As the Einstein product line continues to evolve, Salesforce in turn releases cool new features to be available to its users. One of those recent enhancements has been Einstein Next Best Action. As you can probably guess by the name – Einstein Next Best Action will enable Admins/Consultants to display insightful recommendations and actions to their users, at just the right time. It can also be used for customer interactions as well, Next Best Action can also be used in communities to offer up recommendations to customers.
Some of the concepts behind why you would use Next Best Action are fairly straightforward – you want to be able to prompt your users to act, when certain conditions arise. In this article we will take a look at a specific use cases you can deploy in your Org today!
Let’s take a look at a real-life sales scenario - imagine you’re an agent for a software company. You get a call from one of your long-time customers, John Smith, and pull up his contact page. You answer his question and log the update on the contact page. But before you hang up, on the right-hand side of your contact page, you notice an embedded Einstein Prediction Builder component saying John has a high likelihood of attrition. Because of that prediction, you see another component for Einstein Next Best Action that recommends setting him up on the auto-renew plan. You then ask if he’s interested in the auto-renew plan because it can save him 20% off his monthly subscription. John is elated and immediately accepts. You click Accept on the recommendation, sending a confirmation to John’s email. He accepts and is set up with the auto-renew plan. You verify this by reloading John’s contact record page, and the Auto-Renew field is automatically checked.
Congrats, you just made a customer much happier and kept his business!
Here is another chart, provided by the team at Salesforce, that helps identify some additional key use cases for Einstein’s Next Best Action:
It’s also important to note that Independent software vendors (ISVs), most of whom are listed on the Appexchange, can also build on top of Einstein Next Best Action to surface recommendations specific to their customers’ line of business. A few examples are shown below:
