Next Best Customer versus Next Best Action versus Next Best Message
Key Takeaway
Next Best Customer tells reps who to engage, Next Best Action tells them what to do next, and Next Best Message tells them what to say. Next Best Message records aren't shared automatically, so reps see no Next Best Message recommendations until you grant them access to Territory Account Product Message Score records.
Next Best is a family of three recommendation tools in Life Sciences Cloud for Customer Engagement. The tools guide field reps on where to spend their time. Each tool reads scored or recommended records and shows reps ranked guidance, so reps don't have to guess. The three tools answer different questions, read different objects, and need different setup. A consultant must match the right tool to a requirement and know what each tool needs before reps see results.
The Next Best intelligent family
Next Best Customer, Next Best Action, and Next Best Message together make up the Next Best intelligent family. Each tool answers a different question for the rep and reads its own object.
| Question it answers | Object it reads | |
|---|---|---|
| Next Best Customer | Who to engage | Territory Account Score |
| Next Best Action | What to do next | Territory Account Recommended Action |
| Next Best Message | What to say during the visit | Territory Account Product Message Score |
Priya, a field rep, is planning her week. Next Best Customer ranks Dr. Chen's clinic near the top of her territory, so she picks that account. Next Best Action then suggests a visit to the clinic this week. Priya creates the visit. While she preps for the visit, Next Best Message shows her product messages ranked for Dr. Chen's account, so she knows what to say.