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Opportunity types

Analytics → Opportunities lists improvements that Flow finds for a team. Each opportunity has one of these types: An opportunity is a suggestion. Flow doesn’t create or change an automation or article until you apply it.

Before you begin

Confirm that you have the access this page needs:
  • You are an organization administrator, or you have the Creator or Manager role in a team that has Automations turned on. Organization administrators also need a team with Automations turned on. Without an eligible team, the list shows No team can use opportunities yet.
  • Your organization has opportunity analysis. If it doesn’t, Opportunity settings shows Opportunity analysis isn’t available for your organization. You can still turn off analyses that are on.
See Creating automations for how team roles work.

Turn on analysis

Flow finds opportunities only when an analysis runs. Each team has two analyses:
1

Open Analytics → Opportunities, and select Opportunity settings.

2

Choose the team.

Select a team in Team. Each team has its own settings.
3

Turn on an analysis.

Turn on the switch beside Resolved conversations, Knowledge and automation conflicts, or both.
4

Set the schedule.

In Frequency, choose Daily or Weekly. For a weekly analysis, choose the Day. Enter the Local time and a Time zone, such as America/New_York.
5

Select Save.

Next run shows when the analysis runs next.

Run an analysis now

To analyze the last 30 days once, in Opportunity settings, select Run now for the analysis. Flow shows Analysis queued. The run doesn’t change the schedule.

Find an opportunity

To narrow the list on the Opportunities page, use any of these controls:
  • Select All, Automation, Knowledge article, or Conflict.
  • Enter text in Search opportunities.
  • In Filters, filter by Team, sort by Found or Name, or group by Team or Type.
To ask about the list, enter a question in Ask Flow about opportunities…. Flow answers from the opportunity evidence. It doesn’t build anything from this chat.

What the list shows

The list shows these columns: Evidence strength is Limited, Moderate, or Strong. When the list is empty and analysis is scheduled, Flow shows when the next analysis runs.

What an opportunity shows

An opportunity page has these sections: Each supporting conversation opens in Conversations. For a conflict, Show source text and automation code shows the exact text from both sources. The knowledge document link opens the original document in its source. Details, in the toolbar, shows the team, when Flow found the opportunity, the data period, and the analysis that found it.

Apply an opportunity

To start the automation or article that Flow suggests:
1

Open the opportunity.

In Analytics → Opportunities, select the opportunity.
2

For a conflict, choose the source to update.

Under Which source should Flow update?, select a source. Flow preselects the source it recommends. Skip this step for other types.
3

In the toolbar, select the action button.

The button names the action for this opportunity:
Flow doesn’t publish an automation or save an article for you. Test and publish an automation draft as usual. Copy a knowledge draft into the original document in its source. If you open the opportunity again, its action button reopens the same draft or chat. If a source changes after the analysis, Flow shows A source has changed. You can’t apply the opportunity until the next analysis refreshes it.

Ignore an opportunity

To remove an opportunity from the list:
1

Open the opportunity.

In Analytics → Opportunities, select the opportunity.
2

In the toolbar, open Opportunity actions.

Opportunity actions is next to the action button.
3

Select Ignore opportunity.

Flow shows Opportunity ignored. and returns to the list. The opportunity no longer appears there.