Ruleset and class

Next best actions in Pega Sales Automation for Insurance use the SAI-Artifacts and SA-Artifacts rulesets. The SA-SR class (Sales Automation–Strategy Results) is the foundation for the entire Pega Sales Automation for Insurance next-best-action structure. This class has direct pattern inheritance from Data-pxStrategyResults.

The next-best-action structure of Pega Sales Automation for Insurance next best action uses the NextBestActions data set of the PegaInsCRM-Data-NextBestActions class to store next best actions. The PegaInsCRM-Data-NextBestActions class is the main class for storing next best actions.

Business issue, business group, and propositions

The SANBAIssue business issue contains related business groups and propositions for next best actions in Pega Sales Automation for Insurance.

Properties

Depending on the UsePreloadedNBA property setting, the next-best-action architecture varies. The dashboard widget uses the TopActions property, and the opportunity insights section uses the NBAForSalesRepOpp page list property.

Next best actions use below configurable properties to calculate top actions. Dynamic class representation (DCR) maintains these properties in the crmAppExtModel data transform. The configurable next-best-action properties are:

• NBA_InitialOutReach
• NBA_InactiveDays
• NBA_OppFollowUpDays
• NBA_OrgTrendDays
• NBA_ContactInactiveDays
• NBA_Interactions
• NBA_TopActionsLimit
• NBA_ETAForEmailReply
• NBA_EmailsReceivedinLastXDays
• NBA_EmailFollowUpDays
• NBA_AppointmentsCheduledAfterXHours
• NBA_xPolExpiryDays

Activities

The next-best-action architecture varies, depending on the UsePreLoadedNBA dynamic system setting.

When the UsePreLoadedNBA is set to false, next best actions in Pega Sales Automation for Insurance use the following activities:

NBASalesRepOpp

Uses the opportunity ID as an input parameter and populates the next best actions in the NBAForSalesRepOpp property. The activity opens an opportunity in the GivenSAOpp page, which acts as the parent for the entire next-best-action data model for the activity. The activity then populates the accounts, leads, contacts, households, competitors, and contacts related to the organization to create a tree structure of pages.

NextBestActions

Uses the PoliciesForNextBestAction, crmOpportunitiesForNBA, ContactsForNBA, LeadsForNextBestActions, and GetAccountsWithCSIPolicies report definitions. After the application fetches the results from the report definitions, it loops through each result and runs the respective data flows to get the top 10 actions for each work object (policy, opportunity, lead, contact, and account). Out of these top actions, the system retrieves the overall top ten actions by running the NextBestActions data flow.

CaptureTopActions

Stores the next-best-action interaction response in the interaction history with the pyOutcome property value as Clicked. This activity belongs to the SA-SR-SANBAIssue class.

When the UsePreloadedNBA property is set to true, next best actions in Pega Sales Automation for Insurance use the following activities:

GenerateNextBestActions

Runs based on the GenerateNBA job scheduler and populates next best actions into the data set.

PreloadedNBA_Dashboard

Fetches the pre-calculated next best actions from the data set and populates the next best actions widget on the dashboard.

DiscardNBA

Stores the next-best-action interaction response in the interaction history and updates the data set with the pyOutcome property value as Discard.

GenerateNBAonChangeOwner

Generates lead-related next best actions when the owner of the lead changes.

RemoveWORelatedNBA

This activity is a part of the tasks, activities, and appointments creation flows, and runs when the system creates these items. This activity calls another activity, for example, RemoveRelatedWONBA, RemoveRelatedWONBA_Opp, and RemoveRelatedWONBA_Contact to remove leads, opportunities, and contacts-related next best actions when the system creates tasks, activities or appointments.

crmLinkPegaCPMObject

Includes the RemoveRelatedWONBA, RemoveRelatedWONBA_Opp, and RemoveRelatedWONBA_Contact activities to remove leads, opportunities, and contacts-related next best actions when an email or an appointment is associated with any of these work objects.

DiscardSANBA

Used to discard an individual next best action from the next best actions list.

DiscardSANBAforOpr

Used to discard a group of similar-proposition next best actions for a logged-in operator.

DiscardSANBAByWOID

Used to discard next best actions based on proposition name and unique ID of work object.

Report definitions

The next-best-action architecture varies, depending on the UsePreloadedNBA property setting. Next-best-actions in Pega Sales Automation for Insurance use the following report definitions:

AllQuotesRelatedToOpportunity

Lists all unresolved quotes related to an opportunity.

