Salesforce Einstein Conversation Insights: Initial Video Call Setup & Configuration
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In this video, we’ll walk through how to take advantage of key Einstein Conversation Insights features that are included with Enterprise Edition or higher—for up to 10 users without requiring a paid Einstein Conversation Insights license. With these features, you can view video call recordings directly in Salesforce, highlight key conversation moments, and enable managers to leave coaching comments.
You will learn:
How to enable Einstein Conversation Insights
Permissions needed to use Einstein Conversation Insights
Setup for insights to track key moments in conversations
Where to view Video Calls on Salesforce records
Tips for using the Conversation Insights tab and reports
Requirements:
Salesforce Enterprise edition or above
Paid Google Meet account where meeting recording is supported. You can use a free Google account, but recording is not supported on these accounts and therefore you cannot take advantage of the Einstein Conversation Insights features.
Blu Ninjas Article: https://bluninjas.com/how-tos/salesfo...
Salesforce Resources:
Einstein Conversation Insights: https://help.salesforce.com/s/article...
Get 10 Einstein Conversation Insights Licenses with Enterprise Edition: https://help.salesforce.com/s/article...
VideoCall | Object Reference for the Salesforce Platform: https://developer.salesforce.com/docs...
Blu Tiger Academy Resources:
Salesforce Einstein Conversation Insights: Google Meet Integration: • Salesforce Einstein Conversation Insights:...
Salesforce Email & Calendar Sync: Einstein Activity Capture - Initial Setup for Gmail Users: • Salesforce Email & Calendar Sync: Einstein...
Salesforce Einstein Conversation Insights: Call Insights Deep Dive - Custom & Automatic Insights: • Salesforce Einstein Conversation Insights:...
Salesforce Email & Calendar Sync + Integration Playlist: • Salesforce Email & Calendar Sync + Integra...
CHAPTERS:
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0:00 Intro
0:32 Assign Permission Sets for Conversation Insights
0:58 Configure Einstein Conversation Insights Settings
2:13 Call Insights and Overview of Scenario
3:06 Create List View in Video Call Tab
3:36 Requirements for Video Call Processing
5:28 How to Manage Duplicate Participants
6:07 How to Use Record Collections
8:31 Overview of Video Call Features
9:49 Manager Coaching Features
12:38 How Sales Rep Views Coaching Comments
14:29 How to Upload a Failed Video Call
16:49 Update Video Call Page Layout
18:12 Add Video Call Related List to Opportunity
19:55 Wrap-up
Music:
Song: Disruptive Storms
By: Martin Klem on Epidemic Sound
Song: Partner of Doom
By: Walt Adams on Epidemic Sound
Song: Marble Falls
By: Chris Shards on Epidemic Sound
Song: A Woman Like You (Instrumental Version)
By: Peter Crosby on Epidemic Sound
Song: Smoke & Mirrors (Instrumental Version)
By: Martin Carlberg on Epidemic Sound
Song: Keep Walking
By: Grant Lamotte on Epidemic Sound
About the Moderator: Cheryl Fernandes is a certified Salesforce Architect with 12 years of experience working on the Salesforce platform with a focus in the insurance and financial services industries. Despite not having an IT background, Cheryl found herself becoming the accidental admin at her previous company, and it turned out to be a life-changing opportunity.
Fueled by her passion for Salesforce and the remarkable transformations it can bring, Cheryl took a leap of faith 8 years ago and started her own consultancy, Blu Ninjas. As a registered Salesforce partner, she has been providing exceptional services and solutions to clients, while continuously honing her expertise in the Salesforce ecosystem.
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