diff --git a/content/applications/sales/crm/pipeline/lost_opportunities.rst b/content/applications/sales/crm/pipeline/lost_opportunities.rst index 8a9eebd76..e33e63105 100644 --- a/content/applications/sales/crm/pipeline/lost_opportunities.rst +++ b/content/applications/sales/crm/pipeline/lost_opportunities.rst @@ -2,38 +2,50 @@ Manage lost opportunities ========================= -Not all opportunities result in successful sales. In order to keep the pipeline up to date, lost -opportunities need to be identified. Specifying the reason why an opportunity was lost provides -additional insight that can prove useful for future opportunities. +Not every opportunity results in a successful sale. To keep the pipeline up-to-date, *lost* +opportunities need to be identified. Specifying why an opportunity was lost provides additional +insight that can prove useful for future opportunities. -Mark a lead as lost -=================== +Mark an opportunity as lost +=========================== -To mark a lead as lost, open the :menuselection:`CRM` application, and select a lead from the -pipeline, by clicking on its corresponding kanban card. Doing so reveals that lead's detail form. +To mark an opportunity as lost, first open the :menuselection:`CRM app`, and select an opportunity +from the pipeline, by clicking on its corresponding Kanban card. Doing so reveals that opportunity's +detail form. -Then, click :guilabel:`Lost`, located at the top of the lead's detail form. +Then, click :guilabel:`Lost`, located at the top of the opportunity's detail form. .. image:: lost_opportunities/lost-opps-lost-button.png :align: center :alt: Buttons from the top of an opportunity record with the lost button emphasized. -This opens the :guilabel:`Lost Reason` popup. From the drop-down, choose an existing lost reason. If -no applicable reason is available, create a new one by entering it into the :guilabel:`Lost Reason` -field, and clicking :guilabel:`Create`. +This opens the :guilabel:`Mark Lost` pop-up window. From the :guilabel:`Lost Reason` drop-down menu, +choose an existing lost reason. If no applicable reason is available, create a new one by entering +it into the :guilabel:`Lost Reason` field, and clicking :guilabel:`Create`. -Additional notes and comments can be added below the lost reason designated in the :guilabel:`Lost -Reason` field. +Additional notes and comments can be added below the lost reason in the designated +:guilabel:`Closing Note` field. -When all the desired information has been entered in the :guilabel:`Lost Reason` pop-up window, -click :guilabel:`Submit`. +.. tip:: + Neither the :guilabel:`Lost Reason` field, nor the :guilabel:`Closing Note` field, on the + :guilabel:`Mark Lost` pop-up window are required. However, it is recommended to include this + information for the sake of traceability, accountability, and reporting purposes. + +When all the desired information has been entered in the :guilabel:`Mark Lost` pop-up window, click +:guilabel:`Mark as Lost`. .. image:: lost_opportunities/lost-opps-lost-reason.png :align: center :alt: Lost reasons popup with sample reasons. -Upon clicking :guilabel:`Submit`, the pop-up window disappears, and Odoo returns to the lead detail -form, where a new red :guilabel:`Lost` banner is now present in the upper-right corner of the lead. +After clicking :guilabel:`Mark as Lost`, a red :guilabel:`Lost` banner is added to the upper-right +corner of the opportunity. + +.. image:: lost_opportunities/lost-banner.png + :align: center + :alt: A lost opportunity with the lost banner added. + +.. _crm/lost-reasons: Create/edit lost reasons ======================== @@ -41,54 +53,85 @@ Create/edit lost reasons To create a new lost reason, or edit an existing one, navigate to :menuselection:`CRM app --> Configuration --> Lost Reasons`. -To edit an existing reason, click on the reason that should be modified. When clicked, that reason -becomes highlighted. Once highlighted, change the description of the selected lost reason by editing -the :guilabel:`Description` field. When done, click :guilabel:`Save` in the upper-left corner. +To edit an existing lost reason: -To create a new lost reason, click :guilabel:`Create` in the upper-left corner of the -:guilabel:`Lost Reasons` page. Doing so reveals a new blank line in the :guilabel:`Description` -field. Then, proceed to type in the new