--- schema_version: "1" id: 7ec791b4dc52b4c919272e6019cef5c311d4f25b0800ee48e1c7afdd49374e7f title: Create the Recommendation Strategy Flow for 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_recommendation_strategy_create.md canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendation_strategy_create.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 3ef74ebc7c9d00f9c3d82674132c180d5e4732abc911832340b701820e138e32 description: 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. products: - Service Cloud release: "264" --- # Create the Recommendation Strategy Flow for Next Best Action 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. ### Required Editions
View supported editions.
Flow Builder offers more flexibility and power than Strategy Builder. Flow Builder can also better integrate with customer data in Salesforce. To understand the Flow Builder limitations, review the flow limits. When you create a Recommendation Strategy flow, it comes preconfigured with a recordId and outputRecommendations variables. To pass input to the flow, add variables to the flow. For details, see [Input Variables for the Recommendation Strategy Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendation_strategy_flow_vars.htm&release=264.0.0&type=5 "To pass input to the Recommendation Strategy flow, add variables to the flow. Creating a Recommendation Strategy flow adds the recordId and outputRecommendations variables, by default."). 1. From Setup, in the Quick Find box, enter Flows, and then select **Flows**. 2. To create a Recommendation Strategy flow, click **New Flow**, select **Start from Scratch**, and then click **Next**. 3. Select **Recommendation Strategy** and click **Create**. 4. To add the other required variables, intelligenceSignals and ruleDevName, open the Toolbox. For each additional variable, click **New Resource**, and select **Variable** as the resource type. For variable settings, see [Input Variables for the Recommendation Strategy Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendation_strategy_flow_vars.htm&release=264.0.0&type=5 "To pass input to the Recommendation Strategy flow, add variables to the flow. Creating a Recommendation Strategy flow adds the recordId and outputRecommendations variables, by default."). ![New Resource page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_new_resource_intelligenceSignalsVariable.png) 5. To check which Conversation Intelligence rule was triggered and route the call to the appropriate NBA, add a Decision element to the flow. For each NBA that you want to display, add an outcome branch with these settings. 1. In the Label field, enter a name that identifies the NBA. 2. In the Condition Requirements field, select **All Conditions Are Met (AND)**. 3. In the Resource field, select **ruleDevName**. 4. In the Operator field, select **Equals**. 5. In the Value field, enter the developer name of your Conversation Intelligence rule. If the flow suggests an auto-complete value matching your Decision path name, do not select it. It points to the Decision Outcome, not the developer name of the rule. 6. To get the Recommendation records, add a Get Records element below each decision branch. To filter what recommendations are retrieved, add conditions. For example, add a condition based on intelligenceSignals fields, such as intelligenceSignals.category or intelligenceSignals.matchedKeywords. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png) Tip To find the Recommendation record name, go to App Launcher, search for Recommendations, and copy the name from the record. ![New Get Records page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_recommendation_strategy_getRecords.png) 7. To assign the retrieved recommendation records to the outputRecommendations record variable, add an Assignment element to the flow. ![Edit Assignment page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_nba_add_Assignment_node.png) 8. Save and activate the flow. ![Edit Assignment page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/voice_intelligence/voice_strategy_flow_NBA.png) - **[Input Variables for the Recommendation Strategy Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_recommendation_strategy_flow_vars.htm&release=264.0.0&type=5)** To pass input to the Recommendation Strategy flow, add variables to the flow. Creating a Recommendation Strategy flow adds the recordId and outputRecommendations variables, by default. #### See Also - [Building a Strategy](https://help.salesforce.com/s/articleView?id=platform.nba_building_a_strategy.htm&type=5&language=en_US) - [Flow Builder](https://help.salesforce.com/s/articleView?id=platform.flow.htm&type=5&language=en_US) - [Flow Elements](https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements.htm&type=5&language=en_US)