Shadow Lead/Opportunity

General Description of the Feature

The feature introduces Shadow Lead/Opportunity functionality, enhancing integration between OneDealer and RSP. The feature covers the seamless management of externally created leads, opportunities, quotes, contracts, and cases, ensuring data consistency and preventing the modification of externally processed records within OneDealer. Additionally, UI enhancements provide users with the ability to view and interact with relevant RSP data while maintaining integrity across systems.

Shadow Lead/Opportunity Integration

Shadow Leads/Opportunities are read-only entities created from external systems and displayed in OneDealer. They are flagged as externally processed (ProcessedExternally) and prevent users from making modifications to critical external data. This ensures consistency between the external RSP system and OneDealer.

Service Methods for Data Handling

Create or Update Inquiry (RSP Lead)

This service handles the creation or update of inquiries received from RSP and ensures the correct linking between DSW internal entities and external data from RSP.

• URL: ~/Files/Services/RSPServices.onesrv?m=CreateOrUpdateInquiry

{
    "rspInquiry": {
        "InquiryId": {
            "InternalCode": "",
            "ExternalCode": "PROCAR-610_016"
        },
        "LeadId": {
            "InternalCode": null,
            "ExternalCode": "PROCAR-610_L016"
        },
        "CreateDate": "2024-10-03T13:30:00",
        "UpdateDate": "2024-10-03T14:30:00",
        "UserId": {
            "InternalCode": "270",
            "ExternalCode": null
        },
        "InterestName": "AUDI A3 Sport Sedan 2.0 TFSI Design quattro S tronic",
        "VehicleType": "GW",
        "Status": {
            "InternalCode": "Qualified",
            "ExternalCode": "Qualified"
        },
        "Source":{
            "InternalCode": "PCs1",
            "ExternalCode": null
        },
        "CampaignId": "Camp-PROCAR-610_016",
        "CampaignName": "Test Campaign PROCAR-610_016",
        "CustomerInformation": {
            "FirstName": "Niklas",
            "MiddleName": null,
            "LastName": "Brunner",
            "Name": "Brunner Niklas",
            "Email": "jonas.niederfahrenhorst@web.de",
            "Address": {
                "Street": "Schwaigerstraße",
                "StreetNo": "24A", //changed this one for update
                "ZipCode": "92224",
                "City": "Amberg",
                "Country": "DE",
                "AddressPlaceType": 1
            },
            "EmailConsent": true,
            "MailConsent": true
        },
        "BusinessPartnerCode": {
            "InternalCode": "700607",
            "ExternalCode": "RSP700607_1"
        },
        "ContactPersonCode": {
            "InternalCode": "3114",
            "ExternalCode": ""
        },
        "OutletId": {
            "InternalCode": "3FMCcQvwn0mZrBaFJKM0oA",
            "ExternalCode": ""
        }
    }
} 

• Accepted Values:

  • VehicleType:
    • NW: New Vehicle
    • GW: Used Vehicle
    • VW: Demo Vehicle
    • DW: Company Vehicle
    • JW: Young Used Vehicle
    • VM: Demo Motorcycle
    • DM: Company Motorcycle
    • JM: Young Used Motorcycle
    • NM: New Motorcycle
    • GM: Used Motorcycle
  • Status:
    • Generated
    • Person Qualified
    • Qualified
    • Interest Qualified
    • Disqualified
    • In Process
    • Not Qualifiable

• Validations:

  • Business Partner and Contact Person must be valid entries in DSW.
  • If Inquiry ID is provided, the system will check if it already exists in DSW. If not, an error will be returned.
  • Provided internal IDs for User and Location must be valid entries in DSW.

Create or Update Lead (RSP Opportunity)

This service handles the creation or update of opportunities from RSP, linking the external lead data with DSW internal system. An RSP Opportunity created in DSW will produce a Shadow Lead which will be converted directly into opportunity.

• URL: ~/Files/Services/RSPServices.onesrv?m=CreateOrUpdateLead

{
    "rspLead": {
        "LeadId": {
            "InternalCode": "",
            "ExternalCode": "PROCAR-610_L017"
        },
        "CreateDate": "2024-10-03T14:30:00",
        "UpdateDate": "2024-10-03T14:30:00",
        "CloseDate": "",
        "RejectionReason": "",
        "Stage": "Initiation",
        "BusinessPartnerCode": {
            "InternalCode": "700607",
            "ExternalCode": "RSP700607_1"
        },
        "ContactPersonCode": {
            "InternalCode": "3114",
            "ExternalCode": null
        },
        "Description": "AUDI A3 Sport Sedan 2.0 TFSI Design quattro S tronic",
        "VehicleType": "GW",
        "ModelCode": {
            "InternalCode": "SpDyJzIs30G31AsnIljLMA",
            "ExternalCode": "BMW_ALLG"
        },
        "UserId": {
            "InternalCode": "270",
            "ExternalCode": null
        },
        "ActiveQuoteId": {
            "InternalCode": "",
            "ExternalCode": ""
        },
        "OutletId": {
            "InternalCode": "3FMCcQvwn0mZrBaFJKM0oA",
            "ExternalCode": null
        }
    }
} 

