Einstein Next Best Action: Recommend Actions and Offers Using Strategies (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 service agents have multiple ways to assist customers, and you want to guide the agent to the most appropriate action. Consider using Einstein Next Best Action.

Where: This feature 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.

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.
The component displays recommended offers.

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.

Related Updates for Developers

Lightning Components
Changed component: lightning:nextBestActions
Chatter REST API
New and changed resources: Execute a strategy
Chatter in Apex
New and changed methods: Execute a strategy