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SALES ADMINISTRATOR

AND USER MANUAL

February 10

Sales Processes

Quote Templates

Disconnected Access Configuration

Opportunities

Quotes

Disconnected Access


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RightNow Manuals

RightNowService

RightNowCX

Administrators Staff Members

Administrator Manual User ManualNavigation Sets

Staff Management

Workspaces/Workflows

Agent Scripting

Customizable Menus

Business Rules

Custom Fields

Email Management

CTI Administration

Screen Pop

Communication Configuration

Monetary Configuration

External Suppression List

Multiple Interfaces

Contact Upload

Add-Ins

Common Functionality

Contacts

Organizations

Tasks

Notifications

CTI

Outlook Integration

Administrators Staff Members

Service AdministratorManual

Service User ManualIncidents

Answers

RightNow Chat

Cloud Monitor

Offer Advisor

RightNow Wireless

RightNowSales

Admins& Staff

Sales Administratorand User ManualSales Processes

Quote Templates


Opportunities

Quotes

Disconnected Access

RightNow

Marketing

Marketing User Manual

Staff Members

Marketing Explorers

Audiences

Content Library

Mailings

Campaigns

Feedback User Manual

Staff Members

RightNow

Feedback

Feedback Explorers

Audiences

Content Library

Questions

Surveys

www.rightnow.com

RightNowAnalytics

Admins& Staff

Analytics ManualAnalytics Explorers

Report ManagementCreating Basic Reports

Custom Reports

Dashboards

Data Dictionary

Enterprise Analytics

Content Library

Guided Assistance

Offer Advisor Administration

Service Level Agreements

RightNow Chat Configuration

Co-Browse Configuration

Admins &Designers

Customer PortalConfiguring RightNow

Setting Up WebDAV and Dreamweaver

Template and Page Set

Customer Portal Pages

Customer Portal Widgets

Deploying the Customer Portal

Developer Guide


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RightNow CX February 10

Sales Administrator and User Manual

February 19, 2010


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Documentation. This documentation is 19982010 RightNow Technologies, Inc. This documentation, as well as

the software described in it, is furnished under license and may be used or copied only in accordance with the terms

of such license. The content of this manual is furnished for informational use only and is subject to change without

notice by RightNow, in its absolute discretion, and should not be construed as a commitment by RightNow

Technologies. RightNow Technologies assumes no responsibility or liability for any errors or inaccuracies that may

appear in the Documentation.

Usage Restrictions. Except as permitted by such license, users of this documentation may not reverse engineer,

decompile, disassemble, or attempt to discover or modify in any way the underlying source code of the products

described therein or any part thereof. In addition, users of this documentation may not use the content for purposes

which are competitive to RightNow Technologies, including but not limited to: modifying, translating, localizing,

adapting, renting, leasing, loaning, creating, or preparing derivative works, or creating a patent based on this docu-

mentation or any part thereof. Users of this documentation may make a limited number of copies of this documenta

tion solely for their internal use as needed to use the RightNow Technologies products described therein. Each

permitted copy of this documentation made by users of this documentation must contain all titles, trademarks, copy

rights and restricted rights notices as in the original.

Software Code. Except as provided hereafter1, the software code is 19972009 RightNow Technologies, Inc. The

software may be covered by one or more of the following patents issued by the United States Patent and Trademark

Office: patent numbers 6,665,655; 6,434,550; 6,842,748; 6,850,949; 6,985,893; 6,141,658; 6,182,059; 6,278,996;

6,411,947; 6,438,547; and D454,139, or by the following patent issued by the United Kingdom Patent Office: patent

number GB239791. Other patents are also pending.

Trademarks. The following are trademarks of RightNow Technologies, Inc.: RightNow; Multiview Technology;

ProServices; RightFit; RightNow Live; Locator; SmartConversion; SmartSense; RightNow Outbound; RightNow

Service; RightNow Metrics; RightNow Marketing; RightNow Sales; RightNow Voice; RightPractices; RightStart;

SmartAssistant; SmartAttribute Technology; Talk RightNow; Proactive; Proactive Customer Service; TopLine;

Top Line Customer Service; iKnow; Salesnet, and RightNow Connect. All other trademarks are the property of theirrespective owners.

Web address: http://rightnow.com

Email address: [email protected]

1.For a list of third-party software disclosure notices, refer to the back pages of the RightNow Administrator Manual.


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Contents 1

Contents

Chapter 1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3About this manual. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Documentation conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

RightNow CX February 10 documentation. . . . . . . . . . . . . . . . . . . . . . . . . . 5

Send us your feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Contacting us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 2 Sales Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Adding and editing strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Adding stages to strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Adding tasks to stages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Adding and editing sales periods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Adding sales quotas to sales periods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Adding and editing territories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Chapter 3 Quote Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Adding and editing quote templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Chapter 4 Disconnected Access Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Adding disconnected access permission to profiles . . . . . . . . . . . . . . . . . . 28

Chapter 5 Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Opportunities reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Standard workspace for opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Ribbon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Key opportunity fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Opportunity record tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Working with opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Opportunity statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38Accepting and rejecting leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Sales strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Forecasting opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41


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2 Contents

Editing key opportunity fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Adding and editing contact information . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Adding and editing opportunity notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Adding and editing tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Adding and editing Details tab information . . . . . . . . . . . . . . . . . . . . . . . 54Deleting opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Adding opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Closing opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Other opportunity actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Chapter 6 Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Preparing quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Quotes toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Adding quotes to opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63Adding sales products to quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Merging opportunity and quote data into a quote template. . . . . . . . . . . 72

Sending quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Managing quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

Quote audit log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

Chapter 7 Disconnected Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Setting up disconnected access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Using disconnected access. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

Synchronizing data before working offline . . . . . . . . . . . . . . . . . . . . . . . . 87

Working in offline mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Synchronizing data after working offline. . . . . . . . . . . . . . . . . . . . . . . . . . 88

Resolving data conflicts during synchronization. . . . . . . . . . . . . . . . . . . . 89

Switching between modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

RightNow Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127


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About this manual 3

1

Introduction

RightNows sales automation solution enables sales teams to capitalize on every opportuto maximize sales performance and provide a superior customer or prospect experience.RightNow Sales provides comprehensive tools to quickly and effectively manage opportties, contacts, leads, and tasks; optimize analysis of opportunities and deal pipelines; analand track performance of individuals and teams; and automate quote generation.

Seamlessly integrated with RightNow Service, RightNow Marketing, RightNow Feedbacand RightNow Analytics, RightNow Sales can assist your organization in building sustain

long-term relationships with customers by understanding their needs and ensuring that thneeds are metbefore, during, and after the sale.

About this manual

This manual is intended for the RightNow administrator and all staff members working RightNow Sales. It contains information and procedures for configuring and customizinRightNow Sales and working with opportunities, quotes, and disconnected access.

Refer to the RightNow Administrator Manualfor an overview of the administration and con

uration procedures for those areas common to all RightNow products, including RightNService, RightNow Marketing, RightNow Sales, and RightNow Feedback. Refer to theRightNow User Manualfor procedures for performing tasks associated with areas that are mon to all RightNow products.

Chapter 2, Sales ProcessContains procedures for adding and editing strategies, salesods, and territories.

Chapter 3, Quote TemplatesContains the procedure for adding and editing quote teplates.