PriorityTasksByOpportunity

Lists all unresolved tasks related to an opportunity.

CrmCompetitorsNBA

Lists competitors for an opportunity.

PoliciesForNextBestAction

Lists all unresolved policies owned by logged-in users or by their direct reports.

crmOpportunitiesForNBA

Lists all unresolved opportunities owned by logged-in users or their direct reports.

ContactsForNBA

Lists all unresolved contacts owned by logged-in users or their direct reports.

LeadsForNextBestAction

Lists all unresolved leads owned by logged-in users or their direct reports.

GetAccountsWithCSIPolicies

Lists all unresolved accounts that have CSI-sourced (Customer Service for Insurance-sourced) policies owned by logged-in users or their direct reports.

When the UsePreloadedNBA is set to true, next best actions in Pega Sales Automation Next Best Action use the following report definitions:

AllOpportunities

Lists all unresolved opportunities.

AllPolicies

Lists all unresolved policies.

AllLeads

Lists all unresolved leads.

AllContacts

Lists all unresolved contacts.

crmOrgListWithOwner

Lists all unresolved organizations.

AllAccounts

Lists all unresolved accounts.

FetchNBA

Lists all active non-group next best actions.

FetchNBAForDashboard

Lists all active non-group next best actions owned by a logged-in operator.

GetPropositions

Lists all active, group, non-hierarchical next best actions owned by a logged-in operator.

GetInsPropositions

Lists all active, groups and hierarchical next best actions owned by a logged- in operator.

GetLatestCP

Lists the latest close plan update datetime of an opportunity in the last x days.

crmAllTasksRelatedTo

Lists all tasks and activities related to an opportunity, lead, contact, and organization created after a particular date.

AppointmentsCreatedorScheduledFromGivenDateTime

Lists appointments that are scheduled for a given date.

AppointmentsRelatedToWO

Lists appointments created after a given date by an operator.

ActivitiesRelatedToWO

Lists all tasks and activities related to an opportunity, lead, contact, and organization created after a given date by an operator.

CustomerActivitiesRelatedToWO

Lists all activities related to opportunity, lead, contact, and organization after a given date created by an operator.

EmailsRelatedToWO

Lists emails that are created after a given date.

crmOpportunitiesRelatedToOrganization

Lists opportunities related to a given organization.

GetOrgContMatrixHeaderList

Lists the contact management levels defined in Pega Sales Automation for Insurance.

ContactsbyOrgAndMgmtLevel

Lists the contacts of a given organization at a given management level list.

CrmGetAllEventsCountForOrg

Lists the event names for a given time period, for a given organization.

GetEmailNBAsWithNegativeSentiment

Lists the email next best actions that have a negative sentiment, that are available to a logged-in operator.

CheckNBAForAppointment

Lists all of the next best actions on the appointment.

GetEmailDetails

Lists the email details of the next best actions for an email.

GetAppointmentDetails

Lists the appointment details of the next best actions for an appointment.

GetEmailDetailsWithRcpntCount

Lists the email details of an email action's next best actions, with the email recipient count.

Data flows

The next-best-action architecture varies, depending on the UsePreloadedNBA property setting.

When the UsePreloadedNBA property is set to false, the NBASalesRepOpp activity uses the following data flows:

NBASalesRepOpp

Runs the parent NextBestActionsForSalesRep decision strategy to calculate the top 3 next best actions related to an opportunity.

PoliciesForNBA

Runs the PoliciesForNBA decision strategy to calculate the next best actions related to policies.

OpportunitiesForNBA

Runs the TopNBAForOpportunities decision strategy to calculate the next best actions related to opportunities.

ContactsForNBA

Runs the ContactssForNBA decision strategy to calculate the next best actions related to contacts.

LeadsForNBA

Runs the LeadsForNBA decision strategy to calculate the next best actions related to leads.

AccountsForNBA

Runs the AccountsForNBA decision strategy to calculate the next best actions related to accounts.

NextBestActions

Runs the NextBestActions decision strategy to prioritize the top 10 next best actions.

When the UsePreloadedNBA is set to true, the GenerateNextBestActions activity uses the following data flows:

LoadNBAForAllOpps

Loads all opportunities and inserts a related next best action into the NextBestActions data set.

LoadNBAForAllLeads

Loads all leads and inserts a related next best action into the NextBestActions data set.

