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</style><div><p><span style="font-size: 11pt;"><strong>In this guide we will cover:</strong></span></p><p><span style="font-size: 11pt;"><strong>- Enabling Accounts and Prospects</strong></span></p><p><span style="font-size: 11pt;"><strong>- Prospects on a New Ticket</strong></span></p><p id="isPasted"><span style="font-size: 11pt;"><strong>- Converting a Prospect/Account to a Customer/User</strong></span></p><p><span style="font-size: 11pt;"><strong>- </strong></span><span style="box-sizing: inherit; font-size: 11pt;"><strong style="box-sizing: inherit; font-weight: 700;">Bulk Updating Prospects </strong></span></p><p><span style="font-size: 11pt;"><strong>- Displaying Account and Prospect Tickets</strong></span></p><p data-pasted="true"><span style="font-size: 11pt;"><strong>-<span style="font-size: 11pt;" data-pasted="true"><strong> </strong></span>Changing</strong><strong> Account & Prospect </strong><strong>Tab Layouts<br></strong></span></p><p><span style="font-size: 11pt;"><br></span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Enabling Accounts and Prospects<br></strong></span></p><p><span style="font-size: 11pt;">There is the option to store potential customers under the Prospects section of the customers area. To begin using this functionality you can enable the accounts and prospects setting found in Configuration > Sales > General Settings *Scroll to the bottom of the list*:</span></p><p><br></p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImUwMmU1N2EwLWJhN2QtNGUzNi05OTkwLWJmN2YzNjRlYzJkZCJ9.kUo8kKK4NrUlaU_NF1F3ZaGVsHmfU3j-ky2XVCDuw34" class="fr-fic fr-fil fr-dib"><p><br></p><p><span style="font-size: 10pt;"><strong>Fig 1. Use Accounts and Prospects for Opportunities setting</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">After enabling this setting you will have the ability to convert current opportunity contacts (stored on the associated opportunity tick) into Prospects:</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjYzRmYWVhLTQ2ZTgtNDYyOC1iOWMxLTA0MTkxYjJmMmY0MiJ9.sAWnkhxSa5dN4tyOcBWMQOPbUb6PEsZyPD5OOb4IS9w" class="fr-fic fr-fil fr-dib" width="512" height="211"></span><br></p><p><span style="font-size: 10pt;"><strong>Fig 2. Convert Opportunity Contacts to Prospects button</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><span style="font-size: 11pt;"><br></span></p><span style="font-size: 11pt;">Without this setting enabled, the clients stored against opportunity tickets would not have any prospect information within Halo, instead they would only have the information stored against their ticket. To improve this the prospects and accounts area has been created, which will create a new prospect for each sales opportunity you have for a new customer. <br></span></div><div data-pasted="true"><p><br></p><p><span style="font-size: 11pt;">Converting an Opportunity Contact to a Prospect will create an Account record using their Opportunity Company Name, and a Prospect record using the Contact name and Contact details.</span></p></div><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 11pt;"><br style="box-sizing: inherit;"></span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 11pt;">This functionality adds two new entity types to the Customers Management Area tree. Accounts and Prospects which are Customer and User records labelled separately to show they are Prospective Customers and users.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 11pt;">Accounts will also show in the Top Level they are assigned to within a separate "Accounts" tab.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><span style="box-sizing: inherit; font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5MmU0NTk3LTgxNTgtNDk1Mi1iZGUxLWFkMjEyYjdmODc4MSJ9.iG6R4J45lcY32I9fOHFn25k2z_EBWFiFW2DNy8FK5tM" class="fr-fic fr-fil fr-dib" width="581" style="width: 583px; height: 636.442px;" height="636"></span><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 3. Customer tree view</strong></span><strong style="box-sizing: inherit; font-weight: 700;"><span style="box-sizing: inherit; font-size: 10pt;"><br style="box-sizing: inherit;"></span></strong></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="box-sizing: inherit; font-size: 11pt;">You can change the column profile which displays for Accounts and Prospects, for more information see our <a href="https://usehalo.com/haloitsm/guides/1936" target="_blank" style="box-sizing: inherit; background-color: transparent; color: rgb(15, 97, 161); text-decoration: none; touch-action: manipulation; cursor: pointer; user-select: auto;">Column Profile</a> guide. </span></p><div><span style="font-size: 11pt;"><br></span><span style="font-size: 14pt;"><strong>Prospects on a New Ticket<br></strong></span><span style="font-size: 11pt;">The new Ticket option for the Sales area will show the option to create a Prospect from the new Ticket screen.