Managing Sales Opportunities

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Managing

Sales Opportunities

Last updated on Monday, July 08, 2013

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Managing Sales Opportunities

Training Video

VIDE O:Eve r yt h in g CR M s e r ie s

About Forecasting and Managing Business Opportunities in Autotask

Your Autotask database has features that allow you to forecast sales and generate quotes for customers and prospects. A potential sale you have identified is called anOpportunityin Autotask. The document you pro-vide to a customer that lists prices for products and/or services and guarantees them for a specified time is a Quote.

Companies have different thresholds when potential sales should be considered Opportunities, but typically you will create an Opportunity in Autotask when a sale can be forecasted.

A sales opportunity exists and can be forecasted when

l The customer has a need or requirement

l Your company has a solution for the need or requirement

l The solution or requirement must be implemented in a specific timeframe l The customer has a budget to implement the solution

Not all Opportunities will result in a sale. Some will become inactive or be lost to a competitor, and some cus-tomers will not be able to implement a solution for financial reasons, however much they need it. This is why the sales process is often pictured as a sales funnel:

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Managing Sales Opportunities

E XAM PLE :Yo u h a ve e xh ib it e d a t a t r a d e s h o w ("Ma r ke t in g Ca m p a ig n ") a n d r e t u r n e d w it h 1 4 7 le a d s . Yo u d o a n in it ia l r o u n d o f q u a lific a t io n c a lls , a n d it a p p e a r s t h a t yo u h a ve 6 3 s o lid le a d s . Yo u fo llo w u p w it h p r e -s e n t a t io n -s , d e m o -s , a n d c lie n t vi-s it -s , a n d d e t e r m in e t h a t 3 2 c u -s t o m e r -s h a ve r e q u ir e m e n t -s yo u h a ve a -s o lu t io n fo r , a c o n c r e t e t im e lin e a n d a b u d g e t . Th e s e , yo u c o n s id e r t r u e O p p o r t u n it ie s , s o yo u p r o vid e t h e m a Q u o t e (p r o p o s a l). Eig h t e e n o f t h e m lo s e fu n d in g o r g e t a b e t t e r q u o t e fr o m a c o m p e t it o r . Yo u n o w h a ve 1 4 via b le c u s -t o m e r s .

In This Chapter

In this chapter, we will:

l Provide you with an overview of the Autotask workflow from quoting to billing. Refer to

"Oppor-tunity/Quote to Billing Workflow Overview" on page 10.

l Guide you through the configuration steps necessary to customize Opportunities and Quotes. Refer to

"Configuring Opportunities and Quotes" on page 15.

l Lead you through the steps for creating and managing opportunities and quotes, from setup to closing

an opportunity. Refer to"Working With Opportunities and Quotes" on page 30.

l Go over the most frequently used Opportunity reports. Refer to"Reporting on Opportunities" on page

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The CRM Dashboard

The CRM dashboard displays sales information for the current month for either yourself, your territory, or all the salespeople in your company. If you are a member of the sales team, the CRM Dashboard is likely your Autotask home page.

To access the CRM dashboard:

l From theCRM shortcut menu,select Dashboard.

l From theCRM module, click Dashboard in the left navigation menu.

T IP: Yo u c a n c u s t o m iz e t h e in fo r m a t io n d is p la ye d o n t h e d a s h b o a r d , a lo n g w it h w h o s e in fo r m a t io n a p p e a r s . R e fe r t o"Co n fig u r in g t h e CR M Da s h b o a r d " o n p a g e 1 7.

Selecting Whose Information to View

If you see theDisplayoption at the top of the page, you have been assigned a custom security level that allows you to view more than just your own information on the CRM Dashboard.

l Select an option from theDisplaydrop-down menu. Depending on your security level, you can see all

resources in your territory, or all resources (all resources, resources by territory, or any individual resource).

For information on custom security level assignment, refer to Managing Custom Security Levels.

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The CRM Dashboard

Understanding the Dashboard

Dashboard Feature Description

Sales Alert Provides links to access to-dos, opportunities, or tickets that need your immediate attention.

Sales Metrics This Month

Provides links to several sales reports.

Sales Quota Per-formance This Month

Refer to"Displaying Sales Quota Performance Metrics on the Dashboard" on page 20.

Call Metrics This Month

Provides a link to the Call Summary Report which shows a list of all completed to-dos and notes entered into Auto-task. A table below the link displays totals by Action Types. Refer toCRM Related Reports.

Account Spotlight Provides links to lists showing Accounts, Active Opportunities, and New Opportunities this Month.

Territories Searches all accounts for the selected territory and displays results in the account search results grid.

Key Accounts This section presents the accounts owned by all resources that fall under the selected Display option, grouped by the Key Account icon.

Active Oppor-tunities

Displays a table that lists all sales stages that the account manager has configured for your sales organization, and the total financial value of open opportunities that are currently in that stage.

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Opportunities and Quotes

Opportunities

An Autotask Opportunity helps you keep track of a potential sale that could consist of multiple products and/or service items.

Opportunities track:

l The customer or prospect the opportunity is associated with. Opportunities can be tracked for all

account types, not just Customer accounts, and you can track multiple sales opportunities for an account at the same time.

l The amount of revenue you are expecting. This amount can be based on an optional associated quote,

or entered manually.

l The expected close date

l The probability that the opportunity will close l The sales stage associated with the opportunity

l The price quote associated with the opportunity. An opportunity may have an associated price quote,

but a quote is not required.

l If you do not reference a quote, you can select one product to track with the Opportunity.

Opportunities move through stages that are specific to the products and services you are selling. Opportunity stages define how far along you are in the sales process, and correspond to an increasing probability, also tracked with the opportunity, that you will close the sale successfully.

Opportunity stages can be customized to match the forecasting model your company uses. Refer to"Adding Opportunity Stages" on page 28for details on customizing your opportunity stages.

Opportunities are best managed from the CRM Dashboard, which keeps you focused on your sales effort. For more information on how opportunities are tracked there, refer to "The CRM Dashboard" on page 6.

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Opportunities and Quotes

Quotes

An Autotask Quote allows you to keep track of multiple products, services, labor items, etc. that make up a sales opportunity. A quote can be electronically published to the customer.

Autotask Quotes are always associated with an opportunity. (There can be only one quote per opportunity, but the quote can have an unlimited number of line items of any type.) Quotes can be generated for accounts of any type.

NOT E: O p p o r t u n it ie s d o n o t r e q u ir e a q u o t e . F o r m o r e in fo r m a t io n o n O p p o r t u n it ie s , r e fe r t o "Ad d in g a n d Ed it in g O p p o r t u n it ie s " o n p a g e 3 1.

With an Autotask Quote, you can:

l Select quote items from your labor rates (roles), products, services, material costs and expense lists, or

manually enter one-time quote items. Refer to"Managing Quotes" on page 53for more information.

l Discount at the line item and quote levels. l Calculate your gross profit.

l Assign an expiration date to a quote. After the quote has expired, the customer can no longer access the

quote.

l Preview your quote in the format your customer will see it before you publish it. For more information,

refer to "Previewing and Publishing a Quote" on page 59.

l Install quoted products (after the quote has been accepted) to your customer account and generate

bill-ing subscriptions. You can also create Recurrbill-ing Service Contracts from quoted services and service bundles.

l Generate forecast reports with unit quantities for your key vendors.

l Publish the quote as an eQuote, an online version of the quote that contain links to additional information

about the quoted items. Changes can be published and immediately viewed. The link to the eQuote is sent to your customer via email. For more information, refer to "Previewing and Publishing a Quote" on page 59.

