When you configure next-best-action strategies for Pega Sales Automation for Insurance™, 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:

The next best action section for an opportunity is populated with the top three next best actions. Only work objects owners can dismiss their next best action. The actions are assigned a default numerical ranking that the application uses to prioritize the actions to display.

You can see the following next best actions in Pega Sales Automation for Insurance (listed in the default rank descending order):

• Pursue high priority Web lead
• Account review
• Close opportunity as won
• X opportunities have had no engagement in the past week or opportunity follow-up
• X new leads assigned since last week
• X leads that are inactive for more than Y weeks
• Qualify out
• Close opportunity
• Priority task
• Ensure renewal
• Confirm qualification
• Compete at renewal
• Prepare a competitive proposal
• You have had no interactions with these contacts with open opportunities in the last X weeks
• Active contacts missing key information
• Review competitor pricing
• Life insurance checkup
• Review budget
• Pursue umbrella
• Progress opportunity
• Gather more top-level contacts
• Update competitor data

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 (the lead was created within the last 2 days).

Account 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.

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.

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 (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.

Close opportunity (default rank: 110)

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

• An opportunity is closed.

• 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 internal policy has expired.

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.

Ensure renewal (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.

Confirm qualification (default rank: 95)

This action is triggered when the following criteria are met:

• An opportunity is past the Qualification stage, but not yet closed
• The win probability of the opportunity is less than 30%

To demonstrate this action, complete the following steps:

1. Open any opportunity that is past the Qualification stage but is not yet closed.
2. Check the Opportunity insight section of the opportunity to confirm that the Win probability is below 30%.

The Confirm qualification action displays only for the opportunity's owner and the opportunity owner's manager in the Next best actions widget on the Sales Rep and Sales Manager dashboards. The action displays for all users in the Next best action section of the opportunity.

3. To open the Close screen, in the opportunity or the widget, click the Confirm qualification link.

Compete at renewal (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.

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.

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.

Active contacts 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 competitor pricing (default rank: 76)

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.

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.

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 next month and there is no Appointment-Checkup task created for this contact.

Review budget (default rank: 75)

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

• The opportunity is open.
• 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 amount to an amount that is 20% or more than the opportunity amount.
   2. If there are no internal quotes, create an internal quote with a premium amount that is 20% or more than the opportunity amount.

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 opportunity marked as won or active within the last 30 days.

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.

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:

• Create an organization and associate at least one open opportunity with it.
• 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.

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.