2770263 - Scoping Questions

Symptom

Scoping Questions - Leads

This document reviews Leads Scoping Questions by use-cases, effect/consequence and system behavior.

Environment

SAP CLOUD FOR CUSTOMER

Cause

Do you want to use a multiple step approval process for Leads?
Do you want the system to automatically submit a Lead for approval?
Do you want to enable integration with Avention?
Do you want to make contact for leads an optional field?
Do you want to retain the current lead status when a qualification level is set?
Do you want to disable historical analysis of leads?
Do you wish to trigger Lead aging notifications only when relevant, for better performance?
Compatibility mode for Lead aging
Do you want to always set 'Use Existing Account' checkbox as checked during Lead creation?
Do you want to enable duplicate check for Lead?
Do you want to enable users to see earlier versions of lead notes?
Do you want to enable users to edit or delete notes in the note history?
Do you want to keep your Lead’s Sales Area Data (Sales Org, Distribution Channel, Division ETC) when converting a Lead to a Customer?
Do you want to enable users to specify, per lead, a predetermined combination of sales organization, distribution channel and division?
Do you want to enable users to re-open accepted or declined Leads
Do you want to enable users to capture registered products in leads?
Do you want to enable Integration with SAP Infinite Insight?
Would you like to assign Leads to Territories using Lead Routing Rules?

Resolution

Q1. Do you want to use a multiple step approval process for Leads?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

In your organization, if you want the Lead to be reviewed by multiple people before it goes to next step, you can choose this scoping question and define the related conditions.

2. What effect/consequence will this scoping have to the UI?

An option “Submit for Approval” in the Lead document, and every Lead should be submitted for approval.
An option to create an approval process with the conditions becomes available under the administrator work centre.

3. System Behavior once this is selected:

If you have scoped Multi-Step Approval Process for Leads, then a Lead cannot be Set as Complete without clicking Submit for Approval option (regardless of approval process defined or not defined).
Even after clicking Submit for Approval, the Transfer action button is longer not enabled as the transfer is done automatically once you click Submit for Approval and the approval is not necessary. After that, the transfer is triggered on every save.
Users cannot approve more than one Lead at a time; however, this can be achieved from the notifications,

1. In the Notifications, select Approvals Only

2. Select the desired Leads

3. Click on Approve

This way you can approve more than one order.

Q2.Do you want the system to automatically submit a Lead for approval?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

In your organization, if you want Leads to be directly sent for review to one or more Business Users before it goes to the next step, you can choose this scoping question and define the conditions.

2. What effect/consequence will this scoping have to the UI?

You get an option “Submit For Approval” in the Lead document, and every Lead should be submitted for approval.
You get an option to create an approval process with the conditions under administrator work centre.

3. System Behaviour once this is selected:

The Leads will be pending for approval.
Once you have scoped this question, then you will also need to make a change on the Activity “Leads”: tick the boxes) “Submit for Approval” on the Lead status of your choice otherwise, the automatic submission will not get triggered.

Q3. Do you want to enable integration with Avention?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

Integration with Avention is an optional capability to import additional Leads into the solution for use by your Sales personnel. If you want to increase the potential of triggers that your organization has defined in your solution when it comes to Leads in C4C, you may define the corresponding triggers in Avention and choose this scoping question.
Data from Avention will automatically be imported into your solution based on your triggers, and results as Leads in SAP Hybris Cloud for Customer. Your sales personnel can then funnel the resultant Leads into the Deal Finder to drive sales.

2. What effect/consequence will this scoping have to the UI?

Leads created from Avention will be found in the Sales Lead view, just as standard Leads.

3. System Behaviour once this is selected:

Leads coming from Avention will be visible and actionable from the Lead WorkCentre view.

Q4.Do you want to make contact for leads an optional field?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

If you want to enable the end users to create Leads without having to associate a Contact to them, you may select this Scoping Question

2. What effect/consequence will this scoping have to the UI?

In the Lead QuickCreate window, the Contact Last Name field is no longer flagged as Mandatory.

3. System Behaviour once this is selected:

The system will not prompt the end-user to maintain a Contact in the Lead.