Chapter 4, Disconnected Access ConfigurationContains the procedure for adding

connected access permission to profiles.Chapter 5, OpportunitiesContains procedures for working with opportunities, incluediting and completing opportunity fields. Also included are procedures to add and closeopportunities.


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4 Introduction

Chapter 1

Chapter 6, QuotesContains procedures for preparing, sending, and managing quotes.

Chapter 7, Disconnected AccessContains procedures for setting up and using discon-nected access.

Documentation conventions

As you work with RightNow documentation, you will notice certain conventions used to convey information. To help you become familiar with these conventions, the following tablecontains examples and descriptions of the conventions used.

Convention Description

as in:

http://.custhelp.com/

Indicates variable information specific to your

RightNow application.

RightNow Common>CTI>General>CTI_ENABLED

Indicates the path to access a configuration settingor message base, beginning with the category and

ending with the specific configuration setting or

message base.

Click the RightNow button and select Help>

Help Contents

Indicates the multiple selections necessary to

access an option or action from a tiered menu.

Asterisk (*) preceding field names in tables Indicates that the field is required. You cannot

save a record, report, or file until you fill in all

required fields.

Note: In RightNow, required fields are flagged

with an asterisk, or the field name appears in redtext, or both.

Key combinations such as:

Ctrl+Shift+Tab

Ctrl+f

Indicates that more than one key must be pressed

simultaneously to perform an action.

Note: Keyboard keys are set in bold type in the

documentation for highlighting purposes.


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RightNow CX February 10 documentation 5

RightNow CX February 10 documentation

RightNow Technologies offers manuals, guides, and documents to help you install, admiter, and use RightNow products, including RightNow Service, RightNow Marketing

RightNow Feedback, and RightNow Sales. Our documentation is written for users have a working knowledge of their operating system and web browsers and are familiar wstandard conventions such as using menus and commands to open, save, and close files.

RightNow Administrator ManualContains procedures for configuring options common to RightNow Service, RightNow Marketing, RightNow Feedback, and RightNow SThis manual addresses navigation sets, staff management, workspaces, workflows, agentscripting, customizable menus and product linking, business rules, custom fields, systemfiguration, email management, monetary configuration, the external suppression list, mulinterfaces, CTI (computer telephony integration) configuration, screen pops, contact upland add-ins.

RightNow User ManualContains procedures common to all staff members, includincustomer service agents, marketing personnel, and sales representatives. This manualaddresses common functionality that applies across products, plus contact and organizatrecords, tasks, notifications, CTI (computer telephony integration), Outlook integration,shortcut keys, and SmartSense.

RightNow Analytics ManualContains procedures for working with RightNow Analyincluding generating standard reports and creating custom reports and dashboards. Alsoincluded are descriptions of the elements used to build custom reports and dashboards,including styles, chart styles, color schemes, images, and text fields. This manual also continformation about and procedures for using Enterprise Analytics.

RightNow Service Administrator ManualContains procedures for configuringRightNow Service. This manual addresses standard text and variables in the content libraguided assistance, Offer Advisor, service level agreements, co-browse configuration, andRightNow Chat.

RightNow Service User ManualContains procedures for customer service agents wing in RightNow Service. This manual addresses incidents, answers, RightNow Chat, clomonitoring, Offer Advisor, and RightNow Wireless.

RightNow Customer Portal Online Configuration GuideContains a description oRightNow Customer Portal and the framework used to create and customize pages, tem-

plates, and widgets. This guide describes customer portal elements and includes procedufor creating, editing, and deploying the RightNow Customer Portal.


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6 Introduction

Chapter 1

RightNow Marketing User ManualContains procedures for staff members workingwith RightNow Marketing. This manual addresses Marketing explorers, audiences, the con-tent library, mailings, and campaigns.

RightNow Feedback User ManualContains procedures for all staff members working

with RightNow Feedback. This manual addresses Feedback explorers, audiences, the contentlibrary, questions, and surveys.

RightNow Sales Administrator and User ManualContains procedures for theRightNow administrator and all staff members working with RightNow Sales. Procedures forthe RightNow administrator include adding sales process options and quote templates andconfiguring disconnected access. Procedures for sales staff members include working withopportunities, quotes, and disconnected access.

RightNow CX February 10 Release NotesContains a brief description of the new andexpanded features in RightNow CX February 10, including features common to all productsand those specific to RightNow Service, RightNow Marketing, RightNow Feedback, andRightNow Sales.

RightNow HMS GuideContains upgrade instructions for customers hosted byRightNow Technologies.

RightNow Smart Conversion GuideContains procedures for upgrading from RightNowCRM 7.5 and subsequent versions to RightNow CX February 10.

RightNow Smart Client Installation GuideContains procedures for installing theRightNow Smart Client on staff workstations using the Click-Once or MSI deploymentmethod.

RightNow XML API ManualContains procedures for using the XML API to integratethe RightNow knowledge base with external systems, including help desks, data mining, and

data reporting systems.

RightNow Pass-Through Authentication GuideContains procedures for integratingRightNow Service with an external customer validation source to allow your customers toautomatically log in to RightNow Service from an external web page. Contact your RightNowaccount manager to obtain this manual.

Tip For a comprehensive list of all RightNow documentation, refer tohttp://community.rightnow.com/customer/documentation.


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Send us your feedback 7

Send us your feedback

RightNow Technologies encourages you to provide feedback and suggestions about the ity and usefulness of any of our documentation. We use your comments to make improv

ments.We would like to hear from you if:

You find an error.

You need clarification or additional information about a specific topic.

You want more examples relating to a specific topic.

We would also like to knowwhat you find most helpful about our documentation.

Contacting us

If you find an error or want to suggest enhancements to our documentation, please provthe following information in your correspondence. (If you would like a response to yourrespondence, include your name and email address as well.)

For PDFs, include the title of the document, the section heading, and the page num

For online help, include the heading of the online help page or the breadcrumbs frthe top of the page (for example, Common>Getting Started for Administrators>

Working with administration items). For tutorials, include the tutorial name.

Choose from the following contact options.

Email us at [email protected].

Take a survey:

For PDF or printed documentation, click here.

For online help, click here.

For tutorials, click here.

Thanks for helping us improve our documentation.

Note If you have questions about product functionality, contact support athttp://crm.rightnow.com.
http://documentation.custhelp.com/cgi-bin/documentation.cfg/php/enduser/doc_serve.php?5=2http://documentation.custhelp.com/cgi-bin/documentation.cfg/php/enduser/doc_serve.php?5=4https://documentation.custhelp.com/cgi-bin/documentation.cfg/php/enduser/doc_serve.php?&5=3https://documentation.custhelp.com/cgi-bin/documentation.cfg/php/enduser/doc_serve.php?&5=3http://documentation.custhelp.com/cgi-bin/documentation.cfg/php/enduser/doc_serve.php?5=4http://documentation.custhelp.com/cgi-bin/documentation.cfg/php/enduser/doc_serve.php?5=2


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8 Introduction

Chapter 1


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9

2

Sales Process

RightNow Sales can be easily customized to fit your organizations unique selling processtrackopportunities, you can define sales strategies, including the stages within each strateand the tasks required to complete each stage. When you define sales periods, sales manacan monitor and measure goals for each sales representative throughout that time frameAdding territories can help organize and assign opportunities to the appropriate sales repsentative.

In this chapter Adding and editing strategiesContains procedures for adding and editing sales strategies

stages within each strategy, and tasks within each stage. Refer to page 10.

Adding and editing sales periodsContains procedures for adding and editing sales perio

and sales quotas. Refer to page 14.

