Gong allows you to update CRM fields directly within the deal board. Once updated, the new value is automatically synced to the CRM. This is available for Salesforce, HubSpot, and Dynamics 365.
Who can update CRM data directly from the deal board?
Anyone who has the permissions to update a CRM field will be able to do so directly from a column cell in the deal board. Additionally, you can use the Update CRM section to define available CRM fields that won’t show up as a column, but can be found in deal activity.
Make sure that the CRM field values you need are mapped and synced with Gong (Salesforce/ HubSpot/ Dynamics 365). Specifically, rollup forecast categories and CRM values, filters, and deal board columns.
Note:
Salesforce field name differences worth noting:
The Last activity field from the Account object shows in the Deals board as Account Last Activity date.
The Last activity field from the Opportunity object shows in the Deals board as Deal Last Activity date.
The Record Type ID field from the Opportunity object shows in the Deals board as Opportunity Record Type.
What CRM fields can I use as filters or columns?
When your Gong admin sets up the CRM integration, they can import any CRM fields to Gong. You can use these fields as filters or columns when creating your board.
The most crucial field to import is the amount field, as that is used as the deal value in the boards.
Are there any CRM fields that aren’t supported?
The following CRM fields are unsupported for displaying columns, filtering and grouping in deal boards:
Multi-picklist fields (fields of the type “multi-picklist”)
Reference fields (fields that reference other objects)
Fields from standard objects other than Opportunity or Account
Fields from custom objects
Additional unsupported field for filtering in deal boards:
Date fields
Additional unsupported field for grouping in deal boards:
Number fields and currency fields
Why can't I see a certain CRM field in the filters list when creating a board?
Check with your Gong admin to make sure that the CRM field you are looking for is configured in the Import from CRM area in your CRM integration settings, and add it if it's not there.
Why is the total at the top of the tab wrong?
If the total deal value shown at the top of the tab is different to what you'd expect, check with your tech admin that the CRM field you're using as the deal value in the deal board matches the field set as the currency amount field in your Salesforce integration settings.
Settings > [CRM] > Import from [CRM] area > Set the [CRM] currency amount field you want to appear as the deal value in Gong.
Deal boards help you troubleshoot some common issues using the Missing some deals? function.
Why can I edit fields in Gong that are restricted in Salesforce by validation rules?
Gong allows you to edit fields in the deal board and then checks your user permissions and company validation rules in Salesforce to make sure we can update the record.
If the edit is valid, you'll see a green success message. If your edit isn't allowed, you'll see a red error message, and the deal board field will return to the previous value.
If you have dependent fields, we suggest also adding the dependent fields to the deal board.
How long does it take for changes made in my CRM to appear in the deal board pipeline?
Syncing the data from your CRM can take up to 30 minutes.
What happens if my update wasn’t synced to my CRM?
If we can't sync the change to your CRM, the cell is briefly shown in red, and then you’ll see a message letting you know what the issue was.
How soon can I see a call in the CRM?
New calls are processed in Gong and updated immediately in the CRM. For calls where there are changes to its associated data (for example – trackers, associations in the CRM data, editing), changes usually appear within 24 hours.
Why can’t I see my change in Gong yet?
When you update something in your CRM, it will be updated in Gong in the next sync cycle which can be a few minutes. See this article for more information on sync times.
What happens if two people make a change at the same time?
Changes are reflected based on the time they were made. The most recent update—determined by its timestamp—will take priority.
Can I edit a field that I can’t see in my deal board?
Yes but you would first need to make sure that you are pulling in those fields from your CRM via the Manage fields page in your Gong CRM settings (your tech admin can help). Then add as columns in your deal board.