Opps Viewer
Opps Viewer is a powerful tool designed to help Sales Leaders visualize and organize their sales pipeline with a comprehensive overview of opportunities. By centralizing opportunity information and streamlining opportunity management process, the Opps Viewer module offers numerous benefits to Sales Leaders allowing them to focus their activities on the Opportunities that matter as well as retrospectives and forecasting.
Sales Leaders can manage several sales teams. Each team can follow a unique process with different stages and requirements along the way. With the Opps Viewer, you can customize the Kanban board to reflect the desired Sales Process, creating a tailored workflow for each process.
This module is populated with all the data points from the Opportunity module, meaning that each card you see on the screen is an existing Opportunity in your CRM.
On the top dropdown list, you can select a process:
This will display all the Opportunities that are included in the selected process and the board will display each Opportunity in the corresponding stage:
You can filter by Date, this date will be filtered by the Close Date field in the Opportunity. You can also filter by revenue type.
Note: Remember that the revenue type is a field that you can configure in the Settings menu.
Then expand the Opportunity menu, click on the System Fields menu and there you will find the Revenue type configuration page. In here you can create new revenue types which can be used to track different revenue streams from your company. In our example we are going to focus on Renewals.
Let's use Revenue Type = Renewal Process as an example, this will remove all opportunities that are not associated with this revenue type to easily to find the cards in the Kanban board:
Using the board, we can drag and drop cards through the columns, acting at each stage as required by our firm's process. We can also assign them to a specific status:
- Abandoned
- Lost
- Won
In this case, we successfully moved the renewal opportunity to Stage 2 of the Renewal Process.
You can see all Won, Lost and Abandoned opportunities in the board by clicking on the menu icon of the Kanban board:
Customize the layout for cards
Sort cards on the board
Refresh the board
A Refresh button has been added to the screen. You can refresh the cards to see the updated data.
Add a new Opportunity from Opps Viewer
Add new Opportunities by clicking the + New Opportunity button:
Working on Opportunities
You can work your Opportunities from the Opps Viewer by clicking on the Opportunity Objective. It will open up a new dialog box :
You can access the Details and Timeline of the Opportunity as well as the Key Fields Listing and Actions menu from the Opportunity window:
Open up the Address Book record by clicking on the Company or Contact name in the card:
You can access the Details, Timeline and Contacts tab of the Address Book record from the dialog box:
See the number of days that an opportunity is past the close date in the card. A warning sign will display in the bottom right corner of the card and hovering the mouse over the icon will display a message stating the number of days that the opportunity is overdue and the stage age :
Activity Tracker
The Activity Tracker allows the sales leader to review their team’s planned and completed activities (like prospect calls; follow-up tasks; appointments made; etc.) to push deals forward. Get alerts for overdue tasks to stay on top of your team and step in for a coachable moment when the activities planned for the week ahead are looking light. Easily filter by team or owner or interaction type to see exactly what you need to make sure the right type of activities are being scheduled by your team. What type of activities is your star performer doing to hit 105% of their quota? Is the rep that’s only hitting 75% of their quota booking the same type of activities? This is the perfect type of data that sales leaders can use to provide active coaching to their sales reps during their 1-on-1s.
Key functionalities of the Activity Tracker:
How do you add or update your Interaction Types/Categories?
You can do it by accessing the Administration menu then clicking on the Settings menu.
Then, you can click expand the Interactions menu, click on Type and the window will open the configuration menu where you will be able to add, edit or remove interaction types.
Track key customer insights and meeting details
Start the week off right with a review of this week's activity board. Plan accordingly and stay aligned with your team to make sure no deals fall through the cracks. Review last week's successful activities and plan ahead to stay on top of your deals. Always be prepared, informed and aligned to reach you quarterly targets.
Receive timely reminders for upcoming tasks and appointments, helping you stay on track and meet deadlines.
Keep a comprehensive log of all your interactions with clients, including notes, emails, and calls. Navigate through the calendar weeks by clicking on the left arrow, this will take you back 3 weeks and the right arrow will take you 3 weeks ahead. Quickly get back to the current week by clicking on the “This Week” button.
View the details of Opportunities, Address Book and Appointments directly within the Activity Tracker
Open the associated Opportunity and view its details in the pop-up. From the pop-up, you can efficiently update opportunities and take actions to drive your sales process forward.
