系列： 为 Salesforce Service Cloud Voice 设置 CX Cloud、Digital 和 AI
在 Salesforce 中集成 Einstein Next Best Action
- 为 Salesforce Service Cloud Voice 创建 OAuth 客户端
- 为 Salesforce Service Cloud 设置 CX Cloud、Digital 和 AI
- 打造服务渠道
- 分配字段级安全性
- Create and assign presence statuses to user profiles
- 创建状态用户和路由配置
- Create backup queues for the flows
- 创建流程以路由体验和电子邮件体验对象
- 为体验对象创建记录页面
- 为 Salesforce Service Cloud Voice 创建 OAuth 客户端
- 为 Salesforce Service Cloud 的 CX Cloud、Digital 和 AI 创建 Lightning 应用程序
- 为 Salesforce Service Cloud 的 CX Cloud、Digital 和 AI 创建 Lightning 应用程序
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:
- 对于消息传递策略，使用经验对象来过滤记录。
- 对于语音策略，使用语音呼叫对象来过滤记录。
- 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:
- 对于消息传递策略，请使用体验对象。
- 对于语音策略，请使用语音呼叫对象。
- Use the Load element to pull the details from a specific Recommendation.
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- Use the Branch Selector element to evaluate the user input and select the appropriate Recommendation to present.
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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.
