Autodesk Lead Management FAQ-Partner September 2012
Partner Center References: - What s New in Partner Center FY13: http://breeze.autodesk.com/p49066885 - New Partner Center Roles: http://breeze.autodesk.com/p70569035 - Partner Administration functionality visit: http://breeze.autodesk.com/p94812460/ Table of Contents: A. Partner Center Navigation/Access... 3 B. Partner Set Up... 3 C. Lead Administrators... 4 D. Lead Origin... 5 E. Accepting Leads... 5/6 F. Editing Leads... 6 G. Transferring Leads... 6 H. Lead Visibility... 6/7 I. Rejected Leads... 7/8 J. Lead to Opportunities... 8 K. Function Questions... 9 L. Old Lead Management System...9 Page 2
A. Partner Center Navigation/Access 1. A user doesn t have access to Lead Management? Answer: The Delegated Administrator has access to create and update users in Partner Center. Please contact your organization s Delegated Administrator. If you are your organization s Delegated Administrator and are unable to make any changes to your user because of an error, please create a Business Services Case and someone from the Business will assist you. 2. How do I find out who my Delegated Admin is? Answer: Once you click on the Lead Management link go to link My Administrators and you will see a list of users. One of those users can assist with changing people profiles or permissions. 3. Can my SFDC work with Autodesk's SFDC? Answer: This is possible via the download/upload function. This is BETA functionality and is not yet ready for wide spread use. Full roll out date is TBD and will be communicated out when ready. 4. Can you jump to a lead from within a lead? Is there a next arrow? Answer: There is no next arrow; however you can use the right click - Open in new window functionality. 5. How do I get support and/or assistance with any issues with Lead Management? Create a CRM Case. From Partner Center: 1. Select the Business Services or Product Support tab or click the Cases link from left side navigation bar 2. Click on Create New Case 3. Select CRM Support 4. Complete the New Case Form B. Partner Set Up 1. Who sets up the administrators? Answer: Any Delegated Administrator can assign an executive or manager role. 2. How do we delete users? Answer: Any Delegated Administrator should be able to delete users. 3. Is it possible to have more than one Lead Administrator in my organization? Currently, I am the only person receiving the leads. I want to share this responsibility with another colleague. Answer: It is not possible to have more than one Lead Administrator. You could, however, set up a specific account for Lead Management, for which multiple users know the login details. This will ensure that none of your Direct-Assigned leads expire in case of holiday, sickness, etc. 4. How do I change the email address that the lead notifications are sent? Page 3
Answer: The recipient of the email notifications is the lead owner. The only way to change the email recipient is to change the lead owner. See Section C, question 4 to assist with changing the lead owner. 5. Will we receive an email notification for pooled lead? Answer: No, notifications are only sent for direct-assigned leads. C. Lead Administrators 1. Why did a partner user receive old email notification? Answer: The Lead Administrator is the person who receives email notification for new leads. At one time that partner user may have been the Lead Administrator. The best solution is to have the partner user either transfer the lead to the new Lead Administrator or forward the email notification to the new Lead Administrator. 2. As a Lead Administrator how can I track the progress of the leads since I need to transfer ownership of the leads to my colleagues? Answer: If the Lead Administrator is in an Executive role in Partner Center, they should have a view of ALL Leads. If they are in a Manager or Representative role, then only the Lead Owner can see the Lead. 3. How do I find out who the Lead Administrator is? Answer: When you are in the lead screen in the upper left hand corner there is a section called My Account; this, displays your name and the account CSN. Just below this information is a link called My Administrators; you can find the name of your Lead and Opportunity Administrator there. 4. How do we update our Lead Administrator? Answer: Create a CRM Support case specifying that you need to change your Lead Administrator. Follow these steps below: 1. Delegated Administrator needs to create a new user or update an existing user with the right email alias and job role within Partner Center. 2. Create a CRM Support Case specifying your change of Lead Administrator with this information: a. Full Name of Company with CSN b. Full Name with email address of new Lead Administrator c. Please confirm the new Lead Administrator has access to Partner Center and Lead Management. 3. Then have your current Lead Administrator transfer all the leads to the new Lead Administrator. 5. What if my organization s Lead Administrator is on vacation? Answer: The best solution is to have your lead notification emails go to an email alias that multiple users can access, so when one user is on vacation the other can access the lead notification emails and pooled leads. If you do not already have an email alias for your Lead Administrator email, please follow these steps below. 1. Delegated Administrator needs to update an existing user with the right email alias and job role within Partner Center. 2. Create a CRM Support Case specifying your change of Lead Administrator with this information: a. Full Name of Company with CSN b. Full Name with email address of new Lead Administrator c. Please confirm the new Lead Administrator has access to Partner Center and Lead Management. 3. Then have your current Lead Administrator transfer all the leads to the new Lead Administrator. Page 4
