULT_APPROVAL_PROC)

Y

Specify whether the default deal registration approval business process should be used. The default value is set to Y. Set to No for customer-defined processes.

Lead Searches

This table lists the profile options used to manage sales lead searches.

Profile Option Display Name Default Value Effect

Lead Query Maximum Number of Days (MKL_LEAD_QUERY_IN_N_DAYS)

360

Specify the maximum number of days allowed when searching leads based on the creation date range.

The value for the maximum number of days must be a positive number. If the value isn't a positive number or left blank, the value of 360 days is used.

Lead Query Default Number of Days (MKL_LEAD_SEARCH_CREATION_RANGE_DEFAULT

90

Specify the default number of days used to derive the creation date range for searching leads. The search criterion is derived by using the current date for the creation end date value and the profile option to derive the creation start date value.

For example, if you want leads for the last 15 days to be the default query action, then set the profile value to 15. The default creation date search criteria will have an end date for the current date and the start date will be 15 days prior to the current date. The values can be overridden in the search criteria.

The value for the default number of days must be a positive number. If the value isn't a positive number or left blank, the value of 30 days is used.

This profile option can be defined at both the site and user levels.

Lead Query Warning Threshold Number of Days (MKL_LEAD_SEARCH_CREATION_RANGE_RECOMMENDED)

180

Specify the number of days for the lead creation date search criteria before issuing an alert to the user.

To disable the warning, delete the profile option value.

Lead Search Context-Based Data Security Enabled (MKL_LEAD_CDS_ENABLED)

N

Enable context-based data security policies for improved performance of lead search. The default value is set to N.

Note: If you enable this option, then you must also ensure that the filters in the Lead Overview page, such as My Leads, My Subordinate Leads and so on have the required access in Security Console. Otherwise, your lead data search won't return expected results.

Require Additional Criteria for Lead Search Enabled (MKL_SRCH_ADDL_CRITERIA_REQD)

N

Enable additional search criteria, other than creation date, when searching across all leads, or for searches relying on hierarchy rollups.

Lookups enable quick selection from drop-down lists and are incorporated into the lead management capability to speed the process of entering data into forms. They are also used in applications to represent a set of codes and their translated meanings. For example, a product team might store the values 'Y' and 'N' in a column in a table. When displaying those values they would want to display "Yes" or "No" (or their translated equivalents) instead. Each set of related codes is identified as a lookup type.

Lead Lookups

Lookup types are classified using tasks that involve a group of related lookups, such as Manage Sales Leads Standard Lookups. Each task gives you access only to certain lookup types. Use the Manage Sales Lead Standard Lookups task from the Setup and Maintenance work area to access the lookup types related to leads. Generic tasks provide access to all lookups types of a kind, such as all common lookups that are associated with the Manage Common Lookups task.

Note: If the lookups in an application are available in the standards, common, or set-enabled lookups view, they're central to an application and can be easily managed. However, lookups defined in a specific application view can only be managed by following instructions provided by that application.

This table displays lead lookup names (called lookup types in the application), their values, and their descriptions.

Lookup Type Lookup Values Description

Lead Access Level

  • Full

  • View only

Specifies the access level of team members for actions they can perform on specific sales leads.

Full access level allows the user to update the team by adding or removing individual resources or by updating the access level for any member.

Lead Acceptance Status

  • No

  • Yes

Status that indicates whether or not a lead is accepted by sales departments.

Lead Assignment Mode

  • Both

  • Rule-based assignment

  • Territory-based assignment

Determines whether lead assignment is based on rule-based, territory-based, or both types of rules.

Lead Assignment Process Type

  • Assignment

  • Qualification

  • Ranking

  • Scoring

Lead processing types supported by Assignment Manager.

Lead Assignment Status

  • Assigned

  • Reassigned

  • Rejected

Assignment status indicating whether sales team resources are assigned.

Lead Display in Simplified Pages

  • Leads

Enable the display of leads in the simplified pages dashboard.

Lead Processing Activity Progress Status

  • Completed

  • Completed with error

  • New

  • In progress

  • Scheduled

Progress details indicating lead current and end processing status.

Lead Processing Activity Schedule Mode

  • Immediate

  • Schedule date

  • Repeats

Scheduling options for lead processing activities.

Lead Processing Repeat Frequency

  • Days

  • Months

  • Weeks

  • Years

The time intervals between lead processing activities.

Lead Process Scheduling Operators

  • Equal to

  • Greater than

  • Greater than or equal to

  • Less than

  • Less than or equal to

Operators used for lead processing scheduling options.

Lead Reassignment Status

  • N

  • R

  • T

  • Y

Reassignment status values for leads reassigned only by Territory Based Assignment or Resource Based Assignment jobs.

