Quote Configuration Guidelines

Step 1: Create Quote from Opportunity

1. Navigate to the Opportunity record
2. Click "New Quote" button in the Quotes related list
3. Select Quote Type:
   • New Business: New customer or new product line
   • Expansion: Adding products to existing customer
   • Renewal: Contract renewal (with or without changes)
   • Amendment: Mid-term contract modification
4. Complete required fields:
   • Quote Name (auto-generated, can modify)
   • Primary Contact
   • Quote Valid Until date
   • Contract Start Date
   • Contract Term (months)
5. Click "Save" to create the quote

Step 2: Add Products

1. Click "Edit Lines" on the quote
2. Use Product Search or browse categories
3. Select products and click "Add"
4. For each product, configure:
   • Quantity
   • List Price (auto-populated)
   • Discount % (if applicable)
   • Start Date (if different from quote start)
   • Term (if different from quote term)
5. Click "Save" when complete

Step 3: Apply Discounts

1. Line-level discounts: Enter in Discount % field per product
2. Quote-level discount: Use "Additional Discount" field
3. System calculates:
   • Net Price per line
   • Total discount amount
   • Approval requirements (based on discount matrix)

Step 4: Submit for Approval (if required)

1. Review quote summary for accuracy
2. Click "Submit for Approval"
3. System routes to appropriate approvers based on:
   • Discount level
   • Non-standard terms
   • Deal size thresholds
4. Track approval status in Approval History

Step 5: Generate Quote Document

1. Once approved (or if no approval needed), click "Generate Document"
2. Select template:
   • Standard Quote
   • Executive Summary Quote
   • Detailed Quote with Descriptions
3. Preview and download PDF
4. Send to customer via email or DocuSign

New Customer - Platform Only

Platform + Expert Bundle

Full WEM Suite

SmartAssist Add-On

Voice Minutes Estimation

Formula: Monthly Minutes = Monthly Contacts × Average Handle Time (min) × 1.15 (buffer)

Example:

• Monthly inbound contacts: 50,000
• Average Handle Time: 6 minutes
• Estimated minutes: 50,000 × 6 × 1.15 = 345,000 minutes/month

Agent Count Determination

Named Agent: Total agents who will ever log in (including part-time, seasonal)

Concurrent Agent: Maximum simultaneous logged-in agents (use for high part-time ratios)

Rule of Thumb: If part-time/seasonal > 40% of workforce, evaluate concurrent licensing

WEM Product Counts

• WFM: All scheduled agents
• QM: Agents being evaluated (may be subset if not evaluating all)
• Analytics: Agents whose interactions are analysed (typically all)
• Screen Recording: Agents requiring desktop capture (compliance-driven)

Setting Up Multi-Year Terms

1. Set Contract Term to 24, 36, or 48 months
2. System automatically applies multi-year discount (if eligible)
3. Choose billing frequency:
   • Monthly
   • Quarterly
   • Annual
   • Full term prepay
4. Annual escalation (if applicable) configured in contract terms

Year-Over-Year Pricing

For quotes with annual price increases:

1. Add products with Year 1 pricing
2. In "Contract Terms" section, set escalation percentage
3. System calculates Year 2, Year 3 pricing automatically
4. Quote document shows full-term pricing breakdown

Creating Renewal Quotes

1. Navigate to the existing customer's Account
2. Find the expiring Contract record
3. Click "Create Renewal Opportunity"
4. System creates opportunity with:
   • Current products pre-populated
   • Renewal pricing applied
   • Previous discounts referenced
5. Modify quantities or add products as needed
6. Apply renewal-specific discounts

Renewal with Expansion

1. Create renewal quote as above
2. Add new products using "Add Products"
3. New products priced at new business rates
4. Existing products priced at renewal rates
5. Combined discount approval may be required

System-Enforced Rules

• Agent licenses required for WEM products
• Voice services require at least one phone number
• Expert Author requires Expert agent licenses
• SmartAssist requires platform licensing
• Minimum quantities enforced per product

Warning Indicators

• Yellow warning: Configuration is unusual but allowed (e.g., low supervisor ratio)
• Red error: Configuration is invalid and must be corrected
• Approval flag: Discount or terms require approval

Available Templates