LoadNBAForAllContacts

Loads all contacts and inserts a related next best action into the NextBestActions data set.

LoadNBAForAllOrg

Loads all organizations and inserts a related next best action into the NextBestActions data set.

LoadNBAForAllPolicies

Loads all policies and inserts a related next best action into the NextBestActions data set.

LoadNBAForAllAccounts

Loads all accounts and inserts a related next best action into the NextBestActions data set.

LoadNBAForAllEmails

Loads all emails and inserts email actions-related next best actions into the NextBestActions data set.

LoadNBAForAllAppointment

Loads all appointments and inserts-related next best actions into the NextBestActions data set.

Strategies and sub-strategies

The next-best-architecture varies, depending on the UsePreloadedNBA property setting.

When the UsePreloadedNBA property is set to false, next best actions in Pega Sales Automation use the following strategies:

NextBestActionsForSalesRep

This strategy is the parent strategy. It uses the GivenSAOpp page and has multiple substrategies. This strategy groups and ranks the results from substrategies in priority order in the Top 3 Actions component. This component provides the top three actions and the top action to the Results component. The opportunity displays the top three actions, and the top action displays in the next best actions widget in the sales representative's dashboard.

TopNBAForOpportunities

This strategy is a parent strategy. It uses the OpportunityPage page and includes multiple substrategies, grouped and ranked based on the priority of the Rank value in the Top 1 Action by Rank component. This strategy displays next best actions in the dashboard widget.

PoliciesForNBA

Uses the PolicyPage as the input page and returns one top action. This strategy sets the Rank value as the addition of the DefaultRank and policy premium amount. This strategy displays next best actions in the dashboard widget.

ContactsForNBA

Uses the ContactPage page as an input and returns a top action. This strategy sets the Rank value as the addition of the DefaultRank and Age*100. This strategy displays next best actions in the dashboard widget.

LeadsForNBA

Uses the LeadPage as an input and returns a top action if it exists. This strategy displays next best actions in the dashboard widget.

NextBestActions

Uses the Primary Page as an input page. Uses the top actions returned from the PoliciesForNBA, TopNBAForOpportunities, LeadsforNBA, ContactsForNBA, and AccountsForNBA strategies as an input, and then prioritizes them based on the Rank value.

When the UsePreloadedNBA property is set to true, next best actions in Pega Sales Automation Next Best Action use the following strategies:

AllNBAForOpportunities

This strategy is the parent strategy. The results from the sub-strategies are grouped and ranked based on the priority of the Rank value in the Prioritize all by rank component. The NextBestActions data set stores the outcome of this strategy.

LoadLeadNBA and LeadsFollowUpActionStrategy

Filter the valid lead-related next best actions by using proposition filter conditions. The NextBestActions data set stores the outcome of this strategy.

LoadContactNBA, ContactFollowUpStrategy, ContactMissingKeyInfoStrategy

Filter the valid contact-related next best actions by using proposition filter conditions. The NextBestActions data set stores the outcome of this strategy.

LoadPolicyNBAs

Filters the valid policy-related next best actions by using proposition filter conditions. The NextBestActions data set stores the outcome of this strategy.

GenerateNBAForOrgActions

Filters the valid organization-related next best actions by using proposition filter conditions. The NextBestActions data set stores the outcome of this strategy.

LoadAccountNBAs

Filters the valid account-related next best actions by using proposition filter conditions. The NextBestActions data set stores the outcome of this strategy.

GenerateNBAsForSentimentEmails

Filters valid emails with a negative sentiment and checks in the interaction history. The NextBestActions data set stores the outcome of this strategy.

GenerateNBAsForEmailActions

Filters valid emails-related next best actions by using the proposition filter condition. The NextBestActions data set stores the outcome of this strategy.

GenerateNBAsForAppointmentActions

Filters valid appointment-related next best actions by using the proposition filter condition. The NextBestActions data set stores the outcome of this strategy.

Pega Sales Automation for Insurance uses the following sub-strategies:

OpportunitiesForNBA, OpportunityCloseNBA, and TasksForNBA

Filter valid opportunity-related next best actions by using proposition filter conditions. These sub-strategies set the Rank value as the addition of the DefaultRank and opportunity amount.

Dashboard widget

The D_NextBestAction data page populates the Dashboard_NextBestActions dashboard widget, to display the top next best actions for work objects owned by logged-in users.

