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Configure Gong Conversations during upgrade

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Naomi Papoushado
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Perform these tasks to configure Gong Conversations when upgrading.

Adjust fields

  1. In either Classic or lightening mode, go to Setup.

    image2019-4-14_9-37-44.png

  2. In Lightning mode, go to the Object Manager and select the Conversation custom object.

    image2019-4-14_9-39-28.png

    In Classic mode, go to Create > Objects and select the Conversation custom object.

    image2019-4-14_9-46-50.png

  3. Click Page Layouts and select Gong Call Layout.

    image2019-4-14_9-48-56.png

  4. Drag the following fields into the current information section:

    image2019-1-31_11-58-18.png

    Left pane: Conversation Title, Gong ID, URL, Title, Scheduled, Started, Duration (Min.), Direction, Scope, System (from the right pane), and Media.

    image2019-1-31_11-59-32.png

    Right pane: Remove Owner and move System to the right. Drag the Primary User field from the available fields at the top to the right column.

  5. Drag in a new section and name it Opportunity State (at time of call).

    image2019-1-31_12-10-23.png

  6. Use the following section properties and click OK.

    image2019-1-31_12-12-20.png

  7. Drag the following fields to the Opportunity State (at time of call) section: Stage, Probability, Amount, Forecast Category, Close Date.

    image2019-1-31_12-14-39.png

  8. Click Quick Save and continue adjusting the page layout.

    image2019-1-31_12-41-28.png

See also:

Adjust buttons and links

Adjust related lists

Assign permission sets

Uploading Gong calls to Salesforce

Adjust buttons and links

  1. Go to Setup > Object manager and click the Conversation.

  2. Click Page layouts and then Gong call layout.

    image2019-3-31_10-55-53.png

  3. Classic mode: go to the left pane, click Buttons and drag the View in Gong custom button to the Custom buttons section.

    SF_custom_button.png

  4. Do the following:

    1. Lightning mode: click the override the predefined actions link in Salesforce mobile and lightning experience actions.

    2. Go to the Mobile & lightning actions pane and drag the View in Gong link to the Salesforce mobile and lightning experience actions section.

    SF_custom_button2.png

  5. Position the new buttons on the left. Drag and remove all other buttons apart from Sharing if it is relevant for your organization.

  6. Saleforce_mobile_and_lightning_experience_actions.png

    Click Quick save and continue to adjust the page layout.

    image2019-1-31_12-41-28.png

See also:

Adjust fields

Adjust related lists

Assigning permission sets instead of profiles

Uploading Gong calls to Salesforce

Adjust related lists

  1. Go to Setup, click Object manager and then Conversation custom object.

  2. Go to Page layouts , click Gong Call layout and then scroll to Related lists.

    Layout_properties_s1.png

  3. Drag the following related lists into the Related lists section: Accounts, Contacts, Interaction stats, Invitees, Leads, Notes, Opportunities, Structure, Topics and Trackers.

    related_lists_s1.png

    Note

    You can change the order of the related lists later.

  4. Click Save and close Page layout.

    Save_and_cancel.png

  5. Add the Gong Conversations related lists to the Accounts, Opportunities, Contacts and Leads page layouts. Do the following:

    1. Go to Object manager, click Account and then select the Page layouts defined for Gong for Salesforce users.

    2. Go to Related lists, select Gong conversations related list and drag it to the Related lists section.

      page_layout_1.png

    3. Repeat the above steps for Contact, Lead and Opportunity.

  6. Click the Gong Conversations Wrench icon, check the following fields and sort by criteria are selected and displayed for each Gong conversations related list:

     

    1. Opportunity Page layout: Conversation title, Primary account, Started, Duration, URL, Participant emails. Sort by: Default. Standard buttons: uncheck New and Change owner.

    2. Account page layout Conversation title, Started, Duration (min), URL, Primary opportunity. Sort by: Started.

    3. Contact page layout Title, Primary account, Primary opportunity, Participant emails, Started. Sort by: Started.

    4. Lead page layout Title, Started, Participant emails. Sort by: Started.

 

See also:

Adjust fields

Adjust buttons and links

Assign permission sets

Uploading Gong calls to Salesforce

Enabling Highlights and Transcript canvas permissions

 

  1. Go to Setup, select App manager and then click the Manage button to access Gong Canvas app.

    gong_canvas_1.png

  2. In the Gong Canvas app connected app page, select Edit policies to display the Edit policies.

    setup_app_manager.png

  3. Switch the permitted users to Admin approved users are pre-authorized and click Save.

    Gong_canvas_app.png

  4. In the Gong Connected app page, scroll down to Profiles , click Manage Profiles and add all relevant profiles to the Canvas app.

    back_to_s1.png

See also

Adjust buttons and links

Adjust fields

Adjust related lists

Add View in Gong button

Add the "View in Gong" button to enabling jumping from Salesforce to the relevant page in Gong. This action is available in the Account, Opportunity, and Lead pages.