Adding and editing territoriesContains the procedure for adding and editing territories a

sub-territories. Refer to page 18.
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10 Sales Process

Chapter 2

Adding and editing strategies

A strategy is a plan that moves an opportunity through the sales pipeline. A strategy includesa series of stages that the opportunity moves through on its way to becoming a final sale. And

each stage of a strategy includes tasks that must be completed before the opportunity canmove to the next stage.

You will probably want different strategies for different kinds of opportunities. For example,you might have one strategy to sell a high volume of products to a government organizationwhile a different strategy is used to sell a single product to an individual consumer.

To add or edit a strategy

1 Click the Sales Configuration button on the navigation pane.

2 Double-click Strategies under Sales Process. The content pane displays the Strategies tree

and editor.

3 To add a strategy, right-click Strategies in the tree and select Add Strategy. The editor isactivated.

Or

To edit a strategy, right-click the strategy and select Edit.

Figure 1: Strategies Tree and Editor


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Adding stages to strategies 11

4 Enter field information described inTable 1.

5 Add a stage to the strategy using the procedure in To add a stage to a strategy on p11.

6 Click the Save button to save the strategy.

Adding stages to strategies

RightNow Sales links stages and strategies. When staff members select a strategy for anopportunity they are working on, the first stage of that strategy populates the Stage fieldBefore you can save a strategy, you must add one or more stages to it, as described in thelowing procedure.

To add a stage to a strategy

1 To add a stage, right-click Stages in the Stages/Tasks section of the Strategies editor aselect Add Stage. The Stage Edit window opens.

Or

To edit a stage, right-click the stage and select Edit.

Table 1: Strategies Editor Description

Field Description

*Name Type the name of the strategy.

Disabled Select this check box to prevent sales representatives from sele

ing or viewing the sales strategy.

Visibility Select the check box for each interface where you want the strat

to be visible.

Notes Type any comments about the sales strategy in this field.

*Stages/Tasks Use this section to add stages to the strategy. Refer to Adding

stages to strategies on page 11.Note:After you add more stages, you can add tasks to each sta
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12 Sales Process

Chapter 2

Figure 2: Stage Edit Window


3 Click the Save button to close the Stage Edit window and save the new or modified stage

Table 2: Stage Edit Window Description

Field Description

*Name Type the name of the stage.

Forecast Select this check box to forecast the stage.

Note: Selecting this check box activates the Forecast Percent text

box.

Forecast Percent Type the forecast percent that is associated with the stage of the

strategy. For example, if you have created an Initial Contact stage,

management might be 5% confident that the opportunity willclose. In contrast, a Sales Complete stage should result in 100%

confidence that the opportunity will close.

Note:The forecast percent is a measure of how far an opportunity

has made it through a sales strategy and plays an important role in

reporting.

Status Type Select a status type from this drop-down menu to associate with

the stage. Refer to the RightNow Administrator Manualfor informa-

tion about adding opportunity statuses.

Notes Type any comments about the stage in this field.
http://-/?-http://-/?-


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Adding tasks to stages 13

Adding tasks to stages

Just as RightNow links stages to strategies, it also links tasks to stages. After you have addstage to a strategy, you can add tasks to the stage. When staff members work on opportuties, the Tasks tab of the opportunity lists the tasks that are associated with the selected sFor information about tasks, refer to the RightNow User Manual.

To add or edit a task

1 To add a task, right-click the stage you want to add a task to and select Add Task. The TEdit window opens.

Or

To edit a task, right-click the task and select Edit.

Figure 3: Task Edit Window
http://../Single%20Source/RightNow_glossary.pdfhttp://../Single%20Source/RightNow_glossary.pdf


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14 Sales Process

Chapter 2


3 Click the Save button to save the task and close the Task Edit window.

4 Click the Save button on the Strategies editor to save the strategy and associated stages andtasks.

Adding and editing sales periods

A sales quota is generally defined as a specific number of dollars in sales that staff must pro-duce over a specific time frame, or sales period. RightNow Sales lets you define sales periodson an annual, semi-annual, quarterly, monthly, or weekly basis. You can define each periods

Table 3: Task Edit Window Description

Field Description

*Name Type the name of the task.

Task Interval Enter the amount of time estimated to complete the task. Type a

number in the text box, and then click the drop-down menu to

select the interval from days, hours, or minutes.

Note:This value is used to calculate the task due date when a task

is assigned to an opportunity through the selection of a sales strat-

egy. The task due date is calculated by adding the task interval to

the current date and time.

OwnerClick this drop-down menu to select the sales representative

assigned to the task.

Note: If a task owner is not selected, the task is assigned to the

sales representative who is assigned to the opportunity.

Notes Type any comments about the task in this field.

Description Type a description of the task in this field.

Note When you delete a strategy, the strategy is removed from the Strategy field of allassociated opportunities and replaced with No Value. Any tasks that are associ-ated with opportunities as a result of a prior strategy assignment remain associ-ated with the opportunities.
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Adding and editing sales periods 15

start and end dates, the total revenue goal, expected head count and number of closed optunities, and quotas for each sales representative. When quotas are defined for each salesson, you can review that information in reports throughout the sales period.

To add or edit a sales period1 Double-click Sales Period under Sales Process. The content pane displays the Sales Per

tree and editor.

2 To add a sales period, right-click Sales Periods in the tree and select Add Period. The edis activated.

Or

To edit a sales period, right-click the sales period and select Edit.

Figure 4: Sales Periods Tree and Editor


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16 Sales Process

Chapter 2


Table 4: Sales Periods Editor Description

Field Description

*Name Type the name of the sales period.

Type Click this drop-down menu to select a sales period type. Your

options include:

AnnualThe sales period is calculated on a yearly basis.

Semi-AnnualThe sales period is calculated on a semi-

annual basis (for example, January-June, July-December).

QuarterlyThe sales period is calculated on a quarterly

basis (for example, January-March, April-June, July-Sep-

tember, October-December).

MonthlyThe sales period is calculated on a monthly

basis.

WeeklyThe sales period is calculated on a weekly basis.

Start Date Click this drop-down menu to access a calendar for selecting the

start date of the sales period from the current month. To move to

another month, click the arrows at the top of the calendar to move

to another month. The default is todays date.

End Date Click this drop-down menu to access a calender for selecting the

end date of the sales period. The current month opens, and the

default is todays date.

Goal Revenue Type the projected revenue amount expected for the sales period.

Headcount Type the projected head count (in sales representatives) expected

for the sales period.

Closed Opportunities Goal Type the projected number of closed opportunities expected for

the sales period.

Notes Type any comments about the sales period in this field.

Quotas This section displays the quota you want each sales representativeto meet during the defined sales period. Refer to Adding sales

quotas to sales periods on page 17.
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Adding sales quotas to sales periods 17

4 Click the Save button to save the new or modified sales period. New sales periods appin the Sales Periods tree.

Sales quotas can be added when you add a sales period or they can be added at a later datdescribed in the next section.

Adding sales quotas to sales periods

When you define a sales period, RightNow Sales also lets you add a sales quota for each member. This lets sales managers generate reports for individual sales representatives or entire sales team.

To add or edit a sales quota

1 Right-click a sales period and select Edit. The editor is activated.

2 Click the Amount field next to the sales representative you want to update. The CurreDialog window opens.

Figure 5: Currency Dialog Window

Caution Deleting a sales period also deletes all quotas associated with it.