Opportunity insights

The OpportunityAnalysis section uses the D_NBASalesRepOpp data page to display next best actions in the Opportunity insights section of the opportunity. Dismiss action is only displayed to owner of work object.

Data page

The next-best-action architecture varies, depending on the UsePreloadedNBA property setting.

D_NextBestActions

When the UsePreloadedNBA dynamic system is set to false, then this data page uses the NextBestActions activity and when the UsePreloadedNBA property is set to true, then this data page uses the PreloadedNBA_Dashboard activity to populate the top next best actions. This data page displays next best actions in the dashboard widget.

D_NBASalesRepOpp

When the UsePreloadedNBA dynamic system setting is set to false, the data page uses the NBASalesRepOpp activity. When the UsePreloadedNBA property is set to true, the data page uses the PreloadedNBA activity. This data page displays next best actions with the next best actions for opportunity insights.

D_GetPropositions

Uses the report definition to fetch active and group-enabled next best actions present in the Sales Automation layer for a particular user, and then groups them to populate the next best actions list.

D_GetInsPropositions

Uses the report definition to fetch active and group-enabled insurance- specific next best actions present in the Sales Automation for Insurance layer for a particular user, and then groups them to populate the next best actions list.

D_GetPropositionsForContactMissingInfo

Uses the report definition to fetch active and particular next best actions for a particular user, and then groups them to populate the next best actions list.

D_InteractionsOnOpportunity

Checks whether a particular opportunity has any interactions in the past X days. You can configure the time period in the NBA_OppFollowUpDays rule.

D_InteractionsWithLead

Checks whether an assigned owner has any interactions with a particular lead in the past X days. You can configure the time period in the NBA_InitialOutReach rule.

D_InteractionsWithContact

Checks whether a particular contact has any interactions in the past X days. You can configure the time period in the NBA_InactiveDays or NBA_ContactInactiveDays rules.

D_InteractionsWithOrg

Checks whether an organization has any c-level and senior management level contacts.

D_CrmFetchNBA

Used to fetch active next best actions based on unique key of work object or next best action name. It is used to display next best actions in lead, contact.

D_NBADisplayText

Used to fetch active next best actions and count of work object eligible for each next best actions owned by logged in user.

D_PreMeetingToDo

Fetch next best actions which are applicable before the start of today’s appointment.

D_PostMeetingToDo

Fetch next best actions which are applicable once appointment meeting finished.

Pursue high priority Web lead (default rank: 999990)

This next best action is displayed when the following criteria are met:

• The source category of the lead is: Website.
• The rating of the lead is 1-High.
• The lead was created within the past 2 days.

Pursue high priority web lead action is displayed in the Next best actions section of the lead and dashboard.

You have x accounts to review (default rank: 999990)

This next best action is displayed when the following criteria are met:

• The internal policy was created from an external source system.
• There is no open account review task for that account.

The You have x accounts to review next-best-action is displayed in the Next best actions section of the dashboard. To see all accounts that meet these criteria, click the You have x accounts to review action link. Only one Account Review next best action is displayed for an account at a time. To configure the external source system, edit the PolExtSourceSystems dynamic system setting. When you create an account review task, this next best action is removed.

Close opportunity as won (default rank: 135)

This next best action is displayed when the following criteria are met:

• The Winning internal policy is created in the underwriter system.
• The opportunity is open.

To see this next best action, complete the following steps:

1. Create a Personal Auto opportunity.
2. On the Proposal stage, click the Add internal quote link, and then follow the on-screen instructions.

   Ensure that the integration between Pega Sales Automation for Insurance and Pega Underwriting for Insurance is established and is set up correctly.

3. In Pega Underwriting for Insurance, bind the created policy.

The Policy XYZ has been created message is displayed in the header of the opportunity. The Close opportunity as won action is displayed in the Next best actions section of the opportunity, and on the dashboard.

X opportunities have had no engagements in the past week or Opportunity Follow-up (default rank: 130)

This next best action is displayed when there is no interaction made for a contact in the last week.

To see this next best action, complete the following steps:

1. Create an opportunity.

   The Update or create task or appointment action is displayed in the Next best action section of the opportunity.

2. To update the opportunity, create a task, or create an appointment, click the actions menu next to the Update or create task or appointment action, and then select your action.

   The X opportunities have had no engagements in the past week action is displayed in the Next best actions section of the dashboard.

