In this lesson we will cover:
– View Pane
– Areas
– Opportunity List
– Raising Opportunities
– Field List
– Copying Custom Fields from the Ticket to the New Customer Record
Associated Admin Guides:
Associated Guides:
In this lesson we're going to look at raising a new opportunity, while bringing together various different areas of configuration to see how the CRM module can be customised to suit your needs. Heading into our CRM module, were presented with a screen similar to that of the Service Desk module. Let's break this down into two section: the 'view' pane & Opportunity list.
View Pane
When heading into the CRM module, the view pane is displayed on the left hand side:
Fig 1. The View Pane
The default view here is currently set to 'My Lists'. To change the default view, go to Configuration > Sales > Views.
Fig 2. Default viewing options
You'll note in Fig 2 that these options can be overridden via editing agent preferences (Configuration > Teams & Agents > *Click into an agent* > *Preferences Tab*).
Areas
In Configuration > Tickets > Ticket Areas you can configure the areas which are displayed in the navigation bar pinned to the left hand side of the screen. Within the details tab you can set a default view per area. For more information on ticket areas checkout the admin guide and the other guide on ticket areas linked at the top of this article.
Tip: While you can set default viewing options for your Service Desk, Projects & CRM areas, you can always change these ad-hoc by simply clicking on the view, where you'll then be prompted to select the view you want to make use of on this occasion:
Fig 3. Viewing Options
Opportunity List
To the right of the view pane is the opportunity list, note that "Conversion Probability" has been changed to Probability on this column profile:
Fig 4. The Opportunity List
This will display a list of opportunities based on the relevant view/filter profile, and will present opportunity information based on the respective column profile applied. All of these options can again be defaulted either via heading to Configuration > Sales > Views, or by modifying the relevant agent preferences.
Note: An Additional Way to View Tickets by Status: You'll see in the top right hand side of the screen the option to raise a new Opportunity ('New') & additional viewing options ('…'). Clicking our additional viewing options and selecting Kanban will list our Opportunities based on their status:
Fig 5. Opportunities displayed as per Kanban
Raising Opportunities
Clicking 'New' (top right hand side) of the CRM module will open the new Opportunity screen. This screen can be broken into two sections: Contact details & Opportunity form.
Contact Details
This is where you input the contact details pertaining to the opportunity. Either select 'Existing Customer' to search your list of End-Users, or 'New Contact' to manually enter details against a company/end-user that does not currently exist in HaloPSA:
Fig 6. Contact details section of the new opportunity screen
Opportunity Form
This is where you fill out the main details of the opportunity and it is composed of the fields with your Field List for the relevant opportunity type. In our example opportunity type, dynamic field visibility has been applied to include additional fields based on the selection of "what kind of opportunity is this?" (Fig 7):
Fig 7. Opportunity Form
Field List
Fig 7 is a screenshot of the Opportunity form returned when raising our type 'Opportunity' (Fig 6), so we will need to head to the configuration of this opportunity type to see our configured field list. Heading to Configuration > Sales > Opportunity Types > Opportunity, and then into the Field List tab, we find the below fields:
Fig 8. Field List for ticket type 'Opportunity'
Dynamic Field Visibility
Clicking the pencil on 'How many employees?' and scrolling down, we will see Dynamic field visibility has been imposed:
Fig 9. Dynamic Field Visibility imposed on our opportunity field
This means that this field will only be displayed if the selection of 'What kind of opportunity is this?' is 'New Managed Service' or 'Training':
Fig 10. Dynamic field visibility (compare with Fig 7.)
There are many types of fields to add to the list, you can also configure different actions with fields on them, to create custom fields, checkout the Custom Objects Section.
Copying Custom Fields from the Opportunity Ticket of a New Customer, onto the New Customer Record
Copying Custom Fields from the opportunity ticket into the new customers record. In order to copy over the custom fields that exist on the ticket, you must create a custom field of entity ticket, and a custom field of entity customer. The label on both entities must be the same.
For the customer entity:
Fig 11. Custom Field of entity 'Customer'
Fig 12. Field Label in the custom field
Then when you create the field in the ticket entity, you must also use the same label. This is how the system knows to copy over the field to the new customer template:
Fig 13. The same Field Label on a different custom field
Fig 14. The Field Label on that other field
As long as the data types are compatible ("Type of field" set on the custom field in Halo) you will be able to pull the data into the corresponding custom field entity, granted that the custom field on the ticket has been populated. Now when creating a new customer from an opportunity ticket, my ticket entity custom field with field label: "How many employees?" will populate on the custom fields tab of my new customer (To gain an understanding of custom fields, please refer to the custom objects course).
Fig 15. Create a new Customer from this Opportunity
The custom field will now appear.
Fig 16. The field on the new customer
This can be very useful for categorising customers and copying over sales data that was gathered during the sales process. Some example fields you may want to capture are:
- How were they managing their IT previously? (Single Select Custom Field)
- How many employees do they have? (Text Custom Field)
- What Industry are they in? (Text or Single Select Custom Field)
- What Type of Client are they i.e. Contract, PAYG, etc… (Single Select Custom Field)
