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            Launch a Flow When a Recommendation Is Accepted

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            Launch a Flow When a Recommendation Is Accepted

            Each recommendation is associated with a single flow. By default, Next Best Action launches a flow when a user accepts a recommendation. The flow then performs an action, such as updating a case or sending an email.

            Required Editions

            View supported editions for Next Best Action.
            User Permissions Needed
            To open, edit, or create a flow in Flow Builder: Manage Flow
            To create and save Lightning pages in the Lightning App Builder: Customize Application
            To run a recommendation strategy on a Lightning record page:

            Run Flows

            OR

            Flow User field enabled on the user detail page

            For example, on a case, display a recommendation to the service agent to upsell a premium service to the customer. When the agent accepts the recommendation, an autolaunched flow updates the case and the customer’s order history and sends a receipt via email.

            Or say that you have an autolaunched flow that sends a templated marketing campaign email to a customer. Your service agents have to determine whether your customers are eligible for this campaign. Doing so involves several clicks and complex calculations. Instead use Next Best Action to check the customer’s eligibility and prompt the agent to accept the recommendation and launch the flow.

            1. In Flow Builder, configure a flow that’s associated with a recommendation. Be sure to activate the flow because Next Best Action can’t call an inactive flow from a recommendation.
            2. Add a flow action.
            3. To add the flow, edit the recommendation.

            See Also

             
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