Overview
The power of Moments™ is to ensure that notifications are provided to users in the right situational contexts within a conversation. This article will help guide you through the step by step process of managing a Moments™ notification and the configurations provided to make sure that they are triggered only when relevant and helpful for a rep.
Creating a Notification
Any user who has a Moments™ license can manage Moments™ notifications by going to the Moments™ notification tab in the Revenue application.
To create a new Moments™ Notification, click the Create button:
After you select the Create Button, you will be be presented with a series of steps to define and configure the Moment™ notification.
Step 1 - Who
The first step in creating a Notification is to select who the Notification is applicable for. There are three options that are available to use which are presented conditionally based on a user's permissions.
Associating a Notification to All Users
When creating a new notification, users who have been provided an administration license can select an "All Users" option which is the default when creating a new notification. When set, the Notification will trigger for all users based on the configuration set in the when step of a Moment.
Associating a Notification to Members of a Specific Team(s)
If a user is an Admin, or a Supervisor of at least one team, they are able to associate a new notification to a member of a team or teams by using the "Team(s)" option.
Admins will be able to search for all teams that exist within their account where Supervisors will be able to search for the teams that they directly manage.
Users can enter text into the "Team(s)" input to find matching teams based on their permissions.
Users can select a single team or add as many teams that are relevant to the notification.
There are cases where users may want to suppress specific members of a team to receive a notification when team targeting is applied. To do so, select the "Exclude" input that is visible when attempting to link a notification to a team.
Once you select the Exclude Input, you can search for users using a name match.
When a name is selected, that individual user will not be targeted with the Notification even if the team that they are associated with is.
Associating a Notification to an Individual User(s)
The last configuration option is to associate a Notification with an individual user(s).
- Admins are able to search for an associate a Notification to any users in their account.
- Supervisors can search for an associate a Notification to any user that is within a team that they manage.
- A user who does not have an Admin license and is not a Supervisor can associate a Notification to themselves for personal coaching.
Select the "Individual Users(s)" option
Search for an individual user by name, users will be able to see options relevant to them based on their permissions.
Once a user(s) is selected, you will be able to view and remove individual users.
Once a user has selected who should be associated with a notification, they can select the "Next" button to proceed to the next step of creating a Notification.
Step 2 - When
The next step in configuring a Notification is to designate what type of conversations
By default, a notification will be associated with "All Conversations."
To configure the notification to a specific type of conversation, select the picklist to view a dropdown of available options
- Specific Opportunities - This option allows a user to leverage Opportunity, Account, and Contact data to define the Notification to be relevant to conversations that have a linked Opportunity as a related record and the associated participants based on lead or contact data.
- Specific Campaigns - This option allows a user to leverage Campaign, Lead, or Contact data to define the Notification to be relevant to conversations that have a linked Campaign as a related record and the associated participants based on lead or contact data.
- Specific Cases - This option allows a user to leverage Campaign, Lead, or Contact data to define the Notification to be relevant to conversations that have a linked Campaign as a related record and the associated participants based on lead or contact data.
- Specific Individuals - This option allows a user to leverage Lead, Contact, or Account data to define the Notification to be relevant to the associated participants based on lead or contact data.
- Specific Events - This option is specific to video meetings and allows a user to leverage Event, Lead, Contact, or Account data to define the Notification to be relevant to the associated participants within the video meeting.
Upon selection of one of the available options, the user will be presented with a list of fields to be evaluated to make sure that the notification is relevant to the conversation.
Upon selecting the Salesforce Field dropdown, the user will be presented with a single dropdown list of all available fields based on the objects associated with their selection. Users can scroll through the list of enter in text to filter the results.
When text is applied, matching fields based on name are presented within the list
Once a user selects a field they must enter in an operator value. Based on the type of field that is selected the operator options will change to be relevant to the field type.
Once an operator is selected, the user is presented with the option to add a value. Based on the field type selected users will be able to select relative dates, picklist options, true or false values, or enter in text.
Users can add multiple criteria to a notification by selecting the "+ Add Additional Criteria" text link found beneath the field inputs.
If there are more than two fields that are added to a Notification, a user can select from an "All of the conditions are met (AND)" or "Any of the conditions are met (OR)" options.
If there are three or more fields, a user can select a "Custom" option. When the custom option is selected, the user can designate custom criteria logic to evaluate the combination of criteria.
Once a user has selected when a notification should fire, they can select the "Next" button to proceed to the next step of creating a Notification.
Step 3 - What
The what step defines the type of Notification that the user is trying to generate. They fall within one of four categories of notifications:
Checklists
Checklists are notifications that can include up to 15 individual checklist items. These notifications can be triggered based on what is said in a conversation or a specific point in time.
Guidance
Guidance notifications are used to provide help to a rep based on the context of a conversation. They can be triggered based on what is mentioned by a rep, a participant, or any individual in the conversation.
Behavior Alerts
Behavior notifications are triggered based on the detection of Talk Rate (reps speaking too fast), Monologues (reps speaking for long uninterrupted stretches), and interruptions (reps completely replacing a participant who was previously speaking).
Compliance Reminders
These notifications are based on what is not said by a specific point in a conversation by a rep, a participant, or by any member of a conversation.
Once a user has selected what type of Notification they want to create and has added relevant details to the triggering criteria based on the type of notification selected, they can select the "Next" button to proceed to the next step of creating a Notification.
Step 4 - Moment
Within this step, users can create two distinct types of content to present to users based on the type of notification that they selected in the previous step.
Creating Checklists
When a user selects the Checklist notification type they can build checklist content quickly within the builder. Checklists contain the following pieces of information
- Checklist Name - A unique name to identify the checklist that is presented to the user when the checklist is triggered.
- Subheadline - (Optional) - Context to present to an individual to help them know how they should use the checklist.
-
Checklist Item - Up to 15 individual checklist items that can be manually ordered.
- Checklist Text - The text presented to the user associated with the checklist item
- Completion Phrase (Optional) - A series of phrases that when mentioned will automatically mark the checklist item as complete
Creating Notifications
When a user selects the Guidance, Behavior, or Compliance Notification types they are presented with a notification builder. The notification builder contains the following elements.
- Notification Name - A unique name to identify the notification that is presented to the user when the moment is triggered.
- Body - A rich text block up to 180 characters of text including bold, underline, italic, and list styling.
- Link (Optional) - A reference to an external link that is presented to the user within the notification card.
- Completion Phrase (Optional) - A series of phrases that when mentioned will automatically mark the checklist item as complete
Once a user has added content to personalize the Notification, they can select the "Next" button to proceed to the next step of creating a Notification.
Step 5 - Summary
The final step in the builder is a summary that presents to the user all of the compiled configuration settings in a notification along with the ability to quickly preview the content card of the notification.
Editing, Deleting, and Cloning Notifications
To manage created notifications, you can select the manage icon in line with any notification. Here you can select from options to edit, clone, and delete notifications.
- On selection of the "Edit" option, the notification builder will be opened to the summary page to edit and review the configuration of the notification.
- On selection of the "Clone" option, a new notification will panel will open with pre-populated values based on the selected notification.
- On selection of the "Delete" option, a user will be presented with a delete confirmation modal to confirm the deletion of the notification.