Configuring next-best-action use cases
When you configure next-best-action strategies for Pega Sales Automation, you can view the Next best actions widget on your sales representative's or manager's dashboards.
The widget shows the top ten (ranked) actions for sales reps and managers. Next best actions for individual lead, opportunity, contact, and organization work objects are displayed as notification banners at the top of an open work object or as embedded widgets only for opportunities. Each action includes a tooltip that displays the trigger for the action. The action is displayed as a hyperlink that you can click to access the screen or form that is required to complete the recommended action. The Next best actions widget with top recommendations displayed on the dashboard is shown in the image below.Next best actions are associated with leads, opportunities, contacts, and organizations. Next best actions are displayed for these work objects on the dashboard. In addition, next best actions are displayed as a widget for individual opportunities as shown in the following illustration:
You can see the following next best actions in Pega Sales Automation (listed in the default rank descending order):
- X emails may need immediate attention (default rank: 100)
- X opportunities have had no engagements in the past week (default rank: 95)
- X new leads assigned since last week (default rank: 90)
- Follow up on open service case and provide customer an update (default rank: 90)
- X people are waiting for your response (default rank: 90)
- X leads that are inactive for more than Y weeks (default rank: 85)
- Follow-up required for X emails (default rank: 85)
- You have had no interactions with these contacts with open opportunities in the last 2 weeks (default rank: 80)
- Customer engagement is trending negatively for X organizations (default rank: 75)
- Create renewal opportunity (default rank: 70)
- Update meeting outcome for X appointments (default rank: 65)
- Active contacts missing key information (default rank: 60)
- Gather more top-level contacts (default rank: 55)
- Convey birthday wishes (default rank: 50)
- Competitor has been added to X open opportunities (default rank: 45)
- Add contract documents (default rank: 45)
- Create a new opportunity for household member (default rank: 35)
To see this next best action, complete the following steps:
- As a contact or a lead, send an email to a sales rep with a negative sentiment.
- To see all the emails that meet these criteria, click the X emails may need immediate attention action link.
To see this next best action, complete the following steps:
- Create an opportunity.
- To update an opportunity, create a task, or create an appointment, click the actions menu next to the Update or create task or appointment action and select your action.
- To see all the opportunities that meet these criteria, click the X opportunities have had no engagements in the past week action link.
To see this next best action, complete the following steps:
- Create a lead.
- To see all the leads that meet these criteria and perform initial actions, click the X new leads have been assigned to you in the past week action link.
To see this next best action, complete the following steps:
- Open a contact.
- Click Actions and select one of the following
service actions:
- General service request
- Complaint or compliment
- Schedule activity
- Open an opportunity associated with this contact.
- To open the service action and follow up with the customer, click the Follow up on open service case and provide customer an update action link.
To see this next best action, complete the following steps:
- As a sales rep receive an email that requires a response.
- To see all of the emails that meet this criteria and perform an action, click the X people are waiting for your email response action link.
To see this next best action, complete the following steps:
- Send an email to a contact or a lead.
- To see all the emails that meet these criteria and perform an action, click the Follow-up required for X emails action link.
To see this next best action, complete the following steps:
- Create a contact and then create an opportunity with this contact as a primary contact.
- To call this contact, send an email, or create an appointment, click the
actions menu next to the Reach out to contact action
and select your action.If there has been no interaction with this contact with open opportunities in the last 2 weeks, the You have no interactions with these contacts with open opportunities in the last 2 weeks action is displayed in the Next best actions section of the dashboard.
- To see all the contacts with open opportunities that meet these criteria and to call or email this contact, click the You have no interactions with these contacts with open opportunities in the last 2 weeks action link.
To see this next best action, complete the following steps:
- Create an organization.
- Create at least one opportunity, and then associate it with the
organization.If any of the activities show negative trends for the configured time period (the default is 30 days), the Customer engagement is trending negatively for X organizations action is displayed. The system calculates the trends for the current month (30 days back from yesterday) and last month (31 days to 60 days back). To change the 30-day time period, edit the NBA_OrgTrendDays property located in the crmAppExtModel data transform. To no longer see this next best action, select it, and then create a task on the displayed form.
To see this next best action, complete the following steps:
- Open an opportunity that is not yet closed.
- Close this opportunity and enter a closed date one year prior to the current date.
- To reopen the opportunity, click the Create renewal opportunity action link.
To see this next best action, complete the following steps:
- Create an appointment and add attendees.
- To take action for all of the appointments that do not have meeting notes, click the Update meeting notes for X appointments action link.
- To update the meeting notes for a particular appointment, click the Pulse icon next to that appointment.
To see this next best action, send at least two emails to the prospect or create at least one appointment with the prospect. The You have interacted with X prospects in the last 2 weeks, but no contact has been created action is displayed on the dashboard. To no longer see this next best action, create a contact in the system for this prospect.
This next best action is displayed when the contact that the sales rep recently met has any of the key information missing. Work email address, work phone number, title, and department for B2B contacts are considered the key information for contacts within organizations. Private email address and private phone number for a B2C contacts is considered the key information for contacts not associated with any organization. The recently met condition applies only for contacts with associated activities, emails, or appointments created in the last 2 weeks, not for days set in the NBA_InactiveDays property of the D_crmAppExtPage data page.To see this next best action, complete the following steps:
- Open a contact that has some key info missing.
- Add an activity, or email, or appointment to this contact.
- To provide missing details, click the <Contact Name> has been added to X contacts that you recently interacted with are missing key information action link.
To see this next best action, complete the following steps:
- Create an organization and associate at least one open opportunity with it.
- Ensure that there are no top-level contacts associated with this organization.
- On the opportunity level, if the contact of the opportunity has a birthday on a given day. The Convery birthday wishes action is displayed and available for seven days in the Next best actions section of the opportunity and the Next Best Rep Actions widget on the sales rep's dashboard.
- On the organization level, if any contact in an organization has a birthday on a given day. The Convery birthday wishes action is displayed and available for seven days in the Next best actions section of the opportunity and the Next Best Rep Actions widget on the sales rep's dashboard.
To see this next best action, complete the following steps:
- Open an opportunity.
- Open a contact and change the contact's date of birth to today's date. The Convey birthday wishes to Contact action is displayed in the Next best actions section of the opportunity.
- To open the email client and send birthday wishes to the client, click the Email action link. The To and Subject fields have default values for the contact and the activity. The body of the email has default text for the birthday message.
- Click Send.
To see this next best action, complete the following steps:
- Log in to the application as a Sales Ops.
- In the User portal navigation pane, click , and then select a competitor for which you want to add a website URL.
- In the Battle card field, add the website URL and then click Submit.
- Open an opportunity.
- Click Edit and under the Competitors section, add a competitor. The Read Competitive battle card for <Competitor Name> action is displayed in the Next best actions section of the opportunity.
- To see and review the details about this competitor, click the Read battle card action link.
To see this next best action, complete the following steps:
- Open an opportunity and move it to the Negotiation stage.
- To open the contract document flow, click the Prepare contract action link.
- To add contract documents to the opportunity, click Add documents.
To see this next best action, complete the following steps:
- Open an opportunity that includes a household.
- Change the contact's date of birth so that it is eighteen years prior to today's date. The Create new opportunity for household member action is displayed in the Next best actions section of the opportunity.
- To see the contact for whom to create a new opportunity, open the tooltip, by clicking the i icon next to the Create new opportunity for household member action.
- To open the Opportunity form and create a new opportunity, click the Create new opportunity for household member action link.
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