Timeline is available in the pop-up for entry details
Any Address Book entry or Opportunity pulled from the Activity Tracker now shows the Timeline in addition to the entry details. This tab allows you to review what has happened to the entry; and any notes and documents created for the entry so you can review the most recent activities related to that entry without leaving the module.
Cases
We're enhancing the Customer Service capabilities by introducing a Kanban board for cases. Support managers can use the board to monitor the performance of their teams. Service representatives can use the board to manage their cases and move cases forward easily.
Kanban for cases
The case statuses are displayed in the columns of the Kanban board, grouped by their associated actions as defined in Administrator. The first group contains the status that are not available in Assign Case, Escalate Case and Resolve Case dialogs. The second group (blue columns) includes statuses available in the Assign Case dialog. The third group (orange columns) includes statuses available in the Escalate Case dialog. If a status is available in both the Assign Case and Escalate Case dialogs, it will be displayed in the third group. The fourth group (green columns) includes statuses available in the Resolve Case dialog. If a status is available in all three dialogs, it will be displayed in the fourth group.
In Cases module, you can create new cases and filter cases by creation dates, assigned users, priorities, and case types. Cases are displayed as cards. The status of a case can be changed by moving its card to a different column. Alternatively, you can drop it into one of the buckets in the Action Bar located at the bottom of the screen. The Action Bar will appear when you are moving a card.
In each card, clicking the case subject opens a pop-up to view the case details and timeline. Similarly, clicking the Address Book entry name opens a pop-up to view its details and timeline. Within these pop-ups, you can edit the entry or perform actions related to the entry.
The actions in the board are affected by access rights and system settings.
- If the logged-in user doesn't have access to the Customer Service module, the Cases module will be hidden.
- If the user doesn’t have the rights to create cases, the New Case button will be hidden.
- If the user is not allowed to modify cases, a message will appear at the bottom of the screen informing them of this restriction. They won't be able to move cards to another column.
- If the system settings disallow direct changes to status (if 'Do not allow direct changes to status (Actions only)' is ticked under Administrator > Preferences > Customer Service > Options tab), cards can't be moved to another column. However, they can be dropped into a bucket in the Action Bar, which will open a pop-up for assigning, escalating, or resolving cases.
Customize the layout for cards
Different users need to see specific data in the cards. For example, a support manager wants to see the age of cases, while a support representative wants to see the follow-up deadline. Users want the ability to customize which fields are displayed in the cards.
You can select up to 6 fields to display in the cards. To customize the layout, click the gear button to open the dialog showing all available layouts. There is a default layout which includes the following fields: Subject, Company/Individual, Priority, Severity and Creation Date. You can create new layouts and share them with your colleagues.
To create a layout, click New Layout button. In each layout, the first field is always Subject, which cannot be removed or repositioned. You can then add up to 5 new fields. These fields can be repositioned by drag and drop. They can be deleted.
You need to enter a name for the layout and specify security rights. Other users can see and apply your layout if they have the Read Access right. They can edit or delete your layout if they have the Full Access right.
You can create multiple layouts and select one to apply to the cards on the board.
Sorting cards
By default, the cards in a column are sorted by creation dates. People in different roles may want to sort the cases differently. For example, support managers might want to sort cases by priorities so they can see the most critical one first. Support representative might want to sort cases by follow-up deadline. Now, you can select a field for sorting and change the sorting direction.
Note that the items available in the "Sort by" drop-down match the fields in the layout currently applied to the board.
Tasks
Introducing the new Tasks module - Manage your to-do list with recurring tasks
The new Tasks module enables you to manage your tasks effectively and streamline your workflow. With this module, you can view all relevant information in one place, eliminating the need to search for information in different places and making it easier to get a complete picture of each customer, deal or case.
The Tasks module features a simplified user interface. You no longer need to use drop-down menus and can filter tasks quickly without relying on pop-up filters. With the introduction of tabs to manage workflow, you can quickly review what is happening today, identify overdue tasks, and track the status of tasks assigned to others.
While you are trying the new Tasks module, you will still be able to access Hotlist and work with tasks in other places such as Timeline, Interactions, and Activities. Your current workflow will not be disrupted by the new module. However, new features such as recurring tasks will not be displayed in the Hotlist module and Activities tab. We will continue to improve the Tasks module. Once all the functions are available in the Tasks module, Hotlist will be discontinued.
An overview of the Tasks module
The Tasks module includes four built-in tabs. Each tab includes a filter bar and a list.
