diff --git a/content/applications/sales/crm/optimize/utilize_activities.rst b/content/applications/sales/crm/optimize/utilize_activities.rst index 98d814fbf..4190a5273 100644 --- a/content/applications/sales/crm/optimize/utilize_activities.rst +++ b/content/applications/sales/crm/optimize/utilize_activities.rst @@ -13,7 +13,7 @@ view of an application. Planned Activities for Leads and Opportunities. Activity types --------------- +============== A set of preconfigured activity types is available in the *CRM* app. To view the list of available activity types, navigate to the :menuselection:`CRM app --> Configuration --> Activity Types`. @@ -39,8 +39,10 @@ The preconfigured activity types for the *CRM* app are as follows: If other applications are installed, such as *Sales* or *Accounting*, other activity types are made available in the *CRM* app. +.. _crm/create-new-activity-type: + Create a new activity type -~~~~~~~~~~~~~~~~~~~~~~~~~~ +-------------------------- To create a new activity type, click :guilabel:`New` at the top-left of the page to open a blank form. @@ -48,10 +50,10 @@ form. At the top of the form, start by choosing a :guilabel:`Name` for the new activity type. Activity settings -***************** +~~~~~~~~~~~~~~~~~ Action -^^^^^^ +****** The *Action* field specifies the intent of the activity. Some actions trigger specific behaviors after an activity is scheduled. @@ -72,14 +74,14 @@ after an activity is scheduled. installed in the database. Default user -^^^^^^^^^^^^ +************ To automatically assign this activity to a specific user when this activity type is scheduled, choose a name from the :guilabel:`Default User` drop-down menu. If this field is left blank, the activity is assigned to the user who creates the activity. Default summary -^^^^^^^^^^^^^^^ +*************** To include notes whenever this activity type is created, enter them into the :guilabel:`Default Summary` field. @@ -90,13 +92,13 @@ Summary` field. scheduled or saved. Next activity -************* +~~~~~~~~~~~~~ To automatically suggest, or trigger, a new activity after an activity has been marked complete, the :guilabel:`Chaining Type` must be set. Suggest next activity -^^^^^^^^^^^^^^^^^^^^^ +********************* In the :guilabel:`Chaining Type` field, select :guilabel:`Suggest Next Activity`. Upon doing so, the field underneath changes to: :guilabel:`Suggest`. Click the :guilabel:`Suggest` field drop-down menu @@ -125,7 +127,7 @@ When all configurations are complete, click :guilabel:`Save`. :alt: A schedule activity pop-up with emphasis on the recommended activities. Trigger next activity -^^^^^^^^^^^^^^^^^^^^^ +********************* Setting the :guilabel:`Chaining Type` to :guilabel:`Trigger Next Activity` immediately launches the next activity once the previous one is completed. @@ -149,7 +151,7 @@ When all configurations are complete, click :guilabel:`Save`. :guilabel:`Trigger` field. Activity tracking ------------------ +================= To keep the pipeline up to date with the most accurate view of the status of activities, as soon as a lead is interacted with, the associated activity should be marked as *Done*. This ensures the next @@ -159,67 +161,94 @@ past due activities. The pipeline is most effective when it is kept up-to-date and accurate to the interactions it is tracking. +.. _crm/activity-plans: + Activity plans --------------- +============== -Activity types with the *Chaining Type* set to *Trigger New Activity* provide the opportunity to -preplan a sequence of customized activities. Once an activity is marked as *Done*, the next activity -is automatically scheduled. +*Activity plans* are preconfigured sequences of activities. When an activity plan is launched, every +activity in the sequence is scheduled automatically. -The *Chaining Type* setting on an activity type provides the opportunity to preplan a sequence of -events, that can aide in the sales process. +To create a new plan, navigate to :menuselection:`CRM app --> Configuration --> Activity Plan`. +Click :guilabel:`New` at the top-left of the page to open a blank :guilabel:`Lead Plans` form. + +Enter a name for the new plan in the :guilabel:`Plan Name` field. On the :guilabel:`Activities to +Create` tab, click :guilabel:`Add a line` to add a new activity. + +Select an :guilabel:`Activity Type` from the drop-down menu. Click :guilabel:`Search More` to see a +complete list of available activity types, or to create a :ref:`new one +`. + +Next, in the :guilabel:`Summary` field, enter any details to describe the specifics of the activity, +including instructions for the salesperson or information due upon the completion of the activity. +The contents of this field are included with the scheduled activity, and can be edited later. + +In the :guilabel:`Assignment` field, select one of the following options: + + - :guilabel:`Ask at launch`: activities are assigned to a user when the plan is scheduled. + - :guilabel:`Default user`: activities are always assigned to a specific user. + +If :guilabel:`Default user` is selected in the :guilabel:`Assignment` field, choose a user in the +:guilabel:`Assigned to` field. + +.. tip:: + Activity plans can feature activities that are assigned to default users and users assigned at + the plan launch. + + .. image:: utilize_activities/create-activity-plan.png + :align: center + :alt: A Lead Plan form with scheduled activities. + +Next, configure the timeline for the activity. Activities can be scheduled to occur either before +the plan date or after. Use the :guilabel:`Interval` and :guilabel:`Units` fields to set the +deadline for this activity. Lastly, in the :guilabel:`Trigger` field, select whether the activity +should occur before or after the plan date. .. example:: - A salesperson adds a new lead to their pipeline, and schedules an *Email* activity for the - following day. The email activity