1. Opportunity Process
For all Salesforce Users

2. 1. Create Opportunity (page 2-11)
2. Add Opportunity Team (page 12-20)
3. Add Contacts (page 21-29)
4. Add Products [and Price Book if necessary] (page 30-55)
5. Connect Implementations to Products (page 56-70)
6. Add Activities / Events (page 68-70)
11/27/2016 2
Big Picture steps

3. Start at the Account record: there are 2 ways to create
an opportunity:
1. Hover over the underlined Opportunity at the top of
the record and click the New Opportunity button.
11/27/2016 3
Creating an Opportunity

4. 2: Scroll down to the Opportunities related list and click
the New Opportunity button.
11/27/2016 4
Creating an Opportunity

5. Use the Price Book Opportunity record type*
11/27/2016 5
Creating an Opportunity
*This is the default for all employees, so all you really need to do is click the
Continue button!

6. Generally, you only need to enter 7 fields*:
Description
Opportunity Name
Project Type
Stage
Forecast
Close Date
Estimated Monthly Volume
11/27/2016 6
Creating an Opportunity
*See slide 7 and 10 for exceptions to this rule of thumb

7. Let’s take a moment to discuss what these 7 fields represent.
11/27/2016 7
Opportunity Field Explanations
Description: Summary and notes about the opportunity. Different from Activities and events.
Activities are action items (to-do items) and events are meetings. Description is information about
the opportunity that you may want to reference later, or that other users may need to know
about. Free text. Not required but you may find it useful down the road, so recommended.
Opportunity Name: Partner = Partner Account Name – Account Name – Project Type – addtl details
Direct = Account Name – Project Type – addtl details
Project Type: There are 3 options. See Slide 8 for more details.
Stage: See Slide 9 for expectations of each stage.
Forecast: Will a decision be made in the timeframe indicated by the close date and will we win
that decision. Both variables need to be satisfied for us to want to forecast the opportunity. Until
we are confident in both, the deal is Active.
Close Date: Should be the estimated time frame the Prospect/Customer has for signing a contract.
As you go through the Sales Process, this date may change several times. Once it’s Closed Won, it’s
the date the contract was received; if it’s Closed Lost, then it’s the date you were notified.
Estimated Monthly Volume: Recurring monthly quantity. Exception for slide 6: You do not need to
use this if your Opportunity is for a one time charge (i.e. Programming SOWs or End of Year
mailings).

8. New Business: Represents the first time an account does business with Apex, yet is also specific to a “channel”, i.e. a Price
Book.
Let’s take an example:
Acme Health Ltd is a referral from Americollect and is using the Fitzgibbon pricing for paper statements. The first time this
account Close WINS revenue via the Americollect-Fitzgibbon price book, the Project Type will be New Business.
Now, let’s say a year later, Acme Health Ltd uses the Parastar pricing for E statements. Because Parastar has its’ own Price
Book, you might think this opportunity would ALSO be New Business. However, both Price Books are really Americollect price
books, despite their sub category; thus, the E Statement opportunity would be coded as Addtl Business.
Now, let’s say a year after that, Acme Health Ltd decides to come directly to Apex for POS. They use the Healthcare Price
book: 5,000-10,000. THAT Opportunity would be coded as New Business, because it’s the FIRST TIME Acme Health Ltd. Is using
a Direct Healthcare Price Book.
Now, let’s say 6 months after that, Acme Health Ltd asks us to send out their EOY tax forms, for 2,500 patients. We use the <
5,000 Price Book pricing. Is this Opportunity New Business or Additional Business? (answer on page *)
11/27/2016 8
Project Type
Addtl Business: The second plus piece of revenue sold via a Price Book
MSA stands for, “Master Service Agreement”. Theses are common with Resellers, Referrals, and (rarely) Health Systems (aka
Affiliates). Essentially, we negotiate a group pricing plan. MSA should be used in conjunction with the Standard Price Book
only and should only be used with the company signing the contract with Apex. MSA can be used for the initial contract, as
well as for product / service upsells. It is not expected that MSA would be used by an Account Manager. If you are an
Account Manager and you believe you have a reason to use the MSA Project Type, please contact your manager and the
Salesforce Administrator.

