Product Q&A

Hi, Is there an Admin level courses and certifications I can access? -Art

Have you found yourself wondering if you could use Pulse to get an AI projection for your renewal opportunities as well? 🤔 Well the answer is YES! But there is a small catch- read the article below to learn more. To be able to leverage Pulse for getting a renewal projection, we’d need to ensure that the amount field on the renewal opportunity that is being used under the Amount chart setting of Pulse is a positive amount field (always >=0). Typically, for this use case, customers set up a field (e.g. Renewable ARR, or Net Renewal ARR) that denotes the amount you think you'll renew this opportunity at. For a full churn or closed-lost renewal deal, the value for this field would be 0. A couple of ways to set this field up:Formula currency field: Renewable ARR= Target Renewal ARR/Contract Value - Churn Forecast (manual input by AM or CSM) Forecast currency field: Where reps (CSMs or AMs) can enter the number based on what they think they'd renew the opportunity at💡Given that the amou

The Groove template editor does not offer native spell check, so users should use their browser’s built-in spell check or extensions.  To avoid formatting issues, apply styles exclusively using the formatting tools within the Groove Template editor.  This will help ensure no messy formatting or extra styling information is carried over from the first text editor, which could alter how the text appears when it’s sent in an email. If copy/pasting content from another source (e.g., Microsoft Word, Google Docs, Pages, etc.), paste without formatting by pressing Ctrl+Shift+V on PC or Cmnd+Shift+V on Mac.  Alternatively, paste with formatting, highlight the entire text, and then click the ‘Tx’ clear formatting button.  Then, reapply any styles using the the formatting tools within the Groove Template editor.    Always send a test email and use the built-in preview to confirm appearance, including proper display of signatures and unsubscribe footers.  There are a couple ways to send test emai

Templates are organized in Template Folders. For maximum clarity and discoverability, we recommend establishing consistent naming conventions (such as team, use case, or date) for both Folders and Templates. We especially recommend this for any Template Folders that are to be shared with multiple users.   When writing emails in Gmail, you can look among your recently-used Templates and favorited Templates to find the Template you want to use for their email.  You can also search for a Template by Template Folder name, Template name, or subject line.  In the ‘Templates’ tab, you’ll find the Templates you’ve most recently used in Gmail.  In the ‘Favorites’ tab, you’ll find any Templates or Template Folders that you’ve favorited (i.e., starred). The search bar at the top of the Template modal enables you to search your Template library for a specific Template by Template Folder name, Template name, or subject line.  The ‘See All Templates’ button will open a large pop-up window where you

Opportunity field notifications are available to all Clari Core users.  When you click on an Opportunity in Clari, you can then click on the ‘bell’ icon in the Inspect panel to select for which fields you’d like to be notified whenever a change in value occurs.  These notifications will help you track specific updates to Opportunities in real time.  For managers, this functionality can be especially helpful for ensuring you always know the state of your business.    If you do not see the notification bell icon in your instance, please submit a ticket in the Clari Support Portal to have it enabled. In Clari > Preferences > Noticiations, you can then select through which channels (e.g., web, email, mobile, Slack) you’d like to receive these notifications.    

Automatically Adding the Groove Scheduler Link to TemplatesTo automatically insert a the sending user’s Groove Scheduler Link into Templates, you can use the Groove Scheduler Link merge field. (Note that the Scheduler Link Merge field is based on a custom field in your team’s Salesforce instance.  Thus, the exact name of the field may differ from organization to organization.)  This merge field is a great way to personalize emails at scale, as it enables users to leverage the same Templates without having to do any manual work to insert their own Scheduler link in the Template.    Pro Tip: You can also hyperlink the Groove Scheduler Link merge field to text that is in your Template.  To do this, insert the Groove Scheduler Link merge field into you Template just as you would any other merge field, cut the merge field from the Template, highlight and cut the merge field, then highlight the text you want to hyperlink and use the ‘Insert/Edit Link’ button to paste the merge field into the

Yes, custom formula fields such as “today plus two days” can be created in Salesforce and used as merge fields in Groove Templates.  This guide from our Knowledge Base walks through how a Salesforce admin can create these fields in Salesforce, which will then allow them to be leveraged in your team’s Groove Templates.  

