Generic incoming flows

Table of Contents

1. Referral distribution

2. Link Incoming Referral to Opportunity

3. Accept Incoming Referrals

    3.1. Accept & link Incoming Referral to Opportunity

    3.2. Accept & create new Opportunities from Incoming Referrals

    3.3. Accept and do nothing else

4. Create new Opportunities from Incoming Referral without accepting

5. Decline Incoming Referral

6. Edit Incoming Referral

1. Referral distribution

The intended process for the incoming flow OOTB (Out of the Box) is the following:

1. WorkSpan pushes a new Incoming Referral into Salesforce. This record is created and owned by the Integration User.
2. SOM (WorkSpan Sales Ops Manager) is notified about a new Incoming Referral [optional—if enabled, Refer to 2.13.2. Custom Notifications for Incoming Referrals]. Alternatively, SOM reviews the “Incoming Not Distributed” list view (Refer to 2.9.1) and sees new records there.
3. SOM has access to all Referrals, so they take the new Referral, change its owner to the AE who will be working on it, and check the box to notify the new owner by email.
4. The AE is notified by email about a new Referral and starts working on it: they can choose to accept or decline (refer 2.2.3), they can edit it (refer 2.2.3.1), and they can link it to an existing Opportunity (refer 2.2.2). Those actions are completely independent of one another.

2. Link Incoming Referral to Opportunity

Once the Referral is received, it must be linked to an Opportunity. To do so without accepting the Referral, AE should follow these steps:

1. Find an Opportunity that you want to associate with the Referral. If no such Opportunity exists, create one before continuing to the next step.
2. Open the WorkSpan App, navigate to the Referrals tab, and open the “My Incoming Referrals” list view.
3. Open the Referral, and use the Opportunity lookup in the “Referral Actions” LWC (Lightning Web Components)(1) to find the Opportunity from step 1. Then click Link (2).

4. The standard “Edit Referral” modal window will appear where the Opportunity lookup is pre-populated with the selected Opportunity, and other fields might be pre-populated from that Opportunity based on the field mappings (see 2. 2.2.). All the editing considerations apply here as well (see 2.2.6).

If you’ve already had the field populated on Referral, then it will be overwritten during this step, except for the following fields that are not overwritten, regardless of the mapping:

• Name
• Description
• Next Step
• Notes
• All fields starting with “Customer…” (e.g., Customer Name, etc.)

Example. Let’s say you have the default mapping of (Opportunity.)Amount to Deal Size and (Opportunity.)Description to Description. You’ve received an Incoming Referral, and you’ve edited Deal Size = $100,000.00, Description = “Looks awesome!”. Then you‘ve chosen an Opportunity where Amount = $99,999.99 and Description = “Looks boring”. When you link this Referral and Opportunity together using the “Referral Actions” LWC in the “Edit Referral” modal, the Deal Size value will be overwritten to $99,999.99, but the Description will remain “Looks awesome!”. However, the record hasn’t been committed to the database yet, and it won’t be until you click Save. If you Cancel, then no changes will be committed, and Deal Size will remain at $100,000.00.

5. You can edit all the fields here, and once you click Save, an outbound payload will be queued to WorkSpan (Refer to 2.18.1. Sending data to WorkSpan).

6. If you click Cancel, then no changes will be committed, and the Referral will roll back to be the same as before you clicked Link.

3. Accept Incoming Referrals

Once the referral is received, the AE needs to review it and then either accept or decline it. And while declining is very straightforward and always the same (Refer 2.9), accepting doesn’t only have several branching options, but it can have even more if the feature toggle is enabled. All accepting flows start the same, though: 

1. Open the WorkSpan App, navigate to the Referrals tab and open the “My Incoming Referrals” list view.
2. Review the “Customer Details” and “Referral Details” in their respective collapsable sections.

3. Click Accept in the Referral Actions LWCs.

This will bring up a modal where you can see the following branching options:

 For SAP partners the ‘Accept’ actions are not available.

3.1. Accept & link Incoming Referrals to Opportunity

1. Exactly the same as in this flow see 2.2.2, use the Opportunity lookup in the “Referral Actions” LWC to find the Opportunity you want to link to. Then click Accept & Link.
2. The Referral Status will change to “Accepted” right away, and the outbound payload with new status will be queued to WorkSpan (Refer 2.18.1.).
3. The standard “Edit Referral” modal window will appear where the Opportunity lookup is pre-populated with the selected Opportunity, and other fields might be pre-populated from that Opportunity based on the field mappings (Refer 2.4.2.2.). All the editing considerations apply here as well. See 2.2.6.
4. You can edit all the fields here, and once you click Save, an outbound payload will be queued to WorkSpan (Refer 2.18.1.).
5. If you click Cancel, then no changes will be committed, the Referral will roll back to be the same as before you clicked Accept & Link, except for the Referral Status, which will remain “Accepted”.

3.2. Accept & create new Opportunities from Incoming Referral

This option is only available if the feature toggle is enabled (refer 2.9).

1. Select “Create new” and click Accept & Create.
2. The Referral Status will change to “Accepted” right away, and the outbound payload with the new status will be queued to WorkSpan (Refer 2.18.1.)
3. The standard “New Opportunity” modal window will appear where some fields may be pre-populated based on the mapping in the auto-launched flow (Refer 2.9.1.).

4. You can edit all the fields here, and once you click Save, you will be redirected to the newly created Opportunity details page.
5. In the background, the Referral will be linked to the new Opportunity, and an outbound payload will be queued to WorkSpan.

3.3. Accept and do nothing else

The Referral Status will change to “Accepted” right away, and an outbound payload will be queued to WorkSpan.

Amazon referrals have to be accepted or declined before the referral expires. A warning message in the ‘Actions’ section will show the date & time when it expires. After that, the ‘Accept’ and ‘Decline buttons will not be available. 

4. Create a new Opportunity from Incoming Referral without accepting

This flow is identical to this one see 2.2.3.2, except for the accepting Referral part.

If the feature toggle is enabled and an Incoming Referral is not linked to a standard Opportunity yet, you will have the Create Opportunity button in the Referral Actions LWC. It allows the creation of an Opportunity from an Incoming Referral independently of accepting it.

1. Click Create Opportunity.
2. The standard “New Opportunity” modal window will appear where some fields may be pre-populated based on the mapping in the auto-launched flow (Refer 2.9.1.).

3. You can edit all the fields here, and once you click Save, you will be redirected to the newly created Opportunity details page.
4. In the background, the Referral will be linked to the new Opportunity, and an outbound payload will be queued to WorkSpan.

5. Decline Incoming Referrals

Once the referral is received, the AE needs to review it and then either Accept or Decline it. Here are the steps to the declining flow.

1. Open the WorkSpan App, navigate to the Referrals tab and open the “My Incoming Referrals” list view.
2. Open the Referral. Review the “Customer Details” and “Referral Details” in their respective collapsable sections.

3. Click Decline in the Referral Actions LWCs.

4. Confirm your choice in the modal that pops up. You can populate (or update if it was already populated) the Referral Status Change Reason field at the same time.

5. The Referral Status will change to ”Declined”, the Referral Status Change Reason will be updated if you have updated it in the modal, and the information will be sent to WorkSpan.

For SAP partners the ‘Decline’’ action is not available.

6. Edit Incoming Referral

Accepting/declining/linking an Incoming Referral does NOT affect your ability to edit it in any way. You can always edit all shared fields and your company details but not the customer details (your partner owns those). You can never edit some technical fields and some fields that are only supposed to be edited in WorkSpan. You also can’t edit your partner’s details, which are stored on the related Partner Referral record.