Note Sales managers must have Edit Sales Period permission in their profile to edsales quotas. For information about setting profile permissions, refer to theRightNow Administrator Manual.

Tip All RightNow staff accounts are listed in the Quotas section under the Accocolumn.


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3 Type the quota amount for the sales representative in the Amount field.

4 If you do not want to use the default USD currency, click the Currency drop-down menuand select the currency you want to associate with the sales quota. For information aboutadding currencies, refer to the RightNow Administrator Manual.

5 Click the OK button to save the quota and close the Currency Dialog window.

6 Click the Save button to save the new or modified sales quotas for the sales period.

Adding and editing territories

RightNow Sales uses territories and sub-territories to define particular sales regions based ongeography. Staff members can then be assigned to a territory or sub-territory for reportingpurposes.

To add or edit a territory or sub-territory

1 Double-click Territories under Sales Process. The content pane displays the Territoriestree and editor.

2 To add a territory, right-click Territories in the tree and select Add Territory. The editor is

activated.Or

To edit a territory, right-click the territory and select Edit.

Figure 6: Territories Tree and Editor

Note You must enter a quota amount for the staff account. However, the amount canequal $0.00.


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Adding and editing territories 19


4 To add a sub-territory to a territory, right-click the territory in the Territories tree andselect Add Sub Territory. You can add a maximum of eleven sub-territories to one tetory.

Or

To edit a sub-territory, right-click the sub-territory and select Edit.

5 Click the Save button to save the new or modified territory or sub-territory. New terr

ries and sub-territories appear in the tree.

Table 5: Territories Editor Description

Field Description

*Name Type the name of the territory.


ing or viewing the territory when adding an opportunity.

Visibility Select the check box for each interface where you want the terr

tory to be visible.

Notes Type any comments about the territory in this field.

Accounts This field lists the staff members assigned to the territory in the

staff account.Note:This field appears only when you are editing a territory.

Note When you delete a territory, the territory name is removed from the Territofield of all associated opportunities. When the opportunities are edited, salerepresentatives can select a new territory.
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3

Quote Templates

As sales representatives work to convert opportunities to sales, much of their time is spegenerating and sending price quotes to prospective customers. You can help them save tiby creating quote templates that automate and standardize the quote generation process

Your organization may need several types of quotes, so RightNow Sales lets you generatedifferent quote template for each need. For example, your quote template for governmencustomers is probably different than the one used for commercial customers. When salesresentatives prepare a quote, they simply select the template that is appropriate for their

needs. Then they merge the information from the opportunity into the quote template tgenerate a quote for the customer.

In this chapterAdding and editing quote templatesContains the procedure for adding and editing quot

templates. Refer to page 22.
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Chapter 3

Adding and editing quote templates

When you add or edit a quote template, you will use Microsoft Word to format the document.In addition to using standard Word functions, you can insert merge fields into the quote tem

plate. The merge fields serve as variables for opportunity data. When a sales representativemerges the opportunity data into the quote template, the appropriate fields are completedautomatically. For example, an organization name merge field on the quote template will automatically populate the field on the quote. This simplifies the data entry required to generatethe quote and ensures accuracy and consistency.

To add or edit a quote template

1 Click the Sales Configuration button on the navigation pane.

2 Double-click Quote Templates under Quotes. The content pane displays the Quote Tem-

plates tree and editor.

3 To add a quote template, click Add Template above the tree. The editor is activated.

Or

To edit a quote template, right-click the template in the tree and select Edit.

Figure 7: Quote Templates Tree and Editor


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Adding and editing quote templates 23


5 Click the Create New Template button. An instance of Microsoft Word opens in theQuote Templates editor and the ribbon includes an Add-Ins tab for merge fields.

Figure 8: Quote Templates Editor

Table 6: Quote Template Editor Description

Field Description

*Name Type the name of the quote template.

Note: Use a descriptive name that will help sales representative

select the appropriate quote template for generating a quote.


ing or viewing the quote template.

Visibility Select the check box for each interface where the quote templa

should be visible.

Notes Type any comments about the quote template in this field.
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6 Click the Add-Ins tab to display the Quote Template ribbon.

Figure 9: Quote Template Ribbon

7 Format the Word document based on your organizational policies and standards. If youhave an existing Microsoft Word template, you can copy and paste it into the Word docu-ment.

8 To insert a merge field, place your cursor in the quote template document where you wantto insert the field.

a Click a drop-down menu on the Quote Template ribbon and select a merge field to addto the quote template.

Table 7 describes the drop-down menus on the Quote Template ribbon.

Important Because the Add-Ins tab does not exist in Word 2003, the Quote Template tool-bar is a standard toolbar instead of a ribbon.

Tip For a complete list of merge fields and their associated descriptions, usethe data

dictionary at Common Configuration>Database Administration>DataDictionary. Refer to the RightNow Analytics Manualfor assistance in using thedata dictionary.

Table 7: Quote Template Ribbon Description

Drop-Down Menu Description

Single ItemsClick this drop-down menu to select merge fields that have a one-

to-one relationship with opportunities. For example, because an

opportunity can be associated with only one organization, organi-

zation fields are listed in the Single Items drop-down menu.
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Adding and editing quote templates 25

Group Items Click this drop-down menu to select merge fields that have a

many-to-one relationship with opportunities. For example, becaa quote can be associated with many sales products, sales produ

fields are listed in the Group Items drop-down menu.

Note:You must create a table with column headers before usin

merge fields from the Group Items drop-down menu. After th

table is created with column headers, a merge field from the Gro

Items drop-down menu must be inserted into a single cell in th

table, as shown in Figure 10 on page 26. Word automatically ad

rows to the table based on how many values are in the group. T

font of the column headers determines the font of the merge fie

in the table.

Indexed Items Click this drop-down menu to select merge fields that have a

many-to-one relationship with opportunities and are indexed in

database. For example, because an opportunity can be associate

with many contacts, contact fields are listed in the Indexed Item

drop-down menu.

Note:You must replace the N with a numeric value. While us

a field from the Group Items drop-down menu returns all of th

contacts associated with an opportunity, using a field from the

Indexed Items drop-down menu returns only the contact you sp

ify according to N (the number one is always associated with

primary field in a database table). For example, to return the em

address of the primary contact who is associated with an oppornity, contacts.email1 should be added to the quote template.

Table 7: Quote Template Ribbon Description (Continued)

Drop-Down Menu Description
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Figure 10: Group Items Table with Column Headers

b Repeat step a until you have added all merge fields to the quote template.

9 Click the Save button to save the quote template. The new quote template appears in theQuote Templates tree.

Note Before sales representatives can generate quotes using quote templates, youmust add price schedules and sales products to RightNow. For informationabout adding price schedules and sales products, refer tothe RightNow

Administrator Manual.


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4


When your sales representatives are in the office, they probably use RightNow Sales in aonline mode, where the application communicates with a remote database. But they mayneed to work with RightNow Sales when they are out of the office or if an Internet conntion is not available. Disconnected access offers this ability.

Once disconnected access has been installed on a sales representatives workstation or lapthey can work in offline mode. In offline mode, RightNow Sales communicates with a dbase on the sales reps hard drive. The staff member uses the same interface for working

both online and offline modes. After working in offline mode, the disconnected access fture then allows the online and offline databases to be synchronized.

In this chapterAdding disconnected access permission to profilesContains the procedure for adding

connected access permission to a profile. Refer to page 28.

