Playbooks

Using Snippets for Quick Call Outlines

What are Snippets? Snippets are short, reusable text blocks that can be inserted into notes, emails, or any rich text field. They’re perfect for including commonly used phrases, questions, or call scripts. Snippets save time by allowing you to insert standard information, such as terms and conditions quickly, or frequently asked questions, into calls and emails without manual repetition.   Using Snippets During Calls: Navigation: Go to Workspaces > Prospecting and start your tasks by selecting Start X tasks due today. Inserting a Snippet: When you’re ready to make a call, select Make a call. In the Note pane, type the # symbol to access snippets. Search for a relevant template, like Discovery Call Template, and insert it. Quick Insert: You can also click the Insert Snippet button at the bottom of the Note pane to add your selected snippet, providing question prompts and spaces to record answers directly within the call notes.

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What are Snippets? Snippets are short, reusable text blocks that can be inserted into notes, emails, or any rich text field. They’re perfect for including commonly used phrases, questions, or call scripts. Snippets save time by allowing you to insert standard information, such as terms and conditions quickly, or frequently asked questions, into calls and emails without manual repetition.   Using Snippets During Calls: Navigation: Go to Workspaces > Prospecting and start your tasks by selecting Start X tasks due today. Inserting a Snippet: When you’re ready to make a call, select Make a call. In the Note pane, type the # symbol to access snippets. Search for a relevant template, like Discovery Call Template, and insert it. Quick Insert: You can also click the Insert Snippet button at the bottom of the Note pane to add your selected snippet, providing question prompts and spaces to record answers directly within the call notes.

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Using Playbooks for Structured Call Guides

What Are Playbooks?

HubSpot’s Playbooks offer a powerful tool for organizing and structuring calls with prospective students. With Playbooks, college outreach teams can embed resources, outline call scripts, and manage competitive information, ensuring well-prepared, confident conversations.

Use Cases:

1. Preparing for a Call with Playbooks

   1. You can embed videos directly into a playbook, either by uploading them or linking from platforms like YouTube, Vimeo, or Instagram. This is helpful for including call preparation techniques, communication strategies, or specific information about your college’s programs.

   2. For example, if your college has a signature program, you might include a video overview to refresh the outreach team on key points before a call.

2. Using Playbooks as a Call Outline

   1. Playbooks allow you to create a structured call outline with bullet points and question-and-answer boxes to guide team members through conversations. This ensures they cover all key points, like program details, enrollment deadlines, and financial aid information.

   2. Examples

      1. Discovery Call Playbook: Guides the conversation with questions to understand student interests and program goals.

      2. Qualification Call Playbook: Helps assess a student’s readiness for next steps in the enrollment process.

      3. Automating Note-Taking: Responses within playbooks can be saved directly to contact properties, ensuring that relevant information is stored and accessible for future interactions.

   3. Example Outline:

      1. Introduction: Start with a friendly introduction and confirm the prospective student’s name and program interest.

      2. Key Questions: Use Q&A boxes to gather information, like the student’s goals and questions about programs.

      3. Next Steps: End with bullet points summarizing next steps, such as scheduling a campus visit or sending follow-up materials.

3. Using Playbooks as Competitive Battlecards

   1. For outreach teams working in competitive markets, create a playbook for each major competitor. Include images and text to highlight your college’s strengths versus the competitor’s, identifying areas where your programs excel.

   2. Use Cases:

      1. List areas where your programs or college have a competitive advantage (e.g., unique programs, strong support services).

      2. Identify areas where success might be challenging, to manage conversations effectively and transparently.

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Example

Access the Playbooks Tool:

1. Navigate to Library > Playbooks in your HubSpot account.

2. Create a New Playbook:

   • Click Create playbook.

   • Choose to start from scratch or select a template (Sales or Service).

   • Enter a title and click Create playbook.

3. Customize Content:

   • Use the text editor to add content, including links, images, knowledge base articles, snippets, and questions.

   • Utilize HubSpot's AI content writer for assistance by typing / in the editor.

4. Set Engagement Logging:

   • In the Settings tab, enable Log playbook submissions.

   • Specify the engagement type (e.g., Call, Meeting) for logged interactions.

5. Publish the Playbook:

   • After customization, click Publish to make the playbook available to your team.

Access and Permissions:

• To create, edit, view, and delete playbooks, users must have an assigned Sales Hub or Service Hub Professional or Enterprise seat with the appropriate permissions.

• Users without playbook permissions can still view and use playbooks within records if they have the necessary HubSpot subscription.

Accessing and Using Playbooks in Records

1. Click CRM > Contacts

2. Select a contact of a record.

3. In the contact record, select the Overview tab.

4. Select View All Playbooks in the right panel, search for a playbook, and click to open it.

5. Select the orange Log Engagement button (Log the engagement as a call or meeting).

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6. Fill Out Questions: Answer questions by taking notes, choosing answer options, or updating linked CRM properties.

   1. Create a follow-up Task by checking the option if needed.

   2. Use Snippets: Insert frequently used phrases with snippets for consistency.

   3. Update Linked Properties: If a question links to a property, you can select and update associated records (Enterprise users only).