9. 11/27/2016 9
Stage expectations
Pre Pipeline = Advancing but unqualified (no timeline or stated intent). Active engagement by 2+ buyers.
You have 12 months to move to a Closed Status.
Sales Qualified = There is a stated intent to make a decision and a timeline exists. You have 2 weeks to
move into Consultation or Close Lose it.
Consultation (Discovery)= Investigation stage (needs, pain points, budget, timeline, volume, etc); please
guess at products and pricing.
Proposal = you’ve established a value proposition to the client (upsell) or Prospect (new business) and
have SENT the proposal with pricing; attach the proposal to the opportunity and enter a Proposal Sent
task; update monthly volume estimate; update products and pricing.
Negotiations = active discussions regarding products and pricing; update monthly volume and/or
products/services, if applicable.
Verbal = prospect has communicated an intention to sign a contract; monthly volume estimate and
products/services being sold should be firm.
Closed Won = prospect/client has signed a contract. This includes SOWs.
Testing (Pilot) = An unusual situation where a prospect has not yet signed a contract but they want to see
how our services look and feel. Requires management approval.
Closed Lost = Account decides to not use Apex at this time; Closed Lost Reason required; the more data
you can provide about WHY (Description) and WHAT (Products/volume), the better we can target them
with campaigns and future products/services.

10. Lead Source Definitions
11/27/2016 10
Creating an Opportunity – Additional fields
Campaign: Opportunity resulted from a Marketing campaign via Pardot
Direct Inquiry: A contact randomly called in to inquire about products/services OR clicked on the Contact Us button on the website.
External Referral: If the client is an Affiliate, you will need to enter Lead Source = External Referral and Lead Type = [Affiliate]*.
Paid Program: Interest resulting from a white paper or event for which we paid for exposure: HIMSS, HFMA
IBD Generated: Cold call from IBD group that results in a held meeting.
Sales Generated: Cold hunted from the sales group that resulted in a held meeting. Includes Tradeshow leads worked directly by Sales.
Website Request: Contact visited, downloaded, or clicked on a link from the website but did not click the Contact Us button.
Tradeshow: Contact met and/or attended a Tradeshow (will normally be pre-populated by the Marketing group).
Partner: can be used to denote a client location of a Reseller or Referral. As of 3/2/16, this is not required but you are certainly
welcome to enter it.
Available but specific use only: these Lead Sources are for very specific situations and should only be used when instructed.
Employee Referral: An extremely rare situation where a non Sales employee referred the Contact/Lead to Sales or Marketing.
Account Discovery: Discovered via a customer profiling campaign. Used only when explicitly requested to do so.
*Affiliate list as of 6/23/16: subject to change at any time; please check the Price Book QA / FAQ group in Salesforce for additions
or subtractions to this list.

11. 11/27/2016 11
Creating an Opportunity – Additional fields

12. Who gets added as an Opportunity Team depends on the client’s “channel” (i.e. Price
Book), the Project Type (New Business, Addtl Business), and any help received across
business units to close the deal.
New Business: generally entered by a Sales Rep, so you will enter yourself with a Role
as Sales Rep. Other folks that may help you close a deal include Product Marketing,
Executive Managers (Executive Sponsor), your Sales Manager (Sales Manager).
Addtl Business: generally, Account Managers will be responsible for Direct Addtl
Business, so add the Sales Rep (Sales Rep), yourself (Account Manager), and anyone
else that may be instrumental in the sales process (Marketing, Sales Manager, Executive
Sponsor, Project Manager, etc). There are some exceptions, so if a Sales Rep is entering
the Opportunity Team, they should follow the above instructions, as well.
11/27/2016 12
Adding an Opportunity Team – Direct Channel guidelines
During employee transitions, if there is no Sales Rep assigned to the Account
when the Opportunity is created, do not add them to the Opportunity Team.
If there is no Account Manager assigned to the Account and the Addtl
Business is an Upsell, add Manager of Customer Services with Role = Account
Manager.

