Understanding the December 2012 Service Update – Part 2

Understanding the December 2012 Service Update – Part 2

Sales Process (Lead to Opportunity)

Some significant improvements have been made in this area. The Lead to Opportunity Process is much more integrated and seamless. Take for example this simple 4 Stage Sales Process in the screen shots below. The Qualify stage is handled in the Lead and the other 3 stages are handled in the Opportunity.

In the New UX, if you open up a Lead it shows it in the 1st Stage of the Sales Process versus if you open up an Opportunity it shows it in one of the other 3 Stages. You can move back and forth between Lead and Opportunity data without having to switch back and forth by having to open and close the forms. Simply clicking on the Stage will render the relevant data. This alone is a much improved experience for Users that work with both Leads and Opportunities.

Lead Record

There are some great new features on Leads including:

Lead Process – this new layout helps the user focus on the qualification steps that the organization would like followed to successfully qualify a new lead

Qualification Process – allows you to check for an "Existing Account" or "Existing Contact" based on Duplicate Detection Settings and Search. The "Qualification Window" is also now gone so if you have put in a custom qualification process, you need to be aware of this change.

Bing Maps are embedded on the form. You can click on the map to go out to Bing to get driving directions.

Activities (both Open and Closed) are now on 1 Tab in the Navigation

The Lead record has always been the starting point for qualifying a New Inquiry. The New UX makes the process more seamless and less confusing for any new Users to CRM that are still getting the Concepts of Lead, Account, Contact and Opportunity down.

If your organization is not using Scripts or Partner Solutions like InsideView for Social Data on the Lead, then it is a good option to look at the New UX for the following Users:

New UX Classic UX
Executive X
Manager X X
User X X
iPad Access X

Opportunity Record

There are some great new features on Opportunities including:

Opportunity Process – this new layout helps the user focus on the qualification steps that the organization would like followed to successfully manage an Opportunity to Close

Connections on the Form – the New UX has made it easy to add:

  1. Stakeholders – Contacts in CRM that play a role in the Sale (ie Decision Maker)
  2. Sales Teams – Users in CRM that are playing a role in the Sale (ie Industry Expert)
  3. Competitors – Competitors in CRM that are also competing for the Sale

The Opportunity record has always been the key record for tracking the Deal. The New UX makes the process more seamless and less confusing for any User that is using both Lead and Opportunity.

If your organization is not using Scripts then it is a good option to look at the New UX for the following Users:

New UX Classic UX
Executive X
Manager X X
User X X
iPad Access X

Account Record

In addition to the general updates, there are a couple of specific features on Accounts including:

Bing Maps are embedded on the form. You can click on the map to go out to Bing to get driving directions.

Activities (both Open and Closed) are now on 1 Tab in the Navigation

The Account record has always been the "Portal" for what is going on with the relationship for a given Customer. For many users, this is the primary place to start for an existing Customer, drill into existing data, add new Records and get a picture of what is going on with the Account. Given that the New UX does not support Script, adding Associated Records (like Contacts, Opportunities or Cases), Charts and Partner solutions like InsideView, we would focus the rollout for the New UX as follows:

New UX Classic UX
Executive X
Manager X
User X
iPad Access X

Contact Record

In addition to the general updates, there are a couple of specific features on Contacts including:

Bing Maps are embedded on the form. You can click on the map to go out to Bing to get driving directions.

Activities (both Open and Closed) are now on 1 Tab in the Navigation

If your organization is not using Scripts or Partner Solutions like InsideView for Social Data on the Contact, then it is a good option to look at the New UX for the following Users:

New UX Classic UX
Executive X
Manager X X
User X X
iPad Access X

Service Process – Cases

There are some great new features for the Service Process including:

Identify Customer and Case – When you Create a Case, you can look for the Customer and then easily look to see if there are any existing Cases

Find Similar Cases – Based on the Subject Type or a Search, you can look for a related Case, view activities and associate it to the existing Case to help resolve the existing Issue quicker

Relevant Customer Data

  1. Customer Details – pulls data from the Account and Contact
  2. Recent Cases – see any Recent Cases for this Customer
  3. Recent Activities – see any recent Activities for this Customer (whether related to the Case or not)

Resolve Case – the process is now easier to do and does not require you to fill out a "Resolution" text field

If your organization is not using Scripts on the Case, then it is a good option to look at the New UX for the following Users:

New UX Classic UX
Executive X
Manager X X
User X X
iPad Access X

Overall, the New UX has some great advantages. Ultimately, each CRM Customer will need to evaluate whether the New UX works for some or all of their business processes before implementing it in their CRM instance.

Read: Understanding the December 2012 Service Update – Part 1


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