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Set Up Einstein Call Coaching

Learning Objectives

After completing this unit, you’ll be able to:

  • Connect Einstein Call Coaching to your recordings.
  • List which keyword insights are out of the box.
  • Configure keywords for competitors, products, and custom mentions.

In this module, we assume you are a Sales Cloud and High Velocity Sales administrator with the proper permissions to set up Einstein Call Coaching. If you’re not an administrator, that’s OK. Read along to learn how your administrator would take the steps in a production org.

Set Up Einstein Call Coaching

  1. Enter Call Coaching in the Quick Find box.
  2. Select Call Coaching Settings.

Note: you do not need to set up High Velocity Sales first.

Image of dropdown showing call coaching settings

Connect to Recordings

First, you need to connect to your call recordings. If you have Lightning Dialer or any other supported partner solution, you will see it on this page. 

In Call Coaching Settings, toggle on the chosen provider (for example, Lightning Dialer).

Image of screen showing dialer location with Tenfold option selected

Enable Einstein Call Coaching

Next, you can toggle on the Einstein Call Coaching feature. This enables all the user experiences, including the Call Coaching dashboard. 

Image of screen showing where to enable call coaching

Configure Call Insights

Out of the box, there are two types of insights: keyword insights and automatic insights. 

  1. Keyword insights require you to specify a list of keywords. Currently, this includes Product and Competitor keyword lists.
  2. Automatic insights do not require any further configuration. These include Next Steps and Pricing.

Image of screen showing keyword insights and automatic insights

Configure Keywords for Competitor/Product

Click Product Mentioned or Competitor Mentioned

You can specify up to 25 keywords for each category. This is useful, for example, if the business would like to know how its reps are selling a particular product. 

You can also specify which side of conversation to analyze (Said By). 

Einstein then looks for these keywords to identify key moments.

Image of screen showing competitor and product insights location

Image of screen showing product mention insight keywords input fields

Configure Custom Keywords

Outside of Product/Competitor, you can also create your own set of keywords in a custom category. 

In the Custom tab, click New Custom Insights. This group can also have up to 25 keywords. 

When selecting your custom keywords, we recommend avoiding short phrases that are too common, like "please" or "yes", as well as long sentences. For instance, "I'd like a discount on your product please" is too specific and will likely yield only a handful of mentions if any at all. Phrases of one to three distinctive keywords is the best practice for custom insights. 

Keep in mind there are different ways customers can express the same topic. For example, if you want to track moments where the customer asks for a discount, you could use the keyword "discount" and the key-phrase "percent off". Both can point you towards valuable insights on the same topic.

Image of screen showing custom insights locations

Image of screen showing custom insight keywords input fields

Now that you know all about Einstein Call Coaching and how to set up and configure, you can use it to start coaching your sales teams.

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