<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- How to have new leads automatically log lead/opportunity tickets</strong></p><p><strong>- How to Embed opportunity tickets into a website</strong></p><p><strong>- Using Opportunity Templates</strong></p><p><strong>- Configuring the Sales Flow for Project Sales Processes</strong></p><ul><li><strong>Configuring Actions for opportunity flow </strong></li><li><strong> Quotation approvals (agent approvals)</strong></li><li><strong> Keeping updated on quotation activity</strong></li><li><strong>The Opportunity Workflow</strong></li></ul><p><br></p><p>Our guide on opportunity workflows (<a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2022/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>) covers how you can configure your opportunity workflow in line with your sales process. This guide will cover how you can configure your opportunity tickets for project opportunities, making use of opportunity templates to automate sales processes surrounding projects. </p><p><br></p><p><strong><span style="font-size: 14pt;">Have new leads automatically log lead/opportunity tickets</span></strong></p><p>To have emails from unknown addresses (potential customers) automatically log an opportunity ticket you will need a sales specific mailbox. To do this you can either use our sales mailbox functionality (<a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1184/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>we have a guide on sales mailboxes here</strong></a>) or create a new (standard) mailbox which is used for sales queries only. </p><p><br></p><p>Once your mailbox is created set the 'Ticket Type for New Tickets created from this Mailbox' to be your opportunity ticket type. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjkwYTMzNTdjLTUxZWYtNGNiZi1iNjA0LTM0OGYwZTNkOWNhOSJ9.IVnUi0m3GqgnelPU10JndgLXT44g6wXvmFnEMT3G3lk" class="fr-fic fr-fil fr-dib" width="580" style="width: 582px; height: 405.321px;" height="405"></p><p><strong><span style="font-size: 10pt;">Fig 1. Default ticket type for sales queries</span></strong></p><p><br></p><p>Now, each time someone emails into this mailbox an opportunity ticket will be logged (unless the email matches a rule instructing it to log a different ticket type). </p><p><br></p><p><strong><span style="font-size: 14pt;">Embed opportunity tickets into your website<br></span></strong></p><p>Alternatively you can embed an opportunity ticket into your company website so opportunities can be raised in Halo from here. To do this, head to configuration > sales > ticket types > select your opportunity ticket type > details, here you will need to ensure the settings highlighted in figure 2 are enabled. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE2MzMwOTE2LTM5ZDktNDNhMi05ZTMxLWEzNWM1MDJhMDExOSJ9.0vUNQrtspCoIsWW3WMAsqFNGksSw4SqQXUg9Y2pQH7U" class="fr-fic fr-fil fr-dib" width="664" style="width: 666px; height: 542.447px;" height="542"></p><p><strong><span style="font-size: 10pt;">Fig 2. Settings to allow anonymous access to the ticket type</span></strong></p><p><br></p><p>These settings need to be enabled to allow anonymous users (non-verified) users to be able to access and log this ticket type, as users logging a request through an external website will not be logged into Halo. </p><p><br></p><p>Now head to the 'Forms' tab, the html under the section 'Anonymous access and Embeddable' will need to be added to your website html body. You will also need to add your website domain to the 'Global CORS whitelist' field.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2ZjlkYTJlLWE4NGMtNDllNi1hNGIxLTFmODcwNzkwMjU1OCJ9.z23CSgykp0ZEw_HGO5yCoO8lVpu92ghEAxO5wCFkEQ0" class="fr-fic fr-fil fr-dib" width="1529" height="440"></p><p><strong><span style="font-size: 10pt;">Fig 3. Anonymous access and Embeddable under ticket type</span></strong></p><p><br></p><p>If you are embedding the opportunity ticket ensure you have some contact fields against your opportunity ticket to ensure you will be able to contact the user. We already have some contact fields against the out-of-the box opportunity ticket type. </p><p><br></p><p>Once the ticket is embedded website users will be able to complete a form on your website (containing the fields against your opportunity ticket), when submitted this form will log a ticket in your Halo. </p><p><br></p><p><strong><span style="font-size: 14pt;">Opportunity Templates</span></strong></p><p>To streamline the sales process for projects you can create an opportunity template for each project service you offer. Against each template you can set sales info (Statement of work, terms and conditions) and sales tasks (To-Do lists, child tickets) specific to a particular project. This allows you to set sales information specific to each project service you have, then when an opportunity for this project service arises the agent can select the corresponding template