See all of your Tasks
The “All” tab displays tasks based on the selected filter settings, including date range, user and a toggle to show or hide completed tasks as needed.
Clicking on the Subject column will open the task dialogue. Clicking on the links in the Name column will open the corresponding Address Book entry or Lead. You can also open the associated Opportunity or Case by clicking on the items listed in the Regarding column. This allows you to view all relevant information without leaving the module.
Focus on today's tasks
The "Today" tab displays tasks that are due on the current day. You have the option to turn off completed tasks to focus on pending ones.
The User filter enables you to select other users. You can check the activities they are working on, provide assistance and collaborate as needed.
Pay close attention to your overdue tasks
The “Overdue Task” tab displays tasks that are overdue. The User filter allows you to select other users to help you find out if they need assistance in catching up.
Collaborate with your colleagues
The "Delegated Task" tab displays tasks that you have created and assigned to other users. This tab allows you to track tasks that you have delegated to others. It is equivalent to the option of “Only show tasks that I created” filter in the Hotlist module.
Manage your to-do list quickly
If you have many tasks and cannot finish them on time, consider reassigning some of the low-priority tasks to your assistant. You can now select tasks, set their priority, and delegate them to another user using Global Edit.
The Global Edit button is available in the toolbar when tasks are selected. Clicking this button will open the standard Global Edit dialogue box.
In the Global Edit dialog, you can select the task fields including Assigned to, Category, Result and Priority.
Note that you cannot create notes when global editing tasks. The note-related fields are disabled.
Please Note: You cannot complete tasks created from Action Plans. You need to open each task and complete them individually. A unique icon indicates the tasks from Action Plans.
Show or hide completed tasks
Use the switch to toggle completed tasks on or off. Completed tasks will be crossed out.
Create a new task
Clicking the "New Task" button in the Tasks module opens the dialog for creating a new task. You can link the task with an Address Book entry or a Lead. If the task is with an Address Book entry, you can also associate the task with an Opportunity or a Case using the Regarding field.
Note: Creating a task in the Hotlist module doesn’t allow you to link the task with an Address Book entry or a lead.
Completing Tasks on your to-do list
When a task is completed, the completion information is displayed in the System Information section of the task dialogue, providing details about the task completion date and who completed it. This information is useful when reviewing delegated tasks, as it allows you to see when the task was completed by another user.
Recurring tasks
You can create recurring tasks by clicking the Repeat button in the Task dialogue. A pop-up will open for you to set up the recurring rules. You can create daily, weekly, monthly, or yearly recurring tasks.
The recurring rules will be displayed in the Task dialogue. You can edit or remove the rules.
Important note about recurring tasks
When you create a recurring task, only the first instance will be created. Subsequent instances will be created automatically when the previous task is completed, with all the data from the previous task copied to the new one. However, you need to be careful when making changes to an incomplete instance, as you may inadvertently change the recurring rule.
For example, let's say you have a weekly recurring task for every Tuesday. If you open an incomplete instance of the task and change the date to Wednesday, the next task created will be for Wednesday, not Tuesday. To maintain the previous recurring pattern, make sure to change the date back to Tuesday in the new task so that future tasks will continue to be created on Tuesdays. Modifying a completed recurring task will not affect other tasks in the series.
It's important to be careful when deleting an incomplete instance of a recurring task. Deleting the incomplete task will end the recurrence and no new task will be created.
Edit recurring rule
You can edit recurring rules by clicking the pencil icon in an incomplete instance of a recurring task. The change will affect the future tasks. In a completed instance, the pencil icon will be hidden.
To stop recurrence, click the x next to the pencil icon.
Places where you can work with recurring tasks
You can create, view, edit, and delete recurring tasks in the Tasks module, Timeline and Interactions tab, Timeline widget in Leads, and Actions panel in the following tab. Recurring tasks will also be displayed in the Consolidated Timeline Report.
Recurring tasks are not displayed in the Hotlist module and Activities tab, not supported in Action Plans and are not synced to Outlook.
Global Search
A new addition to the Quick Search dropdown is the 'Global Search' option. This feature enables searching across various objects; including Address Book entries; opportunities; cases; leads; and interactions. No changes have been made to the other Quick Search functions. You can continue searching in the same manner as before; but you may not need to with the power that global search provides.
Upon selecting 'Global Search' and clicking within the search field; a full-screen pop-up will appear. Here; you'll find recently accessed Address Book entries displayed. Clicking on a row will open a pop-up revealing the entry's details and Timeline. Access the action menu to execute various actions pertaining to the entry.
