Guided Next Steps is a CRM home widget designed to help sales representatives take the right actions to strengthen relationships with accounts and contacts. It provides AI-driven recommendations that suggest meaningful next actions. Communication patterns, frequency, and tone are analyzed to identify gaps or opportunities (e.g., follow-ups, unanswered questions, overdue check-ins). Contextual next steps are then suggested and displayed in the Guided Next Steps widget.
The data needed for recommendations is processed using background jobs. To generate recommendations based on previous customer interactions, schedule and activate the Generate Customer Interaction Based Recommendations job using the New Database Task Schedule assistant. AI-based recommendations consider interactions for the top 20 customers per representative, ranked by total revenue from customer evaluations. Therefore, the Populate Customer Evaluation job must also be scheduled to run before recommendations can be created.
Business mails stored in CRM are also considered when recommendations are generated. A summary is created for each business mail and recommendations are then generated based on the summary and insights. To receive AI recommendations based on emails, the Generate Business Mail Recommendations job must be scheduled and activated.
Non-AI recommendations are also provided to highlight inconsistencies or action items. On the Recommendation Settings page you can define which recommendations you want. Schedule and activate the Generate Non AI Recommendations job to receive rule-based recommendations.
The background jobs can be scheduled to run e.g., daily or weekly depending on the data volumes.
The background jobs will generate the Guided Next Steps recommendations. Recommendations that are generated for your user are shown in the My Recommendations page.