Creating Custom Stages for Deals and Services

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Overview

When looking at your firm's different services, the path from identifying a prospect to completing the work can vary greatly. Deals and Services in Practifi ship with a default set of stages. As of the Pinot Blanc release, your firm also has the option of creating custom stages to reflect its unique business processes.

Practifi Administrators can add custom stages for the Deal object, the Service object or both. This article outlines important information to know before enabling custom stages. You'll also find guidance on how to set up custom stages for Deals and/or Services in your Practifi organization.

Considerations

Enabling custom stages for Deals and Services has several impacts on your Practifi organization. If possible, we strongly recommend testing these changes in a sandbox environment prior to rolling them out in production. Before proceeding, please be aware of the following:

  • Once you create a record type in the Deal or Service object, all subsequently created records must have record types. This means a few things:
    • Once this feature is enabled, it cannot be turned off again. Therefore, be sure you want to use it before enabling it.
    • If a Deal or Service is created for a Service Type with no record type specified, it will use the default record type that appears in the active user's profile. Unless a profile has been modified, the default record type is the first one created for that object.
    • Deals created in the Business Development app or for prospective members in the Retirement app don’t relate to Service Types; however, they, too, will need record types to be assigned. To do so, use the Biz Dev Deal Record Type Name and Member Deal Record Type Name settings in the Practifi Settings section of Custom Settings (found in Salesforce Setup). In these fields, specify the API Name of the record types you wish to use.
  • Certain predefined stage values are used within Practifi, such as the Mark as Closed Won action, which updates a Deal’s stage to Closed Won; these will continue to work irrespective of how the Stage field is customized.
    • As a general rule, we recommend customizing the open stages of a Deal or Service rather than those which denote that it’s closed.
    • Please note: The Business Development app uses a Status field on the Deal object to represent different stages of the lifecycle, unlike the Advisor app, which uses a Stage field. Any customizations made to the Status field values will impact the automation associated with the lifecycle flows in the Business Development app, as all Status values are integrated with these flows.
  • Once a record type is created, it cannot be deleted. However, it can be renamed and its stages reconfigured to be used with other Service Types.
  • Future Salesforce release updates plan to place a hard limit on the number of record types that can be used within an instance; currently, the planned limit is 200.
    • Practifi itself contains only 21 record types out of the box, so creating new record types to customize Deal and Service stages won’t risk hitting that limit.
    • However, if your instance is heavily customized or contains several AppExchange products, you should take stock of the number of record types in use and the number you plan to create before enabling this feature.
  • If no record types exist on the Deal or Service object, then the record is created without a record type.
  • If one or more record types do exist, then the Record Type Name on the related Service Type is checked.
    • If a name is specified and it’s the same as a real record type name, then the record is created with that record type.
    • If a name either isn’t specified or doesn’t match a record type, then the record is created, but its record type will be based on the default record type of the active user.

 

Add Record Types

The first step is to add record types for the Deal and/or Service object in Salesforce Setup. Each Service Type in your organization can be associated with one record type for Deals and one record type for Services.

Deal Object

To add record types to the Deal object in Salesforce Setup:

  1. Select the gear icon and select Setup from the drop-down menu. 

    Screenshot 2023-10-26 at 2.55.00 PM.png

  2. In Setup, select the Object Manager tab next to the Home button.

    Screenshot 2023-10-26 at 2.57.17 PM.png

  3. In the Object Manager, use the Quick Find search to search for Deal.
  4. Click the hyperlinked label for the Deal object.

    Screenshot 2024-06-21 at 2.28.52 PM.png

  5. On the Deal object record, click Record Types.

    Screenshot 2024-06-21 at 2.34.13 PM.png

  6. On the Record Types page, click New.

    Screenshot 2024-06-21 at 2.36.32 PM.png

  7. Enter the following information:

    • Existing Record Type - Confirm that Master is selected.
    • Record Type Label - Enter a descriptive name for the record type.
    • Record Type Name - This field is automatically populated with the text entered in the Record Type Label field.
    • Description - Optionally, enter a description for the record type.
    • Active - Confirm that this box is checked.
  8. Click Save.
  9. Repeat steps 5-8 for each record type you want to create for the Deal object.

Service Object

To add record types to the Service object in Salesforce Setup:

  1. Select the gear icon and select Setup from the drop-down menu. 

    Screenshot 2023-10-26 at 2.55.00 PM.png

  2. In Setup, select the Object Manager tab next to the Home button.

    Screenshot 2023-10-26 at 2.57.17 PM.png

  3. In the Object Manager, use the Quick Find search to search for Service.
  4. Click the hyperlinked label for the Service object.