  1. Go to Setup > Object Manager > Account > Page Layouts.

  2. Click the page layout for Account, Opportunity, or Lead, and then select Mobile & Lightning Actions in the left pane.

  3. Drag the View Account in Gong button to the Lightning Experience Actions area.

    View_Account_in_Gong.png

  4. Click Save and repeat for each page layout.

Assign permission sets

Gong for Salesforce ships with a single permission set for end users.

Go to Setup > Administration Permission Sets. Find the Gong Users permission set, click Manage Assignments and select the users who work with Gong.

image2019-2-4_10-22-54.png

Set up Gong Deal Canvas app

Follow the steps in this section to be able to view the Gong Account page in Salesforce.

Note

You must have Gong for Salesforce v2.20 or later. Learn how to upgrade your instance here.

If you have Salesforce Classic, follow the steps in this section: Configure Deals in Salesforce Classic

If you have any other Salesforce version, follow the steps in these 3 sections:

Enable the Deal Canvas app

  1. In Salesforce, navigate to Setup > Manage Connected Apps, and locate Gong Deals Canvas app.

  2. Click Edit, and change Permitted Users to Admin approved users are pre-authorized.

  3. Click Save.

    DealCanvas1.png

  4. Click Gong Deals Canvas App and select Profiles you want to apply this app to.

    Note that only users with these profiles will be able to view what the canvas app displays.

    DealCanvas2.png

Apply Deals Canvas in Accounts

Perform the following steps for all relevant Lightning Record Pages:

  1. Navigate to Setup > Object Manager > Account > Lightning Record Pages.

    Note

    We recommended you place the canvas in a wide pane, preferably in the Tabs component, although it is not mandatory to do so.

  2. Select a new tab with a custom tab label named Gong.

    DealCanvas3.png

  3. From the Components pane, drag a Visualforce component to the newly created tab.

    DealCanvas4.png

  4. Select GongDealsInAccount Visualforce page, clear the Show Label checkbox, and set the Height to 700.

    DealCanvas5.png

  5. Click Save.

Apply Deals Canvas in Opportunity

Perform the following steps for all relevant Lightning Record Pages:

  1. Navigate to Setup > Object Manager > Opportunity > Lightning Record Pages.

    Note

    We recommended you place the canvas in a wide pane, preferably in the Tabs component, although it is not mandatory to do so.

  2. Select a new tab with a custom tab label named Gong.

    DealCanvas6.png

  3. Drag a Visualforce component to the newly created tab.

  4. Select GongDealsInOpportunity Visualforce page, clear the Show Label checkbox, and set the Height to 700.

    DealCanvas7.png

Configure Deals in Salesforce Classic

If you have Salesforce Classic, follow the steps below to view the Gong Account page in Salesforce.

  • To define the relevant Account/Opportunity Page Layouts, drag the Visualforce page to the page layout.

    DealCanvas8.png

Display scorecards

Note

You must have Gong for Salesforce v2.20 or later. Learn how to upgrade your instance here.

Set up

Once you complete the upgrade to v2.20 or later, Gong pushes scorecard data to Salesforce, including historic conversations. Perform the steps in this section to display scorecard data in Conversations records.

  1. Navigate to the Salesforce Setup > Object Manager > Conversations > Page Layouts.

  2. In the only available Layout add the Scorecards related list, and add the following columns: Scorecard Name, Question, Answer, Got Scored, Scored By, Note, Overall question, & Visibility.

    Scorecards.png

  3. Navigate to any Gong conversation record and click Edit Page in the top right corner.

  4. In Page Setup, drag Related List - Single component to the Content tab and select the Scorecards related list:

    Scorecards3.png

  5. Click Save and Activation to save this change.

Reports

You can see scorecard reports in the Conversation’s Content tab. The data includes the scorecard name, questions and all answers, and who was scored.

ScoreczrdstoG4SFDC.png

Drill down to see a detailed view of each scorecard, and further information such as scored by, notes, visibility (public or private), and more.

ScoreczrdstoG4SFDC2.png

The scorecard analysis dashboard in Salesforce contains the following charts:

  • Top scorers (by number of calls scored)

  • Bottom scorers (by number of calls scored)

  • Scorecards filled per month by manager

  • Top-used scorecards

  • Top people to get scored (by numbers of calls scored)

  • Bottom people to get scored (by numbers of calls scored)

  • People with the highest average score overall

  • People with the lowest average score overall

  • Average scores given over time (by manager)

  • Average scores given over time (by rep)

  • Scorecards used over time

Gong-scorecards-analysis1.png
Gong-scorecards-analysis2.png
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