FAQs for dealsFollow
Where to go: Deals > Pipeline
This page aims to answer your questions. We also have a troubleshooting page if you're in trouble.
Who are deal boards for?
Deal boards are primarily aimed at quota-carrying reps and their managers, and their manager's managers. That said, anyone can use the board and even see their own deals by setting up a board to show deals handled by their role.
What can I use deal boards for?
How you use the board depends on your role:
AEs: Use the board for recaps and handoffs, and to prioritize your pipeline.
Managers: Get the reality of your team's pipeline at a glance, and focus your attention on reps and deals that require attention.
Sales leaders: Understand the day-today details that make up the forecast your managers are rolling up to you, and separate the fact from the fiction.
Only editing CRM fields for Salesforce and HubSpot CRMS is supported at the moment.
What deals are imported into Gong?
We import deals from the CRM for people who are set to record or import calls.
Gong also imports deals in accounts associated with CRM contacts who participated in imported activities.
Why is the total at the top of the tab wrong?
If you're seeing the total deal value shown at the top of the tab that's 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.
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, the best practice we recommend is to also add the dependent fields into the deal board.
I made a change in my CRM. How long will it take to see it in the Pipeline tab?
Syncing the data from your CRM can take up to a few hours.
What happens if my change wasn’t synced to my CRM?
If we can't sync your change to your CRM, the cell is briefly shown in red, and then you’ll see messaging 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, to trackers, associations in the CRM data, editing), in most cases, changes 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 anywhere from a few minutes minutes to a few hours.
What happens if two people make a change at the same time?
Changes are made according to the timestamp that the change was made. The change made at the latest timestamp presides.
I want to edit a field that I can’t see in my deal board, can I do that?
Yes you can! 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) and then make sure those fields are added as columns in your deal board.
Should I create my own board?
Hell yeah! Use custom and non-standard fields to create your own deal boards.
For example, create different boards with different filters... new business vs. renewal using Y/N or multi-select fields. And add columns to pull in fields from your CRM and change the order of the columns. You can even turn warnings on or off and see deals with no activity using the "14 days with no activity" warning.
I changed the columns in the board. Does it affect everyone using the board, or only me?
Any changes you make to the board settings affect everyone using the board. For example, if you add or remove columns, these columns are added or removed for everyone.
Any changes you make on the board itself will affect only your view of the board. For example, you could change the filters, and only you will see the changes.
How do I view my web conference call schedule?
In the Pipeline tab, there's a column titled Next Call. This column displays the upcoming web conference schedule based on the customer's calendar events.
How often does Gong scan calendars to see if we have a next call within our deals?
Gong scans calendars every 15-30 minutes and look for meetings that will occur in the next 12 weeks (Google) and 2 weeks (Office).
It can take up to an hour from the time that the upcoming call was imported into Gong until it shows in the Deals tab.
Why isn't next call appearing in the deal board?
There are two requirements for next call to appear in the board:
A calendar invite (including a web conferencing link for calls set to be recorded) must have been sent to - and accepted by - your prospect.
The calendar meeting must occur within 12 weeks of the invite being sent.
How is no next call cleared in Drivers?
The no next call in Drivers is cleared on the condition that a meeting is scheduled in your integrated calendar in the next 12 weeks - that's all Gong requires. Meeting participants do not have to accept the invite in order to clear the no next call.
I edited the warnings in my board. How long will it take to see in the Pipeline tab?
It can take up to an hour to recalculate the deals and show the new warnings.
Can I change my fiscal year definition?
Gong admins can change when you start your fiscal year. Learn how.
Can I create a deal board for my sales engineers or any non-Sales roles?
Yes you can. (See Create a deal board).
Can I create one board for multiple roles on the deal team (e.g. AE + SE)?
You can see deals handled by opportunity teams. Learn more.
What's the difference between a subscriber and an observer?
A subscriber gets a weekly digest showing their deals relevant to their role through the lens of the deal board:
Reps/other role: Deals they handle
Managers: Deals handled by their direct reports
Managers of managers: Deals handled by everyone rolling up to them
An observer gets a weekly digest showing another (selected) team's deals through the lens of the deal board.
What filters does the default board have?
When you access the board, by default it opens to deals closing this month and open deals, and by the default columns that show the deal name, activity, and warnings. You can create your own board with your own default filters.
How can I filter the board?
Use the filters above the board to filter by close dates, people and teams, and the deal status - open, won, or lost. When you create your own board, add filters to narrow the scope of the board to what's important for you.
I'm creating a board - why can't I see a certain CRM field in the filters list?
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. If it's not - ask him to add it!
What CRM fields can we use as filters or columns?
When your Gong admin sets up the CRM integration (Salesforce or HubSpot), they can import any CRM fields to Gong. Broadly speaking, you can use these fields as filters or columns when creating your board. (They're also used in the Calls page for searches and in the Account page).
We can't recommend enough that you import your most useful opportunity and account-related fields to give you the richest deal boards you can create.
The most crucial field to import is the amount field, as that is used as the deal value in the boards.
There's no difference between Salesforce and HubSpot as to which fields you can import.
Can I use a text or range field to filter my board?
No, currently we don't support filtering the board by a text or range field (for example, >$200K), but they can be used as columns in your board.
If it's important to you to filter a board by these types of fields, let us know!
How am I warned about deals that need my attention?
Deal warnings warn you of risk in your pipeline and are visible both on the board, and in the weekly email digests. For more information on the warnings, how to configure them (includes recommendations), go here.
Will I get notified of deal activity?
Yes. We've added a weekly deals digest to our emails. The content is tailored for the recipient:
Reps: get a summary of your own activity and inactive pipeline.
Managers: see a short summary of your team's pipeline status, and reps that require assistance in meeting quota.
Can I unsubscribe from this digest?
Sure. Either click Unsubscribe in the mail, or go to My Notifications and clear the Weekly Deals digest checkbox.
Can I subscribe people to my board?
Yes - set up subscriptions for whoever would have a vested interest in receiving a weekly email digest for the board, tailored to their individual perspective of the board. Learn how to set up subscribers here. You can set up subscribers when creating or editing the board.
The email digest is tailored to the recipient:
Reps - The email digest shows the risk in their own deals.
Managers - The email digest shows the risk in their rep's pipeline.
Senior managers - The email report shows the risk in their managers’ pipeline.
How can I subscribe someone to a digest of my board if they're on another team?
When is the weekly digest sent?
The weekly digest is sent at 7am on a Monday morning, according to your local timezone.
You can change when the digest is sent in the My Notifications area.
How can I get the most out of my deal board?
Incorporate deal reviews as part of daily workflow, and enjoy leveraging the deal intelligence to get ahead.
Review your digest that summarizes deals that require your attention
Drill down into those deals on the board
Review your digest and identify reps that require assistance in meeting quota, and deals that require their attention
Go over deals with your team and measure projection against reality in a pipeline review
Produce a reality-based forecast
Review your digest to see your managers' team forecasts
Focus on the teams that require assistance in meeting quota
Go over with your manager and measure against reality in a pipeline review
Produce a reality-based forecast
Do you have any other recommendations for using deal boards?
What actions can I do in the deal board on mobile?
You can see your deal boards, select which one you want to view, and easily switch between them. Within each board you can:
Sort the board according to the board columns
Filter the board (for example, by team, deal status, time)
Creating, editing, and deleting boards on mobile isn't supported right now - let us know if you need it!