3. To see all of the opportunities that meet these criteria, click the X opportunities have had no engagement in the past week action link.

X new leads assigned since last week (default rank: 125)

This next best action is displayed when new leads are assigned to a sales rep, so that they can make the initial outreach to those leads, or if there is any lead in the system that has not had any interaction within the last week.

To see this next best action, complete the following steps:

1. Create a lead.

   The X new leads have been assigned to you in the past week action is displayed in the Next best actions section of the dashboard.

2. To see all the leads that meet these criteria and to perform the initial actions, click the X new leads have been assigned to you in the past week action link.

   When you create an activity, a task, or associate an appointment or email with the lead, this next best action is removed.

X leads that are inactive for more than Y weeks (default rank: 120)

This next best action is displayed after 2 days when there is no interaction with the lead by the owner in the last Y weeks. To see all the leads that meet these criteria, add tasks, then close these leads, and click the X leads that are inactive for more than Y weeks action link. After a sales rep creates an activity, or a task, or associates the created appointment or email with the lead, this next best action is longer displayed.

Qualify out x opportunities (default rank: 115)

This next best action is displayed when the following criteria are met:

• The opportunity is open.
• All of the internal quotes attached to the opportunity have been declined by the underwriter.

To see this next best action, perform the following steps:

1. Open an opportunity that is not yet closed.
2. Open the Quotes tab and perform the following steps:
   1. If there are any internal quotes, update the quote status to Declined-UW.
   2. If there are no internal quotes, create an internal quote and update the status to Declined-UW.

The Qualify out x opportunities action is displayed in the Next best actions section of the dashboard. To see all of the opportunities that meet these criteria, click this action link. When you close this opportunity then this next best action is removed.

Close opportunity (default rank: 110)

This next best action is displayed when the following criteria are met:

• An opportunity is open.
• Opportunity close date is in the past.
• The sales type of an opportunity is set to Renewal and its expiring internal policy has expired.
• The sales type of an opportunity is set to Remarket and its expiring external policy has expired.

The Close opportunity action is displayed in the Next best actions section of the opportunity and dashboard. When you close the opportunity, this next best action is removed.

Priority task (default rank: 110)

This next best action is displayed when operators or their direct reports create a high or medium priority task for an opportunity.

To see this next best action, complete the following steps:

1. Open an opportunity.
2. Click the Activities tab.
3. Create a task, set the priority to 1 (high) or 2 (medium), and then select any status other than Completed.

Task subject as next best action is displayed in the Next best actions section of the opportunity and dashboard. When you close the opportunity or complete the task, this next best action is removed.

X emails may need immediate attention (default rank: 100)

This next best action is displayed when sales reps receive emails that have a negative sentiment, from contacts or leads, so that they can take immediate action to improve communication.

To see this next best action, complete the following steps:

1. As a contact or a lead, send an email to a sales rep with a negative sentiment.

   The X emails may need immediate attention action is displayed in the Next best action section of the dashboard.

2. To see all the emails that meet these criteria, click the X emails may need immediate attention action link.

   When a sales rep replies to the email, this next best action is removed.

Ensure renewal of x policies (default rank: 100)

This next best action is displayed if there is an internal policy that is ready for renewal in less than X days and no renewal opportunity exists in the system for this policy. You can configure the time period in the Renewal settings. The Ensure renewal of x policies action link is displayed in the Next best actions section of the dashboard. To see all of the policies that meet these criteria, click this action link. When you create renewal opportunity for this expiring internal policy then this next best action is removed.

Compete at renewal for x competitor policies (default rank: 95)

This next best action is displayed when there is an external policy that is ready for renewal in less than X days and no remarket opportunity exists in the system for this policy. You can configure the time period in the NBA_xPolExpiryDays rule. The Compete at renewal for x competitor policies action link is displayed in the Next best action section of the dashboard. To see all of the policies that meet these criteria, click this action link. When you create remarket opportunity for this expiring external policy then this next best action is removed.

X emails need you to respond (default rank: 90)

This next best action is displayed when emails from contacts or leads have been waiting for a reply from a sales rep for more than two days. This helps remind the sales reps to reply to their unanswered emails.

To see this next best action, complete the following steps:

1. As a sales rep receive an email that requires a response.

   The X people are waiting for your email response action is displayed in the Next best actions section of the dashboard after two days.

2. 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.

   After you reply to these emails, this next best action is automatically removed.