The Reassign indicator is set to:

  • N when lead is processed by Lead Assignment Job

  • R when Lead Resource Based Assignment is completed by Lead Assignment Job

  • T when Lead Territory Based Assignment is completed by Lead Assignment Job

  • Y for processing lead in Lead Assignment Job

Lead Registration Approval Status

  • Approved

  • Pending approval

  • Rejected

  • Submitted

Approval status for leads registered by partners.

Lead Registered Status

  • No

  • Yes

Status that indicates whether or not a partner lead is registered.

Lead Search Filter Record Sets

  • All records I can see

  • Records in my territory hierarchy

  • Records in my territory

  • Records I own

  • Records where I am on the team

  • Records where my subordinates are on the team

Record visibility filters for lead search.

Note: Record sets involving subordinates, which are resources within an organization or a line manager's hierarchy, are available only to managers.

Lead Status

  • Converted

  • Qualified

  • Retired

  • Unqualified

Lead status values based on specific actions performed on a lead. Used to mark the milestones in the lead life cycle.

Lead Retire Reason

  • Duplicate lead

  • No purchase interest

Possible reasons for retiring leads. Retired leads are considered closed leads.

Lead Yes or No Indicator

  • Yes

  • No

Generic status that indicates yes or no with reverse meanings.

Recommended Lead Actions Type

  • Accept leads

  • Create sales campaign

Type of actions to perform on recommended leads.

AI Update Who Columns Threshold Modes

  • Turned Off

  • 5

  • 10

  • 25

  • 50

The percentage threshold for change in AI Lead Score for Leads or Predictive Win Probability for Opportunities. The Last Updated Date field gets updated, if the threshold is exceeded.

Set ID Leads Lookups

This table shows the leads set-ID lookup types, their values, and their descriptions. Use the Manage Set Enabled Lookups task from the Setup and Maintenance work area to access the lookup types related to leads.

Lookup Type Lookup Values Description

Lead Qualification Budget Status

  • Approved

  • Pending

  • Unknown

The approval status of a customer budget. The data is used to assess the lead qualification status.

Lead Rank

  • Cold

  • Hot

  • Warm

Lead rank values used as a measure of lead quality and prioritization.

Lead Reassignment Reason

  • No activity

  • Other

  • Workload

Possible reasons specified for reassigning leads.

Lead Reject Reason

  • Duplicate lead

  • Failed to reach contact

  • Incorrect data

Possible reasons specified for rejecting leads. Rejected leads can be reassigned or retired.

Lead Retire Reason

  • Duplicate lead

  • No purchase interest

Possible reasons for retiring leads. Retired leads are considered closed leads.

Lead Registration Type

  • Co-sell

  • Referral

  • Resale

Types of leads available for partners.

Lead Source Channel

  • Direct mail

  • E-Mail

  • Fax

  • Marketing Cloud

  • Phone

  • Sales campaign

  • Sales visit

  • Social

  • Company web site

  • Wireless message

  • Model-based prediction

  • Rules-based prediction

Source channel responsible for lead generation.

Lead Time Frame

  • 3 months

  • 6 months

  • 9 months

  • 12 months

  • 15 months

  • 18 months

Lead cycle duration that usually coincides with a typical sales cycle duration for products and services offered.

Deal Registration Lookups

This table displays deal registration lookup names (called lookup types in the application), their values, and their descriptions.

Lookup Type Lookup Values Description

Deal Registration Access Level

  • Edit

  • Full

  • View only

Specifies the access level of team members for actions they can perform on deal registrations.

Full access level allows the user to update the team by adding or removing individual resources or by updating the access level for any member.

Deal Registration Assignment Mode

  • Both

  • Rule-based Assignment Only

  • Territory-based Assignment Only

Determines whether deal registration assignment is rule-based, territory-based, or a combination of the two.

Deal Registration Reject Reason

  • Duplicate

  • Ineligible Customer

  • Ineligible Partner

Possible reasons for rejecting a deal registration request.

Deal Registration Return Reason

  • Incomplete Customer Information

  • Ineligible Product

  • Insufficient Quantity

Possible reasons for returning a submitted deal registration.

Deal Registration Search Filter Record

  • All records I can see

  • Records I own

Specifies record visibility filters for deal registration search.

Deal Registration Status

  • Approval

  • Draft

  • Expired

  • Pending Approval

  • Rejected

  • Returned

  • Withdrawn

Deal registration status values based on specific actions performed on deals registered by partners. Used to mark the milestones in the deal registration life cycle.

Deal Registration Deal Type

  • Existing

  • New

Indicates the type of deal the partner is submitting for registration.

