The account admin must integrate their Customer Relationship Management (CRM) account with Zoom so that Zoom can sync deal progress with Zoom Revenue Accelerator and provide additional analytics.

Customers can match conversations to a lead if conversations do not have an open opportunity and account to match. With the current mapping logic, users have the flexibility to check the CRM for opportunity matches based on a timeline, allowing them to review potential matches even after the meeting has concluded, rather than restricting it to immediately after the meeting.

This article contains:

• How to integrate with Salesforce
  • Differences between using the JWT connection only and the JWT and Salesforce for Lightning app combined
• How to use CRM fields management
  • Enable or disable CRM fields management actions
• How to integrate with Microsoft Dynamics 365
• How to integrate with Monday
• How to integrate with HubSpot
• Recommendations for more accurate matching between ZRA and your CRM
• How to disconnect CRM integration

Prerequisites for configuring Zoom Revenue Accelerator with a CRM

• Pro, Business, Enterprise, or Zoom Phone standalone account
• Licensed user with Zoom Revenue Accelerator license
• Account owner, admin privileges, or a custom role that has account settings view/edit permission enabled
• Account utilizing any of the supported CRM tools
• Approved associated domain
• Users must integrate their calendar with Zoom

How to integrate with Salesforce

Once a conversation occurs, Zoom Revenue Accelerator immediately matches and syncs with the CRM record to provide context to Conversations. The initial CRM connection immediately synchronizes CRM data (synchronization may take time for large datasets) and subsequently synchronizes data every 4 hours.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Revenue Accelerator tab.
4. Under More Settings, locate the CRM Integration setting and click Configure.
5. Click the Select a CRM dropdown menu and select Salesforce.
6. Provide the JWT from your Salesforce account.
7. Under the Share conversation analysis with Salesforce:
   • Select In a custom object created by the Zoom for Lightning application to allow Zoom Revenue Accelerator to sync the selected activities records with Salesforce as part of the custom Zoom Revenue Accelerator object. This option is only visible if you have installed and configured the Zoom for Salesforce Lightning app, version 2.9.0 or higher. See more details below about the differences between using the Salesforce for Lightning app or not with Zoom Revenue Accelerator.
   • Select In the description field of the Salesforce activity generated by the existing integration to allow Zoom Revenue Accelerator to sync the selected activities records with Salesforce as part of the description field of the Salesforce activity.
     The following options are available:
     • Conversation Summary
     • Participant List
     • Engagement Score
     • Competitors Mentioned
     • Indicators mentioned
     • Deal Memo
     • Sentiment Score
     • Next Steps
     • Features Mentioned
     • Link to Zoom Revenue Accelerator conversation
     • Link to Zoom Revenue Accelerator Deal Board
     • Demo
     • Competitors Mentioned
8. (Optional) Select the Do not sync team data from CRM checkbox to disable team synchronization from the CRM on a per-team basis, allowing you to decide where and how a Team should be managed.
9. Click Save.
   Once the configuration is successful, you should see a label that CRM is connected and your token expiration date.

Differences between using the JWT connection only and the JWT and Salesforce for Lightning app combined

If admins only configure Zoom Revenue Accelerator through the JWT connection:

• An activity record is created to store the ZRA information for each conversation.
• Admins can control which fields sync over to Salesforce.
• The default Salesforce Open APIs are used.
• The activity is created if an opportunity, account, or lead (in that order of preference) is matched within Salesforce.

If admins configure Zoom Revenue Accelerator through the JWT connection AND install Zoom for Salesforce Lightning, app version 2.9.0 or higher:

• A custom Zoom ZRA Analysis record is created to store the ZRA information for each conversation.
• All ZRA information syncs to Salesforce and cannot be restricted by admins.
• A new Lightning component, zraDetail, is available for pulling the Zoom ZRA Analysis record details to linked object page views.
• Custom APIs through the Zoom for Salesforce Lightning package are used.
• The custom ZRA object is created for each conversation, and if an opportunity, account, or lead (in that order of preference) is matched, it will be linked to that within Salesforce.
  • This custom object can also be used by admins to generate reports within Salesforce that reference this object.

How to use CRM fields management for Salesforce

Zoom Revenue Accelerator (ZRA) admins can configure the fields associated with standard Salesforce opportunity, account, lead, and contact objects in ZRA. The existing standard fields in Salesforce will be automatically selected by default, and admins can conveniently specify Customer Relationship Management (CRM) custom fields for use in various product areas, such as analytics, conversation, and deal filters. ZRA admins can also specify the Salesforce API Name and associated Display Name for custom fields, and easily track the total number of imported fields for each object after making their selections. Additionally, ZRA admins will receive reminders of the product impact when redefining, reconfiguring, or removing a custom field from ZRA, ensuring a streamlined and informed configuration process.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Revenue Accelerator tab.
4. Under More Settings, locate the CRM fields management setting.
5. Click Manage CRM fields.
   A pop-up window will appear.
6. In the window, edit the following information for the Opportunity, Account, Lead, and Contact tabs:
   1. Under Fields, click the Select the field to import dropdown menu, then select Salesforce fields to input.
      Once the field is selected, the Display name will be filled automatically, and the availabilities in tabs will be checked automatically.
   2. (Optional) To the right of Display name, click the pencil icon to edit it.
   3. Click + Add a field to add more Salesforce fields.
   4. On the right side of the window, under This CRM field will be shown here, select to display the fields in certain ZRA areas from the following options:
      • Conversations
      • Deals
      • Smart playlist criteria
   5. (Optional) To the right of a field, click the trash icon to remove it.
   6. To the right of Total fields will be imported at, select the date and time when the fields will be imported.
7. Click Save.

