Setting Up Sales Leads and Opportunities

This chapter discusses how to:

• Set up a sales process.

• Set up component field default values.

• Set up lead ratings.

• Set up assignment weights.

• Set up lead reject and turnback reasons.

• Set up sales contacts.

• Set up sales partners.

• Set up sales competitors.

• Set up buying criteria.

• Set up lead sources.

• Set up fallout reasons.

• Set up pipeline segments.

• Set up sales lead import templates.

• Set up the summary page for leads and opportunities.

• Set up display templates for leads and opportunities.

Setting Up a Sales Process

To set up a sales process, use the Sales Process component (RSF_SALES_MODEL).

This section provides an overview of the Knowledge-Enabled Sales (KES) process and discusses how to:

• Define a process.

• Clone a process.

Understanding the KES Process

Sales efforts typically follow a defined series of stages and tasks. PeopleSoft Sales provides the KES process, an out-of-the-box proprietary sales process that enables you to identify the stages and tasks that your organization's sales process requires. The KES process can also help sales representatives learn how to perform tasks using your organization's best practices.

The KES process includes several stages. Each stage is associated with an opportunity pipeline segment, and every stage includes one or more tasks. You can use PeopleSoft KES, or you can define your own sales stages and tasks based on your organization's preferred sales model. You can enable multiple sales processes at one time. For example, you might have one process for selling within a particular industry and another for selling a particular product or service line. You can relate all of the various stages to common pipeline segments to ensure that you analyze pipeline information correctly.

This table lists the KES stages and their tasks. You can modify these to meet your business needs.

Note. The weights included in this table are provided as an example of how the KES process works.

Pages Used to Set Up a Sales Process

Defining a Process

Access the Sales Process page.

Sales Process and Name	Displays PSFT (KES) and Knowledge Enabled Sales as the default values, respectively, if you use the KES process. If you use a different sales process, that process and name appear here. You can edit the name on this page.
Close % Method (close percentage method)	Select a method for evaluating the progress of opportunities, where 100% equals closed or completed. Values are: Stage Weight %: Expresses progress as a percentage of the weighted stages that have been completed. For example, suppose that your sales model consists of three stages and you assign a weight of 50% to the first stage and 25% each to the second and third stages. When you complete the first two stages, the system calculates that you have completed 75% of the sales model. Stage Level: Determines progress as a simple percentage of the stages completed. For example, suppose that your sales model consists of four stages. When you complete the first two stages, the system calculates that you have completed 50% of the sales model. Task Type: Determines progress as a simple percentage of tasks completed. For example, suppose that your sales model consists of eight tasks. When you complete the first six tasks, the system calculates that you have completed 75% of the sales model.
Hide Tasks or Show Tasks	Click to hide or display tasks. If you use tasks associated with your sales process, display them. Otherwise, hide any tasks that appear here.
Clone	Click to access the Clone Sales Process page, where you can copy or clone the sales process to a different setID. You can clone the stages and tasks of the process.
Stage # (stage number) and Sales Stage	Displays the sequence number and stage of the process, and lists the associated tasks at the bottom of the page. Click the Add button to create additional stages of the process and associate tasks with them. The system enters the stage sequence number. You can override the sequence numbers to reorder the stages.
Pipeline Segment	Identify the pipeline segment to associate with the stage. In the KES process, pipeline segments include Contact, Develop, Negotiate, Qualify, Reference, and Retain. You must specify a pipeline segment to correlate with the stage if you set up pipeline targets for a sales user's pipeline segment quotas on the Sales User page. See Defining a Sales User's Pipeline Targets.
Weight % (weight percentage)	Enter the weight percentage that represents that stage's portion of the sales model. For example, if a stage represents half of the sales model, half of the effort, half of the time, half of the important landmarks, or half of some other measure, then enter 50 (percent).

Tasks

Cloning a Process

Access the Clone Sales Process page.

You can copy (or clone) an existing process with its stages and tasks and then make adjustments to create a new process.

Setting Up Component Field Default Values

When a sales user creates a lead or opportunity, the lead or opportunity description is a required field. The user can enter any description to identify the lead or opportunity. However, if a user does not enter a description and saves the lead or opportunity, the system saves a default value for the description based on a combination of fields set up on the Component Field Default page.