lost reason in that new line. Once ready, click -:guilabel:`Save`. +#. Click on the reason to be edited to highlight it. +#. Change the selected lost reason by editing the :guilabel:`Description` field. +#. When finished, click :guilabel:`Save` in the upper-left corner. -Retrieve lost opportunities -=========================== +To create a new lost reason: -To retrieve lost opportunities in Odoo *CRM*, open the :menuselection:`CRM app` to the main -:guilabel:`Pipeline` dashboard. Then, click the :guilabel:`Filters` drop-down menu, located beneath -the search bar. +#. Click :guilabel:`New` in the upper-left corner of the :guilabel:`Lost Reasons` page. +#. In the new blank line, click in the :guilabel:`Description` field, then type the new lost reason. +#. When finished, click :guilabel:`Save`. + +View lost opportunities +======================= + +To retrieve lost opportunities in Odoo *CRM*, open the :menuselection:`CRM app`. On the main +:guilabel:`Pipeline` dashboard, click into the :guilabel:`Search...` bar at the top of the page, and +remove all of the default filters. .. image:: lost_opportunities/lost-opps-lost-filter.png :align: center :alt: Search bar with lost filter emphasized. -From the :guilabel:`Filters` drop-down menu, select the :guilabel:`Lost` option. Upon selecting -:guilabel:`Lost`, only the leads that have been marked as `Lost` appear on the :guilabel:`Pipeline` -page. +Open the :guilabel:`Filters` drop-down menu, by clicking the :guilabel:`🔻(triangle pointed down)` +icon to the right of the :guilabel:`Search...` bar to open the drop-down menu containing +:guilabel:`Filters`, :guilabel:`Group By`, and :guilabel:`Favorites` options, designated into +respective columns. -To filter leads by a specific lost reason, select :menuselection:`Filters --> Add Custom Filter`. -Doing so reveals another drop-down menu with three fields. +Select the :guilabel:`Lost` option from the :guilabel:`Filters` section. Upon selecting +:guilabel:`Lost`, only the opportunities marked as `Lost` appear on the :guilabel:`Pipeline` page. -In the top field drop-down menu, select :guilabel:`Lost Reason`. In the second field drop-down menu, -select :guilabel:`Contains`. Then, in the third field of the :guilabel:`Add Custom Field` sub menu, -type in the specific keyword(s). Lastly, click :guilabel:`Apply`. Upon clicking :guilabel:`Apply`, -Odoo reveals all the lost leads with a reason that contains that specified keyword(s). +Sort opportunities by lost reason +--------------------------------- + +To filter opportunities by a specific lost reason, click the :guilabel:`🔻(triangle pointed down)` +icon to the right of the :guilabel:`Search...` bar again to open the drop-down menu. In addition to +the :guilabel:`Lost` filter, under the :guilabel:`Filters` column, click :guilabel:`Add Custom +Filter`, which opens an :guilabel:`Add Custom Filter` pop-up window. + +On the :guilabel:`Add Custom Filter` pop-up window, click in the first field, and type `Lost Reason` +in the :guilabel:`Search...` bar, or scroll to search through the list to locate it. Then, click +into the next field, and select :guilabel:`=` from the drop-down menu. Click into the third field, +and select a lost reason from the drop-down menu. Finally, click :guilabel:`Add`. .. image:: lost_opportunities/lost-opps-lost-custom-filter.png :align: center :alt: Search bar with custom filter added for lost reason. +.. tip:: + To view results for more than one lost reason, select the operator :guilabel:`is in` in the + second field of the custom filter in the :guilabel:`Add Custom Filter` pop-up window. Choosing + this operator makes it possible to choose multiple lost reasons in the third field. + + .. image:: lost_opportunities/multiple-lost-reasons.png + :align: center + :alt: Add Custom Filter pop-up with multiple lost reasons selected. + Restore lost opportunities ========================== -To restore a lost opportunity, navigate to the main :guilabel:`Pipeline` dashboard on the *CRM* app, -open the :guilabel:`Filters` drop-down menu, and select the :guilabel:`Lost` option. Doing so -reveals all the lost opportunities on the :guilabel:`Pipeline` page. +To restore a lost opportunity, open the :menuselection:`CRM app` to reveal the :guilabel:`Pipeline` +dashboard. Or, navigate to :menuselection:`CRM app --> Sales --> My Pipeline`. From here, click the +:guilabel:`🔻(triangle pointed down)` icon to the right of the :guilabel:`Search...