CRM Integration Use

Once the CRM integration has been setup on the administrative side, users are able to create and update opportunities, accounts, or contacts; search for accounts or contacts from the CRM for use on a quote; and create a quote from an opportunity on the CRM application. Integration with the CRM application can be done in two ways: by starting from CPQ and starting from an opportunity in the CRM.

Starting from CRM

For this integration method, user must log into his CRM then access CPQ from an opportunity. This method allows user to access CPQ, along with all the quotes and products, from within the CRM. This integration is used when user has access to the CRM and need to keep track of opportunities outside of CPQ. CPQ is then used to create a quote, import the customer information from the CRM, then export the price, line items, status, and any other information set up by the administrator to populate the opportunity.

Opportunity Create/Update

When starting from the CRM, CPQ uses the existing opportunity that came with the CRM. One can either use existing opportunities or new opportunities to access CPQ. The values entered for the fields in the CRM will be passed to the CPQ quote. For instance, the Opportunity Name may be passed into a custom field in CPQ. The fields that are passed from the opportunity to CPQ are controlled by the administrator. So different fields, or none of these fields, may be passed into a quote on your installation.

Figure A - Creating an Opportunity


Once the opportunity has been created, user can create a new quote in CPQ by clicking the custom link. This link may be named differently. Ask your administrator if you are unsure which link to use.

Figure B - Opening CPQ


Clicking the link will open CPQ within the same window. If this is the first time using this integration method then CPQ will ask user to login with his CPQ account login information. After logged in once this way, CPQ makes the connection between CRM account and CPQ account providing user with a single sign on session every time he access CPQ.
If the session times out while in CPQ, the login screen may appear. This page can be avoided by reopening the opportunity and clicking the link that opens up CPQ again. User is then logged in through the single sign on.

This connection between CPQ account and CRM account can be broken by the administrator. If this happens then user will be required to log into CPQ again as had been done the first time.

If the opportunity user is coming from has already been associated with a quote in CPQ, then that quote will open up in CPQ. If this opportunity has not been associated with quote yet, then the Home screen will be displayed where new quote can be created. User can normally create quote, and than he goes to the cart area where he will be able to import the customer information from the opportunity.
To associate a quote with the opportunity can be done by clicking the Create/Update Opportunity action. This makes an association in CPQ between that quote and the opportunity user came from. Next time user click the custom link in the opportunity to open up CPQ, this quote will be displayed.
If the quote is already associated with the opportunity, then the opportunity is updated with the quote’s information. This includes the price, line items, custom fields, quote status, and anything else that administrator has set up. Specifically, though, Opportunity Name and Closing Date are passed to the opportunity. Generally these values are pulled from custom fields in CPQ. If these fields are not available, or the values are not entered for them, then the Opportunity Name will be Webcom-QuoteNumber and the Close Date will be 6 months from the current date.
When a quote is associated with the opportunity, any changes made to the quote will be updated to the opportunity when Create/Update Opportunity is clicked. If a new quote is created and Create/Update Opportunity is clicked then that quote will be associated with the opportunity. In addition, when coming from the CRM application, if a user goes to a different quote than the one that is associated with the opportunity then two things could happen. If the newly opened quote already has an opportunity associated with it and Create/Update Opportunity is clicked, then that opportunity is updated with that quote’s information not the opportunity from which the user came from. If the newly opened quote does not have an opportunity associated with it, then when Create/Update Opportunity is clicked the opportunity from which the user came is updated with this quote’s information.

Importing Customers

Figure C - Configuring a Product


When in CPQ, user can create a quote as he would normally do. Once on the quote screen, he can import account and contact information from the CRM into the appropriate customer role (Bill To, Ship To, End User) through the Customer Info tab.

Figure D - Importing Customers


The customer roles, Bill To, Ship To, End To, may be automatically filled in with the opportunity account and contacts data. This is determined on how the administrator has set up the integration. So the data may not be be populated automatically.
If not, then user can import the opportunity account or contact data. Doing this will create a new local customer for given CPQ account. This customer can be used again without having to import them from the CRM. If the customer already exists as a local customer for user's CPQ account, then the information will be updated with the information from the CRM.

Starting from CPQ

Used mainly for resellers of a company, this method allows them to completely bypass the CRM application and use only CPQ. This allows the parent company of the resellers to keep track of quotes created by user with opportunities, which then allows them to forecast based on these opportunities.

Opportunity Create/Update

Depending on how administrator has setup the integration, opportunity fields will be updated as actions behind the cart actions that user performs, or if a new quote has been created then CPQ will create an opportunity with the information from the quote. For instance, when user click Generate Quote, the system may export the data from CPQ to the CRM.
Alternatively, the administrator may set it up so that user needs to export the data to the CRM himself. This is done through the Create/Update Opportunity cart action. Performing this action exports the data from CPQ to a new opportunity or existing opportunity that the current quote is associated with.

Because the system needs to connect with the CRM when exporting the data from CPQ, the process of creating or updating an opportunity from CPQ may take additional time. If the CRM is taking too much time or is not responding, then user will receive message.

Importing Customers

Figure E - Configuring a Product

When in CPQ, user can create a quote as normally would. Once on the quote screen, you can import account and contact information from the CRM into the appropriate customer role (Bill To, Ship To, End User) through the Customer Info tab.

Figure F - Importing Customers


When starting from CPQ for CRM integration, the company user's CPQ account has been added to is used. This company must be associated with an account on the CRM. With this connection made, user can browse the partner and child accounts of that account. Then, he can import contacts and accounts that are associated with that account.
Once a contact has been imported, that contact is added as a local customer for given CPQ account. This customer can be used again without having to import them from the CRM. If the customer already exists as a local customer for certain CPQ account, then the information will be updated with the information from the CRM.

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