Customer Overview with Glean

This process provides a comprehensive view of a customer's account in just a few minutes. By leveraging Glean and its features, you can fully prepare for your next sales meeting, ensuring that no critical information, such as support escalations, is overlooked.

Step 1

To quickly gather a complete overview of a customer, I use the Customer 360 feature in Glean. This ensures I am thoroughly prepared for my upcoming sales meeting and prevents unexpected surprises related to unresolved issues.

Step 2

Fraser Automotive, our fictional demo account, is used to demonstrate the process. The first step involves searching for the customer utilizing our Sales Cloud connector to query within Salesforce. There's no need to write a SOQL query as it is pre-configured in Glean. If building or modifying the agent, you can easily review and adjust the query.

Step 3

To assist in generating SOQL queries with natural language, there is a dedicated agent. The agent extracts all references to the customer from Sales Cloud and proceeds to search Jira for any mentions of the customer.

Step 4

The process includes searching Slack and Google Chat to identify ongoing conversations. Additionally, it searches Gong for recent calls. Using the Snowflake connector, it retrieves customer data and utilizes the Databricks connector to analyze product usage, presenting the data in a bar chart format.

Step 5

The response is formatted as specified, allowing the user to update Salesforce directly from within Glean. The option to save the entire response in a Google Doc is provided. The output includes open opportunities, key contacts, Gong call summaries, and open support tickets.

Step 6

Further details are provided, such as the number of employees per department and their recent product usage. Insights into recent Slack discussions are available, and the Glean Agent has even conducted a web search for the latest company news.

Step 7

This section is intentionally left blank as Fraser Automotive is a fictional entity. Users have the option to update the Salesforce record if desired, offering a comprehensive view of accounts.

Step 8

Whether you are preparing for a meeting, evaluating a customer's status, or transitioning an account from a colleague, Glean provides the necessary tools to gain a thorough understanding swiftly.