Serie: Einrichten von CX Cloud, Digital und KI für Salesforce Service Cloud Voice
Integrieren Sie Einstein Next Best Action in Salesforce
- Erstellen eines OAuth-Clients für Salesforce Service Cloud Voice
- CX Cloud, Digital und KI für Salesforce Service Cloud einrichten
- Erstellen Sie Servicekanäle
- Zuweisen von Sicherheit auf Feldebene
- Create and assign presence statuses to user profiles
- Erstellen von Präsenzbenutzer- und Routingkonfigurationen
- Create backup queues for the flows
- Erstellen Sie Flows zum Weiterleiten von Experience- und Email Experience-Objekten
- Erstellen Sie Datensatzseiten für die Experience-Objekte
- Erstellen eines OAuth-Clients für Salesforce Service Cloud Voice
- Erstellen Sie eine Lightning-App für CX Cloud, Digital und KI für Salesforce Service Cloud
- Erstellen Sie eine Lightning-App für CX Cloud, Digital und KI für Salesforce Service Cloud
To provide agents with personalized Recommendations, you must integrate Einstein Next Best Action in Salesforce. The key components for the integration include:
- Strategy development for Recommendations – Create an effective strategy to capture the Recommendations that align with the business goals and customer needs. This requirement involves analyzing the customer data and behaviors to generate personalized and contextually relevant suggestions.
- Implementation of suggested actions – Design easy to act on suggestions to enhance customer engagement and decision-making processes, which use the predictive power of Einstein to deliver optimal Recommendations at the right moment.
The high-level steps to integrate Einstein Next Best Action in Salesforce include to create Recommendations, a Recommendation Strategy for Einstein Next Best Action and then refer the strategy in the Einstein Next Best Action component.
Salesforce uses a record-based approach for Recommendations similar to accounts and contacts. These Recommendation records are processed by strategies and linked to the flows. Strategies determine which Recommendations are presented using business rules, predictive models, and various data sources. For more information about creating a Recommendation, see Create Recommendations in the Salesforce documentation.
Create a Recommendation Strategy flow that determines how and when to present the Einstein Next Best Action recommendation on a Lightning page. For more information, see Create the Recommendation Strategy Flow for Next Best Action in the Salesforce documentation.
Create two Recommendation Strategies, for voice and messaging separately. You can either use the Flow Builder or the Strategy Builder to create the strategies. When you are using the Flow Builder, ensure that the following details are included in the flow:
- Verwenden Sie für eine Messaging-Strategie das Experience-Objekt, um die Datensätze zu filtern.
- Verwenden Sie für eine Sprachstrategie das Sprachanrufobjekt, um die Datensätze zu filtern.
- To select the particular Recommendation that you have created for the strategy, use the Recommendation object.
- To make the Recommendation available in the Einstein Next Best Action component, add an assignment element.
A simple Recommendation Strategy flow created using Flow Builder is shown for reference in the following illustration:
When you are using the Strategy Builder, ensure that the following details are included in the flow:
- Verwenden Sie für eine Messaging-Strategie das Experience-Objekt.
- Verwenden Sie für eine Sprachstrategie das Sprachanrufobjekt.
- Use the Load element to pull the details from a specific Recommendation.
Klicken Sie auf das Bild, um es zu vergrößern.
- Use the Branch Selector element to evaluate the user input and select the appropriate Recommendation to present.
Klicken Sie auf das Bild, um es zu vergrößern.
A simple Recommendation Strategy flow created using Strategy Builder is shown for reference in the following illustration:
For more information about Strategy Builder, see Write a Strategy Builder Expression in the Salesforce documentation.
Add the Einstein Next Best Action component to the Experience and the Email Experience Record page accordingly. The component is available from the Standard component list. For more information, see Add the Einstein Next Best Action Component to the Voice Call Record Page in the Salesforce documentation.
When you add the component to a record page, you can configure the component properties, such as Strategy Source and Action Strategy. Select Flow Builder or Strategy Builder as the strategy source and choose the appropriate Recommendation Strategy created for voice or message.
