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    Suite 01 of 7

    Sales Suite

    Turn opportunities into lasting customer relationships.

    Manage the progression from lead acquisition and qualification to account relationships, opportunities, quotations, contracts and sales execution.

    Connect commercial activity with pipeline visibility, forecasting, territory management and sales engagement.

    See Commitment Gates
    The challenge

    What sales leaders are up against

    The Sales Suite gives every commercial commitment a visible gate: who qualified the lead, who approved the discount, which version of the contract was signed — and where the order goes next.

    1. Three versions of the pipeline

      Pipeline is reported from spreadsheets and differs between sales, finance and leadership.

    2. Discounts approved by email

      Discounts and non-standard terms are approved in inboxes, with no traceable decision record.

    3. Leads lost between teams

      Leads are lost or duplicated between marketing capture and sales follow-up.

    4. Coverage that breaks mid-year

      Territory and quota changes break coverage and attainment reporting.

    5. Orders typed twice

      Quotes, orders and contracts are re-keyed into ERP, creating billing disputes.

    8 Capabilities

    Inside the Sales Suite

    Each capability: its purpose, what it covers, who decides, the records it keeps and how exceptions are handled. Functions included in a deployment are agreed during solution design.

    Lead Management

    Capture, qualify and route new demand to the right owner.

    What it covers

    • Capture from web forms, imports and the sources your organisation connects
    • Duplicate checks before routing
    • Routing, scoring and grading
    • Qualification and conversion

    Who decides

    Sales operations sets routing and scoring rules. The rep decides whether a lead is qualified.

    Records

    • Lead with source and consent context
    • Qualification decision
    • Conversion history

    Exceptions

    • A possible duplicate is held for merge review.
    • A lead that is not ready returns to nurture with a reason.
    Previously listed as

    New capability in the Suite structure.

    Accounts & Contacts

    See the organisations and people behind every relationship.

    What it covers

    • Account hierarchies
    • Buying committees
    • Relationship maps
    • A timeline of activity across the customer lifecycle

    Who decides

    Account owners maintain their accounts. Data stewards resolve merges.

    Records

    • Account and contact records
    • Relationship map
    • Activity timeline

    Exceptions

    • Duplicate accounts go to merge review; nothing is merged silently.
    Previously listed as

    Customer 360 Profile Store

    Opportunity & Pipeline

    Move opportunities through a defined, inspectable sales process.

    What it covers

    • Multiple pipelines by record type
    • Stage guidance and process rules
    • Probability by stage
    • Win/loss analysis

    Who decides

    Sales leadership defines stages and exit criteria. Managers inspect stage changes.

    Records

    • Opportunity with stage history
    • Win/loss reason

    Exceptions

    • A stalled stage is flagged for manager review.
    Previously listed as

    Sales Force Automation

    CPQ & Quotes

    Produce quotes from controlled pricing, with approvals where policy requires them.

    What it covers

    • Product catalog and price books
    • Guided selling
    • Discount approvals
    • Quotes prepared for an electronic signature step where one is used

    Who decides

    Pricing owners maintain price books. The deal desk approves discounts and terms above policy.

    Records

    • Quote versions
    • Approval with approver and reason

    Exceptions

    • A rejected discount returns to the rep with the reason.
    • A requested change creates a new quote version.
    Previously listed as

    CPQ & Quoting

    Orders & Contracts

    Turn accepted quotes into orders and versioned contracts.

    Authoritative order-to-invoice, revenue recognition and the ledger stay in iShield One.

    What it covers

    • Quote-to-order
    • Contract versions
    • Amendments
    • Renewals

    Who decides

    Sales operations confirms the order. Legal or commercial owners approve contract changes.

    Records

    • Order
    • Contract versions and amendments

    Exceptions

    • An amendment after signature creates a new version, never an overwrite.
    Previously listed as

    Revenue Operations (Renewals, Expansion)

    Forecasting & Quotas

    Build forecasts and track attainment against quota plans.

    What it covers

    • Roll-up forecasts
    • Scenario simulation
    • Quota plans
    • Attainment

    Who decides

    Sales managers make the forecast call. Sales operations owns quota plans.

