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Create Salesforce workflows using Gong data

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Naomi Papoushado
  • Updated

Note

Flows for displaying Gong data in Salesforce come built-in to Gong for Salesforce version 2.24. For details see Built-in flows to enrich your Gong data in Salesforce. Creating workflows as described in this article is no longer recommended.

Build workflows to make sense out of Gong data flowing into Salesforce.

Gong automatically surfaces data in calls which can be used in Salesforce to uncover the reality of your Accounts and Opportunity.

Create a workflow to surface competitors and add them to the Opportunity record

Note

In order to make custom fields and workflows, you'll need the necessary administrative permissions in your Salesforce org. Consider following your implementation life cycle processes and start in a Sandbox or test environment.

Make sure that there aren't any custom validation rules that might cause this update action to fail. Take into account any implications to updating Opportunity records before you apply this change.

Gather the names of competitors mentioned in conversations during the opportunity lifetime, and place this information at the Opportunity record level, stored in a dedicated custom field.

Our goal:

We want to create a technical process that will do the following:

Every time a tracker record is created, where the tracker name is "Competitors" and the tracker occurrences is greater than 0, we want to place the tracker phrase value in the Competitors custom field at the Opportunity level (provided that the tracker phrase doesn't exist there already).

Before we begin:

Create a tracker and set it to sync to Salesforce (with or without a separate tracker for each phrase in the group).

Create the workflow in Salesforce:

  1. In the Opportunity object where you want all competitor names to be placed, create a custom field of type Text.

    Process_Builder_2.png

  2. Go to Setup > Process Automation > Process Builder and create a new process.

  3. Enter the name and description, and in The process starts when list, select A record changes.

  4. In the Process Builder main page:

    Process_Builder_3.png

    1. Click Add Object.

    2. Set the object type to Tracker.

    3. In the Start process when area, select only when a record is created.

    4. Click Save.

  5. In the Add Criteria area, create the following conditions that when met, the field update will be executed:

    • Tracker name is Competitors

    • Tracker Occurrences is greater than 0

    • Primary Opportunity (in the Conversation record) is not Null

    Process_Builder_4.png

  6. Make sure that all conditions are met (AND option is selected) and click Save.

  7. Click the Add Action area and define how the Competitors custom field will be updated:

    Process_Builder_5.png

    1. Set Action Type to Update Records.

    2. In the Record Type area, point to the primary opportunity.

    3. Set Criteria for updating records to No criteria - just update the records!.

    4. In the Set new field values for the records you update area, add a formula for the Competitors custom field with the following value:

      IF(ISBLANK([Gong__Tracker__c].Gong__Gong_Interaction__c.Gong__Primary_Opportunity__c.Competitors__c ),
        [Gong__Tracker__c].Gong__Tracker_Phrase__c,
        IF(CONTAINS
            ([Gong__Tracker__c].Gong__Gong_Interaction__c.Gong__Primary_Opportunity__c.Competitors__c, 
            [Gong__Tracker__c].Gong__Tracker_Phrase__c),
                  [Gong__Tracker__c].Gong__Gong_Interaction__c.Gong__Primary_Opportunity__c.Competitors__c,
            [Gong__Tracker__c].Gong__Gong_Interaction__c.Gong__Primary_Opportunity__c.Competitors__c 
            & "," & [Gong__Tracker__c].Gong__Tracker_Phrase__c)
)

      Feel free to copy this code! :)

      Process_Builder_6.png

      This formula checks whether the competitor is already displayed in the custom field, and concatenates the name accordingly.

    5. Click Use this Formula and then click Save.

    Your process is ready to be deployed.

  8. Click Activate.

    Note

    This process will update future conversations only.