Salesforce Next Best Action: A Comprehensive Setup Guide for Real Estate Investors

The following post-install steps are required only for pre-existing Left Main customers. Next Best Action is preconfigured by default for all incoming customers.

Renee Duncan
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219 steps
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17 minutes

Salesforce

- All orgs receive 5,000 Next Best Action strategy requests per month at no charge. For additional requests, Salesforce will provide an add-on.<https://help.salesforce.com/s/articleView?id=sf.nba_perms_and_entitlements.htm&type=5> - There is no Strategy Builder limit. However, for each Strategy canvas, we can load up to 1000 records of recommendations.<https://help.salesforce.com/s/articleView?id=sf.nba_strategy_elements_load.htm&type=5> - No limit on recommendations. Flows respect general flow limitations. <https://help.salesforce.com/s/articleView?id=sf.flow_considerations_limit.htm&type=5>

For easy reference, below are the new flows associated with Next Best Action.

Enable User Settings

From your org, click here.

Click "Setup"

Click the "Quick Find" field.

Type and click on "Users"

For users to have the necessary access to the Next Best Action feature, enable "Flow Users" for applicable users in "User Profiles." Start by clicking "Edit" next to the user.

Check the "Flow User" field.

Click "Save"

Enable "Einstein Next Best Action - Unlimited Requests" for applicable users by clicking on each users name...

...select "Permission Set Assignments"

Click "Edit Assignments."

Ensure "Einstein Next Best Action - Unlimited Requests," "Left Main User" and "Left Main Cadences" are selected added to the "Enabled Permission Sets" column.

Click the "Add" arrow to add it to the "Enabled Permission Sets" list.

Click "Save."

Ensure Read/Write Visibility is On For Certain Fields On Lead/Opportunity Objects (otherwise user will encounter error when rejecting a recommendation)

Depending on your org's current settings, fields that may need visibility turned on are "has cadence," "last recommendation rejected," "number of days since last outgoing call" and "number of days since last out text."

Click waffle icon and select "Left Main+."

Click "Leads"

Click here.

Click "Fields & Relationships"

Click the "Quick Find" field, and type "has cadence."

Click "Has Cadence"

Click this button field.

Click this checkbox to select all checkboxes and set field to visible.

Click this button.

Click "Fields & Relationships"

Click the "Quick Find" field and type "last recommendation."

Click "Last Recommendation Rejected"

Click this button field.

Select all "visible" checkboxes.

Click this button.

Click "Fields & Relationships"

Click the "Quick Find" field.

Type "number of days"

Click "Number of Days since Last Out Text"

Click this button field.

Select all "visible" checkboxes.

Click this button.

Click "Fields & Relationships"

Click the "Quick Find" field.

Type "number of days" and click "Number of Days since Last Outgoing Call"

Click this button field.

Select all "visible" checkboxes.

Click this button.

Save New Lead and Opportunity Strategy Templates

Return to "Setup."

Type "next best action" and click the "Quick Find" field.

Click here.

Click "Edit"

Click "Save As"

Update the "Name," "API Name" and "Description" fields to something different from the original lead strategy template, and make it easily identifiable by your team.

Click "Done"

Click "Save"

Click "Back."

To update the "Opportunity Strategy," click here.

Click "Edit"

Click "Save As"

Update the "Name," "API Name" and "Description" fields to something different from the original opportunity strategy template, and make it easily identifiable by your team.

Click "Done"

Click "Save"

Click "Back."

Confirm "Do not call" and "Do not mail" Fields are Visible on All Lead Page Layouts

Click "Leads"

Click here, and click "Edit Object."

Click "Page Layouts"

Click "Lead Layout"

Click and drag the "Do not call" and "Do not mail" fields to the preferred spot on your page layout...

See example below.

Click "Save," and repeat these steps for all lead page layouts in use.

Depending on your org's security settings, you may need to turn on field-level visibility for the "do not call," "do not mail" and "lead status" fields. To confirm, return to "Fields and Relationships," and type "do not call" in the "Quick Find" field.

Click "Do Not Call"

NOTE: if your org is using a separate, custom "Do Not Call" field with a different API name, you'll need to update the field in the "Lead Strategy Builder" by following these steps: From "Setup," click the "Quick Find" field...