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Opportunity/Quote to Billing Workflow Overview

Business Cases

The ultimate goal of creating an opportunity in Autotask and generating a price quote for a customer is to make a sale and invoice the customer for the quoted products and services.

The Autotask workflow supports multiple different business cases. BU S INE S S CAS E 1 :

Yo u r c o m p a n y is a s m a ll IT s h o p t h a t b ills c u s t o m e r s m o s t ly fo r s e r vic e s o n a b r e a k- fix b a s is . Yo u a ls o in vo ic e t h e m fo r s o m e p r o d u c t s . O n e o f yo u r c u s t o m e r s is a b o u t t o a d d a s a le s p e r s o n , a n d is a s kin g yo u fo r a q u o t e fo r a fu lly c o n fig u r e d s a le s la p t o p , a p o r t a b le p r o je c t o r , a n d a d d in g t h e p e r s o n t o t h e ir n e t w o r k.

Set up an opportunity and after consulting the online price lists of your hardware distributors, generate a quote for the hardware in Autotask. You estimate 5 hours of on-site labor and add that to the quote.

You win the business, and run the Close Opportunity Wizard. You check off the option where the hardware is associated with a ticket you create in the Post Sales Queue. You open the ticket and assign it to one of your bench techs, and order the hardware. A couple of days later, the hardware arrives. You install and test every-thing in-house, then send your tech on-site to add a node on their network.

The hardware is ready to approve and post as soon as the opportunity is closed. Your tech enters his labor. You approve and post the labor and hardware, and invoice the customer.

BU S INE S S CAS E 2 :

Yo u r c o m p a n y is a Ma n a g e d S e r vic e s P r o vid e r . O n e o f yo u r c u s t o m e r s is a ls o a b o u t t o a d d a s a le s p e r s o n . Yo u r c o m p a n y, h o w e ve r , p r o vid e s t h e h a r d w a r e a s a s e r vic e . Th e c u s t o m e r le a s e s a fu lly c o n fig u r e d la p t o p a n d yo u w ill p r o vid e m a in t e n a n c e a n d s u p p o r t o n a m a n a g e d - s e r vic e b a s is .

Set up an opportunity and a quote. You quote your customer a product configuration at $ 0.00 (remember, they are not actually buying the laptop), and you also quote a service bundle "Lease, Maintenance and Support for Basic Sales Laptop", at $105/month for 24 months. You are able to forecast the monthly revenue over the next 2 years.

Your quote is accepted, you order and install the hardware.

When you close the opportunity, you create a ticket in the Post Sale queue to track the labor. You open the quote and install the laptop as a Configuration Item to the customer account. Your reference their existing Recurring Services contract, and the unit count and monthly billable amount are automatically updated. The lap-top and the installation labor are tracked as costs against the Recurring Services Contract, but not invoiced sep-arately.

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Create an Opportunity – Overview

Step 1: Configure Opportunities and Quotes

Before you create an opportunity and quote, you must complete the setup for opportunities and quotes. The products, services, and workflows you use in a quote must exist in your database. Refer to"Configuring Oppor-tunities and Quotes" on page 15.

Step 2: Create an Opportunity and Add a Quote

Opportunities are not dependent on quotes, but quotes must always be associated with an opportunity. You can either start with a quote and add an opportunity, or create an opportunity and then add a quote.

Refer to"Adding and Editing Opportunities" on page 31and"Adding a Quote to an Opportunity" on page 49.

Step 2b (optional): Create a Proposal Project

If you are planning on associating the quoted items with a proposed project, you must also create the Proposal Project. You can do this either before you create the quote, or when you create the quote you can click the Plus "+"icon next to the Proposal Project Name field and add the proposal project. If you have a Project tem-plate, you can use that to create your Proposal Project by clicking theNew from templateicon.

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For details on adding a Proposal Project, refer toCreating a ProjectandCreating a Project from a Template.

Step 3: Add Items to the Quote

In the next step, add products and services to the quote. Refer to"Managing Quotes" on page 53.

Step 4: Run the Close Opportunity Wizard

Once the customer has accepted your quote, run the Close Opportunity Wizard for the opportunity the quote is associated with. The second page of the Close Opportunity Wizard will display options that allow you to convert quote items to billing items. The options that are enabled on this page will depend on what types of billing items (Products, Services, Labor) are part of the associated quote. Generally speaking, you can bill Products directly, or as a Contract, Project or Ticket Cost.

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Step 5: Approve, Post, and Invoice

All product billing items created in the Close Opportunity Wizard are marked as Billable, and are immediately available to be approved, posted and invoiced in Approve and Post > Costs. The prices on the quote will override the list price of your products and services.

For general information on approving and posting costs, refer toApproving Costs.

Once your costs are posted, you can complete billing by generating invoices in Autotask and optionally trans-ferring them to QuickBooks or exporting invoices to your external accounting package. Refer toOverview of the Billing Process.

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Configuring Opportunities and Quotes

Configuring Opportunities

Opportunities are configured in the Admin module.

InAdmin > CRM > Opportunities, you have customizable options for:

l "Tracking Lead Referrals" on page 27

l "Adding Opportunity Stages" on page 28

l "Adding and Managing Shipping Types" on page 29

l Adding a User-defined Field

l "Configuring the CRM Dashboard" on page 17

InAdmin > CRM > Dashboard, you configure you configure items that appear on the dashboard:

l "Configuring the CRM Dashboard" on page 17

InAdmin > CRM > Workflow Policies:

l You will need to decide if Account Owners who do not have access to the Contracts module will have

access to the Financials tab for accounts they are the owner for, and whether to enable editing of oppor-tunities from the Opportunity Grid. There, you can also edit the footer text that appears on eQuotes. Refer to"Material cost code to use when converting quoted shipping items to billing items (in the Close Opportunity Wizard)" on page 24.

InAdmin > Site Setup > Workflow Rules:

l You can define workflow rules that determine who gets notified when an opportunity is edited or closed.

Refer to"Setting Workflow Rules and Notifications" on page 25.

If You Are Using Autotask Quotes...

If you are creating Autotask Quotes for your opportunities and would like to bill your customers for the quoted products, you need to complete the following setup tasks:

l Enter or import the products you will be quoting into the Autotask Products list.

NOT E :W h ile yo u c a n m a n u a lly a d d it e m s t h a t a r e n o t o n yo u r P r o d u c t s lis t t o a q u o t e , m a n u a lly e n t e r e d it e m s a r e n o t s e n t t h r o u g h t h e Au t o t a s k b illin g p r o c e s s .

Associate the products on the Products list with a Material Cost Code.

For more information on your products list, refer to Managing the Products List.