D. Lead Origin 1. Where are your leads coming from? Have they been qualified? Answer: Leads are generated from Marketing Activities by Autodesk or by partners directly. To identify where the lead came from please reference Aprimo Information Section under the lead details screen: Aprimo Program Name and Aprimo Lead Source. To identify if a lead has been tele-qualified, please reference the lead information section and check to see if the Telequalified box has been checked off or not. 2. I noticed that there is a Mass Upload/Download feature in Partner Center. Answer: This functionality is BETA functionality and is not yet ready for wide spread use. Full roll out date is TBD and will be communicated out when ready. The Mass Upload/Download functionality will be able to assist you with multiple updates and/or edits to leads that have been accepted. For example, change lead owner, update lead contact info, add notes and etc. 3. The user guide link does not seem to be working. Are these also available in local languages? Answer: We will make the user guide available at this link, but during the period of beta test we are only distributing this to partners who are participating in the beta. E. Accepting Leads 1. How long do I have to accept a Direct-Assigned lead before it is re-assigned? Answer: The Service Level Agreements (SLAs) we have in place for accepting direct-assigned leads are: - 4 Calendar Days (not business days!) 2. How long do I have to convert a lead to an opportunity? Answer: The Service Level Agreements (SLAs) we have in place for converting a lead to an Opportunity are: - 90 Calendar Days (not business days!) 3. What happens to leads that are accepted but not converted to an opportunity within the agreed to Service Level Agreement? Where do these leads go to? Answer: The Lead will be closed and returned to Autodesk. 4. Why do I get the following error when trying to accept a pooled lead: This is no longer an available lead? Answer: Pooled leads are distributed on a first come, first serve basis. Before accepting any leads refresh your page (F5) so that the pooled leads will be updated. The pooled lead records are shown in real time so if another partner has accepted the leads then you will receive a message saying this is no longer an available lead. 5. I have been assigned a lead but I am unable to accept the lead? Answer: First verify that the lead has not expired (keep in mind the SLA on accepting leads). If the lead has not expired, create a CRM Support Case with detailed information and screenshots if possible of the steps taken to accept the lead. Please include the following information: - LED ID# that you were trying to accept - The partner user s email address - If you receive an error message, please include a screen shot of the error message Page 5
F. Editing Leads 1. When I try to edit the lead and input my own Partner ID as Partner Reference ID and hit save I am receiving a message saying I have to enter a contact. Answer: If an error occurs while editing a lead, check the required fields including account and contact. Make sure they are populated, if not you will be unable to save the lead until you ensure that all required fields are populated. Check the Web Form-Customer Information section of the lead for account and contact information. Please ensure that the account and contact information is valid before creating them. If the information is not valid, Reject the lead and indicate Bad Data. 2. When I go down to click on the contact name to see their email and phone number, I get a message that I don't have sufficient privileges regardless if it is assigned to me or another sales person. Answer: Contacts in SFDC work on an ownership concept. If you didn't create that contact or it's listed as private, you will not be able to view that contact's information. What you should do is: on the screen where you have the ability to associate a contact with an opportunity, click on add contact in the opportunity and do a wildcard search (*) and click go. This will populate all the contacts associated with that account to which you have access. You can select one of those or you can create a new one. G. Transferring Leads 1. How do I change the lead owner to someone else within my organization? Answer: Go to the lead Owner, select Change and assign this to the correct person. 2. What is the difference between changing the person assigned to within the lead vs. changing it as the top? (Change Owner functionality within the lead and the transfer owner functionality) Answer: Changing within the leads limits to your account while "transfer lead" can go outside of your account. 3. I am not able to transfer leads to my Sales Team? Answer: Make sure first they are set-up properly in Partner Center. Have your Delegated Administrator assist you. 4. Will I still have visibility to a lead if I transfer it to another person within my organization? Answer: It depends on your user role. Please refer to the user guide on Partner Center for more information on roles. H. Lead Visibility 1. When transferring a lead to a sales person, what happens if the email address is mistyped? Answer: An error will come back if entered incorrectly. 2. Why are leads not showing up in the new system? Answer: There can be different reasons why you are not seeing leads in the new system. You should first check to see that you are in the right Lead Management system. To see new leads you should be logged into the Lead Management - section of Partner Center. If you are in the right system and you are not seeing any leads, please create a CRM Support Case and specify your steps of replication. If you are the Lead Administrator please make note of that in the CRM Support Case. 3. How much visibility is available within a lead? Answer: There are different profile views depending on if it s a Pooled Lead or Directly Assigned Lead vs. Accepted Lead. - Pooled or Directly Assigned leads have limited profile information (account associated, the contact associated, city state and general info such as product interest, seat count) - Accepted Leads will display the entire lead profile as follows: Page 6
