Einstein Next Best Action: Use Strategies to Recommend Actions and Offers (Pilot)

Integrate business rules, predictive models, and data—both inside and outside of Salesforce—to deliver the right offer at the right moment to the right person. Perhaps you have offers that are relevant only under particular conditions, such as an upgrade or a discount. Or maybe there are multiple ways for service agents to assist customers, and you want to guide the agent to the most appropriate action. Take a look at Einstein Next Best Action.

Where: This change applies to Lightning Experience and Salesforce Classic in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

Note

Note

We provide Einstein Next Best Action to selected customers through a pilot program that requires agreement to specific terms and conditions. To be nominated to participate in the program, contact Salesforce. Pilot programs are subject to change, and we can’t guarantee acceptance. Einstein Next Best Action isn’t generally available unless or until Salesforce announces its general availability in documentation or in press releases or public statements. We can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features. You can provide feedback and suggestions for Einstein Next Best Action in the IdeaExchange.

Why: For example, when a sales rep opens a contact record, the Einstein Recommendations component runs a strategy that displays recommended offers for that contact.

  • The first offer is recommended because the customer’s credit score is above a certain threshold.
  • Other offers are recommended because the customer’s satisfaction score is above average, and upsells are deemed appropriate.
The Einstein Recommendations component, which displays three recommended offers.

How: Create propositions to represent your custom offers and actions. When a user accepts a proposition by clicking the button, a screen flow is launched.

Build recommendation strategies that query data, make decisions, and filter or sort propositions.

Display recommendations for a given strategy by adding the right Lightning component to your pages. For Lightning pages, add the Einstein Recommendations component. For Lightning community pages, add the Recommended Actions component. For Visualforce pages, use Lightning Out to add the lightning:nextBestAction component.

Related Updates for Developers

Lightning Components
New component: lightning:nextBestActions
Chatter REST API
New resources: Get a proposition, get recommendations for a strategy, and record user reactions to recommendations
Chatter in Apex
New methods: Get a proposition, get recommendations for a strategy, and record user reactions to recommendations