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.

Using playbooks at a group level

Accessing group-level settings for playbooks

1. Sign in to the Zoom web portal.
2. In the navigation pane, click User Management, then Groups.
3. Click the group you wish to manage.
4. Click the Revenue Accelerator tab.
5. Click Analytics, then Manage playbooks under the Playbooks section.
   You will be taken to the group’s Playbook’s management page.

Managing playbooks within a group

1. Access the Manage playbooks page for the group with playbooks you wish to manage.
2. You may perform the following actions:
   • Create playbook: create a new playbook, nested within this group.
   • Edit a playbook: click the ellipsis , then click Edit to edit an existing playbook. Changes will remain exclusive to this group.
   • Activate/Deactivate a playbook: click the ellipsis , then click Activate to activate a playbook within the group or Deactivate to deactivate a playbook within the group. This activation/deactivation is exclusive to this group.
   • Delete a playbook: click the ellipsis , then click Delete to delete an existing playbook. It will only be deleted from the list of playbooks in this group.

Understanding group-level playbooks

Nested playbook settings

Playbook settings that are configured or changed within a group are isolated to that group and do not affect the account settings. Users can modify, delete, and create playbooks within a group without impacting the playbooks created within the Revenue Accelerator tab at the account level. These changes will be lost if the Reset button is clicked within the group’s settings.

Inherited playbooks

By default, a group with access to playbooks will inherit the account-level playbook settings. If a playbook is configured and activated at the account level, that same configuration will apply to all groups until those configurations are individually changed at the group level. Clicking the Reset button in a group’s Playbooks settings section will reapply the current account-level settings for the group, which cannot be undone.

Applying group-exclusive playbooks

When a user has a conversation, the playbooks available for that user to apply to that conversation will be dependent on that user’s group(s). If the user has no unique playbooks configured, they will use the default playbooks configured within the account settings.