The fields you import will be used as filters and displayed in the product based on your configuration selections. Once imported, these fields will be refreshed every four hours. As any configuration changes will impact any saved views, you may want to notify your teams before making any changes to existing fields.

Enable or disable CRM fields management actions

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Revenue Accelerator tab.
4. Under More Settings, locate the CRM fields management setting.
5. Under CRM fields management, click the following toggles to enable or disable them:
   • Allow deal owners to update CRM fields on Revenue Accelerator
   • Set time alert for users to update the deal next step for open deals
     • Under Local time, set the recurring date and time for the alerts for users, then click Save.

How to integrate with Microsoft Dynamics 365

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Revenue Accelerator tab.
4. Under More Settings, locate the CRM Integration setting and click Configure.
5. Click the Select a CRM dropdown menu and select Microsoft Dynamics 365.
6. In a new tab or window, sign in to your Microsoft Dynamics 365 account.
7. From the application dropdown, select Settings then Customizations.
8. Click Developer Resources.
9. Under Instance Web API, find and copy the service URL in the Service Root URL field.
10. Back in the Zoom tab or window, paste the Service Root URL in the Your Service Root URL field.
11. Under Select your team structure, select the Business Units or the Access teams buttons. The selection of the team reflects on what data Zoom Revenue Accelerator pulls and displays from CRM.
12. Click Configure.
    You will be prompted to sign in to your Microsoft Dynamics 365 account (if you are not already) and authorize Zoom access to your account.
13. (Optional) Select the Do not sync team data from CRM box to disable team synchronization from the CRM on a per-team basis allowing you to decide where and how a Team should be managed.
14. (Optional) Select Allow Revenue Accelerator to create new activities in Microsoft Dynamics 365 from conversation analysis to allow Zoom Revenue Accelerator to write the appropriate activity to the CRM almost immediately (via a slow job) after the Conversation has been analyzed and matched with an opportunity, account, or lead.
15. Click Submit to continue.

How to integrate with Monday

Note: Before following these steps, please make sure you have successfully generated an API token.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Revenue Accelerator tab.
4. Under More Settings, locate the CRM Integration setting and click Configure.
5. Click the Select a CRM dropdown menu and select Monday.
6. In the Input API Token field, enter the API token you have generated.
7. Click Configure.
   You will be prompted to sign in to your Monday account (if you are not already) and authorize Zoom access to your account.
8. (Optional) Select the Do not sync team data from CRM box to disable team synchronization from the CRM on a per-team basis allowing you to decide where and how a Team should be managed.
9. Click Submit to continue.

How to integrate with HubSpot

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Revenue Accelerator tab.
4. Under More Settings, locate the CRM Integration setting and click Configure.
5. Click the Select a CRM dropdown menu and select HubSpot.
6. Click Configure.
   You will be prompted to sign in to your HubSpot account (if you are not already) and authorize Zoom access to your account.
7. (Optional) Select the Do not sync team data from CRM box to disable team synchronization from the CRM on a per-team basis allowing you to decide where and how a Team should be managed.
8. (Optional) Select Allow Revenue Accelerator to create new activities in HubSpot from conversation analysis to allow Zoom Revenue Accelerator to write the appropriate activity to the CRM almost immediately (via a slow job) after the Conversation has been analyzed and matched with an opportunity, account, or lead.
9. Click Submit to continue.

Recommendations for more accurate matching between ZRA and your CRM

The following suggestions are provided to ensure more accurate matching between Zoom Revenue Accelerator and the CRM you’ve integrated with:

• When using Zoom Meetings:
  • Reauthorize the calendar integration and create calendar invites for meetings
  • Regularly update CRM contact information and map them to accurate contact info used in the calendar invites
  • Choose to Generate Automatically for Zoom meeting IDs, instead of using recurring meetings or your Personal Meeting Room
• Log activities in your CRM and ensure they are linked to the correct CRM record
• Include deal team members as opportunity team or collaborators in the associated CRM record
• If using Salesforce and Zoom Phone, use the Zoom Phone widget as part of the Salesforce application to ensure higher quality linking for Zoom Phone calls processed by ZRA

How to disconnect CRM integration

Note: Disconnecting the integration cannot be undone once confirmed.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Revenue Accelerator tab.
4. Under More Settings, locate the CRM Integration setting and click Disconnect.
5. (Optional) In the dialog box, select Remove all CRM data from Revenue Accelerator to remove all CRM data(including deals, contacts, teams, accounts, leads, and custom fields) within Zoom Revenue Accelerator.
6. Click Disconnect to confirm.
   Note: Once confirmed, this action cannot be undone.