1. Functional Process

Process Overview

Contract is the final part of the sales cycle, tracking the commitments taken with the customer.

Managing contract inside Salesforce can move our deals forward by:

• Making available all information to the SalesReps and their managers (details of volume, price, expiration date, etc.) at any time.
• Managing the complete approval process in SFDC
• Setting an automatic reminder before the expiration date.

Definition & use cases 

Flow

2. Data Model & security

Data model

1. Contract header is centralizing the information of the contract:
   1. Sold to account Or Non Buying Customer account (ex: Michelin Siège Social in which the contacts /e signing parties are located)
   2. Start Date
   3. End Date
   4. Contact who signed the contract for the customer
   5. Solvay contact who signed the contract
   6. etc.
2. Contract line item store the specific information for each product 
   1. Product
   2. Volume
   3. Price
   4. etc.

Related Objects

• Competitive Insights: to update.
• Open Activities: allow to log activities (task, event).
• Visit Reports: allow to link visit report to a contract.
• Activity history: display all activities.
• Approval history: track all step of approval.
• Contract History: track field updates.
• Files: allow to attach document to the contract.

Opportunity security model

Note that specific visibility & accesses settings are managed with the standard button "Share". 

3. Opportunity custom buttons & features

Opportunity buttons

"Add Product & Forecast"  button

This button triggers the same flow as during opportunity creation. It allows to add a new opportunity product in the same opportunity.

"Update Forecast" button

• Step 1: The users has to select the opportunity product forecast he wants to update.

• Step 2: The section Business potential of this opportunity product is displayed in edit mode.

In edit mode, the button mass copy copies the volume and the price of the 1st line in all lines.

"Clone opportunity" button

The cloning functionality  allows the opportunity owner and the opportunity team member(s) to clone the opportunity as-it-is, with same product information and opportunity team members. Note that the source opportunity ID is displayed in the field "cloned from".

"Get quotes from initial Opp"

This button works only for cloned opportunities. The user can clone one or several quotes linked to the source opportunity and linked them to the cloned opportunity. All the information of the quote and the quote line items are cloned.

"Create quote"

Generate a quote pre-filling all information of the opportunity and opportunity products.

Opportunity product buttons

"Update Product"

This button triggers the flow as during opportunity creation. It allows to update the opportunity product.

"Back to opportunity"

Redirect the user to the opportunity page.

"New End Use Request"

Allow to the user to request a new end use creation if he thinks the end use does not exist. This request must be approved by M&S.

"Synchronize with Commercial Roadmap"

Allow to synchronize your opportunity product with the commercial roadmap without waiting for the daily batch.

4. Specific rules & automation

Opportunity Creation 

Any sales rep can create an opportunity, even if not in the Account Team. Opportunity can only be linked to an SAP Customer or a Non SAP Customer . The sequence also includes adding product with details (target price, UoM, etc.), the market segmentation and the forecast. Some rules are implemented in the flow:

• The currency set by default correspond to user's preference.
• The unit of measure set by default correspond to the one of the product selected (formula).

Field History Related List on the Opportunity

Status Management

The following rules have been defined regarding the management of the status of an opportunity:

• At creation, the opportunity can be created in any stage of the process.
• The opportunity can by-pass one stage, (e.g. move from stage 1 to 3).
• The opportunity can move back in its stages (e.g. from industrial to lab testing).

Opportunity Closing Steps

Different steps must be completed when closing the opportunity:

• If the opportunity is WON, a Customer Service Representative must be defined in the Opportunity Team.
• When the user closes his/her opportunity as LOST, a screen appears and asks for:
  • The Won/Lost review (mandatory), useful to give context and feedback on the opportunity.
  • Competition Known? (Yes/No) (picklist – default value = None).
•  If the Competition known is “No”, then the opportunity is saved with the won/Lost review.
•  If the Competition known is “Yes”, then the flow moves to a second screen asking to create a Competitive Insight. Once the user saves the competitive insight, the opportunity is saved.

• Finally, after saving, the close date is automatically updated with the today date and opportunity cannot be edited anymore by the sales rep. Plus a notification is automatically sent to the CSR defined in the opportunity team (only if the opportunity is WON)

Dummy product Limitation

When the sales rep has selected a product with reference “Product not known yet”, he/she must update the product with a valid product reference before closing the Opportunity as “Closed WON”.Lost Opportunities do not require valid products before being closed. Note that it is impossible to select a dummy product when the opportunity record type is “Product Qualified”.

Contribution Margin

In product information section, 3 fields are used to manage the contribution margin (CM):

• CM Calculation Method: picklist defining in the master method for the CM is in % or in Amount.
• Contribution Margin (%).
• Contribution Margin (Amount).

When user defines the CM Calculation Method as “%”, on the field “Contribution Margin (%)” is available. After saving, the system will calculate the Contribution Margin in amount and fill in the field. When user defines the CM Calculation Method as “Amount”, similar behavior is expected. Finally, the CM Calculation Method defined in the Product Information screen will be copied in the business potential table. 

Opportunity Product Level

At opportunity product selection, after having created the opportunity, user is able to select the product from level 4 or level 5.

Opportunity Team Member Creation

Opportunity Team member creation can be done by any sales having edit access to the opportunity. The CSR from the account team will be automatically put in the opportunity team. (only the CSR corresponding to the GBU handling the Opportunity is set if more than one exist).

There is no synchronization afterward (if the Account Team changes, no automatic modification on the Opportunity Teams).The 2 CSR Roles must be taken : "Customer Service Representative" and "Customer Service Representative (SAP)" and the role must remain the same (if it was SAP on Account, keep it on Opp).

Opportunity Team Management

Opportunity Team management can be executed from the Opportunity Team Related List, either by using the current User’s Default Account Team, or by adding the individuals to the Opportunity Team:

• Add (add users to the Opportunity Team)
• Add Default Team (add default Opportunity Team users)
• Display Access (only system admin can display the type of access the users have)

The user’s default Opportunity Team is a group of users defined by the user that helps the user quickly add multiple people at once.

5. History

Product information section on Opportunity product used to be a custom object because the visibility of the section was different of the visibility of the rest of the opportunity. Today visibility is the same so all fields have been re-created in opportunity product and all features plugged on the previous custom object are/will be plugged on opportunity product directly.

Until Spring17 release we had a third record type "recurrent business". This record type has been deactivated, and recurrent business is now handled with quotes.