***If the profile is blank- go to the full lead profile once accepted and you will see the Web Form-Customer Information section within the lead that displays the information provided by the customer. You can reject the lead if you then find it is out of territory. 4. Once I (Lead Administrator) transfer a Lead I can no longer see the Lead? Answer: Depending on your user role you may or may not have access to a lead once you transfer it. Please refer to Training material Partner Center User Setup. If you are an Executive you are able to see everyone s leads in your company. If you are a Manager you can only see leads of people who report to you in the hierarchy. If you are a Representative you can only see lead you have selected. Please refer to your Delegated Administrator if you need to change your position. I. Rejected Leads 1. What happens to leads that are rejected? Where do they go to? Answer It depends on the assignment methodology (Directly Assigned vs. Pooled) - Pooled leads that are Rejected based on the reason are handled in the following way: o Bad Data the lead is automatically closed o Out of Territory the lead is made available to other partners in the pool o Customer Not Interested the lead is automatically closed and will be reviewed frequently by the partner managers. o Not authorized the lead is made available to other partners in the pool o Duplicate the lead is automatically closed - Directly Assigned leads that are Rejected based on the reason are handled in the following way: o Bad Data the lead is automatically closed o Out of Territory the lead is returned to Autodesk o Customer Not Interested the lead is automatically closed and will be reviewed frequently by the partner managers. o Not authorized the lead is returned to Autodesk. o Duplicate the lead is automatically closed 2. Is it possible to get notification for pooled leads? Answer: No, notifications are only available for only available for directly assigned leads when the user has opted in. 3. Am I able to delete leads from the system? Answer: Leads are not deleted but are rejected. 4. Partners are required to indicate reasons when they reject a lead. Are rejected leads routed differently based on rejection reasons? Answer: Yes see #1 above on rejected leads J. Lead to Opportunities 1. When converting a lead into an Opportunity, how much time do I have to close and can I edit this? Answer: You can edit the close date as long as that opportunity has not passed its close date. The system defaults to the last day of the quarter; if that is two days away you can edit it as long as it is prior to that date. 2. Our marketing team manages leads that are distributed to our organization and the sales reps manage Opportunities that are eligible for ACE. In order to register a deal for ACE do I have to convert the lead first? Page 7
Answer: Yes, you must convert the lead to an Opportunity first. We will be measuring partner performance based on % of leads that are converted to deals in ACE and looking at Best in Class partner performance. You must click the Register Deal button to complete the ACE-registration process. 3. When should a lead be converted to an Opportunity? Answer: Once you have qualified the lead and it is a valid business opportunity you should convert it. 4. How do I convert a lead to an Opportunity? Answer: In the Lead record click "Convert to Opportunity" 5. Assuming that I convert a lead into an Opportunity and the product of interest is not eligible for ACE - Can I close the opportunity as won if I close the deal since I cannot convert it into an ACE opportunity? Answer: Yes, Partners can manage Opportunities in Partner Center. The Sales Stage field drives the Opportunity Reporting Closed (Won or Lost) vs. Open Opportunities. 6. What happens if I reject a lead after I convert it into an Opportunity? Answer: It is not possible to reject a lead after it has been converted to an Opportunity. This is because once it is converted it is an Opportunity and not a lead. If the Opportunity is no longer valid it should be closed as Closed/Lost. The Policy is to reject the lead and not to convert to an opportunity. 7. Is there a way to remove an Opportunity once it has been closed as won? Answer: You can move the Opportunity status into Closed/Won. Then from Reports select My Open Opportunities and this will not show anything that is closed. 8. How do you remove an Opportunity from the Opportunity list once it has been won? I don't see any way to 'close' the Opportunity and remove it from the list? Answer: Sales Stage of the Opportunity must be changed to Closed/Won or Closed/Lost. 9. The leads that I have converted to Opportunities show up in two different places. Some of them show up when I click the Opportunity navigation link. Others show up on the Home navigation link. Why is this? Answer: Anything that appears on your homepage is a task that requires attention. Please click into each task and follow the instructions provided. The actual Opportunity record is accessed through the opportunity navigation link. K. Function Questions 1. I am not seeing the email address in the lead record? Answer: Submit a case to CRM Support: Please provide the LED ID# where you see this issue. 2. I have assigned a lead to one of our sales team member and it never showed up in her view. Answer: Submit a case to CRM Support, be sure to provide as much information as possible such as the LED ID# and the user s full name and email address that you were trying to transfer to. 3. Within a lead there is a contact link, when I click on that it says I don't have sufficient privileges to view the contact. Answer: Submit a case a CRM Support and please provide the LED ID# and any other information that may assist the support team. 4. When I use the Home navigation link, there is a list of accounts that it is requesting me to Validate End Customer Account. Why is this there and what do I need to do? Answer: Anything that appears on your homepage is a task that requires attention. Please click into each task and follow the instructions provided. Page 8
5. I m trying to close a lead in the new lead system. I have managed to add the product being sold, but when I try to edit the sales price it goes away. How do I add in the sales price and close the lead? Answer: Leads cannot be closed; you can only Accept them or Reject them. Once a lead is converted to an Opportunity then you can Close the lead as Closed/Won or Closed/Lost. L. Old Lead Management System 1. I am unable to access leads from the old system? Answer: Leads from the old system were not transferred to the new system. To access the old leads go to the Opportunity Management link. 2. What should I do with old opportunities from 2010 and 2011? Is there a penalty for not taking action on them; is there a way to move them to the new system? Answer: All leads from the old system should continue to be managed in PRM if you are currently working on them. If they are no longer active leads you should close them in PRM. Only new leads will be managed in Lead Management. Page 9