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 Actions 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.

Follow-up on inactive orgs

This next best action is displayed in the system when organizations with an open opportunity show a negative trend for the download, subscribe, or login activities.

Default ranking: 100

Urgent follow-up required

This next best action is displayed when sales representatives receive emails that have a negative sentiment, from contacts or leads, so that they can take immediate action to improve communication.

Default ranking: 100

Follow up on open service case and provide customer an update

This next best action is displayed in the system when a contact has an open service case that was created in either Pega Sales Automation or Customer Service applications. If a contact has multiple open service cases, the oldest service case is displayed first.

Default ranking: 95

Update/follow-up on the stale opportunities

This next best action is displayed when no sales rep has acted upon the opportunity within the last two weeks.

Default ranking: 95

Reply to email

This next best action is displayed when emails from contacts or leads have been waiting for a reply from a sales rep for more than 2 days. This helps remind the sales representatives to reply to their unanswered emails.

Default ranking: 90

Review the new leads

This next best action is displayed when new leads are assigned to a sales rep, so that they can do the initial outreach to those leads or if there is any lead in the system that has not had any interaction within the last week.

Default ranking: 90

Review and close the lead

This next best action is displayed when there is no interaction on the lead by the currently assigned owner in the last two weeks from the time of assignment.

Default ranking: 85

Send a reminder

This next best action is displayed when contacts or leads do not reply to emails sent by sales representatives within 2 days, so that sales representatives can follow up on their unanswered emails.

Default ranking: 85

Reach out to critical contacts

This next best action is displayed when there is no interaction made for a contact that has open opportunities in the last two weeks, or if there is any contact in the system with open opportunities with this contact set as primary and there is no interaction made on this contact in the last two weeks.

Default ranking: 80

Create renewal opportunities

This next best action is triggered when a contract is expiring.

Default ranking: 70

Create contacts for recently interacted prospects

This next best action is displayed when a sales rep interacted with a prospect by exchanging emails or creating appointments in last two weeks, but there is no contact or lead associated with these interactions in the system.

Default ranking: 65

Update notes for past appointments

This next best action is displayed after 24 hours from the start of an appointment if there are no meeting notes made on the appointment, or on the pulse post of the work objects associated with the appointment.

Default ranking: 65

Update contacts data with missing key information

This next best action is displayed when the contact that the sales rep recently met has any of the key information missing. Work email address, work phone number, title, and department for B2B contacts are considered the key information for contacts within organizations. 

Default ranking: 60

Create more top-level contacts

This next best action is displayed when there are no top-level contacts for organizations owned by the sales rep and when there is at least one open opportunity associated with these organizations.

Default ranking: 55

Convey birthday wishes

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

Default ranking: 50

Read battle card for competitor

This next best action is displayed in the system when a user adds a competitor to an opportunity.

Default ranking: 45

Add contract document

This next best action is displayed when there is no contract-type document already attached to the opportunity, while this opportunity is in the negotiation stage.

Default ranking: 45

Create new opportunity for household member

This next best action is displayed so that a sales rep creates a new opportunity when a household member for an opportunity contact turns 18 in the current month. This action applies only to individual opportunities and is displayed for the entire month.

Default ranking: 35