Create a custom report type to report on and track recommendation data and strategy
metrics. You can see the monthly total recommendations that a Salesforce org’s strategies served.
And you can analyze which recommendations are accepted and rejected, who responds to them, and
more.
Modify All Data or Manage Next Best Action Strategies
Salesforce updates recommendation strategy metrics each time a strategy is executed or a
recommendation is accepted or rejected. Analyze usage metrics to better understand how your
strategies are performing. Use this knowledge to improve your strategies’ logic and increase
their effectiveness.
For example, run A/B tests on two different strategies and compare their
relative performance. If your service agents accept more recommendations served from Strategy B,
use metrics to discover why.
For complete instructions on creating custom report types, search for Create a Custom
Report Type in Salesforce Help.
For strategy-level data that’s aggregated for each calendar month, use the Recommendation
Strategy Metrics primary object. For recommendation-level details, use the Recommendation
Reactions primary object instead.
Using the Recommendation Strategy Metrics primary object, combine fields from it (like
Recommendation Source ID) and the related strategy (like Context Record Type). Using the
Recommendation Reactions primary object, include fields to report on, such as Context Record
ID, Created Date, Last Modified Date, Recommendation Score, and Source ID.
To analyze a strategy’s performance, group your strategy executions by recommendation
source ID, and the number of times a recommendation was served, accepted, and rejected. To
compare performance between two different strategies, group your strategy executions by
recommendation source ID. Add useful metadata to your report, such as recommendation
description and create date.
Deploy the report types you want to make available to users.
Let users know that they can create reports using these custom report types.
Users can also create dashboards from the custom report type.
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