Oracle Sales Cloud Using Leads

Transcription

1 Oracle Sales Cloud Release 10 This guide also applies to on-premise implementations

2 Oracle Sales Cloud Part Number E Copyright , Oracle and/or its affiliates. All rights reserved. Authors: Brian A. Casey, Robyn King, Peggy Larson, Jiri Weiss This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited. The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing. If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT END USERS: Oracle programs, including any operating system, integrated software, any programs installed on the hardware, and/ or documentation, delivered to U.S. Government end users are "commercial computer software" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, shall be subject to license terms and license restrictions applicable to the programs. No other rights are granted to the U.S. Government. This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications. Oracle and Java are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. This software or hardware and documentation may provide access to or information on content, products and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services. For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at ctx=acc&id=docacc Oracle customers have access to electronic support through My Oracle Support. For information, visit ctx=acc&id=info or visit if you are hearing impaired.

3 Contents Preface 1 i Introduction 1 About This Guide Getting Started 3 Signing in for the First Time: Explained Available User Interfaces Tips for Searching for Objects in Their Work Areas: Explained 3 Process Leads Import Leads Import Activity Source File Options: Explained Importing Attachments Using File-Based Data Import: Procedure Import Activity Import Options: Explained Import Activity Field Mapping: Explained File-Based Import Monitoring: Explained File Import Activity Statuses: Explained Managing File-Based Import Exceptions: Worked Example FAQs for Import Leads Submit Lead Processing Lead Scoring: Example Lead Ranking: Explained Lead Ranking Rule: Example Lead Status: How it Automatically Gets Set Lead Assignment: How It Is Processed FAQs for Monitoring Leads

4 4 Follow Up Leads 41 Lead Management: Overview How Lead Components Fit Together Lead Actions: Explained Lead Statuses: Explained Lead Qualification: Explained Qualifying Leads: Examples Performing a Lead Qualification: Procedure Lead Ownership and Sales Team Resources: Explained Sales Lead Team Examples Lead Assessments: Explained Applying Mass Update to Leads: Procedure Creating a Copy Map: Procedure Modifying the Lead to Opportunity Copy Map: Worked Example Attribute Mapping When Converting Leads to Opportunities: Explained FAQs for Follow Up Leads Register and Approve Leads Lead Registration: How It Works Lead Registration: Explained FAQs for Register and Approve Leads... 73

5 Preface Preface This Preface introduces information sources available to help you use Oracle Applications. Oracle Applications Help Use the help icon to access Oracle Applications Help in the application. Note If you don't see any help icons on your page, click the Show Help button in the global area. Not all pages have help icons. You can also access Oracle Applications Help at Oracle Applications Guides To find other guides for Oracle Applications, go to: Oracle Applications Help, and select Documentation Library from the Navigator menu. Oracle Help Center at Other Information Sources My Oracle Support Oracle customers have access to electronic support through My Oracle Support. For information, visit or visit if you are hearing impaired. (if you are hearing impaired). Oracle Enterprise Repository for Oracle Fusion Applications Oracle Enterprise Repository for Oracle Fusion Applications ( provides details on assets (such as services, integration tables, and composites) to help you manage the lifecycle of your software. Documentation Accessibility For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at i

6 Preface Comments and Suggestions Please give us feedback about Oracle Applications Help and guides! Send to: Click your user name in the global area of Oracle Applications Help, and select Send Feedback to Oracle. ii

7 Chapter 1 1 Introduction Introduction About This Guide Welcome to the - guide. This guide contains information to help sales end users who are charged with creating leads and managing the various aspects of leads. Depending on your implementation and software version, some page icons, menu links, and navigator options may not be available to Sales Cloud users. is built on Oracle Fusion CRM applications. References to "Oracle Fusion" and "CRM" contained in this guide are relevant to users. Additional Guides In addition to this guide, the following user guides also are important references as you use : Guide Description Oracle Applications Cloud - Using Common Features Provides an overview of the application functionality that is common across the applications. - Using Analytics and Reports Contains information about supplied reports and analytics, as well as how to create your own reports. - Using Campaigns Contains information to help sales end users who are charged with creating campaigns and managing the various aspects of campaigns. - Using Customer Contracts Contains information to help end users who are charged with creating and managing customer contracts. - Using Customer Data Management Contains information to help end users manage customer information and customer data quality. - Using Incentive Compensation Contains information on administering and maintaining sales compensation and payment plans. - Using Sales Contains information to help sales managers, salespeople, and other sales end users when using to perform their day-to-day tasks. You can find these guides on the Oracle Help Center at 1