which will automatically apply all the sales information/tasks. This is useful when you offer various project services which require different sales processes and information as it saves the agent having to complete this information manually for each ticket. </p><p><br></p><p>To create a new opportunity template head to configuration > sales > templates > new, here give the template a name and assign it to the group 'Opportunity templates'. Set the 'System fields' values for the template ensuring you set the 'Ticket Type' to be your opportunity ticket type, but if you would like the rest of the values to remain the same as your opportunity ticket type you can leave these as not set. </p><p><br></p><p>Under the 'System fields' section will be a section for each of your custom tabs. We have some tabs already set up out-of-the box for the opportunity ticket type, with some relevant fields. If you are using the out-of-the-box opportunity ticket there will be a section for 'Sales info', 'SOW' (statement of work), 'Executive Summary' and 'Terms and Conditions'. Under each of these sections complete the fields in line with the project service this template relates to. For example, if the template will be used for laptop installation projects enter the statement of work used for laptop installations in the 'Statement Of Work' field, this will ensure this statement of work is always used on opportunity tickets that use this template. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmM2YyZWM0LTQ2YmUtNDMwNC1iNWU4LWU2ZDA2YjU0Y2NhMSJ9.CjCcZu2mpl2kCUJGFsKJ77anjAkfXh4maGWcuUdT_1s" class="fr-fic fr-fil fr-dib" width="1143" style="width: 1145px; height: 693.241px;" height="693"></p><p><strong><span style="font-size: 10pt;">Fig 4. Tabs and fields against opportunity template</span></strong></p><p><br></p><p>As an alternative to setting the statement of work against the opportunity template, this can also be populated automatically using an agent's field selection, useful when your statement of works do not always consistently apply to the same project. For information on how to set this up see our guide on this <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2286" target="_blank" rel="noopener noreferrer"><strong>here.</strong></a></p><p><br></p><p>To add additional tabs to your opportunity tickets head to configuration > custom > objects > custom tabs > new, ensure the tab has type 'Fields'. To add new fields to the tab edit a field against the opportunity ticket type and set the 'Tab' to be the new tab you have just created (only custom fields can be assigned to a custom tab). </p><p><br></p><p>A To-Do list can also be configured for the template, this can be used when you have specific actions to carry out as part of your sales process for your project. Child tickets can also be configured against the template to do this as well. To-do list items are typically used as reminders for agents or quick checks/actions they need to complete e.g. checking stock. Child tickets are used when more in depth actions need to be carried out that you would like to have record of, such as completing a credit check against the customer. </p><p><br></p><p>Child tickets can also have approval processes configured against them, allowing you to have an approval process run separately to the parent (opportunity ticket) but perhaps not have the the workflow of the opportunity progress until this child ticket's approval process has been complete and the ticket closed. For more information on child tickets see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/966/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p>If you are adding child tickets to your opportunity template you can either have the child tickets create as soon as this template is applied, or you can have them set to create after certain criteria is met using creation rules. To add creation rules use the '+' icon next to the child ticket in the table to add a new rule, then choose the condition that needs to be met in the radio list. In the figure 5 example I have set the child ticket 'Credit check' to not be created until the action 'Claim' is completed on the opportunity. This will ensure the child ticket is not created (and SLA timer does not start) until the opportunity has been assigned to an agent. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNhNmIzZjUwLTdkZGEtNGRmZS1hN2NjLTJiNDVhNTZjYjIzMSJ9.b6TGYi4_Xfm1_dfPhgnOM_pTrVT_K1olJw9E6TJiqEo" class="fr-fic fr-fil fr-dib" width="1186" style="width: 1188px; height: 603.692px;" height="604"></p><p><strong><span style="font-size: 10pt;">Fig 5. Child ticket with creation rule</span></strong></p><p><br></p><p>Attachments can also be added to the template, under the 'Attachments' tab. This is useful if you have any documents that aid your agents in the sales process (e.g. FAQs around service X) as this allows you to provide your agents with project specific information within the ticket. Making this much more accessible for your agents. </p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring the Sales flow</span></strong></p><p>In this section we will run through how you can configure the workflow and actions for your opportunity to help you optimize your sales flow. </p><p><br></p><p>To make a new workflow head to configuration > sales > workflows > new > details tab. Here, give the workflow a name and set the number of stages you would like the flow to have, in the figure 6 example the workflow has 6 stages, named accordingly, you may want to add more/less stage depending on your sales process. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczZjI0MjVkLTg5MGQtNDUzNC04YzY3LTk5MjU4ODkyOTk5OSJ9.3eWYfaGduOVaSTUE5vaGH3KBQeVlke_4vNHc75m-uuo" class="fr-fic fr-fil fr-dib" width="1160" style="width: 1162px; height: 699.149px;" height="699"></p><p><strong><span style="font-size: 10pt;">Fig 6. Stages in an opportunity workflow</span></strong></p><p><br></p><p>Save this and head to the 'flow chart' tab. You will need to create a step for each of your stages, when creating each step ensure you associate it to the appropriate stage using the 'stage' field. You will see there is also an option to associate a 'Pipeline Stage', we will cover this later in this section. Once all your stages have been created add the actions you would like to be allowed at each step, we have various actions out-of-the-box with Halo that you can use in the opportunity flow however you may wish to configure your own actions as you can customise these to your needs. In the next section of this guide we will walk through some ways in which you can configure actions for key stages of your sales workflow.</p><p> </p><p>For information on creating custom fields to add to tickets/opportunities see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1938/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>, for more information on configuring actions see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1921/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. For more information on workflow configuration in general see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1922/" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. </p><p><br></p><p><strong><span style="font-size: 12pt;">Qualifying the opportunity</span></strong></p><p>When qualifying an opportunity your agent will need to complete an action against the opportunity ticket storing the customer/opportunity details, you will need to make a new action to do this. </p><p><br></p><p>Head to configuration > sales > actions > new, give your action an appropriate name, the 'system use' of the action will need to remain as 'No system use'. You may want to have the status of the opportunity ticket change after this action is complete, to do this set the 'Status After Action' field to the status you would like the ticket to be (we do have a 'Qualified' status) out of the box. If you would like the action to send an email (such as to notify the contact they have been qualified and a quote will soon be sent to them) set the 'Send an Email' field to 'yes' (under defaults tab). If your action is sending an email, to have a set template send out ensure you set an email template in the 'Email Template' field. </p><p><br></p><p>Under the 'Field List' tab ensure you add any fields you would like the agent to fill out when completing this action, example fields you may use against the action can be seen in figure 7. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMxMTA1OTgxLWJjODQtNGY3YS04NTIyLWZhMzQwM2M1MDc4MCJ9.SY5ZhC4GDYCSppzIyZJUEnwfBb-5HPhHAI-9NGv_tH8" class="fr-fic fr-fil fr-dib" width="1253" style="width: 1255px; height: 619.417px;" height="619"></p><p><strong><span style="font-size: 10pt;">Fig 7. Example field list against qualify action</span></strong></p><p><br></p><p>Once the opportunity is qualified you can begin scoping the project.</p><p><br></p><p><strong><span style="font-size: 12pt;">Scoping</span></strong></p><p>Typically the it is at the scoping stage the template is applied to the opportunity. At this stage the agent scopes the gravity of the service/request of the opportunity and can determine what project service this comes under. </p><p><br></p><p>A scoping action can be created for the agent to use during this stage. Head to configuration > sales > actions > new to create a new action, call it something appropriate and leave the system use as 'no system use'. You may want to have the status of the opportunity ticket change after this action is complete, to do this set the 'Status After Action' field to the status you would like the ticket to be (we do have a 'Scoped' status) out of the box. If you would like the action to send an email (such as to notify the contact they have been qualified and a quote will soon be sent to them) set the 'Send an Email' field to 'yes' (under defaults tab). If your action is sending an email, to have a set template send out ensure you set an email template in the 'Email Template' field. If you would like the team the opportunity is assigned to to change after the project is scoped this can also be done under the 'defaults' tab using the 'Default Team' field. </p><p><br></p><p>Under the 'Field List' tab ensure you add the 'Template' field, this will allow the agent to apply an opportunity template to the ticket, ensure you make this field mandatory. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhOTg2OGFiLWIyN2QtNDU2ZC05ZDZhLWMzM2EwMjA1YjcyYSJ9.DKV2kxyijNTRlmSS0bFLpWNWTNtKoWk0P0NQv7ARUIg" class="fr-fic fr-fil fr-dib" width="466" style="width: 468px; height: 455.419px;" height="455"></p><p><strong><span style="font-size: 10pt;">Fig 8. Make template field mandatory</span></strong></p><p><br></p><p>The agent can choose which template to apply as part of the scoping, if the agent deems the request would require a new laptop setup and installation they can choose the template that corresponds to this. Ensure you add any other fields to the field list for this action too, you may want to include the 'start date' field to denote the proposed start date. An example action field list can be seen in figure 9. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjczMzdjY2Q4LTYwNzQtNGQ1Zi05MzlhLWQ1MTY2ZDA4MzVhMSJ9.CrZvvYww8JnNy0BeBBjNTAPlQwd98svKtl-N5XFsad4" class="fr-fic fr-fil fr-dib" width="1018" style="width: 1020px; height: 471.398px;" height="471"></p><p><br></p><p><strong><span style="font-size: 10pt;">Fig 9. Example field list for scoping action</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Raising a quote (negotiation stage)</span></strong></p><p>Once the project is scoped you can raise a quote for the potential customer. To raise a quote use an action with system use 'create quotation' (we do have an out-of-the-box action called 'raise quote' that does this). When used this will take the agent to the new quotation screen where they can enter the details of the quote, once the quote is saved the opportunity ticket and quote will be linked and the opportunity screen will re-open. Now against the opportunity ticket will be a link to the raised quote. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM3MDcwMzNlLTFjNmQtNDUyZC1iYjY4LTUxZDA4YTIwZTMxNCJ9.udCg3jz3JISx7UhRfFBU6-5QzMqwNBrZCUr2k2u22-A" class="fr-fic fr-fil fr-dib" width="1450" style="width: 1452px; height: 532.844px;" height="533"></p><p><strong><span style="font-size: 10pt;">Fig 10. Quote linked to opportunity</span></strong></p><p><br></p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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;" id="isPasted"><strong>Adding products to the quotation:</strong></p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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;">When completing the project sales process it is important to keep in mind how you would like the projects to be created once the opportunity is won as this will affect the sales flow. There are three main ways to raise a project ticket following an opportunity win:</p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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;">- Raise a project ticket from the opportunity using an action</p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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;">- Creating a project from the projects area </p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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;">- Raise a project ticket from the sales order </p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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;"><br style="box-sizing: inherit;"></p><p style="box-sizing: inherit; margin-top: 0px; margin-right: 0px; margin-bottom: 0px; line-height: 1.4285em; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; 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;">If you would like to be able to raise a project ticket through a sales order you will need to ensure the products you are adding to your quote have the appropriate project template applied to them. See our guide on creating projects <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2028/" target="_blank" rel="noopener noreferrer" style="box-sizing: inherit; color: rgb(15, 97, 161); background-color: transparent; touch-action: manipulation; text-decoration: none; cursor: pointer; user-select: auto;"><strong>here</strong></a> for more information on the ways project tickets can be created and how to configure this.