Deal Creation (DC)

Deal Creation (DC)

Latest update: 2/3/2026 (Please check updates highlighted in yellow)

Overview: This guide provides a step-by-step process for creating deals in Zoho CRM for all service types and clients (Raving Fans).

What You Need: 
  • SOL
  • Measurement report
  • Photos
  • Work Order (For Greater Good Restoration, Phoenix and Proliance

Contents: 

I. Owning Deal Creation Task in Desk
II. Deal Creation for Supplements 
III. Existing Deal Found
IV. Deal Creation for other services
V. Deal Creation for an ACV Policy Claim 
VI. Calculating TOTAL RCV
VII. Post-Deal Creation Responsibilities of an Account Manager
VIII. Final Checklist for Deal Creation
IX. Uncommon Scenarios
X. Helpful Links 
I. Owning Deal Creation Task in Desk

Admins and AMs will receive email notification when a Deal Creation Ticket is generated, which looks like the photo below: 


To check manually, go to DESK > Deals Creation Assignment. 



Then Update the Ticket owner to your name by navigating to “Agents” - and look for your name. You may check the video on this link LINK (Timestamp: 0:34-1:25)


II. Deal Creation for Supplements

STEP 1:  Download Client Documents
    1. Access client documents through their CRM system (Contractor's Cloud, Desk email, Acculynx, or Jobnimbus). Locate the latest estimate.
    2. Client Portal Login (if applicable): Use the CSP Management Tools to access the "CSP Passwords" tab and retrieve login credentials.
We also have a recorded video that provides a more in-depth tutorial on how to access the client portal. You can watch it through the link below:
    1. For GGR  (Timestamp 5:19 - 25:03)
    2. For NON-GGR (Timestamp 02:09 - 47:43)
STEP 2. Check for Existing Deals

Use the insured's property address or claim number to search for existing deals in Zoho CRM. Proceed to Step 3 if no deal is found. 
If a deal was found, please proceed to EXISTING DEAL.

STEP 3. Create a New Deal Click the "+" sign in the top right corner and select "Deal.” 









Fill Out Deal Details: Check out this video where it shows how to enter the details below in CRM (Timestamp 24:04 - 40:24)  

  1. Deal Owner: Account manager name
  2. Deal Name: Format: Insured Name - Street Address
  3. Account Name: Raving Fan name
  4. Contact Name: Select the appropriate point of contact from the list.
  5. Insurance: Insurance Company based on the Scope of Loss provided by the Raving Fan. In cases that there are conflicting insurance companies, please refer to Uncommon Scenarios section for more information
  6. Claim Number: Claim number listed in SOL. If insurance company is USAA, please note that claim number is written in this format: Member number - L/R number
    1. For example: Member number is 123456789 | L/R number is 001; The claim number is 123456789-001
  7. Service: Refer to desk ticket instructions from the account manager for service type.
  8. Original Adjuster: Name of the adjuster/ claim rep in the estimate, should be written in format: Name of Adjuster - Phone number - email
  9. Client Assignment Date:
    1. Greater Good Restoration (GGR):
      1. Use the CSP Management tool to find GGR username and password.
      2. Log in to Contractor's Cloud with the retrieved credentials and enter the project number.
      3. Navigate to "WORKFLOW" > "Tasks" > "Workflow Based Tasks."
      4. The client assignment date is the "Due Date" of the task labeled "Pre-build Supplement/Review."
      5. Before closing your contractor’s cloud, make sure to update the task from "0" to "1."
    2. Non-GGR: It should be the date when the Client submitted Documents to CSP. It normally shows the date of the 1st email received on the Desk.
      1. Check out how it’s done through this video (Timestamp 22:16 - 23:00)
  10. Project Number:  Some clients, like GGR, use a specific project or job number. However, not all clients have one, so this field may sometimes be left blank. 
    1. Check out the video recording to see how it’s done:
    2. GGR: (Timestamp 41:10- 42:21)
    3. NON-GGR: (Timestamp 23:09 - 23:29)
  11. Original RCV: For the step by step process of computing Replacement Cost Value, refer to the section: Calculating Total RCV
    1. You can also check out the recorded video through this link (Timestamp: 42:23 - 43:46)
    2. We have created a separate document for “How to Read Scope of Loss”. Where it explains deeply on what Replacement Cost Value is.
  12. Description: Include these three key points from the estimate:
    1. Date of Loss
    2. Type of Loss
    3. Pricelist
  13. After entering all the information, make sure to double check that everything is correct, then click "Save."
STEP 4. Add Client Notes
  1. Create a CRM note titled "Client Note" to document all notes and RF communication.