8 Chapter 1 Introduction 2

9 2 Chapter 2 Getting Started Getting Started Signing in for the First Time: Explained Depending on your implementation, your administrator will provide you with sign-in information and a temporary password, or you may be able to use your existing user name and password. If you are using a new user name and a temporary password, you will be asked to change the password and to set up the answers to security challenge questions. Changing the security questions after you set them up requires logging a service request on support.oracle.com. The following image shows the sign-in page. 3

10 Chapter 2 Getting Started Available User Interfaces Depending on your implementation and software version, some page icons, menu links, and navigator options may not be available. Sales team members can work in multiple UIs that are optimized for different uses: The simplified UI provides the efficiency and speed sales personnel need to do their work. 4

11 Chapter 2 Getting Started The desktop UI provides additional page real estate required for setup and administration tasks. The mobile UI is optimized for managing sales information on multiple mobile devices. You can use it to manage appointments, leads, accounts, contacts, and opportunities. It includes: Location integration, so you can see where customers are located. Integration with a calendar, , and a camera. You can automatically log s and other interactions with customers, and add pictures of contacts to their profiles. 5

12 Chapter 2 Getting Started A disconnected mode that makes it possible for your sales organization to continue working even when disconnected from the network. Tips for Searching for Objects in Their Work Areas: Explained This topic provides tips to help you search for accounts, opportunities, leads, and other objects in their different work areas. Start typing the object name and select the item from the list of recent items. Search on complete words or phrases Search on partial words using the percentage sign (%) to stand for missing characters or words. Select a list, click the Show Advanced Search (the filter icon) and modify the search criteria To find activities, leads and other objects related to an account, search for the account itself first. Start Typing the Object Name and Review List of Recent Items To search for an object by name, navigate to the object you want to search, click in the Find field, and start typing any one of the words in the name. Capitalization doesn't matter. 6

13 Chapter 2 Getting Started As you type, the application matches your entry to the records you accessed, created, or updated recently and displays them in the Recent Items window. If you see what you are looking for, just select it. Search by Object Name Using Complete Words or Exact Phrases If you don't find what you are looking for among the Recent Items, then finish typing the word and click Search (the magnifying glass icon). The application displays a list of records with names that contain your search term, as well as records with related words just in case you didn't type the word correctly. For example, if you are searching on accounts names using the word Software as shown in the figure below, then the application returns not only names that contain that word, such as Compucon Software and Forte Software Inc.(1), but also similar spellings such as Softgear Inc.(2). If you want to find the exact name you are searching for, then put quotation marks around your search terms. For example, "Forte Software Inc" returns just that one record. 7

14 Chapter 2 Getting Started Search on Partial Words in a Name You can also search on partial words. Put a percent (%) sign after two or more letters, and you get all the names with words that start with those letters. For example, searching on pin%, returns Pinnacle Technologies and All Pines Furniture. Put the percent sign at the front of the term, and you get records that end with your term. For example, searching for %ard, returns The Board of Education and Edward Ward and Co. Put the percent sign at both ends, and you get all the customer names with words that include those letters. Note You can use the percent (%) sign at the beginning of your search term only in the Find field on the main page of each object. Using the percent (%) sign can slow your searches, so enter a whole word if you know it. Search Using Predefined Lists and Modify the Search Criteria Searching by name is not the only way to find what you need. You can search by selecting one of the lists you or an administrator has created from the List list and use the following procedure to modify the search terms. 1. Click on Show Advanced Search (the filter icon highlighted in the following figure). The Advanced Search window appears, showing the current search criteria for the list that is displayed on the page. 8

15 Chapter 2 Getting Started 2. You can choose different search criteria by selecting a different list from the Saved Search list. 3. You can then modify the search by: Changing the scope of the search by choosing a different record set. For example, selecting All records I can search from the Record Set list, searches all the records you can access. Selecting Records I own searches only the records where you are listed as the record owner. The available record sets vary by object. Adding new search terms by clicking the Add button. Changing the values and operators. 9

