Opportunity Overview

Use these to capture and manage the details whilst onboarding new participants to our organisation.

Maica has integrated its intake and onboarding processes directly with some of the core features of the Salesforce Enterprise platform, including the use of Lead, Contact, and Opportunity. The overall process is illustrated here for you with the remainder of this article focusing on the specifics around managing the Opportunity.

Maica's Onboarding Process

The green boxes represent activities that happen outside of the core Salesforce platform with tools such as FormAssembly and/or DocuSign. The grey boxes are optional steps and don't need to be taken for the overall process to work. The blue boxes represent the core steps of the intake and onboarding process.

In Maica, the Opportunity is the central object with which we onboard new Participants. In most cases, organisations will have multiple channels for prospects coming into the Salesforce platform to being with; these might include:

• Online Referral Forms (for which we typically recommend using FormAssembly)

• Email for which we typically use Salesforce's Email-to-Case features

• Phone for which we tend to recommend directing either your team or the participant to the online referral form

All of these inbound channels will (in most cases) create an Contact and Opportunity record in Salesforce from which you are then able to progress the onboarding process, as described in this article.

The Opportunity Object

The below screen shows you how we have set up the Maica onboarding Opportunity, using a record type called Service Agreement. The remainder of this article describes each of the available attributes and related information.

The Maica Opportunity

The following are the core attributes of a Maica Opportunity, including:

Field Name	Notes
Participant	This refers to the prospective participant and links to the underlying Contact record.
Account Name	This usually refers to the household to which the prospective participant belongs being recorded as a Salesforce Account.
Stage	The stage of the Opportunity represents where your onboarding process is in its lifecycle. These stages are totally configurable to your needs using Salesforce Sales Processes.
Agreement Start Date	This represents the start date of the Service Agreement you are onboarding the prospective participant to.
Agreement End Date	This represents the end date of the Service Agreement you are onboarding the prospective participant to.
Amount	The amount is automatically calculated based on the Opportunity Products being included via the Product Management console.
Probability	The probability of an Opportunity is linked directly to the stage it is at, as configured in your unique sales process.
Related Case	When organisations use Salesforce Cases for their initial intake processes, Maica links this Case to the onboarding Opportunity.
Agreement Signed	In most use cases, organisations will send out digital versions of their Service Agreements (this could be using DocuSign); when this happens, this field captures the signing of this document and sets the Opportunity to Closed-Won automatically.
Funding Type	This is an important field as it determines how each item (Opportunity Product) is funded and therefore processed by Maica, including the following options: - Plan-Managed means that each Opportunity Product will be funded via a plan manager and Maica will send the invoices - Self-Managed means that the participant themselves (or an associated connection) will fund the service and Maica will send the invoices - Agency-Funded means that Maica will automatically process financial claims directly with the NDIS - Combination means that the funding type will not be managed globally across the Opportunity but rather at each Opportunity Product.

Price Book and Plan Association

Before we can started with adding Opportunity Products, Salesforce requires a Price Book to be associated. This can be done by clicking the Choose Price Book button as shown below.

Choosing a Price Book

Once a Price Book has been associated, you can get started with working through the onboarding process by capturing a range of details as described below.

It is also possible to associate a Plan to the Opportunity which will validate all associated products against the available budget within the prospective participant's Plan.

Contact Roles

Contact Roles within the context of onboarding a prospective participant are typically recorded as other people connected to the onboarding process, such as a Carer or Referrer for example. Contact roles can be easily configured to suit an organisation's need to include specific and relevant roles.

Program Enrolments

A program enrolment enables Maica to register a prospective participant on the waitlist for a particular program of work, such as Physiotherapy. This is typically recorded before a participant is formally accepted into a service delivery program.

Maica Program Enrolment

Opportunity Products

Maica uses native Salesforce Opportunity Products to determine the amount and services breakdown for a prospective participant. With over 950 products in the NDIS catalogue alone, it can be difficult to find the right product to include based on when it will be delivered as well as available budget within the Plan. This is where Maica's Product Management console comes in, as shown below.

Managing Products in Maica Opportunity

When adding Opportunity Products using Maica's Product Management console, the end user is able to select the configuration of the services to be delivered, including the following:

• Dates

• Service Day (Weekday, Saturday, Sunday, Public Holiday, Anytime)

• Service Frequency (Weekly, Monthly, One-Time)

• Service Time (Daytime, Afternoon, Evening, Anytime)

• Weekdays (Monday, Tuesday, Wednesday, Friday, Saturday, Sunday)

Depending on the selection (as well as the available budget within the associated Plan), Maica will filter to only show the applicable Support Items for selection to ensure the right services are being delivered using the right products.