13. 11/27/2016 13
Adding an Opportunity Team – Partner Channel guidelines
Who gets added as an Opportunity Team depends on the client’s “channel” (i.e. Price
Book), the Project Type (New Business, Addtl Business, MSA), and any help received
across business units to close the deal.
New Business / Addtl Business: Could be entered by a Sales Rep, an Account Manager,
or a Project Member. So, add the Sales Rep, the Account Manager, and if you are a
Project Member entering the opportunity, you will want to add yourself with the
appropriate Role (Project Manager / Project Coordinator). Other folks that may help
you close a deal include Product Marketing, Executive Managers (Executive Sponsor),
Sales Manager (Sales Manager). See Appendix for AM upsell instructions.
MSA: Expected that a Sales Rep will only ever use this Project Type, so add yourself as
the Sales Rep. Other folks that may help you close a deal include Product Marketing,
Executive Managers (Executive Sponsor), Sales Manager (Sales Manager).
During employee transitions, if there is no Sales Rep assigned to the Account
when the Opportunity is created, do not add them to the Opportunity Team.
If there is no Account Manager assigned to the Account, and it’s an Upsell
opportunity, add Manager of Customer Services with Role = Account Manager.

14. 11/27/2016 14
Adding an Opportunity Team
Start at the Opportunity record: there are 2 ways to add an
opportunity team:
1. Hover over the underlined Opportunity Team at the top of the
record and click the Add button.

15. 11/27/2016 15
Adding an Opportunity Team
2: Scroll down to the Opportunity Team related list and
click the Add button.

16. The first time you add a person to an opportunity team, type in the first two letters of their first
name, click the push-pin icon, and click on their name in the pop up window. After that, just type in
the first two letters of the person’s name and it will pop up for you automatically.
11/27/2016 16
Adding an Opportunity Team - Tips
In this example, I am trying to
add Sam Kluck as a Sales Rep. I
have never added Sam before,
so I type in the first two letters
of his first name and then click
the push pin.

17. A pop up window opens with users that have a name starting with “sa”. Just click on the name and
it will populate in the Opportunity Team user field.
11/27/2016 17
Adding an Opportunity Team - Tips

18. Click the drop down in the Team Role field and choose the appropriate Team Role. In this example, I
chose Sales Rep.
11/27/2016 18
Adding an Opportunity Team - Tips

19. Repeat the process for all Opportunity Team
Members.
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Adding an Opportunity Team - Tips
Don’t worry about the
Opportunity Access. Everyone is
allowed the same access, so
you never have to do anything
with that column.
If you have more than 5 team
members, don’t fret! Simply
click on the Save & More
button!

20. 11/27/2016 20
Adding an Opportunity Team – Final Result!
All the Sales and AM Upsell reports are pulled from Opp Team
members so it’s vital that you add them!

21. Contacts (aka Contact Roles) will eventually allow us to better communicate with those folks who
make the important purchasing decisions. Since this is a new process as of Jan 1, 2016, we do not
yet have a good handle of who the decision makers are; but we hope to eventually be really smart
about our marketing communications, which is why we are asking you to enter this information.
11/27/2016 21
Adding Contacts (aka Contact Roles)
Contacts (aka Contact Roles) will usually be from the Account itself but for Partner and Affiliate
accounts, a Contact can also come from another account. For example, let’s say you are setting up
a new Hospital Z location. Your Contact is at Hospital Z, not the new location itself, so you want to
add your Hospital Z Contact to your Opportunity (see pages 25-27 for instructions).

22. 11/27/2016 22
Adding Contacts
Start at the Opportunity record: there are 2 ways to add Contacts:
1. Hover over the underlined Contact Roles at the top of the record
and click the New button.

23. 11/27/2016 23
Adding Contacts
2: Scroll down to the Contact Roles related list and click
the New button.

24. When you click the New button, all the contacts at THAT Account will pop up. This
makes it easy to add multiple contacts at one time. Your first instinct will be to check
the radial button on the left to add Contacts – this is not correct. To add a Contact to
your Opportunity, you simply give them a Role from the drop down list on the right.
ONLY your PRIMARY contact should get the radial button and EVERY opportunity is
required to have a Primary contact denoted.
11/27/2016 24
Adding Contacts- Tips
Super Fly is my
Primary contact
even though he
is not the
Decision Maker.
Super Fly, Peter
Pan, and Jolly St.
Nick are folks
involved in this
potential sale.