• Accepted Values:

  • Stage:

    • Initiation
    • Test Drive
    • Offering
    • Contracting
    • Won
    • In Delivery
    • Won/Delivered
    • Lost
    • Duplicate

  • VehicleType: (Same as Inquiry)

  • RejectionReason:

    • Price is too high
    • Has opted for another dealer
    • Has opted for another brand
    • Trade-in offer too low
    • Moved purchase
    • Contract cancelled
    • Declined financing
    • Used vehicle
    • No news from client/prospect
    • Lost-Mass Ops

• Validations:

  • Business Partner, Contact Person, and User ID are mandatory and must be valid.
  • If Lead ID is provided, it must exist in DSW for an update to take place, otherwise, a new Lead will be created.
  • Provided internal Location ID must be a valid entry in DSW.

Create or Update Quote (RSP Quote)

This service is responsible for managing pricing, discounts, and other financial details related to quotes, ensuring consistency between RSP and OneDealer.

• URL: ~/Files/Services/RSPServices.onesrv?m=CreateOrUpdateQuote

 {
    "rspQuote": {
        "CreateDate": "2024-09-27T15:30:00",
        "HandoverDate": "2024-09-27T17:30:00",
        "LeadId": {
            "InternalCode": "153",
            "ExternalCode": "PROCAR-610_L016"
        },
        "QuoteId": {
            "InternalCode": "_5ntQjNkDk-WEnkNmrRkbA",
            "ExternalCode": "PROCAR-610_Q016"
        },
        "Name": "PROCAR-610_Q016",
        "Status": "Accepted",
        "QuoteNumber": "PROCAR-610_Q016",
        "Discount": 250.1,
        "TotalPrice": 23400.0,
        "MakeName": "BMW",
        "ModelCode": {
            "InternalCode": "SpDyJzIs30G31AsnIljLMA",
            "ExternalCode": "BMW_ALLG"
        },
        "VIN": "WBA4S31030FA00002"
    }
}

• Accepted Values:

  • Status:
    • Draft
    • Presented
    • Accepted
    • Declined
    • Invalid
    • Confirmed

• Validations:

  • Lead ID must be provided and linked to a valid opportunity.
  • If a Quote ID is provided, it must exist in DSW for an update to take place, otherwise, a new Quote will be created.
  • Provided internal Model Code must be a valid entry in DSW.

Create or Update Contract (RSP Contract)

This service manages contract details such as pricing, discounts, and financial terms for vehicles sold through OneDealer.

• URL: ~/Files/Services/RSPServices.onesrv?m=CreateOrUpdateContract

 {
    "rspContract": {
        "ContractId": {
            "InternalCode": "nXstpThgbEmoiL1lQ4jBJg",
            "ExternalCode": "PROCAR-610_C016"
        },
        "ContractNumber": "PROCAR-610_C016",
        "Description": "PROCAR-610_C016 description",
        "Status": "Accepted",
        "CreateDate": "2024-10-03T14:30:00",
        "ActivateDate": "2024-10-03T17:00:00",
        "RecordTypeName": "AccountBusiness",
        "Discount": 7235.3,
        "DiscountPercent": 11.74,
        "FinanceCompany": "BMW Bank",
        "FinanceRate": 2.5,
        "FinanceType": "Cash",
        "FollowUpState": "Done in Time",
        "OfferName": "PROCAR-610_Q016",
        "ListPrice": 61608.4,
        "NetPrice": 54373.1,
        "QuoteId": {
            "InternalCode": "_5ntQjNkDk-WEnkNmrRkbA",
            "ExternalCode": "PROCAR-610_Q016"
        },
        "OutletId": {
            "InternalCode": "3FMCcQvwn0mZrBaFJKM0oA",
            "ExternalCode": ""
        },
        "VatPercent": 5,
        "DiffTaxation": true,
        "TotalPrice": 64703.99
    }
}

• Accepted Values:

  • Status:

    • Draft
    • Presented
    • Accepted
    • Declined
    • Invalid
    • Confirmed

  • FollowUpState:

    • Open in Time
    • Open Escalated
    • Open Overdue
    • Done in Time
    • Done Escalated
    • Done Overdue

• Validations:

  • Provided Quote ID must be linked to an existing opportunity in the system.
  • If a Contact ID is provided, it must exist in DSW for an update to take place, otherwise, a new Contact will be created.

