The purpose of Deal Desk is to streamline the opportunity management process while acting as a trusted business partner for field sales. We are the first point of contact for sales support.
The Deal Desk team will do their best to respond to each request within 4 hours. Revenue generating, current quarter requests will take priority, especially during Month & Quarter End. If a task is not resolved within 24 hours it will be escalated (if necessary).
| Type of Request | First Response | Resolution |
|---|---|---|
| Basic Quote Assistance | 6 Hours | 8 Hours |
| Ramp Deal | 6 Hours | 24 hours |
| Flat Renewal | 6 Hours | 24 Hours |
| IACV Calculation | 6 Hours | 24 Hours |
| Contract Reset / Co-Term | 6 Hours | 24 Hours |
| RFP/Vendor Forms | 6 Hours | Dependent on AM |
Deal Desk's primary communication channel is Salesforce Chatter. When you chatter @Sales-Support, it will automatically create a case in the Deal Desk queue. Deal Desk team members monitor the queue daily and will respond to a case within 6 hours, Monday-Friday, with the exception of National/Regional holidays. Resolution or escalation will occur within 24 hours.
To Chatter the DD team, tag @Sales-Supportin the comment field on the related opportunity or account page and a short sentence on your request. If the Deal Desk team needs more information, we will follow up directly via Chatter.
Please avoid tagging Deal Desk team members directly in chatter, instead use @Sales-Support to ensure coverage in case the DD team member who replied first is OOO. If someone is working on a case, they will continue to support until the case is closed. If an issue has been resolved, you need to chatter @Sales-Support to reopen a case.
The Deal Desk team is located around the world and will be available during standard business hours within most regions.
EMEA
AMER
APAC
SF Chatter will send automatic replies on behalf of the DD member who changed the status of the case (by tagging the requestor in the Chatter comment): Status change to “In Progress” will generate “I am working on this” reply. Status change to “Closed” will generate “This is all set” auto reply in Chatter.
In order to switch off the auto reply function, the checkbox “Suppress auto case reply?” should be ticked under each case.
Use our Slack channel in case of general, non-record related requests and/or urgent questions: #sales-support
If the request is related to a quote, opportunity, or acccount - please chatter on the page in Salesforce instead of the Slack channel.
Please avoid contacting the DD team members directly via Slack. Utlizing the channel is best to ensure timely coverage and helps others who may have simliar questions.
In cae of a specific opportunity or quote related question please use SF Chatter (see section Salesforce Chatter Commnunication)
Desk Desk process updates and announcements will be communicated via #Sales Slack channel.
Monitoring #sales-support - Best Practices link to come!
#deal-desk-ops - Deal Desk, Billing Team channel for discussion on specific requests or training opportunities
#deal-desk-team - Deal Desk Team Members
#field-ops-team - Field Ops Team
#sales-ops-team - Sales Ops
#zuora - Zuora errors/questions
For end of quarter support (Monday, Wednesday, Friday at 12 PM EST ). Calendar invite will be sent to Sales-All Distribuition group.
Priority will be given to opportunities closing within the quarter.
Supported topics include:
Renewal opportunities are automatically generated once a Renewal opportunity or a New Business has been Closed-Won in a previous period. If you don’t have an open Renewal opportunity, please chatter @Sales-support on the Closed-Won opportunity or the Account in SFDC. For all renewal opportunities, the Opportunity Type should be Renewal.
Please make sure the naming convention of the Renewal opportunity follows these guidelines:
To calculate IACV on renewal opportunities, please review the IACV page of the handbook. Alternatively, please chatter @Sales-support on the opportunity for assistance in calculating IACV.
You can also use this calculator to estimate the IACV of the renewal.
A renewal can be structured in several different ways. The customer can upgrade, downgrade, coterm, true-up or opt for a flat renewal.
Renewal term remains the same as the original subscription, for example we are renewing a 1 year subscription for an additional year. If the term changes, please create a New Subscription.
If the price of the added quantities is different than the price of the quantities renewed, please add a separate line for the new seats.
For example: Renewal of Starter, quantity: 50, unit price: $39, total price: $1,950. New Starter - 1 Year, quantity: 50, unit price $48, total price: $2,400.
