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Pega Sales Automation Next-Best-Action use cases

Pega Sales Automation uses Pega's Customer Decision Hub and Decision Management capabilities to identify the next-best-action for every opportunity in the application.

When you configure next-best-action strategies for Pega Sales Automation, you can display the Next Best Actions widget on your sales representative's dashboards. The widget displays the top ten (ranked) actions for the sales representative. Each action includes a tool tip that displays the trigger for the action. The action displays as a hyperlink that you can click to access the screen or form that is required to complete the recommended action. When you mark an action as complete in the widget, the list is dynamically updated.

The following figure shows the Next Best Rep Actions widget on the dashboard populated with the top ten next-best-actions.

Next Best Actions Widget

Next-best-actions are associated with opportunities. The Next Best Actions section for an opportunity displays the three next-best-actions to take for the opportunity.

The following figure shows the Next Best Actions section for an opportunity populated with the top three next-best-actions.

Next Best Actions OpportunityThe application provides the following next-best-actions. The actions are assigned a default numerical ranking (up to 100) that the application uses to prioritize the actions to display.

Contacts must have a value in the CLV_Value column in the crm_entity_contact table. If null values are present, run the PopulateCLVwithRandomValues activity. This is required for the Call<contact>NBA action.

Call Contact Name

Default rank: 100

This action is triggered when a lead is added to a contact who meets the following criteria:

  • The contact has a customer lifetime value (CLV) greater than 400.
  • The contact is associated with an existing opportunity.

To demonstrate this action, complete the following steps:

  1. Open a contact that meets the specified criteria.
  2. Add a new lead to the contact.
    The Call Contact action displays in the Next Best Actions section of the opportunity.
    The Call Contact action displays in the Next Best Rep Actions widget on the sales representative's dashboard.
  3. To open the lead, click the action link. The link is active for seven days from the date that the lead is added to the contact.

Follow up on open service case and provide customer an update

Default Rank: 95

This action requires Pega CRM with both Pega Customer Service and Pega Sales Automation enabled. This action is triggered when a contact has an open service case that was created in either application. If the contact has multiple open service cases, the oldest service case (based on pxCreateDataTime) is presented first.

To demonstrate this action, complete the following steps:

  1. Open a contact.
  2. Click Actions and select one of the following service actions:
    • General Service Request
    • Complaint or Compliment
    • Schedule Activity
  3. After you add the service action, it displays on the Engagement Profile tab in the Recent service cases section for the contact.
  4. Open an opportunity linked to this contact.
    The Follow up on open service case and provide customer an update action displays in the Next Best Actions section of the opportunity.
    The Follow up on open service case and provide customer an update activity also displays in the Next Best Rep Actions widget on the sales representative's dashboard, along with the number of days the service action is open.
  5. To open the service action and follow up with the customer, click the action link.

Drive digital activity

Default Rank: 90

This action is associated with the following parameters and default values:

  • Website Activity (0.9)
  • Download Activity (0.2)
  • Subscribe Activity (0.2)

For each parameter, the application calculates a ratio that compares the past 30 days of activity with the past 90 days of activity. The action is triggered when an opportunity is linked with an organization and the ratio for any parameter falls below the specified default value, indicating a decrease in user activity.

To demonstrate this action, complete the following steps:

  1. Open an opportunity with an affected parameter.
    The Drive digital activity action displays in the Next Best Actions section of the opportunity.
  2. To display the tool tip to determine which activity triggered the action, click the i icon.
  3. To open the Campaigns dashboard, click the action link.

Drive Contact growth

Default Rank: 85

This activity is associated with the following parameter and default value:

  • Contact Growth (0.4)

For this parameter, the application calculates a ratio that compares the number of customers added in the past 30 days to the number of customers added in past 90 days. The action is triggered when an opportunity is linked with an organization and the contact growth parameter for the organization falls below the default value, indicating that the rate of adding new customers has declined below normal.

To demonstrate this action, complete the following steps:

  1. Open an opportunity for which the number of contacts added in the last 30 days is lower than the number of contacts added in the last 90 days.
    The Drive Contact growth action displays in the Next Best Actions section of the opportunity.
  2. To open the associated organization, click the action link.
  3. To view the Contact Growth graph, click the Contact Growth tab.

Create renewal Opportunity

Default Rank: 80

This action is triggered one year after the date that an opportunity is closed.

To demonstrate this action, complete the following steps:

  1. Open an opportunity that is not yet closed.
  2. Close the opportunity and enter a closed date one year prior to the current date.
    The Create renewal Opportunity displays in the Next Best Actions section of the opportunity.
  3. To re-open the opportunity, click the action link.

