Next best actions provided out of the box
Pega Sales Automation includes a number of next best actions for use out of the box.
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 displayed||Criteria when generated||UsePreloadedNBA set to [True/False]||Default Rank|
|Follow-up on inactive orgs||The customer engagement parameter is trending downwards.||True||100|
|Urgent follow-up required||Negative sentiment for an email from a customer or prospect.||True||100|
|Follow up on open service case and provide customer an update||There is a service ticket in the system.||False||95|
|Update/follow-up on the stale opportunities||No upcoming task, appointment, or recent updates for the opportunity.||True||95|
|Reply to email||No response for an email from a customer or prospect.||True||90|
|Review the new leads||Need initial outreach for the newly assigned lead.||True||90|
|Review and close the lead||No recent activity on the lead by the current owner.||True||85|
|Send a reminder||No response from a customer or prospect for an email.||True||85|
|Reach out to critical contacts||No recent interaction with these contacts with open opportunities.||True||80|
|Create renewal opportunity||Contract is expiring in upcoming ‘Y’ days.||True||70|
|Create contacts for recently interacted prospects||Recent interactions recorded with this email ID||True||65|
|Update notes for past appointments||Meeting notes are not updated for the past appointment with the customer or prospect.||True||65|
|Update contacts data with missing key information||Contact is missing key information, for example, work phone or work email.||True||60|
|Create more top-level contacts||No senior level contacts for an organization with open opportunities.||True||55|
|Convey birthday wishes||Birthday of a contact coming up.||False||50|
|Read battle card for competitor||Competitor added to the open opportunity.||False||45|
|Add contract document||Opportunity in the negotiation stage.||False||40|
|Create new opportunity for household member||Household member turned 18.||False||35|
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.