Einstein Next Best Action: Recommend Actions and Offers Using Strategies (Pilot)
Where: This feature applies to Lightning Experience and Salesforce Classic in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.
Who: To manage the propositions that you present, users require the Manage All Data or Manage Next Best Action Propositions permission. To manage strategies, users require the Manage All Data or Manage Next Best Action Recommendation Strategies permission.
Why: For example, when an agent opens a contact record, the Einstein Next Best Action component runs a strategy that refines the set of propositions. The strategy produces two recommendations for this contact.
- The first offer is recommended because the customer is an existing loan customer, and the card offer is deemed an appropriate upsell.
- The second offer is recommended because the customer’s credit score is above a certain threshold.
How: Create propositions that represent your custom offers and actions. When a user accepts a recommendation, a screen flow launches.
Build recommendation strategies that query data, make decisions, and filter or sort your propositions.
To display recommendations from your strategy, use the Lightning Application Builder, and add the Einstein Next Best Action component to a Lightning record page. Or using the Community Builder, add the Suggested Actions component to a Lightning community page. For Visualforce pages, use Lightning Out to add the lightning:nextBestAction component.