` bar to open the +drop-down menu that contains :guilabel:`Filters`, :guilabel:`Group By`, and :guilabel:`Favorites` +columns. -Then, click on the kanban card of the desired lost opportunity to restore, which opens that lead's -detail form. +Under the :guilabel:`Filters` column, select :guilabel:`Lost`. Doing so reveals all the lost +opportunities on the :guilabel:`Pipeline` page. -From the lost lead's detail form, click :guilabel:`Restore` in the upper-left corner. Doing so -removes the red :guilabel:`Lost` banner from the lead form, signifying the lead has been restored. +.. tip:: + To see all opportunities in the database, remove the default :guilabel:`My Pipeline` filter from + the :guilabel:`Search...` bar. + +Then, click on the Kanban card of the desired lost opportunity to restore, which opens that +opportunity's detail form. + +From the lost opportunity's detail form, click :guilabel:`Restore` in the upper-left corner. Doing +so removes the red :guilabel:`Lost` banner from the opportunity form, signifying the opportunity has +been restored. .. image:: lost_opportunities/lost-opps-restore.png :align: center @@ -100,22 +143,80 @@ Restore multiple opportunities at once To restore multiple opportunities at once, navigate to the main :guilabel:`Pipeline` dashboard in the *CRM* app, open the :guilabel:`Filters` drop-down menu, and select the :guilabel:`Lost` option. -Next, select the list view option, which is represented by the three-line :guilabel:`☰ (list)` icon -in the upper-right corner. Doing so places all the leads from the :guilabel:`Pipeline` page in a -list form. With the list form chosen, select the checkbox to the left of each desired -opportunity/lead to be restored. +Next, select the list view option, represented by the :guilabel:`≣ (list)` icon in the upper-right +corner. Doing so places all the opportunities from the :guilabel:`Pipeline` page in a list view. +With the list view chosen, select the checkbox to the left of each opportunity to be restored. -Once the desired opportunities/leads have been selected, click the :guilabel:`⚙️ Action (gear)` -drop-down menu at the top of the :guilabel:`Pipeline` page. From the :guilabel:`⚙️ Action (gear)` -drop-down menu, select :guilabel:`Unarchive`. +Once the desired opportunities have been selected, click the :guilabel:`⚙️ Actions` drop-down menu +at the top of the :guilabel:`Pipeline` page. From the :guilabel:`⚙️ Actions` drop-down menu, select +:guilabel:`Unarchive`. -Doing so removes those selected lost opportunities from the :guilabel:`Pipeline` page because they -no longer fit into the `Lost` filter criteria. To reveal these newly-restored leads, delete the -`Lost` filter from the search bar. +Doing so removes those selected opportunities from the :guilabel:`Pipeline` page because they no +longer fit the :guilabel:`Lost` filter criteria. Delete the :guilabel:`Lost` filter from the search +bar to reveal these newly-restored opportunities. .. image:: lost_opportunities/lost-opps-unarchive.png :align: center :alt: Action button from list view with the Unarchive option emphasized. +Manage lost leads +================= + +If *Leads* are enabled on a database, they can be marked as *lost* in the same manner as +opportunities. Leads use the same :ref:`lost reasons ` as opportunities. + +.. note:: + To enable leads, navigate to :menuselection:`CRM app --> Configuration --> Settings` and check + the :guilabel:`Leads` checkbox. Then, click :guilabel:`Save`. This adds a new :guilabel:`Leads` + menu to the header menu bar at the top of the page. + +Mark a lead as lost +------------------- + +To mark a lead as lost, navigate to :menuselection:`CRM app --> Leads`, and select a lead from the +list. Doing so reveals that lead's detail form. + +Then, click :guilabel:`Lost`, located at the top of the lead's detail form. + +This opens the :guilabel:`Mark Lost` pop-up window. From the :guilabel:`Lost Reason` drop-down menu, +choose an existing lost reason. If no applicable reason is available, create a new one by entering +it into the :guilabel:`Lost Reason` field, and clicking :guilabel:`Create`. + +Additional notes and comments can be added below the lost reason designated in the +:guilabel:`Closing Note` field. + +When all the desired information has been entered in the :guilabel:`Mark Lost` pop-up window, click +:guilabel:`Mark as Lost`. + +Restore lost leads +------------------ + +To restore a lost lead, navigate to :menuselection:`CRM app --> Leads`, then click the :guilabel:`🔻 +(triangle pointed down)` icon to the right of the :guilabel:`Search...