NBA – Best Practices

Best Practices (Strategic)

1. Whiteboard! Whiteboard! Whiteboard!
   •  Spend time in determining
     • What: are the use cases? 
     • Who:  are the recommendations for- is it for the end customer or is it for the agent themselves?
     • Why: do you want these recommendations? what  are the target KPIs 
       • A few common target KPIs
         1. Agent productivity
         2. CSAT
         3. NPS
         4. Revenue
         5. Conversions
         6. Closing rate
         7. Cost savings
     • When: to surface ? What  are the key touch points? 
       1. Inbound communication – customer call
       2. Stages of the Purchase funnel
     • DATA: Recommendations are only as good as the data! 
2. Start small and build up more complex use cases
   • Start with 1 or 2 use cases
   • Seed the recommendation system with only business rules, then augment with AI
3. Make use of OOTB Reporting 
   • The NBA OOTB reporting infrastructure helps evaluate how your strategies are performing, # of accepts,rejects etc

Best Practices (Tactical)

1. Categorize recommendations- easier to manage
   • Add a category field to the Recommendation object 
2. Make sure flows that are invoked upon accept /reject are built and activated 
3. Split strategies rather than having a giant monolith strategy*.
   • *Current limitation is that there is a 1:1 mapping with the display component and the strategy it executes but versioning and sub-strategies are on the roadmap. 
   • Using the Generate node to split strategies work today. 
4. Requests consumed can be viewed under Company Information 

Some common issues and workarounds

• Reporting and Limit Reoffers on Dynamic Recommendations
  • Recommendation Id is not persisted when using dynamic recommendations with the generate node. Read this blog post for workaround

• Advanced Formula Support: The Load node doesn’t support dynamic formulas or $Record because under the covers Load node is a SOQL query and does not execute formulas, but use the Filter/Branch node to freeform write formulas and access $Record and formula fields. 
  • Navigate to the advanced tab of the Filter/Branch node for advanced formulas such as shown
  • All standard salesforce operations are evaluated in the advanced tab including $Record.