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All About Leads in SAP Cloud for Customer(C4C)

Lead creation and management is the first step of your sales and marketing process. In this step, you can capture any interest in your products and services, and qualify and nurture the interest to turn your potential customers into real clients/customers.

Leads can come from a wide range of sources like, Campaign, Phone Enquiry, Roadshow and etc.

You can manually create leads in the system one lead at a time and lot of Scoping and Configuration activity needs to be completed before working on Leads.

Scoping and Configuration activities for the Leads:

  1. Enable/Scope Leads:

    Administrator can add leads to your project scope, to do that please follow the below steps:

    1. Login to the C4C tenant.
    2. Go to Business Configuration work center.
    3. Select Project and Click on Edit Project Scope.
    4. Navigate to the path Sales->Lead Management->Leads in Scoping section
    5. Check the Check box for the Leads, as shown below:
  2. Configure Number Range:

    Number ranges control how the number of a new document or data record is created for the Leads. To specify the range of numbers that the ID of the lead records can take, please follow the below steps:

    1. Go to Business Configuration work center.
    2. Select the Project and Click on Open Activity List.
    3. Search for Leads and Open the Activity Leads.
    4. Click on ‘Maintain Number Range’ and Save the entry, as shown below:
    5. You can also Change Current Number Range for your Lead, by clicking on “Change Current Number” that is Enter the number higher than current Number, ex: In the Screenshot 27000 is current number and you can input 27001 and Save the entry.
  3. Configure Involved Parties: You as Administrators can maintain involved parties for leads by assigning party roles and using determination rules. To maintain the involved parties please follow the below steps:
    1. Go to Business Configuration work center.
    2. Select the Project and Click on Open Activity List.
    3. Search for Leads and Open the Activity Leads.
    4. Click on ‘Maintain Involved Parties and ‘Add Row’ Save the entry, as shown below:Note: By Clicking on Maintain Determinations you can activate or deactivate determination steps for your maintained party roles. The steps that have been activated are taken into consideration to determine the relevant party. Party roles without active determination steps need to be entered manually.
  4. Configure Source: 

    You can have different sources to specify the origin of your leads. To maintain the sources for Lead creation, you can follow the below steps:

    1. Go to Business Configuration work center.
    2. Select the Project and Click on Open Activity List.
    3. Search for Leads and Open the Activity Leads.
    4. Click on ‘Maintain Source and ‘Add Row’ Save the entry, as shown below:
  5. Configure Categories:

    You can use this activity to classify your leads. New values for Category Code must start with Z. You can follow the below steps to maintain the new Categories:

    1. Go to Business Configuration work center.
    2. Select the Project and Click on Open Activity List.
    3. Search for Leads and Open the Activity Leads.
    4. Click on ‘Maintain Categories and ‘Add Row’ Save the entry, as shown below:
  6. Configure Assignment of Categories: 

    In this activity you can specify which of the categories that you have maintained in the ‘Configure Categories‘ step should be used to classify your leads. You can follow the below steps to assign the categories:

    1. Go to Business Configuration work center.
    2. Select the Project and Click on Open Activity List.
    3. Search for Leads and Open the Activity Leads.
    4. Click on ‘Assign Categories and ‘Add Row’ to assign the categories Save the entry, as shown below:
  7. Configure Qualifications: 

    This can help you to classify your leads in terms of promising the lead for your business. To maintain the different Qualifications, please follow the below steps:

    1. Go to Business Configuration work center.
    2. Select the Project and Click on Open Activity List.
    3. Search for Leads and Open the Activity Leads.
    4. Click on ‘Maintain Qualifications and ‘Add Row’ to add new qualification for your lead, as shown below:
  8. Configure Status: 

    Administrator can customize lead statuses and define lead conversion actions for each status. To define new status and set conversion of lead you can follow the below status:

    1. Go to Business Configuration work center.
    2. Select the Project and Click on Open Activity List.
    3. Search for Leads and Open the Activity Leads.
    4. Click on ‘Maintain Status and Click on ‘Add Row’ to create new status
    5. Enter a number as Sort Sequence. It determines where the new status appears in the drop-down list of your lead status and has no influence on how leads are processed.
    6. Specify the Status Code. Customized status codes must begin with the identifier Z.
    7. Select an Internal Status in which your new status will be active.
    8. Add Description to new Status.
    9. Check the Active Checkbox to set the status to active.
    10. Decide which conversion actions should be available for leads that attain this new status.
    11. Decide whether the lead with this new status can be submitted for approval.Note:
      • Only one status can be set as Initial Status.
      • Statuses connected to Converted, Accepted, or Declined cannot be set as Initial Status.
      • The status Converted is the logical end of the status chain.
  9. Configure Reasons: 

    This activity can be used to maintain different reasons to specify why a lead has been accepted or rejected. To add a reasons please follow the below steps:

    1. Go to Business Configuration work center.
    2. Select the Project and Click on Open Activity List.
    3. Search for Leads and Open the Activity Leads.
    4. Click on ‘Maintain Reasons and ‘Add Row’ to maintain the reasons, as shown below:
  10. Configure Assignment of Reasons: 

    In this activity you can specify which are the reasons are applicable for the Accepted and Rejected status. You can follow the below steps to assign the reasons:

    1. Go to Business Configuration work center.
    2. Select the Project and Click on Open Activity List.
    3. Search for Leads and Open the Activity Leads.
    4. Click on ‘Assign Reasons and Select the Status(Accepted/Rejected) and click on ‘Add Row’ to maintain the reasons, as shown below:
  11. Configure Conversion Limit:

    In this activity, Administrators can specify how many times a lead can be converted into an opportunity. To maintain the conversion limit,  please follow the below steps:

    1. Go to Business Configuration work center.
    2. Select the Project and Click on Open Activity List.
    3. Search for Leads and Open the Activity Leads.
    4. Click on ‘Maintain Conversion Limit’ and specify the number of times, as shown below:
  12. Configure System Message Severity:

    Here you can control the message severity in the system for the corresponding business object. Please follow the below steps to configure the system severity messages:

    1. Go to Business Configuration work center.
    2. Select the Project and Click on Open Activity List.
    3. Search for Leads and Open the Activity Leads.
    4. Click on ‘Message Severity Configuration’ and check the relevant checkbox, as shown below:

Creating and working with Leads:

Leads can be generated/created from different sources such as marketing campaigns, referrals, and social media. SAP Cloud for Customer offers you full flexibility to create, track, and follow up on your leads.

Leads can be created in the following ways:

  • Create leads manually from the quick create icon
  • Import leads from Microsoft Excel
  • Upload leads through SAP Cloud for Customer APIs
  • Scan a business card on your mobile devices
  • Copy an existing leads

Create Lead Manually from the quick create icon:

To Create Lead Manually, you can follow the below steps:

