---
schema_version: "1"
id: 4a0cd638254040d449debb79681a8eddb499ea70f7bdb9b9b64245a76c0aa076
title: Set Up a Next Best Action
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_conversation_intelligence_nba.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_nba.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bca325bddcc87f3493c0017333e13a025cf62cd0941625e9ed6cff9bbbc3bca8
description: If you created a rule that triggers a next best action, set up an Einstein Next Best Action component to show recommendations to support reps based on keywords during a conversation or intelligence signals from your telephony system. To determine which recommendation to show a support rep, the Next Best Action component evaluates an incoming signal using the predefined action strategies.
products:
  - Service Cloud
release: "264"
---
# Set Up a Next Best Action

If you created a rule that triggers a next best action, set up an Einstein Next Best Action component to show recommendations to support reps based on keywords during a conversation or intelligence signals from your telephony system. To determine which recommendation to show a support rep, the Next Best Action component evaluates an incoming signal using the predefined action strategies.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=platform.nba_ref_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

To show the recommendation, pass the keyword or detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page.

- **[Create the Recommendations](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendations_create.htm&release=264.0.0&type=5)**  
    Create recommendations that suggest the next best action for support reps while they’re working with your customers. For each recommendation, you specify an action, which is configured as a part of the Conversation Intelligence rule.
- **[Create the Recommendation Strategy Flow for Next Best Action](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendation_strategy_create.htm&release=264.0.0&type=5)**  
    To determine how and when to present the Einstein Next Best Action recommendation on a Lightning page, create a Recommendation Strategy flow with Flow Builder. In the flow, use the keywords or signals to show the right recommendations.
- **[Pass the Rule Name as Input to a Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_rule_pass.htm&release=264.0.0&type=5)**  
    To pass a list of keywords to a Next Best Action or autolaunched flow, add an input variable that stores the Conversation Intelligence rule developer name. To use the keywords in a flow, add the input variable to the flow.
- **[Add the Einstein Next Best Action Component to the Record Page](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_add_nba_to_record_page.htm&release=264.0.0&type=5)**  
    Add the component to the Voice Call or Messaging Session record page so that support reps see the Next Best Action recommendation.

#### See Also

- [Einstein Next Best Action](https://help.salesforce.com/s/articleView?id=platform.einstein_next_best_action.htm&type=5&language=en_US)