Question

Tracking logged calls from SF in Deals....

  • 28 October 2022
  • 2 replies
  • 49 views
J
Userlevel 2
Badge +1

Hello,

I am using deal boards more and more and find them to be a MUCH better way to track deals and review pipe.   One area I have not figured out about the integration with Salesforce is related to logged calls.   I have several deals with warnings showing up for a lack of activity but when I go into salesforce I can see that my sellers are logged calls where they leave VMs (for ex).   So I can see the activity but that is not funneling through into Gong and as a result my reps are seeing warnings when they are not really needed.   More so it causes a lack of trust in the data.    Is there any way to track this type of activity in Gong?

Thanks,

Joe 

2 replies

Ann Guy
Userlevel 3
Badge +1

Hi @Joe Barrow  - I am glad to hear the Deals Board is making your reviews much better. Gong integrates with telephony with a direct connection, through an an api, or an alternative integration that works with Salesforce activities created by the telephony system after calls are completed. 

I am going under the assumption that your telephony is connected with one of the aforementioned. Since you are seeing the activity logged in Salesforce, it would be associated with an account, opportunity and/or contact.  Therefore, you will see the call activity on the Deals Board. Below are some reasons why you would not see the telephony activity in Gong:

  • The call is not recorded. For example, an outbound call to certain states require mutual-consent.  Many organizations will not record calls that are made to area codes in those states. 
  • The call does not meet the duration minimum that your organization has set.  
  • Calls are not being made using your telephony system .  If the call is manually logged by a rep, the activity becomes subjective rather than reality based. 

I hope this helps.  

Ann
J
Userlevel 2
Badge +1

Good Morning and thanks for your reply.   When I use the term activity, I am referring to activity in Salesforce.   You are correct, we are connected via Zoom and SFDC.   Please see the attached screenshot which should explain my reference to “activity.”   You will see in the attached that the seller on my team is logging calls in SF but that data is not coming over or being recognized by Gong.   How can I accomplish that as I do not thing there is a field to pull or connect specific to “activity.”

 

 

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