<br><br>You can determine if the new Ticket screen defaults to Existing Customers, or Prospects by choosing the relevant option from the "Default Contact type for new Opportunity" dropdown in Configuration > Sales > General Settings. <span style="font-size: 11pt;" data-pasted="true">From v2.253+, this can be set in the Forms tab of each Opportunity Type.<br><br></span>To create a new Prospect from the new Ticket screen, ensure you have selected the option "Prospect", and click into the search box. Here click "Add a new Prospect".<p><br></p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI0MTYyNDg5LWVmNWItNDYxOS1hNWMwLWYzMzI4MWRjZTBjZSJ9.GDafVpIpM-wRVFMRYqlNPRPlLTH94rk7UJFq7d--dYU" class="fr-fic fr-fil fr-dib" width="1173" style="width: 1175px; height: 619.641px;" height="620"></span><p><span style="font-size: 10pt;"><strong>Fig 4. Add a new Prospect in the Contact Details of the new opportunity screen</strong></span></p><p><br></p><p><span style="font-size: 11pt;">This feature allows for the standard customer information to be stored on the Prospect profile, meaning that any tab stored at customer level: CRM notes, users, activity, etc... Can be used for prospective clients. Allowing you to store information for anyone that comes through your Sales contacts. Any custom fields created that are of entity Customer, will also be added to the prospects profile.</span></p><p><br></p><p><span style="font-size: 11pt;"><em><strong>Note: Customers that are configured as "Accounts" will no longer be pushed to Accounting Applications, Liongard or IT Glue.</strong></em></span></p><p><br></p><p><span style="font-size: 11pt;">From v2.253+, you can show Customer/Site/User Custom Fields here on the new Ticket screen, and in the Prospect Details section on the Ticket. To do this, head to Configuration > Sales > General Settings and enable "Show Customer/User fields for Prospects".</span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Converting a Prospect/Account to a Customer/User</strong></span></p><p><span style="font-size: 11pt;">Accounts can be converted into Customers via the methods outlined in this section. When the Account is converted,</span> <span style="font-size: 11pt;">The account will no longer exist and instead will show within the customers lists. All associated Prospects that you have stored under the Account will become U+Users under the new Customer and the main contact for the new Customer will become the Prospect that was at the top of the prospects list, when it existed as an account. Any information stored against the Account/Prospect will pull through to the newly onboarded Customer/User at the point of creation. </span></p><div><p><br></p></div><p><span style="font-size: 12pt;"><strong>Against a Ticket<br></strong></span></p><p><span style="font-size: 11pt;">Converting a Prospect/Account to a Customer/User record can be done from an Opportunity by clicking the "Convert this Prospect to a Customer" which replaces the "Create a new Customer from this Opportunity" button.</span></p><p><br></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2MGM0NzcwLWUxMDItNGE3OC1hNWQ5LTgyNjU5ZTViMTc2ZSJ9.y3BTxfl2jeGe-y_2oH3rUlFStY3R0yJpMrVwwKd7OSg" class="fr-fic fr-fil fr-dib" width="887" style="width: 889px; height: 442.973px;" height="443"></span><span style="font-size: 10pt;"><strong>Fig 5. Convert this Prospect to a Customer </strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>Against an Account<br></strong></span></p><p><span style="font-size: 11pt;">Alternatively you can turn an Account into a Customer by navigating to the Account, and clicking "Edit" where you will notice at the top of the details tab, there is the "Is an Account" checkbox, which can be disabled in order to turn the account into a customer.