You can also add the entry to the Address Book list by clicking the arrow button at the end of the row.
Perform search and display entries
Enter your search text and either click the search button or press Enter. The search results will display matching Address Book entries, opportunities, cases, leads and interactions grouped by types. It's important to note that Global Search behaves differently from other Quick Search functions - it doesn't offer suggestions. To conduct a search; input your text and initiate the search by clicking the Search button or pressing Enter. By default, each section displays up to 5 entries. If the search finds more than 5 entries; a “Show more…” button will appear below the section. Clicking the button will expand the section and display up to 15 entries.
To further refine your search results; consider entering additional information. For instance; combining the Address Book entry name with keywords found in opportunity Objectives and Description fields can effectively narrow down the search results.
Feel free to close the pop-up and navigate to other modules. Upon selecting Global Search and clicking on the search field again; the pop-up will reappear; displaying your previous search results. To clear the search results; simply click the 'X' located within the search bar.
How does the search work?
Address Book entries
Search Address Book entries by first name; last name; company name; phone number and email address. The results will be sorted by last contacted dates; from the most recent to oldest.
Opportunities
Search opportunities by associated Address Book entry name; opportunity Objective and Description fields. The search results will be grouped by status and sorted by last modified dates; from the most recent to oldest.
Cases
Search cases by associated Address Book entry name; case Subject and Description fields. The search results will be sorted by last modification dates; from the most recent to oldest.
Leads
Search leads by first name; last name; company name; phone number and email address. The results will be sorted by last modification dates; from the most recent to oldest.
Interactions
Search interactions by the text fields across all the interaction related objects; including Subject field in all objects; Details field in interaction log; Description field in appointment; and email message body. The search results will be sorted by dates; from the latest to oldest.
Perform actions while you search
You have the ability to access comprehensive details for various entries such as Address Book entries; opportunities; cases; or leads. Simply click on a specific row to open a pop-up displaying all the details and the timeline. Clicking the arrow button to add the entry to its respective list.
Additionally, by clicking on the ellipsis at the end of the row; you can access a drop-down menu offering various actions that can be performed in relation to the entry.
Within the Interactions section, clicking a row will open a corresponding dialog displaying detailed information. For instance; clicking on an email will prompt the email dialog to appear; while selecting an appointment will open the appointment dialog.
Group email to leads
Leads module - Send a group email to leads
You may have numerous leads coming in each day, and the first touchpoint is always an email. To respond promptly and increase the chances of a conversation, you need to select multiple leads and send them an email at once. During the lead qualification process, it may become necessary to nurture certain leads. In such cases, you need to select those leads and send them an email with more information.
Now you can select multiple leads and use the email compose dialog to send emails to all of them. The Email button has been added to the header bar in the Leads module. Clicking this button will open the email compose dialog.
In the email compose dialog, you can insert fields for leads into the message. You can also select a pre-built email template.
Note that if some of the selected leads do not have an email address, they will be skipped during the process. In this version, the unsubscribe function is not available. It will be included in a future release.
Quotas to Targets Module
The Quotas module will be renamed to Targets, but its functionality will remain the same. This updated module name will not include the new features available in the Sales Leader Edition's Targets module; it will retain only the original capabilities of the Quotas module.
Features from the Sales Leader Edition not available in the 2024.1 on-premise release include:
- Sales Intelligence
- New Targets Module
- Customer Health Indicator
Supported Integrations
- MS Outlook integration (COM add-in)
- MS Word integration (COM add-in)
- Zapier
- MailChimp
- Excel quote
- MS Teams messaging
- OpenStreetMap
- Partner Portal
These integrations are supported and developed by business partners only.
- OCAT Quotes & Orders (Partner)
- QuickBooks Financials (Partner)
- Survey Mechanics (Partner)
- Survey Mechanics Pro (Partner)
- SystemX (Partner)
- Sage Financial Data Connector (Partner)
Not Supported On-Premise Integrations
- MS Outlook integration (Maximizer AI CRM for Outlook)
- Microsoft Outlook Sync
- Microsoft Teams Channel
- Microsoft SharePoint
- Microsoft OneDrive
- Microsoft OneDrive for Business
- Microsoft Teams Meeting
- Calendar Sharing
- Google Drive
- Google Workspace
- Docusign
- Zendesk
- Twilio
See the On-Premise 2024 System Requirements.