Salesforce Configuration Brief · v1.0

MSP Onboarding
Pipeline Configuration

A complete specification for the Salesforce admin to configure the Opportunity-based MSP onboarding pipeline, custom fields, automation triggers, and reporting dashboard.
Prepared By
BDM — Cloud Services
For
Salesforce Administrator
Affects
Opportunity · Account · Subscription Objects
Priority
High — MSP Pipeline Tracking
Background

What We're Building & Why

MSP onboarding requests are currently tracked as Cases. Per admin recommendation, we are migrating this to the Opportunity pipeline, which better reflects the commercial nature of the process and aligns with Salesforce best practice. A Closed Won Opportunity represents a provisioned dealer and automatically results in a Subscription record on the Account.

This configuration enables pipeline reporting, stage-based forecasting, and a single source of truth for MSP revenue — replacing any parallel tracking tools.

Account
CPP Dealer / Installer
→
Opportunity
MSP Onboarding Pipeline
→
Closed Won
Org Provisioned
→
Subscription
Created on Account
Note on Cases Cases remain appropriate for support tickets and provisioning task tracking (e.g., qualification inquiry loops, access issues). This configuration does not remove Cases — it clarifies that revenue pipeline = Opportunity and operational support = Case.
Section 1

New Opportunity Record Type

Create a dedicated Record Type on the Opportunity object to separate MSP onboarding from other sales opportunities. This enables a custom stage picklist, custom fields, and separate page layouts without affecting existing sales pipelines.

SettingValue
Record Type NameMSP_Onboarding
Record Type LabelMSP Onboarding
DescriptionTracks dealer/installer onboarding for DW Managed Service Platforms (MyDW, Spectrum Enterprise, DW Cumulus, DW MetaPix)
Assigned ProfilesBDM — Cloud Services · Sales · Admin (minimum)
Default AssignmentNo — must be selected at creation
Section 2

Opportunity Stage Picklist — MSP Onboarding

Configure the following stages exclusively for the MSP_Onboarding record type. These stages map directly to the onboarding SOP and allow pipeline reporting at each step.

1
New Request — Pending Qualification
Web-to-case or inbound lead received. Email domain not yet verified. CPP status not yet confirmed.
10%
2
Inquiry Sent — Awaiting Response
Generic email domain detected. Qualification inquiry email sent to dealer. Waiting on business domain confirmation.
20%
3
CPP Verified — Pending Provisioning
Dealer confirmed as active CPP member. No duplicate org found. Cleared for provisioning. Awaiting org creation.
60%
4
Provisioned — Onboarding Active
Org created on platform(s). CP Org Number assigned. CRM Subscription object updated. Welcome email Touch 1 sent. Email sequence underway.
75%
5
Portal Active — Awaiting First Key Sale
Dealer has logged into the platform and confirmed access. Has not yet sold a subscription key to an end customer.
85%
✓
Closed Won — First Key Sold
Dealer has sold at least one subscription key to an end customer. Opportunity closes. Subscription object on Account is confirmed active. This is the revenue event.
Closed Won
⏸
On Hold — Pending CPP Enrollment
Dealer expressed interest but is not yet a CPP member. CPP enrollment instructions sent. Opportunity held until CPP confirmed.
Paused
✗
Closed Lost — Unresponsive / Disqualified
No response after 30 days following qualification inquiry, or dealer determined ineligible. Requires a Loss Reason field entry before closing.
Closed Lost
Section 3

Custom Fields — Opportunity Object

Add the following custom fields to the MSP_Onboarding page layout. These capture MSP-specific data that does not exist on the standard Opportunity object.