STEP 5. Create Google Drive Folders
    1. Log in to the info10.csp Google account.
    2. Locate the "1-Work" folder (link: 1 - Work)
    3. Create a main folder for the deal using the following format: YYYYMMDD - Insured Name - Street Address
    4. Create subfolders within the main folder:
    • TO INSURANCE
    • FROM INSURANCE
    • PICTURES
    • OTHER DOCS
    • FINAL INVOICE (for GGR only)

    1. Upload files to their corresponding folders.
    2. Documents should be placed in the main folder. The Consent to Correspond document should be placed in the 'TO INSURANCE' folder, and old estimates should be placed in the 'OTHER DOCS' folder.
    3. You may check out the video recording through this link (Timestamp: 46:08 - 54:58)
STEP 6. Attach Google Drive Folder Link in CRM 
  1. Copy the link of the created Google Drive folder and attach it to the deal in CRM.
  2. Go to "Attachments" on the left side, click the "+" sign, and select "Link."
  3. Paste the link and ensure the link name matches the folder name. Click "Save.
  4. Watch how it’s done through this link: link (Timestamp 54:58 - 57:54)

STEP 7. Merge Desk Tickets
    1. Merge the automatically generated Zoho desk ticket with the existing ticket you owned before creating the deal.
    2. Please note the Parent Ticket should be the one that was automatically created by Zoho - which should be in YYYYMMDD - Insured Name - Street Address format.
    3. Watch how it’s done here (Timestamp 01:07:43 - 01:09:48)

STEP 8. Enter Deal in AM Input
  1. Access the AM Input and enter the claim details. If there are multiple RCVs and PWARRs, enter a breakdown (e.g., RCV+PWARR1+PWARR2). 
  2. Watch how it’s done through this link (Timestamp 1:00:42 - 1:06:25)
STEP 9. Add the appropriate code document/s
  1. The person who enters/creates the Deal will be responsible for uploading these document/s.
    1. The documents can be found here: Processing Folder
  2. Once the deal is created, the deal creator should:
    1. Review the property address to identify the correct city and state
    2. Download the applicable Village/City code documents from the Processing folder
    3. Upload the documents into the TO INS folder for the Deal
  3. If a Village/City code document is not available in our files:
    1. The Deal creator should task the deal owner "No appropriate code document available in GD (Processing folder)".
    2. The Deal owner will then check/search for the appropriate code and save a copy in the Processing folder and add it in the Deal's GD.
Note: If RF has not yet been added to the AM input, you may manually enter it in the appropriate field. After updating the information, please send an email to Vlad to notify him.

Heads-Up: Check Depreciation Deadlines When Creating Deals

When creating a deal, please be mindful of the possible depreciation deadline for the claim. Each insurance company has its own deadline, which must be met for the recoverable depreciation to be released.

Knowing and tracking the depreciation deadline is crucial, as missing it can result in our Raving Fan losing the recoverable amount.

Action needed: If you notice that the depreciation deadline is approaching, please be sure to leave a note for the deal owner to notify them accordingly.
For a more in-depth guide, please refer to the Depreciation Knowledge Base 

III. Existing Deal Found

Occasionally, a client may request additional supplements for a completed claim (e.g., reinspection, honest estimate) or request two different services for the same claim when the details are already recorded in our system. If this happens, follow these important steps:

STEP 1: Check if it is the SAME DEAL, and if the Stage is COMPLETED
  1. Before updating any information in CRM, first confirm that this is the same claim and that the stage is marked as "COMPLETED." This ensures that the previous service has been fully processed.
1.1 If an existing deal is found but the stage is still NOT COMPLETED and is being managed by a different Account Manager, treat it as a new claim. And refer to Step 1 -Step 9 in Deal Creation for guidance. 

1.2 Additionally, the Admin creating the new deal should: 
  1. Update the deal names to reflect the service type, preventing any confusion.
    1. For example, the new Deal might be named: John Smith - Siding RE - 123 Main St.The existing Deal might be renamed: John Smith - Roof Supps - 123 Main St.
  2. Create a CRM task with a due date set for 1 year in both deals, informing the deal owners of the ongoing activities.
    1. For example, the Task in John Smith - Roof Supps - 123 Main St might read: "NOTE: Ericka is currently pursuing a siding RE on this claim."
    2. The Task in John Smith - Siding RE - 123 Main St might read: NOTE: Vannesa is currently pursuing roof supplements on this claim."
STEP 2: Update the existing CRM Deal with the updated Stage, Service, etc
  1. Once you’ve confirmed that it is the same deal and the stage is marked as COMPLETED, update the CRM deal with the necessary details (stage, service, etc.). For reference, follow the guidance in Step 3. Create a New Deal and jump to “Fill out Deal Details” to ensure all required information is filled out correctly.
STEP 3: Create NEW Google Drive folders and upload all docs/photos into them

For guidance, please refer to STEP 5. Create Google Drive Folders

3.1 Create an additional sub-folder named “PRIOR CSP SERVICE.”
3.2 Copy and paste all folders from the homeowner's previous Google Drive file into this new sub-folder.
3.3 Do not delete or edit any previously-created Google Drive folders for the homeowner.
3.4 Save the new attachment link to the Google Drive folder you created and delete the old link to the previous Google Drive folder.
There should only be one active attachment link (the new one you just created).