</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA1MmQyMTdkLTYzMTctNDIwNi1iMmUwLTE0YzNkNTkxZmI3NCJ9.CqmDluW5QdwenwOvlL1DGc646gwXuZpjiiS9B7M_qd8" class="fr-fic fr-fil fr-dib" width="1113" style="width: 1115px; height: 317.906px;" height="318"></span><span style="font-size: 10pt;"><strong>Fig 6. Is an Account checkbox</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><br></p><p><span style="font-size: 12pt;"><strong>Via an Action<br></strong></span></p><p><span style="font-size: 11pt;">Converting an Account to a Customer can also be achieved by using an Action with the system function "Convert Prospect to Client". </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjcwMjhhMzEwLTgyZTAtNDVjMi1iODUyLTk4NzVhZDE5ODY4ZiJ9.zu-_JCJDYAiJENq4um2m4jgYKC9o7ddV92EO0o0osLQ" class="fr-fic fr-fil fr-dib" width="988" style="width: 990px; height: 250.76px;" height="251"></p><p data-pasted="true"><span style="font-size: 10pt;"><strong>Fig 7. Convert Prospect to Client System Use</strong></span></p><p><br></p><p><span style="font-size: 11pt;">When used this action will unselect the "Is Account" checkbox on the Account associated to the ticket causing them to move from Accounts to Customers/Clients. This can be added to Opportunity ticket types to easily change a prospective Account to a Client.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY1YWE3YTk5LTE3ODktNDg3Ni1hODdhLTQ3NDE4ZjgxM2I0MyJ9.Brh23N3U6xny0JkrG3Pg34Ry4ANpKhwVGlCtHJREEJM" class="fr-fic fr-fil fr-dib" width="653" style="width: 655px; height: 281.932px;" height="282"></p><p><span style="box-sizing: inherit; font-size: 10pt;"><strong style="box-sizing: inherit; font-weight: 700;">Fig 8. Convert Prospect to Client action </strong></span></p><p><br></p><p><span style="font-size: 11pt;">From v2.260+, Prospects can be converted to Users (and Accounts to Customers) through the fields "User Is Prospect" and "Customer Is Account" on an Action. The field "Customer Is Account" is also available to be added to a Sales Ticket Type Field List. When used, these fields show if the Customer is an Account, or the User is a Prospect. The field can be deselected, converting the Account to a Customer, or the Prospect to a User, as part of the Ticket or Action. However, it is important to note, the fields can not be be used to turn a Customer back into an Account or a User back into a Prospect. Once the Customer/User can been created these fields will become read only. These fields can also be used to control Dynamic Field Visibility. This allows you to control what fields show depending on whether the End User is a Prospect or User (Or Account/Customer).</span></p><p><br></p><p><br></p><p><span style="font-size: 14pt;"><strong>Bulk Updating Prospects</strong></span></p><p><span style="font-size: 11pt;">When viewing prospects in a list multiple can be selected to allow you to apply a bulk update to all prospects selected. This can be useful when you would like to send a bulk communication to all prospects, or add all prospects to a new distribution list. Improving the ease of communications and marketing.</span></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ1NWRjZmRkLTVlZWItNDJmZi04NGM5LTkwNjFlZTM0ZThhYiJ9.ifKkYfBvieMb7EqwOH1SsSmaO2xyeC34QqsFOQFOuxU" class="fr-fic fr-fil fr-dib" width="718" style="width: 720px; height: 440.873px;" height="441"></span></p><p><strong>Fig 9. Bulk selecting Prospects</strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkODUwNjMzLWQ3NDMtNGZjZi04NWM1LTQ3ZDhjOTA4ZjE0ZiJ9.eZaNjhvaGkt8-uEc0G7HmwN03lBsiDZX82Ch7pwotYQ" class="fr-fic fr-fil fr-dib" width="437" height="360"></p><p data-pasted="true"><strong>Fig 10. Options to Bulk Update Prospects</strong></p><p><br></p><p data-pasted="true"><span style="font-size: 14pt;"><strong>Displaying Account and Prospect Tickets</strong></span></p><p data-pasted="true"><span style="font-size: 11pt;">When the Call screen matches a Prospect, it will show the callers Open Opportunities if applicable. This allows the sales team to be in charge of any sales calls and giving more visibility between a sales call and a support call.</span></p><p><br></p><p><span style="font-size: 11pt;">The criteria "Is an Account" and/or "Is a Prospect" can be used in Ticket Rules allowing Opportunity Tickets to automatically apply certain values (Such as a specific SLA), set Custom Field values, or send out notifications when the rule is met i.e. ticket is stored against a prospect and the status has updated to "Prospect Chasing". This allows clearer distinguishment between a Ticket for a Customer and a Ticket for a prospective Customer.