    Records

    • Forecast submissions by period
    • Quota plan versions

    Exceptions

    • A quota change mid-period is versioned so attainment history stays readable.
    Previously listed as

    Forecasting Workbench · Territory & Quota

    Territory Management

    Design territories and assign coverage by rule.

    What it covers

    • Territory design
    • Assignment rules
    • Coverage analysis

    Who decides

    Sales operations designs territories. Conflicts are arbitrated by sales operations.

    Records

    • Territory definitions
    • Assignment history

    Exceptions

    • An account claimed by two territories goes to arbitration.
    Previously listed as

    Territory & Quota

    Sales Engagement

    Plan and record the activities that advance a deal.

    What it covers

    • Cadences
    • Activity capture
    • Email and calendar sync where connected
    • Battlecards

    Who decides

    Reps run their cadences. Managers set cadence templates.

    Records

    • Activities against the opportunity
    • Cadence history

    Exceptions

    • Contacts without valid consent are excluded from outbound cadences.
    Previously listed as

    Sales Force Automation

    Signature view

    Commitment Gates

    From first lead to signed order, every commercial commitment passes a visible gate before it becomes a record — and the order leaves Connect for iShield One with its history intact.

    • Activity
    • Decision
    • Record
    • Hand-off

    1. 01 ActivityCustomer

      Capture a lead

      Web forms, imports and other sources your organisation enables create a lead; duplicates are checked before it is routed.

      Who acts, record and exceptions
      Owned by
      Marketing or sales, by capture source
      Record
      Lead with source and consent context
      If it goes wrong
      Possible duplicate: held for merge review.
      Capability: Lead Management

    2. 02 DecisionSales

      Qualify?

      Scoring and grading help prioritise, and territory rules route the lead to an owner. The rep decides whether to qualify.

      Who acts, record and exceptions
      Decided by
      Sales rep, under rules set by sales operations
      Record
      Qualification decision and owner
      If it goes wrong
      Not ready: returned to nurture with a reason.
      Capability: Lead Management

    3. 03 RecordSales

      Account & opportunity

      The account, its buying committee and the opportunity are created; stage guidance shows what the next stage requires.

      Who acts, record and exceptions
      Owned by
      Sales rep; sales manager inspects stages
      Record
      Account, contacts and opportunity with stage history
      If it goes wrong
      Stalled stage: flagged for manager review.
      Capability: Opportunity & Pipeline

    4. 04 ActivitySales

      Build the quote

      Products, price books and guided selling assemble the quote from the approved catalog.

      Who acts, record and exceptions
      Owned by
      Sales rep
      Record
      Quote version
      If it goes wrong
      Item outside the catalog: routed to the deal desk.
      Capability: CPQ & Quotes

    5. 05 DecisionDeal desk

      Within policy?

      Discounts and non-standard terms above policy go through an approval chain. The approver and the reason are recorded.

      Who acts, record and exceptions
      Decided by
      Deal desk; approval chain by threshold
      Record
      Approval with approver and reason
      If it goes wrong
      Rejected: the quote returns to the rep with the reason.
      Capability: CPQ & Quotes

    6. 06 ActivityCustomer

      Customer accepts

      The customer accepts the quote. Quotes are prepared for an electronic signature step where one is used.

      Who acts, record and exceptions
      Owned by
      Customer
      Record
      Accepted quote
      If it goes wrong
      Changes requested: a new quote version, never an overwrite.
      Capability: CPQ & Quotes

    7. 07 RecordSales

      Order & contract

      The accepted quote becomes an order and a versioned contract; amendments and renewals create new versions.

      Who acts, record and exceptions
      Owned by
      Sales operations
      Record
      Order; contract version
      If it goes wrong
      Amendment after signature: new version, not an overwrite.
      Capability: Orders & Contracts

    8. 08 Hand-offiShield One

      Order to invoice

      to: iShield One

      The order hands off to iShield One for authoritative order-to-invoice, revenue recognition and the ledger. Connect does not post financial transactions. This hand-off depends on how the platforms are implemented and configured.

