Opportunities - Features and Configuration

If you have the Service Desk edition, use iSupport’s Opportunity Management functionality to create Opportunity records and generate quotes using products and product groups that you create or utilize via Intuit® QuickBooks® integration. Quotes are sent in PDF format as an attachment to an email that you configure using the Correspondence Template screen. You can access generated quotes and view activities related to Opportunity records via the History tab in the Opportunity screen.

Basic Configuration

Enable and set basic Opportunity options in the Core Settings | Global Settings | Feature Basics screen in the Configuration module. In that screen you can configure Intuit QuickBooks integration and enter information to include on quotes generated via the Opportunity screen. If you configure QuickBooks integration, be sure to schedule the QuickBooks Sync Agent on the Miscellaneous tab in the Feature Basics screen to synchronize paid invoices with corresponding opportunities.

Configure correspondence templates for use with quotes via the Options and Tools | Automate | Templates screen in the Configuration module.

Use the Options and Tools | Customize | Opportunity | Products screen to configure line items that will be available for selection when creating quotes and invoices in the Opportunity screen.

Creating Opportunity Records

You can manually create Opportunity records via the Opportunity screen; access it via the Desktop Create menu or by clicking the Opportunity icon in the Customer and Company Profile screens.

Customizing iSupport Defaults

If there are fields you need for the Opportunity screen that are not included in iSupport by default, you can create custom fields via the Options and Tools | Customize | Custom Fields screen.

You can configure opportunity types via the Options and Tools | Customize | Opportunity | Types screen to group opportunities in a descriptive manner for tracking and reporting. Types are assigned to opportunities in the Opportunity screen, and you can configure rules to change the opportunity type.

You can configure product groups via the Options and Tools | Customize | Opportunity | Product Groups screen for classifying and filtering line items.

You can configure stages via the Options and Tools | Customize | Opportunity | Stages screen for describing the different parts of the sales process for tracking and reporting. Stages are assigned to opportunities in the Opportunity screen, and you can configure rules to change the stage.

You can configure terms via the Options and Tools | Customize | Opportunity | Terms screen to configure terms that will be available for selection when creating quotes and invoices in the Opportunity screen.

Sending Notifications

You can configure Opportunity rules via the Options and Tools | Automate | Rules screen to send Desktop and email notifications when specified conditions based on Opportunity record fields or events are met; for example, you can configure a rule to send a notification when the priority of an Opportunity record is modified.

You can use or copy and modify iSupport's default notifications, or you can create new custom notifications via the Options and Tools | Customize | Custom Notifications screen. You can include data from work items and designate any applicable recipients.

Using Workflow Features

You can automatically change field values on Opportunity records via Opportunity rules in the Options and Tools | Automate | Rules screen.

You can use webhooks in the Options and Tools | Automate | Webhooks screen to post Opportunity data to a web application via Opportunity rules.

Managing Opportunity Records

Use the Action menu in the View component on the Desktop to perform actions such as opening, viewing, and deleting multiple Opportunity records.

You can configure roles/permissions for support reps and rep groups using Opportunity functionality via the Core Settings | Global Settings | Support Representatives screen.