Prepare a competitive proposal for x opportunities (default rank: 90)

This next best action is displayed when the following criteria are met:

• An opportunity is in the Analysis or Proposal stage.
• There is no internal quote for the opportunity.

To see this next best action, perform the following steps:

1. Create an opportunity.
2. Change the stage of the opportunity that you create to Analysis or Proposal.

The Prepare a competitive proposal action is displayed in the Next best action section of the opportunity. The Prepare a competitive proposal for x opportunities action is displayed in the Next best actions section of the dashboard. To see all of the opportunities that meet these criteria, click this action link. When you create an internal quote for opportunity then this next best action is removed.

X emails need you to follow-up on (default rank: 85)

This next best action is displayed when contacts or leads do not reply to emails sent by sales reps within 2 days, so that sales reps can follow up on their unanswered emails.

To see this next best action, complete the following steps:

1. Send an email to a contact or a lead.

   The Follow-up required for X emails action is displayed in the Next best actions section of the dashboard after 2 days.

2. To see all the emails that meet these criteria and perform an action, click the Follow-up required for X emails action link.

You have had no interactions with these contacts with open opportunities in the last X weeks (default rank: 80)

This next best action is displayed when there is no interaction made for a contact that has open opportunities in the last 2 weeks (DCR Configurable), or if there is any contact in the system with open opportunities with this contact set as primary and there is no interaction made on this contact in the last 2 weeks.

To see this next best action, complete the following steps:

1. Create a contact and then create an opportunity with this contact as a primary contact.

   The Reach out to contact action is displayed in the Next best action section of the opportunity.

2. 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.

3. 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.

X contacts that you recently interacted with are missing key information (default rank: 78)

This next best action is displayed on the sales rep and sales manager dashboards 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:

1. Open a contact that has some key info missing.
2. Add an activity, or email, or appointment to this contact.

   The <Contact Name> has been added to X contacts that you recently interacted with are missing key information action is displayed in the Next best actions section of the dashboard.

3. 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.

Review x opportunities amount (default rank:75)

This next best action is displayed when the following criteria are met:

• The opportunity is open.

• The premium amount of the external quote is lower than the opportunity amount or the difference between the opportunity amount and the internal quote amount is 20% or more.

To see this next best action, complete the following steps:

1. Open an opportunity that is not closed.
2. Open the Quotes tab and perform the following steps:
   1. If there are any internal quotes, update the quote premium to an amount that is lower than the opportunity amount.
   2. If there are no internal quotes, create an internal quote with a premium amount that is lower than the opportunity amount.

The Review opportunity amount action is displayed in the Next best action section of the opportunity. The Review x opportunities amount action is displayed in the Next best actions section of the dashboard. To see all of the opportunities that meet these criteria, click this action link. When you change the external quote amount same as or greater than opportunity or change the opportunity amount to match the internal quote amount then this next best action is removed.

Life insurance checkup (default rank: 75)

This next best action is displayed when the contact's milestone birthday (40,45,50,55,60,65) is within next 30 days and there is no Appointment-Checkup task created for this contact. The Life insurance checkup action is displayed in the Next best actions section of the contact and dashboard. When you create Appointment-Checkup task then this next best action is removed.

Pursue umbrella (default rank: 70)

This next best action is displayed when the following criteria for contacts are met:

• The contact is married or reaches the age of 30.

• The contact has a business-to-consumer (B2C) homeowners or a personal auto insurance policy with start date as next or last 30 days and no umbrella opportunity is present.

The Pursue umbrella action is displayed in the Next best actions section of the contact and dashboard. When you create umbrella opportunity then this next best action is removed.

Progress opportunity (default rank: 70)

This next best action is displayed when the following criteria are met:

• The opportunity is open.
• An individual opportunity is in the current stage for longer than 5 days, or a business opportunity is in the current stage for more than 10 days.

The Progress opportunity action is displayed in the Next best actions section of the opportunity and dashboard. When you change the opportunity stage then this next best action is removed.

Update meeting outcome for X appointments (default rank: 65)

This next best action is displayed after 24 hours from the start of an appointment if there are no meeting notes made on the appointment, or on the pulse post of the work objects associated with the appointment.

To see this next best action, complete the following steps:

1. Create an appointment and add attendees.

   The Update meeting notes for X appointments action is displayed in the Next best actions section of the dashboard.

