A Complete Guide to Next Best Action Implementation

Are you tired of sifting through endless data to figure out what your next move should be? Do you wish there was a way to streamline your decision-making process and focus on what truly matters? Enter Einstein Next Best Action (ENBA), a revolutionary tool designed to provide personalized suggestions on the best actions to take in any given situation.

But what exactly is ENBA, and how does it work? Let’s break it down into simple terms.

ENBA is like having your assistant, but smarter. It’s a process automation tool that analyzes data, learns from your interactions, and then suggests the most effective actions for you to take. Whether you’re in sales, service, or community management, ENBA is there to help you make informed decisions and drive productivity.

Here’s how it works:

1. Recommendations and Automation Planning: First, ENBA plans where and when to show recommendations, who should see them, and under what conditions. Think of it as setting the stage for your assistant to step in and offer valuable advice.
2. Creating Flows: Using Flow Builder, ENBA designs automated processes that are triggered when you accept or reject a recommendation. It’s like setting up a series of dominoes – once one falls, the rest follow automatically.
3. Building Recommendations: ENBA builds recommendations based on business rules and data sources. These recommendations are tailored to your specific needs and presented to you when you need them most.
4. Displaying Recommendations: Once the recommendations are ready, ENBA chooses the best way to present them to you. This could be through recommendation cards or prompts on your screen, making it easy for you to take action.

But what are some practical ways you can use ENBA? Here are a few examples:

• In sales, ENBA can provide insights on leads, opportunities, and accounts, helping you prioritize your efforts and close deals faster.
• In customer service, ENBA can suggest upsell or cross-sell offers to customers, as well as alert agents about relevant information to improve customer satisfaction.
• In community management, ENBA can prompt customers to take specific actions based on their service history or remind partners to renew expired certifications.

Implementing ENBA involves several key phases:

1. Building Automated Flows: Create automated processes that kick in when you accept or reject a recommendation. This ensures that your actions are streamlined and efficient.
2. Creating Recommendations: Develop recommendation records representing the suggestions ENBA presents. These recommendations are personalized and tailored to your needs.
3. Building Strategy Flows: Connect with sources of insight and build rules for surfacing personalized recommendations. This ensures that ENBA provides you with the most relevant and useful advice.
4. Displaying Recommendations: Surface recommendation cards or prompts to you in Lightning, making it easy for you to take action and stay productive.

Step-by-step guide

Step 1: Build an Automated Flow

1. Select a supported flow type
   • Screen Flow
   • Autolaunched Flow (No Trigger)
2. Build your flow
   • To trigger a different automated action when users reject a recommendation, include a decision element for accept or reject.
3. Save and activate your flow

Step 2: Create Recommendations

• Use the Recommendations object to create recommendations for the use case.

Step 3: Build a Strategy Flow

1. Select “All + Templates” and select the “Recommendation Strategy” Flow type
2. Build your flow using minimum element
   • Get Records
   • Assignment
   • Recommendation Assignment
3. Save and activate your flow

Step 4: Display Recommendations
Salesforce Lightning page
Object or page > Setup > Edit Page

1. Drag and drop the Next Best Action component to the page
2. Select Flow Builder from the strategy source
3. Configure display settings
4. Customize visibility with filters

Einstein Next Best Action is a game-changer for anyone looking to boost their productivity and make smarter decisions. By leveraging data and automation, ENBA provides personalized recommendations that help you focus on what matters most. So why not give it a try and see how it can transform your workflow!