Field Label API Name Type Required? Notes
Platform(s) Requested MSP_Platforms__c Multi-Select Picklist Required Values: MyDW · DW Spectrum Enterprise · DW Cumulus · DW MetaPix
CP Org Number — MyDW CP_Org_MyDW__c Text (20) Optional Populated at provisioning. Leave blank if MyDW not requested.
CP Org Number — Spectrum Enterprise CP_Org_Spectrum__c Text (20) Optional Populated at provisioning. Leave blank if Spectrum not requested.
Email Domain Type Email_Domain_Type__c Picklist Required Values: Corporate Domain · Generic Domain (Gmail/Yahoo/etc.) · Unknown
CPP Member Verified CPP_Verified__c Checkbox Required Must be checked TRUE before stage can advance past Stage 2.
Duplicate Org Check Complete Duplicate_Check__c Checkbox Required Must be checked TRUE before provisioning begins.
Provisioning Date Provisioning_Date__c Date Optional Date org was created on platform. Used to calculate time-to-provision metric.
Welcome Email Sequence Status Email_Seq_Status__c Picklist Optional Values: Not Started · Touch 1 Sent · Touch 2 Sent · Touch 3 Sent · Touch 4 Sent · Complete
SLA Accepted — MyDW SLA_MyDW__c Checkbox Optional Confirmed from form submission.
SLA Accepted — Spectrum Enterprise SLA_Spectrum__c Checkbox Optional Confirmed from form submission.
Loss Reason Loss_Reason__c Picklist Required on Close Lost Values: Unresponsive (30 days) · Not CPP Eligible · Duplicate — Existing Org · Withdrew Interest · Other
Validation Rule Request Ask the admin to add a validation rule preventing stage advancement to "CPP Verified — Pending Provisioning" unless CPP_Verified__c = TRUE. This enforces the SOP compliance check within Salesforce itself and prevents provisioning unqualified dealers.
Section 4

Subscription Object — Close Trigger

When an Opportunity of record type MSP_Onboarding moves to Closed Won, the following fields should be created or updated on the related Account's Subscription object. Confirm with the admin whether this is handled via Flow, Process Builder, or Apex trigger — the outcome is the same.

Subscription FieldSourceAction
Platform MSP_Platforms__c on Opportunity Write value(s) to Subscription record
CP Org Number CP_Org_MyDW__c / CP_Org_Spectrum__c Write applicable CP Org Number(s) to Subscription
Provisioning Date Provisioning_Date__c on Opportunity Write to Subscription as subscription start reference
Status System Set to Active on Closed Won
Related Opportunity Opportunity ID Lookup relationship — link Subscription back to source Opportunity
Why This Matters Linking Subscription back to the Opportunity enables full lifecycle reporting: you can report from first contact through to active subscription and key renewal from a single data trail. This is your single source of truth in action.
Section 5

Reports & Dashboard — MSP Pipeline

Request the following reports be created and added to a shared MSP Cloud Services dashboard folder, accessible to BDM — Cloud Services and the Senior Director of Strategy.

📊
MSP Pipeline by Stage
Summary Report

Shows count of open Opportunities grouped by Stage. The at-a-glance pipeline view for weekly leadership updates.

Object
Opportunities (MSP_Onboarding record type)
Group By
Stage
Filters
Record Type = MSP Onboarding · Status = Open
Columns
Account Name · Platform(s) · Created Date · Days in Stage · Owner
⏱
Average Time to Provision
Summary Report

Measures average days between Opportunity Created Date and Provisioning Date. Quantifies the baseline before automation — and demonstrates improvement after.

Object
Opportunities (MSP_Onboarding)
Formula Field
Days to Provision = Provisioning_Date__c minus CreatedDate
Group By
Email Domain Type (to show generic vs corporate gap)
Filter
Provisioning Date not null
🔄
Qualification Loop Rate
Summary Report

Shows what percentage of inbound requests required a manual qualification inquiry (generic email). This is the core metric for your automation proposal — it quantifies the problem in numbers.

Object
Opportunities (MSP_Onboarding)
Group By
Email Domain Type
Metric
Count of Opportunities per domain type · % of total
Period
Rolling 90 days (default)
💰
Provisioned → First Key Sold Conversion
Funnel / Summary Report

Tracks how many provisioned dealers reach Closed Won (first key sold) and how long it takes. This is your activation rate — the single most important metric for demonstrating MSP growth to leadership.

Object
Opportunities (MSP_Onboarding)
Group By
Stage (show funnel drop-off)
Formula
Days from Provisioning Date to Close Date
Filter
Stage includes Provisioned and Closed Won
📅
Monthly MSP Activity Summary
Matrix Report

Month-over-month view of new requests, provisioned orgs, and closed won deals by platform. This is the monthly leadership dashboard report — one page, tells the whole story.

Object
Opportunities (MSP_Onboarding)
Rows
Platform(s) Requested
Columns
Close Month (or Created Month)
Values
Count of Opportunities · Count of Closed Won
Section 6

Admin Implementation Checklist

Hand this checklist to your Salesforce admin as the complete scope of work. Items are ordered by dependency — complete them in sequence.

Migration Note When migrating open Cases to Opportunities, carry over the case creation date as the Opportunity Created Date where possible. This preserves your baseline metrics and prevents a false "clean start" in your reporting history.