Introduction - Einstein Next Best Action

Einstein Next Best Action is part of the family of products within the Einstein Platform—a platform that helps admins and developers build their own AI-powered assistants for a wide array of use cases. You can use point-and-click and programmatic functionality to build applications that predict anything surfaced through Salesforce.

To set up Einstein Next Best Action, follow these simple steps:

1. Define a set of recommendations.
2. Create action strategies.
3. Integrate predictive models (optional).
4. Display recommendations.
5. Activate automation.

In this unit, we highlight each step for setting up Einstein Next Best Action so you can be successful in your implementation. While this module is a great overview, refer to the documentation found in the Resources section—it dives a little deeper into the setup process.

Imagine that you’re a Salesforce Admin at a telecommunications company. You should first pick one target persona that you want to create recommendations for, and then expand to more use cases and users. The persona we want to create recommendations for is a sales rep. They are the first line of contact for all of the company’s customers, answering customer questions, routing cases to customer support, and selling new products or services at the right time.

One major area of focus this year is upsell or cross-sell to customers, but it’s difficult for each rep to instantly know which products or services to offer. Currently, when a customer calls, the rep pulls up their contact page, answers any questions they have, and simultaneously scans the page to see what they’ve bought, where they live, and what previous interactions they’ve had with the company. A big opportunity is to offer customers who already have Internet service our new TV streaming service. It takes too much time to see if the customer has Internet and doesn’t have TV streaming, offer it on the phone, package up the offer, and manually kick off the service.