Important Before you can assign permission for staff members to use disconnected accit must be enabled in your application. Contact your RightNow account manto enable disconnected access.


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Chapter 4

Adding disconnected access permission to profiles

Before managers and sales representatives can use disconnected access, you must give thempermission in their profile to download and install the necessary components. Then when

they log in to RightNow with disconnected access permission in their profile, all disconnectedaccess components will automatically install and the Offline option will be available on theapplication menu.

To add disconnected access permission to a profile

1 Click the Common Configuration button on the navigation pane.2 Double-click Account Profiles under Staff Management. The content pane displays the

Profiles tree and editor.

3 Right-click the profile you want to update with disconnected access permission and selectEdit Profile. The editor is activated.

4 Click the Sales tab.

5 Select the Disconnected Access check box. (Selecting either of the Disconnected checkboxes automatically selects both of them.)

Important Regardless of profile permission, disconnected access components will not beinstalled on a staff members workstation when the RightNow application hasbeen installed using the MSI deployment method.


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Adding disconnected access permission to profiles 29

Figure 11: Setting Disconnected Access Permission in a Profile

6 Click the Save button to update the profile with disconnected access permission.

Make sure your staff members are assigned a profile that includes disconnected access pmission. For information about assigning profiles to staff accounts, refer to the RightNow

Administrator Manual.

When sales representatives log in to RightNow with disconnected access permission in tprofile, all disconnected access components will automatically install and the Offline optwill be available on the application menu.


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30 Disconnected Access Configuration

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Figure 12: Offline Menu

The Offline menu item contains options for switching between online and offline modes andsynchronizing data between the online and offline databases.

Important Although sales reps can configure disconnected access to meet their specificneeds, disconnected access permission is controlled by the manager hierarchythrough staff accounts. For example, if you are a sales manager with sales repre-sentatives under you, you will have access to all options in RightNow CXOptions>Offline Settings, but sales representatives under you will be restrictedin what they can do. Refer to Setting up disconnected access on page 82.


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5

Opportunities

An opportunity is a record in RightNow Sales containing information about a specific saa pending deal. In essence, opportunities are the building blocks of your sales operation collecting general sales information, following sales strategies, settingforecasts, and prepaand sendingquotes to customers. The information that is collected during the sales cyclebe processed by RightNow Analytics to help managers identify trends and forecast salesods and to help you meet or exceed your quota.

In this chapter OverviewProvides an overview of the opportunity ribbon, opportunity fields, and opportu

record tabs. Refer to page 32.

Working with opportunitiesContains procedures to complete opportunity fields, comple

detail fields, add and edit contact information, add and edit opportunity notes, add and edit ta

and delete opportunities. This section also includes information about opportunity statuses, sa

strategies, and sales forecasts and the procedures to accept and reject leads. Refer to page 37.

Adding opportunitiesContains the procedure to add opportunities. Refer to page 56.

Closing opportunitiesContains the procedure to close an opportunity. Refer to page 59.

Other opportunity actionsContains information about forwarding and copying opportun

and updating multiple opportunities at the same time. Refer to page 59.
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Overview

Before you start working on your assigned opportunities, youll want to know how to accessopportunities and how opportunity information is organized on the RightNow Console. The

following sections explain the layout youll be working with and show you where the details ofeach opportunity are located.

Opportunities reports

When you click the Opportunities button on the navigation pane, the navigation list displaysall of the reports and items added to this button by your RightNow administrator. TheOpportunities button, plus all the other buttons you have access to, are part of the navigationset defined in your profile.

Opportunities reports can also be placed in other navigation lists, not just the Opportunities

list. And if you have permission to customize your navigation set, you can add other items,including any reports you have permission to access, to your Opportunities navigation list orany of your lists.

Double-clicking any opportunities report displays the list of opportunities in the report onthe content pane. Figure 13 is an example of the Recently Modified Opportunities report.

Figure 13: Recently Modified Opportunities Report

The information displayed on the content pane depends on the opportunities report youselect and which fields were defined when the report was created. The Recently Modified

Opportunities report, for example, displays the opportunitys name, forecasted value, anddate it was last modified.
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Standard workspace for opportunities 33

Using buttons on the ribbon, you can open, add, copy, delete, print, forward, assign, andreject opportunities and email the contact. You can also search for opportunities, refreshreport, and reset the search criteria from the ribbon. Right-clicking any opportunity dispthe same functions as those on the ribbon.

Standard workspace for opportunities

Your RightNow application contains a standard workspace for working with opportunitiThe workspace defines which fields you see and how the information is organized on thcontent pane. An example of the standard opportunity workspace is shown in Figure 14

Figure 14: Standard Opportunity Workspace

Tip Besides searching for opportunities from a report, you can also use QuickSearch to find a specific opportunity from anywhere in the product. Refer toRightNow User Manualfor information about searching for records.

Note Your organization may use the standard workspace, or your RightNow adm

trator may have created one or more customized workspaces. Your profiledefines the workspace you see when you open or add an opportunity, whethis the standard workspace or a customized workspace. We use the standardopportunity workspace to explain how to work with opportunities.
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Ribbon

Table 8 describes the buttons on the ribbon of the standard opportunity workspace. For moreinformation about the ribbon in general and the Quick Access toolbar, refer to the RightNowUser Manual.

Table 8: Opportunity Ribbon Description

Group/Button Description

Save

Save Click this button to save the opportunity you are currently editing

or adding. The opportunity remains open.

Note:When you save an opportunity, it is evaluated by the rules

engine. If your RightNow administrator added opportunity rules

and the opportunity matches one or more of those rules, it is pos-sible that the opportunity will be modified by rule actions when

you save it.

Save and Close Click this button to save the opportunity you are currently editing

or adding. The opportunity closes.

Actions

Note:With the exception of the New button, the buttons in this group are not enabled until after

you save the opportunity you are adding.

New Click this button to add an opportunity. See Adding opportuni-

ties on page 56.

Refresh Click this button to refresh the opportunity.

Forward Click this button to forward the opportunity.

Print Click this button to print the opportunity.

Copy Click this button to copy the opportunity.

Delete Click this button to delete the opportunity. See Deleting opportu-

nities on page 56.

Proofing

Spell Check Click this button to spell check the opportunity.
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Key opportunity fields 35

Key opportunity fields

When you open an opportunity, youll see fields on the top of the content pane and recotabs on the bottom, as shown in Figure 14 on page 33. The opportunity fields store theopportunitys name, status, strategy, stage, rep forecast, contact association, organization ciation, manager forecast, and other information that describes the properties of the oppnity.

Some of the opportunity fields are required by default, and your RightNow administratorrequire that other fields also be completed. You must complete any field marked with a rasterisk before you can save the opportunity.

Related Activities

Reject Click this button to reject the lead. Refer to Accepting and reje

ing leads on page 39.

Appointment Click this button to create an appointment in Microsoft Outloo

Refer to the RightNow User Manual.

Links and Info

Links Click this button to select a URL from the list of links added b

your RightNow administrator.

Info Click this button to see details about the opportunity, includingID, when it was created and by whom, and the date it was last

updated and by whom. If the opportunity is in a rules state or h

an escalation level, that information also appears.

Table 8: Opportunity Ribbon Description (Continued)

Group/Button Description
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Figure 15: Key Opportunity Fields

Refer to Editing key opportunity fields on page 41.

