[IMP] CRM: lost opportunities update

closes #12151

Signed-off-by: Justin Mallette (juma) <[email protected]>
Co-authored-by: Sam Lieber (sali) <[email protected]>

Author: justinmallette

content/applications/sales/crm/pipeline/lost_opportunities.rst

@@ -1,27 +1,30 @@
-=========================
-Manage lost opportunities
-=========================
+==================
+Lost opportunities
+==================
 
 Not every opportunity results in a successful sale. To keep the pipeline up-to-date, *lost*
-opportunities need to be identified. Specifying why an opportunity was lost provides additional
-insight that can prove useful for future opportunities.
+opportunities need to be identified. Specifying why an opportunity was lost helps identify recurring
+issues, reveal coaching opportunities, and can assist with improving overall sales strategy.
+
+.. note::
+   :doc:`Merging lost opportunities <merge_similar>` with active ones will pull them back into the
+   pipeline.
 
 Mark an opportunity as lost
 ===========================
 
-To mark an opportunity as lost, first open the :menuselection:`CRM app`, and select an opportunity
-from the pipeline, by clicking on its corresponding Kanban card. Doing so reveals that opportunity's
-detail form.
+To mark an opportunity as lost, first open the :menuselection:`CRM app`, and then select an
+opportunity from the pipeline by clicking on its corresponding Kanban card. Doing so reveals that
+opportunity's detail form.
 
 Then, click :guilabel:`Lost`, located at the top of the opportunity's detail form.
 
 .. image:: lost_opportunities/lost-opps-lost-button.png
-   :align: center
    :alt: Buttons from the top of an opportunity record with the lost button emphasized.
 
 This opens the :guilabel:`Mark Lost` pop-up window. From the :guilabel:`Lost Reason` drop-down menu,
-choose an existing lost reason. If no applicable reason is available, create a new one by entering
-it into the :guilabel:`Lost Reason` field, and clicking :guilabel:`Create`.
+choose an existing lost reason. If no applicable reason is available, then create a new one by
+entering it into the :guilabel:`Lost Reason` field, and then clicking :guilabel:`Create`.
 
 Additional notes and comments can be added below the lost reason in the designated
 :guilabel:`Closing Note` field.
@@ -35,14 +38,12 @@ When all the desired information has been entered in the :guilabel:`Mark Lost` p
 :guilabel:`Mark as Lost`.
 
 .. image:: lost_opportunities/lost-opps-lost-reason.png
-   :align: center
    :alt: Lost reasons popup with sample reasons.
 
 After clicking :guilabel:`Mark as Lost`, a red :guilabel:`Lost` banner is added to the upper-right
 corner of the opportunity.
 
 .. image:: lost_opportunities/lost-banner.png
-   :align: center
    :alt: A lost opportunity with the lost banner added.
 
 .. note::
@@ -57,31 +58,23 @@ Create/edit lost reasons
 To create a new lost reason, or edit an existing one, navigate to :menuselection:`CRM app -->
 Configuration --> Lost Reasons`.
 
-To edit an existing lost reason:
-
-#. Click on the reason to be edited to highlight it.
-#. Change the selected lost reason by editing the :guilabel:`Description` field.
-#. When finished, click :guilabel:`Save` in the upper-left corner.
+To edit an existing lost reason, click the reason to be edited to highlight it. From here, change
+the selected lost reason by editing the :guilabel:`Description` field.
 
-To create a new lost reason:
-
-#. Click :guilabel:`New` in the upper-left corner of the :guilabel:`Lost Reasons` page.
-#. In the new blank line, click in the :guilabel:`Description` field, then type the new lost reason.
-#. When finished, click :guilabel:`Save`.
+To create a new lost reason, click :guilabel:`New` in the upper-left corner of the :guilabel:`Lost
+Reasons` page. Then, type the new lost reason in the :guilabel:`Description` field.
 
 View lost opportunities
 =======================
 
-To retrieve lost opportunities in Odoo *CRM*, open the :menuselection:`CRM app`. On the main
-:guilabel:`Pipeline` dashboard, click into the :guilabel:`Search...` bar at the top of the page, and
-remove all of the default filters.
+To retrieve lost opportunities, go :menuselection:`CRM app --> Sales --> My Pipeline`, then click on
+the search bar at the top of the page, and then remove all of the default filters.
 
 .. image:: lost_opportunities/lost-opps-lost-filter.png
-   :align: center
    :alt: Search bar with lost filter emphasized.
 
-Open the :guilabel:`Filters` drop-down menu, by clicking the :guilabel:`🔻(triangle pointed down)`
-icon to the right of the :guilabel:`Search...` bar to open the drop-down menu containing
+Open the :guilabel:`Filters` drop-down menu by clicking the :icon:`fa-caret-down`
+:guilabel:`(dropdown)` icon to the right of the search bar to open the drop-down menu containing
 :guilabel:`Filters`, :guilabel:`Group By`, and :guilabel:`Favorites` options, designated into
 respective columns.
 
