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 Next best action section on the opportunity displays the suggested next best actions to take for that opportunity.

The home screen displays the top-ranked Next best actions for the sales representative.

Each item in the list displays the trigger and the action to take. Click Go to act on the suggested action.

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.

Leads or contacts may need immediate attention

This action is triggered if there is a negative sentiment for an email from a customer or prospect.

Default ranking: 100

These opportunities need follow-up

This action is triggered if there is no upcoming task, appointment, or recent updates for the opportunity.

Default ranking: 95

Follow up on open service case and provide customer an update

This action is triggered if there is a service ticket in the system.

Default ranking: 90

New leads assigned since last week

This action is triggered if initial outreach is needed for newly assigned leads.

Default ranking: 90

Emails need you to respond

This action is triggered if there are emails from customers or prospects that have not received responses.

Default ranking: 90

Emails need you to follow-up on

This action is triggered if you have not received a response to an email you sent to customers or prospects.

Default ranking: 85

You have leads that are inactive for more than X weeks

This action is triggered when there is no recent activity on the lead by the current owner.

Default ranking: 85

Get back in touch with contacts

This action is triggered if there is no recent interaction with contacts with open opportunities.

Default ranking: 80

Customer engagement is trending negatively

This action is triggered when the customer engagement parameter is trending downwards.

Default ranking: 75

Create renewal opportunity

This action is triggered when a contract is expiring.

Default ranking: 70

Convert interaction into a contact

This action is triggered when recent interactions are recorded with the email in an interaction.

Default ranking: 65

Update meeting outcome for appointments

This action is triggered if meeting notes are not updated for the past appointment with the customer or prospect.

Default ranking: 65

Contacts you met recently are missing key information

This action is triggered when contacts you recently interacted with are missing key information, such as work phone and work email.

Default ranking: 60

Gather more top-level contacts

This action is triggered when there are no senior-level contacts for an organization with open opportunities.

Default ranking: 55

Convey birthday wishes

This action is triggered when a birthday of a contact is coming up.

Default ranking: 50

Read competitive battle card for the competitor

This action is triggered when a competitor is added to an open opportunity.

Default ranking: 45

Add contract documents

This action is triggered when an opportunity enters the negotiation stage.

Default ranking: 40

Create new opportunity for household member

This action is triggered when a household member turns 18.

Default ranking: 35