CRM
How does Salesforce map calls?
Email/Phone Number -> Contact/Lead -> Account -> Opportunity
What tab relies on the calendar/email integration to be set up correctly in order to populate?
The Activity tab
I'm the tech admin... can I change how many years calls are stored for in Settings?
No - but we can set a custom retention policy for you!
How many naming convention options are there for the Gong assistant/bot?
Four!
What are my options if I want a user to listen to calls but not pay for a license? Are there limitations?
You can assign them a collaborator license which is free. They can't record calls or otherwise capture conversations with this license type but they can listen to calls in Gong. You can also always send folks snippets of calls or share an entire call via a link.
What are two common reasons Deal Boards might not be populating if a customer is using Hubspot?
1. No close date
2. Opportunity Owner doesn’t match in Hubspot
I want to import emails but we don't use a CRM. Is that ok?
To import emails, you must also be connected to your CRM so that Gong only imports emails associated with prospects or customers.
What provisioning methods does Gong integrate with?
Okta, Rippling, Salesforce, Manual
What is the value of Gong's native Zoom integration?
3/5
Without ____ we cannot complete a Chorus migration (new method!)
We don't use a CRM. Should we bother with Gong?
Yes! There are many use cases for Gong. Let's talk about Gong for Coaching and Enablement.
I read in your help docs that Gong scans the metadata of an e-mail first before injesting it... what do that mean?
Metadata = subject, sender/recipient
Do we have a recommendation of Gong consent vs. Zoom consent page?
Gong Consent Page is our recommendation, but ultimately it is up to the customer.
Can we pull in historic dialer calls?
Yes - up to 90 days of historic dialer calls. But, the calls had to already be recorded in your dialer!
Can I take notes on a Zoom call that are then shared or posted to Gong?
Yes. Install the Gong from Zoom app, and take notes through the chat box - these will be added to the Comments section under the Gong call
What are some potential roadblocks to Gong mapping conversations to HubSpot objects?
Gong can't link a call to an opportunity when:
-The contact who joined the call is not linked to an Opportunity or,
-The contact who joined the call is linked to an Opportunity that has multiple contacts associated with it.
If one of my sales reps e-mails his wife, is that e-mail going to be brought into Gong? Why or why not?
Gong cross-references the email recipients with the CRM and only imports emails when the recipients or senders are in an organization that appears in the CRM. If an email somehow makes it through, you can always delete it!
In our primary Workspace - Sales - we have recording video disabled. In our second workspace - Customer Success - we would like this to be enabled. Can we do that? Why or why not?
Right now we can’t change this at the workspace level. It's a technical setting, and only business settings like trackers can be changed at the workspace level.
What is the difference between mono and stereo recording and how will Gong label speakers in either scenario?
A mono recording comes in as a single audio channel. Over time, our VoicePrint algorithm will start to recognize voices based on phone number and be able to differentiate between Caller 1, Caller 2, etc. With Stereo recording, there will be one channel for internal callers and one for external callers - you will configure this when you set up the integration.
Chorus is soooo cheap... why should I buy Gong?!
Indisputable market leader. Ease of Use. Higher Adoption. Better Support. Smartphone App. AI. Integrations/Ecosystem. API. Security & Privacy - invested the most in this.
My clients have multiple domains. We usually interact with their globexcorp.com emails but sometimes people will also join a meeting with the retailbusinessservices email and those emails aren't in the CRM. Is this a problem?
Gong only pulls emails that are sent to or from external domains that are also found in your CRM, so domain being in the CRM is essential!
Inbound emails coming from an address that is identified as a CRM contact, but that has more than ___ recipients is considered spam and won't be imported.
15 recipients
Can I opt-out of giving Gong permission to use our data for machine learning and other service-improvement purposes? Why or why not and what do you recommend?
Yes, you can opt out. We don’t recommend it because of negative impact on your own experience
The more data we give our model, the faster we can educate our machine learning system to in turn offer a better experience for you
New industry terminology. New accents. Etc. It will work but not be as accurate.
All anonymized data. Nothing identifiable. Not shared across companies.
No Voice Print = Won’t know who talked, no talk ratio, no coaching, hurts ability to identify customer questions
As the tech admin, you can decide whether to record only calls that are ____ by ____ team members, or ___ calls ____ participate in.
As the tech admin, you can decide whether to record calls only calls that are hosted by recorded team members, or all calls recorded team members participate in
Tell me about Gong's open data approach - what's the value and how does Gong enable this?
Gong provides unfiltered and actionable insights by harnessing the previously untapped information contained in all your interactions with your customers and prospects. We believe that our customers should be able to leverage these insights to drive better decision-making, which is why we take an open data approach to our platform by making Gong data easily accessible outside of Gong. This lets you enhance your existing reports and dashboards in the systems you already use - like your CRM or BI tool. You can also use Gong data to create workflows to automate your processes.
How is it enabled? Gong for SF Managed Package, Zapier, API