Using the Opportunity Screen

iSupport’s Opportunity functionality enables you to create Opportunity records, quotes, and invoices using products and product groups that are configured or utilized via Intuit^®QuickBooks^® integration. You can use opportunity types, campaigns, and stages for lead and opportunity tracking and reporting. You can generate quotes utilizing correspondence templates that can include data from opportunities, customers, etc., and attach invoices.

Fields or functionality may not display if disabled or disallowed due to permissions set during configuration.

Accessing the Opportunity Screen

Access the Opportunity screen via the Opportunity option on the Desktop menu or the New menu in the Customer Profile and Company screens.

Click the Customer link to select a customer if applicable. You can click the name of a selected customer to display the customer's Profile record.

Entering Basic Information

Click the Assignee link to select the support representative to assign to the opportunity. You will be able to select an assignee by name or by group. To route an opportunity, click the Assignee link. (Note that you can also route one or more opportunities via the Desktop. Select Information next to the Assignee field to display the assignee’s group, email address, and phone. You can click the Email link to send an email to the assignee. To view the assignee’s contact information, skills, and groups, click the View Rep Details link.

In the Stage field, select the preconfigured stage that describes the opportunity’s current place in the order process.

In the Type field, select the preconfigured type that describes the opportunity. Opportunity types are used in tracking and reporting on Opportunity records.

In the Terms field, select the preconfigured terms for invoice payment.

In the Estimated Close Date field, enter the date on which you anticipate the opportunity to be won or lost.

In the Actual Close Date field, enter the date on which the opportunity was won or lost.

In the Invoice field, click the Add button to attach a file to the Opportunity record. Note: this file will not appear on the Attachments tab.

In the Probability field, enter the probability that the opportunity will result in an order.

The Total field displays the total price (quantity x rate) for all products selected on the Products tab.

Viewing Rule Group Information

Rules perform actions when specified conditions are met. In order for a rule to be evaluated, it must be included in a rule group; rule groups are applied to opportunities through customers, companies, and support representatives. (A default rule group will apply if none are applicable.) When an opportunity is saved, the matching rule group is first determined. Then, all rules in that matching rule group are evaluated. If a rule’s conditions are met, its actions are performed. This functionality can be used to send notifications and change values in the Assignee, Customer, Probability, Stage, Type, Estimated Close Date, as well as in any custom fields.

There are four types of rules:

On Opportunity Save rules do not incorporate time frames; when conditions are true upon save of an associated opportunity, the actions will be performed.
Time-Based rules incorporate time frames with conditions; when conditions are true upon opportunity save, the date and time that the interval time frame would be reached is recorded and monitored by the Time-Based Rule agent. If the conditions required to meet the rule do not change before the interval time frame is reached, the agent performs the actions specified. If conditions change prior to the recorded date and time:
Time-Based rules will clear all pending actions and if conditions are met again the time frame will restart.
Time-Based: Cumulative rules will suspend all pending actions and if conditions are met again the time frame will include previous amounts of time in which conditions were met.
Time-Based: Important Dates rules will perform the specified action(s) when the defined number of days before or after the configured date (creation date or estimated close date) occurs.

You may be assigned to a support center with a time zone, and that time zone will used for time/date stamps.

Click the name of the rule group in the Rule Group field to display the Time-Based Rule dialog; it displays actions that will be and have been taken by any time-based rules in the current rule group for the opportunity. You can also view the hours of operation in effect for the rule group. Note that time frames reflect the assignee’s support center time zone. The actual action dates and times will depend on execution of the Time-Based Rule agent. The Hours of Operation link displays the time frames in which the rule group is in effect. The Opportunity Rule Group option on the History tab will display all rule group events such as when a rule is met and actions taken by rules in the rule group.

Entering Notes and Viewing History

The History field includes notations on all opportunity actions, as well as actions on the selected customer’s Profile record. Select Add Note to enter a note that can by viewed by anyone viewing the History field. See Entering and Viewing History for information on the History field.

Entering the Topic, Win/Loss Reason, and Description

Use the Details tab to enter the topic, reason for winning or losing the opportunity, and description of the opportunity. In the Topic field, enter a short description of the opportunity. In the Win/Loss Reason field, enter the reason the opportunity was won or loss. In the Description field, enter a description of the opportunity.

Completing Custom Fields

Custom fields are used to enter information specific to your company, and can be configured to always appear or appear when a certain category is selected. You may be required to enter information in these fields. See Completing Custom Fields for more information.

Entering Campaign Information

Use the fields on the Campaign tab to enter information about the search keyword that resulted in the opportunity with the customer. In the Match Type field, enter the match type that resulted in the opportunity with the customer. Typical match types are "Broad", "Phrase", and "Exact". In the Variant field, enter the version of the keyword that resulted in the opportunity with the customer. In the Keyword field, enter the search keyword that resulted in the opportunity with the customer.

Selecting Products and Entering Comments

On the Products tab, select the items for the quote by dragging from the list on the left to the area on the right. Then enter the quantity and rate. You can also enter comments to appear under selected items on the quote.

Exporting Information to QuickBooks

QuickBooks integration functionality enables an Export to QuickBooks option to appear in the Opportunity screen for sending opportunity information to QuickBooks to create an invoice. If the customer’s company does not exist in QuickBooks, a Sync Company to QuickBooks dialog will appear with a list of the companies in QuickBooks and a Create New button for adding the new company to the QuickBooks system. After clicking Continue in this dialog, a connection is created between the company in iSupport and the company in QuickBooks so that future opportunities can utilize this connection. Use the Disconnect From QuickBooks icon to break this connection.

Generating a Quote/Sending Correspondence

To generate a quote PDF using the products selected for the opportunity, select Send Quote. The Select Quote Notes dialog appears; select Yes for each item to include on the quote:

The text entered in the Comments for Quote field on the Products tab in the Opportunity screen; this text will be included above the total on the quote.
Notes defined in configuration; these notes will appear after the line item table.

The Correspondence screen appears; fields may be populated via a configured template. If a file is included in the Invoice field, an Include Invoice option will appear in the toolbar for attaching the file. Select Send to send the quote.