Q5.Do you want to retain the current lead status when a qualification level is set?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

By default, when a lead qualification level is set, the system automatically changes the lead status to ‘qualified’. If you do not want this change, you may scope this question/

2. What effect/consequence will this scoping have to the UI?

The same fields will be visible in the Lead header, but the Lead qualification level field and status field will be decoupled. When you update the Lead qualification , the status field will not change to "Qualified".

3. System Behaviour once this is selected:

The current lead status remains the same after you set the qualification level of the Lead.

Please see more information on the Help Portal : Lead Qualification

Q6.Do you want to disable historical analysis of Leads?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

This is related to the History Data source Scenario. If you do not wish to collect this analytical data for leads you can stop data collection by selecting the scoping option.

2. What effect/consequence will this scoping have to the UI?

The historical data will not be kept and rendered in reports
Please Note : This is a separate and distinct data source and is not the standard change history seen on the Changes tab in lead details.

3. System Behaviour once this is selected:

Creating a new report in Business Analytics using the lead history datasource CODMKLEAHHB will not bring to the attribute data.

You can find more information on Help Portal : Lead History Data Source

Q7.Do you wish to trigger lead aging notifications only when relevant, for better performance?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

If you wish for Leads that have been in a certain phase for too long to be identifiable, and for the system to notify the manager of the Sale representative responsible for the Lead, you may use this scoping question.
You may also define how the system behaves, modifying the Business Task for Lead aging in the Fine-Tuning.

2. What effect/consequence will this scoping have to the UI?

The Business user with a Manager role in charge of the Lead will receive notifications from the tool bar, as the Lead has plateaued in a defined phase for too long.

3. System Behaviour once this is selected:

A notification is sent to the manager whom the Lead owner is reporting to.
Please note: This notification expires automatically 14 days after it has been created.

Q8.Compatibility mode for lead aging

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

If you want to keep the original behavior for creation of lead aging notifications instead of customizing it, you may select this Question.

2. What effect/consequence will this scoping have to the UI?

Leads remaining in the same status for a long time are pinpointed, and the system triggers a notification to the related manager.

3. System Behaviour once this is selected:

The notification will resume to 14 days after the Lead creation date.

For performance reasons, we recommend for the other business question for lead aging ('Do you wish to trigger lead aging notifications only when relevant, for better performance ?') to be used.

Q9.Do you want to always set 'Use Existing Account' checkbox as checked during Lead creation?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

If in your Lead creation process you want to default association to an existing account, you may select this scoping question. Otherwise, by default C4C will offer the user to choose whether they want to create a lead using existing account or with new account.

2. What effect/consequence will this scoping have to the UI?

In the Lead QuickCreate window, the checkbox “Use Existing Account” will always be ticked.

3. System Behaviour once this is selected:

All Leads created will have an Associateed Account from Creation.

Q10.Do you want to enable duplicate check for Lead?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

If you want for end-user to avoid creating duplicates of Leads in the system, you may scope the question.

2. What effect/consequence will this scoping have to the UI?

When you create a Lead, the system will run through exisiting records and bring up the similar or identical Leads, according to the weighting you set in the Business Configuration Activity named "Lead Duplicate Check".
These weighting options are SAP predefined standard fields in this fine-tune activity.

3. System Behaviour once this is selected:

The system will fetch similar records according to the standard fields you chose as check criteria.

Please Note : The Lead Duplicate Check business option is only relevant when business partner duplicate check is in scope. This business option cannot be selected if business partner duplicate check is deactivated in the system.

Q11.Do you want to enable users to see earlier versions of Lead notes?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

If there is a need for the end-users of your Business to monitor the history of date/time stamps and users who entered the Notes in a Lead, you may select this Scoping Question.

2. What effect/consequence will this scoping have to the UI?

All Notes having existed will be maintained.
In the Lead header, under the Notes text box, the timestamp, content, and user are listed chronologically for each version.
The username of the users who edited the Notes is a hyperlink leading to their Employee Data.

3. System Behaviour once this is selected:

It is now possible to use either existing Notes or Notes History for Leads.

Q12.Do you want to enable users to edit or delete notes in the note history?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

You may use this scoping question if you wish to enable users to edit or delete Notes that were previously taken in the notes history section.