type is configured with the following settings: + An activity plan is created to handle high priority leads. Specifically, these leads should be + contacted quickly, with a meeting scheduled within two days of the initial contact. The plan is + configured with the following activities: - - :guilabel:`Chaining Type`: `Suggest Next Activity` - - :guilabel:`Suggest`: `Call`, `Meeting` - - :guilabel:`Schedule`: `2 days after previous activity deadline` + - Email two days **before** plan date + - Meeting zero days **before** plan date + - Make quote three days **after** plan date + - Upload document three days **after** plan date + - Follow-up five days **after** plan date - After sending an email to the lead, the salesperson clicks :guilabel:`DONE & SCHEDULE NEXT` on - the :guilabel:`Schedule Activity` pop-up window. This opens a new pop-up window, where the - suggested next activities are listed as recommendations for next steps. + This sets the *plan date* as the meeting deadline, which is the objective of the plan. Before + that date, there is lead time to contact the customer and prepare for the meeting. After that + date, the salesperson has time to create a quote, upload the document, and follow-up. - .. image:: utilize_activities/recommended-activities.png - :align: center - :alt: Schedule an activity pop-up window with recommended activities. +Repeat these steps for each activity included in the plan. -The *suggested* or *triggered* activities may vary, depending on a variety of factors. See below -for some suggested sequences: +Launch an activity plan +----------------------- -.. tabs:: +To launch an activity plan on a *CRM* opportunity, navigate to :menuselection:`CRM app` and click on +the Kanban card of an opportunity to open it. - .. tab:: Sample #1 +At the top-right of the chatter, click :guilabel:`Activities` to open the :guilabel:`Schedule +Activity` pop-up window. - - A salesperson adds a lead to the pipeline and schedules an *email* activity. - - The *email* activity suggests scheduling a *call* or a *meeting* within two days of the - previous deadline. - - Both the *call* and the *meeting* activities trigger a *create quote* activity. - - After the quote is sent, a *follow-up on quote* activity is scheduled within five days. +In the :guilabel:`Plan` field, select the desired activity plan to launch. This generates a +:guilabel:`Plan summary`, listing out the activities included in the plan. Select a :guilabel:`Plan +Date` using the calendar popover. This updates the :guilabel:`Plan summary` with deadlines based on +the intervals configured on the :ref:`activity plan `. - .. tab:: Sample #2 +Select a user in the :guilabel:`Assigned To` field. This user is assigned to any of the activities +on the plan were configured with :guilabel:`Ask at launch` in the :guilabel:`Assignment` field. - - A lead is :doc:`added to the pipeline <../acquire_leads/generate_leads>` through the - website's contact form. The salesmanager assigns a salesperson and schedules an activity - for a *call*. - - The *call* activity triggers an *upload document* activity, so the salesperson can send over - a proposal after a successful phone call. - - The *upload document* activity suggests scheduling a *request signature* activity or a - *meeting*. The salesperson chooses to schedule a meeting. +.. image:: utilize_activities/schedule-activity-plan.png + :align: center + :alt: The schedule activity pop-up window with an Activity plan selected. - .. tab:: Sample #3 +Click :guilabel:`Schedule`. - - A salesmanager notices several of their salespeople are neglecting to follow-up on their - leads in a timely manner. As a result, high-value targets are not receiving adequate - attention. - - The salesmanager creates a new activity type, titled *follow-up*, which is configured with - the :guilabel:`Action` set to :guilabel:`Reminder`. - - The salesmanager adds *follow-up* as the next activity triggered or suggested to all of - their teams activities. - - After a salesperson schedules an *email* activity, a *follow-up* activity is scheduled for - the next day. After they schedule a *meeting* activity, a *follow-up* activity is scheduled - two days later. +The details of the plan are added to the chatter, in addition to each of the activities. + +.. image:: utilize_activities/activity-plan-chatter.png + :align: center + :alt: The chatter thread of a CRM opportunity with a launched activity plan. .. seealso:: - :doc:`Activities ` diff --git a/content/applications/sales/crm/optimize/utilize_activities/activity-plan-chatter.png b/content/applications/sales/crm/optimize/utilize_activities/activity-plan-chatter.png new file mode 100644 index 000000000..6582cdc0e Binary files /dev/null and b/content/applications/sales/crm/optimize/utilize_activities/activity-plan-chatter.png differ diff --git a/content/applications/sales/crm/optimize/utilize_activities/create-activity-plan.png b/content/applications/sales/crm/optimize/utilize_activities/create-activity-plan.png new file mode 100644 index 000000000..ae6a58558 Binary files /dev/null and b/content/applications/sales/crm/optimize/utilize_activities/create-activity-plan.png differ diff --git a/content/applications/sales/crm/optimize/utilize_activities/recommended-activities.png b/content/applications/sales/crm/optimize/utilize_activities/recommended-activities.png deleted file mode 100644 index 8ebad0665..000000000 Binary files a/content/applications/sales/crm/optimize/utilize_activities/recommended-activities.png and /dev/null differ diff --git a/content/applications/sales/crm/optimize/utilize_activities/schedule-activity-plan.png b/content/applications/sales/crm/optimize/utilize_activities/schedule-activity-plan.png new file mode 100644 index 000000000..a3114e261 Binary files /dev/null and b/content/applications/sales/crm/optimize/utilize_activities/schedule-activity-plan.png differ