2. To take action for all of the appointments that do not have meeting notes, click the Update meeting notes for X appointments action link.
3. To update the meeting notes for a particular appointment, click the Pulse icon next to that appointment.

The Pulse post is updated for the appointment, and also on the Pulse post of the work objects it is associated with. The Update meeting outcome for X appointments next best action is removed after adding meeting notes to the appointment, or on the associated work objects.

Gather more top-level contacts (default rank: 65)

This next best action is displayed when there are no top-level contacts for organizations owned by the sales rep and when there are no open opportunities associated with these organizations. To see this next best action, complete the following steps:

1. Create an organization and associate at least one open opportunity with it.
2. Ensure that there are no top-level contacts associated with this organization.

   The Gather more top-level contacts action is displayed in the Next best action section of the dashboard.

Prerequisites

Before you begin your configuration, ensure that the following conditions are met:

• You install Pega Sales Automation for Insurance
• Adaptive Decision Manager (ADM) and Decision Strategy Manager (DSM) services are running
• The following services are running with normal status:
  • Decision Data Store
  • Adaptive Decision Manager
  • Data Flow
  • Visual Business Director

For more information about installing Pega Sales Automation for Insurance, see the Pega Sales Automation for Insurance Installation Guide on the Pega Sales Automation for Insurance product page. For more information about Adaptive Decision Manager, see the Adaptive Decision Manager product page. For more information about Decision Management, see the Decision Management product page.

To configure next-best-action strategies for your Pega Sales Automation for Insurance implementation, log in to the application and complete the procedures within this section.

Creating propositions

1. In the header of Dev Studio, click ConfigureDecisioningDecisionsProposition Management.
2. On the Hierarchy tab, perform one of the following actions:
   • Open an existing business issue, for example SANBAIssue and then a business group, for example OpportunityActions.
   • Create a business issue, and then create a business group that matches the scope of the next best action by clicking New group.
3. On the Data tab click New.
4. On the Create proposition form, enter a name and description for the proposition, and then specify the DefaultRank.
5. Click Create.

Creating data models

Data models needs to be created on the work object for which next best action is applicable. For example - to display the new next best actions for opportunities, create data models in the Base Opportunity class.

Pega Sales Automation for Insurance uses D_NBASalesRepOpp data page used to display next best actions in opportunity.

1. In the navigation panel of Dev Studio, click RecordsData ModelData Page.
2. Search for and open the D_NBASalesRepOpp data page.

   Based on the UsePreLoadedNBA dynamic system setting, the D_NBASalesRepOpp data page uses different activities to load next best actions. For more information, see Next best actions provided out of the box.

3. On the Definition tab, in the Data Sources section, depending on whether you want to use the preloaded NBAs or not, choose from the following actions:

• If you set the UsePreloadedNBA dynamic system setting to true, in the Data Sources section, set the Source field to Activity, and then set the Activity name field to PreloadedNBA.
  Note: The UsePreloadedNBA activity uses the FetchNBA report definition to fetch the pre-calculated next best actions and set the appropriate descriptions and labels for propositions.
• If you set the UsePreloadedNBA dynamic system setting to false, in the Data Sources section, set the Source field to Activity, and then set the Activity name field to NBASalesRepOpp.
  Note: The NBASalesRepOpp activity uses the GivenSAOpp page as a primary page and sets all appropriate properties to determine the next best actions. The NBASalesRepOpp activity also calls the NBASalesRepOpp data flow with the GivenSAOpp page as a primary page. This data flow uses the NextBestActionsForSalesRep strategy to calculate the top 3 next best actions for an opportunity.

Creating strategies

1. In the header of Dev Studio, click CreateDecisionStrategy.
2. On the Create Strategy page, in the Label field, enter a label for the strategy.
3. In the Strategy Results class section, select the business issue and group that you created for the proposition.
4. In the Apply to field, enter the primary page based on the context where this strategy is to be referenced.

   For more information about the next-best-action architecture, see Pega Sales Automation for Insurance next-best-action architecture.

5. Click Create and open.

To import components and define your strategy, complete the following steps:

1. Configuring a Proposition Data component
2. Configuring a Filter component
3. Configuring a Set Property component

Configuring a Proposition Data component

1. In the navigation pane of Dev Studio, click RecordsDecisionStrategy, and then open a strategy you want to edit.
2. On the Strategy tab, in the toolbar, click the Strategy Shapes icon, and then click ImportProposition Data.
3. Open the Proposition Data component shape.
4. In the Proposition data properties dialog box, enter the name for the proposition.
5. Optional: On the Interaction history tab, perform the following steps:
   1. Select the Enable interaction history check box.
   2. In the Fetch when the conditions below are met section, delete all conditions.
   3. In the Define which properties to use section, click Add item.
   4. Set the target to .pyOutcome and the interaction data to .pyOutcome.
6. Click Submit.

