Salesforce Next Best Action (NBA)
Salesforce Next Best Action is one of the best tools in the service cloud. It Displays the right recommendation to the right record at right time. It allows the team or user to perform the best action which is required based on some business logic. It is very useful and assists your support team to take action based on the record filter.
we have to follow the four steps to add the Next Business Action in our Salesforce org.
- Create a Flow.
- Enable the Recommendation tab in your profile
- Create a Recommendation
- Create a Strategy
- Add NBA to the Record page of your object
Let’s take an example to update the case Description using the next best action.
Step 1: Create a flow
This can be the ScreenFlow or auto-launch. This is mandatory for the Next Best action to implement.
Below is the screenshot of the flow. This updates the case description.
Create a Recommendation
A recommendation is the standard object which is associated with the flow. Here we can either accept or deny the flow based on the standard button provided by the Recommendation. As you can see in the attached screen we have two labels on is Acceptance and another is Rejection. These buttons will appear on the object record page where it has been added.
Create a Strategy
To create a strategy navigate to setup, search for and click on Next Best Action. we use the strategy builder to create the strategy it is similar to the flow.
Use action strategies to combine insights and business rules and create a stream of recommended actions and offers for your users. Start by creating recommendation records. Then design a strategy that evaluates your recommendations and determines which to surface to your users.
Add NBA to the Record Page
Add the Recommendation in the page layout of the case object.go to lightning builder and select the recommendation component and drag to the layout.