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You may also want to categorise your most important prospects/ accounts, this could be achieved with a ticket rule by using the criteria "Is an Account" and "Is an Important Customer".</span></p><p><br></p><p><span style="font-size: 11pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkZWQ5MTAwLTBjZGItNDhiOS1iZWVjLTk4ZmNlMTMyMjlhMiJ9.c7StO7ySfkOFFZV714JD31GLyptHKSH1VZjg0B4Tbew" width="900" style="width: 902px; height: 342.399px;" height="342" class="fr-fic fr-dii"></span></p><p><span style="font-size: 10pt;"><strong>Fig 11. Example of a ticket rule based on accounts</strong></span><strong><span style="font-size: 10pt;"><br></span></strong></p><p><br></p><p><span style="font-size: 11pt;">T</span><span style="font-size: 11pt;">o help display your Opportunity Tickets you may also choose to customise the Column Profile. </span><span style="box-sizing: inherit; font-size: 11pt;">From v2.260+, "Is Account" and "Is Prospect" are available as columns for Opportunity Tickets Column Profile, allowing you to quickly view and sort which Tickets are for Prospective Customers and existing Customers. </span></p><p><br></p></div><div><p data-pasted="true"><span style="font-size: 14pt;"><strong>Changing Account & Prospect Tab Layouts<br></strong></span></p><p><span style="font-size: 11pt;">Screen Layout profiles can be configured to change what tabs show on your Prospects.<span style="font-size: 11pt;" data-pasted="true"> To do this head to Configuration > Advanced Settings > Screen Layout Profiles > change to the Prospects entity. </span></span></p><p><span style="font-size: 11pt;">From v2.252+, this can also be set for Accounts. To do this head to Configuration > Advanced Settings > Screen Layout Profiles > change to the Accounts entity. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZkMzEwM2IxLTQ1NjQtNDc0Mi1iNGM3LTllZmI1ZWExNzlmNSJ9.JcqpMk7HaFUu6SnUlDWoLdKaj8k6Cri0Yna7HDuAf0Y" class="fr-fic fr-fil fr-dib" width="1249" style="width: 1251px; height: 566.146px;" height="566"></p><p data-pasted="true"><strong>Fig 12. Screen Layouts</strong></p><p><br></p><p><span style="font-size: 11pt;">Click "New" to create your Screen Layout Profile, then set a name. Once set save the profile and edit again to access the "Tab layout" tab. Here set the "Tab layout" dropdown to "Custom" will show a list of tabs underneath which you can configure. </span></p><p><span style="font-size: 11pt;"><br></span></p><p data-pasted="true"><span style="font-size: 11pt;">Hovering over one in the list will show the dots icon to the left of the name. This will allow you to drag and drop the tabs to change the order.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE5ZGMwMzY5LWFiZWEtNDYwOC1hYzg4LTcxODlhMTNmYWNhYSJ9.vZTT0tuwgeJP-5v6h9PGKjcy4ILACIAfmheVwCyqLkE" class="fr-fic fr-fil fr-dib" width="1254" style="width: 1256px; height: 580.046px;" height="580"></p><p data-pasted="true"><strong>Fig 13. Prospect Tab Layouts </strong></p><p><br></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" data-pasted="true"><span style="font-size: 11pt;">Clicking the pencil icon will show this "Display" dropdown. Here you can set if you want to hide or show the tab, or if you want the information to show in a sidebar instead of a separate tab.</span></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br style="box-sizing: inherit; color: rgb(0, 0, 0); font-family: Poppins, sans-serif, Roboto; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZhMTVkZjExLWI4NmItNDU4MC1iZWNiLWY0NGYxODczM2MwZCJ9.Eds2CF_fDmcSRj9LAg5Cr2bsuexcuZ-jAsf5l_U_aK0" class="fr-fic fr-fil fr-dib" width="1321" style="width: 1323px; height: 579.331px;" height="579"></p><p data-pasted="true"><strong>Fig 14. Tab location </strong></p><p><br></p><p><span style="font-size: 11pt;">You can then go back to the Advanced Settings main page and select your new screen layout profile on the dropdown. The profile selected here will apply to all agents, however this can be customised/overridden per agent under their agent preferences.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlYTM5OThkLWNkYTUtNDYyNC1iNDc2LTc1ZDFkMTA1MGE5ZiJ9.kMHv2asN1Qg3-AZSB6BncyK3eUfYuRp6U9jMkUgcsAY" class="fr-fic fr-fil fr-dib" width="1318" style="width: 1320px; height: 488.794px;" height="489"></p><p data-pasted="true"><strong>Fig 15. Default Screen Layout for Accounts and Prospects </strong></p><p><br></p></div></div>
