FAQs

What is an AI-powered next step recommendation/next best action in CRM?

Next Best Action analyzes historical CRM data, activities, and success patterns to recommend the most effective next step to achieve the desired goal. It provides real-time, contextual guidance with confidence scores and a clear action reasoning summary explaining why the action is recommended.

This helps guide users on what to do next, identify the best action required, and understand why each action matters. It assists new joiners, prioritizes high-impact activities, supports continuous learning within CRM, and helps improve outcomes such as revenue growth and customer retention.

How do AI recommendations prioritize leads and opportunities?

Next Best Action analyzes historical CRM data, engagement signals, and activity patterns to rank leads and opportunities. It ensures your team focuses on high-value prospects first, improving pipeline efficiency and increasing conversion rates.

Can AI suggest actions for customer service cases?

Yes. Next Best Action recommends the best follow-ups, escalations, or email responses for cases. This helps teams resolve issues faster, maintain momentum, and improve overall customer satisfaction.

Is Next Best Action capable of learning from past sales outcomes?

Absolutely. Next Best Action learns from historical wins, losses, and CSAT data. Its recommendations replicate proven success patterns, increasing deal closure rates and improving forecasting accuracy.

How do confidence scores help CRM users?

Confidence scores help CRM users understand how certain the AI is about each recommendation, indicating reliability, guiding priority actions, supporting better judgment, and increasing trust through transparency.

Can AI recommend follow-ups for stalled opportunities?

Yes. Next Best Action detects inactivity and declining engagement, automatically suggesting timely follow-ups to revive stalled deals and prevent potential revenue loss.

How to Turn On Power Automate Cloud Flows for Next Best Action?

1. Navigate to the Next Best Action Solution

• Go to Power Apps (https://make.powerapps.com).

• From the left navigation menu, click Solutions.

• Search for and open the solution named Next Best Action.

• Ensure you are in the correct environment where the solution is deployed.

1. View Cloud Flows and Check Status

• Inside the Next Best Action solution, locate the left-hand menu.

• Click Cloud Flows.

• From the list, you can view the status of each flow, which may be On or Off (for example, NextBestAction - Digests).

3. Open and Turn On the Required Flow

• Click the specific flow you want to activate (for example, NextBestAction – Digests).

• This will open the flow details page where you can view its configuration and status.

• On the top command bar, locate the Turn On button.

• Click Turn On to activate the flow.

• Once enabled, the flow status will change from Off to On.

4. Verify the Flow Status

• Navigate back to the Cloud Flows list within the solution.

• Check the Status column for the flow.

• Confirm that it displays On, indicating the flow is successfully activated.