We are changing the previous plan purchased, renewal term remains the same as the original subscription, for example we are renewing a 1 year subscription for an additional year. If the term changes, please create a New Subscription. Follow the same steps than in a Standard Renewal but on product selector page remove the old plan and add the new plan with the quantity needed.
In the event that the customer wants to reset their contract, this would be considered a renewal. For example, a customer starts January 1st for 12 months, but wants to reset starting April 1st for another 12 month term. Create the quote by cancelling the existing subscription and creating a new opportunity and quote for the new contract term.
A flat renewal is when the customer is simply renewing their previous subscription without making any ammendments to users, product type, term, or additional services. The Deal Desk team will assist in creation and processing of Flat Renewals that meet the qualifications outlined below.
It is the sales teams responsibility to track the renewal and request support for a flat renewal. Flat renewals will not be monitored by Deal Desk unless there is a request for flat renewal support.
To qualify for flat renewal support, the opportunity must meet all of the following guidelines:
Renewal ACV is under $10,000
IACV is $0.00 (Flat, no upside or downside/same value year over year)
Renewal has no true-up or add-ons and product tier remains the same
Renewal will not be co-termed with another existing subscription
Customer is in good standing (no billing disputes or collection issues)
Flat Renewal Support button, located at the top of the opportunityA case is created within Salesforce and sent to a queue monitored by the Deal Desk team.
The team will review the opportunity to ensure it meets requirements. If the request does not meet flat renewal support criteria, or if additional information is needed, the Deal Desk team will notify the requestor on the Opportunity chatter.
The Deal Desk team will create the flat renewal quote that matches the customers previous subscription with the exception of updating the start/end dates. The renewal term will match the previous subscription term unless otherwise stated in the Opportunity chatter by the requestor.
Once the quote is created, the Deal Desk team will chatter on the opportunity with an attached PDF of the quote.
Sales Team will be responsible for sending the quote to the customer for review and signature. Once the quote is signed, the sales team will attach it to the opportunity and submit the opportunity for approval, following standard Sales Order Processing guidelines.
The renewal will be reviewed and approved by the Billing Team.
SLA for flat renewals is 24 hours, Monday - Friday (Pacific Time). If renewal support is requested after 2:00pm (Pacific Time) on a Friday, the renewal will be processed the following business day.
If your quote contains any of the following special circumstances, or if you have questions regarding basic quotes, you are encouraged to send chatter the Deal Desk team on the Account or Opportunity record. Please provide as much detail as possible, including links to relevant records, dates, user counts, and other useful information.
If the customer wishes to reset their terms in the middle of their term (for example, they want to upgrade, but want to reset their term for another 12 months), you will need to create a new subscription. In this case, the Subscription Type will be 'New' while the Opportunity Type will be 'Renewal'.
If the customer has multiple groups and wishes to consolidate their subscriptions, an "Amendment" may be created against a "Renewal Business" opportunity. Splitting out a single subscription. Conversely, there may be times when a customer needs to split their single subscription into multiple subscriptions. When this occurs, the Subscription Type and Opportunity Type will be 'Renewal'.
If the prospect or customer would like to employ a ramped pricing schedule where they may want to increase their user count over time.
Two examples of ramped schedules include:
Year 1 will be for 100 users and year 2 will be for 200 users.
Year 1 will be $45 per user per year and year 2 will be $48 per user per year.
Co-terming is when a customer wants to align two or more subscriptions with different end dates.
Example:
Customer has 2 subscriptions for Premium.
Subscription 1 = 100 seats, expiring 2018-06-30
Subscription 2 = 50 seats, expiring 2018-12-31
The most likely scenario is to co-term into the subscription ending last:
On the renewal opportunity for subscription 1, create an amendment quote for subscription 2;
The start date for the amendment will be 2018-07-01;
Add 100 seats to the existing 50 and close as usual;
The other scenario is co-terming into the subscription ending first: This requires two steps: first combining the subscriptions, then cancelling the leftover one.
Create a new opportunity, with a quote amending subscription 1;
The start date will remain unchanged, e.g. 2018-04-01;
Add 50 seats to the existing 100 and close as usual;
Once closed, create a new opportunity to cancel subscription 2 on the day before the start date of the previous quote e.g. 2018-03-31;
The Deal Desk team will assist with Month End Close Process tasks. For a detailed overview of the tasks and responsibilities of Month End, please review this document.