      Who acts, record
      Owned by
      Finance in iShield One
      Record
      Order reference shared with iShield One
      Capability: Orders & Contracts
    Illustration of a governed lead-to-order path — not a product screen. Forecasting, territory and engagement activity run alongside these gates; the hand-off to iShield One shows how responsibility is intended to divide.
    Accountability

    Escalation, exceptions and the people who decide

    “Every price, term and forecast call has a name next to it.”

    • Discount

      Trigger: Discount above the policy threshold

      Who acts: Deal desk, then the approval chain

      Approver and reason are recorded on the quote.

    • Duplicate

      Trigger: Duplicate lead or account detected

      Who acts: Data steward

      Merges are reviewed, never silent.

    • Territory

      Trigger: Two owners claim the same account

      Who acts: Sales operations

      The arbitration decision is recorded.

    • Contract

      Trigger: Change after signature

      Who acts: Commercial owner

      A new version is created; signed versions are kept.

    AI and automation, by mode

    • Rules and automation

      Configured by sales operations; rule changes are logged.

      • — Lead routing and assignment
      • — Approval chains by threshold
      • — Stage process rules

    • AI assistance

      Suggestions and scores a person weighs; the rep decides.

      • — Lead and opportunity scores (Intelligence Suite)
      • — Email drafts and suggested next steps (AI Copilot)
      • — Deal-risk indicators (Revenue Intelligence)

    • Not offered

      Decisions that stay with people.

      • — Approving a discount
      • — Committing a forecast
      • — Sending outreach without the rep
    Operating model

    Four commercial disciplines, one record

    Each discipline works on the same account and opportunity records.

    1. Demand

      Who should we talk to?

      Accountable: Sales operations

    2. Relationship

      Who is the customer and who decides?

      Accountable: Account owner

    3. Deal

      What are we offering, at what price?

      Accountable: Rep · deal desk

    4. Commitment

      What did the customer sign, and what will we deliver?

      Accountable: Sales operations · sales leadership

    Performance

    What teams can follow

    Measures teams can follow where configured. Names only: targets and results belong to each organisation.

    • Pipeline coverage

      From Opportunity & Pipeline

    • Stage conversion

      From Opportunity & Pipeline

    • Win/loss reasons

      From Opportunity & Pipeline

    • Discount approval cycle

      From CPQ & Quotes

    • Forecast versus outcome

      From Forecasting & Quotas

    • Quota attainment

      From Forecasting & Quotas

    • Territory coverage

      From Territory Management

    • Lead response time

      From Lead Management

    Standards and frameworks

    Context, not certification

    How the Suite relates to recognised standards. This describes alignment of practice; conformity and certification belong to each organisation.

    • ISO 9001 §8.2 — review of requirements

      Quote and contract review discipline mirrors the review of customer requirements before commitment.

    • COSO internal control

      Context: discount and term approvals support internal-control practices where the customer applies them.

    • GDPR · UAE PDPL · KSA PDPL

      Applies to the customer's use: lawful basis for prospect data and outreach, supported by consent context on leads.

    • ePrivacy / PECR · CAN-SPAM · CASL

      Applies to the customer's use of outbound cadences in Sales Engagement.

    • IFRS 15 / ASC 606

      Boundary only: revenue recognition stays in iShield One; Connect supplies contract data.

    Boundaries

    Where the Suite ends, and who takes over

    iShield Connect owns CRM and customer engagement. Each other platform keeps its own responsibility.

    • iShield Connect

      The Sales Suite owns

      Leads, accounts, opportunities, quotes, approvals, orders, contracts, forecasts and territories.

    • iShield OneExplore iShield One

      Owns

      iShield One remains the appropriate ERP context for authoritative financial and operational accounting processes where integrated — order-to-invoice, revenue recognition and the ledger.

    • iShield LinkExplore iShield Link

      Owns

      Email, calendar and lead-capture connectors are provided through iShield Link where implemented and configured.

    • iShieldGRCExplore iShieldGRC

      Owns

      Where an organisation runs iShieldGRC, enterprise segregation-of-duties policy and audit programmes sit there; Connect keeps the in-app approval records.

    These boundaries describe how responsibilities are intended to divide between the platforms. Integration depth depends on how they are implemented and configured.

    The seven iShield Connect Suites

    See the Sales Suite with your own customer journeys.

    Request a demo and we will walk through the Suite against your processes, roles and boundaries.

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