The recommended practice for removing a Contact from any and all Flows at your organization is to create a custom “Remove from Groove Flow” checkbox field on the Contact object in Salesforce and combine it with a Global Automated Action in Groove.   For the Global Automated Action, you would want to use the “On Salesforce Update” trigger, configuring it to look for when the “Remove from Groove Flow” field is updated to “is checked”.  You can, then, pair this trigger with the “Remove from Flow” action.  What this would do is remove the Contact from any Groove Flows they are active in when Groove detects that the “Remove from Groove Flow” field has been checked (i.e., marked “true”) on that Contact’s record in Salesforce.    If you also wanted to prevent these Contacts from being added to new Flows in Groove, you could also create a Global Block Import Rule to prevent the import of Contacts for which the “Remove from Groove Flow” field is checked on their records.  Once this field is unc

Archiving your team’s Groove Flows is a great way to clean up your team’s content without losing access to the Flow and the historical data associated with it.  Unlike deleting a Flow, archiving a Flow preserves the Flow in Groove so that you can continue to review it while also preventing users from continuing to use it in its archived state.  If you do need to use the Flow in the future, you can also always reactivate the Flow.   How to Archive A Groove FlowThere are two places from which you can archive a Groove Flow.  The first is from the main Flows page, where you can see the list of Flows that match your current filtering criteria.  To archive a Flow from here, click the three vertical dots in the upper-right corner of the Flow card, then select ‘Archive’ from the dropdown menu.   The second if from within a Flow after you have clicked into it.  To archive a Flow from here, click the three vertical dots in the upper-right corner of the page, then select ‘Archive Flow’ from the

USE CASE: Our customer success team uses Groove to expedite follow up on customer purchase orders.  They need to be able to cc specific customers as well as internal teammates on the emails. Currently, the cc bar only searches for contacts and leads. It would be helpful to be able to include the user object in the search for manual emails.  These internal teammates and related customers who need to be cc’d are always listed in a field in salesforce.  Alot of these emails could be auto emails if the customer success rep didn’t have to manually add these related prospects and internal teammates to the cc bar for each email.It would be a big time saver for our customer success team if you could make it so you could add merge fields to a cc bar in the groove flow step so the email could be automatic.     

Yes!  You can use an automated action with the “On Import” trigger to an action when a Contact or Lead is enrolled (i.e., added or imported) into a Groove Flow.   For this particular use case, you could pair the “On Import” trigger with the “Update a Salesforce Field” action, which tells Groove to update whatever Salesforce field you’ve selected to the value you’ve selected when a Contact is imported into a Flow.   This image shows an automated action to update the Lead [Status] field to “Open - Not Contacted” when a Lead is imported into a Flow.  If you also wanted this automated action to apply to Contacts, you would want to create a second automated action that updates the Contact [Status] field.   Depending on the use case for this automated action, there are a couple of different ways you can build out it out to give it the necessary scope. At the individual Flow level: If you only want this automated action to apply to a single Flow, you can add this automated action in the ‘Sett

There are a couple of reasons that can lead to discrepancies in activity counts and attributions between Groove Analytics and Salesforce.  Some of the main reasons include the following.   Groove matches email activities to users by looking at the email addresses listed in the Email, Email Alias 1, and Email Alias 2 fields on their Salesforce User record.  (The Email Alias 1 and Email Alias 2 fields are added to your instance as part of the Groove Managed Package.  However, they may not be surfaced on your team’s User Page Layout yet.). If a sender uses an alias not entered in Salesforce, or the mapping is misconfigured, activities may be attributed to the wrong user in Groove Analytics (e.g., a reporting manager). Resolve this by ensuring all sending aliases are listed in the Email Alias 1 and Email Alias 2 fields for users in Salesforce. Only emails that were logged will show up in Salesforce.  Conversely, Groove Analytics surfaces emails that were logged and/or tracked for email ope