2. What effect/consequence will this scoping have to the UI?

The History section under the Notes text Box of a Lead will keep record of the notes and allow for modifications.

3. System Behaviour once this is selected:

The note section can be edited as it is now actionable.

Q13.Do you want to keep your Lead’s Sales Area Data (Sales Org, Distribution Channel, Division ETC) when converting a Lead to a Customer?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

This Leads Sales Area Determination question allows the user to add through the selection of the Sales Organization, its corresponding Distribution Channel and Division, valid for the account and employee. It will be defaulted, if the sales area matches from the employee and the account.If multiple matching assignments exist, the user can select the appropriate one.
If you want for this datat to be carried over to the new Customer you wish to create , you may scope this question.

2. What effect/consequence will this scoping have to the UI?

In the QC of the soon-to be created Account, the Sales Area fields will be read-only, and automatically maintained with the data of the Lead.
The newly created Account will have the same sales area data.

3. System Behaviour once this is selected:

The fields "sales org", "division" and "distribution channel" will be automatically filled when converting a lead to a brand new account or to account and contact.
The sales data will persist from the lead to the account.

Q14.Do you want to enable users to specify, per lead, a predetermined combination of sales organization, distribution channel and division?

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT> LEADS

1. For what business scenario should you select this scoping question?

Cloud for Customer has come up with a new functionality which allows defaulting of combined sales area in a sales transaction.
The combined sales area represents combination of Sales Organization, Distribution Channel and Division.
If this question is scoped , it is allowed for the end user to select this combinaison themselves.
selecting the respective scoping question available in Sales Order, Leads, Opportunity, Sales Quote and Activities sections will default the selection.

2. What effect/consequence will this scoping have to the UI?

The sales organization, distribution channel and division field can be edited.

3. System Behaviour once this is selected:

Please check the determination rules in the Business Configuration and Organizational Work Distribution Rules for orders and maintain them as per your requirement. Once this option is scoped in your implementation project, the defaulting of the combined sales area in a sales transaction will happen as per the below sequence:

Combined Sales Area Determination Sequence
1. Intersection of Account Sales Data and Employee Sales Data

Compare match of Sales Organization + Distribution Channel + Division
Compare match of Sales Organization + Distribution Channel
Compare match of Sales Organization

2. Employee Sales Data

3. Intersection of Account Sales Data and Sales Organization of Employee Assignment

4. Account Sales Data

5. Sales Organization of Employee Assignment

More information can be found in the Blog : Combined Sales Area Determination in C4C Sales Transactions

Q15.Do you want to enable users to re-open accepted or declined leads

PATH: BUSINESS CONFIGURATION > EDIT PROJECT SCOPE > QUESTIONS > SALES > LEAD MANAGEMENT > LEADS

1. For what business scenario should you select this scoping question?

By design, once a Lead reaches the status Accepted or Declined, no further status change is possible. Only for Leads which have not been accepted or rejected the status can be changed. However, if you want the users to be revert the status of accepted and declined Leads, you may select this Scoping Question.

2. What effect/consequence will this scoping have to the UI?

When entering edit Mode in a Lead, the statuses “In Process”, “Open” will be actionable

3. System Behaviour once this is selected:

Leads with status "Accepted" and "Declined" , can be edited and revert to former statuses.

Q16. Do you want to enable users to capture registered products in leads?

1. For what business scenario should you select this scoping question?

If you want to enable users to create leads with references to previously sold products through configuration, you may scope this question.
Leads will be created with reference to a registered product/installation point/installed base. This feature can be used in upsell and/or renewal type scenarios wherein a new lead is envisioned with reference to a previously sold product/service.

2. What effect/consequence will this scoping have to the UI?

Registered Products ID and Serial ID
Datasources can be found to report on Leads with References to Registered Products, as well as installation points and installed bases.

3. System Behaviour once this is selected:

Registered Products can be added to Leads
Leads can be created from the Leads tab of a Registered Product.
Leads with reference to Registered Products can be gathered in a Report in the Analytics workcenter.

Keywords

KBA , LOD-CRM-LM , Lead Management , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions

2770263 - Scoping Questions - Lead Management

Symptom

Environment

Cause

Resolution

Keywords

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