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Configuring Opportunities and Quotes

l Optionally, you may want to edit the standard eQuote Footer text and select the Material Cost Code you

will be using when quoting shipping charges. Refer to"Material cost code to use when converting quoted shipping items to billing items (in the Close Opportunity Wizard)" on page 24.

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Configuring the CRM Dashboard

The CRM module includes a dashboard that provides access to information specific to sales and opportunities. For information about dashboards, refer to Understanding Dashboardsand"The CRM Dashboard" on page 6.

Data Security Settings

The CRM Dashboard gives you the flexibility to view your data, other users' data, or the data across your entire territory. You can set these options by going toAdmin > Site Setup > Security Levels. Refer to Man-aging Security Levels.

CRM Dashboard Fields

You can customize the CRM dashboard display inAdmin > CRM > Dashboard. Here, you can customize: "Tracking Revenue Streams Using Advanced Fields" on page 18

"Displaying Sales Quota Performance Metrics on the Dashboard" on page 20 "Establishing Sales Quotas" on page 22

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Tracking Revenue Streams Using Advanced Fields

About Advanced Fields

Advanced Fieldsare Autotask fields that track the revenue streams that contribute to your sales revenue, such as Setup Fees, Hardware Fees, and Monthly License fees. They belong to the Opportunity entity in Auto-task, and track forecasted or actual sub-revenue streams. Unlike other Autotask system fields, they can be re-labeled to reflect your business model.

Advanced Fields are located on theGeneraltab of theOpportunitywindow.

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Tracking Revenue Streams Using Advanced Fields

Data entered in the numbered fields is available in pipeline reports and LiveReports. When the opportunity is closed, the data is tracked as closed revenue on theSales Quota Performance this Monthdisplay on the CRM Dashboard. Refer to "Configuring the CRM Dashboard" on page 17.

Customizing Advanced Field Labels

Administrators can customize the field labels for Advanced Fields inAdmin > CRM > Dashboard > Advanced Fields.

To edit the label names, right-click on the Advanced Field name, selectEdit Advanced Fieldand change the label name.

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Displaying Sales Quota Performance Metrics on the Dashboard

About "Sales Quota Performance This Month"

Sales Quota Performance This Monthon the CRM Dashboard shows a series of horizontal bar graphs that visually display performance against quota for the current month.

l The top bar titledAmountincludes all sales tracked in Autotask for the selected person or territory. l The5 additional bar graphsbelow represent sub-revenue streams for which independent goals can

be established. They may or may not add up to the numbers in the Amount bar graph. The sub-revenue streams include projected and realized revenue from Opportunities.

l The number on theright sideof the bar graph establishes the sales goal for the current month. l The number on theleft siderepresents the actual sales for the current month.

l Thecolored bar graph in the middleindicates how the salesperson or territory is tracking against

the goal. If current sales numbers are less than 50% against goal, the bar is colored red; 50-75% shows in yellow; and over 75% shows as green.

Setting Up the Sales Quota Performance Graphs

1. Go toAdmin > CRM > Dashboard > Sales Quota Performance Metrics.

2. Edit or inactivate any of the metrics by right-clicking on the line item and selecting the appropriate option.

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Displaying Sales Quota Performance Metrics on the Dashboard

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Establishing Sales Quotas

Autotask allows you to establish Sales Quota for all sales resources in your organization. Actual sales per-formance can be measured against quota for each salesResource,TerritoryorRegionon amonthly, quarterlyorannualbasis.

To set up Sales Quota:

1. Go toAdmin > CRM > Dashboard > Sales Quota.

2. In the upper right corner of the Sales Quota worksheet, select the month and year that you want to assign quotas for from the drop-down lists.

The worksheet displays a grid of all resources within your organization that are currently selected for quota assignment.

3. To add a resource to the list, clickNew Sales Quota, select the resource from the list, and clickSave and Close.

4. To assign goals for a resource for each Sales Quota Performance Metric, move your cursor to the appro-priate cell in the resource's row and type a currency value for the metric.

NOT E :Th eAmo u n tm e t r ic s h o u ld e q u a l t h e t o t a l q u o t a t h a t t h e r e s o u r c e is r e s p o n s ib le fo r d u r in g t h e m o n t h .

5. Once the numbers for each individual are added to the worksheet, clickSavein the sub-navigation bar. The Sales Quota numbers will be displayed on the Sales Representative's CRM Dashboard.

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Managing CRM Workflow Policies

Accessing CRM Workflow Policies

In Admin, openSite Setup > Workflow Policiesand scroll to the CRM workflow policies section , or open CRM > Workflow Policies.

Enabling and Editing Workflow Policies

l To enable a Workflow Policy, click the checkbox, make a selection from a drop-down list, or enter data

in the required field.

l To disable a Workflow Policy, uncheck the checkbox.

l To edit a Workflow Policy, make a different selection or enter different data.

Explanation of CRM Workflow Policies

Allow Account Owners to access the Account Screen's Financial View for their accounts, even if

they do not have access to the Contracts module.

By default, access to financial information requires a Manager security license (access to Contracts and Reports). If enabled, this Workflow Policy will give Account Owners access to the Account Financials tab on the Account Detail screen.

Enable Editable Opportunity Grid

By default, to edit a CRM opportunity and update a forecasted item the user must separately right-click each opportunity in the list and selectEdit Opportunityto launch the Edit Opportunity popup.

If enabled, this Workflow Policy turns theCRM > Opportunity listinto aneditable gridand users can edit and save the Opportunity Projected Close Date, Amount, and all five Advanced Fields (tracking sub-revenue streams) without having to edit each opportunity individually.

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Managing CRM Workflow Policies

eQuote Footer Text

eQuotes have a customizable footer, giving organizations the ability to display company-specific terms and con-ditions when publishing eQuotes to potential customers. You add custom information to the footer, including links to web sites, through the eQuote Footer Text workflow policy.

To edit the workflow policy, delete the default eQuote footer text and replace it with your own.

T IP:Th e e Q u o t e F o o t e r Te xt c h a r a c t e r lim it is 2 0 0 0 . If yo u h a ve le n g t h y t e r m s a n d c o n d it io n s , c o n s id e r u s in g HTML t a g s t h a t d ir e c t c u s t o m e r s t o yo u r w e b s it e , s u c h a s< a h r ef = h ttp :

//y-o u r C//y-o mp an yW eb site.c //y-o m/y//y-o u r T er ms.h tm> T er ms an d C//y-o n d iti//y-o n s< /a>.

Material cost code to use when converting quoted shipping items to billing items (in the Close

Opportunity Wizard)

If you want to quote shipping charges on Autotask eQuotes and convert quoted shipping items into a cost item that can be billed when the opportunity closes, a Material Cost Code is required to create the billing item. To specify the Material Cost Code to use for quoted shipping items, select it from the drop-down.

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Setting Workflow Rules and Notifications

Training Video

VIDE O:S e r vic e De s k Mo d u le s e r ie sS e le c t "Un le a s h in g t h e P o w e r o f W o r kflo w R u le s ."

About Workflow Rules

A Workflow Rule tells Autotask to automatically perform certain actions when certain conditions are met in the system. For example, a workflow rule can create a list of To-Dos when an opportunity is created, or move a ticket to another queue if its status changes. They are flexible enough to automate many of your business proc-esses.