    Screenshot 2024-06-25 at 12.04.50 PM.png

  5. On the Service object record, click Record Types.

    Screenshot 2024-06-25 at 12.06.33 PM.png

  6. On the Record Types page, click New.

    Screenshot 2024-06-25 at 12.18.41 PM.png

     

  7. Enter the following information:

    • Existing Record Type - Confirm that Master is selected.

    • Record Type Label - Enter a descriptive name for the record type.

    • Record Type Name - This field is automatically populated with the text entered in the Record Type Label field.

    • Description - Optionally, enter a description for the record type.

    • Active - Confirm that this box is checked.

  8. Click Save.
  9. Repeat steps 5-8 for each record type you want to create for the Service object.

Assign Record Types to Profiles

The next step is to make the new record type(s) available for all user profiles in your organization. Do the following:

Deal Object

To associate Deal record types with profiles, do the following:

  1. In Setup, use the Quick Find search to search for and select Profiles.

    Screenshot 2024-06-25 at 12.31.01 PM.png

  2. Click on the hyperlinked name of the profile to which you want to assign the record type.

    Screenshot 2024-06-25 at 12.49.44 PM.png

  3. On the profile page, scroll down to the Record Type Settings section. 
  4. Under the Custom Record Type Settings heading, find Deals and click the Edit link. (You can use Ctrl+F or Command+F to search for "custom record type settings".)

    Screenshot 2024-06-26 at 11.59.05 AM.png

  5. Ensure all record types you created for the Deal object are selected for this profile by highlighting them and clicking the Add arrow button to move them from the Available Record Types box to the Selected Record Types box.

    Screenshot 2024-06-26 at 12.11.15 PM.png

  6. If you created more than one record type for Deals, click the Default picklist and select a default record type.

    Screenshot 2024-06-27 at 9.12.22 AM.png

  7. Click Save.
  8. Repeat Steps 2-6 for all the profile types used in your organization.

Service Object

To associate Service record types with profiles, do the following:

  1. In Setup, use the Quick Find search to search for and select Profiles.

    Screenshot 2024-06-25 at 12.31.01 PM.png

  2. Click on the hyperlinked name of the profile to which you want to assign the record type.

    Screenshot 2024-06-25 at 12.49.44 PM.png

  3. On the profile page, scroll down to the Record Type Settings section. 
  4. Under the Custom Record Type Settings heading, find Services and click the Edit link. (You can use Ctrl+F or Command+F to search for "custom record type settings".)

    Screenshot 2024-06-26 at 12.14.10 PM.png

  5. Ensure all record types you created for the Service object are selected for this profile by highlighting them and clicking the Add arrow button to move them from the Available Record Types box to the Selected Record Types box.

    Screenshot 2024-06-26 at 12.16.16 PM.png

    Please note: A default record type is already selected for user profiles for the Service object.
  6. Click Save.
  7. Repeat Steps 2-6 for all the profile types in use in your organization.

Add Custom Values to the Stage Field

Next, you'll edit the Stage field in the Object Manager to add custom values.

Deal Object

To edit the Stage field for the Deal object:

  1. Select the gear icon and select Setup from the drop-down menu.
  2. In Setup, select the Object Manager tab next to the Home button.
  3. In the Object Manager, use the Quick Find search to search for Deal.
  4. Click the hyperlinked label for the Deal object.
  5. On the Deal object record, click Fields & Relationships.

    Screenshot 2024-06-26 at 12.40.43 PM.png

  6. On the Fields & Relationships page, use the Quick Find to search for Stage.
  7. Click the hyperlinked Stage field label.

    Screenshot 2024-06-26 at 12.43.26 PM.png

  8. Scroll down to the Values section and click New.

    Screenshot 2024-06-26 at 12.46.54 PM.png

  9. On the Add Picklist Values screen, enter each custom value you want to add on its own line in the text box.
  10. Check the box(es) for the record type(s) you want to associate the custom values with.

    Screenshot 2024-06-26 at 12.50.48 PM.png
  11. Click Save.
  12. Click the Record Types heading.
  13. Click on the hyperlinked record type label to add custom stages.