25. If you need to add a contact from a different company,
scroll down until you see a blank name field:
11/27/2016 25
Adding Contacts- Tips

26. Click the push pin icon
11/27/2016 26
Adding Contacts- Tips
Start typing the name of your contact at
another company (use the * for better
search results) and click Go!
Once you’ve found your contact, simply
click on their name.

27. Give them a Role and voila! You’ve added a contact
from an entirely different company.
11/27/2016 27
Adding Contacts- Tips

28. The available Roles are currently a preliminary list. As we released Contact Roles on
Jan 1, 2016, we had to create a rough guess of what types of roles you would run into.
So:
A) Choose the role that BEST reflects the Contact’s involvement in your potential
sale, and;
B) Let your Salesforce Administrator know if you would like additional Roles.
11/27/2016 28
Adding Contacts – Role definitions
Business Influencer: Responsible for researching and/or presenting product/services.
Business User: would use product/service: included to provide feedback to other contacts.
Compliance Influencer: Leads security and compliance requirements of products/services.
Economic Decision Maker: responsible for final purchasing decisions (there may be more
than 1 of these).
Evaluator: Different from a User in that they don’t USE current or future products/services
but are included to provide questions/feedback.
Executive Sponsor: High level contact who supports product/service purchase – may
influence the Economic Decision Maker.
Marketing Influencer: Responsible for providing marketing specific impacts of
product/service.
Technical Influencer: Responsible for providing IT specific impacts of product/service.

29. 11/27/2016 29
Adding Contact Roles – Final Result!

30. You may recall from earlier slides, that Estimated Monthly Volume is a
requested (though NOT required) field on your Opportunity (except for one
time revenue events). That monthly volume automatically assigns a Price
Book to your Opportunity.
The Price Book assignment also uses the Industry field at the Account record
(which is just one reason we ask you to make sure that field is filled in). So,
Healthcare accounts will get a Direct Healthcare assignment; Dental will get
a Dental assignment, and all other industries will get a Non Healthcare Direct
assignment. Alas, for those of you working with Partners and Affiliates, you
will need to manually override the default Price Book.
For current customers who are purchasing additional products/services, the
previously used Price Book will automatically be assigned to new
Opportunities.
While this automated assignment is awesome and saves you time, you should
still eyeball what Price Book has been assigned to make sure it is correct.
11/27/2016 30
Adding a Price Book – automated assignment guidelines

31. There are 2 ways to eyeball what Price Book was assigned to your opportunity.
1. Look at the Price Book field:
11/27/2016 31
Checking the assigned Price Book

32. 2. Scroll down to the Products related list
11/27/2016 32
Checking the assigned Price Book

33. If the assigned Price Book is incorrect, click the Choose Price Book button at
the top of the Products related list…
11/27/2016 33
Overriding the assigned Price Book

34. …and find the correct Price Book from the list...
11/27/2016 34
Overriding the assigned Price Book cont.

35. …and click the Save button
11/27/2016 35
Overriding the assigned Price Book cont.

36. Direct Healthcare
<5,000
5,000-10,000
10,001-25,000
25,001-50,000
50,001-100,000
100,000+
11/27/2016 36
Direct Price Book definitions
Direct Non Healthcare
Non-Healthcare-XSmall-Direct = <=10,000
Non-Healthcare-Small-Direct = 10,001-25,000
Non-Healthcare-Medium-Direct = 25,001-50,000
Non-Healthcare-Large-Direct = 50,001-100,000
Non-Healthcare-XLarge-Direct = 100,000+
Direct Dental
Dental XSmall Direct = <=10,000
Dental Small Direct = 10,001-25,000
Dental Medium Direct = 25,001-50,000
Dental Large Direct = 50,001-100,000
Dental XLarge Direct = 100,000+
Print on Demant and Print
Management
POD & Print Management
You may notice some spelling differences with the price books, like Non-Healthcare-XSmall-Direct has
dashes in it, while the Dental XSmall Direct does not. You may also note that all Partner price books have
a carrot ^ at the end of their name. This makes it easy to filter on different types of business without
having to spell out all the price books.