Opportunity record tabsThe remaining information about the opportunity is organized in record tabs, which groupsimilar details. For instance, all of the contacts associated with the opportunity are listed onthe Contacts tab and all tasks associated with the opportunity appear on the Tasks tab.

Opportunities include the following record tabs. Click a tab to see what information is listedand what your options are.

Details tabContains fields related to opportunity competitor data, completion data,win/loss data, and other general data. Youll use the fields on this tab to collect addi-tional information about an opportunity, which is beneficial for reporting purposes.Refer to Adding and editing Details tab information on page 54.

Contacts tabLists the contacts associated with the opportunity, including the pri-mary contact and all secondary contacts. From the Contacts tab, you can add a new orexisting contact to the opportunity, open a contact for editing, copy a contact, print

contact information, remove a contact, send email to the contact, or set the contactsrole in the opportunity. The Contacts tab displays a number in parentheses to showhow many contacts are associated with the opportunity. Refer to Adding and editingcontact information on page 44.

Note If you make changes on any windows accessed from the opportunity recordtabs, you must save the opportunity in order for your changes on the record tabsto take effect. If you close the record without saving changes, those changes willbe lost.


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Working with opportunities 37

Notes tabStores internal information about the opportunity. Notes are never sencustomers. You can add, edit, or remove notes that originated by phone, fax, post, form, or email for any opportunity based on the type of correspondence you had wcontact or organization. And you can view the notes by opportunity, contact, orgation, or by any combination of the three. Refer to Adding and editing opportunitynotes on page 48.

Tasks tabLists all of the tasks associated with an opportunity. You can add, opecopy, delete, print, and forward tasks and mark tasks complete. Tasks can be assignean opportunity based on the opportunitys sales stage, or they can be manually assigand associated with an opportunity by another staff member. The Tasks tab displanumber in parentheses to show how many tasks are associated with the opportunitRefer to Adding and editing tasks on page 50.

Quotes tabContains all quotes associated with the opportunity. From this tab ycan open, create, copy, delete, print, and send quotes to prospective and current cu

tomers. (An opportunity can contain multiple quotes, but all of the quotes are direassociated with the opportunity youre currently editing.) The Quotes tab displays anumber in parentheses to show how many quotes are associated with the opportunRefer to Chapter 6, Quotes, on page 61.

Attachments tabLists all files attached to the opportunity. For instance, if a customer forwards you a document that is associated with the opportunity, the Attachments tab provides a convenient location where you can store the document forretrieval. You can add, open, download, delete, and view the properties of file attacments from this tab. For information about file attachments, refer to the RightNow

Manual.

Audit Log tabContains a permanent list of all actions associated with an oppornity, including the date of the action, who performed the action, what the action wand a description of the action. This information is valuable for tracking interactiowith customers, especially if more than one staff member works on the same opponity. For information about audit logs, refer to the RightNow User Manual.

Working with opportunities

When staff members in your marketing, service, or sales department discover a potentialbuyer for your organizations products or services, they can generate a lead (a prequalifie

opportunity) and assign it to you. Most of the time, youll be working with these existingopportunities that have been created by someone else.


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Chapter 5

At other times, however, youll add opportunities to the knowledge base. For instance, whenan existing customer contacts you by phone, fax, or email, you may want to add an opportu-nity to create a record of the customers inquiry.

Regardless of how opportunities are assigned to you or where they originate, youll benefit

from understanding what certain field properties mean and how they can impact opportuni-ties during the sales cycle. This knowledge can help you effectively move your opportunitiestoward a sale.

Opportunity statuses

Opportunity statuses represent the current state of your opportunities. The seven defaultopportunity statuses are Lead, Reject, Active, Inactive, Closed, Dead, and Lost. YourRightNow administrator can also define additional opportunity statuses to show a more complete representation of the opportunities in your knowledge base.Table 9 describes the

default opportunity statuses in RightNow Sales.Table 9: Default Opportunity Statuses

Opportunity Status Description

Lead A lead is a prequalified opportunity that has not been accepted.

Reject A rejected lead is a prequalified opportunity that has been rejected.

Active An opportunity with the Active status is no longer a lead and is

advancing in the system toward a sale.

Inactive An opportunity with the Inactive status is no longer being pursued

but could be activated at a later date.

Closed An opportunity with the Closed status has resulted in a sale.

Dead An opportunity with the Dead status is no longer being pursued.

Lost An opportunity with the Lost status has been lost, for example, to

a competitor.
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Accepting and rejecting leads 39

Accepting and rejecting leads

Leads are opportunities that have been prequalified by your marketing, service, or salesdepartment and are assigned the Lead status. Since leads are prequalified versions of oppnities, they appear as opportunities on the content pane. Youll be assigned leads based oyour organizations processes, but you can also manually create leads and assign them to yself.

Many of the opportunity fields for leads are populated. For instance, when you receive a it already has an organization or contact association and a description of the product or vice the organization or contact is interested in purchasing.

To accept a lead

1 From an open opportunity, click the Status drop-down menu.

2 Select the Active status to convert the lead into an active opportunity.

3 Click the Save and Close button to save and close the opportunity.

There may be times when a lead is assigned to you by mistake or when you are not interein pursuing it. In these cases, you can reject the lead and document the reason.

To reject a lead

1 From an open opportunity, click the Reject button. The Reject Lead window opens.

Note A lead assigned to a status that is notLead or Reject is considered to be anopportunity.

Tip To represent the movement of leads to opportunities and vice versa, all actiare recorded to the audit logand viewed from the Audit Log tab.

Note If your profile does not allow you to reject leads, the Reject button will be dabled.


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Chapter 5

Figure 16: Reject Lead Window

2 Click the Rejection Reason drop-down menu and select a rejection reason.

3 To provide additional information, type a comment in the Comments field.

4 Click the OK button to close the Reject Lead window.

5 Click the Save and Close button to reject the lead and save and close the opportunity.

Sales strategies

Sales strategies are plans defined by your organization that include associated stages and tasks

that should be completed as you work your opportunities. Your organization may have multiple sales strategies based on your business processes. Strategies ensure that best practices, policies, and procedures are followed during the sales cycle.

When you select a strategy while editing an opportunity, the Stage field populates with thefirst stage of the strategy and tasks associated with the stage populate the Tasks tab.

Note Because rejected leads are associated with the Reject status, youll need to filteron the Reject status when searching for leads that have been rejected. You canconvert a rejected lead into an active opportunity by changing its status toActive.

Note If you change a sales strategy for an opportunity, all tasks associated with theprevious strategy will be deleted from the Tasks tab, and all tasks associated withthe new strategy will populate the Tasks tab.


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Forecasting opportunities 41

Forecasting opportunities

A forecast is a projection of sales revenue for an opportunity that may close in a given saperiod. Each opportunity contains fields for a manager forecast and a sales representativforecast. A manager forecast is a projection of sales revenue for an opportunity from a magers point of view, whereas a sales representative forecast is a projection of sales revenuean opportunity from a sales representatives point of view. Sales forecasts play an importarole in helping management determine realistic sales projections for a sales period.

To forecast an opportunity

1 If you are a manager, click the Manager Forecast field.

Or

If you are a sales representative, click the Rep Forecast field.

2 Enter the revenue amount that you believe will be generated by the sale.

3 Click the Save and Close button to save and close the opportunity.

Editing key opportunity fields

Now that you understand the role of statuses, strategies, and forecasts, you can completeopportunity fields to update your opportunities. Required fields are labeled in red and hared asterisk next to them. Remember that you cant save an opportunity without completall of the required fields.