Workflow Rules vs. Workflow Policies

A WorkflowRuleis different from a WorkflowPolicy. Refer toSetting Workflow Policiesfor more information.

Types of Workflow Rules

Workflow Rules can be created for Opportunities, Projects, Tasks and Tickets. For a complete list of available variables, refer to Supported Attributes, Operators and Field Types.

Before Using Workflow Rules...

Before you start creating Workflow Rules, remember:

l Workflow Rules can interact with each other, causing unexpected results. Be sure to plan and manage

your Workflow Rules carefully to prevent unintended actions.

l When editing a Workflow Rule, deactivate it first, make your changes, and then activate it to test it.

Leave it activated if it is performing as expected.

Managing Workflow Rules

Go toAdmin > Site Setup > Workflow Rules, or selectWorkflow Rulesfrom the Admin shortcut menu.

For more information, refer to:

l Creating and Editing Workflow Rules

l Workflow Rule Attributes, Operators, and Field Types

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Setting Workflow Rules and Notifications

Notifications

Workflow Rules and Notifications

All notification emails triggered by Workflow Rules use customizable notification templates. The notification email can be sent to multiple recipients.

Notification Templates

All workflow rules that trigger an email notification must specify a notification template. Notification templates determine the contents of the notification.

Workflow rule notification templates are selected when you create the rule. Autotask provides default tem-plates for each entity type that can trigger workflow notifications. You can also use the notification editor to create custom notifications. Refer toManaging Notification Templates.

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Tracking Lead Referrals

The Lead Referrals option under CRM > Opportunities in the Admin menu lets you tie your marketing efforts to your sales. For each sales opportunity you track, you can reference a lead source that generated the oppor-tunity. If the opportunity results in a sale, you can generate reports in Autotask that tie specific lead sources and marketing efforts to successful sales.

The Lead Referral is selected on the General tab of the Opportunity popup. The field is populated by making a selection from a drop-down menu.

The list of Lead Referrals that appears in the menu is maintained inAdmin > CRM > Opportunities > Lead Referrals.

Adding a Lead Referral Source

1. Open the Lead Referrals List in Admin > CRM > Opportunties > Lead Referrals. 2. ClickNew Lead Referralon the sub-navigation frame.

3. Enter a name in theLead Referralfield. 4. If desired, enter aDescriptionandNumber.

The Number determines the display order of the Lead Referral sources in menus. 5. ClickSave and Close.

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Adding Opportunity Stages

An Opportunity Stage defines a step in the sales process, for example, Proposal or Negotiation. Most sales organizations define opportunity stages to allow them to accurately forecast future sales. Administrators can customize the opportunity stages in Autotask to fit your forecasting model.

Adding an Opportunity Stage

1. From the Admin menu selectCRM > Opportunities > Opportunity Stages. 2. ClickNewOpportunity Stage.

3. Enter aNameand any other necessary information.

T IP:Nu m b e r t h e s t a g e s a n d in c lu d e t h e n u m b e r in t h e Na m e , fo r e xa m p le , S t a g e 1 : F ir s t Co n t a c t . 4. ClickSave and Close.

NOT E :To e d it o r d e le t e a lin e it e m , r ig h t - c lic k it a n d s e le c t a n o p t io n .

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Adding and Managing Shipping Types

Shipping Types are used in Autotask Quotes. They allow Salespeople to specify a carrier for a product ship-ment on the quote.

To access Shipping Types:

1. Go toAdmin > CRM > Opportunities > Shipping Types. 2. To add a shipping type, clickNew Shipping Type.

3. Enter the necessary information and clickSave and Close. NOT E :To e d it o r d e le t e a lin e it e m , r ig h t - c lic k it a n d s e le c t a n o p t io n .

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Working With Opportunities and Quotes

Training Video

VIDE O:Eve r yt h in g CR M s e r ie sS e le c t "Ma n a g in g S a le s O p p o r t u n it ie s a n d Q u o t e s ."

This section takes you through the steps for creating and managing opportunities and quotes, from setup to closing an opportunity. Click the link to find information on how to complete the following steps:

l Manually enter a new opportunity into your Autotask database, refer to"Adding and Editing

Oppor-tunities" on page 31.

l Find specific opportunities, refer to"Searching for Opportunities" on page 38.

l View and manage opportunities, refer to"Understanding the Opportunity Detail (Wall View)" on page

41.

l Generate a quote for an opportunity, refer to"Adding a Quote to an Opportunity" on page 49.

l Manage opportunities from the Opportunity Grid, refer to"Managing Opportunities from Lists" on page

67.

l Reassign an opportunity and optionally an account to a different salesperson, refer to"Reassigning

Opportunities" on page 70.

l Close an opportunity you have won, refer to"Closing Opportunities You Have Won" on page 72. l Close a lost opportunity, refer to"Setting an Opportunity as Lost " on page 99.

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Adding and Editing Opportunities

Training Video

VIDE O:Eve r yt h in g CR M s e r ie sS e le c t "Ma n a g in g S a le s O p p o r t u n it ie s a n d Q u o t e s ."

About the New Opportunity Window

You will add and edit your opportunities (forecasted business) in the New Opportunity window. All oppor-tunities are associated with an Autotask Account, and optionally, a Contact. An account can have multiple active opportunities.

Accessing the New Opportunity Window

You can access the New Opportunity window from:

l CRM Dashboard menu > New > Opportunity

l Account Detail window > New > Account Opportunity l Contact Detail window > New > Opportunity

l CRM > Menu > My Workspace > My Opportunities > New l CRM > Menu > Opportunities > New

l CRM > all Opportunity grids > New button l CRM module shortcut menu > New Opportunity

l CRM New/Edit Quote window >"+" icon on Opportunity Title field

Adding an Opportunity

To add an opportunity, do the following.

1. Launch the Opportunity window from one of the locations listed above.

2. Populate the required fields (identified by a red asterisk) on all tabs and additional fields as needed. T IP: Us e t h eS p eed Co d e an d Favo r itesfe a t u r e t o p r e - p o p u la t e s o m e o f t h e fie ld s o n t h e Ge n e r a l a n d No t ific a t io n s t a b s . R e fe r t oAd d in g a n d Ma n a g in g F a vo r it e s.

3. Savethe opportunity, or clickCancel.

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Save and Create Quotesaves the opportunity and opens the New Quote window. Refer to"Adding a Quote to an Opportunity" on page 49.

NOT E :If t h e VAR S t r e e t in s t a lle d m o d u le is e n a b le d fo r yo u r c o m p a n y a n d t h e lo g g e d in u s e r h a s VAR -S t r e e t a c c e s s , -S a ve a n d O p e n Q u o t e b e c o m e s a m e n u w h e r e yo u c h o o s e New Au to task Qu o teo r New VAR S tr eet Qu o te. S e le c t Ne w VAR S t r e e t Q u o t e t o o p e n t h e VAR S t r e e t m o d u le . R e fe r t oTh e Au t o t a s k VAR S t r e e t Ext e n s io n.

