Quick Opportunity Creation

Overview

A call center representative may take a phone call from a consumer not knowing if they are experiencing a problem or wanting an estimate for a new service. The Incident entry process allows a call to trigger the creation of a sales opportunity.

You can create an opportunity using the cross-reference functionality of an incident. When a request comes into the call center for a new sales opportunity, all the information gathered on the incident can be easily transferred to the opportunity to assist the sales representative.

After an incident is entered, you can create an opportunity using the cross-reference option. The way the opportunity is populated varies based on the information collected on the Incidents form.

Customer and contact information entered on the incident is set on the new opportunity, and the salesperson assigned to that customer is assigned to the opportunity. Opportunities for existing customers are set to type Customer.

When customer information is not populated, it is assumed that this opportunity is for a new prospect. Prospect information triggers the creation of a new company record with the opportunity type set to Company. To assign a salesperson to this opportunity, set the salesperson as the owner of the incident before you perform the cross-reference.

If the incident contains details about the item or unit when the opportunity is created, the information is used to create lines on the opportunity.

This table details how the opportunity fields are populated upon creation:

Opportunity Field	Value
Type	Company for prospects Customer for existing customers
Customer	Company number or customer number
Name	Incident description
Region	Incident region
Salesperson	Incident owner when the opportunity is set to Company Salesperson associated with the customer when the opportunity is set to Customer
Contact	Contact from the incident

Use the Incident Quick Create form to cross-reference to a sales order, service order, and opportunity. Creating any of these records from the Incident Quick Create form follows the same business rules as if it were created from the Incidents form.

You can also use the cross-reference functionality to create an opportunity from an incident event.