Create or Update Case (RSP Case)

This service handles customer service cases such as inquiries, complaints, or support issues and links them with relevant opportunities.

• URL: ~/Files/Services/RSPServices.onesrv?m=CreateOrUpdateCase

 {
    "rspCase": {
        "CaseId": {
            "InternalCode": "hRPTvzeQVkKmPtphk_JtAA",
            "ExternalCode": "PROCAR-610_CA016"
        },
        "Description": "PROCAR-610_CA016 description",
        "IsEscalated": true,
        "LeadId": {
            "InternalCode": "153",
            "ExternalCode": "PROCAR-610_L016"
        },
        "CaseNumber": "PROCAR-610_CA016 - new",
        "CreateDate": "2024-10-03T14:00:00",
        "UpdateDate": "2024-10-03T14:30:00",
        "CampaignName": "PROCAR-610_CA016 CampaignName test - new",
        "Category": "General",
        "LocationName": "Lacation PROCAR-610_CA016 - new",
        "AppointmentDateStart": "2024-10-04T12:00:00",
        "AppointmentDateEnd": "2024-10-04T13:00:00",
        "FollowUpState": "Open Overdue",
        "Priority": "High",
        "MakeName": "BMW",
        "ModelName": "AUDI A3 Sport Sedan 2.0 TFSI Design quattro S tronic",
        "Status": "Planned",
        "Result": "Not Solved",
        "FeedbackStatusEot": "Inactive",
        "SubCategory": "Quality",
        "Subject": "Test Subject PROCAR-610_CA016 - new",
        "VIN": "WBA4S31030FA00002"
    }
}

• Accepted Values:

  • Category:
    • General
    • Product
    • Service
    • Sales
    • Handover
    • Internal
    • Purchase
    • Test Drive
    • Customer Care
    • Parts
    • Insurance
    • Finance
    • Own Delivery
    • Provided Delivery
    • Third Party Delivery
    • Data Quality
    • Deletion
    • Product Consulting
    • Delivery Time
    • Cancelation
    • Clarification
    • Complaint
    • Change
    • Warranty
    • Brochure
    • Invoice
    • Valuation
    • Acceptance
    • Unqualified
    • Garage
    • Cold Contact
    • No Financial Resources
    • Hot Contact
    • Customer Initiative
    • Later Interest
    • Undecided
    • Synchronisation
    • Offer
    • Leasing
    • EoT
    • Account Change Request
  • FollowUpState:
    • Open in Time
    • Open Escalated
    • Open Overdue
    • Done in Time
    • Done Escalated
    • Done Overdue

  • Priority:

    • High
    • Medium
    • Low
  • Status:
    • New
    • Open
    • Planned
    • In Progress
    • On Hold
    • Closed
  • Result:
    • Solved
    • Not Solved
    • Delivery Sucessful
    • Late Delivery
    • No Delivery
    • Cold Contact
    • No Financial Ressources
    • Hot Contact
    • Customer Initiative
    • Later Interest
    • Undecided
    • Rejected
    • Completed
    • Not Completed
    • Performed
    • Not Performed
    • No Show
    • Feedback captured
    • Canceled
    • Agreed_Return_Date
    • Cust_Not_Reached
    • Negotiation
    • Not_A_Customer_Anymore
    • Prolongation
    • Cust_Pays
    • Dealer_Pays
    • Follow_Up_Contract
    • Accepted
    • Partly Accepted
  • FeedbackStatusEot:
    • Inactive
    • Feedback pending
    • Feedback not final
    • Feedback final
  • SubCategory:
    • Appointment
    • Tidiness
    • Quality
    • Brochure
    • BMW Magazin
    • Welcome Package
    • Welcome Package with Service Card
    • Service Card
    • None
    • Direct Sales Opt/Out
    • Deletion
    • UCID
    • Damage
    • End of Term Feedback
    • Correspondence
    • Follow Up
    • Account Not Assigned
    • DMS Data Error
    • DMS Interface Error
    • DMS Data Incomplete
    • RSP Configuration Error
    • Error
    • Warning

• Validations:

  • Case ID must be valid if updating an existing case.
  • Lead ID must be linked to a valid opportunity.

Entity and UI Changes

The feature update introduces also significant enhancements to the way external data, particularly from RSP, is displayed and managed within DSW. These changes are designed to ensure seamless integration, while clearly distinguishing between internally managed entities and externally processed records. Below is a detailed breakdown of changes across various key entities and user interface components.

Inquiry

Inquiry Grid List:

• External Inquiry Flags: Inquiries created via RSP are flagged as externally processed (ProcessedExternally). 
• Limited Actions: Actions that apply to internal inquiries, such as reassigning or editing inquiries, are hidden or disabled for external inquiries. This ensures the data integrity of externally processed inquiries, which cannot be modified by users in DSW.
• Information Access: Users can still click through to view external inquiries, but the interaction is limited to view-only mode.

