Next best actions provided out of the box
Pega Sales Automationincludes a number of next best actions for use out of the box. Review the table below for the usage of these next best actions, as well as to check whether the next best action is compatible with mobile apps.
The next best actions provided with Pega Sales Automation are listed in the table below, with their default rank, the criteria based on which the next best action is displayed, and whether it is also available for use in mobile apps. An Xin the table is a user-definable variable in the system.
|NBA displayed||Criteria when generated||UsePreloadedNBA set to [True/False]||Default Rank||Available on mobile [Y/N]|
|X leads/contacts may need immediate attention||Negative sentiment for an email from a customer or prospect.||True||100||Y|
|These opportunities need follow-up||No upcoming task, appointment, or recent updates for the opportunity.||True||95||Y|
|Follow up on open service case and provide customer an update||There is a service ticket in the system.||False||90||N|
|X new leads assigned since last week||Need initial outreach for the newly assigned lead.||True||90||Y|
|X emails need you to respond||No response for an email from a customer or prospect.||True||90||Y|
|X emails need you to follow-up on||No response from a customer or prospect for an email.||True||85||Y|
|You have X leads that are inactive for more than X weeks||No recent activity on the lead by the current owner.||True||85||Y|
|Get back in touch with contacts||No recent interaction with these contacts with open opportunities.||True||80||Y|
|Customer engagement is trending negatively||The customer engagement parameter is trending downwards.||True||75||N|
|Create Renewal Opportunity||Contract expiring.||False||70||N|
|Convert interaction into a contact||Recent interactions recorded with this email ID||True||65||Y|
|Update meeting outcome for X appointments||Meeting notes are not updated for the past appointment with the customer or prospect.||True||65||Y|
|Contacts you met recently are missing key information||Contact is missing key information, for example, work phone or work email.||True||60||N|
|Gather more top level contacts||No senior level contacts for an organization with open opportunities.||True||55||N|
|Convey Birthday Wishes||Birthday of a contact coming up.||False||50||Y|
|Read competitive battle card for the competitor||Competitor added to the open opportunity.||False||45||Y|
|Add contract documents||Opportunity in the negotiation stage.||False||40||N|
|Create new Opportunity for household member||Household member turned 18.||False||35||N|
When you set the UsePreloadedNBA dynamic system setting to true, you can use the next best actions listed in the table above with True in the third column. For these next best actions, the GenerateNBA job scheduler runs daily and calculates the next best actions for all of the records in the system, and then saves it in the NextBestActions data set. Next best actions in the NextBestActions data set are then displayed on the dashboard in the Next Best Actions widget. Setting the UsePreloadedNBA dynamic system setting to true to increase performance.
When you set the UsePreloadedNBA dynamic system setting to false, you can use the next best actions listed in the table above with False in the third column. The system calculates these next best actions instantly and displays them on the dashboard in the Opportunity Insights widget.
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