Definition
In Salesforce Einstein Next Best Action, a record that represents a specific offer or action to suggest to a user, containing a name, description, acceptance label, and rejection label displayed through the recommendation component.
Real-World Example
At their company, a sales rep at Pinnacle Corp leverages Recommendation to manage and organize customer data more effectively. They configure Recommendation to ensure the sales and service teams have a unified view of every customer interaction, from initial contact through ongoing support. This setup reduces duplicate data entry and improves cross-team collaboration.
Why Recommendation Matters
In Salesforce Einstein Next Best Action, a Recommendation is a record that represents a specific offer or action to suggest to a user, containing a name, description, acceptance label, and rejection label displayed through the recommendation component. Recommendations are the candidate actions that strategies evaluate and surface to users based on strategy logic.
Designing recommendations thoughtfully is part of Next Best Action effectiveness. Recommendations should be clear, actionable, and specific enough for users to understand what they're being asked to do. Mature programs maintain recommendation libraries, iterating on wording based on acceptance rates and outcomes. The library is the pool of possible actions that strategies pick from based on customer context.
How Organizations Use Recommendation
- •TrueNorth Software — Maintains a recommendation library of sales actions that their Next Best Action strategies can surface based on context.
- •CloudNine Solutions — Iterates on recommendation wording based on acceptance rate data to improve user engagement.
- •Apex Analytics — Treats recommendation library curation as part of their Next Best Action program management.