Salesforce Einstein Next Best Action...

Since, last few weeks, I have thinking to start a Blog Series on Salesforce Features.. This has been in my backlog for a long time. Here's the start in that direction..

Einstein Next Best Action is a feature added by Salesforce in the bucket. Let's explore more about 'Next Best Action' .. 

What : With the help of Salesforce ‘NBA’ we can display the right recommendations to the right set of people at the right time. Create and display offers and actions for your users that are tailored to meet your unique criteria. In salesforce, we can create a strategy that applies to the business logic to refine the recommendations. Recommendation are suggestions given to the user, like a Send email, a discount, or an add-on service. Display the final recommendations in your Lightning app or community. Dont worry if we are going too fast, we will cover this in detail in this blog..

Where : There are various Use Cases, where this functionality is best fitted. For eg:

Use Case – Send a Email to Customer for any cross sell related offers.

This can be done in various ways, the example which I have used is of Opportunity record. When the Customer is buying a particular product is on the particular opportunity Stage (this can be configured as per business needs)

Elements/Terminologies used in Next Best Action:

1. Recommendation – Recommendations are standard Salesforce records, similar to accounts and contacts, that are processed by strategies and associated with flows.
2. Screen Flow – Automate Design and build the Flow in Flow Builder
3. Actions Strategies – Determine which recommendation you show in the Salesforce record. 
4. Strategy Builder – Strategy Builder is a point-and-click process automation tool used with Einstein Next Best Action. Strategy Builder funnels recommendation records through your business logic to determine which recommendations are surfaced on your record pages.

How : Lets go into the Einstein Next Best Action Setup (Hands On)

Create Recommendation

Create offers or actions to recommend to users using Einstein Next Best Action. Recommendations are standard Salesforce records

Steps :

• Search the Recommendation Record
• Create a new record
• Add Name/Description/Image
• Enter the name for Acceptance & Rejection Label (these will be displayed as button)
• Action – We select the Screen Flow – (What action we want to do, for eg Send an Email, Survey, Discount)

• And offcourse mark this record as Active 

Create or Use Existing Screen Flow

This is an existing functionality but will be used in the ‘Recommendations’ as Action. So either create a new Screen Flow under the Flow Builder or create a new one.

For this example, I will be using a dummy flow ‘Send an Email’ (just to test the functionality).

Create a Strategy

Once you’ve created flows and recommendation records, use Strategy Builder to funnel the correct recommendations to your users at the right time.

Steps:

• Search Next Best Action in the Salesforce Setup
• Click on New Strategy
• Name the Strategy/Description
• And select which Object you want to display this Strategy (for example I have opted for Opportunity record)

• Select the Load from the Elements and define the Load parameters

• You can also define which recommendation to be displayed by Filtering the recommendation record by Id.
• Select the Load from the Elements and define the Load parameters

• Now you and filter on which all record the recommendation should be displayed, by adding Filter component from the Elements (I have opted to display the recommendation if the Opportunity Stage is Negotiation/Review

Now your strategy will look like this:

Display Recommendation – NBA Component in the Page

• Click on the Edit Page of the Opportunity Record
• Add the Next Best Action Component from the Component list
• You can customise title and few other categories (refer the right part of the screenshot)

Now almost all of your hardwood is now done.. lets check it out on the Opportunity record.

Identify any opportunity move the stage to Negotiation/Review and you will see the recommendation is getting popped up on the screen. You can perform Action – When you click on Accept, an email will be send to Customer (as per this use case)..

You can create Recommendation/Action & Strategy as per your Business needs. The only limitation I wan able to find out for this feature – This is not exactly AI, this is Declarative Rule based Engine..

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Thats it from my side.. Happy Learning!!!