Custom KPIs (Salesforce Only)

Playbooks enables organizations to track standard key performance indicators (KPIs) such as Dials, Emails, Play Successes, etc and display them on TV Leaderboards. With this update, managers can now create custom KPIs, enabling organizations to track KPIs that are not native to Playbooks. Common custom KPIs are appointments set, opportunities closed, and more. 

Even though these custom KPIs are not completed directly from within Playbooks, Playbooks can keep track of these critical events and display rep performance on TVs around the office.

This feature is currently only available for customers using the Salesforce CRM.

To create a custom KPI in Playbooks:

  1. Log into the Playbooks Manager App and click the Settings tab
  2. Click the "Performance Indicators" menu option
  3. Click the green circle to create a new KPI
  4. Enter a name, and choose how many points to award a rep when this KPI is achieved

Configuring Custom KPIs in Salesforce CRM:
Because these events are not tracked directly in Playbooks, Salesforce must inform Playbooks each time this KPI is achieved. To do this, an administrator must setup a workflow rule or apex trigger that tells Playbooks when the KPI is achieved. The "CRM Connection URL" is the unique URL Salesforce will send the data to when a KPI is achieved. A detailed guide on how to set this up in Salesforce can be found here.

Displaying a custom KPI on a Leaderboard:
Once a custom KPI has been created, it can be configured to appear on any TV leaderboard. 

  1. Login to the Playbooks Manager App
  2. Click the Leaderboard tab
  3. Create or edit a leaderboard
  4. Chose the custom KPI from the KPI drop-down then save.


Rotating Leaderboards

Displaying leaderboards on TVs is a great way to motivate reps to achieve their full potential. Leaderboards can now be configured to rotate between critical KPIs, instead of only displaying a single KPI. Using this new rotating functionality, a single TV can be used to show multiple key performance indicators.

For example, a leaderboard can be created that first shows dial leaders for team A, and then show dial leaders for team B.

Each Leaderboard now consists of multiple pages. Each page on a leaderboard displays a single KPI and team for a month timeframe. Pages on a leaderboard displays for 30 seconds before transitioning to the next page.

To Create New Pages:

  1. Create or Edit a leaderboard
  2. Click the green circle to create a page
  3. Set the page name, select the KPI (Custom KPIs are available here), select a team and save

Each Leaderboard can have up to six pages that it will automatically rotate between.


Placeholder Merge Fields

Reps and managers can now create Placeholder Merge Fields while creating email templates that help reps remember key areas to customize an email template.

For example, there may be a part in an email template where a rep needs to enter a product name that they want to pitch each unique prospect, or there could be a prompt for a personalized intro in each email. 

To Create Placeholder Merge Fields:

  1. Edit or Create an email template from either the extension or the Playbooks Manager App
  2. Click Merge Fields and click Insert Placeholder
  3. Click on the new merge field to give it an instructional name and set if it should be a text field or a select field.

Using Placeholder Merge Fields:
When a rep is on an email step with placeholder merge fields, they will be unable to send the email until the merge fields have been filled in with information. Reps can easily fill in the information by clicking on each merge field and either selecting a value or entering a value.


CRM Email Sync

Sales reps typically have a variety of email conversations with different prospects every day. These email conversations often contain a valuable written trail of how the deal is progressing, customer sentiment, and the rep's performance. 

In order to capture this written trail we've added inbound and outbound email sync capabilities in Playbooks. With this feature all emails sent by a rep and their prospects are automatically logged to the CRM. 

This feature is currently only available for customers using the Gmail or Office365.

To turn on CRM Email Sync: 

  1. Log into the Playbooks Manager App and click the Settings tab
  2. Click the "Email" menu option
  3. Toggle on or off inbound and outbound email sync. 

Email sync can then be turned off as needed on a per user basis by the admin or the end user. 

Prevent Sensitive Emails from Logging: 

Reps and Managers can set filters for which emails should log both at the per-rep and org level by entering text into the CRM Sync Blacklist. This can be accessed in Settings in the Playbooks manager app and the Playbooks extension. 

Manage Emails That Aren't in Your CRM: 

Some emails reps send will not have corresponding records that exist in the CRM. In this case reps can go to the Unsynced to CRM page and quickly create new leads or contacts or blacklist email addresses for emails that were mistakenly logged. 


LocalPresence Callback Number

When a prospect calls a rep back on a LocalPresence number, the returned call is routed to the rep. Sometimes, a prospect may call a LocalPresence number but the prospects number is not found in Playbooks (for example, a rep calls them on their landline but the prospect calls back using their cell phone). Any time an inbound caller's number is not found in Playbooks, the inbound call is sent to the LocalPresence Callback number.

We recommend setting this number as a voicemail box, enabling managers to listen to calls that could not route to reps.

To Configure LocalPresence Callback Number

  1. Log into the Playbooks Manager App and click the Settings tab
  2. On the Settings tab, click General
  3. Click edit, select a country and enter a number.


Improved Custom Sorts

Custom sorts enables managers to prioritize which tasks reps do first. Managers can now sort each rule by dates and number fields from the CRM. Using this functionality, managers can now sort the newest records or the highest revenue records to the top of the list of tasks.

To sort a rule by date or number:

  1. Create or edit a custom sort, then edit the rule in a custom sort.
  2. In the Sort By field, select a date or number field.
  3. Specify Ascending or Descending.
  4. Save the rule.


Improved User Management

The team management interface has been dramatically simplified to allow managers to more easily manage teams and users. Teams are now displayed vertically in a single panel, with key information about each team being displayed within each row.

New functionality includes:

  • Deleting Teams
  • Searching for Teams
  • Improved Team Creation Wizard

Adding sales reps to teams has been simplified. To add a member to a team, click on a team and press the green circle in the top right while viewing the team. Managers can now search for users to add to a team.


Custom Teams

Organizations can now create custom Playbooks teams which do not rely on roles, profiles, managers, or other CRM criteria. This may be useful in organizations where there is no standard in the CRM for defining who should be on a team, or to combine two roles of reps into a single team.

When a new Playbooks account is created, the administrator can choose custom as the team type. When an administrator goes to create a new team, they will have to search for each rep they want to put on the team.

NOTE: If you are currently using a different team type and want to switch to custom teams please contact InsideSales.com support or your account manager.


Other Product Updates

  • Added a link for intercom support in manager app.
  • Added more text editing options for email templates in the extension.
  • Fixed an issue where emails with many images and links failed to send.
  • Fixed an issue where Playbooks import buttons were not displaying consistently in Salesforce Lightning Console.
  • Fixed an issue where schedule calls were impacting the due date of other tasks incorrectly.
  • Fixed an issue where in some situations reps could create email templates when their permissions should have restricted this.
  • Fixed several issues with the first time user experience where reps could get stuck.
  • Fixed an issue where Playbooks would refresh the page when a new record is imported.
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