Einstein Next Best Action is a tool that displays recommendations to users at the optimal time. It works by defining recommendations, creating recommendation strategies, integrating insights, and activating automation to present recommendations. It has use cases in sales, service, marketing, and commerce by engaging customers based on their actions and providing timely, contextual insights. Developing it involves creating a flow, recommendations, and action strategies to filter and display recommendations. The future of it includes custom development, combining it with analytics, and powering recommendations with Einstein Discovery.

1. ABC’s of Next Best Action
Deliver Optimal Recommendations at the Point of Max Impact
Aug 8, 2019
Nico Johnson

2. AGENDA
Overview
Demo
Use Cases
Development Steps
Art of the Possible

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

7. DEVELOPMENT
STEPS
Step 1
Create Flow
Step 2
Create
Recommendation
Step 3
Action Strategy
1 Create flow
2 Create recommendation
3 Action strategy
4 Display recommendations

8. ACTION STRATEGY
OVERVIEW
Step 4
Display
Recommen
dations
Sort
LOAD
Filter
Branch
Selector

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

11. 11
Demo

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

14. Session Survey
Text EA1 to this number: + 1 888 554 3370

15. QUESTIONS