  1. Login to your C4C system
  2. Go to Sales Campaign
  3. Click on Leads
  4. Click on ‘+’ icon to create New Lead
  5. While creating a new lead, first select whether this lead is created for an existing account or a new account. If you select NO under Use Existing Account, you’re presented with a free-text field to enter the Account Name. However, if you select YES for Use Existing Account, then you need to select one of the existing accounts, as shown in below.
  6. Following are descriptions of some of the important fields in a lead transaction:
    • Status: Statuses such as OpenQualifiedAccepted, and Declined are assigned to the leads for better processing and reporting. In addition to the standard lead statuses, custom entries can be added using business configuration.
    • Qualification Level: To better classify the leads, you can assign qualification levels such as HotCold, and Warm to the leads.
    • Source: To help differentiate the quality and effectiveness of leads, you can assign a source to the leads such as CampaignRoad ShowTrade FairTelephone Inquiry, and so on.
    • Category: Assigning categories further classifies leads based on your internal assignments such as Prospect for ProductsProspects for Service, and Prospects for Training.
    • Campaign: If a lead has been created as part of a campaign, then you can assign the campaign ID to the lead for identification and reporting purposes.
  7. Maintain all these details on the New Lead creation screen and click on Save. After maintaining the pertinent information in the lead, you have three options to save it:
    • Save: Saves the lead and closes the New Lead screen.
    • Save and New: Saves the lead, and the New Lead screen is presented to enter details for the next lead. If you’re planning to create more than one lead at a time, Save and New is a good option to enter all the leads one after another into the system.
    • Save and Open: Saves and opens the lead so that you can maintain additional lead details as needed.
  8. For an example create lead and click on Save and Open, it will display the details as shown below:From the above figure, SAP Sales Cloud offers a very inherent user interface (UI) for displaying leads. The lead information is presented in different tabs, including OVERVIEWFEEDPRODUCTSACTIVITIESCONVERSION, and ATTACHMENTS. These tabs can be configured and personalized based on the scope of the project. There are more UI tabs that you can configure SAP Sales Cloud to enable or hide as needed to support your business requirements. For now, let’s review the standard UI tabs available in a lead:
    • OVERVIEW: Displays lead details such as Lead IDNameAccountContactQualificationStatusSource, and Category.
    • FEED: Provides details on any lead updates. It’s a great tool if a team is working on the lead.
    • PRODUCTS: Enables you to assign products to the lead.
    • ACTIVITIES: Lists all the activities created for the lead such as appointments, tasks, phone calls, and emails.
    • Contacts: Enables you to add customer contacts for the lead.
    • Sales and Marketing Team: Allows you to add internal team members from sales and marketing who are working on the lead.
    • Involved Parties: Allows you to add all the external parties, such as customers and partners involved, who are collaborating on the lead.
    • CONVERSION: Shows the leads that have been converted to opportunities.
    • ATTACHMENTS: Enables you to attach documents and images to the lead.
    • Changes: Shows the change log of what and who changed the lead.
    • Surveys: We can attach surveys to qualified leads. For surveys, newer versions of the same survey can be created if needed. Activating a newer version of a survey will inactivate the previous version. When you attach the survey to the lead, only the newer active version will be attached. If you used the previous version of the survey in the lead, those surveys will remain unchanged.
    • Tickets: Enables you to add service tickets to the lead.
    • Sales Quotes: Shows the sales quotes created with reference to the lead.
    • Sales Orders: Shows the sales orders created with reference to the lead.
    • Approvals: Shows all the approval details and enables you to start a formal approval process for the lead.
    • Document Flow: Shows all the preceding and subsequent documents linked to the lead such as the preceding lead, follow-up opportunity, or quotation.
    • Workflow Changes: Shows the workflow changes if you’ve enabled workflow for the lead.
    • Notes: Allows you to add free notes to the lead.

Import Leads from Microsoft Excel:

You can use Microsoft Excel template to import leads in a batch, you can follow the below steps to archive this:

  1. From your profile menu at the top right, go to the Download section.
  2. Download the Add-In for Microsoft Excel.
  3. Install the add-in using the .exe file.
  4. Go to Sales  Leads, and click the More icon at the bottom right.
  5. Click Import from Microsoft Excel.
  6. Open the Microsoft Excel template locally and log in with SAP Cloud for Customer credentials.
  7. You can either manually type in or copy and paste your leads information from another spreadsheet.
  8. If you have downloaded the add-in, saving the spreadsheet will update your leads in the solution simultaneously.

Scan a business card on your mobile devices:

This software uses ABBYY® FineReader® Engine 11 recognition technologies © 2013, ABBYY Production LLC.

ABBYY and FINEREADER are trademarks of ABBYY Software Ltd., which may be registered in some jurisdictions.

  1. Go to Leads, and add a new lead.
  2. Tap Actions, choose Scan, and the phone camera will be activated.
  3. Center the business card that you would like to scan, and take the picture.
  4. If the photo is clear, tap Use Photo. The information in the picture will be transferred to appropriate fields in the application.
  5. Confirm or adjust the information as necessary, and save the lead by tapping Done. The information from the business card will appear as a contact under your lead.

For more details please refer the link: Use Business Card Scanner.

