Kadewerk Software / BB-Demo – Onboarding
Callcompleted
Kadewerk Software: documents · 2025-08-14 12:00
Onboarding call on 14 Aug 2025: Salesforce, Zendesk, Gong and Microsoft 365 confirmed as the four sources, with role-based Gong access and the finance mailbox excluded. Go-live was due the following week.
What was said
What this says
Current to 11 Oct 26Onboarding call on 14 Aug 2025: Salesforce, Zendesk, Gong and Microsoft 365 confirmed as the four sources, with role-based Gong access and the finance mailbox excluded. Go-live was due the following week.
What happened: Laura Penhaligon confirmed the four sources with Yara El Idrissi and Sanne de Wit: Salesforce, Zendesk, Gong and Microsoft 365. Go-live was expected the following week.
Customer view: Sanne wanted Gong calls limited to each person's team and accepted role-based access in the brain. Yara asked to keep the finance mailbox out, and Sanne agreed.
Commercial: Nothing was said about price, value or renewal. Scope is four named connectors, and team-level access depends on admins maintaining the rules.
Watch: Yara had not yet logged into the brain, so no user had checked that data was flowing. Sanne asked about retraining, and Laura pointed to a week three session.
Themes
Current to 9 Oct 26Theme
Connector setup and access
Importance
neutral
Sentiment
neutral
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura to send a summary email of the call.
- Yara to log in later in the week and run a simple search to check the data.
- Laura to run a week three session for regular users.
Risks
Current to 9 Oct 26- Yara had not yet logged into the brain, so no customer user had confirmed the data was flowing.
- Gong has no built-in team filter, so team-level restriction relies on role-based access that admins must maintain.
Opportunities
Current to 9 Oct 26- Sanne's question about retraining shows she expects regular use by several people, which the week three session can support.
Transcript
Laura Penhaligon NoneRight, Yara, let's check where we are with Salesforce. Did you have a chance to grant us the API access?
Yara El Idrissi NoneYes, I sent you the credentials yesterday.- Laura Penhaligon NoneGood, I saw them. I'll plug those into the connector now. Can you open your Salesforce console so I can walk you through what we're pulling?
- Yara El Idrissi NoneDone. What am I looking for?
- Laura Penhaligon NoneSo, custom objects. Do you have a custom object for support cases?
- Yara El Idrissi NoneNo, we use the standard case object.
- Laura Penhaligon NoneRight, that works fine. The brain will pull cases, contacts, accounts, the standard stuff. And custom fields?
- Yara El Idrissi NoneWe have a few. Do those come through?
- Laura Penhaligon NoneThey do. As long as they're not on a lookup field, we can index them. So that's fine. Now, Zendesk. Did you get the webhook key I sent?
- Yara El Idrissi NoneI did. I've plugged it in on our end.
- Laura Penhaligon NoneGreat. That means new tickets will flow into the brain every time a ticket's created in Zendesk. So by tomorrow morning, you'll have the last ninety days of tickets in the system. Let's look at the Gong connector. Are you the Gong account owner?
- Yara El Idrissi NoneNo, Sanne is. Can she hop on?
- Laura Penhaligon NoneOf course. Sanne, are you there?
Sanne de Wit NoneYes, hi.- Laura Penhaligon NoneGong connector, I need to confirm we've got the data permissions right. When someone logs into the brain, can they search all the call recordings in your Gong account, or do you want to restrict them?
- Sanne de Wit NoneI want to restrict them to their team's calls, ideally.
- Laura Penhaligon NoneRight. That's a bit trickier. Gong doesn't have a built-in team filter, so what we'd do is set up role-based access in the brain, basically, the admins set who sees what. Is that acceptable?
- Sanne de Wit NoneYeah, that works.
- Laura Penhaligon NoneOkay. I'll configure that. Yara, Microsoft 365. You're the admin there too?
- Yara El Idrissi NoneYes.
- Laura Penhaligon NoneI sent you a permission request. Did that come through?
- Yara El Idrissi NoneYes, I approved it this morning.
- Laura Penhaligon NonePerfect. So we can now sync emails. The brain will pull emails from shared mailboxes. Any sensitive stuff, financial, legal, you want to exclude from the brain?
- Yara El Idrissi NoneWe have a finance@ mailbox. I'd probably rather keep that out.
- Laura Penhaligon NoneThat's fine. I can set up a filter. Sanne, does that work with you?
- Sanne de Wit NoneYes, finance doesn't need to be in the brain anyway.
- Laura Penhaligon NoneGood. So, to recap, Salesforce is plugged in, Zendesk is live, Gong is live with role-based access, Microsoft 365 is live minus the finance mailbox. By tomorrow morning we'll have a full index from all four sources. Have you logged into the brain yet to have a look?
- Yara El Idrissi NoneNot yet. Do I need to do that now?
- Laura Penhaligon NoneNot today. But later this week, log in and have a search. Try asking a simple question, something like 'show me all support tickets from last month'. That'll tell you if the data's flowing right.
- Sanne de Wit NoneAnd then when the data's live, do we need to retrain people on how to use it?
- Laura Penhaligon NoneThat's what week three is for. We'll do a session for anyone who's going to use the brain regularly. But honestly, it's pretty intuitive: search box, you ask a question, you get results.
- Yara El Idrissi NoneHow long does the search take?
- Laura Penhaligon NoneDepends on the question. Usually a second or two. If you're asking for something that needs a lot of data to run, maybe five or ten seconds. But not minutes.
- Sanne de Wit NoneThat's good. And the data refreshes overnight?
- Laura Penhaligon NoneEvery night by 07:00 on business days. So whatever happens Tuesday, you'll see it Wednesday morning.
- Yara El Idrissi NoneAnd if there's a connector that breaks, what happens?
- Laura Penhaligon NoneIt'll show in the admin panel. You'll see a red flag saying Zendesk hasn't synced, for instance. Then you can message me or Natalie and we'll help you fix it.
- Sanne de Wit NoneGot it. Is there anything we need to do right now?
- Laura Penhaligon NoneJust keep an eye on that Salesforce console over the next day or two. Let me know if you see any errors. Otherwise, we're on track for go-live next week.
- Yara El Idrissi NoneSounds good.
- Sanne de Wit NoneThanks, Laura.
- Laura Penhaligon NoneNo problem. I'll send a summary email with everything we talked about. Speak soon.
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