[ADD] CRM: Merge Leads and Opps
closes odoo/documentation#8512
X-original-commit: 83d105c067
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: Sam Lieber (sali) <36018073+samueljlieber@users.noreply.github.com>
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@ -9,3 +9,4 @@ Organize the pipeline
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pipeline/lost_opportunities
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pipeline/multi_sales_team
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pipeline/merge_similar
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115
content/applications/sales/crm/pipeline/merge_similar.rst
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115
content/applications/sales/crm/pipeline/merge_similar.rst
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@ -0,0 +1,115 @@
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=====================================
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Merge similar leads and opportunities
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=====================================
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Odoo automatically detects similar *leads* and *opportunities* within the *CRM* app. Identifying
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these duplicated records allows them to be merged without losing any information in the process.
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Not only does this help keep the *pipeline* organized, but it also prevents customers from being
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contacted by more than one salesperson.
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.. note::
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When merging opportunities, no information is lost. Data from the other opportunity is logged in
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the chatter, and the information fields, for reference.
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Identify similar leads and opportunities
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========================================
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Similar leads and opportunities are identified by comparing the *email address* and *phone number*
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of the associated contact. If a similar lead/opportunity is found, a *Similar Leads* smart button
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appears at the top of the lead (or opportunity) record.
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.. image:: merge_similar/similar-smart-button.png
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:align: center
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:alt: An opportunity record with emphasis on the Similar Leads smart button.
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Comparing similar leads and opportunities
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-----------------------------------------
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To compare the details of similar leads/opportunities, navigate to :menuselection:`CRM app -->
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Pipeline` or :menuselection:`CRM app --> Leads`. Open a lead or opportunity, and click the
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Doing so opens a Kanban view that only displays similar leads/opportunities. Click on a card to view
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the details for the lead/opportunity, and confirm if they should be merged.
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Merging similar leads and opportunities
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=======================================
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.. important::
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When merging, Odoo gives priority to whichever lead/opportunity was created in the system first,
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merging the information into the first created lead/opportunity. However, if a lead and an
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opportunity are being merged, the resulting record is referred to as an opportunity, regardless
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of which record was created first.
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After confirming that the leads/opportunities should be merged, return to the Kanban view using the
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breadcrumb link, or by clicking the :guilabel:`Similar Leads` smart button. Click the :guilabel:`≣
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(view list)` icon to change to list view.
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Check the box on the left of the page for the leads/opportunities to be merged. Then, click the
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:guilabel:`⚙️ Actions` icon at the top of the page, to reveal a drop-down menu. From that drop-down
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menu, select the :guilabel:`Merge` option to merge the selected opportunities or leads.
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When :guilabel:`Merge` is selected from the :guilabel:`⚙️ Actions` drop-down menu, a
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:guilabel:`Merge` pop-up modal appears. In that pop-up modal, under the :guilabel:`Assign
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opportunities to` heading, select a :guilabel:`Salesperson` and :guilabel:`Sales Team` from the
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appropriate drop-down menus.
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Below those fields, the leads/opportunities to merge are listed, along with their related
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information. To merge those selected leads/opportunities, click :guilabel:`Merge`.
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.. image:: merge_similar/select-merge.png
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:align: center
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:alt: List of similar leads and opportunities selected for merge in the CRM app.
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.. danger::
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Merging is an irreversible action. Do **not** merge leads/opportunities unless absolutely certain
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they should be combined.
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When leads/opportunities should not be merged
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=============================================
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There may be instances where a similar lead or opportunity is identified, but should *not* be
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merged. These circumstances vary, based on the processes of the sales team and organization. Some
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potential scenarios are listed below.
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Lost leads
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----------
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If a lead/opportunity has been marked as :doc:`lost <lost_opportunities>`, it can still be merged
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with an active lead or opportunity. The resulting lead/opportunity is marked active, and added to
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the pipeline.
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Different contact within an organization
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----------------------------------------
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Leads/opportunities from the same organization, but with different points of contact, may not have
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the same needs. In this case, it is beneficial to *not* merge these records, though assigning the
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same salesperson, or sales team, can prevent duplicated work and miscommunication.
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Existing duplicates with more than one salesperson
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--------------------------------------------------
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If more than one lead/opportunity exists in the database, there may be multiple salespeople assigned
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to them, who are actively working on them independently. While these leads/opportunities may need
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to be managed separately, it is recommended that any affected salespeople be tagged in an internal
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note for visibility.
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Contact information is similar but not exact
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--------------------------------------------
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Similar leads and opportunities are identified by comparing the email addresses and phone numbers of
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the associated contacts. However, if the email address is *similar*, but not *exact*, they may need
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to remain independent.
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.. example::
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Three different leads were added to the pipeline and assigned to different salespeople. They
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were identified as *Similar Leads* due to the email addresses of the contacts.
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Two of the leads appear to come from the same individual, `Robin`, and have identical email
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addresses. These leads should be merged.
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The third lead has the same email domain, but the address is different, as is the contact name.
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While this lead is most likely from the same organization, it is from a different contact, and
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should **not** be merged.
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.. image:: merge_similar/contact-info-example.png
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:align: center
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:alt: List of similar leads with emphasis on the contact information in the CRM app.
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