PeopleSoft Sales delivers two default settings for component fields — one for the lead description and one for the opportunity description. These settings specify that the system populates the lead and opportunity description with the name of the customer if the sales user does not enter a description. You can change these default settings by using the Component Field Default page.

Page Used to Set Up Component Field Default Values

Setting Up Component Field Default Values

Access the Component Field Default page.

Select the RSF_LEAD_ENTRY and DESCR50 for the Component Name and Field Name to modify the settings for the lead description, or RSF_OPPORTUNITY and OPPORTUNITY_NAME to modify the settings for the opportunity description.

Click the Modify System Data button to edit the fields on the Component Field Default page.

If you enter multiple rows, the system concatenates the values from the rows to form the default value.

Setting Up Lead Ratings

To set up lead ratings, use the Lead Ratings component (RSF_LEAD_RATING).

To map rate set values to lead ratings, use the Lead Rating by Rate Set Value component (RT_RS_TO_LEAD_RATE).

This section discusses how to:

• Define lead ratings and set workflow triggers.

• Map survey values to lead ratings.

Pages Used to Set Up Lead Ratings

Defining Lead Ratings and Setting Workflow Triggers

Access the Lead Rating page.

Create ratings (for example, Cold, Warm, and Hot) that you can use to trigger PeopleSoft Sales workflow notifications. The system sends notifications when a lead or opportunity is not accepted or rejected within a specified time period.

Mapping Survey Values to Lead Ratings

Access the Rate Set Value to Lead Rating page.

When a marketing (or telemarketing) group creates a branch script survey, it defines rate set values so that the script can translate the overall score into a meaningful rating. You can map those rate set values to lead ratings here. That way, if the survey score returns the equivalent of a lead rating with the rating category of Qualified, the marketing group can forward the prospect to the sales group as a qualified lead.

See Also

Using PeopleSoft Telemarketing

Setting Up Assignment Weights

To define assignment weights, use the Assignment Weights component (RSF_ASSIGN_W_TBL).

This section discusses how to define assignment weights.

Page Used to Set Up Assignment Weights

Defining Assignment Weights

Access the Assignment Weights page.

Predefined assignment weights are delivered with the following anchor weights. You can use or modify these, and you can define different sets for different combinations of setIDs and assignment groups:

• 0 is ignore.

• 5 is important.

• 9 is most important.

Assignment weights are part of the criteria used in assigning leads and opportunities.

See Also

Defining Criteria and Their Weights

Setting Up Lead Reject and Turnback Reasons

To set up lead reject and turnback reasons, use the Lead Reject Reasons component (RSF_LEAD_RJCT_RSN).

This section discusses how to set up lead reject and turnback reasons.

Page Used to Set Up Lead Reject and Turnback Reasons

Setting Up Lead Reject and Turnback Reasons

Access the Lead Reject/Turnback Reason page.

Enter codes and descriptions for rejecting a lead.

To reject or turn back a lead, a PeopleSoft Sales user must identify a reject or turnback reason on the Lead - Discover page. On the Lead Reject/Turnback Reason page, you define the possible reasons from which the PeopleSoft Sales user can select.

See Also

Accepting, Rejecting, or Turning Back a Lead Assignment

Setting Up Sales Contacts

To set up sales contacts, use the Sales Contact component (RSF_CONT_SETUP).

To set up contact roles, use the Contact Roles component (RSF_ROLE_CD_TBL).

This section discusses how to:

• Set up contact support levels.

• Set up contact impact levels.

• Set up contact titles.

• Set up contact departments.

• Set up contact roles.

Pages Used to Set Up Sales Contacts

Setting Up Contact Support Levels

Access the Contact Support page.

Create support levels (for example, Negative, Neutral, and Positive) that enable PeopleSoft Sales users to identify the type of support that a contact shows for moving the sale forward.

Support levels appear on the Impact tab and the Contact grid of the Discover page in the leads and opportunities details components.

See Also

Selecting Customer Contacts for a Lead or Opportunity

Setting Up Contact Impact Levels

Access the Contact Impact page.