Inquiry Page:

• Read-Only Mode for External Inquiries: For inquiries created from RSP, the inquiry page is displayed in a read-only format. The page will allow users to view key details such as vehicle type, business partner information, and inquiry source, but almost all actions are disabled. "Linked Business Partner" action is the only available to redirect the user into the Business Partner Card page.
• RSP Data Visibility: RSP-specific data, such as external inquiry IDs and external source links, are also shown to help users navigate back to the originating system.

Sales Process Page (Lead/Opportunity Pages)

The Sales Process Page has been altered and limited to include only the following tabs: Overview, Vehicle, Interactions, Related, Details

In addition, each Quote, Contract or Case created from RSP is displayed in DSW in the form of an activity. Since there is no workflow in externally processed leads, the activities used to represent such actions are configured in respective setup keys. Also, the initial creation of a Shadow Lead is represented with an Initial Contact activity and a lead send from RSP including a date in the "CloseDate" property is producing a Final Activity, which both of them must be configured in respective setup keys. All these activities are created directly as closed, already performed activities.

Overview Tab:

• The overview information of the Business Partner, Lead and Addresses are displayed within this tab and all the data are read-only.

Vehicle Tab:

• Vehicle Information: The description and the VIN are displayed as provided from RSP.

Interactions Tab:

• Interaction Logging: For Shadow Opportunities, interactions such as Business Partner bound activities are still present in DSW following the Lead interaction tab rules. Additionally, activities created because of an RSP Quote, Contract or Case are displayed both in the sidebar and in the Interactions tab.

Related Tab:

• Relations: Other related leads externally processed or manually created can be found here if there are referring to the same Business Partner.

Details tab:

• Additional Fields: Custom field "Rejection Reason" for RSP-specific data includes the value as provided from RSP.

Sub-Headers:

• External Processing Flags: The sub-header of the Lead/Opportunity page includes the link to redirect the users into the respective entity in the RSP system.
• Additional Fields: Custom field "Stage" for RSP-specific data includes the value as provided from RSP.

Sidebar:

• Details: For Shadow Opportunities, the sidebar provides a summary of key financial data, such as the active document information, net price and any applied discounts. These fields are displayed as read-only and are synced with the data provided by RSP.
• Agenda: The activities created from the initial contact, quote, contract and case posting and final contact can be found here.

Quote and Contract:

• Quote Data: For Shadow Opportunities linked to quotes from RSP, the data related to the "Quote" are available in the sidebar where users can view pricing, discounts, and related details. 
• Contract Data: Similarly, the "Contract" related data are also presented in the sidebar.

Calendar

Closed Activities for External Records:

• Visibility of External Activities: External activities mentioned above, that are linked to Shadow Opportunities are displayed in the calendar. These activities are cannot be edited or rescheduled within DSW and since they are flagged as closed, they can be viewed in the calendar when the "Show Closed activities" mode is activated.
• Activity Details: Clicking on an external activity in the calendar will open a read-only view that shows details like the date, time, and associated opportunity. Users can see information but are restricted from making changes to external activities.

Business Partner

DMS Code Management:

• Support for Multiple DMS Codes: The update introduces support for managing multiple DMS codes for a single business partner. This is particularly useful for multi-dealership operations where the same business partner may have different DMS codes associated with different companies. More information can be found here: Business Partner: multiple DMS-Codes
• Grid List Enhancements: The Business Partner grid list now includes a flyout that displays all DMS codes associated with a business partner. When a user clicks on the "i" icon next to a business partner's name, they can view the complete list of DMS codes and the corresponding companies.
• Company-Specific DMS Code Display: When a user is logged into a specific dealership, the system dynamically displays the DMS code relevant to that company. This ensures that users always see the most relevant DMS code for their business context.

Business Partner Page:

• Multiple DMS Code Flyout: On the Business Partner detail page, a flyout has been added that displays all associated DMS codes. This flyout is accessible through a button in the sub-header and shows each DMS code along with the corresponding company details. This feature provides transparency for multi-dealership operations where the same business partner may have multiple identifiers.
• RSP Links: For Business Partners linked to RSP data, a direct link to the external system is provided in the sub-header. This enables quick navigation to the corresponding RSP record for additional details or updates.

Business Benefit 

This feature ensures seamless integration with RSP, enhancing DSW's ability to manage externally created leads, quotes, contracts, and cases. By restricting editability and maintaining data integrity for externally processed entries, users can track all relevant data while preventing errors. The comprehensive view of quotes, contracts, and cases directly in the Lead/Opportunity pages improves user efficiency and provides quick access to critical information, streamlining sales and support processes.

Configuration 

Setup Keys

Additional Information