Next Best Action using Insight Cards and Power Automate

In one of my customer workshops, we discussed about next-best-action as conversation topic to improve the one-to-one engagement. One option, which can be implemented without writing a single line of code, is using insight cards and Power Automate. The following example is about new online services, which should be recommended to customers, who are not using them, if they called the customer service. The topic should disappear from the list of topics, if the customer is not interested or an email for registration is sent. The conversation topics can be extended with additional cards like birthday or open positions. The most significant down side is that the assistant is click-intensive for the user on phone, and it will be difficult to use it for other use cases like support of Sales People during a business day - but possible using "Show for", "Ranking" and "Security Role". 

Action create card for assistant V2 allows custom button logic

There are several templates in Power Automate to create standard action cards for the assistant. But if you want to create an action card with custom button logic you have to switch the newer Power Automate action to create a card for assistant. In this example, I created a custom action to send an email with details about the service and a link to the register page of the new online service. This action card will be shown to all team members (it is a static GUID, but could be changed to the customer service team or even to the contact's responsible user). The user can dismiss it or send an email by clicking on the button. What if the contact registers to the online service after the action card is created? There should be a trigger based flow which will delete the action card after the attribute for the online service usage is changed to "Yes". The unique identifiers are the card name (which should be unique) and the regarding object (in our example, it is a contact). The following screenshot shows, how the topics would be listed on the contact form: 


 

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