The Top 10 Things You Want To Know About New Next Best Action

1. Generally Available

Next Best Action (NBA) is generally available starting today and the great news is that it’s enabled for all editions. But wait it gets better – every org receives 5000 requests per month for free!

2. Here’s the Getting Started Video

Ok, you heard that it’s free and it sounds very cool, how do you get started? Here is a great video to get the ball rolling.

3. Documentation is online

Need more information about Next Best Action? Here is some ever-improving documentation.

4. This post is part of a new, unofficial, community-powered site that hosts Next Best Action content

This will be a place where you can find tips and tricks, explore interesting use cases, share videos, and more. Here’s the home page. You’ll want to bookmark it for future reference.

5. There are 8 new How To Guides for additional Next Best Action features

Check them out here!

6. Lightning is recommended but not required

The Lightning Experience is not required to run NBA but it is recommended. Now, you’ll need Lightning to build NBA action strategies using the Strategy Builder. However, you can display recommendations on both Lightning and Classic experiences. With Lightning, simply use the out-of-the-box Einstein Next Best Action Lightning Component. With Classic, present your recommendations via VisualForce using Lightning Out. Want to learn more? Check this out.

7. You can add additional request capacity to your Org

If you love the product (and we just know you will) and want more requests, just contact Salesforce. What is a request, you might ask. A request is simply page loads and refreshes which result in your strategy being evaluated for recommendations.

8. Testing your strategies is easy

Like all good things, building the right strategy requires some trial and error. You can quickly test your logic and make sure you’re loading the right recommendations by clicking Test in the Strategy Builder. To learn more, check out this doc.

9. Recommendations can be displayed in a variety of places

Once you’ve built your strategy, you can embed recommendations in any app and even in a Community portal.

10. Early customer feedback shows tremendous productivity gains

We’ve already seen some early customer success stories and anticipate more in the coming weeks. One of our pilot customers, a European electronics company, experienced a 90% drop in agent hold times after adding Next Best Action. Before NBA, agents would spend almost 8 minutes and 9 painful clicks sourcing and pulling information before determining whether a customer was eligible for a special discount. With NBA, in less than 1 minute and with only 1 painless click, agents instantly know whether the customer is eligible and can quickly walk through a Flow to offer the discount.

0 replies

Leave a Reply

Want to join the discussion?
Feel free to contribute!

Leave a Reply