Generating CS Activity AI Summaries

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers.

The following recommended actions are available from the CS Activities AI Summary window:

• Create CS Activity from Summary: Enables you to create a CS activity record with an activity type of CS Summary to save the generated summary to. When you create a CS activity from the generated summary, the Create CS Activity from Summary window enables you to update the information as required before creating the new CS activity.

• Create Recommended Tasks from Summary: Enables you to quickly create the list of recommended playbook task records returned in the summary. When you create recommended tasks from the summary, the Create Tasks from Summary window enables you to update the suggested task's details as well as add new tasks before they're created.

Generating an AI Summary

To generate a new AI summary and apply recommended actions:

1. Go to the record page you want to summarize and click Generate Summary.

2. Select the action you want to apply.

3. Review and update the information in the window as required.

4. Click Save.

Notes:

• Recommended actions are only available when you generate a new summary.

• When playbook tasks are created from a record page, the record and the new playbook tasks are associated with each other.
• The Create Recommended Tasks from Summary action only displays if there is a lookup from the Playbook Task object to the object type of the record the window was accessed from.

Viewing an AI Summary

To view an existing AI summary, go to the record page you want to view the existing summary for and click View Existing Summary.

Notes:

• When accessing the AI summary from an account page, it also includes a customer impression section, providing you with an insight into your customers experience with you.
• You can also generate a new AI summary from the existing summary window. To do this, click Generate Summary.