Copy an existing Lead:

You can create new lead from an existing lead, Please follow the below steps to create new lead from another lead:

  1. Login to your C4C system
  2. Go to Leads under Sales Campaign work center
  3. Open lead
  4. Click on Actions
  5. Click on Copy
  6. It will open New lead screen with auto-populated data from the existing lead.

Check for Lead Duplicates:

Lead duplicate check is a combination of account duplicate check and lead duplicate check.

As prerequisites, your administrator must enable and configure both business partner duplicate check and lead duplicate check.

Configure Lead Duplicate Check:

Administrators should scope the feature before you can configure it.

You can follow the below steps to configure the lead duplicate check:

  1. Login to the C4C system
  2. Go to Business Configuration work center
  3. Go to Implementation Project
  4. Select the Implementation Project and Click on Edit Project Scope
  5. Navigate to Questions tab
  6. Navigate to Sales -> Lead Management -> Leads
  7. Scope the question “Do you want to enable duplicate check for lead?” as shown below
  8. Again Navigate and Select the Implementation Project
  9. Click on Open Activity List
  10. Search for “Lead Duplicate Check”
  11. Configure and assign Weighting to available lead fields.

Note: The higher the weightage for the field, the more importance is placed on the field when the solution finds duplicates.

Once you configure for the Duplicate Check for Leads, whenever you create new lead you can check the Duplicate by clicking on Check for Duplicates in the Lead screen as shown below:

 

Converting Leads:

Lead conversion happens when a lead has been qualified and you believe your prospect has an interest in doing business with you.

Note: As a prerequisite, your leads must be Consistent before being converted. To resolve any lead inconsistency, you can Check Consistency for each lead to view relevant warning messages and fix the errors accordingly.

Lead can activate or de-activate a specific action in fine-tuning, if allowed as shown below: refer section 8 in this document.

Convert Lead to Opportunity:

  • You can convert a lead to an opportunity when you have verified that the prospect has a good chance of becoming a customer.
  • One lead can be converted to multiple opportunities, depending on how your administrators have configured the conversion limit.

You can follow the below steps to convert your lead to Opportunity:

  1. Login to your C4C system
  2. Go to Sales Campaign work center
  3. Go to Lead
  4. Open the Lead
  5. Click on Actions
  6. Click on Convert to opportunity button
  7. Upon clicking on Convert to Opportunity in new window you will get the Opportunity screen
  8. You can update the details and click on Save and Open as shown below

Convert Lead to Account and Contact:

  • You can convert a lead to an account and contact, which means the lead can potentially be a customer yet has not been qualified to the level of an opportunity.
  • One lead can be converted to only one account and contact, and cannot be further converted to an opportunity.
  • Once converted, the lead remains in the system as a record and cannot be deleted.
  • The lead status will change to Converted, which indicates the lead has reached its end of lifecycle and no more modifications will be allowed to the lead record.

To convert lead to Account and Contact please follow the below steps:

  1. Login to your C4C system
  2. Go to Sales Campaign work center
  3. Go to Lead
  4. Open the Lead
  5. Click on Actions
  6. Click on Convert to Account and Contact button
  7. Upon clicking on Convert to Account and Contact in new window you will get the Account and Contact Screen
  8. Fill the details and click on Save and Open

Convert Lead to Associate Account and Contact:

  • Conversion allows you to convert the lead without changing the lead status.
  • You can keep working in the lead. Any changes done in the lead screen will not affect the account and contact.

To convert lead to Associate Account and Contact please follow the below steps:

  1. Login to your C4C system
  2. Go to Sales Campaign work center
  3. Go to Lead
  4. Open the Lead
  5. Click on Actions
  6. Click on Convert to Associate Account and Contact button
  7. Upon clicking on Convert to Associate Account and Contact in new window you will get the Associate Account and Contact Screen
  8. Fill the details and click on Save and Open

Further you can refer below links:

Leads

Lead Scoring (Machine Learning) in Leads in Hybris Cloud for Customer

Regards,

Ankit K