Call Organization

Default Rank: 75

This action is triggered when there is no interaction with the organization for a period of 30 days.

To demonstrate this action, complete the following steps:

  1. Open an organization with whom there has been no interaction in the last 30 days.
  2. Open any opportunity from this organization.
    The Call Organization action displays in the Next Best Actions section of the opportunity.
  3. To open the organization that is associated with the opportunity and complete the appropriate action, click the action link.

Convey birthday wishes to Contact

Default Rank: 65

This action is triggered in the following ways:

  • Opportunity level – If the contact of the opportunity has a birthday today, the action is triggered on the contact's actual birthday. The action is displayed (and available for seven days) in the Next Best Actions section of the opportunity and the Next Best Rep Actions widget on the sales representative's dashboard.
  • Organization level – If any contact of organization has a birthday today, the action is triggered. The action is displayed (and available for seven days) in the Next Best Actions section of the opportunity and the Next Best Rep Actions widget on the sales representative's dashboard.

To demonstrate this action, complete the following steps:

  1. Open an opportunity.
  2. Open a contact and change the contact's date of birth to today's date.
    The Convey birthday wishes to Contact action displays in the Next Best Actions section of the opportunity.
  3. Click the action link to open the default email client and send birthday wishes to the contact. The To and Subject fields have default values for the contact and the activity. The body of the email has default text for the birthday message.

Send data sheet for the product recently added to Opportunity

Default Rank: 60

This action is triggered when you add a product to the opportunity.

To demonstrate this action, complete the following steps:

  1. Open an opportunity.
  2. Add a product to the opportunity.
    The Prompt Data sheet for the product action displays in the Next Best Actions section of the opportunity.
  3. To view the tool tip to determine which product was added, click the i icon.
  4. To open the default email client and send a product sheet to the contact for the opportunity, click the action link. The To and Subject fields have default values for the contact and the activity. The body of the email has default text that includes a website URL for the product sheet.

To complete this action, you must set up the product's website URL.

  1. Log in to Pega Sales Automation by using the credentials sfasamplesysadmin / install.
  2. Click Launch web interface > SFA for Sales Ops.
  3. On the navigation menu, click Tools.
  4. Click Manage Products.
  5. Double-click a product name.
  6. On the Product Details dialog box, in the URL field, enter the product URL.

Read competitive battle card for Competitor

Default Rank: 55

This action is triggered when you add a competitor to an opportunity.

To demonstrate this action, complete the following steps:

  1. Open an opportunity.
  2. Add a competitor to the opportunity.
    The Read Competitive battle card for <Competitor Name> action displays in the Next Best Actions section of the opportunity.
  3. To open the competitor's website URL, click the action link.

To complete this action, you must set up the competitor's website URL.

  1. Log in to Pega Sales Automation by using the credentials sfasmplesysadmin / install.
  2. Click Launch web interface > SFA for Sales Ops.
  3. On the navigation menu, click Tools.
  4. Click Manage Competitors.
  5. Double-click a competitor name.
  6. On the Competitor Details dialog box, in the Battle Card field, enter the competitor URL.

Add contract documents

Default Rank: 45

This action is triggered when you move an opportunity to the Negotiation stage.

To demonstrate this action, complete the following steps:

  1. Open an opportunity and move it to the Negotiation stage.
    The Add Contract documents action displays in the Next Best Actions section of the opportunity.
  2. To open the contract document flow, click the action link. Here you can add contract documents for the opportunity.

Create new Opportunity for household member

Default Rank: 35

This action is triggered to recommend the creation of a new opportunity when a household member for an opportunity contact turns 18 in the current month. The action is triggered only for individual opportunities and displays for the entire month.

To demonstrate this action, complete the following steps:

  1. Open an opportunity that includes a household.
  2. Open a contact in the household and change the contact's date of birth so that it is eighteen years prior to today's date.
    The Create New opportunity for household member action displays in the Next Best Actions section of the opportunity.
  3. To open the tool tip, click the i icon. This shows the contact for whom to create a new opportunity.
  4. To open the Opportunity form and create a new opportunity, click the action link. The form fields contain information from the contact record.

Send thank you note

Default Rank: 25

This action is triggered when an opportunity is won.

To demonstrate this action, complete the following steps:

  1. Open an opportunity.
  2. Close the opportunity.
    The Send thank you note action displays in the Next Best Actions section of the opportunity.
  3. To open the Send Thank You form and send the thank you email, click the action link.
When an opportunity is closed, only the Send thank you note and Create renewal Opportunity actions can be triggered.

Published January 19, 2017 — Updated October 25, 2018


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