@@ -91,18 +84,17 @@ Select the :guilabel:`Lost` option from the :guilabel:`Filters` section. Upon se
 Sort opportunities by lost reason
 ---------------------------------
 
-To filter opportunities by a specific lost reason, click the :guilabel:`🔻(triangle pointed down)`
-icon to the right of the :guilabel:`Search...` bar again to open the drop-down menu. In addition to
-the :guilabel:`Lost` filter, under the :guilabel:`Filters` column, click :guilabel:`Add Custom
-Filter`, which opens an :guilabel:`Add Custom Filter` pop-up window.
+To filter opportunities by a specific lost reason, click the :icon:`fa-caret-down`
+:guilabel:`(dropdown)` icon to the right of the search bar again to open the drop-down menu. In
+addition to the :guilabel:`Lost` filter, under the :guilabel:`Filters` column, click :guilabel:`Add
+Custom Filter`, which opens an :guilabel:`Add Custom Filter` pop-up window.
 
-On the :guilabel:`Add Custom Filter` pop-up window, click in the first field, and type `Lost Reason`
-in the :guilabel:`Search...` bar, or scroll to search through the list to locate it. Then, click
-into the next field, and select :guilabel:`=` from the drop-down menu. Click into the third field,
-and select a lost reason from the drop-down menu. Finally, click :guilabel:`Add`.
+On the :guilabel:`Add Custom Filter` pop-up window, click in the first field and type `Lost Reason`
+in the search bar, or scroll to search through the list to locate it. Then, click into the next
+field, and select :guilabel:`=` from the drop-down menu. Click into the third field, and then select
+a lost reason from the drop-down menu. Finally, click :guilabel:`Add`.
 
 .. image:: lost_opportunities/lost-opps-lost-custom-filter.png
-   :align: center
    :alt: Search bar with custom filter added for lost reason.
 
 .. tip::
@@ -111,15 +103,14 @@ and select a lost reason from the drop-down menu. Finally, click :guilabel:`Add`
    this operator makes it possible to choose multiple lost reasons in the third field.
 
    .. image:: lost_opportunities/multiple-lost-reasons.png
-      :align: center
       :alt: Add Custom Filter pop-up with multiple lost reasons selected.
 
 Restore lost opportunities
 ==========================
 
-To restore a lost opportunity, open the :menuselection:`CRM app` to reveal the :guilabel:`Pipeline`
+To restore a lost opportunity, open the :menuselection:`CRM` app to reveal the :guilabel:`Pipeline`
 dashboard. Or, navigate to :menuselection:`CRM app --> Sales --> My Pipeline`. From here, click the
-:guilabel:`🔻(triangle pointed down)` icon to the right of the :guilabel:`Search...` bar to open the
+:icon:`fa-caret-down` :guilabel:`(dropdown)` icon to the right of the search bar to open the
 drop-down menu that contains :guilabel:`Filters`, :guilabel:`Group By`, and :guilabel:`Favorites`
 columns.
 
@@ -128,63 +119,59 @@ opportunities on the :guilabel:`Pipeline` page.
 
 .. tip::
    To see all opportunities in the database, remove the default :guilabel:`My Pipeline` filter from
-   the :guilabel:`Search...` bar.
-
-Then, click on the Kanban card of the desired lost opportunity to restore, which opens that
-opportunity's detail form.
+   the search bar.
 
 From the lost opportunity's detail form, click :guilabel:`Restore` in the upper-left corner. Doing
 so removes the red :guilabel:`Lost` banner from the opportunity form, signifying the opportunity has
 been restored.
 
 .. image:: lost_opportunities/lost-opps-restore.png
-   :align: center
    :alt: Lost opportunity with emphasis on the Restore button.
 
 Restore multiple opportunities at once
 --------------------------------------
 
-To restore multiple opportunities at once, navigate to the main :guilabel:`Pipeline` dashboard in
-the *CRM* app, open the :guilabel:`Filters` drop-down menu, and select the :guilabel:`Lost` option.
+To restore multiple opportunities at once, open the dashboard mega menu by clicking the
+:icon:`fa-caret-down` :guilabel:`(dropdown)` icon (to the right of the search bar) and select the
+default :guilabel:`Lost` option located under the left-side :guilabel:`Filters` column.
 
-Next, select the list view option, represented by the :guilabel:`≣ (list)` icon in the upper-right
-corner. Doing so places all the opportunities from the :guilabel:`Pipeline` page in a list view.
-With the list view chosen, select the checkbox to the left of each opportunity to be restored.
+Next, select the list view option, represented by the :icon:`fa-bars` :guilabel:`(list)` icon in the
+upper-right corner. Doing so places all the opportunities from the :guilabel:`Pipeline` page in a
+list view. With the list view chosen, select the checkbox to the left of each opportunity to be
+restored.
 