Save and Newsaves the opportunity and opens the New Opportunity window to add another oppor-tunity.

Populating the General Tab

Populate the following fields (required fields are identified by a red asterisk):

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Field Name Description

General Information

Opportunity Title*

The Title should be as descriptive as possible, since this is how this deal will be identified.

Account* Click the account selector icon and search for the account, or start to type the account name and then click the icon. If the account is not yet in your database, click the "+" icon next to the Account field. Complete the New Account window to add the account.

The Account (and Contact) name is populated by default if you launch the New Opportunity window from the Account or Contact Detail window.

Contact Name

You must select an account first. Then select a Contact Name from the list of active contacts. If the selected account has more than 200 contacts, the click the contact selector icon to find the contact.

Opportunity Owner*

The Opportunity Owner defaults to the Account Owner, but you can assign the opportunity to a different resource. The list displays all users with access to the CRM module.

Stage* Defaults to the Stage with the lowest sort order as configured inAdmin > CRM > Opportunities > Opportunity Stages. Select the Sales Stage that best characterizes the opportunity at this time. For more information about stages and how to customize them, refer to"Adding Opportunity Stages" on page 28.

Lead Referral To tie the opportunity to your marketing efforts, select a Lead Referral from the drop-down list. For information on how to set up this customized list of your company's marketing events, refer to"Tracking Lead Referrals" on page 27. Status* The Status of the new opportunity defaults toActive, but you can select another status from the list, which contains the

following additional statuses:Not Ready to Buy, Lost, Closed, Implemented.

NOT E :If t h e S t a t u s o f a n o p p o r t u n it y is Ac tive, t h e fo r e c a s t e d a m o u n t is r e fle c t e d in t h eM y Ac tive Op p o r tu n ityt a b le a n d g r a p h a n d t h e O p p o r t u n it y P ip e lin e r e p o r t s . If t h e s t a t u s o f a n o p p o r t u n it y is e it h e rClo sedo rImp lemen ted, t h e fo r e c a s t e d a m o u n t is r e fle c t e d in t h eM y S ales Qu o te Per fo r man c e T h is M o n thg r a p h a n d t h e S a le s Q u o t a P e r fo r m a n c e a n d t h e S a le s Q u o t a P e r fo r m a n c e S u m m a r y r e p o r t s .

Create Date* The current date defaults in as theCreate Date*, but can be changed. Projected

Close Date*

The dashboard displays opportunities that need your attention based on the Projected Close Date. My Opportunities Requiring Update will show opportunities with an overdue close date, and Opportunities to Close will display opportunities to close this month.

Manually enter a Projected Close Date for the Opportunity, or click one of the shortcut links:

Today- Click to populate the field with today's date.

7- Click to populate the field with today's date + 7 days.

Probability Enter a Probability percentage that indicates how likely it is that you will be able to close this opportunity. Most sales organ-izations relate opportunity stages and corresponding probability percentages to allow them to accurately forecast future sales. For example: if you close one deal out of 3 when you do a presentation, your Stage 2: Presentation would cor-respond to a 33 percent probability.

Rating Enter a Rating for the Opportunity. Select from the following options: Blank (no Rating selected), Hot, Warm, Cold.

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Primary Prod-uct

If you want, you can select oneProduct Namefrom your company's Products List as the primary product for this oppor-tunity. Refer toManaging the Products Listfor more information the Products list.

On an opportunity, you can only track one product at a time. If you need to track multiple products, you can create an Autotask or a VARStreet Quote. Refer to"Adding a Quote to an Opportunity" on page 49.

Promotion Name

ThePromotion Nameis an optional field to track this deal against a promotion you may be offering.

Opportunity Values

Use Amount/Cost of Quoted Items

If this checkbox is checked, the Revenue and Cost fields are disabled and will be populated with the amounts and costs from the quote associated with this opportunity. You can select this field even if the quote does not exist yet (all values will be set to $0.00 and updated when the quote is created).

The following fields in this section are only enabled checkbox "Use Revenue/Cost of Quoted Items" is unchecked:

One-time Revenue

Enter a one-time amount for the opportunity.

One-Time Cost

Enter a one-time cost for the opportunity.

Monthly Reve-nue

Enter a Monthly amount for the opportunity.

Monthly Cost Enter a Monthly cost for the opportunity. Quarterly

Revenue

Enter a Quarterly amount for the opportunity.

Quarterly Cost

Enter a Quarterly cost for the opportunity.

Semi-annual Revenue

Enter a Semi-annual amount for the opportunity.

Semi-annual Cost

Enter a Semi-annual cost for the opportunity.

Yearly Reve-nue

Enter a Yearly amount for the opportunity.

Yearly Cost Enter a Yearly amount for the opportunity. Calculate

Totals for # Months

Enter the number of months that will be used to calculate the Total Revenue Amount, Total Cost and Gross Profit. The value in this field defaults to the number that was used when the last opportunity was created or edited.

If an opportunity is created using AutoForms, the number defaults to 1.

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Total Reve-nue (Amount)

This is a read-only calculated field.

When the checkbox "Use Amount/Cost of Quoted Items" is unchecked:

Total Amount = Sum of [One-Time Amount + (Monthly Amount * n) + (Quarterly Amount * n/3) (Semi-Annual Amount * n/6) + Yearly Amount * n/12)] where n = Number of months entered in the field "Calculate Totals for # months".

When the checkbox "Use Amount/Cost of Quoted Items" is checked:

Total Amount = Sum of [One-Time Amount + (Monthly Amount * n) + (Quarterly Amount * n/3)+ (Semi-Annual Amount * n/6) + Yearly Amount * n/12)] + Shipping Items Subtotal - Discount Items Subtotal. where n = Number of months entered in the field "Calculate Totals for # months".

Total Cost This is a read-only calculated field.

When the checkbox "Use Amount/Cost of Quoted Items" is unchecked:

Total Cost = Sum of [One-Time Cost + (Monthly Cost * n) + (Quarterly Cost * n/3) + (Semi-Annual Amount * n/6) + Yearly Cost * n/12)] where n = Number of months entered in the field "Calculate Totals for # months".

When the checkbox "Use Amount/Cost of Quoted Items" is checked:

Total Cost = Sum of [One-Time Cost + (Monthly Cost * n) + (Quarterly Cost * n/3) + (Semi-Annual Amount * n/6) + Yearly Cost * n/12)] + Shipping Items Subtotal - Discount Items Subtotal. where n = Number of months entered in the field "Calculate Totals for # months".

Gross Profit Displays the gross profit as a currency amount and as a percentage: Gross Profit ($) = Total Amount minus Total Cost

Gross Profit (%) = ((Total Amount minus Total Cost) / Total Amount) * 100

Revenue Recognition Spread reve-nue over ## (Days, Months, Years)

Check this box and select a time period to spread the revenue over. This information is used in the CRM > Reports > Oppor-tunity Revenue Recognition Forecast Report.

Advanced Fields

Fields num-bered 1 through 5

The Advanced Fields are Autotask system fields that track the revenue streams that contribute to your sales revenue, such as Setup fees, Hardware Fees, and Monthly License fees. They belong to the Opportunity entity in Autotask, and track fore-casted or actual sub-revenue streams. Unlike other Autotask system fields, they can be re-labeled to reflect your business. Refer to"Tracking Revenue Streams Using Advanced Fields" on page 18.

