Display the Next Best Conversation for a Customer in the Agent Interface
Follow the steps below to display information about the Next Best Conversation to have with a customer in your Salesforce Core agent interface.
Step 1: Add the Next Best Conversation Panel to your Salesforce agent interface
In Salesforce Core, add the Next Best Conversation panel to your agent interface. This panel provides agents with various options for the next best conversation to have with a customer.
You should have already completed this step as part of your initial setup.
Step 2: Create a Salesforce-specific Touchpoint
In MXO, create a Salesforce-specific Touchpoint if it does not already exist.
Example details:
| Field | Value |
|---|---|
| Channel | Assisted |
| Name | Call Center Salesforce |
| Base URI | assisted://callcenter |
Step 3: Create an Interaction Point
In MXO, create an Interaction Point as a placeholder to return Next Best Conversation content in the Salesforce Core UI.
Example details:
| Field | Value |
|---|---|
| Interaction Point Name | Next Best Conversation |
| Interaction Point Path | /nbc |
Step 4: Create an Optimization Point
In MXO, create an Optimization Point to configure the arbitration ranking strategy for the Next Best Conversation logic.
Example details:
| Field | Value |
|---|---|
| Name | NBC |
| Element Path | nbc |
| Number of Actions Returned | 3 |
| Specify Content Position | Replace |
| Action Selection | Let MXO choose |
| Priority Rule | Interest and Marketing priority |
| Proposition Scope | All Propositions |
| Viewpoint | NBC |
Step 4: Create and Configure Your Next Best Conversation Assets
In MXO, create and configure which Assets to display in the Next Best Conversation panel.
You can create and configure your own Assets for this step, or use any existing Assets you might have.
If required, add positive, negative and neutral response codes and corresponding URLs for each Asset. You can use these response codes and URLs to provide your agents with further information about how to continue their conversation with a customer, based on the customer's initial response.
For example, if a customer responds positively when asked if they are interested in signing up for another product, you can direct the agent to the relevant signup form. If a customer responds negatively, you can ensure they are not asked about the same offer again, the next time they call.
Ensure the viewpoint for each Asset is set to NBC.
Step 5: Create an Action for each Next Best Conversation Asset
In MXO, create a Dynamic Content Action for each Next Best Conversation Asset you want to test, setting the appropriate Proposition and (optionally) eligibility for each one.
Step 6: Publish Your Changes
In MXO, publish your changes to push them to your live environment.
Step 7: Check that NBC Assets Appear in the Agent Interface
In Salesforce Core, check whether or not your Next Best Conversation Assets are available in the agent interface by viewing that information for an individual contact record.
Navigate to the page containing the widgets and provide your MXO login credentials when requested.
