How is Next Best Action used in practice?

Teams use it across sales, service, marketing, and operations to trigger the right action at the right time, like offering a discount, sending a follow-up, escalating a case, or launching a custom Flow. You define the logic. Salesforce delivers the prompt.

Do I need coding skills to use Next Best Action?

No. Most of the setup happens inside Salesforce’s Flow Builder and Recommendation Builder, both are admin-friendly, with drag-and-drop interfaces. If you want to extend it with Apex or APIs, Routine Automation can handle the technical side.

Which Salesforce clouds support Next Best Action?

NBA works across Sales Cloud, Service Cloud, Experience Cloud, Health Cloud, and Marketing Cloud, depending on your edition and configuration. It’s included in most Enterprise and Unlimited orgs, with 5,000 free strategy requests per month.

What are the main use cases for NBA?

Popular use cases include: Suggesting next outreach steps in Sales Guiding agents through complex support workflows Recommending upsell offers based on customer behavior Reducing churn with proactive retention actions Helping internal teams follow process and compliance rules

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