</p><p><br></p><p><strong>Quote approvals (agent):</strong></p><p>At this stage you may want to send the quote off to the customer. However, agent quote approval can be set up to ensure quotes are reviewed by another agent before being sent to customers. This is useful if you complete a 'pre-sales check' as part of your sales process as it allows a technical agent/team to review the quote (ensuring it is up to spec) before the sales agent can send this off to the customer. </p><p><br></p><p>First quotation approvals will need to be enabled, head to configuration > quotations and enable 'Allow Quotations to be approved before being sent or Sales Orders created' once enabled some additional configuration options will appear.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkOGUxZDNhLTg5MWYtNGRhMi1iYzE5LWM2YTgyNzM4OWRjNyJ9.OPo8hoGNw1ifEthnOIy2zBqGnJlR3_U8fUm-2lFhwDs" class="fr-fic fr-fil fr-dib" width="1316" style="width: 1318px; height: 493.545px;" height="494"></p><p><strong><span style="font-size: 10pt;">Fig 11. Configuration options for agent quote approvals </span></strong></p><p><br></p><p><strong>Allow generation of PDF before approval</strong>- When enabled PDFs of quotes can be generated before the quote is approved. This will only need to be enabled if you require a PDF of the quote for another purpose before sending it to a customer. </p><p><strong>Use Opportunity/Ticket approval rather than simple approval for Quote approvals</strong> - When enabled ticket approval processes will be used to approve quotes rather than the simple quotation approval. </p><p><br></p><p><strong>Quote margin (%) to require approval </strong>- This determines which quotes will need to be approved. If a quote has a lower margin than the value sent here it will need to be approved. </p><p><strong>Quote discount on any line to require approval</strong> - This determines which quotes will need to be approved based on the discount of the line items. Allowing you to have approvals only implemented when a quote contains a discount.</p><p><strong>Quote discount total to require approval</strong> - This determines which quotes will need to be approved based on the total discount given to the quote. Allowing you to have approvals only implemented when a quote contains a discount.</p><p><strong>Ticket status after Quotations have been approved</strong> - This determines the status of the opportunity ticket after the quote has been approved. This allows you to take the ticket off SLA hold once the approval is complete so it can be actioned (it is recommended the status chosen here takes the ticket off SLA hold). </p><p><strong>Ticket status after Quotations have been rejected </strong>- This determines the status of the opportunity ticket after the quote has been rejected. This allows you to take the ticket off SLA hold once the approval is complete so it can be actioned (it is recommended the status chosen here takes the ticket off SLA hold).</p><p><br></p><p>For more information on setting up quote approvals see our dedicated guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2327" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p>If using simple quotation approvals the agent will need to request approval for the quote within the quote itself. When the quote is submitted for approval the opportunity ticket will be placed into the 'awaiting approval' status, by default this status will put the ticket on SLA hold (but this can be changed/customised). Once the quote is approved/rejected by the chosen agent the ticket will be moved into the configured status ready for further processing. </p><p style="margin-left: 20px;"><br></p><p><strong><span style="font-size: 12pt;">Sending Quote</span></strong></p><p>To send a quote out to the contact head into the quotation and use the 'send' button. The quotation PDF can be customised to contain additional details from the opportunity ticket such as the terms and conditions, statement of work etc. If you would like information on how the quotation PDF can be customised see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/1987" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. </p><p><br></p><p><strong>Keeping updated on quote progress:</strong></p><p>To have the agent (assigned to the opportunity ticket) be notified when the user has viewed the quotation head to configuration > quotations and enable 'Notify the agent when a quotation is viewed by the end-user'. As of v2.232.1+, an additional option will show when this is selected, allowing you to prevent these notifications sending when the Quote is in a Closed status.</p><p><br></p><p>To have the agent (assigned to the opportunity ticket) be notified when the user has rejected the quotation head to configuration > quotations and enable 'Notify the Agent after a Quote is Rejected'.