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Next best actions provided out of the box

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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.

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