37. The Standard Price Book is only to be used for new MSA*
relationships or for expanding a current MSA*
relationship. It will primarily be used only by the
Partner group and by a Sales Rep.
11/27/2016 37
When do I use the Standard Price Book?
*see slide 8 for MSA definition

38. Yes!
We do have around 10% of our customer base utilizing our products
and services via different “channels”. So, we might have a Customer
using Partner A for Statements but come directly to us for Postcards.
Or we might have a customer using us directly for Statements,
Invoices, and End of Year mailings, but might also come to us for POD
or Print Management business.
11/27/2016 38
Could an Account have Opportunities with different price books?

39. Adding Products to your Opportunity is both an art and a science. There are a lot of
nuances that you will learn only as you gain experience. Even the MOST experienced
still come across situations that can be perplexing.
Keep in mind that Proposals are not created in Salesforce and how a client or prospect
sees pricing information is likely to be quite different than the way it’s entered in
Salesforce. Do not panic if your products in Salesforce and actual proposal look
completely different!
Utilize the Price Book matrix to provide yourself a starting place.
Guideline: only add those Products the customer/prospect is going live with right away
AND/OR that are actively being worked (i.e. Customer may go live with statements
first then MEV later – but Implementation is actively working on both at the same
time). Just because a group of products is in the contract doesn’t mean the client is
actually paying for them immediately. We only want to reflect revenue associated with
Active or Live projects – not potential revenue that may never show up.
11/27/2016 39
Adding Products - intro

40. There are 2 ways to add Products to your Opportunity:
1: hover over the underlined word Products at the top
of your Opportunity and click the Add Product button:
11/27/2016 40
Adding Products – Step by Step

41. Scroll down to the Products related list and click the
Add Product button.
11/27/2016 41
Adding Products – Step by Step

42. When you are adding Products for the very first time, I
recommend setting up the view so that all Products are
on 1 page. You do that by scrolling to the bottom of the
page, and on the lower left hand side will be a 1-xx of x
(where x is the total number of products) with a drop
down arrow.
11/27/2016 42
Adding Products – TIP!

43. Click the drop down arrow and choose 200.
11/27/2016 43
Adding Products – TIP!
This way, you will have all Products on one page!

44. Your first instinct, to add Products, will be to click on
the Product Name. You will have to fight your first
instinct, because the way to add Products to your
Opportunity is to CHECK the checkbox on the left of the
product name.
11/27/2016 44
Adding Products – Step by Step

45. Products are in numeric-alpha order, so you simply
scroll through the list of products and check the ones
you want to add to your Opportunity. Then scroll to the
top of your page and click the Select button.
11/27/2016 45
Adding Products – Step by Step

46. 11/27/2016 46
Adding Products – Product Grouping TIP!
There are 4 standard product categories in the price books:
Paper: which includes pricing for print-related items.
Apex Connect: which includes standard pricing for the various levels
of segmentation and messaging, as well as analytics.
Electronic Services: which includes hosting and transactional fees for
MEV and MSB products.
Professional Services: which includes hourly rates and standard set-
up pricing.

47. For the rare instances when products and services quoted to not fall within the
standard price book line items, use the Misc products.
Misc Setup Fee
Misc Transactional
Misc One Time
Misc Monthly (e)
For Misc Transactional, you will need to manually enter the monthly volume in the
Quantity field.
All Misc items will require you to enter the price in the Sales Price field.
11/27/2016 47
Adding Products – MISC Product Grouping TIP!

48. For most opportunities, you won’t generally need to enter anything in the Quantity
field of your products. Salesforce will automatically use your Estimated Monthly
Volume number and enter the full volume or a % of volume (depending on the product)
into the Quantity field FOR you.
However, some situations will require manually entering the quantity yourself (see
slide 53 for an example). There is a handy cheat sheet on which products are a % of
volume and what that % is, on the left hand side of your Salesforce screen.
11/27/2016 48
Adding Products – Quantity

49. There are 3 pricing fields that you may have to use: List
Price, Sales Price, and Discount.
11/27/2016 49
Adding Products – Price
List Price = Standard published price
Sales Price = Increase from List Price
Discount = Decrease (in integer format) from List Price
Manually
change
price to
the
INCREASED
price
Manually
enter the %
of
DISCOUNT
from List
Price. Do
not need to
use the %
sign OR
enter a
decimal in
front of the
number.