STEP 4: Create a NEW Ticket in Zoho Desk

Since you’ve updated an existing deal, Zoho CRM did not automatically create a parent ticket for the deal. You’ll need to manually create one. Follow these steps:

4.1 Go to the Desk.
4.2 Click the blue + sign or “Add Ticket” button, which will prompt you to enter details for a new Desk ticket.
4.3 Contact Name: Enter the name of the contact person associated with the specific request (e.g., GGR > John Kidd). Once the contact name is entered, other details will auto-populate.
4.4 Subject: Use this format for the subject line:
YYYYMMDD - Name of the Insured - Street Address
Example: 20250121 - John Smith - 123 Main St.
4.5 Ticket Owner: Assign the ticket to the deal owner (AM).
4.6 After filling in the required information, click Submit.
4.7 Once Desk ticket is created, merge it to the ticket that you previously owned before doing the deal creation. 


STEP 5: Enter the deal in AM Input 

  1. Access the AM Input and enter the claim details. If there are multiple RCVs and PWARRs, enter a breakdown (e.g., RCV+PWARR1+PWARR2). 
  2. Watch how it’s done through this link (Timestamp 1:00:42 - 1:06:25)
  3. You may also refer to Knowledge base article that is already existing for this topic:

IV. Deal Creation for other services

This section provides additional guidance for entering deals into our CRM when the service is not related to Supplementing.
  • Deal Creation for Honest Estimates
  • We follow the usual process for creating deals as outlined in Steps 1- 9 in Deal Creation.  However, there are a few key differences when entering an Honest Estimate deal:

  1. Documents: Documentation for Honest Estimates may be limited. Enter the information based on the available documents submitted by the requestor (RF). If certain information is missing, leave the relevant fields blank.
    1. If there is no SOL and no specified name for the insured, enter “HOMEOWNER” in the HO name.

  1. Google Drive Folders:

  • If Sarah is the Account Manager (AM) for the Honest Estimate, create only two subfolders in her Google Drive folder:
    • HONEST ESTIMATE
    • PICTURES
  • All documents related to this deal should be placed in the main folder.
  • For other AMs, continue to follow the usual folder structure outlined in Step 5 of Deal Creation.
  • Deal Creation for Reinspection
  • We follow the usual process for creating deals as outlined in Steps 1- 9 in Deal Creation.  However, there are a few key differences when entering a reinspection deal:

  1. Documents/ Photos: Some photos may be submitted in PDF format and consolidated into a single file. Ensure you convert these photos from PDF to JPEG and extract them individually. You can tools like IlovePDF , Bulk PDF to JPG or or any other reliable PDF-to-JPEG converter.
  • Deal Creation for Water Mitigation
  • We follow the usual process for creating deals as outlined in Steps 1- 9 in Deal Creation.  However, there are a few key differences when entering a Water Mitigation deal:

                                Document: Most of the time, there is no Statement of Loss (SOL) from the insurance, we will use the estimate provided by the Raving (RF) to gather the necessary details, including the RCV and other important information.

V. Deal Creation for an ACV Policy Claim 

What is ACV-Only Policy Claim? 
  • Actual Cost Value or ACV is the estimated value at time of loss, calculated as RCV - (Depreciation + Tax).
  • An ACV-Only Policy claim is a claim where the payout is based on the depreciated value of the insured item at the time of the loss. 
How Do I know if it is an ACV-Only policy claim? 
  • A key indicator of an ACV policy claim is that it has “Non - Recoverable Depreciation. Which is shown in SOL with angle brackets <>. 

                                                      

                            What do I do if it is an ACV-Only Policy Claim? 
  • You still have to follow All of the Steps for Deal Creation. Then proceed with the following: 


  • If it is a Non-GGR Claim: Create a task for the Deal Owner notifying them that it is an ACV Policy. 