    Screenshot 2024-06-26 at 2.42.08 PM.png

  14. On the Record Type screen, click the Edit link next to Stage.

    Screenshot 2024-06-26 at 2.44.05 PM.png

  15. On the Record Type Edit screen, click to highlight the values you want to add for that record type and click the Add arrow to move them from the Available Values box to the Selected Values box.
  16. Click the Default picklist and select which value you want to use as the default for the Stage field.

    Screenshot 2024-06-26 at 4.25.06 PM.png
  17. Click Save.
  18. If you created multiple record types for the Deal object, repeat steps 12-17 for each record type.

Service Object

To edit the Stage field for the Service object:

  1. Select the gear icon and select Setup from the drop-down menu.
  2. In Setup, select the Object Manager tab next to the Home button.
  3. In the Object Manager, use the Quick Find to search for Service.
  4. Click the hyperlinked label for the Service object.
  5. On the Service object record, click Fields & Relationships.

    Screenshot 2024-06-26 at 4.08.48 PM.png

  6. On the Fields & Relationships page, use the Quick Find to search for Stage.
  7. Click the hyperlinked Stage field label.

    Screenshot 2024-06-26 at 4.10.06 PM.png

  8. Scroll down to the Values section and click New.

    Screenshot 2024-06-26 at 4.13.10 PM.png

  9. On the Add Picklist Values screen, enter each custom value you want to add on its own line in the text box.
  10. Check the box(es) for the record type(s) you want to associate the custom values with.

    Screenshot 2024-06-26 at 4.16.02 PM.png

  11. Click Save.
  12. Click the Record Types heading.
  13. Click on the hyperlinked record type label to add custom stages.

    Screenshot 2024-06-26 at 4.17.56 PM.png

  14. On the Record Type screen, click the Edit link next to Stage.

    Screenshot 2024-06-26 at 4.18.58 PM.png

  15. On the Record Type Edit screen, click to highlight the values you want to add for that record type, then click the Add arrow to move them from the Available Values box to the Selected Values box.
  16. Click the Default picklist and select which value you want to use as the default for the Stage field.

    Screenshot 2024-06-26 at 4.22.17 PM.png

  17. Click Save.
  18. If you created multiple record types for the Service object, repeat steps 12-17 for each record type.

Associate Record Types with Service Types

After you've made the necessary changes in Setup, the final step is to associate your new record types with Service Types in the Settings app. Do the following:

  1. Click the App Launcher and select Settings.

    Screenshot 2024-06-21 at 8.32.10 AM.png

  2. In the Settings app, click the Navigation menu and select Service Types.

    Screenshot 2024-06-21 at 8.34.52 AM.png

  3. On the Service Types page, click the hyperlinked name of the Service Type you want to edit. The Service Type record opens in a new tab.

    Screenshot 2024-06-26 at 4.31.16 PM.png

  4. To use custom stages for Deals created using this Service Type, click the pencil icon in the Deal Record Type field.

    Screenshot 2024-06-26 at 4.38.09 PM.png

  5. Copy the record type’s API Name from the Deal object in Object Manager and paste it into the Deal Record Type field.

    Screenshot 2024-06-26 at 4.40.12 PM.png

  6. To use custom stages for Services created using this Service Type, click the pencil icon in the Service Record Type field.

    Screenshot 2024-06-26 at 4.41.21 PM.png

  7. Copy the respective record type’s API Name from the Service object in Object Manager and paste it into the Service Record Type field.

    Screenshot 2024-06-26 at 4.42.38 PM.png

  8. Click Save.
  9. Scroll up and click the Sync with Services button.

Understanding Default Stages

Please note the following about default stages for Deals and Services:

  • For Services, if the Service Record Type field on the Service Type record is populated with a record type API Name, Services created will use the custom stages configured. If not, the default Stage values configured in the product will be applied to the Service records created. Each profile will have a default record type saved under Record Type settings which serves as a mapping for these default values.

  • For Deals, if the Deal Record Type field on the Service Type record is populated with a record type API Name saved, Deals created will use the custom stages configured. If not, all Stage values specified on the Deal object will apply to the Deals created. The default value for any newly created Deal would correspond to what is defined as the default value within the Stage field on the Deal object.

    • If there are multiple record types for the Deal object, one of them should be nominated as the default record type at the profile level. If there is no default record type chosen at the profile level, the system chooses the first record type created as the default.

Mass Updating Records with Different Stages

A new Change Stage action on Deal and Service record lists lets you update stages across records, even if they have different record types. The action groups the selected records into their separate record types and presents a unique Stage picklist for each record type.

 

Screenshot 2024-06-28 at 2.44.28 PM.png

 

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