Release Notes

Store and Encrypt Healthcare Data with HIPAA-Compliant Einstein Next Best Action
As of Winter ‘21, Next Best Action is certified as in compliance with the Health Insurance Portability and Accountability Act (HIPAA). This certification means that Next Best Action now meets the strict HIPAA standards for storing and processing customers’ protected health information (PHI). HIPAA compliance positions Next Best Action to provide future capabilities in the highly regulated healthcare and life sciences sector.

Create Event-Driven Recommendations Using Voice Call Records
Empower your service agents with contextual, event-driven recommendations based on information in Voice Call records and call transcripts. Build solutions using events for call state changes such as start call, mute, and hold. Use APIs in the Service Cloud Voice Toolkit to push context-sensitive recommendations based on field values in the call record and keywords in the call transcript.

Add AI-Driven Recommendations to Your Strategies Using Einstein Recommendation Builder (Beta)
There's a new load element in town and it's about to make your strategies even smarter! Use the new Einstein Load element to add AI-driven recommendations, generated by Einstein Recommendation Builder, to your Next Best Action strategies. Einstein learns from past data and user responses to help deliver personalized recommendations to your users.

Einstein Next Best Action: HIPAA Compliance, Event-Driven Recommendations Based on Call State Changes, and AI-Driven Recommendations Generated by Einstein Recommendation Builder