Get to Know Conversation Intelligence Capabilities

Learning Objectives

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

Describe how to save time by automating routine tasks.
Identify important pipeline conversations and coaching opportunities.
Describe how to uncover trends and patterns to drive deals forward.

Sell Smarter with Conversation Intelligence

Salesforce Conversation Intelligence is revolutionizing sales by harnessing the power of AI. With its myriad capabilities, Conversation Intelligence elevates sales processes and optimizes outcomes, which makes it an indispensable tool for sales teams.

Unblock Deals with Customer Signals

Sometimes, deals hit roadblocks, and it’s not always clear why. Conversation Intelligence can help you unblock those deals by analyzing customer call transcripts. Discover what your customers are really saying and use that knowledge to move deals forward.

Automatic and Custom Call Insights

Conversation Intelligence doesn’t involve generic insights. It allows you to customize your call insights to match your specific needs. Whether it’s tracking specific keywords or identifying critical conversation patterns, you have the power to tailor your insights for maximum impact.

Insights on next steps and pricing are detected automatically on calls. However, you can work with Salesforce admins to set up new keywords you want to detect. To view call insights:

Open Voice Calls or Video Calls.
In the Recently Viewed section, select the call you want to review.
Complete either of the following steps:

In the timeline under the Call Audio Player, select the insight you want to view. The relevant location in the transcript displays.
In the Mentions section, select the keyword you want. The relevant location in the transcript displays.

Reporting and Dashboard Support

Conversation Intelligence provides out-of-the-box reporting and dashboard support for call data, insights, and keywords. Gain a comprehensive view of trends across reps, opportunities, or opportunity amounts.

Conversation Intelligence Dashboard

When you open Conversation Intelligence, the top mentions of competitors, products, and custom insights display in a dashboard. You can also filter the data using the following options:

Internal Rep
Call Date
Related Record
Lead Status
Opportunity Stage
Opportunity Amount

Please note that Conversation Intelligence dashboards are refreshed roughly every 8 hours by default. When Conversation Intelligence is first enabled, it may take some time to create dashboards.

The Conversation Intelligence dashboard, which shows top mentions for competitors, products, and custom keywords.

Reports

To view a Conversation Intelligence report, select CI Reports. Select the report you want to open from the following list.

Video Calls with Contact Participants
Voice and Video Calls with Comments
Voice and Video Calls Without Comments
Opportunities with Voice Call Insights
Opportunities with Video Calls Insights
Opportunities with Competitor Keywords
Deal Risks due to Objections
CC_Opportunities with Video Calls
Avg Talk-to-Listen Ratio for Sales Rep

You can also select New Report to create a new report.

All the options available for Conversation Intelligence Reports.

Transcript Snippets

Effortlessly integrate call insights and transcript snippets into your workflow. Keep track of important details on your activity timeline and during pipeline inspections. It’s all about making the right information available at the right time. To view transcript snippets:

Open Voice Calls.
In the Recently Viewed section, select the call you want to review.
Select Transcript.
Scroll to find the transcript snippet you want.

Transcript tab with a snippet highlighted.

Automate Administrative Tasks for RepsGive your sales reps more time to focus on selling and less on administrative tasks with the Conversation Intelligence automation features.

Automatic Transcripts

Say goodbye to manual transcription. Conversation Intelligence automatically generates transcripts, which saves valuable time. To review a transcript:

Open Voice Calls or Video Calls.
In the Recently Viewed section, select the call you want to review.
Select Transcript.

One-Click Call Summaries

No more sifting through lengthy recordings. Get concise call summaries with one click. To view a call summary:

Open Voice Calls or Video Calls.
In the Recently Viewed section, select the call you want to review.
Select Summary. An overview of the customer impression, call summary, and next steps displays.

Summary with Call Summary listed.

Automatically Identify Next Steps

Conversation Intelligence can pinpoint the next steps in your sales process, which helps you keep track of what to do after each call. To view automatically identified next steps:

Open Voice Calls.
In the Recently Viewed section, select the call you want to review.
Select Summary. Scroll to the end to view Next Steps.

Summary with Next Steps listed.

Action Items Detail

Keep track of objections that need attention, follow-ups, and helpful links to take immediate action. To get started:

Open Voice Calls.
In the Recently Viewed section, select the call you want to review.
Select Action Items. A list of action items detected in the call displays.

Follow-Up Notifications

Conversation Intelligence users receive notifications in Salesforce when processed calls contain action items that require a follow-up. To open these notifications, select the bell icon next to your profile. Bell icon highlighted.

Scale Onboarding and Coaching

If you’re a sales manager, Conversation Intelligence can help you tailor and personalize coaching. It enables you to review moments of success and areas for improvement so you can have productive coaching conversations and empower your team to be the best professionals possible.

Coaching Comments

Provide feedback and coaching directly within the platform. You can also share call segments via Slack. To leave coaching comments:

Open Voice Calls.
In the Recently Viewed section, select the call you want to comment on.
In the Actions section, select the comment icon. A comment window displays.
In the From and To fields, enter the time during the call recording where you want to leave your comment.
In the Write a comment field, enter your comment, and then select Comment.

Call Collections

Learn from your top reps by sharing best-in-calls via playlists. Organize and categorize calls for easy reference and coaching sessions. To add a call to a call collection:

Open Voice Calls.
In the Recently Viewed section, select the call you want to add.
Select Add to Collection.
In the Add to Collection window, enter the collection you want, a name for the video, and a description.
Select Save.

Connect Your Calls to Conversation Intelligence

Once Salesforce admins have configured ConversationIntelligence, you can individually connect your Zoom account to start processing calls.

To get started:

Navigate to your Personal Settings, and then enter Video Accounts in the Quick Find.
Select Video Accounts.
On the Connected Video Accounts screen, select Accept to accept Zoom’s Terms of Service.
(Optional) Add email addresses you want to exclude from meeting recordings and meeting data. Meetings with attendees on the excluded list aren’t recorded.
To connect your account, select Connect.

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