Groove's background sync (i.e., auto-logging) checks your inbox and calendar for new emails and events every 10–15 minutes.  If a user has background sync enabled, all eligible activities are logged to Salesforce.  Internal-only activities and activities with blocklisted users can be excluded from Groove’s auto-logging depending on your team’s configuration. Groove will not log any emails that only include recipients/senders whose domains are listed in your  Domain Blocklist.  If Create Unresolved Items is disabled, Groove will only log emails to Salesforce if they have at least one recipient/sender that is a Contact or Lead in Salesforce. If Only Sync CRM-Related Events is enabled, Groove will only log events to Salesforce if they have at least one attendee that is a Contact or Lead in Salesforce.   Users who do not enable auto-logging can still manually log their emails and calendar events, as needed.  Manually-logged activities appear in Salesforce immediately upon action.  Enabling

The Additional Fields for Calendar Events setting enables you to surface Salesforce fields that will be displayed to end-users when they are logging events in Google Calendar or Outlook Calendar.  This setting supports the following Salesforce field types:Text  Text area  Checkbox Picklist (If you’re adding dependent picklists, make sure to add both the controlling and the dependent picklist fields.)This setting lives in Groove Profile Settings, which can be accessed and modified in two places.   Adjusting Profile Settings in the Groove Web AppThe first place Groove Profile Settings can be accessed is in Manage My Org > Profile Settings.  Only users that are both a Groove admin and a Salesforce admin will be able to see Profile Settings in Manage My Org.    After clicking into a Profile Settings group, the Additional Fields for Calendar Events setting will be towards the bottom.  This setting is collapsed by default, so click on the downward-facing arrow to the right of the setting

Groove and Clari Core (with Clari Capture) both provide activity logging capabilities, but they operate with distinct mechanisms. Admins can choose the solution best suited to their use case.  Clari Core’s Capture provides a great base for activity logging, while Groove’s Custom Object Logging allows for further customization for more bespoke use cases.   We would recommend using Groove’s Custom Object Logging if capturing data to custom business processes or reporting objects is a priority.  Groove’s Custom Object Logging allows you to define highly specific logging criteria using SOQL for both standard and custom objects.  For example, you can log activities only to Opportunities of a specific record type or to custom objects unique to your teams’ workflows. This level of flexibility goes beyond Clari Capture’s default mappings, letting each Salesforce Profile have tailored logging rules.  If your needs are currently being met by Clari Capture, you can maintain that configuration, bu

 Master Flow operate as a shared resource.  Contacts and Leads that are imported and auto-assigned through auto-import are assigned to their respective users within the same Master Flow, not separate copies of the Flow, based on the assignment field selected (e.g., Contact/Lead Owner or a User lookup field in the Salesforce Report). Each user that is shared on the Flow conducts their outreach to their assigned Flow participants from the shared Flow.    One of the benefits of using a Master Flow, as opposed to multiple separate copies of the same Flow, is that you can keep the messaging and/or structure of the Flow consistent across users.  Additionally, all the Flow metrics will be aggregated together in Groove Analytics and Groove Outcomes, making it easier to identify how the Flow is performing, what is leading to success, and where there are opportunities for refinement.   That being said, using a Master Flow does not mean you must sacrifice end-user personalization altogether.  If

Within Groove, you can analyze Meetings Booked and Opportunities Created by reviewing Groove Outcomes, found here. You can review these metrics at the Flow Step level. This enables you see whether specific steps (such as email, call, or LinkedIn actions) are driving more successes.  For deeper analytics or custom reporting, you can also leverage Groove Insights in Salesforce. This guide contains additional information on Groove Insights. 

