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Create a Strategy with Strategy Builder
Once you’ve created flows and recommendation records, use Strategy Builder to funnel the correct recommendations to your users at the right time.
Required Editions
Before you start creating strategies, make sure that you create flows and recommendation records that you can use in your strategy.
| View supported editions for Next Best Action. |
| User Permissions Needed | |
|---|---|
| To create or manage action strategies: | Modify All Data OR Manage Next Best Action Strategies |
| To run an action strategy: | Run Flows OR Flow User field enabled on the user detail page |
- Open Strategy Builder. From Setup, enter Strategies or Next Best Action in the Quick Find box, select Next Best Action, and click New Strategy.
- Give your strategy a name and a description.
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Select a context object from Object Where Recommendations
Display.
Note The object that you choose here provides the context for your entire strategy.For example, if you plan to use this strategy on Case pages, select Case. When the strategy executes and resolves your expressions, the Next Best Action engine interprets the incoming recordId as a case object. The engine has to know to what type of object the pages belong to resolve expressions correctly. Linking your strategy to a specific object also enables Strategy Builder to provide intelligent assistance in other areas, such as the Test feature.
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Drag the appropriate elements onto the canvas.
Note It’s best to start by adding a Load element, as loading recommendations is the first step in any strategy.
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Order your elements to make sure that recommendations are flowing through the correct
branches.
Note Elements are divided into two main categories: Recommendation Logic and Branch Logic. Recommendation Logic elements act directly on the recommendations flowing into the element by filtering, sorting and limiting. Branch Logic elements act as gates, using context information, such as the recordId of the page the user is viewing, to decide which sets of recommendations to allow.
- Save any changes to your strategy.
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To make sure it’s working as expected, test your strategy.
Note If your strategy isn’t running properly or you see an unexpected error, try using the Inspector tab to find the problem.
- Display your strategy using the Suggested Actions component in Experience Builder or the Einstein Next Best Action component in Lightning App Builder.
- Write a Strategy Builder Expression
Create unique expressions using logic from the Salesforce expression builder to filter recommendations, select or deselect branches, and determine which recommendations are available for consideration in a strategy. - Create a Strategy Builder Action Strategy Connection
Use Apex actions to integrate external data sources and information from your Salesforce org into your strategies. - Create a Custom Notification Flow for Next Best Action
Create a trigger in Process Builder to receive direct notifications about errors occurring in your strategies. Launch a flow to send error information to your desired targets. - Create, Package, and Distribute a Strategy Builder Template
Enterprise developers can create and package strategy templates from Developer Edition orgs for use in multiple Salesforce orgs. Independent software vendors can also publish templates on AppExchange for distribution to their subscribers. Strategies not marked as templates in managed packages have intellectual property (IP) protection and can’t be edited or cloned. IP protection safeguards proprietary information in your strategies.