16 Chapter 2 Getting Started You must enter values for fields highlighted by asterisks. Reordering the search fields by clicking Reorder. Note You cannot delete any of the fields provided by Oracle. You can only delete fields you added. 4. Click Search. The application displays the search results. 5. To save your modified search as a new saved search (list) do the following: a. Click Save. The Create Saved Search window appears. b. Enter a new name for the saved search. c. Optionally, you can set this search to be the list that appears whenever you navigate to the work area by selecting the Set as Default option. d. Click OK. Search for the Account to Access Opportunities and Other Related Objects There's an easy way to find what you need if you are searching for an opportunity or another object that's related to an account: simply search for the account and then drill down to the object from the Account Overview page. Whatever search method you use, always remember that you may not have permission to access all information in the application. For example, to see an opportunity, you may have to own the sales territory, be on the sales team, or manage someone who is. 10

17 Chapter 2 Getting Started Note There may be a delay of a few minutes between the time you create or update a record and when you and others can search for it. That's because the application must update an index to enable searches. You can access newly-created items from the Recent Items list in the meantime. 11

18 Chapter 2 Getting Started 12

19 3 Chapter 3 Process Leads Process Leads Import Leads File-Based Data Import: How It Works The Define File-Based Data Import group of tasks relies on integration with different and architecture components, such as interface tables and application base tables. This topic provides an overview of these components to help you understand the import process and the different import activity statuses. The following figure provides an overview of the major application components used when you import data from a file. These components include Import object Import mapping Import activity File repository Application Composer Interface tables 13

20 Chapter 3 Process Leads base tables Import Objects, Import Mapping, and Import Activity The import objects you select when you create an import activity are provided by Oracle. They are managed using the Manage File Import Objects task. Note Avoid concurrent submission of File-Based Data Import jobs for the same import object. Concurrent submission of multiple import jobs with same content results in creation of duplicate object records. When you create an import activity, you must specify a mapping of the fields in your file to the attributes of the import object. You can create the mapping while creating an import activity or separately using the Manage File Import Mappings task. The mapping is stored and managed as a separate object. 14

21 Chapter 3 Process Leads File Repository The text or XML data file you upload for import is stored in a file repository so that it is available for import processing when you schedule an import activity. Any attachments you upload are stored in the same repository. Application Composer and Custom Extensions When you create additional attributes for import using Application Composer, these extensions are stored in a separate repository and are available when you generate import and export artefacts in composer. Interface Tables The import activity populates the application interface tables with your data. Base Tables The import activity loads your data into base tables to complete the import. Related Topics Importing Data from a File: Procedure Import Activity Source File Options: Explained The Import Activity consists of a step by step guided process to assist you with creating an import activity for a given object. This topic describes the source file options defined in the import activity that are used by the import process to locate and parse the source file data. Source File Data Enter attribute details pertaining to the source file as follows: Option Description File Type Source file must be either Text, ZIP, or XML. Data Type, Delimiter, and Header Row Included A Text file type can further be defined based on how the data is delimited and if the source file is expected to include a row of headings for each column. Import Mapping Displays a list of predefined mappings for the object selected for this import activity. The selected mapping will be used as the basis for mapping your source file in the next Import Activity step. Source File Location The following outlines the options that are available to you when locating your source file for import. 15

22 Chapter 3 Process Leads Option Description Upload From You can upload the source file from three locations: Desktop WebCenter Content Server If you select Desktop, then a File Name field with an associated Update button is displayed. Click Update and browse to search for and select the file you want to upload. If you select WebCenter Content Server, then a File Name field with an associated Browse button is displayed. Click and browse to search for and select the file you want to upload. Note Don't use the following accounts for uploading files, as these are being deprecated from Release 10 onwards: MKT_TOP_EXTN (crm/mkttopextn/ import/) ZCA_TOP_EXTN (crm/zcatopextn/ import/) MOT_TOP_EXTN (crm/territory/import/) Instead, you can use the account crm/ mootopextn/import/ for uploading files. Importing Attachments Using File-Based Data Import: Procedure This topic describes how to include attachments when you use the Manage File Import Activities task. Prerequisites You can import attachments only for the following business objects: Account Activity Contact 16

