Build an Action Strategy to Produce Recommended Actions and Offers
Where: This change applies to Lightning Experience in Essentials, Professional, Enterprise, and Unlimited editions.
Why: Deliver the right recommendations at the right time by designing a strategy that fits your use case.
For example: Let’s say you own a bank, and you want your service representatives to see the offers that best suit the customer’s situation. When a customer loses a credit card and contacts support, the service rep creates a case with the type “lost credit card.” You can create a strategy that recognizes the case type and recommends offers. The strategy here suggests credit monitoring, fraud protection, and maybe a new credit card offer, depending on the customer’s credit score.
Using Strategy Builder, you can pull in all the possible recommendations and filter them based on existing protection and credit score. Strategy Builder only shows the offers that fit your criteria.
How: Create and activate screen flows that include actions or offers. Create recommendations and connect them to your existing flows. When a user accepts a recommendation, its associated screen flow launches.
Display recommendations for a given strategy by adding the Lightning component to your pages. For Lightning pages, add the Einstein Next Best Action component. For Lightning community pages, add the Suggested Actions component. For Visualforce pages, use Lightning Out to add the lightning:nextBestAction component.