` bar to open the drop-down +menu that contains the :guilabel:`Filters`, :guilabel:`Group By`, and :guilabel:`Favorites` columns. + +Under the :guilabel:`Filters` column, select :guilabel:`Lost`. Doing so reveals all the lost leads +on the :guilabel:`Leads` page. + +Then, click on the desired lost lead to restore, which opens that lead's detail form. + +From the lost lead's detail form, click :guilabel:`Restore` in the upper-left corner. Doing so +removes the red :guilabel:`Lost` banner from the lead form, signifying the lead has been restored. + +Restore multiple leads at once +------------------------------ + +To restore multiple leads at once, navigate to :menuselection:`CRM app --> Leads`, open the +:guilabel:`Filters` drop-down menu, and select the :guilabel:`Lost` option. Select the checkbox to +the left of each lead to be restored. + +Once the desired leads have been selected, click the :guilabel:`⚙️ Actions` drop-down menu at the +top of the :guilabel:`Leads` page. From the :guilabel:`⚙️ Actions` drop-down menu, select +:guilabel:`Unarchive`. + +Doing so removes those selected leads from the :guilabel:`Leads` page because they no longer fit the +:guilabel:`Lost` filter criteria. Delete the :guilabel:`Lost` filter from the :guilabel:`Search...` +bar to reveal these newly-restored leads. + .. seealso:: :doc:`../performance/win_loss` diff --git a/content/applications/sales/crm/pipeline/lost_opportunities/lost-banner.png b/content/applications/sales/crm/pipeline/lost_opportunities/lost-banner.png new file mode 100644 index 000000000..695ebdb85 Binary files /dev/null and b/content/applications/sales/crm/pipeline/lost_opportunities/lost-banner.png differ diff --git a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-button.png b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-button.png index 0ff4ea325..8ab5a61bf 100644 Binary files a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-button.png and b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-button.png differ diff --git a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-custom-filter.png b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-custom-filter.png index b82245bc0..c42c337e6 100644 Binary files a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-custom-filter.png and b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-custom-filter.png differ diff --git a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-filter.png b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-filter.png index 6dcb5c8ee..dc6082fda 100644 Binary files a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-filter.png and b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-filter.png differ diff --git a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-reason.png b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-reason.png index 1b0d2d5cf..d069d1c73 100644 Binary files a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-reason.png and b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-lost-reason.png differ diff --git a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-restore.png b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-restore.png index 3233a9d7d..42ec700a8 100644 Binary files a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-restore.png and b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-restore.png differ diff --git a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-unarchive.png b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-unarchive.png index abbc9bd26..0c4512d34 100644 Binary files a/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-unarchive.png and b/content/applications/sales/crm/pipeline/lost_opportunities/lost-opps-unarchive.png differ diff --git a/content/applications/sales/crm/pipeline/lost_opportunities/multiple-lost-reasons.png b/content/applications/sales/crm/pipeline/lost_opportunities/multiple-lost-reasons.png new file mode 100644 index 000000000..8081913b0 Binary files /dev/null and b/content/applications/sales/crm/pipeline/lost_opportunities/multiple-lost-reasons.png differ