Type and click "Next Best Action"

Edit your custom "Lead Strategy" template.

Double-click "Branch Selector."

Click the "Filter Expression" field under "Branch 4: Lead Call a lead Recommendation" and scroll to the right to where it says "DoNotCall" to update the field.

Click "Done"

Click "Save."

From the standard "Do Not Call" field or the custom field your org uses, click this button field.

Click "Visible" and ensure all "Visible" checkboxes are selected.

Click this button.

Click "Fields & Relationships"

Type "Do Not Mail" in the "Quick Find" box, and click "Do Not Mail."

Click this button field.

Click "Visible" and ensure all "Visible" checkboxes are selected.

Click this button.

Click "Fields & Relationships"

Type "lead status" in the quick find box and click "Lead Status."

Click this button field.

Ensure visibility checkboxes are checked.

Click this button.

Modify Opportunity Stage Verbiage in the "NBA - Set Appointment" Flow to Match Your Org's Stages

Click here.

Click "Setup"

In the "Quick Find" field, type and click "Flows."

Click "NBA - Set Appointment Flow"

Click "Save As"

Update the "*Flow Label" and "Flow API Name" fields to a custom name that makes sense for your org, then click "Save"

Click "Update Opportunity Stage."

Click "Edit Element."

If you've previously customized stage names, click the "Value" field and adjust the value to the appropriate "Opportunity Stage Name" that would be similar to "Appointment Set."

Click "Done"

Click "Save"

Click "Debug"

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Click "Run"

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Click "Activate"

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Click the "Back" icon.

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Click "NBA - Set Appointment Flow" (the original flow created by Left Main)

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Click "Deactivate"

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Click here.

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You should now see duplicate flows, one that is active and one that is inactive.

Make the "Recommendations" Page Layout Visible

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Click here, and type "recommendations."

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Click "Recommendations"

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Click the "Select a List View" arrow and select "All Recommendations"

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Click here.

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Click here.

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Click "Edit Object"

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Click "Page Layouts"

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Click "Page Layout Assignment"

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Click this button field.

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Click the first "Not Assigned" line...

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Then press and hold the SHIFT key on your keyboard, and select the last "Not Assigned" line to select all.

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Click this dropdown, and select "Recommendation Layout."

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Click this button.

Add and Edit Built-In "Recommendations" or Create New "Recommendations"

Alert! We've included this section for reference to allow customers to see the process for building the initial set of recommendations. If you prefer to start small, we recommend starting with the Call and Text recommendations on the Lead object.

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Navigate back to "Recommendations."

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Click "New"

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Type "Add Cadence" in the name field and "Do you want to add a Cadence to this Lead/Prospect?" in the description field. Then click "Upload Image"

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Click "Asset Library"

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Click "LM Add Cadence 1000x380"

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Click "Add"

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Type "Cadence" in the "Category" field.

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Click "Lead" in the object dropdown.

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Type "Let's do it!" in the "Acceptance Label*" field. Select "NBA - Cadence Screen Flow" in the "Action" dropdown. Type "No thanks!" in the "Rejection Label*" field.

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Click "Save & New"

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Create an "Add Opportunity Cadence" recommendation as seen below.

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Click "Save & New"

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Create an "Appointment attended?" recommendation as seen below.

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Click "Save & New"

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Create a "Call a lead" recommendation as seen below.

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Click "Save & New"

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Create a "Document appointment" recommendation as seen below.

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Click "Save & New"

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Create a "Prepare for appointment" recommendation as seen below.

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Click "Save & New"

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Create a "Set appointment" recommendation as seen below.

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Click "Save & New"

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Create a "Text a lead" recommendation as seen below.

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Click "Save"

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Create a "Post Appointment" recommendation as seen below.

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Click "Save & New"

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Finally, create a "Deal Analysis" recommendation as seen below.

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Click "Save"

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To see the complete list view of "Recommendations," return to the "Recommendations" page from here.

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Your list should look something like this unless you've added custom recommendations.

Activate Einstein Next Best Action on the Lead Page Layout(s)

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From Left Main+, click "Leads"

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Open a lead record.