Whether you’re covering for someone on PTO, shifting team responsibilities, or handing off a prospect to another member of the sales or account team, Groove makes it easy to reassign Flow outreach at scale or with precision.  Groove’s options for Flow participant reassignment range from manual options to automated solutions, giving your team the control and flexibility to manage transitions seamlessly. Flow Transfer ToolThe Flow Transfer Tool, found in Groove Settings > Flow, enables admins to change the ownership of all Flows and the active participants in those Flows from one user to another.   Once a “from” user has been selected, admins can either bulk-select which Flows will be transferred to the “to” user by using the preset options or hand-select which Flows will be transferred to the “to” user by using the search bar.   If the “from” user is the owner of the Flow, the “to” user will become the new owner of the Flow and will inherit any Flow participants that the “from” user

The Manage On Behalf Of feature empowers admins to impersonate users, allowing them to access Flows and Actions pages and even perform tasks such as sending emails as if they were that user.   This feature isn’t enabled by default and must be activated through a support ticket, which can be submitted through the Clari Support Portal.  Once the feature is activated on the backend, the Manage On Behalf Of setting will appear in Manage My Org > Manage On Behalf Of, where an admin can enable or disable it for the organization.    The Manage On Behalf Of feature only enables admins to impersonate users on certain pages.  Those pages include: The Actions Page  The Flows PageTo impersonate users on other pages, admins should instead use the Log In As User feature.  Unlike the Manage On Behalf Of feature, which only enables admins to access the impersonated user’s Flows and Actions, the Log In As User feature enables admins to access and review the impersonated user’s entire account (which

No, you do not need to subscribe to the Salesforce report in order for auto-import to work.When you connect a Salesforce report to a Flow for auto-import, Groove will automatically check that report every three hours and will auto-import any new Contacts and Leads that appear in the report if they meet your Flow’s criteria (i.e., are not blocked from being imported by a Block Import Rule or the Flow Safety Setting).  If your team has real-time auto-import enabled in your instance, then Groove will check the report for new Contacts and Leads more frequently.  Groove uses the Flow Owner’s permissions to check and run the Salesforce report.  As long as the Flow owner has access to the Salesforce report and has Salesforce permissions to run reports, the auto-import should run successfully.  Please be aware of the following scenarios that could impair auto-import for a Flow:Flow Owner Does Not Have Permissions to Run Reports in Salesforce: The Flow owner’s access level for reports in Salesf

I see in this article that you will receive an email notification for tasks assigned from within Spaces, but what about other actions? Say actions assigned via the Omnibar? Do those only show up within the web app? Even referencing this article on actions, I’m not seeing where you can get notified of an action

Is there a way to search or filter within a particular saved Opportunity View? The normal search bar in the top right returns global results and also has a different layout with columns and such. I’d really like to be able to search and stay within the context of the Opportunity View i’m currently in. Is that possible? Similarly, is there a way to filter or group by Starred opportunities within the current view? Same problem as the above, the Starred Opportunities built in view doesn’t have the layout of columns I want, and it also shows me ALL starred opportunities, not just the ones within the view I’m currently looking at.

Our users love Ask Clari’s ability to help them gain additional clarity and understand sentiment within individual calls. But they consistently ask for the ability to apply Ask Clari questions to a group of calls.For example, they’d like to filter by customer name and then Ask Clari to consider all of the calls for that customer, asking questions like:Summarize the key themes/topics from the last 10 calls with CustomerName. What is CustomerName's current sentiment towards our products and how has that changed over time? How has CustomerName’s focus shifted over time and which issues are most prevalent to them?I’m not aware of any way to use Ask Clari for a group of calls. If that is possible, please show me the way! And if it’s not, I hope it can be submitted as a feature request. It’s probably the most common request I get from our users.In the meantime, I’m curious if anyone has creative solutions on how to achieve this within current functionality. Are there filters that can help? O

Hello Clari Team,I wanted to do some trainings and potentially earn some certifications for this software, however I am not able to access any of this material. Is this because of the email address I used to sign up. I signed up with my personal as my previous company did lay offs, so I am unable to use that email. I would love to learn this product and position my self for success

Please, I would like help with a question.When a salesperson goes on vacation, how can I configure Clari so that another salesperson can update that salesperson's forecast?