Simply check the always include box for this Talking Point so that basic forms such as Qualification, Order Entry or Talking Points with email content attached, are always included within the Sales Playbook. To enable Talking Points in Playbook personalization, Criteria Buckets are selected from a drop-down list of all available fields in the database. Enter one or several values in the Criteria Bucket for the columns in the previous step to enable the Talking Point to be included in the Custom Playbook. The system will choose any match between the fields on the Contact Record and the Value in the Criteria Bucket.
Example: Owner | Manager | CEO | Vice President
To demonstrate, the criteria for Title is met if the value in the Title field on the Contact record, in this instance, is either: CEO, President, Vice President, or Owner. Contacts with the value Manager in the Title field on the contact record will not have this Talking Point loaded into their Custom Playbook. Multiple alternatives may be specified for each of the fields by separating them with the vertical bar character.
Digital behaviors can also be used to conditionally include Talking Points in the Personalized Playbook. The digital behaviors include email opens, clicks on links within emails, clicks on a website, form fills, basically any action taken by a contact that has been captured in the system. Any and all forms of digital behavior can be used by R2M. The Rules Engine is applied to create AI-enabled insights using recency, frequency, and duration of any digital behaviors. For example, the system could use the fact that the contact looked at the web page named “Why Dogs are Man’s Best Friends,” and/or more than once, and/or in the last two weeks, and/or for more than 30 seconds to trigger the generated Playbook to include the Talking Point, “Why don’t you just take a puppy home for a weekend to see how your family likes it?”