Lead Qualification Templates

Lead qualification templates enable a uniform lead-qualification process across leads. This topic provides an overview of how you can assign and use the templates as part of the lead qualification process. Using lead qualification templates, you can:

  • Define lead qualification templates

  • Assign lead qualification templates

  • Gather lead quality information

  • Enable multiple assessments per lead qualification template

Define Lead Qualification Templates

Qualification templates are collections of questions and answers that can be weighted and scored to evaluate the quality of gathered information about the sales lead. You use the templates to define consistent and specific qualification criteria for leads.

Assign Lead Qualification Templates

Once the qualification template is defined, you assign the template to the Lead Qualification Template profile available from the Manage Sales Lead Administrator Profile Values page. You can define more than one qualification template by assigning templates at the site level profile.

Gather Lead Quality Information

Along with other key qualification fields available in the lead, the qualification template questions are displayed on the lead Qualification tab if you have enabled the Advanced Lead Qualification profile option. Lead qualification is typically conducted through phone conversations. As you enter responses for the qualification questions, the qualification template's weighted score is calculated and a progress bar provides immediate rating and feedback.

Enable Multiple Assessments Per Lead Qualification Template

To enable sales representatives to perform multiple assessments per qualification template, set the profile option Enable Multiple Assessments Per Qualification Template to Yes.

This topic provides an example that illustrates defining a lead qualification template to assess the basic quality of a lead.

Scenario

Your company sells alternative energy solutions to small businesses. The company employs a group of people that:

  • Qualify the basic information about a lead

  • Gather the necessary information required by the sales team to prepare for follow-up sales calls

Unqualified leads are generated from various sources and captures when customers have requested more information from your website. Before creating the qualification template, your company evaluates the following:

  • Compile a set of questions that each lead qualifier is expected to ask so as to:

    • Verify the customer's intent in requesting more information

    • Ensure a consistent and thorough communication with the customer

  • Categorize a set of responses to help identify what leads to transfer to the sales team.

    For example, once your company has gathered the initial lead information, they can set up assignment rules so that only leads with a greater potential for a sale are transferred to the sales team. The level of response assists the lead qualifier identify those leads with the greatest sales potential.

    To ensure the full range of possible responses, the qualification information is categorized into four basic response levels:

    • Very little information was obtained from the customer

    • A high potential of the customer working on an alternative energy project

    • Not applicable

    • Information not available

  • Perform analysis of your qualification template and model the set of question responses and questions

    Question responses and questions are analyzed and modeled to effectively place the weighted score ranges into the four categories. For example, a budget that expires less than ten days may score low if the average sales cycle is greater than 10 days. However, any answer to a budgeting question has higher weight in the overall questionnaire than a question about the customer's project team. If a qualification template's weighted score is 90 or above, the customer is categorized as a high potential for an energy project. Such a lead is transferred to a sales resource to pursue.

Lead Qualification Template Considerations

Navigate to the Manage Assessment Templates page from the Manage Sales Lead Qualification Template implementation task. The following categories of qualification levels are entered as ratings of:

  • Little Information Available

  • Low Project Potential

  • Medium Project Potential

  • High Project Potential

Questions about the customer's budget, time frame, decision maker, and project drive the sale potential and resulting lead rank. These questions aren't included in the qualification template because the lead qualifier enters those directly in the Lead UI.

Analysis

Use the qualification template to effectively evaluate the customer's project and prepare the sales team to progress the lead once the lead is qualified.

  • Enter a set of questions and responses to qualify the time frame including what phase the customer's implementation project is in.

  • Gather information to meet export policies. For example, add questions about implementation projects outside of the country.

  • Add questions to determine if and when a customer's budget is due to expire.

  • Identify competition by adding questions and responses about competing suppliers or in-house solutions and satisfaction levels.

  • Allow a free-form response to enable the lead qualifier to capture specific customer comments about their greatest issue they're trying to solve.

Next, the weighed scores ranges are assigned to the four ratings. To provide a visual queue and feedback to the lead qualifier to guide them in their decision to update the lead as qualified, a color and feedback phrase is entered for the four ratings. The color-coded bar, score, and feedback appear at the top of each qualification questionnaire in the lead.

Lead Qualification Template Profile

Once the qualification template is defined, the template is assigned to the Lead Qualification Template profile available from the Manage Sales Lead Administrator Profile Values implementation task. Since there is only one business unit for your Company and only one qualification template, the template is assigned at the profile Site level.

As your company continues to grow into a global company with a broader set of business units and products, Qualification templates are created in different languages and assigned to business unit sets. The appropriate qualification template is assigned to corresponding lead qualification users through the Lead Qualification Template profile.

Note: The Advanced Lead Qualification Enabled profile option must be set so that you can specify the template name to use. The template displays the collection of questions, possible answers, and questionnaire feedback in the Edit Lead UI.