Configuring a Filter component

1. In the navigation pane of Dev Studio, click RecordsDecisionStrategy, and then open a strategy you want to edit.
2. On the Strategy tab, in the toolbar, click the Strategy Shapes icon, and then click ArbitrationFilter.
3. Connect the Filter component to the Proposition Data component.
4. Open the Filter component shape.
   1. In the Filter Properties dialog box, enter the name for the filter.
   2. In the Filter condition field, enter the .pyOutcome!="Clicked" filter condition.
   3. Click Submit.
5. Optional: To add a second component, perform steps 2 to 3 and connect this Filter component to the first Filter component that you created previously.
6. Optional: Open the second Filter component and perform the following:
   1. In the Filter Properties dialog box, enter the name for the filter.
   2. Select the Proposition filter check box, and either select an existing Proposition filter, or click Add to create a new Proposition filter.
   3. Complete the fields on the Create Proposition Filter form and click Create and open.
   4. On the Default criteria tab, select any check box to filter criteria based on your requirements.
   5. On the Specific criteria tab, select any proposition based on your requirements, and then click Add criteria.
   6. Based on your requirements, add the next-best-action qualification filter conditions.
   7. Click Save.
7. Click Submit.

Configuring a Set Property component

1. In the navigation pane of Dev Studio, click Records > Decision > Strategy, and then open a strategy you want to edit.
2. On the Strategy tab, in the toolbar, click the Strategy Shapes icon, and then click Arbitration > Set Filter.
3. Connect the Set Property component to the Filter component that you created in the previous procedure.

   This component is now used to set the needed properties.

4. Open the new Set Property component.
5. In the Set Property Properties dialog box, enter a name for the property.
   Tip: The .pyLabel property has the text of the next-best-action (by default, it is the proposition description). If required, you can concatenate or modify the content of the .pyLabel property to create custom text for the next-best-action.
6. Optional: Configure other properties, as needed.
7. Click Submit.
8. Connect the Set Properties component shape to the Result component shape. The system creates the Result shape after you created a strategy rule.
9. Click Save.

Configuring sub-strategies

1. In the navigation pane of Dev Studio, click RecordsDecisionStrategy.
2. Search for and open a strategy you want to add sub strategy to.

   The following steps use the NextBestActionsForSalesRep strategy as an example. This strategy is called from the data flow in the NBASalesRepOpp activity that is referred to in the data model setup step.

3. To add a substrategy, in the toolbar, click the Strategy Shapes icon, and then Substrategy > External.
4. Open the substrategy component, and in the External strategy properties form, perform the following steps:
   1. Enter a name for the substrategy.
   2. On the External strategy tab, select either Current page or Another page depending on your requirements to run a strategy on.
      • If you selected Another page, in the Page field, select a page or a page list populated on the GivenSAOpp clipboard page.
      • If you selected Current page, in the Page field, select the available strategy in the External strategy field of the GivenSAOpp clipboard page.
5. Click Submit.
6. Optional: If you want to display the new next best action only when an opportunity is open, connect the new substrategy to the appropriate opportunities Filter component.
7. Click Save.

Clearing interaction history

1. Log in to Pega Sales Automation for Insurance by using the credentials SAISample_SysAdmin / install.
2. Click Launch web interfaceSA portal.
3. In the navigation menu, click Tools.
4. Click Reset AI Sample Data.
5. To clear the interaction history, delete any entry from the PR_DATA_IH_FACT database table.

Troubleshooting

You click an action to discard or dismiss the next best action but the action is not removed from the Next Best Actions dashboard widget.

• .pyOutcome is not mapped or it is missing from the Import component of the strategy.
• The filter is not configured to remove the items that have an interaction history.

The Next Best Action dashboard widget displays only a few actions or no actions.

• Clear the interaction history.
• Dashboard widget displays logged in operator owned work objects’ next best actions.

An exception occurs when using the strategy.

• Verify that the properties you are using in the Proposition Filter and the when rules are set up to handle null values.