Contacts: Customize Opportunity Contact Roles for Better Tracking and Reporting
Where: This change applies to Lightning Experience in all Salesforce editions with the Sales or Service Cloud.
Who: Users with the Customize Application permission can customize Opportunity Contact Roles. Users with Read on Opportunity permissions can view customizations, such as custom fields. Users also need Edit on Opportunity and Read on Contact to add, edit or remove Contact Roles from an Opportunity.
Why: When you customize opportunity contact roles to capture and track data, you can report ROI and revenue based on lead conversion, campaigns, contact roles, and more. See the impact on revenues and opportunity close rates from specific roles (1), such as decision-makers, or from leads converted to contacts.
For example, a nonprofit organization can create a custom opportunity contact role called “personal donor” that allows it to track donations directly from individual donors. The organization can then identify its best donors and set up triggers to send thank you emails or other communications based on donation amounts or contact changes.
A custom opportunity contact role record can also help you target contacts for campaign-based marketing (2). With the new data you capture, such as revenue, product interest, and scoring data (3), you are more effective in identifying the candidates for targeted campaigns.
Triggers can kick off internal actions for sales reps, such as updating information and fields when opportunity contact roles change. With validation rules, you can ensure that sales reps enter required contact roles in their opportunities.
How: In Setup, go to Object Manager and enter Opportunity Contact Role in the Quick Find box. In the Opportunity Contact Role object manager, create custom fields, buttons, and links; design custom page layouts; and set up triggers and validation rules.