Populating the Detail Tab

Click theDetailtab and optionally populate the following fields: Field Name Description

Projected Live/Ship Date

Commonly used for a project or service related opportunity. The Projected Live/Ship Date field could be used to indicate the beginning of the project or service. The field does not affect revenue or profit forecasts.

Through Date

Commonly used for a project or service related opportunity. The Through Date could be used to track the projected end date of the project or service. The field does not affect revenue or profit forecasts.

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Market Text fields that can be used to track information about this opportunity. Barriers

Help Needed Next Step

Populating the User-defined Tab

User-defined Fields(UDFs) are custom fields you can add to your Autotask database to capture oppor-tunity information that is unique to your business. They are then available for searching and reporting. For more information on UDFs, refer toSetting Up User-defined Fields.

Click theUser Definedtab and complete any applicable UDFs. NOT E :S o m e UDF s m a y b e r e q u ir e d fie ld s .

Populating the Notification Tab

Click theNotificationtab to let others in your organization know that the opportunity has been created or updated. You may also select a notification template on this tab. The Notification Template you select now will remain selected the next time you visit this page.. For more information on notifications, refer to Com-municating in Autotask with Notifications.

Editing an Opportunity

Managing opportunities involves frequently updating your opportunities so they accurately reflect the current status of each deal you are working on.

You can edit existing opportunities from the following locations:

l Account Detail > Opportunities tab l Contacts Detail > Opportunities tab l CRM > all Opportunity grids, including:

CRM > Menu > My Workspace > Opportunities and My Opportunities

CRM Dashboard > My Account Spotlight > Active Opportunities and New Opportunities this Month CRM Dashboard > Sales Alert > My Opportunities Requiring Update

l Sales Metrics This Month > Lost Opportunities, Opportunities to Close and My Closed Opportunities

If the CRM workflow policy"Enable editable opportunity grid"is enabled (refer to"Managing CRM Work-flow Policies" on page 23), you can edit theProjected CloseandCloseddates,Opportunity Values, and Advanced Fields(tracking sub-revenue streams) directly in the grid without having to edit each opportunity individually. Editable fields are shown with an outline.

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Change information in one or multiple rows, then clickSave.

If the workflow policy is not enabled, and to edit other fields, do the following:

1. Right-click the opportunity and selectEdit Opportunityto open theEdit Opportunitywindow. This window is identical to the New Opportunity window except when you edit aClosedopportunity. When the opportunity is Closed, the closed date appears in the upper right corner of the General Infor-mation. If the opportunity has been closed multiple times, the date is the most recent close date. 2. Make your changes and clickSave and Close. For details on editing individual fields, refer toAdding

an Opportunity, above.

Other Ways to Create Opportunities

In addition to manually creating an opportunity, they can be created automatically using AutoForms. Refer to AutoForms Designer.

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Searching for Opportunities

About Opportunity Searches

In the CRM module, you have two options to search for Opportunities:

l SelectOpportunitiesto search for any opportunity in the Autotask database.

l SelectMy Opportunitiesto search for only records for which you are the Opportunity Owner.

Both options provide filters to narrow you search. You can click Search without using any filters to return all rec-ords. Lists containing more than 50 records will paginate. For additional information on searching in Autotask, refer to Finding Information in Autotask.

Search results will appear in a grid list below the search filters. For more information, refer to "Managing Opportunities from Lists" on page 67.

Search Tabs

The Opportunity Search page contains three tabs.

l Filtertab (default)

l Advancedtab - adds additional filters including the Advanced Fields 1 - 5, and allows you to search on

User-defined Fields.

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Searching for Opportunities

l Quotetab - search for opportunities that are associated with quotes that contain a specific product, or

contain products from a specific vendor. You can enter more than one quoted product or vendor. The search returns all opportunities that are associated with a quote that contains one or more products, or products from one or more vendors.

Other Ways to Find Opportunities

l TheCRM Dashboard- My Account Spotlight > My Active Opportunities and My Active Opportunities

provide quick links to searches for opportunities owned by the resources included in whatever Display option is selected or, if you cannot select Display, that you are the owner for. Refer to "The CRM Dash-board" on page 6.

l TheAccount Detail- The Opportunities tab lists all opportunities associated with the selected

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Adding an Attachment to an Opportunity

Attachments are external files that are linked to an entity (Account, Opportunity, Project, Ticket) in Autotask. To add an Attachment to an opportunity or a ticket, do the following:

1. SelectAdd Attachmentfrom theNewmenu, or click theAdd Attachmentlink above theTime Entry and Notessection.

On theTaskdetail page, click the Add Attachment link under Time Entries, Notes, and Attachments. On the Opportunity Detail page menu, clickNewand selectAttachment.

On an Expense Report detail, clickAdd Attachment. 2. Complete the Add Attachment form.

For details on completing the form, including attachment size limits, acceptable file type, and using File and Folder links with browsers other than Internet Explorer, refer to Adding Attachments.

3. ClickSaveorSave and Add Anotherto add the attachment.

T IP: Yo u c a n a c c e s s t ic ke t a t t a c h m e n t s in t h eT ime E n tr y an d No tess e c t io n o f t h e Tic ke t De t a il s c r e e n . At t a c h m e n t s a r e id e n t ifie d b y a p a p e r c lip ic o n . O p p o r t u n it y At t a c h m e n t s c a n b e a c c e s s e d fr o m t h eAttac h men ts tabo f t h e O p p o r t u n it y d e t a il p a g e .

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Understanding the Opportunity Detail (Wall View)

What is the Detail Wall View?

The Autotaskwall viewprovides a central location to track the activities and information related to an account, contact, or opportunity. And in the wall view, you're part of the conversation andyoucontrol which parts of the conversation appear in your feed.

IE U S E R S NOT E :If yo u r w a ll vie w is n o t d is p la yin g c o r r e c t ly, yo u r b r o w s e r m a y b e s e t t o r u n in c o m p a t ib ilit y m o d e , o r s o m e o n e m a y h a ve c h a n g e d t h e Do c u m e n t Mo d e fo r t h e p a g e . F o r t r o u b le s h o o t in g in fo r m a t io n , r e fe r t o S t e p 5 : Ch e c k Co m p a t ib ilit y Mo d e a n d Do c u m e n t Mo d ein t h e Br o w s e r S e t t in g s t o p ic .

Track Related Activities and Information

Simply select the check boxes for the items you want to track; the options vary depending on which wall you're on. When you select a check box, all related notes, comments, attachments, and ticket and task time entries flow through the wall feed in real time. As your interests change, you can select or de-select check boxes to change the content. For example, you don't need to view an account's project activity until you're assigned to a project for the account. Then, just select the Project check box.

Join the Conversation

Jump into the wall conversation whenever you want. You can add general comments that show up as wall notes, or comment directly on any item in the list. You can even edit notes and time entries, enter ticket time, and add attachments to a list item - whatever actions your Autotask security level allows. And since this is busi-ness, not social, your account, contact, and opportunity wall posts don't just disappear after awhile. They become account notes, or notes on the related ticket, opportunity, project, or contract.