VI. Calculating TOTAL RCV

STEP 1: Go to Summary Page of the Estimate
  1. Find all RCV amounts in the summary - normally RCV is the sum of Line-Items Total and the Material Tax.
STEP 2: Add all  REPLACEMENT COST VALUE amounts
  1. Add up the REPLACEMENT COST VALUE amounts or all covered items, especially if there are multiple sections in the estimate.
STEP 3: Double-Check for PWARR Amounts Not Included in Line-Item Totals (STATE FARM SPECIFIC!)
  1. For State Farm, PWARR amounts are not included in the total RCV, so make sure to manually add them. However, this is different for PWI, as it is usually included in the Line-Item Totals for Replacement Cost Value.
IMPORTANT NOTE for PWARR
If there is a PWARR line Item without an amount, you may do either of the following: 
  • Create a task for Deal Owner: Please get PWARR amount of RCV1 before closing. Ty! 
  • Create a task for yourself: Please call State Farm to get the PWARR amount.

SAMPLE COMPUTATION FOR XACTIMATE

Deal name: GINA DESTEFANO - 629 SHARON DR


STEP 1: Go to Summary Page of the Estimate
      • This is what the SUMMARY SECTION of the estimate of this deal looks like: 
  

STEP 2: Add all  REPLACEMENT COST VALUE amounts
      • Looking at this summary, the 1st RCV that we can see is $23,835.79. 
      • On the next page of the SUMMARY SECTION, another REPLACEMENT COST VALUE is found, and this time it $0
      • Usually, at a State Farm claim, $0 RCV means there is a PWARR amount in the line items. 
      • After scrolling, there are no more RCV amounts in the estimate aside from the 2 that were found. So now, it is time to get the amount of the PWARR items, showing in the ESTIMATE SECTION. 



STEP 3: Double-Check for PWARR Amounts
      • Go to the ESTIMATE section of the Scope of Loss,  where it shows the amount per line item, and look for PWARR/ PWI 
      • Each line item should have a price noted, if in any case there are no notes about the amount, You should call the insurance and request for the version of the estimate showing the PWARR pricing.


In the ESTIMATE section, we found 2 PWARR with amount. 
      • Roofing Felt 15 lb - $741.83
      • Ice & water barrier - $2,081.37
Adding everything together the total RCV would be: 
$23,835.79 + $741.83 + $2,081.37 = $26,658.99



SAMPLE COMPUTATION FOR SIMBILITY

DEAL NAME: CHRISTINE A LESAGE- 48W371 LENSCHOW RD

STEP 1: Go to Summary Page of the Estimate
      • This is what the SUMMARY SECTION of the estimate of this deal looks like: 



STEP 2: Add all  REPLACEMENT COST VALUE amounts
      • In the summary page, we found 2 RCVs. 

The total RCV should be: 
$41,188.21 + $70,331.83 = $ 111,520.04



VII. Post-Deal Creation Responsibilities of an Account Manager

  1. After a deal is created by an admin, it is crucial for Account Managers (AMs) and Senior AMs to review the deal to ensure all steps have been completed correctly. This includes verifying the deal form, uploading files to Google Drive, and most importantly, entering the correct Replacement Cost Value.
  2. Conducting this review helps prevent errors from progressing further and ensures that we do not overbill the client if the Replacement Cost Value is incorrect.
  3. Once all steps have been verified as correct, the AM or Senior AM can then proceed with creating a task for Vicki to generate an estimate.

VIII. Final Checklist for Deal Creation

  • Download ALL Client documents and photos
  • Check for existing deals
  • Client assignment date:
    • Greater Good Restoration: Due Date in Contractor’s cloud
    • Non-Greater Good Restoration: Date of the 1st communication in Desk
  • For GGR Only: Update Task in Contractors Cloud from 0 to 1.
  • Enter Details in CRM 
  • Paste all RF notes in CRM
  • Create Google Drive
    • To Insurance (Make sure to put the Consent to Correspond C2C on this folder)
    • From Insurance
    • Other Docs
    • Pictures
    • FI (Only for GGR)
    • Prior CSP Service (IF EXISTING DEAL FOUND)
  • Upload ALL Client Documents and photos 
  • Attach Google Drive link in CRM 
  • Merge Desk Ticket/ Create Desk ticket (IF EXISTING DEAL FOUND)
  • Enter in AM Input 
  • Create a task for Deal Owner to Review

IX. Uncommon Scenarios


  1. What if there is a conflicting insurance company shown on the documents of the claim? 
  • Double check the documents: 
    • The primary document used to identify the insurance company is the Scope of Loss (SOL). However, if the SOL is not available during deal creation, especially for Honest estimates, you will need to check other documents, such as the PA Contract, Notice of Representation, and others.

  • If the claim is for Greater Good Restoration, you can double-check by going to Contractors Cloud > Sales > Claims.

  • If these steps do not help identify the insurance company, create a task for yourself to contact the insurance company and confirm whether it is their claim.

X. Helpful Links 



Related Links: 

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