23 Chapter 3 Process Leads Contract Campaign Household Lead Opportunity Partner Notes Importing Attachments You can use the following steps to import attachments using file-based data import. 1. Add one or more of the following columns to the source file that you're importing. The ATTACHMENT_FILE _NAME header is the only required header. All other headers are optional. The Manage File Import Activities task reserves these header names for their described usage. You must not use them for any other purpose. Column Header Description ATTACHMENT_ FILE _NAME The ZIP selected when defining the import activity must contain a file with the specified ATTACHMENT_ FILE_NAME value. Otherwise an error will be generated. ATTACHMENT_ FILE _DESC A description of the file to be attached to the record. ATTACHMENT_ FILE _TITLE Enter the file title. This is not a mandatory field. If you don't specify a file title, then the Manage File Import Activities task uses the file name as the title. For example, if the file name is abc.txt, and the ATTACHMET_FILE_TITLE column value is not explicitly passed in the CSV, then it takes up the value as abc ATTACHMENT_ CATEGORY _NAME Specify the attachment category. An attachment category is used to classify and secure attachments. Each attachment UI must be defined with at least one category so that users can add attachments. For example, you can categorize attachments for an expense report as a receipt, scanned invoice image, and so on. 2. In each row of the source file, enter the name of the attachment file that the Manage File Import Activities task must attach to the record. In the following example, you enter file_1.doc as the attachment file for Lead 1. 17

24 Chapter 3 Process Leads LeadName StatusCD Score ATTACHMENT _FILE _NAME Lead 1 QUALIFIED 7 file_1.doc Lead 2 QUALIFIED 8 file_2.doc Lead 3 QUALIFIED 3 file_3.doc Lead 4 QUALIFIED 7 file_4.doc 18

25 Chapter 3 Process Leads Note To specify the same attachment file for more than one record, enter the same file name for each record in the ATTACHMENT _FILE _NAME column. For example, you can specify file_1.doc for Lead 1 and for Lead 2. You can specify multiple attachments for leads and tasks. You can't specify multiple attachments for any other type of business object. For example, you can include only one attachment for an asset, but you can include more than one attachment for a task. To specify more than one attachment for the same record, you add one ATTACHMENT _FILE _NAME column for each attachment. Lead 1 and Lead 3 in the following example each include three attachments, so this example includes three ATTACHMENT _FILE _NAME columns: LeadName StatusCD Note Lead 1 Note Note Lead 2 QUALIFIED QUALIFIED ATTACHMENT _FILE _NAME Note file_1.doc ATTACHMENT _FILE _NAME Note file_2.doc Note file_3.doc Note Note Note Lead 4 QUALIFIED Note Note Lead 3 ATTACHMENT _FILE _NAME file_4.doc Note file_5.doc Note file_6.doc Note file_7.doc Note QUALIFIED If you specify more than one attachment for the same record, and if you add any of the optional attachment columns, then you must repeat all the columns in the same order for each attachment file. 3. Create a ZIP file that includes the files that you must attach. 19

26 Chapter 3 Process Leads For example, create a file named myfiles.zip that includes the following files: file_1.doc file_2.doc file_3.doc file_4.doc You can also use a JAR file. You can organize these files in folders and subdirectories, at your discretion. 4. Sign in to the application. 5. Navigate to the Setup and Maintenance screen, and then search for the Manage File Import Activities task. 6. In the Search Results list, click Go to Task. 7. On the Manage Import Activities page, click the Create icon. 8. On the Create Import Activity: Enter Import Options page, choose an object from the Object drop-down list that supports attachments. To identify the objects that support attachments, see the Prerequisites section. 9. In the Attachments section, click Browse, and then locate your ZIP file. Note You can upload only one ZIP file. You can't add more attachments after you upload the ZIP file. 10. Enter the data in the remaining fields and activate the file-based data import activity. The Manage File Import Activities task recognizes the reserved column header names, so you don't have to map them in the Create Import Activity: Map Fields page. For more information about finishing this task, see the Related Links section at the end of this topic. Related Topics File-Based Data Import: Explained What's an attachment category? Managing Attachments for Partners: Explained Import Activity Import Options: Explained This topic describes the import options available while creating import activities. Source File Data Transformation The following options are used to identify the formatting of source file data so that the data can be correctly interpreted and transformed by the import process: 20

27 Chapter 3 Process Leads Option Description Decimal Separator The format of the fractional portion of numerical values in columns mapped to attributes with a decimal attribute type. Date Format The format for values in columns mapped to attributes with a date attribute type. Time Stamp Format The format for values in columns mapped to attributes with a time stamp attribute type. File Encoding The overall encoding of the characters within the file. Interface to Target Import Options Depending on the object that you're importing and the application modules you've implemented, you can select one or more of these options. Option Description Import Mode For importing leads and employee resources only, you have the option of specifying if you want to create and update records or update only. If you select update, then any new records will be ignored by the import process. For all other import objects, both create and update are available. Allowable Error Count An error count above the threshold will stop the import process for all records. If the error count is below the threshold, then records without errors are imported. In either case, records with errors will be reported in the Error and Exception files. Validation errors include: Missing required values Values that exceed the attribute length Invalid identifiers and lookup codes Duplicates to existing records in the destination tables based on the combination of attributes selected for duplicate validation in the predefined Import Mapping 21