To edit key opportunity fields

1 Right-click the opportunity on the content pane and select Open>Opportunity.

Note When a quote is associated with the opportunity and the Forecast check boxselected for the quote, the Rep Forecast field automatically reflects the amospecified in the quote. Refer to Chapter 6, Quotes, on page 61.

Note The fields you see when adding or editing an opportunity are defined in a wspace that is assigned to your profile by your RightNow administrator.


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42 Opportunities

Chapter 5

Figure 17: Completing Opportunity Fields


Table 10: Opportunity Fields Description

Field Description

FlagClick this button to add or change the priority notifications for the

opportunity. Refer to the RightNow User Manual.

*Opportunity Name Type the name of the opportunity in this field.

*Status Click this drop-down menu and make a selection to change the

opportunitys status. Refer to Opportunity statuses on page 38.

StrategyClick this drop-down menu and make a selection to change the

opportunitys strategy. Refer to Sales strategies on page 40.

*Stage Click this drop-down menu and make a selection to change the

opportunitys stage. Refer to Sales strategies on page 40.

Note:The options in this field depend on the strategy assigned to

the opportunity.

Rep Forecast Type a new value to change your monetary forecast for the oppor-

tunity. Refer to Forecasting opportunities on page 41.

Note:The Rep Forecast field is associated with the Exchange

Rates calendar. After you select a date within a specific exchange

period, the calendar defaults to the start date of the specific

exchange period after you close the calendar. The type of currency

that appears in the Rep Forecast field depends on your staff

account settings.
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Editing key opportunity fields 43

*Rep Commit Click this drop-down menu and select Yes to commit to closing

opportunity in the defined sales period.Note:This drop-down menu wont be active until a value is

entered in the Rep Forecast field.

Summary Type a summary about the opportunity.

Contact Click this button to add a primary contact to the opportunity. I

primary contact is not associated with an opportunity, an organ

tion must be associated. Although many contacts can be associa

with an opportunity, only one of them can be designated as the

mary contact. For information about adding and editing contac

refer to the RightNow User Manual.

Caution! If you use the Search button on the Contact field to a

a contact to the opportunity when a primary contact for the

opportunity already exists, the existing primary contact is remo

from the opportunity and replaced with the new primary conta

Organization Click this field to add an organization to the opportunity. If an

organization is not associated with an opportunity, a primary co

tact must be associated. For information about adding and edit

organizations, refer to the RightNow User Manual.

Note: Only one organization can be associated with an opport

nity.

Assigned Click this drop-down menu to re-assign the opportunity to anot

sales representative.

Note: Use the Find feature at the bottom of the Assigned drop

down menu to quickly locate staff members.

Territory Click this drop-down menu to re-assign the opportunity to anot

territory.

Manager Forecast Type a new value to change the manager forecast for the oppo

nity. Refer to Forecasting opportunities on page 41.

Note:The Manager Forecast field is associated with the Excha

Rates calendar. After you select a date within a specific exchangperiod, the calendar defaults to the start date of the specific

exchange period after you close the calendar. The type of curre

that appears in the Manager Forecast field depends on your sta

account settings.

Table 10: Opportunity Fields Description (Continued)

Field Description


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44 Opportunities

Chapter 5

Adding and editing contact information

When an opportunity is assigned to you in the form of a lead, the contact information isoften present. Sometimes, however, only an organization is associated with the opportunity,so you must add contact information.

The Contacts tab contains a toolbar for working with the contacts associated with the oppor

tunity.

Figure 18: Contacts Tab of an Opportunity

Table 11 describes the Contacts tab toolbar buttons.

*Manager Commit Click this drop-down menu and select Yes to commit to closing the

opportunity in the defined sales period.Note:This drop-down menu wont be active until a value is

entered in the Manager Forecast field.

Table 10: Opportunity Fields Description (Continued)

Field Description

Table 11: Contacts Tab Toolbar Description

Button Description

Click this button and select one of the following options to add a

new or existing contact to the opportunity.

Add New Select this option to display the New Contact window. After creat-

ing and saving the new contact, the contact will be added to thecontact list for the opportunity.
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Adding and editing contact information 45

Add Existing Select this option to display the Contact Search window. After

finding and selecting the existing contact, the contact is added tthe contact list for the opportunity.

Note:Your RightNow administrator can add a secondary repo

to the Contact Search window. This feature is especially useful

displaying all contacts associated with an organization when yo

add a contact to an organizations opportunities. Refer to the

RightNow Administrator Manual.

Click this button to open the selected contact.

Click this button to print the selected contact.

Click this button to copy the selected contact.

Click this button to remove the selected contact from the oppo

nity.

Note:This does not delete the contact from the knowledge ba

It just disassociates the contact from the opportunity.

Click this button to send an email to the selected contact.

Click this button to open the Set Contact Role window. To addcontact role, follow these steps:

1 Click the Contact Role drop-down menu and select the role

contact has in this opportunity.

2 Click the OK button to close the Set Contact Role window. T

contact role displays in the Contact Role column on the con

tact list.

Note: Because contact roles are specific to RightNow Sales, yo

can add or edit a contact role only while adding or editing an

opportunity.

Click this drop-down menu to choose report options.

Table 11: Contacts Tab Toolbar Description (Continued)

Button Description


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To add or edit contact information

1 From an open opportunity, click the Contacts tab.

2 Click the Add button on the Contacts tab toolbar and select Add New. The New Contact

window opens.Or

To edit a contact for the opportunity, right-click the contact and select Open. A windowcontaining the contacts information opens. (The contact edit window contains the samefields as the New Contact window.)

Figure 19: New Contact Window


Table 12: New Contact Window Description

Field Description

FlagClick this button to add or change the priority notifications for the

opportunity. Refer to the RightNow User Manualfor information

about flagging records.
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Adding and editing contact information 47

*First Name Type the contacts first name.

*Last Name Type the contacts last name.

Email Type the contacts primary email address.

Note: If the contact has multiple email addresses, click the dro

down menu and select Email Alt1 or Email Alt2 and add the co

tacts alternative email addresses.

Office Phone Type the contacts office phone number.

Note: If the contact has multiple phone numbers, click the dro

down menu and select Mobile Phone, Fax Phone, Assistant Pho

or Home Phone and add the contacts other phone numbers.

Address Click Edit to open a window for entering the contacts address

Type information in the Street, City, and Postal Code fields, and

make selections from the Country and State/Prov. fields drop-

down menus. When you select the country, the associated states

provinces appear in the States/Prov. menu. Close the window t

display the address you entered.

Contact Type Click this drop-down menu and select the type of contact you a

working with.

*State Click this drop-down menu and select one or more of the follo

ing check boxes: Service, Marketing, or Sales.

Organization Click the Search button to open the Organization Search windo

and search for an organization to associate with the contact. If y

need information about searching for an organization from the

New Contact window, refer to the RightNow User Manual.

Salesperson Click this drop-down menu and select the salesperson who is a

ciated with the contact.

Note:This field defaults to the staff member who created the c

tact record.

Title Type the contacts job title in this field.

Table 12: New Contact Window Description (Continued)

Field Description


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4 Click the OK button to add the new contact record and associate it with the opportunity.

For more information about contacts, refer to the RightNow User Manual.

Adding and editing opportunity notes

From the Notes tab, you can add opportunity-related details to an opportunity. You can alsochoose the origin of the note youre adding (phone, fax, post, web form, or email) to accu-rately document the origin of the note information. And you can edit notes once you addthem.