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM4NmIxNmRiLWMxYjYtNGE5Yy04OWMxLWYwYmU4Yjk5NDljNCJ9.fcRUYZQnhrEoOo6eOXfXS3XypDKdEyd8Mi88SniE-yc" class="fr-fic fr-fil fr-dib" width="783" height="294"></p><p><strong><span style="font-size: 10pt;">Fig 11. Agent quote notification settings </span></strong></p><p><br></p><p><span style="font-size: 11pt;">Agents can also be kept updated using the status of the opportunity ticket. By default when a quote is accepted the opportunity ticket's status will change to 'accepted' and if rejected it will change to opportunity ticket's status to 'rejected'. Both these statuses will remove the ticket from SLA hold, making it visible in the agent's que. Notifications for agents and users can be configured based on these statuses. To configure this first create a ticket rule with the criteria shown in figure 12. </span></p><p><span style="font-size: 10pt;"> <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhmMjNlNDJkLTQyYTMtNDVmNS05ZjAzLWU3YzlmZjEzOTUzOSJ9.oR6aYca5rQapdpWpdrYZMRk89T4bN-MHYiGJkUHvD14" class="fr-fic fr-fil fr-dib" width="1166" style="width: 1168px; height: 632.488px;" height="632"></span></p><p><span style="font-size: 10pt;"><strong>Fig 12. Ticket rule criteria</strong></span></p><p><br></p><p><span style="font-size: 11pt;">Then scroll down to the 'notifications' section of the rule and create the notification you would like to be sent out when this rule is matched. For information on how to configure notifications see our guide <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/891/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. This will result in this notification being sent each time an opportunity ticket has the 'approved' status. Creating notification using tickets rules is more flexible than using the global settings as it allows you to have other agents/users be notified and add more criteria for the notification to send (e.g. only notify when particular customers accept a quote). </span></p><p><br></p><p>Notifying agents on the progress of quotations allows them to acts as quickly as possible in response to user activity. This improves user experience and helps avoid opportunity losses. </p><p><br></p><p><strong><span style="font-size: 12pt;">The Opportunity Workflow</span></strong></p><p><strong><span style="font-size: 11pt;">Progressing the workflow based on agent activity:</span></strong></p><p>When creating each step in your workflow you will need to determine what conditions need to be met in order for the workflow to move on to the next stage. </p><p><br></p><p>To see the conditions workflow progress can be based on add to the actions table in the workflow step, conditions can be based on the action types in the 'Action Type to Configure at this Step' field. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY2YjBhMzcyLTA3YTctNDdlZi1iODJkLWE3OWI4MjJlYjA2MiJ9.U4Mjq3E7fwrmvSADvpzY8dPTHSBlAHbBn9ronE5JtFE" class="fr-fic fr-fil fr-dib" width="557" height="368"></p><p><strong><span style="font-size: 10pt;">Fig 12. Action Type to Configure at this Step </span></strong></p><p><br></p><p>This can be based on an action, in the figure 13 example the workflow will move on when the action 'Qualify' has been used. Ensuring the agent cannot scope or send a quote until the opportunity has been qualified. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY4ODYxNzhiLTFhNmItNGVkZC04ZmNkLTY5Nzg5ZDU4NTFiNyJ9.JhDVvaTEzGQizrsj6GrSN0iCCoGMZ7zVwLUUU4PIeYE" class="fr-fic fr-fil fr-dib" width="1396" style="width: 1398px; height: 550.306px;" height="550"></p><p><strong><span style="font-size: 10pt;">Fig 13. Move workflow on when qualify action used</span></strong></p><p><br></p><p>This can also be based on all To-do list items being completed and a quote being sent, these conditions are useful for sales workflows. </p><p><br></p><p>The workflow progress can also be based on the quote approval outcome, moving the workflow to a particular stage based on whether the user approves or rejects the quote. We have a dedicated guide on setting up and using this process <a data-fr-linked="true" href="https://usehalo.com/halopsa/guides/2360/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p><strong><span style="font-size: 11pt;">Override Conversion Probability at workflow step:</span></strong></p><p>The workflow can be used to have the conversion probability on the opportunity automatically change based on the stage of the workflow. For example, leads that have been qualified will have a higher conversion probability than brand new leads. </p><p><br></p><p>To do this enable the setting 'Override Conversion Probability When Arriving At This Step' against the workflow step and enter the probability you would like the opportunity to have at this workflow stage. In the figure 13 example the opportunity will automatically be given an 100% conversion probability once the opportunity has reached the stage 'Opportunity won'. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIxMmY3MmM4LWM0MzAtNDk5Mi1iY2FjLTdkOTVkMTEwODI4NiJ9.8d5VFd1LARvZ23CCihFpATj68JqfatehoVOoXuiwfEQ" class="fr-fic fr-fil fr-dib" width="796" style="width: 798px; height: 295.802px;" height="296"></p><p><strong><span style="font-size: 10pt;">Fig 13. Override conversion probability </span></strong></p><p><br></p><p><br></p><p><br></p><p><br></p><p><br></p>