28 Chapter 3 Option Process Leads Description Duplicates found using matching configurations for Customer Data Management objects do not contribute to the error count. Notification The of the intended recipient of import processing notifications. Customer Data Management Duplicates You can select the options in the Customer Data Management LOV for handling duplicates when you're importing accounts and legal entities either alone or as part of another object. Note You can use the Customer Data Management Duplicates LOV to retrieve duplicates only if you have licensed the data quality functionality. Once licensed, you must rebuild the keys for your matching configuration using the Manage Enterprise Data Quality Matching Configurations task. For more information, see the Define Data Quality chapter in the Implementing Customer Data Management guide. The duplicates are determined using the following matching configurations: Address Duplicate Identification Contact Duplicate Identification Account Duplicate Identification Using this option, which is available only if you've licensed the data quality functionality, you can select different options for handling duplicates when you're importing accounts and legal entities either alone or as part of another object. The duplicates are determined using the following matching configurations: Batch Location Basic Duplicate Identification Batch Person Basic Duplicate Identification Batch Organization Basic Duplicate Identification You can select from one of the following: Do Not Import Duplicate Records 22

29 Chapter 3 Option Process Leads Description If the main object of the Import Activity is an account or a legal entity object, then the rows that are matched to existing records will not be imported. These duplicates records are reported in the Exception and Error reports. If the Customer Data Management objects are components of another object and one or more matches are found, then the existing duplicate records are evaluated to determine the most recent record. The most recent record will be associated with the main object being imported. Import Duplicate Records The Customer Data Management objects will be imported even if matched records exist. Import Duplicate Records and Create Resolution Request The Customer Data Management objects will be imported even if matched records exist. In addition, a duplicate resolution request is created and displayed in the Customer Data Management, Duplicate Resolution work area. Duplicate Look Back Days This option applies only to the Lead import object. Only existing leads created within the period determined by the look back days value are evaluated for duplicates based on the attributes selected for duplicate validation in the predefined import mapping. If a duplicate is found, the lead will not be imported and the duplicate record will be reported on the Exception report. Duplicate leads are included in the calculation of the allowable error count threshold. Import Activity Field Mapping: Explained After entering your import options, the second step of the import activity process is to map fields in the source file to the corresponding target attributes. This topic explains the following steps in the process: Mapping the Fields Saving the Import Mapping Constant Values Mapping the Fields The Map Fields section can be subdivided into source file columns and target attribute columns. 23

30 Chapter 3 Process Leads The source column header value is derived from one of the following: Predefined mapping, if one is selected The source file, if the Header Row Included option is selected in the first step of the Import Activity definition (for Text file type only) Generic values of Column A, Column B, and so on, if the Header Row Included option is not selected (for Text file type only) XML tagging structure (for XML file type only) The following table outlines the source columns: Source Column Description Column Header Represents the column header for Text file types and the tagging structure for XML file types. Example Value Values are derived from the first source file saved with the predefined mapping. If you didn't select a predefined mapping, then the example values are taken from the first data row in the source file selected in the first step of the Import Activity definition. Ignore Select this option if you don't want to import the source file data in that column. The following table outlines the target columns: Target Column Description Object The group of import objects that represent the components of the business object being imported. Attribute The attribute name that represents the corresponding interface table column for the object. Saving the Import Mapping The mapping between source file information and target attributes is saved as a reusable mapping when the Import Activity is saved, using the import activity name and date to derive a mapping name. If you've selected a predefined mapping, then the modifications made in the Import Activity to an unlocked mapping will update and save to the predefined mapping. If the predefined mapping is locked, then a modified mapping will be saved as a new mapping. To specify a mapping name for new mappings, select the Save As option from the Map Fields Actions menu. Constant Values Constant values provide a way to specify a value for a target attribute that all imported objects will inherit. The value you're setting when you configure a constant value is at the record level. For example, if a source file doesn't contain a column for 24

