Overview
Add Service Agreements (SA) to opportunities and keep your Service Agreement sales pipeline current with automatic status and value updates. The guide includes the following workflows:
Step 1. Create an opportunity
Step 3. Close the opportunity
Who uses this feature
Administrators, managers, sales managers, and customer service representatives (CSRs)
Primarily benefits Commercial Service and Replacement business types
Applies to all trades
Feature configuration
This feature is currently in Private Preview and available for specific accounts. It is subject to change. If you want to enable this feature for your account, join the waitlist here.
Things to know
After the Service Agreement is accepted, the opportunity automatically closes, moving the stage to Closed Won.
If the Service Agreement is rejected, the opportunity does not close, and the stage does not change.
Step 1. Create an opportunity
To start tracking the deal in your pipeline, manually create an opportunity.
Go to the navigation bar and click CRM > Opportunities.
On the Opportunities screen, click + Create Opportunity.
On the Create Opportunity drawer that opens, fill out the following fields:
Opportunity Name: Type the name of the opportunity.
Pipeline: Select among the Job, Service Agreement, or Project pipelines.
Opportunity Owner (optional): Select the employee responsible for closing the deal and guiding it through the sales process.
Customer (optional): Select a customer for whom you are creating the opportunity.
Location (optional): Select a location associated with the customer.
Ballpark Value (optional): Type the initial estimate value that is subject to change.
Estimated Close Date (optional): Select a date you expect the opportunity to close.
Business Unit (optional): Select a business unit to which the opportunity is assigned.
Estimated Start Date (optional): Select a preliminary project start date before the formal proposal.
Estimated End Date (optional): Select a preliminary project end date before the formal proposal.
Summary (optional): Enter a brief description of the opportunity.
When finished, click Save.
The Opportunity created message appears, letting you know that the new opportunity has been added. It is in the New stage in the Service Agreement pipeline.
When you create a service agreement outside CRM, from a customer or location record, an opportunity is automatically created for you to ensure your service agreement pipeline is accurate.
Step 2. Add Service Agreement
After you confirm the opportunity details, you can manually move it to the Qualify stage. In Qualify, you might review customer and location details, gather information, and assess the opportunity. In the context of the Service Agreement pipeline, adding SA automatically moves the opportunity to the Propose stage.
On the Opportunities screen, go to the Service Agreements tab and select the opportunity.
On the Opportunity drawer that opens, click +Add Service Agreement.
The Create Agreement pop-up opens. Here you need:
Type an Agreement Name.
Select the Agreement Template from the list.
Select a Business Unit from the list.
After you finish, select:
Save & Finish Later to come back and create an SA.
Save & Continue to open the Step 1: Summary and Design of creating an SA in a new tab.
You may leave an opportunity in Propose while you create other SAs and wait for the customer's feedback. Move the opportunity to the Follow Up stage when you do outreach to follow up with the customer and close the deal.
Step 3. Close the opportunity
The opportunity in the Service Agreement pipeline closes automatically or manually based on the actions you take.
After the customer accepts the Service Agreement, the opportunity automatically moves to the Closed Won stage.
If the customer rejects the Service Agreement, the opportunity does not close, and its stage does not change. In this case, you can manually close it.
On the Opportunities drawer, click Close > Lost.
From the Close Opportunity as Lost pop-up that opens, select a Lost Reason and add additional comments if needed.
When finished, click Mark as Closed Lost.