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Click here.

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Click "Edit Page"

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Click and drag the "Einstein Next Best Action" component to your desired spot on the page layout.

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Ensure the "Strategy Source" is set to "Strategy Builder"

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In the "Action Strategy" dropdown, select "Custom Lead Strategy" or the lead strategy you customized for your team.

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Select a maximum number of recommendations displayed from the dropdown. We recommend 2-4.

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Mark the "Launch Flow on Rejection" box as checked.

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Click "Save"

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Click "Activation..."

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Click "Close"

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Click "Back"

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You can review the results here.

Add the "Call Script" Tab to the Lead Page Layout(s)

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From any lead record, click the gear icon and select "Edit Page."

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Click on the "Details" tab to display the component settings.

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On the right, click "Add Tab."

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Click on the 2nd "Details" button, and select "Custom" in this dropdown.

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Type "Call Script" in the "*Custom Label" field and click "Done."

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Click on the newly created "Call Script" tab, then click and drag "Flow" to the "Add Component(s) Here" area.

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Click on the newly added Flow component to activate the settings menu on the right.

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Click the "Flow" field on the right and select "NBA - Call Screen Flow" from the dropdown.

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Ensure the "Pass all field values from the record into this flow variable" and "Pass record ID into this variable" boxes are checked. Otherwise, the Call Script won't pull in the lead's information.

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Click "Save"

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Click "Activation..."

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Click "Close"

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Click this icon.

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Click "Call Script"

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The "Call Script" tab should now look something like this.

Activate Einstein Next Best Action on the Opportunity Page Layout(s)

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From Left Main+, click "Opportunities."

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Open an opportunity record.

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Click here.

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Click "Edit Page."

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Click and drag the "Einstein Next Best Action" component to the preferred area on your page layout.

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Ensure the "*Strategy Source" dropdown is set to "Strategy Builder." And don't worry about the red error, as it will disappear in the following steps.

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Set the "Action Strategy" dropdown to "Custom Opportunity Strategy" or the opportunity strategy you customized for your org.

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Update the "Maximum Recommendations Displayed" field to the preferred number.

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Check the "Launch Flow on Rejection" checkbox.

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Click "Save"

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Click "Activation..."

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Click "Close"

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Click "Back"

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Your opportunity record should now look something like this.

Access Next Best Action Dashboard and Reports

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From Left Main+, click "Dashboards"

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Click "All Dashboards"

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Click "NBA Dashboard"

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If you click "Refresh," you'll see there's no data.

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To test the NBA Dashboard data feed, select "Leads"

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Click on a lead.

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Click "No thanks!"

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Enter a "rejection reason" in this field.

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Click "Next"

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Return to the NBA Dashboard and click "Refresh" to see the updated recommendations reports.

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Repeat previous steps for the Opportunity object by going to "Opportunities" and opening a record...

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If you don't see a recommendation, change the "Opportunity Stage" to "Appointment Set" or the equivalent in your org.

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Click "Mark as Current Stage"

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Click "Let's do it!"

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Enter the appropriate information in each field and click "Next."

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The opportunity record should automatically update once refreshed.

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Return to the NBA Dashboard and click "Refresh." You should see an updated "Opportunities with recom rejection" report.

Familiarize Yourself with Next Best Action Flows

Tip! Once acquainted and comfortable with Next Best Action, you will likely want to customize certain flows to fit your org and any custom fields your team has created.

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We recommend starting by replicating and editing the flows outlined in orange below.

Alert! The API name for fields in different orgs may vary. When selecting fields to be used in a flow, be sure you're using the API name associated with the field that's on your page layout. For example, in some cases you may use "Left_Main__Comp_1__c" but in others you may use "Comp_1__c."

Tip! As an example, the following steps in this section demonstrate how the Post-Appointment flow works on the Opportunity object. From here, you can determine what you'd like to edit.

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Click "Yes - Let's do it"

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Click here.

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Click here.

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Click here.

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Click here.

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Click here.

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Click this text field.

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Click "Next"

🥳 CONGRATULATIONS! 🥳

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You're now a Salesforce Einstein Next Best Action Master!