Understand opportunity management

Who can use this feature?

Opportunities represent deals in progress. Opportunity records track details about deals, including which accounts they’re for, the type of opportunity, and the amount of potential value.

Unlike managing opportunities collections, Totango opportunity management allows you to manage opportunities as their own distinct object. The Totango opportunity object allows you to add new opportunities, view opportunity profiles, and use opportunities in segmentation engines throughout Totango—including segments, SuccessPlays, campaigns, health, and more.

Configure opportunity management

The Totango opportunity object is set up as reserved account type with system-level features that are not available for custom account types. Once this premium feature is enabled, several areas in the Totango UI include new options for global admins to configure opportunity management for your teams within Settings.

  1. Rapid insight form: Create a new opportunity form (Customer Engagement > Rapid Insight Forms) if you want your team to add opportunities from within the UI.
  2. Integration*: If you want to bring opportunity records into Totango from another system (or export out of Totango), set up a local file or Salesforce integration.
  3. Account profile: Enable the Opportunities widget on parent account profiles (Account profile > Settings > Medium Widgets (Left) > Opportunity).
  4. Permissions: Set permissions for who can create new opportunities (User Management > Application Permissions > Create New Opportunities). 

    To allow creation of new opportunities, you must also complete step 5 below to grant individual team access to opportunity records.

  5. Teams: Update team settings to grant access to opportunity records (User Management > Teams > Account Set).
  6. Health: Add your opportunity account type to an existing health profile, or create a new profile to apply to the "Opportunity" account type. (You can have only one health profile for this account type.) Leverage Totango opportunity attributes as roll-up metrics for parent-level profiles. 
  7. Opportunity profile: Once a new opportunity exists, customize the layout of the opportunity profile as needed (e.g., remove widgets that do not apply). See more.

*Integration with a data file for opportunity management is not currently supported.

 

Additionally, a set of automatic system attributes and assignment roles will be generated. 

Totango opportunity attributes

Totango opportunity attributes include the following:

Attribute / Type Description
Totango Opportunity Name
Text		 Identifies the opportunity in segmentation and the opportunity profile view. Must be a unique name.
Totango Opportunity Type
List 		Identifies the type of opportunity to use for sorting. Opportunity types are customizable in Data Modeler. Default types include: Upsell, cross sell, renewal, new customer, and downgrade.
Totango Opportunity Value
Currency		 Define the value of the opportunity. Currency and format is customizable in Data Modeler.
Totango Opportunity Close Date
Date		 Define the expected close date of the opportunity.
Totango Opportunity Stage
Lifecycle 		Define the stage each opportunity is in as it progresses toward one or more end stages (e.g., Closed Won, Closed Lost). Totango automatically tracks days in opportunity stage, which you can use in segmentation engines.

Opportunity ID (i.e., Account ID) is generated automatically at the time of opportunity creation and is not available for management within Data Modeler. Associating an account to an opportunity is optional and managed by parent ID. Refer to enterprise health calculation for how you want parent account health reflected.

Totango opportunity assignment

Totango opportunity team roles are system roles and not visible in User Management. These roles are required for opportunity creation. They include the following:

Team Role Description
Totango Opportunity Created By Identifies the Totango user who created the opportunity. Automatically applied to new opportunities.
Totango Opportunity Owner Identifies the Totango user who is responsible for driving the opportunity and is the default for associated tasks. Required field on a new opportunity.

Key areas of opportunity management

The following areas are available when Totango opportunity management is configured.

  1. Opportunity form
    • Totango users can create new opportunities from the quick actions bar (+) in My Portfolio or from the Opportunities widget in an account profile.

    Notes: Global admins (or users with advanced permissions) must create a new opportunity form to allow opportunity creation from within the Totango UI. Users must have application permissions to create opportunities. Admins may also create an integration to bring opportunities into Totango from a local file or Salesforce (or export opportunities out).

