Sending and following up on quotes can be a high-volume process with significant revenue impact. This chapter describes built-in iService forms that can streamline the process for delivering quotes, provide a follow up mechanism for agents and managers, and allow customers to collaborate directly on the quotes. The goals of the quote process are to reduce the quote prep time required by agents, improve quote acceptance rates, reduce overall sales cycle time, and generate metrics and dashboards to help continuously improve the sales process.
Assumptions and Prerequisites
1.A topic(s) must be designated for quoting, and only quote requests are placed into that topic.
2.A topic(s) must be designated for tracking open quotes, and only follow up tickets will be placed into that topic.
3.Your quote templates are stored within stock responses the agent selects when composing a quote.
4.Interaction properties are used to store details of the quote, and are inserted into the stock response template for the quote. These properties are customizable.
Before you configure your quote and follow up forms, make sure you have the following prerequisites in place.
Create the Interaction Properties that are required in your quote. This includes values like price, quantity, delivery date that will be in your stock response. If any of the properties require a list, create the list in the Additional Details page. In addition to properties used to generate the quote, you might need a property to track the reason for the final disposition of your quote (won, lost, etc.).
In our example, we're using the following properties.
Property Name
ID
Property Type
Shared
0. Quote #
119
Case
False
1. Quantity
117
Case
False
2. Item #
35
Case
False
3. Item Description
115
Case
False
4. Unit Price
113
Case
False
5. Total Price
114
Case
False
6. Comments
118
Case
False
Quote Resolution
120
Case
False
In an ideal setup, the customer would be submitting a request with some values selected (e.g., quantity, item #, item description).
Create your Stock Responses that will be sent to your customer. The stock response will include the values you enter into the interaction properties created in step 1 above, and is what the customer will receive via email when you send the quote.
Create Topics for new quote requests ("To Quote") and tracking pending quotes ("Open Quotes"). Questions in the To Quote queue will presented using the custom quote form you configure below. When quotes are sent, a tracking ticket will be created in the topic you specify for "Open Quotes."
In our example, we created the following topics for quote requests and the follow up tickets.
After you have all of your prerequisites configured, you can create your quote configuration from the Quote Admin page (within the right side Settings Menu).
The Quote Admin page
Click "New Quote Configuration" to begin the process.
Click New Quote
Then configure the following aspects for your quote and follow up process.
1 - Select that topic that will contain the new requests for quotes. Agents will be given the custom quote form for questions in this topic.
2 - Select the properties that will contain the inputs for quotes in this topic. These properties must be setup and associated with your quote topic before you create the quote configuration.
3 - Select the stock responses that will be used for sending customer quotes for this topic. You may use as many stock response templates as desired. Agents will select their template from this list when preparing quotes for this topic.
4 - When a quote is sent, iService will create a tracking ticket and place it into a separate topic for tracking open quotes that are waiting for a customer decision. Select the topic for the tracking tickets here.
Sending and following up on quotes can be a high-volume process with significant revenue impact. This chapter describes built-in iService forms that can streamline the process for delivering quotes, provide a follow up mechanism for agents and managers, and allow customers to collaborate directly on the quotes. The goals of the quote process are to reduce the quote prep time required by agents, improve quote acceptance rates, reduce overall sales cycle time, and generate metrics and dashboards to help continuously improve the sales process. 
Step 1 - Setup interaction properties
