A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers…

Einstein Next Best Action is designed to provide real-time, intelligent recommendations to users directly within their workflow. It uses a combination of business rules, predictive models, and data from various sources to determine the best action to take for a specific customer at a specific moment. In this scenario, a strategy could be built to only display an upsell recommendation to the service agent if the customer's sentiment is positive, their case has just been successfully resolved, or their customer satisfaction (CSAT) score is high. This directly addresses the need to make offers only when customers are most receptive.

B. Service Analytics Predictions: This tool provides dashboards and predictive insights into service KPIs, such as predicted CSAT, but it does not deliver real-time, actionable recommendations to agents on a specific record.

C. Visual Remote Assistant: This is a tool for agents to provide interactive, visual guidance to customers to solve technical problems and is not related to determining the appropriate time for a sales offer.

1. Salesforce Help - Einstein Next Best Action: "Einstein Next Best Action lets you display the right recommendations to the right people at the right time... Create and display offers and actions for your users that are tailored to meet your unique criteria. Develop a strategy that applies your business logic to refine the recommendations, which are stored in the ActionRecommendation object." This directly supports using NBA to apply business logic (e.g., high CSAT) to surface recommendations (upsell offers).

2. Salesforce Help - Get Started with Strategies: "A strategy is the flow that loads recommendations, checks which ones are allowed for the current user, filters them based on record context and other criteria, and sorts them." This confirms that NBA strategies can filter recommendations based on the context of the customer interaction.

3. Salesforce Help - Service Analytics: "The Service Analytics app gives you a complete view of your service business... It includes dashboards that show you everything from a high-level overview of your service performance to your agents’ caseloads." This highlights its function as an analytical tool for performance overview, not a real-time recommendation engine for individual interactions.