  2. Opportunities widget (account profile)
    • Any opportunities associated with an account appear in the Opportunities widget of the parent account profile. 
    • Associated opportunities may influence their parent account's health score. 
    • If permissions allow, users can edit opportunity details, create new opportunities, or link to opportunity profiles from this widget.

    Notes: Global admins (or users with advanced permissions) must enable the Opportunities widget. Users must have team account scope permissions to see opportunity records.

  3. Opportunity profile
    • Once created, opportunity records have their own opportunity profile. 
    • Search for opportunity records in global search bar, from opportunity segments, or from associated account profiles (from the Opportunities widget).
    • If an account is associated with the opportunity (parent ID), a hierarchy breadcrumb navigation will appear on the opportunity profile.

      Only records above the opportunity record will be displayed in the hierarchy breadcrumb. To navigate to other opportunities on the parent record, use the parent's opportunity widget or opportunity segments.

    • View all opportunity information, including key info, health, timeline, assignment, contacts, and more. 
    • Quick actions bar (+): Add touchpoint, add task, add asset, add objective, run SuccessPlay, request information, generate presentation.

    Notes: Global admins can manage tabs layout and visible widgets of the opportunity profile. Opportunities cannot be parents in the hierarchy. Opportunities can reflect health, if a health profile applies to the "Opportunity" account type. Account assignment reflects opportunity created by and opportunity owner, which are set at the time of opportunity creation. 

  4. Segmentation
    • Segments: Create new opportunity segments for private or public use. Save opportunity segments in SuccessBLOCs to use in SuccessPlays, campaigns, Scorecard KPIs, and reports. 
    • SuccessPlays: Choose to segment events by Totango opportunity attributes. Include Totango opportunity attributes as dynamic data in task details.
    • Campaigns: Choose to target campaigns by Totango opportunity attributes. Include Totango opportunity attributes as dynamic data in the campaign details.
    • Scorecards: Include Totango opportunity segments and attributes in scorecard KPIs.
    • Reports: Include opportunity segments and Totango opportunity attributes.
    • Health: Create profiles for the Opportunity account type, use Totango opportunity attributes as health metrics.

    Limitations: Tag automation via segment triggers, bulk edit, running SuccessPlays from the segment view, and filtering opportunities by account ownership or "group by" is not supported for opportunities. Not all user and account filters apply to opportunity records (see more). Opportunity segment views are not visible when using the Totango app in Salesforce (embedded tab).

  5. My Portfolio
    • Notifications: See notifications for opportunities and act upon them, including adding tasks, touchpoints, requests for information, and running SuccessPlays.
    • Agenda: View and complete tasks that are associated with opportunities.
    • My Folder: Create and save private opportunity segments.
    • My Portfolio widget: Ability to segment by opportunity account type or other opportunity attributes.
    • Quick actions bar (+): Add touchpoint, add task, create segment, run SuccessPlay, request information, create account, add opportunity.

    Limitations: No ability to pin opportunities to attention and revisit them in future.

FAQs

Question: Where are all of my opportunity attributes located?

Answer: All Totango opportunity attributes are system attributes, and they reside in the Opportunity dimension.

Question: What happens if I choose to include opportunity records within team settings?

Answer:  If you choose to expose opportunity records to any of the teams, they will have access to every opportunity record within Totango.

Question: How do opportunities work within Revenue Center?

Answer:  Opportunity management is not currently supported within Revenue Center.

Question: Do opportunity records count toward customer account limits?

Answer: No, opportunity records with the reserved "Opportunity" account type are not counted toward customer account limits but may be subject to opportunity limits, as dictated by your plan.

Question: Can I update an opportunity attribute from a campaign destination page?

Answer: Not currently.

Question: If an opportunity is generated in Totango and pushed to Salesforce, can a trigger be pushed in Totango if the Salesforce owner does nothing with it for a period of time?

Answer: It's possible to update an existing opportunity status in Totango based on criteria set within an inbound Salesforce opportunity job.

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