Working with

Opportunity Records
Module Overview

• Gain a conceptual understanding of opportunity records

• Create, work with, and close opportunities
• Connect competitors to an opportunity record
• Utilize Document Recommendations with Opportunities
• Learn how to view resolution activities
• Manage opportunities from system views
Opportunities

• Can be created manually or can be converted from a lead,

activity, or social media application
• Always attached to a customer record
• Can have a status of open, won, or lost
• Lost records can later be re-opened
• Opportunities can be deleted… but ALL information within those
opportunities will be lost
Opportunities

Lost Opportunity

Closed opportunity
Lost Resolution activity
Competitor
Date Closed
Opportunity

Won Opportunity

Won! Closed opportunity

Resolution activity
Revenue
Date Closed
Opportunity Management

• Opportunity equals a potential sale

• Opportunity processes
• Tracking the products in which the customer is interested
• Tracking activities related to the opportunity
• Tracking competitors
• Sending literature to the customer 
• Assigning and sharing opportunities 
• Moving opportunities through a sales process workflow

• Creating opportunity records

• Assigning, sharing, and closing
• Activities and competitors
Assigning Opportunities

• Assigning indicates who is “responsible” for the management of

the opportunity
• User
• Lead Salesperson
• Account Manager
• Team
• Certain key accounts or strategic opportunities, with team members
drawn from senior sales management positions across different
departments or business units
Demonstration: Create a New Opportunity
Closing Opportunities

• When an opportunity is won or lost, it needs to be marked as

closed. Why?
• Keeping the opportunity open does not properly convey, nor accurately
depict, the current sales reality or prospective sales in an organization's
overall sales pipeline.
• It is better to close an opportunity rather than deleting it. Why?
• After closing an activity, notes and attachments that are associated with the
opportunity are saved for future reference and the opportunity can be re-
opened if interest is renewed.
Demonstration: Close and Reopen an Opportunity
Quick Create

• Command to quickly and simply enter only new information

• Requires own form apart from typical entity forms
• Only requires a few fields in order to be created
• You can quickly create:
• Contacts
• Accounts
• Leads
• Opportunities
• Campaign responses
• Cases
• Competitors
• Activities
Demonstration: Quick Create Form
Connecting with Other Records…

• Products
• View and add products the customer may be interested in or has
previously inquired about
• Activities
• View existing activities
• Create new activities
• Documents
• View the edit history of the opportunity record
• Capture the date and time of the modification and the old and new
values of the fields specified
Connecting with Other Records (continued…)

• Audit History
• Entities and fields will show the before and after values of all the
changes that were made
• Connections
• Gives the ability to add an individual to the record that has a certain
role or relationship
• Competitors
• Compete with others that may carry the same product or provide the
same services as your company
Connections

Bob

Family Employee

You Sally Betty Contoso

Employee Family CFO

Board Board
Member CEO Member
Aaron Fitz Bert
Demonstration: Use Connections with Opportunities
Competitors And Opportunities

• Open Opportunities
• Which opportunities is the organization competing on?
• Opportunities closed as “LOST”
• What can be learned from a loss?
• Competitor Win/Loss Report
Demonstration: Manage Opportunities and Competitors
Resolution Activities

• Helps non-sales users see types of activities beyond phone calls,

emails, and appointments
• Users can open resolution activities and see information:
• Date the activity took place
• Actual sales value
• Why the opportunity was lost
• If lost, which competitor won the sale
Demonstration: View Resolution Activities
Opportunity Views

• Opportunities can be managed from views

• System Views
• Available by default
• My Open Opportunities
• Recent Opportunities
• Closed Opportunities
• Personal Views
• User-created views
Demonstration: Manage Opportunities from Views
Module Review

• Gain a conceptual understanding of opportunity records

• Create, work with, and close opportunities
• Connect competitors to an opportunity record
• Utilize Document Recommendations with Opportunities
• Learn how to view resolution activities
• Manage opportunities from system views
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