31 Chapter 3 Process Leads business unit and all of the objects in the file belong to the same business unit, then enter a constant value for the object and business unit attribute. Each imported record will have the specified attribute set to the constant value Constant value will take precedence over any values mapped or ignored in the Map Fields section. This value will apply for all input file types. Related Topics File-Based Import Mapping: Explained Using Automatic Mapping to Import Multiple Files: Procedure Exporting and Importing Data Between Instances Using Automatic Mapping: Procedure File-Based Import Monitoring: Explained This topic explains how to monitor all file import activities that are currently scheduled to run, have completed successfully, or failed with errors. For each import activity, you can view the details pertaining to each underlying process and make necessary updates for any failed records to import again. You can also filter the import activities that are in different states. You can view the list of import activities from the Manage Import Activities page. You can filter the import activities based on status of the activity, file type, name of the activity, activity identifier, object name, or name of the import mapping used. To filter, click on the Query By Example icon This brings up the text boxes on top of each column header. Enter the filter criteria in text boxes to filter the records. For example, you may want to filter all import activities that are in the status Completed. Select the import activity that you want to monitor by clicking on the hyper link in the corresponding Status column. The View Import Status page is displayed, that shows status of the most recently executed instance of the import activity definition. The View Import Status page contains the following sections: Files Processed (Import Processes in the case of multi CSV files) Import Activity Progress Process Log Files Processed The Files Processed section displays a row for each source file that is processed, in the case of single CSV files. The import processing details are summarized and displayed for each source file and include the following: File Processing Summary Information Description Records Read From File The number of rows in the CSV file. Records Uploaded with Format Errors The number of records that were uploaded with format errors when processing data to insert into the interface tables from the source file. View the error details in the Exception and Error files attached to the process. Records Failed with Errors The number of records that failed with errors when importing data from the interface tables to the destination application tables. View the error details in the Exception and Error files attached to the process. 25

32 Chapter 3 Process Leads File Processing Summary Information Description Records Uploaded Successfully The number of import object records that were imported to the application destination tables. If the import object is made up of multiple components, each component is counted as successfully loaded. Consequently the Successfully Loaded count may be larger than the Records Read From File count. View the successful record details in the Log file attached to the process. Records Uploaded With Warnings The number of records that were uploaded with warnings when importing data from the interface tables to the destination application tables. Attachments Once an Import Activity process has completed, processing reports are included in the Attachments column. This column will display the log file in case of successful import, and error and exception file in case of failure. The Log file includes the records that were successfully imported plus the unique destination application table identifiers for the objects. The Exception file includes a row for each record that failed. All the errors for that row are concatenated and displayed in the Error Message column of the file. The Error file includes all the errors for each record that failed validation. In the event that log generation was not completed for an import activity, you can click the Generate Log link to generate the import log files. Once the request is submitted, you will get a confirmation message. The Generate Log link is displayed in the Attachments column. The following are the contents of each file: Log files contain records that were successfully imported plus the unique destination application table identifiers for the objects. Exception files include a row for each record that failed. All the errors for that row are concatenated and displayed in the Error Message column of the file. Error files include all the errors for each record that failed validation. In the case of multi CSV files, the Import Processes section displays a row for each source file that is processed. File Processing Summary Information Description Records Read From File The number of records read from the source file. 26

33 Chapter 3 Process Leads File Processing Summary Information Description Records Uploaded with Format Errors The number of records that were uploaded with format errors when processing data to insert into the interface tables from the source file. View the error details in the Exception and Error files attached to the process. Records Failed with Errors The number of records that failed with errors when importing data from the interface tables to the destination application tables. View the error details in the Exception and Error files attached to the process. Records Uploaded Successfully The number of import object records that were imported to the application destination tables. If the import object is made up of multiple components, each component is counted as successfully loaded. Consequently the Successfully Loaded count may be larger than the Records Read From File count. View the successful record details in the Log file attached to the process. Rejected Data File The data files that were rejected due to format errors. Error File Once an Import Activity process has completed, error files are included in the Error File column. This column will display error and exception files in case of failure, and will be blank in case of successful import. The Exception file includes a row for each record that failed. All the errors for that row are concatenated and displayed in the Error Message column of the file. The Error file includes all the errors for each record that failed validation. In the event that log generation was not completed for an import activity, you can click the Generate Log link to generate the import log files. Once the request is submitted, you will get a confirmation message. The Generate Log link is displayed in the Error File column. The following are the contents of each file: Exception files include a row for each record that failed. All the errors for that row are concatenated and displayed in the Error Message column of the file. Error files include all the errors for each record that failed validation. Records Uploaded With Warnings The number of records that were uploaded with warnings when importing data from the interface tables to the destination application tables. 27

