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
Agent productivity
CSAT
NPS
Revenue
Conversions
Closing rate
Cost savings
When: to surface ? What are the key touch points?
Inbound communication – customer call
Stages of the Purchase funnel
DATA: Recommendations are only as good as the data!
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
Make use of OOTB Reporting
The NBA OOTB reporting infrastructure helps evaluate how your strategies are performing, # of accepts,rejects etc
Best Practices (Tactical)
Categorize recommendations- easier to manage
Add a category field to the Recommendation object
Make sure flows that are invoked upon accept /reject are built and activated
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.
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.
Use of the advanced tab to write a filter expression using $Record and the OR operator.
Related
https://unofficialsf.com/wp-content/uploads/2022/09/largeUCSF-300x133.png00Janani Narayananhttps://unofficialsf.com/wp-content/uploads/2022/09/largeUCSF-300x133.pngJanani Narayanan2020-11-16 22:33:442020-11-16 22:33:45NBA - Best Practices