CS Activity AI Summaries Overview

Note:

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

AI Summaries: CS Activities enables you to leverage AI to generate and view summaries of past customer interactions, such as calls and meetings, that have been captured on CS activity records. Providing you with the insight and tools to efficiently prepare for customer engagements, follow up on action items, and quickly apply suggested next best actions using data from the last six-month period. This structured run down of your customer interaction data helps to reduce the time spent manually reviewing and summarizing extensive customer information.

When accessing the summary from an account page, it also includes a customer impression section, enabling you to have a summarized insight about your customers experience with you.

You can also use AI Summaries: CS Activities on playbook record pages to generate a summary for the playbooks' account. The generated summary provides you with an overview of the playbook in addition to a health score, case, and activity summary for the playbook. This enables you to gain a quick understanding of the accounts' status and next steps, without the requirement of manually finding the key information.

Note:

AI Summaries: CS Activities is available on any record pages your administrator has added it to.

The generated summary contains information such as an overview of the record, risks associated with the record, as well as a list of recommended playbook tasks that will help progress work required.

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.

  • Generate Customer Communication from Summary: Enables you to generate a customer communication from the information provided in the AI summary, in email format. You can copy and paste the information to use in customer engagements.

  • Create Executive Briefing: Enables you to create an executive briefing from the information recorded on past customer interactions, such as calls and meetings, that have been captured on CS activity records.

  • 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.

You can also generate an executive briefing from the Actions panel on account record pages. For more information, see Customer Success Cloud Actions Lightning Component Properties.

Notes:
  • The Generate Customer Communication from Summary action is only available when you generate or view an existing summary from an account record page.
  • Actions are not available when accessing AI Summaries: CS Activities from a playbook record page.

Some recommended actions are only available when you generate a new summary.

You can access existing AI summaries by clicking View Existing Summary on the record page you want to view the existing summary for.

For information about using AI Summaries: CS Activities, see Generating CS Activity AI Summaries.