34 Chapter 3 Process Leads Note In the files that are generated after the completion of an import activity, all error message values are enclosed within double quotes. The use of double quotes improves the format of the log files by ensuring that the error messages containing commas are not treated as multiple values. Import Activity Progress From the Import Activity Progress section, you can view details pertaining to each process involved in importing the objects in the source file. A listing of brief messages provides information on processing steps within each underlying process. The various steps involved in the import activity are summarized in below table: Step Name Description Import activity queued The import activity that is to be processed is being queued. Preparing data for import The data that is to be imported is moved to interface tables and prepared. Importing data The data is being imported into the base tables. This step will also display a count of the total number of sub-steps that are performed during the data loading process. The number of sub-steps required to load the data varies for each object. Importing attachments The attachments are stored in the file repository. This step will only be displayed if the object being imported supports the import of file attachments. Completing import activity The data is loaded into the base tables. Process Log The Process Log section displays the log messages that are generated during the processing of import activity. You can filter the log messages based on the message types Information, Error and Debug. You can also export the log information into an excel file. File Import Activity Statuses: Explained This topic explains the meaning of the different import activity statuses when you import data from a file using the Manage File Import Activities task. The following table lists and describes the import activity statuses. 28

35 Chapter 3 Process Leads Status Description No status displayed for the activity The new import activity definition is not complete. New The import activity definition is complete, but the activity is not yet scheduled to run. Scheduled The import activity definition is complete and scheduled to run later. Interface table upload in progress The data file is being loaded into the interface tables. Base table upload in progress The data file is being loaded from the interface tables into the application tables. Completed All records were processed and loaded into the application tables. Completed with errors The import activity found errors in the data file that you must correct. You can view details about the errors by clicking the status link. Completed with warnings The import activity found warnings in the data file. You can view details about the warnings by clicking the status link. Related Topics Importing Data from a File: Procedure File-Based Data Import: Explained Managing File-Based Import Exceptions: Worked Example This example demonstrates how to resolve errors found in source file data used for importing into interface tables and destination application tables. The following table summarizes key decisions for this scenario: 29

36 Chapter 3 Process Leads Decisions to Consider In This Example Should the errors be corrected and submitted again for import? Yes, for an invalid value error. No, for a duplicate record found. Is the Import Activity processing source files on a repeating schedule? Yes. An Import Activity is defined to process a new source file weekly. A second Import Activity is defined to process corrections to errors in the weekly file. Task Preview 1. Review the Import Activity status and reports. 2. Correct the exception file data and save to your desktop. 3. Import the file with the corrected data. Prerequisites 1. Create a mapping between the source file columns and the import object attributes by navigating to the Import Mappings page from the Manage File Import Mappings task in Functional Setup Manager. The mapping includes a combination of fields with Duplicate Validation selected to compare source file records and existing records for duplicates during import processing. 2. Create an Import Activity using the mapping. Since you expect a source file on a weekly basis, you select Latest File for the File Selection and URL for the Upload From choice. Specify a URL value. Define a repeating schedule to repeat once a week. Click Activate to save and activate the Import Activity. 3. Create a second Import Activity to use when importing exceptions found in the weekly import file. All settings are the same as the weekly Import Activity with the exception of the Source File Import Options and the Schedule. Since this is only for exception handling, you select Specific File for the File Selection and Desktop for the Upload From choice. Click Save to save the Import Activity but not to activate it. Review the Import Activity status and reports 1. Navigate to the Manage Import Activities page from the Tasks region of your work area or Functional Setup Manager task to view the import status. 2. Click on the Status hyperlink for the import activity to navigate to the View Import Status page. 3. Open the exception and error files by navigating to the Files Processed section, Attachment column, and clicking on the file names. 30

