Setting Up 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.

Before you can use AI Summaries: CS Activities in Customer Success Cloud, you must:

  • Set up Einstein Generative AI in your org. For more information about setting up Einstein Generative AI, see the Salesforce Help.

  • Install the Certinia AI Adapter Package to use AI Summaries: CS Activities.

  • Assign the following Apex class permissions described in AI Summaries Lightning Component Permissions.

  • Ensure users have Read permissions to the CS Activity object and fields.

  • Ensure that there is a field on the CS Activity object that looks up to the object type of the record page you have added AI Summaries: CS Activities to.

  • Ensure that there is a lookup from the playbook task record to the object type of the record page you have put the AI Summaries: CS Activities component on to enable the Create Recommended Tasks from Summary action to display.

We recommend that you add AI Summaries: CS Activities to the account record page and any additional record pages that you want. For more information, see Customer Success Cloud Lightning Components.

You can also add AI Summaries: CS Activities to the playbook record page to enable customer success managers to generate AI summaries for playbooks using information from their associated account.