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Next best action use cases


Pega Sales Automation™ uses Pega Customer Decision Hub™ capabilities to identify the next best action for opportunities in the application.

The opportunity insights display the three next best actions to take for the opportunity.

Next best action insights

The Next best actions dashboard widget displays the top ten ranked actions for the sales representative.

Next best action widget

Each action includes a tooltip 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 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.

Call Contact

This action is triggered if the contact associated with an existing opportunity has a customer lifetime value (CLV) greater than 400.

Customer lifetime value (CLV) is a prediction of the net profit generated as a result of an organization's entire future relationship with a customer. CLV applies to both business-to-business (B2B) and business-to-consumer (B2C) customers.

Default ranking: 100

Follow up on an open CRM service case

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 created in either application. If the contact has multiple open service cases, the oldest service case is displayed first.

Default ranking: 95

Drive digital activity

For this action, 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 to an organization and the website, download, or subscription activity falls below the specified default value of 0.9 for website activity, 0.2 for download activity, and 0.2 for subscription activity, indicating a decrease in activity above normal.

Default ranking: 90

Drive Contact growth

For this action, the application calculates a ratio that compares the number of contacts added in the past 30 days to the number of contacts added in the past 90 days. The action is triggered when an opportunity is linked to an organization, and the contact growth for the organization falls below the default value 0.4, indicating that the rate of adding new contact has declined below normal.

Default ranking: 85

Create renewal Opportunity

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

Default ranking: 80

Call Organization

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

Default ranking: 75

Convey birthday wishes to Contact

This action is triggered on the contact’s actual birthday if the contact is linked to an opportunity. The action is available for seven days.

Default ranking: 65

Send the product data sheet

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

Default ranking: 60

Read competitive battle card for Competitor

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

Default ranking: 55

Add contract documents

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

Default ranking: 45

Create a new Opportunity for a household member

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.

Default ranking: 35

Send a thank you note

This action is triggered when an opportunity is won.

Default ranking: 25

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