50. Sales Reps: You can markup (Sales Price) or mark down (Discount)
product pricing however you want. Discuss the best way to price
products with your Manager.
11/27/2016 50
Adding Products – Price
Account Managers: You also have some room to markup (Sales Price)
or mark down (Discount) product pricing but you should definitely
discuss the best way to price products with the VP of Customer
Success.

51. 11/27/2016 51
If you are uncertain about entering pricing, contact Randi
immediately, via phone (x5188), skype (Randi.thompson9),
or email (rthompson@apexrevtech.com)
Did you know? It takes more time to fix data incorrectly
entered than it does to call Randi before clicking the Save
button? TRUE!!

52. At times, a new opportunity will reflect multiple types
of documents, such as:
- Statements (the most common)
- Letters (second common)
- Invoices
- Postcards
- Notices
- Etc.
11/27/2016 52
Adding Products – selling more than just Statements

53. If your sale includes multiple document types, you will
need to enter the same groupings of Products for each
document item sold and use the Line Description to
denote what document item it belongs to.
11/27/2016 53
Adding Products – Line Description
This can be tricky the first few times you encounter this situation –
please call Randi to help you walk through it.

54. 11/27/2016 54
Adding Products – Final View!
Notice that there are 2 of each “grouping” of products – 1 for each
document type.
These situations require manual entry of the Quantity, since the
Estimated Monthly Volume is the TOTAL number of documents, not just
statement volume. So, Statements might equal 3,000 a month and
Invoices might equal 2,000 a month, for a total monthly volume of
5,000 (we are only counting first page totals).

55. Once the Implementation has been created, it needs to be connected back to the
Products the implementation represents. In most cases, there will 1 Implementation
per Opportunity; but occasionally you will have multiple Implementations per
Opportunity. The following slides illustrate both scenarios.
11/27/2016 55
Connecting an Implementation to its’ respective Products!
Why do we want to connect Implementations to Products? Because it allows
us to better understand when revenue is expected to come in.

56. 11/27/2016 56
Let’s look at attaching 1 Implementation per Opportunity
Highlight and copy your Implementation name from the Opportunity
record and then click the Edit All button in the Products section.

57. Then simply paste your Implementation Name into the Product Implementation fields
of your Products. Don’t forget to click the Save button!
11/27/2016 57
Let’s look at attaching 1 Implementation per Opportunity cont.

58. Voila! You have successfully connected your Implementation to your Products!
11/27/2016 58
Let’s look at attaching 1 Implementation per Opportunity cont.

59. Here we have 3 Implementations that will be connected with different groups of
Products.
11/27/2016 59
Let’s look at attaching multiple Implementations per Opportunity

60. One Implementation has already been connected to its’ Products. Let’s attach
the Connect Implementation to its’ Products. Highlight and copy the Connect
Implementation and click on the Edit All button in the Products section.
11/27/2016 60
Let’s look at attaching multiple Implementations per Opportunity cont.

61. Paste the Connect Implementation name into the Product Implementation fields of the
Products that are for Connect only. Click Save.
11/27/2016 61
Let’s look at attaching multiple Implementations per Opportunity cont.

62. Next, highlight and copy the AutoPay Implementation name and click the Edit All
button in the Products section.
11/27/2016 62
Let’s look at attaching multiple Implementations per Opportunity cont.

63. 11/27/2016 63
Let’s look at attaching multiple Implementations per Opportunity cont.
Paste the AutoPay Implementation name into the Product Implementation
fields of the Products that are for AutoPay only. Click Save.

64. 11/27/2016 64
Let’s look at attaching multiple Implementations per Opportunity cont.
Voila! You have successfully connected your Implementations to your
Products!

65. From page 8: Addtl Business – despite using the < 5,000 price book which is ostensibly different from the 5,000-
10,000 price book, both price books are in the category of Direct Healthcare.
11/27/2016 65
Answers