[IMP] CRM: update lost opps 17.0

closes odoo/documentation#8577

X-original-commit: b28e3073d1
Signed-off-by: Samuel Lieber (sali) <sali@odoo.com>
Signed-off-by: Jessica Rogers (jero) <jero@odoo.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>
Co-authored-by: ksc-odoo <73958186+ksc-odoo@users.noreply.github.com>

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
+Not every opportunity results in a successful sale. To keep the pipeline up-to-date, *lost*
-opportunities need to be identified. Specifying the reason why an opportunity was lost provides
+opportunities need to be identified. Specifying why an opportunity was lost provides additional
-additional insight that can prove useful for future opportunities.
+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
+To mark an opportunity as lost, first open the :menuselection:`CRM app`, and select an opportunity
-pipeline, by clicking on its corresponding kanban card. Doing so reveals that lead's detail form.
+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
+This opens the :guilabel:`Mark Lost` pop-up window. From the :guilabel:`Lost Reason` drop-down menu,
-no applicable reason is available, create a new one by entering it into the :guilabel:`Lost Reason`
+choose an existing lost reason. If no applicable reason is available, create a new one by entering
-field, and clicking :guilabel:`Create`.
+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
+Additional notes and comments can be added below the lost reason in the designated
-Reason` field.
+:guilabel:`Closing Note` field.
 
-When all the desired information has been entered in the :guilabel:`Lost Reason` pop-up window,
+.. tip::
-click :guilabel:`Submit`.
+   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
+After clicking :guilabel:`Mark as Lost`, a red :guilabel:`Lost` banner is added to the upper-right
-form, where a new red :guilabel:`Lost` banner is now present in the upper-right corner of the lead.
+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
+To edit an existing lost 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 create a new lost reason, click :guilabel:`Create` in the upper-left corner of the
+#. Click on the reason to be edited to highlight it.
-:guilabel:`Lost Reasons` page. Doing so reveals a new blank line in the :guilabel:`Description`
+#. Change the selected lost reason by editing the :guilabel:`Description` field.
-field. Then, proceed to type in the new lost reason in that new line. Once ready, click
+#. When finished, click :guilabel:`Save` in the upper-left corner.
-:guilabel:`Save`.
 
-Retrieve lost opportunities
+To create a new lost reason:
-===========================
 
-To retrieve lost opportunities in Odoo *CRM*, open the :menuselection:`CRM app` to the main
+#. Click :guilabel:`New` in the upper-left corner of the :guilabel:`Lost Reasons` page.
-:guilabel:`Pipeline` dashboard. Then, click the :guilabel:`Filters` drop-down menu, located beneath
+#. In the new blank line, click in the :guilabel:`Description` field, then type the new lost reason.
-the search bar.
+#. 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
+Open the :guilabel:`Filters` drop-down menu, by clicking the :guilabel:`🔻(triangle pointed down)`
-:guilabel:`Lost`, only the leads that have been marked as `Lost` appear on the :guilabel:`Pipeline`
+icon to the right of the :guilabel:`Search...` bar to open the drop-down menu containing
-page.
+: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`.
+Select the :guilabel:`Lost` option from the :guilabel:`Filters` section. Upon selecting
-Doing so reveals another drop-down menu with three fields.
+: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,
+Sort opportunities by lost reason
-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).
+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,
+To restore a lost opportunity, open the :menuselection:`CRM app` to reveal the :guilabel:`Pipeline`
-open the :guilabel:`Filters` drop-down menu, and select the :guilabel:`Lost` option. Doing so
+dashboard. Or, navigate to :menuselection:`CRM app --> Sales --> My Pipeline`. From here, click the
-reveals all the lost opportunities on the :guilabel:`Pipeline` page.
+: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
+Under the :guilabel:`Filters` column, select :guilabel:`Lost`. Doing so reveals all the lost
-detail form.
+opportunities on the :guilabel:`Pipeline` page.
 
-From the lost lead's detail form, click :guilabel:`Restore` in the upper-left corner. Doing so
+.. tip::
-removes the red :guilabel:`Lost` banner from the lead form, signifying the lead has been restored.
+   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
+Next, select the list view option, represented by the :guilabel:`≣ (list)` icon in the upper-right
-in the upper-right corner. Doing so places all the leads from the :guilabel:`Pipeline` page in a
+corner. Doing so places all the opportunities from the :guilabel:`Pipeline` page in a list view.
-list form. With the list form chosen, select the checkbox to the left of each desired
+With the list view chosen, select the checkbox to the left of each opportunity to be restored.
-opportunity/lead to be restored.
 
-Once the desired opportunities/leads have been selected, click the :guilabel:`⚙️ Action (gear)`
+Once the desired opportunities have been selected, click the :guilabel:`⚙️ Actions` drop-down menu
-drop-down menu at the top of the :guilabel:`Pipeline` page. From the :guilabel:`⚙️ Action (gear)`
+at the top of the :guilabel:`Pipeline` page. From the :guilabel:`⚙️ Actions` drop-down menu, select
-drop-down menu, select :guilabel:`Unarchive`.
+:guilabel:`Unarchive`.
 
-Doing so removes those selected lost opportunities from the :guilabel:`Pipeline` page because they
+Doing so removes those selected opportunities from the :guilabel:`Pipeline` page because they no
-no longer fit into the `Lost` filter criteria. To reveal these newly-restored leads, delete the
+longer fit the :guilabel:`Lost` filter criteria. Delete the :guilabel:`Lost` filter from the search
-`Lost` filter from the search bar.
+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 <crm/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`