Salesperson Workbench Overview

The Salesperson Workbench provides a place for a salesperson to view all of their critical data and to perform common activities.

The form is divided into these sections:

  • Header
  • Pipeline tab
  • Schedule tab
  • Opportunities tab
  • Leads tab
  • Quotes tab
  • Customers tab
Note: You can use the existing Filter - CRM by Salesperson group to prevent a salesperson from viewing other salesperson's pipeline on this form.

Header section

In the Header section, the name of the current salesperson is displayed. If a picture has been added, it is also displayed. Use the header fields and buttons as described here:

  • Select Include Subordinates if the current salesperson is the manager of other salespersons, and you want to include their data as well. This adds the cost from all of the opportunities, leads, quotes, and customers from all subordinate salespersons to the costs of the current salesperson's opportunities.
  • In the Search field, specify a search query to make within Service Management using DataSearch or on the Internet using Bing.
  • Click Create Opportunity to open the Opportunities form and add a new opportunity. If a customer has been selected on the Customers tab, that customer is selected by default on the Opportunities form.
  • Click Create Incident to open the Incident Quick Create form. If a customer has been selected on the Customers tab, that customer is selected by default on the Incident Quick Create form.
  • Click Create Contact to open the Contacts form and add a new contact.

Pipeline tab

The Pipeline tab includes a Sales Pipeline section and a Win/Loss section. The Sales Pipeline section lists the bottom five forecast groups, their total amounts, and their probable amounts. These groups are used to make up the Opportunity Count  funnel.

The Win/Loss section shows a summary of the opportunity count and total wins and losses, displayed month-to-date and year-to-date.

This tab also features an Opportunity Count funnel, which shows the bottom five tiers from the Opportunity Forecast Groups.

Note: If you are not populating all of the tiers, the additional tiers are blank.

Schedule tab

The Schedule tab includes a daily, weekly, or monthly calendar view which shows appointments that are assigned to the partner associated with the current salesperson. Click Create Appointment to open the Scheduled Appointments form, where you can add a new appointment for the partner. You can also double-click on an appointment in the calendar to launch the Scheduled Appointments form filtered for that appointment.

Activities tab

The Activities tab includes a list of the activities where the current salesperson (or their subordinates) is the owner or a participant of the activity. Double-click on a tile in the grid to launch the Activities form, filtered for the selected activity. Use the buttons on this tab as described here:

  • Click Create Activity to open the Activities form, where you can add a new record.
  • Click Create Email to open the Send Email for the Current Object form. The To address is pre-populated with the owner's email address.
  • Click Create Appointment to add a new appointment using the Create Appointment Prompt form.

Opportunities tab

The Opportunities tab includes two critical numbers and a DataView. The Open Opportunities critical number shows the sum of opportunities for the current salesperson where the Convert Date is blank. The Stale Opportunities critical number uses the Last Contact Date to show the sum of opportunities, for the current salesperson, that have not been contacted in the last 90 days. For both critical numbers, if the Include Subordinates check box is selected, the sum includes leads of all subordinate salespersons.

Select one of these opportunities DataView layouts to view:

  • 90 Day Win/Loss Opportunities
  • All Opportunities by Month
  • Open Opportunities by Customer/Company
  • Open Opportunities by Forecast Group
  • Open Opportunities by Month
  • Open Opportunities by Salesperson
  • Open Opportunities by Stage
  • Opportunity Pipeline by Month
  • Opportunity Pipeline by Salesperson
  • Opportunity Win/Loss by Salesperson by Month

Leads tab

The Leads tab includes two critical numbers and a DataView. The Open Leads critical number shows the sum of leads for the current salesperson where the Convert Date is blank. The Stale Leads critical number uses the Last Contact Date to show the sum of leads, for the current salesperson, that have not been contacted in the last 90 days. For both critical numbers, if the Include Subordinates check box is selected, the sum includes leads of all subordinate salespersons.

Select one of these leads DataView layouts to view:

  • 90 Day Lead Activity
  • Leads
  • Leads by Salesperson
  • Leads by Status

Quotes tab

The Quotes tab includes two critical numbers and a DataView. The Open Quotes critical number shows the sum of quotes for the current salesperson where, if the quote is for a service order, the service order is still in estimate status, or if the quote is for an opportunity, the Convert Date is blank. The Expiring Quotes critical number uses the Expiration Date to show the sum of quotes, for the current salesperson, that are due to expire within the next 90 days. For both critical numbers, if the Include Subordinates check box is selected, the sum includes leads of all subordinate salespersons.

Select one of these DataView layouts to view:

  • Customer Quotes
  • Expiring Quotes
  • Quote History
  • Quote Revisions
  • Quotes

Customers tab

The Customers tab shows the Customers DataView, filtered to display only those customers associated with the current salesperson and their subordinates. Optionally, use these DataView actions:

  • Select Create Incident from the Customer Number field to open the Incident Quick Create form, filtered for the current customer.
  • Select Create Event from the Incident Number field to open the Incidents form, filtered for the current incident and event.