Create impact levels (for example, High, Low, and Medium) that enable PeopleSoft Sales users to identify the impact that a contact might have on the customer's decision to purchase.

Impact levels appear on the Impact tab in the Contact grid of the Lead - Discover and Opportunity - Discover pages.

See Also

Selecting Customer Contacts for a Lead or Opportunity

Setting Up Contact Titles

Access the Contact Title page.

Create titles (for example, Administrator, Director, and Vice President) that enable PeopleSoft Sales users to identify a contact's position in the customer's organization.

Note. The contact titles that you set up here are different from the contact roles, which are set up on the Contact Roles page and are used on the Contact tab. Contact roles are more detailed than titles. For example, you might set up vice president as a title and vice president of purchasing as a role.

Titles appear on the Organization tab in the Contacts grid of the Lead - Discover and Opportunity - Discover pages.

See Also

Selecting Customer Contacts for a Lead or Opportunity

Setting Up Contact Departments

Access the Contact Department page.

Create departments (for example, Executive, IT, Marketing, and Sales) that enable PeopleSoft Sales users to identify the department that a contact belongs to in the customer's organization.

Departments appear on the Organization tab in the Contact grid of the Lead - Discover and Opportunity - Discover pages.

See Also

Selecting Customer Contacts for a Lead or Opportunity

Setting Up Contact Roles

Access the Contact Roles page.

Define roles (for example, Purchasing Manager, Purchasing Broker, and Vice President of Purchasing) that enable PeopleSoft Sales users to identify the role that a contact has within the customer's organization.

Contact roles appear on the Contact tab in the Contacts grid of the Lead - Discover and Opportunity - Discover pages.

See Also

Selecting Customer Contacts for a Lead or Opportunity

Setting Up Sales Partners

To set up sales partners, use the Sales Partner component (RSF_PARTNER).

This section discusses how to:

• Set up business partners and contacts.

• Set up partner roles.

• Set up partner status values.

• Set up partner types.

• Set up partner ratings.

Note. PeopleSoft Enterprise Sales has basic functionality for sales partners. For more robust functionality, use PeopleSoft Partner Relationship Management (PRM). This section only applies if you do not use PeopleSoft PRM. If you use PeopleSoft PRM, you should use it to set up your sales partners.

See PeopleSoft Enterprise CRM Partner Relationship Management PeopleBook.

Pages Used to Set Up Sales Partners

Setting Up Business Partners and Contacts

Access the Company page.

Enter the following information for the external companies or consultants that you want to set up as partners: business names, addresses, phone numbers, and the names of the contacts.

See Maintaining General Company Information.

Setting Up Partner Roles

Access the Partner Role page.

Enter a partner role ID, status, and description (for example, Coach, Decision Maker, and Evaluator) to identify the role of a partner. Add rows to create as many partner roles as you need.

Setting Up Partner Status Values

Access the Partner Status page.

Enter a partner status ID, status, and description (for example, Current, Former, and Out of Business) to identify the status of a partner's relationship with your organization. Add rows to create as many partner statuses as you need.

Setting Up Partner Types

Access the Partner Type page.

Enter a partner type ID, status, and description (for example, Alliance Partners, Channel Partners, and Distributor) to identify the types of partners that your organization has. Add rows to create as many partner types as you need.

Setting Up Partner Ratings

Access the Partner Rating page.

Enter a partner rating, status, and description (for example, Excellent, Fair, Good, and Poor) to identify how you rate a partner's working relationship or proven success with your organization. Add rows to create as many partner ratings as you need.

Setting Up Sales Competitors

This section discusses how to:

• Set up the competitor relationship.

• Set up business competitors and contacts.

Pages Used to Set Up Sales Competitors

Setting Up the Competitor Relationship

Access the Role Type page.

Set up the role type of Competitor to identify the relationship of an external company or consultant with whom you compete for sales. You must also configure the relationship, so that you can apply it to the external businesses.

See Defining Role Types and Role Categories.

See Defining Relationship Types and Relationship Categories.

Setting Up Business Competitors and Contacts

Access the Company page.

Enter information for the external companies or consultants that you want to set up as competitors.

See Maintaining General Company Information.