About The Opportunity Detail Wall

An opportunity in Autotask represents a potential sale. The Opportunity Wall provides the features to track and manage an opportunity.

From the Opportunity Detail Wall you can:

l Access all detail information available for the Opportunity, including user-defined field content l Access, add, and manage entities associated with the opportunity, including To-Dos, Notes,

Attach-ments, Tickets, and Quotes

l Edit opportunity information

l Print the page or the contents of the To-Dos, Notes, or Tickets tabs l View a live feed of ticket and note activity associated with the Opportunity.

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Accessing the Opportunity Detail

You can open the Opportunity Detail from:

l TheOpportunities(CRM menu > Opportunities) andMy Opportunities(CRM menu > My

Work-space > My Opportunities)search resultsgrids: click an opportunity name or right-click the oppor-tunity and selectOpen Opportunity

l New/Edit Opportunitypage: select Save and Open Opportunity

l Account Detail > Opportunitiestab: Click an Opportunity or right-click the opportunity and select

Open Opportunity

Opportunity Detail Layout

The Opportunity Detail page wall view is organized into four areas: a menu bar, general account information, tabs, and the Opportunity news feed.

About the Menu Bar

The menu bar appears at the top of the Opportunity Wall view. It displays the following options.

l New- Click to open a menu that allows you to add a To-Do, Note, Attachment, Autotask Quote or

VAR-Street Quote to the opportunity. For more details, refer to Creating and Managing To-Dos Adding and Editing Account Notes Creating Tickets

Adding Attachments

"Adding a Quote to an Opportunity" on page 49 The Autotask VARStreet Extension

l Edit Opportunity- Click to launch the Edit Opportunity page where you can modify opportunity

infor-mation. For more information , refer to "Adding and Editing Opportunities" on page 31.

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l Won Opportunity- Click to launch the Close Opportunity Wizard. Refer to"Closing Opportunities You

Have Won" on page 72.

l Lost Opportunity- Click to close out an opportunity you have lost. Refer to"Setting an Opportunity

as Lost " on page 99.

l Print- Click to send the page to a printer.

l Save As- Click to launch a download dialog window with options to open or save the page as an HTML

file.

l Classic View- Click to view Opportunity details in the Classic Autotask view.

About the General Opportunity Information

The Opportunity Wall contains all the detail information you need to manage the opportunity, as well as the Wall notes feed. For more information about the Wall Notes feed, refer to "About the Opportunity Wall Notes Feed" on page 46.

The following table describes the elements in the image above. Field Number on Screen Shot Only dis-played if populated Field Description

1 TheOpportunity TitleorNameand thesystem-generated IDthat identify the opportunity in searches and reports.

If the associated account has a key account icon, it appears before the Opportunity title. 2 TheAccountassociated with the opportunity. Click to open the Account Detail page.

3 TheStageindicates the current stage for this opportunity in your company's sales process. You can see if an opportunity is moving along.

4 TheTotal Amountof revenue anticipated for the opportunity, based on the number of months indicated. Addi-tional revenue information appears under Opportunity Info; refer to numbers 8 & 9 below.

The Quote Number follows the total revenue.

5 X Ratingprovides a descriptive and graphical representation of the rating. Can be Hot (red), Warm (yellow) or Cold (gray).

6 Wall Notesdisplays all notes, comments, and ticket notes added to the opportunity in the last six months. Select or deselect the Notes and Tickets check boxes to control which note types appear. For more details, refer to"About the Opportunity Wall Notes Feed" on page 46.

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Understanding the Opportunity Detail (Wall View) Field Number on Screen Shot Only dis-played if populated Field Description

7 Days Until Closedisplays how many days there are between today's date and the Projected Close date, and shows the Projected Close Date. This box is color-coded.

- Red: the projected close date is 31 or more daysbeforetoday's date -Yellow: the close date is 31-60 days after today's date

- Green: the close date is between 30 days in the past and 30 days in the future - Gray: the close date is more than 60 days in the future.

8 Probabilityshows, as a percentage, the probability that the opportunity can be won. The color of the box will depend on the probability:

- Red: probability is less than 50%. If there is no probability, the box is red and empty. - Yellow: probability is 50% - 74%

- Green: probability is 75% and greater

9 Opportunity Owner- the salesperson responsible for closing this opportunity. It may or may not be the Account owner.

10 Reassign- click to change the Opportunity Owner to anyone in your company who has access to the CRM mod-ule.

11 Quote: If the opportunity has an associated Autotask quote, the quote name is displayed as a hyperlink. Click the link to open the Quote Items tab.

If there is no associated quote, theNew Quotebutton appears. Click New Quote to create a quote for this opportunity.

If the opportunity has an associated VARStreet quote, the quote name appears as a hyperlink. Click the link to open the VARStreet quote page in a separate window.

If there is no associated VARStreet quote, theNew VARStreet Quotebutton appears. Click the New VARStreet Quote button to open the VARStreet Quote page and create a VARStreet quote for this opportunity. Refer to

The Autotask VARStreet Extension.

12 Proposal Project: If the Quote is associated with an Autotask project, the project name appears as a link. Click to open the project.

If no project is associated, you can click the linkEdit Quote to Associate a Projectto associate the quote with a new or existing project.

13 The expectedGross Profit, displayed in currency and as a percentage.

14 Statusindicates whether the opportunity is currently Active. Only active opportunities are included in oppor-tunity forecast reports.

15 Create Dateshows when the opportunity was set up in Autotask, and how long it has been in the pipeline. 16 Account Infoprovides basic information about the account associated with the Quote. Click to expand and

view additional account information.

17 Site Configis a link to the associated account's Site Configuration information if available. For more information, refer toSetting Up and Managing Site Configuration UDFs.

18 X Contact Infoappears only when an account Contact is associated with the project. Click to expand and view additional contact information. Click the email address to send an email to the contact.

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Understanding the Opportunity Detail (Wall View) Field Number on Screen Shot Only dis-played if populated Field Description

19 Advanced Fieldsare Autotask system fields that track Opportunity related revenue streams that contribute to your sales revenue. They can be re-labeled to reflect your business. For details, refer to"Tracking Revenue Streams Using Advanced Fields" on page 18.

20 Market,Barriers,Help Needed, andNext Stepare all text fields that can be used to track information about this opportunity.

21 ThePrimary Productname, if one is assigned to the Opportunity. To assign a primary product, edit the Oppor-tunity.

23 TheLead Referralcategory, if one has been selected. To assign a Lead Referral, edit the Opportunity. 24 x Remaining fields areUser-defined Fieldsset up by your Administrator to track additional Opportunity details

that are useful to your company. UDFs appear only if they contain data.

NOTE: If the specified field type is multi-line text, the content aligns left, below the UDF name.

25 x Sales Orderappears only when Procurement is enabled and only when a Sales Order is associated with the Opportunity. If you have permission to view Sales Orders for the associated account, you can click the Sales Order name to view details.

