Smart CRM Suggestions

 

Smart CRM suggestions will provide you with suggestions for specific CRM fields. This feature enhances efficiency, reduces manual effort, and improves overall sales force hygiene. It addresses a crucial challenge for sales teams: maintaining accurate and current Salesforce records, a task that has traditionally been time-consuming and prone to errors. 

 

Feature Use Cases 

 

• Automated Field Extraction: From call transcripts, specific fields like Metrics, Economic Buyer, Decision Criteria, etc., are automatically identified and prepared for CRM entry.
• Direct CRM Update Interface: Users can directly update Salesforce with extracted information, with options for manual editing and validation.
• Flexibility of Configuration: Admin can define field groups to be extracted from calls of certain teams as well as calls at certain deal stages. 
• Large Number of Supported Fields: Users can select from 21 pre defined fields to extract from calls
• Custom Fields: Ability to setup any type of fields by defining it in natural language.

 

Role Use Cases

 

• Manager: You can oversee the quality and timeliness of CRM updates, ensuring data-driven decision-making.

• Sales Rep: Reduces administrative overhead by automatically updating the CRM, enabling you to focus on sales activities.

• Revenue Leaders: Enhances CRM data for you to prioritize strategic planning and forecasting.

 

Admin Setup For Smart CRM Suggestions

To use Smart CRM Suggestions in your org, Clari Admin must:

 

1. Go to AI Features Settings
2. Enable Advanced AI Features

 

 

How To Configure Smart CRM Suggestions

 

1. Navigate to Workspace Settings > CRM Settings > Smart CRM Suggestions

 

 

 

2. Click Add Field Group.

3. Add the Name and Description of the Field Group, Teams to which these suggestions should apply, and Call Stages from which this information needs to be extracted. 

4. Select the fields you want to extract and the corresponding SFDC fields.    

5. Save the field group and you are done! 

 

 

Admin Flow for Setting up new fields

1. Go to Workspace Settings > CRM Settings > Smart CRM Fields. Then, click "Add Field" at the top right. 

 

2. Add the name, description, and examples for fields you want to extract. Note: Ensure the description is at least 2 to 3 sentences to provide sufficient context to the AI engine. Also, add at least 3 examples from actual conversations to keep the accuracy high. The more examples you add, the better! (See the Smart Fields Guide section below for help writing good descriptions and examples). 

 

 

3. Click "Preview results" at the bottom to see results fetched from calls on the right side. You can adjust your description and examples to improve the AI results (see the Smart Fields Guide section below for more help). 

 

4. Save the field at the top right.

 

5. You can now access these fields when mapping fields within Smart CRM Suggestion Field Groups

 

How To Access Suggestions

 

1. In Copilot, navigate to the "Call Review" screen.

2. Click on the CRM Information Section

3. Click on Update Deal Button, then click on the “Push to CRM“ button

4. Review the suggestions extracted for each field group. 

5. Edit if necessary, then approve the update to send the data directly to Salesforce.

 

 

Update Deals from Slack

You can also accept Smart CRM Suggestions via Slack. After you complete a call, you'll get a Slack notification with your call's Smart Summary, where you can click Update Deal at the bottom left. This opens a pop-up where you can select the field group you want to update, review the available suggestions, edit and accept them.

Predefined Fields

• Metrics, Economic Buyer, Decision Making Criteria, Decision Making Process, Identify Pain, Champion, Procurement / Paper Process
• Budget, Authority, Need, Timeline
• Competitors Being Evaluated Against, Currently Used Product, Upcoming Renewal Dates
• Pricing, Pain Points, Concerns and Objection, Compelling Event, Next Steps

 

Smart Fields Guide

This section will help you write clear descriptions and provide good examples for Smart Fields. 

 

Define the Purpose of the Field

• Clearly define what data you want to extract.
• Think about how the extracted field will be used in Salesforce or other CRM tools. This will guide the description and examples.

Choose Descriptive Field Names

• Field names should be clear and descriptive to avoid confusion.
• Example: Use "Next Steps" instead of something vague like "Future Plans."

Provide Detailed Descriptions

• Add a clear description of what the field should capture. This helps RevAI better understand what to extract.
• Use clear, direct language.
• Example: For a “Next Steps” field, describe it as "Actions agreed upon by both parties to move the deal forward."

Incorporate Context

• Provide brief context for RevAI
• Example: "In the conversation, identify who has the final authority to approve the purchase and the timeline for making the decision."engine to ensure it understands the flow of the conversation and relevance of the field.

Provide Context-Rich Examples

• Give concrete examples of the information you expect to extract from sales calls. Include real-world examples from previous conversations for accuracy.
• Example: For a “Decision Maker” field, add examples like, "The final decision will be made by John, our VP of Finance."

Leverage Keywords

• Identify specific keywords or phrases that signal the presence of the field’s information. This helps narrow down the extraction process.
• Example: For “Budget,” relevant keywords could include “budget,” “spend,” “financial allocation,” etc.

Iterate and Test

• Test the field with various descriptions and examples. Review the results and adjust descriptions or examples as necessary to improve accuracy.

 

Field Descriptions

 

Field	Description
Metrics	Quantifiable measures to track the success and benefits the product will deliver to the customer.
Economic Buyer	The individual with budgetary authority to approve purchases in the customer organization.
Decision Process	The structured sequence of steps the customer organization follows for purchasing decisions.
Decision Criteria	Specific factors and prerequisites the customer uses to evaluate and finalize purchasing decisions.
Paper Process	Administrative and procedural elements related to the sales deal (contracts, legal requirements, documentation).
Pain Points (Identify Pain)	Specific challenges the customer faces that the product aims to address.
Champion	A customer representative who supports and promotes your product.
Budget	Financial resources allocated for the purchase.
Authority	The decision-maker with the power to finalize the deal.
Need	The customer’s goals or problems the product/service addresses.
Timeline	Timeframe for the customer to finalize their purchasing decision.
Competitor	Other companies offering similar solutions.
Tech Stack	Technologies and tools used by the customer’s organization.
Renewal Date	Important renewal deadlines influencing purchasing decisions.
Pricing	Cost discussions related to the product or service.
Objections	Customer concerns or doubts about the product or service.
Compelling Events	Significant events or deadlines creating urgency for the purchase.
Next Steps	Actions agreed upon by both parties to progress the sales process.