37 Chapter 3 Process Leads 4. Review the errors file for details on each error and determine the action to take. In this example, a record in the source file failed the duplicate validation. You verify that the source file record is a duplicate to an existing record and determine the source file record should not be imported. A second record failed due to an invalid date and should be corrected and imported. Correct the exception file data and save to your desktop 1. With the exception file still open, locate the record with the invalid date and delete all other records. Locate and correct the invalid date value. Save the file to your desktop. Import the file with the corrected data 1. From the View Import Status page click Cancel to return to the Manage Import Activities page. 2. Select the Import Activity that you defined for exception handling and click the Edit icon. 3. Navigate to the File Name in the Import Options, Source File region and click Update, and then click Browse to search and select the file with the corrected data that you saved to your desktop. 4. Click Next until you are viewing the Review and Activate page. Click Activate to save and activate the Import Activity. FAQs for Import Leads What happens if I inactivate an Import Activity? The Import Activity will not stop the currently running process. However, it will cause the next scheduled process plus any future repeating file import activities not to start. You can always activate the process at a later stage. What happens if I add a marketing list in the Import Activity definition? File-based data import enables you to record consumers and organization contacts in a marketing list when importing consumer, lead, and response import objects. Select an existing list or create a new one. A marketing list is assigned the list type value of Imported if created while defining an import activity. After the objects are imported successfully, the consumers and contacts are added as members of the marketing list. Submit Lead Processing Lead Processing Activities: Explained Lead data is generated from a variety of sources and goes through further enrichment based on updates and follow-up activities. As a result, lead quality must be assessed periodically so that leads get distributed to the right salesperson to 31

38 Chapter 3 Process Leads ensure timely lead follow up and closure. This topic outlines the lead processing activity that sets lead rank, score, and lead qualification status for a selected batch of leads. Leads are distributed to individual salespeople and sales territories for further qualification and follow-up. The Create Lead Processing Activity page enables you to: Define and submit lead processing activities Search for and select specific leads to process Start or schedule the lead processing activity Activity Details You can run your batch assignment in diagnostic mode to view the details of the assignment processing in an output log. The process type determines the type of activity you want to process such as: Lead assignment Qualification Ranking Scoring Territory realignment Each type is associated with appropriate rule group names and rule set values for the profile option used to activate the lead processing activity. For example, if you select lead ranking as the process type, then rules of ranking type are used for processing the selected leads. If the lead requires territory realignment only, then select the Realign with territories process type. You are prompted to enter a date to filter previous territory realignment batches. Realignment with territory identifies all territories that were updated past the specified date. Lead management then identifies all leads which contain one or more of those realigned territories and reassigns those leads. Lead Selection You can use filtering criteria for selecting leads as input to the lead processing activity. For example, you can process leads imported within a specific batch by providing the Import Activity Identifier. The selected leads are processed (qualified, ranked, scored, assigned) based on the corresponding rules defined within the assignment manager engine. Schedule Lead processing activities are scheduled for the purposes of periodic ranking, scoring, qualification, and distribution of leads. Due to the periodic nature of all lead processing activities, it is necessary to automate the running of these activities. Enter scheduling options such as schedule mode and frequency to determine when the lead processing activity should begin and how often the activity is repeated. Related Topics Batch Assignment Diagnostic Log: Explained Running Batch Assignment in Diagnostic Mode: Example Purge Batch Assignment Information: Explained 32

39 Chapter 3 Process Leads Lead Scoring: Example A lead score is used only when the lead is easily quantified. The score may be used to calculate the lead rank. You can schedule when and how often to process lead scoring through assignment manager functionality. This topic provides an example of how a lead score is calculated. It also lists the data points used to form part of the overall score evaluation. How Lead Score is Determined Lead scoring capability requires the rules engine to determine a numeric score based on the value of the lead attribute participating in the rule. For example, consider the following rule. If a lead contact is a high level Executive, then add a score of 100. If the lead contact is an Operations Manager, then add a score of 50. When this rule evaluates, it determines the score of the lead based on job title of the lead contact. Once the rules engine evaluates all such rules, the end result of the scoring process is the aggregate score, which is then recorded in the Lead Score attribute. Data Points for Lead Scoring The following data points form part of the overall score evaluation: All data included on the lead and primary product Lead source data such as campaign attributes All customer profile data including industry All contact profile data Lead Ranking: Explained When setting up lead management capabilities, you can predefine criteria to rank leads and automate the assignment of leads to the appropriate resource in your organization. You can define lead rank to categorize leads into buckets such as Hot, Warm, or Cool. This topic describes the following: Setting Up Lead Rank Creating Ranking Rules Calculating Lead Rank Based On Score Setting Up Lead Rank Although lead rank and lead score are not the same, they serve a very similar purpose. Score is often used only when the lead is easily quantified, and then may be used to calculate the lead rank. Lead rank values are used as part of the 33