About Opportunity Wall View Tabs

The tabs below the opportunity name provide access to lists of To-Dos, Notes, Tickets, and Attachments asso-ciated with the opportunity. By default, the Wall tab is selected.

Click a tab to open the list. The list display is specific to the tab that you select.

All tabs have a Column Chooser. For more information on the Column Chooser, refer to Finding Information in Autotask.

TheTo-Dos,Notes, andTicketslists each have a right-click menu that provides the same options found on similar lists for these items. For details on managing items from lists, refer to the following:

l To-Dos -Managing To-Dos from Search Results l Notes -Managing Notes from Search Results

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TheTicketstab also includes two additional Opportunity specific options not found in other search results grids:

l From the right-click menu, selectDisassociateto remove the ticket to opportunity association. l Click theAssociate Existing Ticketsbutton to search for tickets associated with the Opportunity

Account that are not associated with another Opportunity. You can then select tickets to associate with the opportunity.

TheAttachmentstab allows you to upload attachments and view attachments already associated with the opportunity. For information on working with attachments, refer to Adding Attachments.

TheQuote Itemstab opens the list of items on the quote (quote worksheet ). If no quote is associated with the Opportunity, you will have the option to add a quote. Refer toAdding or Editing a Quote Item.

About the Opportunity Wall Notes Feed

The opportunity wall notes feed is a real time display of recent ticket and note activity related to the oppor-tunity. You can choose to follow Notes, Tickets, or both.

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Select a Check Box to Follow Activities

Select the check box for Notes and/or Tickets to display all the notes and/or tickets associated with the oppor-tunity. All the current additions, updates, and comments associated with a note or ticket are grouped with the original item so they are easy to find. When there is a new activity on an item, the item and all related updates move to the top of the feed.

For example, if you select Tickets, the feed includes each ticket that is both created for the account and asso-ciated with the current opportunity. All assoasso-ciated ticket notes, time entries, attachments, and comments appear below the ticket detail note.

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Just click a link to add your own comments or attachments and, for tickets and tasks, your time entries. As security permissions allow, you can also edit and delete items. Your assigned Autotask security level per-missions apply to all information and actions on the news feed.

Post Your Own Notes

T IP: Th e r e is a c h a r a c t e r lim it o f 2 0 0 0 . Th e n u m b e r o f a va ila b le c h a r a c t e r s a p p e a r s b e lo w t h e n o t e t e xt b o x. If yo u p a s t e a n o t e w it h m o r e t h a n 2 0 0 0 c h a r a c t e r s in t o t h e b o x, t h e t e xt w ill b e t r u n c a t e d .

You can also post notes directly to the feed. Just enter your note in the text field above the feed and click Com-ment. Your note is displayed as a wall note and, like CRM notes, it will appear wherever notes for this account are displayed. In order to see wall notes in your feed, you must select the Notes check box.

T IP: No t e s yo u e n t e r t h r o u g h t h e fe e d a ls o a p p e a r o n t h e No t e s Ta b w h e r e yo u c a n s c h e d u le a n o t e a s a To -d o .

Finding Earlier Activities

From the Opportunity wall you can scroll to access up to six months of activities. Since every note becomes an Account Note, and every comment becomes a note on the original note or ticket, all wall activity becomes a per-manent record in Autotask. To access activities older than six months, click one of the tabs on the opportunity wall to open the original note, to-do, or ticket.

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Adding a Quote to an Opportunity

Training Video

VIDE O:Eve r yt h in g CR M s e r ie ss e le c t "Ma n a g in g S a le s O p p o r t u n it ie s a n d Q u o t e s ."

You add Autotask sales quotes to an opportunity, and edit quotes, from the New Quote window. An opportunity can have only one quote.

Accessing the New Quote Window

You can access the New Quote window from the following locations:

l Opportunity Detail page > New Quote link on left pane l CRM module shortcut menu > New Quote

l CRM > all quote search grids > New Quote button

Adding a Quote

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Adding a Quote to an Opportunity

2. Populate the required fields (identified by a red asterisk) on all tabs and other fields as needed. Refer to "Populating Quote Fields" on page 50, below.

3. To immediately add items to the quote, clickSave and Open Quote. Refer to"Managing Quotes" on page 53.

Alternately, clickSave and Closeto save the quote and close the window.

Populating Quote Fields

Populate the following fields (required fields are identified by a red asterisk): Field Description

General Tab

Account Name*

Click the account selector icon to search for the account, or start to type the account name and then click the selector icon and select the account.

If the account is not yet in your database, click the "+" icon next to the Account field to add the account. Refer toAdding an Account.

When adding the quote from the Opportunity window, the opportunity's account name is defaulted in.

Managing Sales Opportunities

Managing

Sales Opportunities

Table of Contents

Managing Sales Opportunities

Training Video

About Forecasting and Managing Business Opportunities in Autotask

In This Chapter

The CRM Dashboard

Selecting Whose Information to View

Understanding the Dashboard

Opportunities and Quotes

Opportunities

Quotes

Opportunity/Quote to Billing Workflow Overview

Business Cases

Create an Opportunity – Overview

Step 1: Configure Opportunities and Quotes

Step 2: Create an Opportunity and Add a Quote

Step 2b (optional): Create a Proposal Project

Step 3: Add Items to the Quote

Step 4: Run the Close Opportunity Wizard

Step 5: Approve, Post, and Invoice

Configuring Opportunities and Quotes

Configuring Opportunities

If You Are Using Autotask Quotes...

Configuring the CRM Dashboard

Data Security Settings

CRM Dashboard Fields

Tracking Revenue Streams Using Advanced Fields

About Advanced Fields

Customizing Advanced Field Labels

Displaying Sales Quota Performance Metrics on the Dashboard

About "Sales Quota Performance This Month"

Setting Up the Sales Quota Performance Graphs

Establishing Sales Quotas

Managing CRM Workflow Policies

Accessing CRM Workflow Policies

Enabling and Editing Workflow Policies

Explanation of CRM Workflow Policies

Allow Account Owners to access the Account Screen's Financial View for their accounts, even if

they do not have access to the Contracts module.

Enable Editable Opportunity Grid

eQuote Footer Text

Material cost code to use when converting quoted shipping items to billing items (in the Close

Opportunity Wizard)

Setting Workflow Rules and Notifications

Training Video

About Workflow Rules

Workflow Rules vs. Workflow Policies

Types of Workflow Rules

Before Using Workflow Rules...

Managing Workflow Rules

Notifications

Workflow Rules and Notifications

Notification Templates

Tracking Lead Referrals

Adding a Lead Referral Source

Adding Opportunity Stages

Adding an Opportunity Stage

Adding and Managing Shipping Types

Working With Opportunities and Quotes

Training Video

Adding and Editing Opportunities

Training Video

About the New Opportunity Window

Accessing the New Opportunity Window

Adding an Opportunity

Populating the General Tab

Populating the Detail Tab

Populating the User-defined Tab

Populating the Notification Tab

Editing an Opportunity

Other Ways to Create Opportunities

Searching for Opportunities

About Opportunity Searches

Search Tabs

Other Ways to Find Opportunities

Adding an Attachment to an Opportunity

Understanding the Opportunity Detail (Wall View)