-Once the desired opportunities have been selected, click the :guilabel:`⚙️ Actions` drop-down menu
-at the top of the :guilabel:`Pipeline` page. From the :guilabel:`⚙️ Actions` drop-down menu, select
-:guilabel:`Unarchive`.
+Once the desired opportunities have been selected, click the :icon:`fa-cog` :guilabel:`Actions`
+drop-down menu at the top of the :guilabel:`Pipeline` page. From the :icon:`fa-cog`
+:guilabel:`(Actions)` drop-down menu, select :guilabel:`Unarchive`.
 
 Doing so removes those selected opportunities from the :guilabel:`Pipeline` page because they no
 longer fit the :guilabel:`Lost` filter criteria. Delete the :guilabel:`Lost` filter from the search
 bar to reveal these newly-restored opportunities.
 
 .. image:: lost_opportunities/lost-opps-unarchive.png
-   :align: center
    :alt: Action button from list view with the Unarchive option emphasized.
 
 Manage lost leads
 =================
 
-If *Leads* are enabled on a database, they can be marked as *lost* in the same manner as
+If *Leads* are enabled on a database, then they can be marked as *lost* in the same manner as
 opportunities. Leads use the same :ref:`lost reasons <crm/lost-reasons>` as opportunities.
 
 .. note::
    To enable leads, navigate to :menuselection:`CRM app --> Configuration --> Settings` and check
-   the :guilabel:`Leads` checkbox. Then, click :guilabel:`Save`. This adds a new :guilabel:`Leads`
-   menu to the header menu bar at the top of the page.
+   the :guilabel:`Leads` checkbox. This adds a new :guilabel:`Leads` menu to the header menu bar at
+   the top of the page.
 
 Mark a lead as lost
 -------------------
 
 To mark a lead as lost, navigate to :menuselection:`CRM app --> Leads`, and select a lead from the
-list. Doing so reveals that lead's detail form.
-
-Then, click :guilabel:`Lost`, located at the top of the lead's detail form.
+list. Doing so reveals that lead's detail form. Then, click :guilabel:`Lost`, located at the top of
+the lead's detail form.
 
 This opens the :guilabel:`Mark Lost` pop-up window. From the :guilabel:`Lost Reason` drop-down menu,
-choose an existing lost reason. If no applicable reason is available, create a new one by entering
-it into the :guilabel:`Lost Reason` field, and clicking :guilabel:`Create`.
+choose an existing lost reason. If no applicable reason is available, then create a new one by
+entering it into the :guilabel:`Lost Reason` field, and selecting :guilabel:`Create`.
 
 Additional notes and comments can be added below the lost reason designated in the
 :guilabel:`Closing Note` field.
@@ -195,9 +182,10 @@ When all the desired information has been entered in the :guilabel:`Mark Lost` p
 Restore lost leads
 ------------------
 
-To restore a lost lead, navigate to :menuselection:`CRM app --> Leads`, then click the :guilabel:`🔻
-(triangle pointed down)` icon to the right of the :guilabel:`Search...` bar to open the drop-down
-menu that contains the :guilabel:`Filters`, :guilabel:`Group By`, and :guilabel:`Favorites` columns.
+To restore a lost lead, navigate to :menuselection:`CRM app --> Leads`, and then click the
+:icon:`fa-caret-down` :guilabel:`(dropdown)` icon to the right of the search bar to open the
+drop-down menu that contains the :guilabel:`Filters`, :guilabel:`Group By`, and
+:guilabel:`Favorites` columns.
 
 Under the :guilabel:`Filters` column, select :guilabel:`Lost`. Doing so reveals all the lost leads
 on the :guilabel:`Leads` page.
@@ -214,13 +202,13 @@ To restore multiple leads at once, navigate to :menuselection:`CRM app --> Leads
 :guilabel:`Filters` drop-down menu, and select the :guilabel:`Lost` option. Select the checkbox to
 the left of each lead to be restored.
 
-Once the desired leads have been selected, click the :guilabel:`⚙️ Actions` drop-down menu at the
-top of the :guilabel:`Leads` page. From the :guilabel:`⚙️ Actions` drop-down menu, select
-:guilabel:`Unarchive`.
+Once the desired leads have been selected, click the :icon:`fa-cog` :guilabel:`(Actions)` drop-down
+menu at the top of the :guilabel:`Leads` page. From the :icon:`fa-cog` :guilabel:`(Actions)`
+drop-down menu, select :guilabel:`Unarchive`.
 
 Doing so removes those selected leads from the :guilabel:`Leads` page because they no longer fit the
-:guilabel:`Lost` filter criteria. Delete the :guilabel:`Lost` filter from the :guilabel:`Search...`
-bar to reveal these newly-restored leads.
+:guilabel:`Lost` filter criteria. Delete the :guilabel:`Lost` filter from the search bar to reveal
+these newly-restored leads.
 
 .. seealso::
    :doc:`../performance/win_loss`