Setting Up Buying Criteria

To set up buying criteria, use the Sales Buying Criteria component (RSF_NEEDS).

This section discusses how to:

• Set up buying criteria types.

• Set up buying criteria impact levels.

• Set up buying criteria priority levels.

• Set up buying criteria status values.

Note. The system does not display buying criteria fields on the Lead - Propose and Opportunity - Propose pages unless you use display templates to specify that you want to display the buying criteria fields.

See Setting Up Display Templates for Leads and Opportunities.

Pages Used to Set Up Buying Criteria

Setting Up Buying Criteria Types

Access the Buying Criteria Type page.

Enter a buying criteria ID, status, and description (for example, Application Functionality, Contract Terms, andCustomization) to identify the types of needs that influence a customer to purchase. Add rows to create as many types as you need.

See Also

Qualifying a Lead or Opportunity

Setting Up Buying Criteria Impact Levels

Access the Buying Criteria Impact page.

Enter an impact ID, status, and description (for example, Negative, Neutral, and Positive) to identify the impact of buying criteria on the customer's decision to purchase. Add rows to create as many impacts as you need.

See Also

Qualifying a Lead or Opportunity

Setting Up Buying Criteria Priority Levels

Access the Buying Criteria Priority page.

Enter a priority ID, status, and description (for example, High, Low, Medium, and Normal) to identify the priority of a customer's need for a product. Add rows to create as many need priorities as necessary.

See Also

Qualifying a Lead or Opportunity

Setting Up Buying Criteria Status Values

Access the Buying Criteria Status page.

Enter a status ID, status (Active or Inactive), and description to identify the status of a customer's need for a product. For example, you might create a buying criteria status of Closed or Open. Add rows to create as many status levels as you need.

See Also

Qualifying a Lead or Opportunity

Setting Up Lead Sources

To set up a lead source, use the Lead Sources component (RSF_LEAD_SOURCE).

This section discusses how to set up a lead source.

Page Used to Set Up Lead Sources

Setting Up a Lead Source

Access the Lead Source page.

Enter a description and status to identify each source from which leads typically come. PeopleSoft Sales delivers several predefined lead sources, including Agreement, Case, Marketing, Online Marketing, Partner, Sales, and Telemarketing. You can modify or delete these, and you can create as many additional lead sources as you need.

When a PeopleSoft Sales user enters a lead, the system uses Sales as the lead source, on the Lead - Qualify page.

Setting Up Fallout Reasons

To set up fallout reasons, use the Fallout Reason component (RSF_FALLOUT_RSN).

This section discusses how to set up fallout reasons.

Page Used to Set Up Fallout Reasons

Setting Up Fallout Reasons

Access the Fallout Reason page.

Enter a status, description, and long description (for example, Customer Cancels Purchase, Lost Deal on Price, and Couldn't Meet Delivery Date) to identify the reasons why an opportunity might fall out of sales. Create as many fallout reasons as you need.

Setting Up Pipeline Segments

To set up pipeline segments, use the Pipeline Segments component (RSF_SEGMENT).

This section discusses how to define pipeline segments.

Page Used to Set Up Pipeline Segments

Defining Pipeline Segments

Access the Pipeline Segments page.

Pipeline segments correlate to stages of your sales process. The default segments correlate to the stages of the KES process: Contact, Qualify, Develop, Negotiate, and Retain.

Enter a description and status to identify each pipeline segment to correlate it to the stages of your business process.

Add rows to create additional segments. The system provides default sequence numbers. You can override the sequence numbers to reorder the stages.

Pipeline segments appear on the Segment Pipeline page in the Review Pipeline component.

See Viewing the Opportunity Pipeline.

Note. Other sales process definitions—for example, the Miller Heiman process—work equally well for defining pipeline segments.

Setting Up Sales Lead Import Templates

To set up sales lead import templates, use the Sales Lead Import Template component (RSF_IMP_TEMPLATE).

This section discusses how to:

• Create a lead import template.

• Rearrange fields on a template.

• View the import template map.