Lead Adaptive Intelligent (AI) Score

You can add the AI Lead Score field to indicate the lead conversion probability of a sales lead being converted to an opportunity. Lead scores are numeric values typically ranging from 1 to 100 and where the higher value represents a high conversion probability. Utilizing Oracle Adaptive Intelligence for Sales, the AI Lead Score can help increases the productivity of salespeople. At a glance, it helps them prioritize and focus on those leads that are more likely to get converted to opportunities.

Before You Start

Before you can use the AI predictive lead scoring feature, you must have Adaptive Intelligence for Sales integrated with CX Sales.

Edit the AI Update Who Columns Threshold Profile Option

The AI Update Who Columns Threshold (ORA_ZCA_AI_UPDATE_WHO_THRESHOLD) profile option specifies the percentage threshold value that tracks both the AI Lead Score field for Leads and the Predictive Win Probability field for Opportunities. The profile option is set to 5 percent by default. If the score in either of these fields exceeds or equals the percentage threshold value specified in the profile option, then the Last Updated Date field gets updated for the lead or opportunity record. This ensures that the updated records are included in the next run of the Adaptive Search indexing process.

For example, lets say that the AI Lead Score was 50, and it changed to 60. Then the % change is 20%. If the 20% is greater than or equal to the specified threshold value set in the profile option value, for example 5%, then the Last Updated Date is updated on the Lead record.

Here's how to edit the AI Update Who Columns Threshold profile option:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Administrator Profile Values

  2. From the search region of the Manage Administrator Profile Values page, enter the profile option code name ORA_ZCA_AI_UPDATE_WHO_THRESHOLD in the Profile Option Code field.

  3. Click Search.

  4. In the list that's returned, click on the profile option code link.

  5. Set the profile option value to the required value.

    For example, change the threshold default value from 5 to a percentage threshold value to suit your business requirements. So, for example if the lead score or the predictive win probability for an opportunity increases by more than 3 percentage points, then alert your salespeople so that they can focus on those leads and opportunities that are more likely to get converted. The Last Updated Date field on the record also gets updated when the threshold you specify is exceeded.

  6. Click Save and Close.

You can make the AI Lead Score field available on the Leads UI through Application Composer. The field is hidden by default so you must manually unhide it so that it's available as a display-only field for the Edit Lead and Lead List pages.

Here's how to display the AI Lead Score field in Lead pages:

  1. Create or activate an existing sandbox.

  2. Navigate to Application Composer from the Configuration category in the Navigator.

  3. In the navigation tree, expand Standard Objects, then expand the Sales Lead, and click Pages.

  4. Ensure that the Application Pages tab is selected.

  5. In the Details Page Layouts region, duplicate the standard layout by highlighting the standard layout and clicking the Duplicate icon.

  6. Type a new layout name and click Save and Edit.

    The Details Layout page appears.

  7. Edit the Summary region.

  8. Select the AI Lead Score field from the list in the Available Fields region and move it to the Selected Fields region.

    Note: Repeat these steps for the Landing Page Layouts section if you want the AI Lead Score field displayed on the Lead List page.
  9. Test the changes: Navigate to Sales > Leads as a user with access to the leads pages, for example, as a salesperson. Edit a lead and ensure you can see the AI Lead Score field.

  10. Publish the sandbox.

You must make the AI Lead Score field available for display in the Workspace UI. You can select the Display in UI option in the Configure Adaptive Search page, Configure UI tab to display the AI Lead Score field as a column in search results and saved searches.

For more information, see the related topics, Enable Fields for Display as Filters and Search Result Columns, and Monitor Adaptive Search Background Processes in the Workspace and Adaptive Search chapter of the Implementing Sales guide.

FAQs for Leads

This section contains some frequently asked questions (FAQs) when setting up and maintaining leads. Scroll or search to find answers to common questions.

How can I provide Account team access to Leads?

A user with the IT Security Manager job role can provide access to the leads associated with an account team by creating a new data security policy for the Sales Lead database resource. Using the security console, they can specify the access level such as view or update sales lead data, and then assign what role, such as Sales Representative or Sales Manager, to apply to the security policy. Finally, they must specify a condition for the new data security policy. For example, Access the sales lead for table MKL_LM_LEADS where they are a member of the lead sales account team or in the management chain of a lead sales account team member.

For more information, see the Create a Data Security Policy for a Database Resource section in the topic Manage Database Resources topic of the Oracle CX Securing CX Sales and B2B Service guide on Oracle Help Center (https://docs.oracle.com).

Can I update a lead number?

No. A lead number can't be updated after the lead record is created. The only option is to delete the existing lead and recreate it with the data you want.