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Next best actions provided out of the box

Updated on May 10, 2021

Pega Sales Automation includes a number of next best actions for use out of the box.

Pega Sales Automation Implementation Guide

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.

NBA displayedCriteria when generated UsePreloadedNBA set to [True/False]Default Rank
Follow-up on inactive orgsThe customer engagement parameter is trending downwards.True100
Urgent follow-up requiredNegative sentiment for an email from a customer or prospect.True100
Follow up on open service case and provide customer an updateThere is a service ticket in the system.False95
Update/follow-up on the stale opportunitiesNo upcoming task, appointment, or recent updates for the opportunity.True95
Reply to emailNo response for an email from a customer or prospect.True90
Review the new leadsNeed initial outreach for the newly assigned lead.True90
Review and close the lead No recent activity on the lead by the current owner. True85
Send a reminderNo response from a customer or prospect for an email.True85
Reach out to critical contactsNo recent interaction with these contacts with open opportunities.True80
Create renewal opportunityContract is expiring in upcoming ‘Y’ days.True70
Create contacts for recently interacted prospectsRecent interactions recorded with this email IDTrue65
Update notes for past appointmentsMeeting notes are not updated for the past appointment with the customer or prospect.True65
Update contacts data with missing key informationContact is missing key information, for example, work phone or work email.True60
Create more top-level contactsNo senior level contacts for an organization with open opportunities.True55
Convey birthday wishesBirthday of a contact coming up.False50
Read battle card for competitorCompetitor added to the open opportunity.False45
Add contract documentOpportunity in the negotiation stage.False40
Create new opportunity for household memberHousehold member turned 18.False35

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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