Understanding Lead Import Templates

When you import leads into PeopleSoft Sales, the system copies data from a spreadsheet to the Leads table and the Customer Data Model tables. Before you can import leads, you must set up a lead import template that specifies the mapping between the spreadsheet and the tables. PeopleSoft delivers a default template that can be used as-is, or additional templates can be created if needed. In setting up a lead import template, you use the Sales Lead Import Templates component to:

• Specify the fields to include in the import.

• Map the spreadsheet columns to fields in the Lead table.

• Set up duplicate checking for leads.

• Set up lookup criteria for Customer Data Model fields.

In addition, you can create a spreadsheet template that contains the column headings for fields that you import into PeopleSoft Sales.

Pages Used to Set Up Sales Lead Import Templates

Creating a Lead Import Template

Access the Import Template page.

Each level of the leads component interface is included as a collapsible section of the page. Each section lists all of the fields from that level. Select the fields to include in a Microsoft Excel spreadsheet to create a template for importing leads data.

Note. PeopleSoft delivers a default template called LEAD_IMPORT. In the default template, some fields do not have the Include check box selected. These are system fields that are part of the template for processing purposes, but would typically not be included in a spreadsheet containing data to be imported.

Note. Access the Address Format page to determine the fields used for address formats specific to a country.

See Setting Up Address Formats and Values.

Rearranging Fields on a Template

Access the Resequence Import Template page.

Sequence	Override the numbers here to rearrange the component level fields, if necessary. Resequencing the fields here does so for the template only. It does not affect how fields appear on pages in the components.
Show New Sequence	Click to view the fields in the new sequential order. Then, click OK to accept the new sequence and return to the template page.

Viewing the Import Template Map

Access the Maps page.

After you generate the template, view a list of the column headings to see how the fields correlate.

Setting Up the Summary Page for Leads and Opportunities

The Lead and Opportunity components contain a summary page that sales representatives and managers can use to view high level information about a lead and opportunity. PeopleSoft delivers a standard summary page for leads and opportunities. However, you can customize the summary page to meet your specific needs.

See Managing a Lead or Opportunity by Using the Summary.

Page Used to Set Up the Summary Page for Leads and Opportunities

Setting Up the Summary Page for Leads and Opportunities

Access the Summary Page Setup page.

Select RSF_LEAD_ENTRY as the Component Name to set up the summary page for leads or RSF_OPPORTUNITY as the Component Name to set up the summary page for opportunities.

It is recommended that you do not change the information in the Top Summary Box Title section.

Create a summary section for each topic that you want to include in the summary.

The delivered summary page for leads includes the following sections: summary, contacts, tasks, notes, team, products, and quotes.

The delivered summary page for opportunities includes the following sections: forecast, sales stage, contacts, tasks, notes, team, products, and quotes.

Base Scroll Record and Page

Hyperlink Record and Field

Summary Line Text

Summary Text Bind Fields

Setting Up Display Templates for Leads and Opportunities

PeopleSoft Sales has display templates that enable you to control the appearance and behavior of the Lead and Opportunity components for specific business needs. For the Opportunity component (RSF_OPPORTUNITY), PeopleSoft Sales has one display template named CORE. For the Lead component (RSF_LEAD_ENTRY), PeopleSoft Sales has three display templates:

• CORE

  Determines the appearance and behavior of the Lead component for enterprise users.

• PRM_SALES

  Determines the appearance and behavior of the Lead component for partner users.

• FSI_SALES

  Determines the appearance and behavior of the Lead component for wealth management referrals.

See Configuring Display Templates.

Page Used to Set Up Display Templates for Leads and Opportunities

Setting Up Display Templates for Leads and Opportunities

Access the Display Template page.

The following table contains the default configuration for the pages defined for the CORE display template for the Lead and Opportunity components.

Using a Functional Option With the Display Template

Access the Display Template - Page Definition page.

You can enter CORE_RSF_ADVANCED in the Functional Option Code field to either display or hide a field or grid tab in the Lead or Opportunity component depending on the setting of the functional option for a user.

See Setting Up Functional Options.

This table displays the grid tabs and fields in the delivered CORE display template for leads and opportunities that have CORE_RSF_ADVANCED in the Functional Option Code field.

If you want to hide or display specific fields or grid tabs in the Lead or Opportunity component, you can edit the CORE display template.