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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 (NBAs) for use out-of-the-box.

Pega Sales Automation Implementation Guide

The NBAs provided with Pega Sales Automation are listed in the following table. It also includes the default rank and the criteria on which the NBA is based.

Next Best Action displayedCriteria when generated UsePreloadedNBA set to [True/False]Default RankAvailable on Mobile
Follow-up on inactive orgsThe customer engagement parameter is trending downwards.True100No
Urgent follow-up requiredNegative sentiment for an email from a customer or prospect.True100Yes
Follow up on open service case and provide customer an updateThere is a service ticket in the system.False95No
Update/follow-up on the stale opportunitiesNo upcoming task, appointment, or recent updates for the opportunity.True95Yes
Reply to emailNo response for an email from a customer or prospect.True90Yes
Review the new leadsNeed initial outreach for the newly assigned lead.True90Yes
Review and close the lead No recent activity on the lead by the current owner. True85Yes
Send a reminderNo response from a customer or prospect for an email.True85Yes
Reach out to critical contactsNo recent interaction with these contacts with open opportunities.True80Yes
Create renewal opportunityContract is expiring in upcoming ‘Y’ days.True70Yes
Create contacts for recently interacted prospectsRecent interactions recorded with this email IDTrue65Yes
Update notes for past appointmentsMeeting notes are not updated for the past appointment with the customer or prospect.True65Yes
Update contacts data with missing key informationContact is missing key information, for example, work phone or work email.True60No
Create more top-level contactsNo senior level contacts for an organization with open opportunities.True55No
Convey birthday wishesBirthday of a contact coming up.False50Yes
Read battle card for competitorCompetitor added to the open opportunity.False45Yes
Add contract documentOpportunity in the negotiation stage.False40No
Create new opportunity for household memberHousehold member turned 18.False35No

When you set the UsePreloadedNBA dynamic system setting to True, you can use the NBAs listed in the table above that are listed as True in the third column. For these NBAs, the GenerateNBA job scheduler runs daily and calculates the NBAs for all of the records in the system, and then saves them in the NextBestActions data set. The NBAs 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 NBAs listed in the table above that are listed as False in the third column. The system calculates these NBAs instantly and displays them on the dashboard in the Opportunity Insights widget.

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