3. 3
Einstein Next Best Action
Overview
When do I use it? Surface Recommendations at Right Time
What is not? AI tool that automates business processes
What is it? Tool to display recommendations
4. 4
Einstein Next Best Action
How it Works
5
4
1
2
3
Define
Recommendations
Create
Strategies
Integrate Insights
Activate
Automation
Present
Recommendation
5. 5
Use Cases
Sales
Provide timely,
contextual insights
about leads,
opportunities, and
accounts
Service
Upsell or cross-sell
offers, alert agents
about pertinent
information
Marketing
Take action on
campaign results,
offer customers with
high likelihood of
engagement
Commerce
Engage based on
customer actions on
website, assemble
product
recommendations
Platform
Connect insights from
the Salesforce
ecosystem to your
users and customers
6. 6
Questions to Ask
Under what conditions do recommendations apply?
- Sell Product X when Opp has Product Y
- Send Service Technician Onsite when Product
under Warranty
What recommendations to make?
- Sell Product X
- Send Service Technician Onsite
What am I solving for?
- Providing Upsell Offers?
- Level of Support?
Pre-Deployment Steps
9. Demo Use Case
What do we sell?
“Kitchen appliances”
Who are we?
“Astro’s Appliances”
10. Struggle with next
steps
Slow Resolution
Automation Not
Possible
Unhappy
Customers
Guided Next
Steps
Fast Resolution
Human Still
Decides
Happier
Customers
Why Einstein Next Best Action
Before
After
12. 12
Art of the Possible
The Future of Next Best Action
Custom Development with NBA
apex actions supported
Analytics with Next Best Action
Smarter decision making with Einstein Analytics and
Next Best Action together
AI-Powered Recommendations
With Einstein Discovery