To add or edit a note for an opportunity

1 Click the Notes tab of an opportunity.

2 To add a note, click the Add button. An Opportunity Note header and a text area display.

Or

To edit a note, click Edit on the right side of the header bar.

Login Type a login for the customer to use when logging in to the cus-

tomer portal. If the customer created an account on the customerportal, this field displays the login selected by the customer.

Note:This field applies only to RightNow Service.

SLA Click this field to add an SLA instance. For the steps to add an SLA

instance, refer to the RightNow Service User Manual.

Global Opt-in Click this drop-down menu and select Yes if the contact wants to

receive RightNow Marketing mailings. Select No if the contact

does not want to receive RightNow Marketing mailings.

Table 12: New Contact Window Description (Continued)

Field Description

NoteNotes are internal and are never sent to customers.


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Adding and editing opportunity notes 49

Figure 20: Opportunity Note Header and Text Field

3 Click the Opportunity Note drop-down menu and select one of the following channewhere the opportunity note information originated:

No ChannelThe note information originated as something other than a phone fax, postal mail, web form, or email.

By PhoneThe note information originated as a phone call.

By FaxThe note information originated as a fax.

By PostThe note information originated as postal mail.

By Web FormThe note information originated from a web form.

By EmailThe note information originated as email.

4 Click in the text area and type the note.

5 Click the Save and Close button to save your changes and close the opportunity.

By default, the Notes tab opens with only opportunity notes displayed. If theres a contacorganization associated with the opportunity, and the Notes tab of the contact or organition record has notes associated with it, those notes can also be displayed.

Note If Outlook integration is enabled, Outlook email can be appended to opporties, contacts, organizations, and incidents in the By Email format. For infortion about Outlook integration, refer to the RightNow User Manual.


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To view contact and organization notes while editing an opportunity

1 From an open opportunity, click the Notes tab.

2 Click the View drop-down menu and select from the check boxes described inTable 13.

Adding and editing tasks

You can view all tasks associated with an opportunity by clicking the opportunitys Tasks tab.

Although you can manually add tasks, most tasks are added automatically to the Tasks tabwhen a sales strategy is selected for the opportunity. Refer to Sales strategies on page 40.

Figure 21: Tasks Tab

Note To edit a contact or organization note, you must edit the contact or organizationrecord.

Table 13: Notes View Description

Check Box Description

Opportunity Notes Select this check box to view all associated opportunity notes.

Note:This check box is selected by default.

Contact Notes Select this check box to view all associated contact notes.Note:A contact must be associated with the opportunity for the

contact notes to display.

Organization Notes Select this check box to view all associated organization notes.

Note:An organization must be associated with the opportunity

for the organization notes to display.
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Adding and editing tasks 51

The Tasks tab contains a toolbar for working with the tasks associated with the opportunTable 14 describes the Tasks tab toolbar buttons.

To add or edit a task for an opportunity

1 From an open opportunity, click the Tasks tab.

Table 14: Tasks Tab Toolbar Description

Button Description

Click this button and select one of the following options to add

new or existing task.

Add New Select this option to add a new task to associate with the oppor

nity.

Add Existing Select this option to search for an existing task to associate with

the opportunity.

Click this button to open the task for viewing or editing.

Click this button to print the task.

Click this button to copy the task.

Click this button to delete the task.

Click this button to complete the task.

Click this button to forward the task to the selected recipient.

Click this drop-down menu to choose report options. Refer to

RightNow Analytics Manual.
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2 Click the Add button and selectAdd Newto open the New Task window.

Or

Right-click a task on the Tasks tab and select Open.

Figure 22: New Task Window


Note The New Task window opens with your name displayed in the Assigned fieldand the opportunity name displaying in the Opportunity field. The Task typefield displays Opportunities because the task was created while editing an oppor-tunity.

Table 15: Task Window Description

Field Description

*Name Type the name of the task.

Assigned Click this drop-down menu and select a staff account.
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Adding and editing tasks 53

*Status Click this drop-down menu and select a status (Not Started, In

Progress, Completed, Waiting, or Deferred).

Percent Complete Type a value for the percentage of the task that is complete.

Priority Click this drop-down menu and select a priority (Low, Normal

High).

Due Date Click this calendar menu and select a due date.

Planned Completion Click this calendar menu and select a planned completion date.

Date Completed Click this calendar menu and select the tasks actual completion

date.

Task Type This field contains Opportunities and is disabled since the task

type is determined by the type of record you add the task from

Note: If you were adding a standalone task, the field would be

empty, and if you were adding a task from any other type of reco

the field would contain that record type.

Notes Type any notes about the task in this field.

Note:You may need to scroll down to see this field.

*Opportunity Click the Search button to open the Opportunity Search windo

where you can associate an opportunity with the task.

Organization Click the Search button to open the Organization Search windo

where you can associate an organization with the task.

Contact Click the Search button to open the Contact Search window, wh

you can associate a contact with the task.

Incident Click the Search button to open the Incident Search window,

where you can associate an incident with the task.

Answer Click the Search button to open the Answer Search window, wh

you can associate an answer with the task.

Campaign Click the Search button to open the Campaign Search window,

where you can associate a campaign with the task.

Table 15: Task Window Description (Continued)

Field Description


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4 After completing the required fields, click the OK button to associate the task with theopportunity.

For more information about tasks, refer to the RightNow User Manual.

Adding and editing Details tab information

By default, opportunities open with the Details tab active. Fields on this tab are used to col-lect additional completion and win/loss information for your opportunities and are useful forreporting purposes.

Figure 23: Details Tab

Mailing Click the Search button to open the Mailing Search window, where

you can associate a mailing with the task.

Survey Click the Survey button to open the Survey Search window, where

you can associate a survey with the task.

Document Click the Search button to open the Document Search window,

where you can associate a document with the task.

Table 15: Task Window Description (Continued)

Field Description


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Adding and editing Details tab information 55

To edit Details tab information


Table 16: Details Tab Description

Field Description

Completion Data This section contains fields for selecting forecast close informat

and completion dates for the opportunity.

Forecast Close To change the date the opportunity is forecasted to close, type

date or click the calendar and select a new date from the calend

Date Closed To change the date an opportunity closes, type a date or click t

calendar and select a new date from the calendar.

Closed Value To change the closed value for the opportunity, type a new valu

this field.Note:The Closed Value field is associated with the Exchange

Rates calendar. After you select a date within a specific exchang

period, the calendar defaults to the start date of the specific

exchange period after you close the calendar. The type of curre

that appears in the Closed Value field depends on your staff

account settings.

Win/Loss Data This section contains fields for selecting win/loss reasons for th

opportunity.

Win/Loss Reason To change the reason an opportunity was won or lost, click thi

drop-down menu and make a selection.

Win/Loss Description This field lets you provide additional information about why an

opportunity was won or lost. If you need to change it (for exam

to make the description more specific), type your changes in th

field.

Lost To change the date that an opportunity was lost, type a date or

click the calendar and select a new date from the calendar.

Opportunity

Competitors

Click this drop-down menu and select the competitors that wer

also pursuing the opportunity.

Note:A check box and a radio button appear next to each competitor in the drop-down menu. You can select multiple check

boxes to show that multiple competitors are involved, but you

select only one radio button to designate the primary competito
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56 Opportunities

Chapter 5

Feb10 Sa Admin User

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