FAQ’s
Which pre-built playbooks are available?
The following playbooks are available: MEDDICC, BANT, SPIN, Challenger, SPICED, Solution Selling, and Sandler. Pick the playbook your company is already using.
How many active playbooks can I have?
You can have as many active playbooks at a time as you want. You also can add unlimited playbooks to a deal board, although companies commonly use a single one.
How many elements can I have in a playbook?
You can have up to 9 elements in a playbook.
What happens to data if I delete an element?
If the element is synced with your CRM, data that’s already been synced isn’t affected. If the element hasn’t been synced, the data is removed from the playbook and can’t be restored.
What happens to the data in a playbook if I delete it?
If you delete a playbook, data that was saved in the playbook can’t be restored. If elements were synced with your CRM, the synced data isn’t affected.
In what languages do AI notes work?
Currently, AI notes are in English only. We’re working on support for other languages.
Can I import existing data from the CRM?
Yes. When you configure each element in a playbook, you can select a CRM field to provide synchronization for that element between Gong and your CRM.
the CRM fields that you’re already importing in Gong when creating your playbook. This is bi-directional sync where the latest updated one completes the other.
If you choose to start using your playbook without syncing any CRM field elements, data will be saved in the playbook in Gong. When you’re ready to sync with your CRM, add the CRM fields to the playbook and publish it:
If there’s already data in Gong for these fields, it will override data in corresponding CRM fields.
If there is no data in Gong for these fields, nothing will happen in corresponding CRM fields.
Gong will sync data from the playbook to your CRM, covering up to the past 3 months.
What do the colors mean for each letter?
White: There’s no manual note and no AI findings.
White with a star: There is no manual note but AI has suggested a note.
Light blue: A manual note was added by the rep, regardless of the AI state.
Dark blue: Either the rep or the manager (depending on your process) has confirmed that the note in the element is validated.
How is the status of each element updated?
The status updates according to actions that take place. For example, when Gong’s AI has suggested a note, it moves from white to white with a star.
When a manual note is added, it moves from white (or white with a star) to light blue. When a rep or manager confirms that an element is validated, it moves from light blue to dark blue.
Who can mark a note as validated?
Whether the AE or manager can validate the content depends on your company's process.
How many calls and emails are searched to create the suggested note?
The AI suggested note looks at the last 100 emails and the last 50 calls.
Where else can I track playbook progress?
You can track which playbook elements came up in a specific call via the Points of interest tab on the call page.
How do I switch to a rich text field in Salesforce?
Synced data from Gong to Salesforce is easier to read in Salesforce if you’re syncing with a rich text field. Rich text fields are optimal, since they enable you to add links, bullets, and other formatting options that make the text more readable.
You can do this by switching the field type in your CRM from a long text field to a rich text field. Here’s how to do it in Salesforce:
Open your opportunity record in Salesforce. If you're an admin, you'll see a cog in the top right corner.
Click the cog and select Edit Object.
This opens the Object Manager. Select Fields & Relationships.
Look for the field that you want to convert, the DATA TYPE will be Long Text Area. Click the arrow on the far right, and click Edit.
Select Change Field Type at the top of the screen.
The Data Type will be already selected as Text Area (Long). Change it to Text Area (Rich) which is just below.
This change prompts two notifications that need to be approved:
A field conversion warning asking if you want to continue. Click Yes.
A second field conversion warning about the usage of HTML. Select Yes and click OK.
Click Next to set up the details of the field.
In the details area, make sure to set the following:
Length: Set a high number of characters for this text, for example, 130,000.
# Visible Lines: Select at least 10 visible lines.
Click Next.
Don’t make any changes on the next screen, just click Save.
Note:
Field types can’t be changed for fields that are referenced in flows. For details, see this Salesforce article.