RevOps Rules of Engagement

Clear guidelines for what RevOps Support can and cannot do

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About These Rules

This page outlines the boundaries and capabilities of the RevOps Support team. Understanding these rules helps ensure smooth collaboration and sets clear expectations for what can be handled directly versus what requires additional approval.

🚫 Hard No - Cannot Do
CPQv2 Product Rules:
• Application Security Core (Legacy) Monthly Cap already selected → Cannot add WAF products
• Zero Trust Enterprise Monthly Cap already selected → Cannot add Access products
Approved Quotes: Cannot make product or MRR updates in approved quote. Must clone and make updates in the cloned quote.
Partner Changes (Existing Enterprise Customers): Cannot change bill-to partner in renewal, IO, or amendment opportunities after first partner opportunity is closed won and order processed. Partner changes must be done in an upsell new term opportunity.
Account/Opportunity Transfers: Most transfers must be processed by DataOps team (except deferred ACV - see "Yes" section).
Urgent Quote Approvals: Cannot approve a quote for all approvers just because AE says quote needs to be sent to customer immediately.
IO/Amendment Quote Timing: Cannot create IO or amendment quote when contract service date is less than 30 days from customer's contract end date.
Renewal Quote Start Dates: Cannot change start date in renewal quote. Must be one day after current activated CPQ contract end date.
IO/Amendment Quote Start Dates: Cannot change start day. Must be aligned to the day of the activated CPQ contract start date.
Multiple Active Contracts: Cannot have two activated CPQ contracts in one customer account.
Unapproved Quote PDFs: AE cannot share pricing with customer in quote PDF that is not yet approved. Can only generate CPQ quote when approval status is "Approved" or "Not Required".
Prescriptive Guidance: Do not tell AE what quote MRR or PO start date should be. Only provide list of discrepancies between PO and opportunity/quote. Let AE/RAM confirm correct values.
⚠️ Maybe - Needs Approval
Legacy Products in New Quote: Adding legacy products requires Deal Desk quote approval. Deal Desk
Excess Pricing Removal: Removing excess pricing from non-approved quote requires Deal Desk approval. Deal Desk
Backdating New Type Quote: Must ask Lana Gulden to approve. Lana Gulden
Backdating IO Quote (>7 days): Requires approval for dates more than 7 days ago. Approval Required
Quote Expiration Extension (Non-Fed/SLED):
• Current quarter quotes extending to next quarter → Sales Manager approval
• Two quarters out → Sales VP approval

Note for Fed/SLED US (Public Sector): With sales manager approval, quote expiration can be extended up to 1 year.
Approving on Behalf of Approver: When quote approver tried to approve but it's not saving in SFDC, RevOps can approve on their behalf. Must first receive approval (with quote number) via case chatter, screenshot of gchat, or email. Proof Required
Purchase Order Edits: When customer cannot modify PO with requested edits, can accept as-is only if Lana Gulden approves. Lana Gulden
Account Consolidation with Termination: If no chatter from sales contract team, send case to sales contract team to review and approve. Sales Contract Team
New Term Opportunity Requests: Send to sales contract team to review and approve. Sales Contract Team
Full Termination Requests: Check all-cases view for OTC concessions/termination case. If none exists, send case to OTC. OTC
Showing All Pricing (CPQv2): Ask Deal Desk team to review. If approved, they will check "Display MRR for Quote Lines" checkbox. Deal Desk
✅ Yes - No Approval Needed
Quote Expiration Extension (Current Quarter): Can extend quote expiration date up to the last day of the current quarter for quotes created in the current quarter.
Backdating IO Quote (<7 days): RevOps Support can backdate IO quotes if backdating less than 7 days.
As-is Auto Renewal Opportunity: Policy expires March 31, 2026. Quote to Order team will notify Ivan of any updates in Q2/2026.
Policy Expiration: March 31, 2026 - Watch for Q2/2026 updates
Quote Approval Status "Not Required": When AE clicks "Preview Approval" and sees no approvals needed, RevOps can change approval status to "Not Required". Must link case number in approval requester comments with note: "No quote approvals displayed in quote Q-XXXXX when clicking Preview Approval".