Managing sales playbooks for Zoom Revenue Accelerator

Zoom Revenue Accelerator features sales playbooks to detect and highlight critical elements of conversations and extract them using fields customized for a CRM based on pre-determined instructions. These versatile playbooks can be customized to suit business requirements. When creating a playbook, administrators can choose to start from a blank template or from a pre-made template such as MEDDPIC, BANT, or SPICED. Active playbooks will be applied to conversations for review. This article covers the process of creating a playbook, in addition to activating and editing existing playbooks.

Requirements for managing sales playbooks for Revenue Accelerator

• 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

How to create a playbook

You can create and activate playbooks for Zoom Revenue Accelerator from the Account Settings page in the web portal, provided you are signed into an account with privileges to make changes to account settings. Multiple playbooks can be created within a single account, but only one playbook can be active at a time. The steps below will walk you through the process for creating a playbook.

1. Sign in to the Zoom web portal using an account with the privilege to change account settings.
2. In the navigation pane, click Account Settings, then click the Revenue Accelerator tab.
3. In the contents list on the left, click Analytics.
4. Under Playbooks, click Manage playbooks.
   You will be taken to the Manage playbooks page.
5. Click Create playbook.
   A pop-up will appear.
6. Click the starter template you wish to use. You may choose to start from a blank playbook or begin with a pre-made playbook that can be adjusted to suit your needs, selecting from MEDDPIC, BANT, or SPICED.
7. Click Create.
   You will be taken to the playbook editing page.
8. In the Playbook setting tab, provide the following information:
   • Playbook name: the name of the playbook.
   • Description: an overview of the playbook.
   • Conversation duration: the minimum length of a conversation (in minutes) before the playbook can be applied.
   • Conversation type: the type(s) of conversations to which the playbook will be applied, choosing from external conversations, internal conversations, or both.
   • Auto-fill AI notes to CRM fields: enable this feature to prevent users from manually editing fields, allowing only AI to generate notes for conversations to which the playbook is applied.
9. In the Elements box, click on an element you wish to edit. If you started from a blank playbook, click the  to add a new element to the playbook, then click on the newly created element.
   The settings for the selected element will appear.
10. In the Element info tab, provide the following information:
    • Element name: the name of the element.
    • Description: an overview of the element.
    • Instructions: guidelines for the AI to follow pertaining to this element.
      Note: It is recommended that you click Test instructions to refine and verify your provided instructions.
      Note: Clicking the  Optimize button will optimize your text, potentially granting better results when you test the provided instructions.
    • CRM field (Optional): If you have configured a CRM with Zoom Revenue Accelerator, you may provide additional details here that can be pushed to the relevant CRM.
      Note: The Note field (long text) field is currently only available for the Salesforce CRM integration. Currently, custom fields can only be mapped to opportunities.
11. Repeat steps 9-10 until all desired elements for the playbook have been created and configured.
12. Click how you wish to save the playbook:
    • Activate: will replace the currently-active playbook (if any) with this one.
    • Save as inactive: will save this playbook, the currently-active playbook (if any) will remain active.

How to activate an existing playbook

Only one playbook can be active at a time. Users with administrative access can change the active playbook from the Account Settings page by following the steps below.

1. Sign in to the Zoom web portal using an account with the privileges to change account settings.
2. In the navigation pane, click Account Settings, then click the Revenue Accelerator tab.
3. In the contents list on the left, click Analytics.
4. Under Playbooks, click Manage playbooks.
   You will be taken to the Manage playbooks page.
5. To the right of the playbook you wish to activate, click the ellipsis .
6. In the menu that appears, click Active.
   The playbook’s state will change to Active.
   Note: if another playbook was active previously, that playbook’s state will be changed to Inactive.

How to edit an existing playbook

Existing playbooks can be edited, allowing adjustments to be made as needed. Users with administrative access can make changes to existing playbooks from the Account Settings page by following the steps below.

1. Sign in to the Zoom web portal using an account with the privileges to change account settings.
2. In the navigation pane, click Account Settings, then click the Revenue Accelerator tab.
3. In the contents list on the left, click Analytics.
4. Under Playbooks, click Manage playbooks.
   You will be taken to the Manage playbooks page.
5. To the right of the playbook you wish to edit, click the ellipsis .
6. In the menu that appears, click Edit.
   You will be taken to the Edit Playbook page.
7. Edit the playbook as needed.
8. Click Save.